Are you sure you didn’t dial Michigan’s Secretary of State department, because after three hours of the same thing happening over and over (I had no choice but to keep trying)…
In most cases, the “tech” you are talking to lives and works in India, and is just reading a prepared script. They usually know as much as you and no more. If you want help, just as a 12 year old kid. They know almost everything, just ask the and they will tell you that they do.
I feel for you, Len. I’ve been going through that with the bloody IRS since March. Every time they put me on hold, I get hung up on! Gotten so the first thing I say is “Don’t put me on hold, it hangs up on me!”. I wish I’d listened to the last guy’s id spiel, because he was RUDE, even for the IRS!
Having worked a job in customer service like this before, the “transfer to a more specialized department” is an actual thing, and more often than not something that actually needs to be done to best assist. Companies tend to split up their specialized phone agents into different departments, the idea being that this way they can more effectively handle the amount of calls coming in at a time that way. Len probably got the initial generalized agents who assist with the general layman’s stuff but wasn’t trained for Len’s particular problem, and were indeed trying to help get him to the right person who could assist.
As for why Len got hung up on, that could be either the phone agent accidentally hitting the wrong button (it happens sometimes), or the agent did everything right to transfer the call but some quirk in the connection between phones caused it to spaz out and loose the connection (this happens more often than I think it gets credit for).
There’s also the possibility that the phone agent deliberately hung up on Len, but that’s usually rarer as doing that would get the phone agent in big trouble (and potentially loose them their job) so most make a concentrated effort not to do that…but it does still get real tempting when you’ve been on a long shift and you get someone who’s being very rude, unproductively angry, and clearly won’t appreciate that things work the way they do for a reason.
robertolopezuk over 3 years ago
This really is real life.
Tigrisan Premium Member over 3 years ago
Are you sure you didn’t dial Michigan’s Secretary of State department, because after three hours of the same thing happening over and over (I had no choice but to keep trying)…
DawnQuinn1 over 3 years ago
In most cases, the “tech” you are talking to lives and works in India, and is just reading a prepared script. They usually know as much as you and no more. If you want help, just as a 12 year old kid. They know almost everything, just ask the and they will tell you that they do.
Diat60 over 3 years ago
Try pushing zero instead of going through the menu. Sometimes it works!
PammWhittaker over 3 years ago
I feel for you, Len. I’ve been going through that with the bloody IRS since March. Every time they put me on hold, I get hung up on! Gotten so the first thing I say is “Don’t put me on hold, it hangs up on me!”. I wish I’d listened to the last guy’s id spiel, because he was RUDE, even for the IRS!
MuddyUSA Premium Member over 3 years ago
YES!
scyphi26 over 3 years ago
Having worked a job in customer service like this before, the “transfer to a more specialized department” is an actual thing, and more often than not something that actually needs to be done to best assist. Companies tend to split up their specialized phone agents into different departments, the idea being that this way they can more effectively handle the amount of calls coming in at a time that way. Len probably got the initial generalized agents who assist with the general layman’s stuff but wasn’t trained for Len’s particular problem, and were indeed trying to help get him to the right person who could assist.
As for why Len got hung up on, that could be either the phone agent accidentally hitting the wrong button (it happens sometimes), or the agent did everything right to transfer the call but some quirk in the connection between phones caused it to spaz out and loose the connection (this happens more often than I think it gets credit for).
There’s also the possibility that the phone agent deliberately hung up on Len, but that’s usually rarer as doing that would get the phone agent in big trouble (and potentially loose them their job) so most make a concentrated effort not to do that…but it does still get real tempting when you’ve been on a long shift and you get someone who’s being very rude, unproductively angry, and clearly won’t appreciate that things work the way they do for a reason.
christelisbetty over 3 years ago
“Dial again” Damn he has been on hold a LONG time.
Not the Smartest Man On the Planet -- Maybe Close Premium Member over 3 years ago
I laugh only from sympathy.