Nuance has a horrid DNS support line:
The company that claims to be the leading speech technology provider has one of the worst self-service support lines that I have ever run into. When you call 407-241-1822, you don’t even get a basic greeting and identification of who/what you have reached. Instead, you hear a voice instructing you to go to different website addresses depending on just what you are calling about. It babbles on about how you should go to this website location if you have purchased the Nuance Dragon LifeStyle product or to another website location if you have purchased the Dragon Gaming Pak product. While it is babbling away, the keypad is locked so you are forced to listen to the entire spiel. When it is done, you then get another different voice that again tells you to go to the Nuance website for technical support. It then announces that “if you are calling about Technical Support, just stay on the line”. This is what I did. It then gave me a menu which said that if I was calling about a customer service issue, that I should press 1 and that if it was a Technical Support issue, I should press 2. I did neither, since it had previously told me to just wait to get to a human. Thirty minutes later, it was still playing the menu to me in a repetitive fashion. I now wonder how many hours (days) this would have gone on for. I finally selected 2 for technical support and got looped back to the same initial message that told me to go to the different websites. This is an endless loop! What an awful experience. They don’t even use their own speech recognition technology. Heard “please pay attention since our menu has changed a number of times”. I finally attempted to make a selection based on the instructions. When I did this, it hung up on me.
No wonder everyone hates telephone self-service so much. The self-proclaimed speech industry leader puts together something as awful as this. They constantly preach about using good practices when implementing telephone self-service, and then turn around and put together something like this for their own customer support line. Nuance should be ashamed and embarrassed for doing this!
Doesn't the phone number of the calling party show up on your phone? It does on my phone. When it happens, I just call them back.
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New users should be prepared to memorize basic voicecommands if they want to use the program effectively. Nuance says that you can begin using your voice to dictate text and control yourcomputer as soon as you install the program. Thanks for sharing.
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