
An open letter to every TV station on the air and every large company I deal with:
I shall divide my gripes into two sections so that you may better understand them, as all the "customer service" surveys that I've taken - at your behest, by the way - have yielded zero results.
Part I - Please put
a person on the phone.
Washington Mutual.
Wachovia.
HomEq.
Virgin Mobile.
Sprint.
Just put a real person on the phone. That's why we have phones. Remember phones? The principle was pretty simple - I want to talk to somebody, so I pick up this device, push some numbered buttons in a particular sequence. This alerts somebody else that I want to talk to them, and they pick up their phone and we get to communicate. You've all managed to scrwe that up, too. When I call you, I have to wade through an interminable series of voice prompts.
If you're calling about _____, press 1.
If you're calling about _____, press 2.
I just want to talk to a person. Oftentimes I hit "0", but more and more that accomplishes nothing. Sometimes they make me enter a verification code of some kind before I even am allowed to be put in the que to talk to a real person, just to be asked for it again later.
I think the next time you call me I'm going to make you go through a series of voice prompts and see how you like it.
If you are calling about money, press one.
If you are calling about paintball, press two.
>beep<
If you are calling about giving me money, press or say "one"
If you are calling about me giving you money, press or say "two"
>beep<
Please say the name of the person you are calling. For a list of people that may be reached at this number, please press the "star" key.
I'm sorry - we are unable to understand you. Please re-enter.
I'm sorry - we are unable to understand you. Please re-enter.
I'm sorry - we are unable to understand you. Please re-enter.
In the very unlikely event that I actually want them to reach me, I'll develop a script that sounds canned and insincere that requires me to give a false name and be completely unable to actually
solve the customer's issue. My name will be Glen, and I'll reassure them that my goal is to provide them with excellent service today, but in reality all I want to do it check off all the points on the script the call center management has written for me. I'll use such phrases as:
"How may I provide you with outstanding customer service today?"
Quit reading damn script and talk to me like a real person. "I'm sorry the hear that you're experiencing that misfortune."
"Your privacy is your right and our duty, but before we proceed, can I get your permission to review your account with us?"
If they refuse to cooperate in any way, I'll apologize to them and say how sorry I am that I was unable to provide them with excellent customer service, but before I let them go I'll rehash the
entire damn call and make sure I close with the scripted corporate benediction.
"Go forth and peace be unto ye, O' inconvenient customer. May ye disturbeth us not further, but prithee willst thou visit our website, where we can offer no real assistance 24/7. Thou cans't also chat online with another customer service representative who will merely
type out the canned responses instead of saying them, and close with the
laughable line of "Thank you for allowing us to be your provider of choice", knowing full well that there's no other providers in my area.
I'm talking to YOU, Verizon. I'd ditch your ass in a heartbeat if anybody else had a monkey with two copper wires, a 9-volt and a few tin cans within a mile of here.
What the hell, man? Isn't the point of having a phone number to
help your customers? 99% of the time I leave even more pissed off then when I called. And for the love of GAWD, stop telling me to go visit your website.
This brings me to Part II.
Part II -
Stop telling me to visit your website.
Last night I was watching TV, and I realized that every single station plugs their website repeatedly throughout the evening. The news was the worst offender, most notably Channel 4 (Fox), who is still blatantly trying to cash in on MySpace's popularity with this little gem.


C'mon - have some dignity, people. You're supposed to be Cronkites, Murrows & Russerts - not 15-year-old kids trying to show how cool and hip you are. Just tell me the news, OK? Don't tell me to go to your website after every single story. Stop plugging it.
Listen to me, people - I don't want to go to your website, so stop telling me to. I want to watch TV. If I wanted to go to your website, I would. I'd kill the TV, turn off your show and get on my computer and Google your station if I wanted to, but I don't - I want to sit here and watch King of the Hill and Everybody Loves Raymond
not go to your website.
I'm talking to you, Channel 27 & Channel 33.
Forget my financial woes.
Forget my looming foreclosure.
Forget my looming repossession.
Forget my late child support.
Forget my devastating breakups.
Forget my addiction recovery.
Forget my rage problem.
Forget my therapist and myriad of personal issues I've had.
Forget my divorce.
All these pale in comparison to the amount of stress that you jackanapes give me today.
Ugh - this is why I take anti-anxiety meds, but I'm not going to let you discommodious troglodytes take anything away from the great weekend I have planned with Code Name Diamond & Toni.
So NYAH!
Have (another) cat.

You guys have a great weekend. I'll be less bitter on Monday.
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