Call Center Horror Stories (for ones not on gethuman list)
Tell us about any horror stories you have had with companies that are not on the gethuman list. For the gethuman listed companies, you should just click on the name of the company and you will be able to share your experience with us. We will use this information to let these companies know about what they are doing. It is our hope that companies will use this information to improve their call centers when they read about what consumers feel are "horrible" call center characteristics. In the next months, we will be giving prizes to the best stories that are submitted.
Posted by Walt at 4/2/2008 7:16 PM 
Categories: Call Center Horror Stories (for ones not on gethuman list)
Categories: Call Center Horror Stories (for ones not on gethuman list)
Norton Utilities: I have used this program for many years but do NOT intend to renew. It is almost impossible to get ahold of a real human but when I am fortunate enough to do so, the tech rep tries to be helpful but the accent of the rep is so bad it is almost impossible to communicate. Obviously Norton does not really care about its subscribers. I probably will not hear from anyone in the USA 'till my current signup expires this summer and they want me to produce my VISA card again. Forget it Norton!! lol
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Tom:
Go to www.complaintsboard.com. Norton has a horrendous reputation.
Tom
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Tracfone has terrible service - always after finally connecting with a human - said human cannot speak English well enough to be understood. Some of them just hang up on you.
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I tried to call Merial about a charge they levied for reissuing a prepaid Mastercard. They did not inform me about the charge beforehand. I called three times in one day and spent 2 hours and fifteen minutes, forty minutes, and then thirty five minutes on hold, without ever reaching a live human. The next day, after a wait of only 15 minutes, I spoke to a representative. I only received stock, scripted replies to my questions; most replies did not even address my questions. I asked to speak to a supervisor, but none were available. The representative could not tell me when one would be available. When I pointed out that I needed to speak to a supervisor, because he was a low level worker who could not help me, he threatened to hang up because I had "defamed" him.
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Bank of America has humans but they don't know who does what! I was transferred six times and finally gave up and went to my local branch office and told them there what I wanted to do. I also closed my account due to their telephone stupidity.
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There is nothing more insulting than being babbled at in spanish when I make a call in the USA. Unless it is an emergency of sorts I hang up at the first sylable. This is a frightening problem that needs to be corrected before it's too late.
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There are only two reasons why you would be "babbled" at in Spanish when you make a call in the USA: (1) You selected the prompt for Spanish-language assistance; or (2) you telephoned a Spanish-language business or residence. The only thing "frightening" about this is that you're using disinformation to pass your biases to readers who don't stop to think about what you've written.
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Hey Lefty, you're the one passing on disinformation. We are constantly babbled at in "mexican" (Spanish people are intelligent enough to learn English when moving here). We get babbled at without pressing anything! I refuse to press 1 for English and 90% of the time it then puts me through to an operator who speaks the language of this country; English!
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I for one am saddened that the USA is the only country in the World that is mono-linguistic. In other countries, it is quite common for people to speak more than one language. This "English Only" mindset only furthers the World's impression that we Americans are not very well educated. Continue on your path of one language, if you wish since after all as an American you have that freedom. I for one will continue to support others who wish to expand their possibilities in this country and the World by being bi or tri-lingual.
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As a new resident of the USA I am surprised you consider this country monolinguistic as Spanish is very prominent as a second language. I may be wrong but I did hear that English is not even technically the official language, something Congress was looking at. Compared to Australia the USA is multi lingual!
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Saddened??? Sorry, but we are all not interested in learning to speak another language so that we can be "well educated" or just so that we can undersand customer service reps.
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I have been trying to talk to a human at Experian for over two weeks. I'm trying to find out status of a credit freeze I submitted Mar 08. All I get is a computer and I can't seem to get around it to talk to a person. Can you help?
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Dilettante Doctors
Patient service is non existent. Doctors stay as far away from patient treatment as possible. The phone is the first barrier. The office staff is the second. The assistant is the third.
If I have a question about an illness, injury, or treatment, I phone the office. After a menu of phone options and a recording that tells me the office hours, the location, fax number, the directions on how to reach it, etc. I am told to leave a message and someone will return my call within 48 hours. I wonder if I am to take the medication about which I have a question, or wait for two days to get an answer?
Once I actually received a return call from an assistant who knew nothing and said she would check with the doctor and call me back, but said the doctor would not be at that office location again until the following week, so it could be 5-6 days before someone would contact me.
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Always ask to speak to the head nurse rather than the doctor. In my experience, especially with sick children, this worked faster.
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Credit Union gave balance of mother's account to former property manager after my mother's death. As the heir, I was astounded as to how they could release funds to a non-elgible person, I have no recource. It is $1,000 that should have gone to heirs.
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Philips Consumer Care Center. HDTV problem support. Ugly. 1st rep said he would have their consumer group contact. 2nd rep said 1st rep did not know his job. 3rd rep (said he was a supervisor) would not give me his last name, said he did not have a supervisor and hung up on me. No more Philips consumber products for me.
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Just another brain-dead outfit by which you can not talk to a human, only the wonderfully impersonal push b utton runaround!How does one Get a Human to talk to??
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Have always found it informative that the man who made the automated call system for his small firm in the state of Washington stopped it when he had so many compliments from his customers! The rest of us should be so lucky. Enjoyed the site.
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Thanks for the great website. I want to share an old story ... Back in the late 1990's - when Apple Computer was struggling, I called their tech support 1-800 number with a problem. I had tried several times before to reach them, but hung up in frustration. One day I just put them on speaker phone, went about my daily business, and waited. And waited. And waited. When an agent finally answered, my first words were "I have been waiting over eight hours, and I think it is a bad omen for your company that the entire time you were playing the theme song from 'Titanic'." Apple, and their customer service, have since recovered.
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THE WORST i have run into is ATT,the phone company (of all people!). After listing all the endless options, none of which apply to your problem, they advise that since you did not choose an option - GOODBYE! NEVER CAN YOU REACH A HUMAN VOICE.
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I ordered 2 pairs of jeans on Macy's website about a year ago. A few days after they had charged my card, but I got an email from them saying that they were out of stock and I think it said 999 weeks til delivery. I called them to discuss what the hell was going on. After finally reaching a person who spoke English and understood what I said. The person said they could reverse the charges but couldn't reverse the order and eventually I would get them and would have to pay for the shipping both ways. I said absolutely not, and then told them that I wanted to cancel my Macy's card the one that I used to buy said jeans and they argued with me not to cancel it. I finally got transferred and the lady tried to transfer me back. I will never buy anything through Macy's nor sign up for another one of their credit cards...
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I am trying to replace a lost Canadian Citizenship certificate to obtain a passport. I have a elderly relative who is ill and I need to go to the U.S. asap. I tried calling Citizenship and Immigration to ask some questions about the form to order a new certificate and good luck! There is no option provided to speak to a human. The cost to apply for a new certificate is $75 non-refundable, so I wanted to ensure I was doing it properly. Trying to reach someone at the Gov. of Canada is frustrating under most circumstances, but these people are the worst!!!
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Paul: Tivoed CTV "to Hell........."Great Stuff and hats off...!I would be writing a lengthy tome about my horrific experiences but I choose NOT to do business with offenders....my list of good guys is awfully short ;-}
I found that the silent majority are the ones who suffer most and blog and complain the least.
Like your Dad, how many elderly people with health problems are simply NEVER able to get help unless they have someone like you.
Also I find older people with no health problems have no tech experience and hang up rather than getting their much needed help.
I find the biggest offenders are the oxymoronic [punintended] "communications" co.'s telco, mobility, LD, etc
I think the big corps think all that are marketing to are tech-savvy genXY and have forgotten about busy business people and professionals and retired and elderly.
Regards,Les
PS link to Howard Forums,start a thread about IVR rants [Rogers would be a good place to start] in the wireless Canadian Carrier sections, plenty of GEN XY Tech Savvy dudes and dudettes with time on ir hands to help our cause
RAGE AGAINST THE MACINE!!!plagiarized but would be a great URL!!!
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Bright house Networks. We were called promised services ask for sure in our area. Bright house confirms. Appointment set up for installation. No one shows up, we have changed vacation wait, no show, call BH informed now they don't offer services in our area. WE cannot talk with supervisor, they will call us back never call back. no number to reach supervisor. Numerous calls latter made by us. BH calls, nothing can do call center. help is there a main number to talk to some one who understands English
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Medco pharmaceuticles. Call and yiu wau=it and wait. Finally after a lonf christmas tree telephone manifold, you get someone and they place you on hold and then you are disconnected. Took and hour this morning to explain an in correct bill item but it was not resolved. Rep said she would send to some one else. When asked how could I find the result,"you can call back, i dont know if they will call you. I am in a call center but you wont get me but your file will be up to date whoevers answers" I am stuck with a $30 overcharge and can not talk to anyone with authority to correct!
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Starting in November my wife tried for 3 weeks to enter a gift subscription to our local newspaper, the Newark (Ohio) Advocate, by using their website and a credit card. Back and forth emails achieved nothing (websites are not always the way to get around a calling tree). I finally went to the paper's office in person, presented a check and the subscription began the next day. While in the office I related that our use of their automated telephone system had failed to stop delivery of the paper the week we were out of town at Christmastime. The lady (a real human) responded that so many people leave messages on the device that they really don't have time to deal with all of them!
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4 MONTHS AGO I TRIED GETTING DELL SUPPORT AS I HAD ENCOUNTERED A TECHINAL PROBLEM. AFTER NUMEROUS TRIES AND HOLD TIME I WAS FINALLY ABLE TO TALK TO SOMEONE IN SOME REMOTE PART OF INDA WHO HAD NOT A "CLUE" AS TO WHAT I WAS TRYING TO CONVEY . THE LANGUAGE BARRIER WAS HORRIBLE AND THERE WAS DEFINITELY A LACK OF KNOWLEDGE REGARDING MY TECHINICAL PROBLEM. AFTER ALMOST 40 MINUTES OF PURE FRUSTRATION AND A MIGRANE , I ASKED IF THERE WAS ANYONE IN THE U.S. I COULD SPEAK TO, AFTER MUCH DEBATE AND HESITATION THE TECH INSTRUCTED ME TO CALL A NUMBER AND THAT WOULD GET ME SOMEONE IN THE US. AGAIN I TRIED TO CALL THE NUMBER ONLY TO BE PUT ON HOLD (FOREVER). WHEN FINALLY REACHING A VOICE THAT I COULD UNDERSTAND I WAS TOLD THAT IN ORDER FOR THEM TO HELP ME THERE WAS A CHARGE OF $69.00. I EXPLAINED TO THE DELL REP.THAT I HAD A 2 YEAR SERVICE CONTRACT FOR TECH HELP, AND WAS TOLD THAT IN ORDER TO SPEAK WITH SOMEONE WHO SPEAKS ENGLISH I HAD TO PAY THE FEE AS THE CONTRACT DID NOT INCLUDE U.S TECH SERVICE. AS MUCH AS I LIKE DELL PRODUCTS THAT WAS THE STRAW THAT BROKE THE CAMEL'S BACK. THEY GOT YOU OVER A BARREL AND THEY KNOW IT. NEVER AGIN WILL I PURCHASE A DELL PRODUCT. THAT DAY WAS SHEER HELL. AND THE INFOR MATION THAT WAS SUPPLIED STILL DID NOT RESOLVE MY COMPUTER PROBLEM . I SPOKE WITH 3 DIFFRENT TECHS AND EACH ONE GAVE ME DIFFRENT INSTRUCTIONS, THE ONLY DIFFRENCE WAS I COULD UNDERSTAND WHAT THEY WERE SAYING BUT NOT WHAT THEY WERE TELLING ME TO DO AS EACH ONE HAD A DIFFRENT THERY AS TO HOW TO RESOLVE THE PROBLEM. IT TOOK MY DAUGHTERS BOYFRIEND FROM ATLANTA TO FINALLY RESOLVE MY COMPUTER DELIMMIA. WHAT A PAIN IN THE TUSH THAT EXPERIENCE WAS
ATS060
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Doing telesales for over 30 years, I have many stories to share. One that helps get to a DM, is to fake a foreign language. As soon as the "gate" hears that, they will transfer call to a person that is a non-english speaker. Then one can speak english and get transfered to the DM.
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Good evening. I know that you believe that you understood what you think I said, but I am not sure you realize that what you heard is not what I meant.
I am from Ireland and too bad know English, please tell me right I wrote the following sentence: "Cheap international flights, cheap airfares, discount airfares, student flights, europe flights, international airfares, airline consolidators."
With love
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Many complain regarding accents making phone communication difficult, but I have trouble coping with the high speed at which so many company representatives speak. Are they compelled to do so or are copying TV and Radio commentators?
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This is something I think some of us know already. Companys will often buy a package setup of 10, or 20 phone #'s and only publish one, or two #'s. Dial #'s above and below #'s posted. Sometimes you get some pretty surprising results. One time I got yelled at for calling a company Presidents kid in High school. I would say he was pretty damn stupid for using a batch number for his kids cell phone. LJN
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in Canada there is a company call energy services i know that it is called Alberta energy services where i live they came my door told me they where going to give me a equal payments plan but they lied to me i tried to call and complain about this and they did not care every time i got on the phone with them and tried to get it though to them they told me there was nothing that they could do i ended my contract and they sent me a bill for 1,600 dollars
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here is a good idea how about you make a other website call getitsolved where you use get2human and if it dosent work ten you use get it solved by having the phone numbers to escalate the situation example rogers maybe you have the phone number to contact ted rogers secretry might be risky but it would be worth it
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I haven't really had bad call center experiences, actually I used to work in a call center until not too long ago and I used to give the best in me for doing a good job. We should be objective when talking about any horror stories.
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I admire the awesome information you offer in your articles. I will bookmark your blog and have my children check up here often. I am quite sure they will learn lots of new stuff here than anybody else!
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I called Sears to order a manual to a DVD player that I had misplaced. The call was sent to India to a call center. I had to give them my Sears credit card number to pay for the $16 manual. I got the manual with no problems but about 2 months later I got a strange phone call from Sears. It seems my credit card had been used in India to purchase multiple items with charges at over $5000. They wanted to know if I had been to India. I told them NO and I did not even have a passport. I told them I had called to order the DVD manual and it sounded like I was talking to someone from India but they made no comment about that. All the charges were taken off my credit card but I had to sign all kinds of paperwork that was sent to me by Sears but it was totally their fault for using overseas call centers.
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It is outrageous that call centers allow agents to access private information of a caller. By doing this they are creating a massive security breach point. The technology (CTI) for eliminating this security breach point has been in place for over a decade. Absolutely no excuse for call centers doing this. This does not have much to do with the call center being outsourced to India. American agents could also be dishonest.
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This article gives the light in which we can observe the reality. this is very nice one and gives in depth information. thanks for this nice article Good post.....Valuable information for all.I will recommend my friends to read this for sure…
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Although unfortunate for the customer at the time, i must say i have found reading peoples stories highly entertaining and now know which services to hold any hope for. Thanks for an interesting read
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ANY hosting company when you have intermittant hosting issues. They always say (when you get through to them) : oh, it appears to be fine now, so that's that then! As if intermittant means only "now".
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