
I just got off the telephone with a nice woman working for Verizon. This morning I have been trying to pay a wireless bill on a phone that is used by one of our contractors. The internet bill pay is down for some reason, so I called an 800 number off my paper bill. Here's how it went down:
"Welcome to Verizon Wireless. If you're a Verizon Wireless customer, enter the ten digit number you are calling about... Bienvenido a Verizon Radiofónico... Ønskevelkommen til Verizon Wireless..."
*beep-deep-boop-dip-dip-boop...*
"If you would like to pay a bill please press 1."
*dupe*
"If you would like to pay the bill in full, please press 1."
*dupe*
"If you would like to continue the call in Hindi, please press 1. Otherwise, please stay on the line."
"You have made no selection. Did you not mean to not make any selection at this time? Press 1 for yes."
*dupe*
"Please hold for a Hindi translator, or press 0 for an operator-"
*eep*
*eep*
*eeeeeeeeeeeeeeeeeeeeeeeeeeeeep-eep-eep-eep-eep-eep*
"I em saying to you, good morning. My name is called Steve and I would be helping you today. Kindly tell me what is your good name, sir?"
*click*
So I called another number and went through no less than four automated transfers on at least six different Cray Supercomputers. The system asked me if I wanted to continue service by paying the bill now. There was no choice involved... I was to press 1 or, presumably, sit and listen to the infinite conch shell sound on the other end of the line for all eternity. I pressed 1. After the third or fourth time that I was looped through this question it transferred me to the Spanish computer. Fortunately, there was a true choice here as indicated by the words "uno" and "dos." Unfortunately, the words "uno," "dos," and "cerveza" are the only Spanish words I know.
*click*
I called the sales line thinking sales people are always ready for a call. Automated system, again.
"Press 1 if you would like to speak to a sales representative about new Verizon Wireless service."
*dupe*
Get this: I pressed 1 for NEW SERVICE and the system then demands that I enter my ten-digit Verizon Wireless number. Do they only sell new service to pre-existing clients??!! Do I have to be my own reference to get cellular service now? How do I GET new service if I don't HAVE new service? Okay, I'll play the game:
*beep-deep-boop-dip-dip-boop...*
"You have entered BR-549. If this is correct, please press 1."
*dupe*
"Welcome to Verizon Wireless. There's a hole in the bucket, dear Liza-"
*CLICK*
I'll spare you the indignities of the next hour and a half, but I eventually got Stephanie on the line. She helped me with the bill (the process took less time than it takes to boot up my desktop). At the end of the transaction I gave her a brief synopsis of the problem and told her I would be transferring this cell phone number to another company at the end of the contract specifically because of the automated answering system. I was polite to Stephanie (please don't yell at phone reps - believe me, they DO NOT create corporate policy or design/purchase automated answering systems) and asked that she pass the complaint up the chain. She commiserated with me and assured me she would.

I encourage all of you to do the same. Perhaps if enough of us complain we will no longer have to put up with having to communicate with computers. Had I reached a human in the first place, my work would have been done in minutes and I wouldn't be wasting time writing this blog. The phone company would have had its bill paid quickly and they would have saved all of that money they spent on the automated answering system - I find that I usually have to reach a human when I call because the computer has already failed to solve my problem online. And as for you, you'd be reading a humorous article about pre-Thanksgiving Christmas decorations right now.
I know there are some of you out there who are also tempted to put in a complaint about "Steve" from New Dehli. I discourage you from doing that.
To "Steve" I'd say this: I don't mind that you're in another country... just don't insult me by pretending you live in my neighborhood. I know your name isn't Steve! Use your real name, Rasesh.
To Steve's employer: Possessing technical knowledge is not the whole picture, here. Make sure Steve can communicate in a dialect we can understand.
And to those who don't like talking to "Steve" when you call customer service: Hey, at least he's not a computer. Those jobs are
sought after in India, while Americans will hardly stoop that low. That's why they've all been farmed out overseas. But fear not, your time is coming. A couple more years of 10% unemployment in
this country and someone in India is going to hear:
Howdy, y'all! Thank's fer callin' the hep line. M'name's... uh... Ray-sheesh? Wha'cha need?