Need something corrected? Pick up the phone!

[spidey07]

It seems there's a growing online consensus that if you can't do it on the intarweb, it can't be done. I've long been a proponent of RTFM and if you can't get it done on the intarweb - pick up the freaking phone and call! It's the most valuable tool there is, talking to somebody that can directly answer your questions or take care of things for you.

The reason I stress this is I had a 50 dollar finance charge on one of my credit cards...it should not have been there. Call up card company, hit zero-zero-zero-zero-zero...finally get a CSR on the phone.

"oh, that shouldn't be there. Sorry for that oversight. It's removed. Can I assist further?"
'sure, gimme a limit increase'
"no problem, just answer a few questions."

5 minutes waiting on the phone, 5 minute conversation > 120 minutes wading around a web page frantically searching for what does not exist.

Pick up the phone and call. It's not that hard.

 

[olds]

Who do I call to get you banned?

 

[Tobolo]

5/10

 

[dartworth]

to bad you suck at everything else in life...

 

[spidey07]

So people would rather spend an hour+ trying to get something accomplished on the intarweb rather than taking 5-10 minutes to just pick up the most powerful tool there is?

 

[jagec]

Originally posted by: spidey07
So people would rather spend an hour+ trying to get something accomplished on the intarweb rather than taking 5-10 minutes to just pick up the most powerful tool there is?

No, I'd rather spend 5-10 minutes on the most powerful tool there is (the internet) than spend an hour plus on the phone trying to get it through the thick skull of the CSR that yes, this is possible, I'm not an idiot, and it needs to be done.

Let's face it, most customer service lines are useless.

 

[Auric]

So you spent 10x as long as an email via their secure intarweb. You lose.

 

[grohl]

Originally posted by: oldsmoboat
Who do I call to get you banned?

:laugh:

 

[spidey07]

Originally posted by: jagec

Originally posted by: spidey07
So people would rather spend an hour+ trying to get something accomplished on the intarweb rather than taking 5-10 minutes to just pick up the most powerful tool there is?

No, I'd rather spend 5-10 minutes on the most powerful tool there is (the internet) than spend an hour plus on the phone trying to get it through the thick skull of the CSR that yes, this is possible, I'm not an idiot, and it needs to be done.

Let's face it, most customer service lines are useless.

I think this shows the age gap. If I want something done NOW, I pick up the phone.

E-mails can wait 48 hours, but a phone call is a phone call and should be dealt with same business day or immediately.

In order of importance:

1) phone call
2) certified mail
3) snail mail
4) inter office mail
5) e-mail

Let's face it, e-mail is not to require an immediate response. It has no effort, therefore requires no urgency. In most all instances I have better response by just picking up the phone and interacting with a person who can directly answer my questions.

 

[spidey07]

Originally posted by: Auric
So you spent 10x as long as an email via their secure intarweb. You lose.

How so?

I see it all the time on these forums...

"OMG! My stuff didn't ship, what do I do?" - pick up the phone.
"OMG! i don't know what to do with an improper billing?!!!" - pick up the phone.
"OMG! I am in deep legal problems but I can't find anything on the intarweb that tells me what to do!" - pick up the phone.

I really think people don't realize the power it has - it trumps every form of communcation there is.

 

[Auric]

Originally posted by: spidey07

Originally posted by: Auric
So you spent 10x as long as an email via their secure intarweb. You lose.

How so?

I see it all the time on these forums...

"OMG! My stuff didn't ship, what do I do?" - pick up the phone.
"OMG! i don't know what to do with an improper billing?!!!" - pick up the phone.
"OMG! I am in deep legal problems but I can't find anything on the intarweb that tells me what to do!" - pick up the phone.

I really think people don't realize the power it has - it trumps every form of communcation there is.

A lost card is urgent; an erroneous charge is not. A written record is preferred over talking to random schmucks sans accountability (though a bank's CC dept. will be better than most in this regard) and god forbid having to repeat/explain everything to yet another person (transferred to other dept. or higher-up, having to call back/follow-up, disconnected, and so on). Then there is the inherent inefficiency and innaccuracy in the process of dictating and transcribing. Written communication uber alles but I'll give you the telephone for urgency but without necessarily being able to depend upon the problem being solved during the call.

 

[Suspicious-Teach8788]

Originally posted by: Auric

Originally posted by: spidey07

Originally posted by: Auric
So you spent 10x as long as an email via their secure intarweb. You lose.

How so?

I see it all the time on these forums...

"OMG! My stuff didn't ship, what do I do?" - pick up the phone.
"OMG! i don't know what to do with an improper billing?!!!" - pick up the phone.
"OMG! I am in deep legal problems but I can't find anything on the intarweb that tells me what to do!" - pick up the phone.

I really think people don't realize the power it has - it trumps every form of communcation there is.

A lost card is urgent; an erroneous charge is not. A written record is preferred over talking to random schmucks sans accountability (though a bank's CC dept. will be better than most in this regard) and god forbid having to repeat/explain everything to yet another person (transferred to other dept. or higher-up, having to call back/follow-up, disconnected, and so on). Then there is the inherent inefficiency and innaccuracy in the process of dictating and transcribing. Written communication uber alles but I'll give you the telephone for urgency but without necessarily being able to depend upon the problem being solved during the call.

An e-mail means you wait 24 hours for a damn response only to ask for more information. By the time it's resolved it's been 2 days. I remember dealing with Buy.com through email. By the time they got back to me my package shipped out and they couldn't fix the erroneous address and thus resulted in my slickdeal never getting to me =(

 

[spidey07]

Originally posted by: Auric

Originally posted by: spidey07

Originally posted by: Auric
So you spent 10x as long as an email via their secure intarweb. You lose.

How so?

I see it all the time on these forums...

"OMG! My stuff didn't ship, what do I do?" - pick up the phone.
"OMG! i don't know what to do with an improper billing?!!!" - pick up the phone.
"OMG! I am in deep legal problems but I can't find anything on the intarweb that tells me what to do!" - pick up the phone.

I really think people don't realize the power it has - it trumps every form of communcation there is.

A lost card is urgent; an erroneous charge is not. A written record is preferred over talking to random schmucks sans accountability (though a bank's CC dept. will be better than most in this regard) and god forbid having to repeat/explain everything to yet another person (transferred to other dept. or higher-up, having to call back/follow-up, disconnected, and so on). Then there is the inherent inefficiency and innaccuracy in the process of dictating and transcribing. Written communication uber alles but I'll give you the telephone for urgency but without necessarily being able to depend upon the problem being solved during the call.

meh, all your trouble with all that and my particular issue was resolved within ten minutes.

The telephone call still gets more action, more quickly if escalated properly, although with less accountability.

In this instance I raised my limit 5K and spoke directly with somebody who could handle my particular problem immediately. You guys are way too paranoid.

 

[ATLien247]

The phone is a good tool, but not in all cases. Take for example those unethical CSRs that tell you they'll do something but never do. And then you call back and they have no record of the previous call, even though you got the name of the CSR, they're employee ID, and their supposed direct extension.

 

[JEDI]

Originally posted by: oldsmoboat
Who do I call to get you banned?

oldsmoboat
Senior Moderator
Posts: 20169
Joined: 03/03/2000

um.. did i miss something between superMOD and Spidey?

 

[Greenman]

Originally posted by: JEDI

Originally posted by: oldsmoboat
Who do I call to get you banned?

oldsmoboat
Senior Moderator
Posts: 20169
Joined: 03/03/2000

um.. did i miss something between superMOD and Spidey?

He's the new kinder gentler Olds, who would never consider hurting a members feelings by word or deed. He spends most of his time painting rainbow flags out at the kitten farm these days.

 

[Goosemaster]

Originally posted by: oldsmoboat
Who do I call to get you banned?

that was actually funny..:Q


*head explodes

 

[Mrvile]

There is so much hate in this thread.

 

[dquan97]

Originally posted by: Mrvile
There is so much hate in this thread.

Group hug in the shower!! :heart:

 

[nakedfrog]

Originally posted by: spidey07
So people would rather spend an hour+ trying to get something accomplished on the intarweb rather than taking 5-10 minutes to just pick up the most powerful tool there is?

I would. I hate using the phone.
That said, a while back I looked at one of my credit card statements and decided the interest rate was too high, called them up and said as much, and I think I was off the phone with my lower rate in 5-10 minutes. Not that there's a balance on it, but it's the principle.

 

[krunchykrome]

Originally posted by: spidey07
So people would rather spend an hour+ trying to get something accomplished on the intarweb rather than taking 5-10 minutes to just pick up the most powerful tool there is?

You got lucky. Most times, when you try to get a hold of a knowledgeable, competent CSR, you get the exact opposite on the phone.

 

[vi edit]

We are almost de-evolving as far as communication goes. This is just one example.

It's almost to the point where people fear actually having to talk with someone. God forbid you actually have to face them in person.

I can't stand 10 page long email chains that bounce around at work trying to fix a problem. Just walk over to that persons desk or pick up the damn phone and get a straight answer.

I actually get funny looks from people when I say that I *prefer* to work onsite with our facilities rather than over the phone or email.

That's just sad.

 

[jandrews]

I dont want to pickup a phone and I dont want to talk to anyone who may or may not be able to help me, I want to do everything online and so does a lot of america

I want

To be able to change my phone plan online and my minutes
I want to make changes to my credit card and request rate increases online
I want to pay all my bills online without extra fees or charges

Companies want these things too since they are a lot cheaper than hiring a CSR

 

[nakedfrog]

Originally posted by: vi_edit
We are almost de-evolving as far as communication goes. This is just one example.

It's almost to the point where people fear actually having to talk with someone. God forbid you actually have to face them in person.

I can't stand 10 page long email chains that bounce around at work trying to fix a problem. Just walk over to that persons desk or pick up the damn phone and get a straight answer.

I actually get funny looks from people when I say that I *prefer* to work onsite with our facilities rather than over the phone or email.

That's just sad.

If I can't solve a problem via email, I just go straight to the person. I don't find the phone any more effective than email.

 

[vi edit]

I support about 12,000 different peple spread out over 12 buildings coving about a 400 mile radius.

Sometimes walking over to their desk/work area isn't an easy option.