Misc Customer Service poll - Page 2

**pr_capone** · 01-05-2012, 02:17 PM

As consumers, especially of electronics, we are occasionally forced to call a manufacturer or a service provider for assistance with their product/service.

When you call, wait times can vary greatly. For example, right now at my work the longest person waiting for tech support has been on hold for 4 minutes (I'm on lunch so I'm not holding anything up). The though process at most call centers tends to be to get through as many people as humanly possible while still giving good/ok service.

My question to you is... would you, as a consumer, rather wait for a longer period of time (say 20 minutes) if you were certain that the person who answers your call is extremely thorough, helpful, and takes the time to explain the service at a relaxed pace so you know how it all works so you have a better understanding of what you have?

Or

Would you rather wait for a shorter amount of time (3-5 minutes) and get good service that strictly addresses your issue and "hurries" you through the call because he has to get to the next person in queue? In this scenario, the rep does the bare minimum (follows a script) to get your services rectified and on to the next call?

Hiring more reps is not an option for the purposes of this poll.

**Donger** · 01-05-2012, 02:40 PM

I got my son one of those Air Hog helicopters as a stocking stuffer for Christmas. It crapped out after about 30 minutes of cool flight. So, I called the support phone number. The gal, after getting my address, said, "Oh, you live in Colorado!? Well, your altitude might be the problem" and then went on for a few minutes about the density of air at higher elevations.

Molitoth · 01-05-2012, 02:50 PM

I just don't want to hear an India(n) accent on the other end.
I effing hate that accent.

Backwards Masking · 01-05-2012, 02:53 PM

Quote:

Originally Posted by Donger

I got my son one of those Air Hog helicopters as a stocking stuffer for Christmas. It crapped out after about 30 minutes of cool flight. So, I called the support phone number. The gal, after getting my address, said, "Oh, you live in Colorado!? Well, your altitude might be the problem" and then went on for a few minutes about the density of air at higher elevations.

haha sounds like they Bent You Over.

**Donger** · 01-05-2012, 02:55 PM

Quote:

Originally Posted by Backwards Masking

haha sounds like they Bent You Over.

Not at all. I explained to the female that the aircraft flew just fine before it crapped out. Therefore, air density was not the issue.

They are sending a new one in 15 to 20 EZ business days.

**pr_capone** · 01-05-2012, 02:56 PM

Quote:

Originally Posted by Pestilence

Is there a Automatic trouble shooting recording that helps the callers with the "easy" fixes?

Yes

Backwards Masking · 01-05-2012, 02:56 PM

Quote:

Originally Posted by Donger

Not at all. I explained to the female that the aircraft flew just fine before it crapped out. Therefore, air density was not the issue.

They are sending a new one in 15 to 20 EZ business days.

thats good. Juinor can pretend to be killing Middle Easterners young before he grows up and kills them for real as an Adult.

**Donger** · 01-05-2012, 02:59 PM

Quote:

Originally Posted by Backwards Masking

thats good. Juinor can pretend to be killing Middle Easterners young before he grows up and kills them for real as an Adult.

Huh?

vailpass · 01-05-2012, 03:00 PM

Quote:

Originally Posted by Donger

I got my son one of those Air Hog helicopters as a stocking stuffer for Christmas. It crapped out after about 30 minutes of cool flight. So, I called the support phone number. The gal, after getting my address, said, "Oh, you live in Colorado!? Well, your altitude might be the problem" and then went on for a few minutes about the density of air at higher elevations.

We got 3 Air Hogs last year for Christmas, one for each boy. Our experience mirrored yours closely. A day or two for them to master how to fly them, a day or two of a lot of fun flying them, then they all three took a shit from which they never recovered.

**Old Dog** · 01-05-2012, 03:01 PM

Quote:

Originally Posted by stonedstooge

Don't care how long it takes, but prefer someone who has Engrish as their primary langauage.

+1

**The Franchise** · 01-05-2012, 03:03 PM

Quote:

Originally Posted by pr_capone

Yes

Ok cool.

Backwards Masking · 01-05-2012, 03:05 PM

Quote:

Originally Posted by Donger

Huh?

do you no Imagination at all? didnt you ever make up little Scenarios in your head as a kid when playing with army toys? Seperate them into two armies, have your own little drama over which side wins, what toys live and die, which ones are maimed, which tanks are destroyed?

Maybe you werent ever a kid?

**Donger** · 01-05-2012, 03:06 PM

Quote:

Originally Posted by Backwards Masking

do you no Imagination at all? didnt you ever make up little Scenariosin your head as a kid when playing with army toys? Seperate them into two armies, have your own little drama over which side wins, what toys live and die, which ones are maimed, which tanks are destroyed?

Maybe you werent ever a kid?

Yes, me have imagination.

I was just wondering why you brought up the Middle East.

Backwards Masking · 01-05-2012, 03:08 PM

Quote:

Originally Posted by Donger

Yes, me have imagination.

I was just wondering why you brought up the Middle East.

Because that's where most of the current wars of the past ten or so years have taken place. though i suppose a creative mind could place them anywhere, Touche.

Mr. Plow · 01-05-2012, 03:12 PM

More than anything, I hate when I call someplace, have to wait for 10 minutes to talk to someone, and then that person can't fix my issue or has no idea what to do, or tells me I have to talk with X person to get it fixed....which is another 10 minute wait to get to that person after transferred.

If you could guarantee that when my call is answered that 95% of the time the person on the line will either know how to fix my problem, or spend the time figuring it out with me, I'd more than happily wait longer.

An example is me calling AT&T a couple weeks ago because we were having issues on our T1's. I could look at the cards and can tell we were having problems, my monitoring program could tell we were having problems.

I call to put in a trouble ticket....I waited 15 minutes to talk to someone - who said I needed to talk to X department - which that person said I needed the department I was transferred from. When I finally got my repair ticket in, they said they would call me back. Waited 45 minutes, they called back and said "We found out you are having a problem on your T1's, we are sending it to repair who will do testing to find out what the problem is." No shit I'm having problems....that's why I ****ing called.

So, after several frustrating phone calls - "Is everything plugged in" etc, everything starts working and I finally get a call from a tier 3 tech. He said something along the lines of "Yeah, I just looked at the test reports and saw it was a bad card. I've replaced it and you should be good to go."

All of 10 minutes for that guy to figure it out and to fix it except it took 3 hours to get it to him.

Give me a magical button to skip to the tier 3 guys and I have no problem waiting.

Chiefnj2 · 01-05-2012, 03:12 PM

In your scenario the faster call fixes your problem. I'd go with that.

View Poll Results: How would you like your customer service?
Longer wait but the tech is thorough and guaraneed excellent cust service?	39	78.00%
Short wait time and a barebones approach to support and giving the best cust service under the time restraints?	6	12.00%
Why the **** do we still put Gaz as an option?	5	10.00%
Voters: 50. You may not vote on this poll

01-05-2012, 02:17 PM
pr_capone THREEPEAT!!! Join Date: Jan 2006 Location: NWMO Casino cash: $9948214	Customer Service poll As consumers, especially of electronics, we are occasionally forced to call a manufacturer or a service provider for assistance with their product/service. When you call, wait times can vary greatly. For example, right now at my work the longest person waiting for tech support has been on hold for 4 minutes (I'm on lunch so I'm not holding anything up). The though process at most call centers tends to be to get through as many people as humanly possible while still giving good/ok service. My question to you is... would you, as a consumer, rather wait for a longer period of time (say 20 minutes) if you were certain that the person who answers your call is extremely thorough, helpful, and takes the time to explain the service at a relaxed pace so you know how it all works so you have a better understanding of what you have? Or Would you rather wait for a shorter amount of time (3-5 minutes) and get good service that strictly addresses your issue and "hurries" you through the call because he has to get to the next person in queue? In this scenario, the rep does the bare minimum (follows a script) to get your services rectified and on to the next call? Hiring more reps is not an option for the purposes of this poll.
Posts: 19,897

01-05-2012, 02:40 PM	#16
Donger "Think BOOM!" Join Date: Nov 2003 Location: 33.675° N 106.475° W Casino cash: $6799900 VARSITY	I got my son one of those Air Hog helicopters as a stocking stuffer for Christmas. It crapped out after about 30 minutes of cool flight. So, I called the support phone number. The gal, after getting my address, said, "Oh, you live in Colorado!? Well, your altitude might be the problem" and then went on for a few minutes about the density of air at higher elevations. __________________ I think the young people enjoy it when I "get down," verbally, don't you?
Posts: 191,139

01-05-2012, 02:50 PM	#17
Molitoth Mahomes Fanboi Join Date: Apr 2004 Casino cash: $134969	I just don't want to hear an India(n) accent on the other end. I effing hate that accent.
Posts: 20,300

01-05-2012, 03:12 PM	#29
Mr. Plow In Search of a Life Join Date: Dec 2005 Casino cash: $-1572609	More than anything, I hate when I call someplace, have to wait for 10 minutes to talk to someone, and then that person can't fix my issue or has no idea what to do, or tells me I have to talk with X person to get it fixed....which is another 10 minute wait to get to that person after transferred. If you could guarantee that when my call is answered that 95% of the time the person on the line will either know how to fix my problem, or spend the time figuring it out with me, I'd more than happily wait longer. An example is me calling AT&T a couple weeks ago because we were having issues on our T1's. I could look at the cards and can tell we were having problems, my monitoring program could tell we were having problems. I call to put in a trouble ticket....I waited 15 minutes to talk to someone - who said I needed to talk to X department - which that person said I needed the department I was transferred from. When I finally got my repair ticket in, they said they would call me back. Waited 45 minutes, they called back and said "We found out you are having a problem on your T1's, we are sending it to repair who will do testing to find out what the problem is." No shit I'm having problems....that's why I ****ing called. So, after several frustrating phone calls - "Is everything plugged in" etc, everything starts working and I finally get a call from a tier 3 tech. He said something along the lines of "Yeah, I just looked at the test reports and saw it was a bad card. I've replaced it and you should be good to go." All of 10 minutes for that guy to figure it out and to fix it except it took 3 hours to get it to him. Give me a magical button to skip to the tier 3 guys and I have no problem waiting.
Posts: 31,703

01-05-2012, 03:12 PM	#30
Chiefnj2 In Search of a Life Join Date: Mar 2007 Casino cash: $6654388	In your scenario the faster call fixes your problem. I'd go with that. __________________ Mismanaging the clock.
Posts: 22,541