What is it about interacting with customer service that seems to drive us over the edge? Is it the incessant lack of logic and rationality that we have to face from time to time? No matter which industry (telecom, credit cards, insurance, you name it) the same problems keep creeping up all the time.
The standard answer of "the system says so, hence, it must be true" must be intentionally designed to bring out the maximum frustration among the customers. I have often been tempted to reply, "you know I am fairly competent in Computer Science and I know that the system is only what you put into it. It does not have a life of its own," but held off from doing so, if only to avoid the metaphysical discussion that would inevitably follow about "the system" having a life of its own!
Then it seems like the first person you speak to about your problem cannot help you, because the rules don't allow them to do anything about your situation. "But for a low fee of $14.95 we can ensure that you do not receive additional penalties!"
Most people will probably hang up, pay the additional fees, seethe about how they got screwed over and then forget about it -- until their next tryst with a customer service rep, when the horror starts all over again. Some resourceful people will actually record their experiences and force the company to pay them back. Interestingly, the companies still do not learn!
I had a recent experience with AT&T customer service. Here's the history:
- I was supposed to get a certain discount, every month, since July of this year
- as of last month (November) they hadn't credited me with this discount
- my bill was over $100
I complained. They said they would look into it but with complete skepticism, as if I was lying about it. They called the actual store I got the plan from and then came back, in an apologetic tone, stating that the credits would be applied and my bill would be reduced to what it should be. I then get a call this month stating that my cell phone service would be disconnected for not paying the $100+ bill. I called them back and asked what about my credits and guess what I heard?
"What credits?"
Imagine that. Long explanations all over again, part of which included the following statement from their rep,
"sir do you use your phone for voice service?"
My incredulous response: "can you please repeat?"
Them: "do you make or receive calls from your phone?"
Somehow I felt that this might be a parallel universe where the meaning of a cellular phone was somehow different! Anyways, after much plodding I was assured there was a mistake and that they would credit my account, etc. etc.
I ask: "should I just go ahead and pay the balance to ensure that my account will be valid?"
Response: "not required. We will fix this matter. Call us back in a couple of days and we'll see." End of call.
10 minutes later, my cellphone service has been...you guessed it -- disconnected! I call back from another phone and try to explain the situation
Response: "Sir, your phone has been disconnected due to non-payment. Unless you pay the amount in full we cannot restore the service. Of course, there is an additional charge of $36 to restore your service!"
I tried to reason with her and then got this response: "as a one time courtesy to you we will remove the $36 connection charge, but you must pay the balance in full!"
I ask to speak to manager/supervisor, who tells me more of the same but then I'm forced to pay half of the balance to get my service back. Apparently they will apply the credits in due course and everything will be adjusted.
Then comes the best part of the whole incident. As I'm waiting for the half payment to go through, the supervisor tells me,
"Sir we are not charging you the $36 fee as a one-time courtesy only! In the future, if you are disconnected, you must pay that fee"
Me: "you do realise that this happened because your people made a mistake?"
Her: "Sir, I do realise, but I am warning you that in the future this should not reoccur from your side."
Me: "but you still do realise that it wasn't my fault and that your people messed up?"
Her: "Sir I understand, but I'm just laying the ground rules and expectations for future dealings!" (who speaks like this in real life???)
Me (mixed exasperation with attempt to not laugh into the phone while trying hard and somewhat succeeding to keep my voice at an even tone): "Ok, now I am laying the groundwork hoping that your people will not screw up my bill and then charge me for it, cancel my service and attempt to charge me for reconnecting it -- while it was the fault of your personnel, all the time!"
30 seconds of silence on the phone and then,
Her: "thank you sir. your payment has been approved. Would you like to take down the confirmation number?"
Still no admission of guilt.
While it was exasperating that they had made a mistake and were continuing to do it even after I thought I had cleared it with their reps a month ago, the really annoying part is where they're condescending to me. The supervisor and the rep before acted as though they were doing me a favour! They did not really admit to something being wrong from their side, and yet were insisting that they were fixing the errors only as a "one-time courtesy." This is the whole attitude that annoys me. That and coupled with the fact that the first person you speak to is typically of no help. I think their job is to just stall and see if you go away. If you don't, then they put you on hold for a long time and then come back asking, "sir, are you still there?"
I have realized that the best way to get something worthwhile done after a couple of minutes of explaining it to the first rep, is to ask to speak to the supervisor. And failing that, ask to speak to their supervisor. Finally you do get to someone who can help and finally will. There was that one time though that one person said that I can't talk to anyone else simply because there is no one above him. I expressed surprise that I was speaking to the CEO of the company and that how nice it was that he was actually responding to customer calls! Well, sarcasm worked in that case and he transferred me to his boss who finally solved the problem.
So after many years of frustration in dealing with customer service, I finally believe that it is a cleverly designed system - a system to keep people out, where only the persistent ones get their problems resolved. So the next time, perhaps ask to speak to the supervisor directly and spare yourself the task of reducing your lifespan trying to explain the problem multiple times.
Oh and definitely record the conversations. Absolutely. You never know when it might come in handy.
_________________
These questions hit home; uncomfortably so in fact in this book. When it is in the stark black and white that is the
They both take pot shots are each other (well, at least of late I've seen Maher do that to O'Reilly and I'm sure the other Bill can never resist a brawl). I mean think about it - they're both preaching to the choir, and increasing the division between their respective audiences. During a time that bipartisanship is supposedly at its height, what are
they doing but fanning the flames? And they each blame the other side for doing the exact same thing that they themselves do. While O'Reilly claims that the media is left-leaning and they're baby-murderers and terrorist-supporters, Maher claims that O'Reilly and his kind are right-wingers who lust for oil and are...yup, you got that right...baby-murderers and terrorist-supporters!








product placement - from the Panasonic SD card to all of the GM vehicles. Phew! It was in-your-face and hard to ignore. I'm not against product placement if it is done in style. Hey, they need money to make the movies and if companies will shell out money so that they get a couple of seconds of showtime, then let that be the case. But there must be some limits -- in once scene, Rachel Taylor's character removes the SD card from a computer and holds it for a second while showing it to the camera instead of doing whatever she intended to do with it. Oh, then there was the over-abundance of GM vehicles. One would think that the only 
Anyways, that apart, I went into the movie with a lot of expectations. I even believed that I will go back and watch it in a day or two at the local IMAX theater, simply, to see the obvious, awesome graphics. Yes, that's right obvious! In a world where CGI has progressed to being indistinguishable from reality, one can see what is real and what isn't in this movie. Sometimes the graphics are tardy and overdone. The action sequences are too fast and all over the place for ordinary humans to follow, make sense, or even be in awe. Things rush by so fast that one can easily get bored. Hey, if I can't follow what's going on with the fast blurry stuff zig-zagging on screen, then I might as well concentrate on the pop-corn at hand and the pretty girl sitting next to me.
This anthology starts well - the first story is titled "A Christmas Letter" and it is written by one J T Townley. It is a humourous, well-written satirical take on Christmas letters that families usually send out to their family and friends. Written by a suburban housewife who suspects her husband to be cheating on her and who wins a contest for a date with a soap-opera heartthrob, it manages to make you chuckle as you read her machinations and schemes to get her husband to admit to cheating.
Today, I was reminded of the intransigence of life. Today, I lost faith in the positives of life, pondered over the loss, was angered by the unfairness of it all, called into question the weird sense of humour that the Gods seem to exhibit, but ended the day in a bemused state, having gathered that life goes on, regardless of anything that is thrown at it.
Today I was woken up with some sad news - of the passing away of a child in an accident. While the news of anyone passing is sad, that it was a child was what triggered most of the emotions and thoughts mentioned.
Wright
But that is not taking away from the way this team played in this tournament. Sidney Lowe's team seems to have grown this season and they carry themselves much better than most NC State teams have done in the recent past. With some good recruits that have been picked up this year, next year's season will be a mouth-watering wait for Wolfpack fans.









Gareth Hinds graphic novel adapts the classic Norse myth of the legendary warrior named "Beowulf". Originally self-published by Gareth Hinds as a series, it has been released again, by
