One Ringy Dingy, Two Ringy Dingy

Customer service help lines are the bane of the consumer's existence. Designed to make routine tasks convenient yet evolving into a quagmire pulling one further and further in. What should be a five minute phone call becomes a test in endurance and patience.

All you want is a simple answer to a simple question:

First you dial a toll free number,

Second you sit through several options (none of which help you),

Third you finally have a chance to talk to a "live" voice and explain your question, only to find yourself on hold and transferred to start all over again.

And that is a good call.

Today my mother wanted to pay her internet carrier online.

She logged into the site but encounters problems paying her bill. An error message kept appearing when she tried to submit payment that led her to believe there was a problem with the system. She decided to call and verify that there was a problem with the system and not her computer.

She dialed the general help line, got through all the options, and connected to a "live" cs rep. He told her she needed tech support and transferred her. Next a woman answered the call, after explaining her problem, the woman said she was the wrong dept and she needed the help line (which is where she started). The woman transferred her into dial tone space, disconnecting the call.

My mother immediately called back. While waiting to get through the menu a second time she decides to check her computer again. This time the carrier site is asking for a telephone number with area code to be entered. She does this, while still waiting to get through the automated menu. Error message pops up that the area code is unknown. She does this a couple more times with the same result each time. Gives up and logs off.

Meanwhile, she finally reaches another cs rep. Explains her problem, he asks if he can put her on hold. She says yes, waits 10 minutes, thinking the rep is seeing to her problem.

Noooooo, a woman picks up the line and asks if she can help her.

Dumbfounded, my mother explains her problem again after expressing her displeasure in the events that have transpired over the last 30 minutes of her time. The cs rep apologizes, explains they have been experiencing technical difficulties with the online system.

Finally answering my mother's question.

Punchline:

She'd happily take my mother's payment over the phone for a $15.00 fee.