After 35 minutes in an online chat where the only accomplishment is that they have found my account I am presented with “I have to attend the schedule meeting im stepping away from the desk i will transfer to the next agent he will start from the same point where I left”. 15 minutes after that I get a new person who begins the whole process over again, including asking for may account but now they also want a password or PIN too. So here we are with my account information twice and my issue (high pitch whine coming from a brand new modem right out of the box) still. This is my third attempt to get the modem swapped out. Then from the second chat person after 15 minutes I receive, “Apologies, you have reached hardware service activation chat. Please wait a moment while I transfer you to technical support”. “You are now connected. E— is looking into your question”, five minutes pass. E— says they will ship it out overnight. I can’t wait to see what happens next.

I thought online chat was supposed to make it more efficient and effective to deal with customer inquiries. No more waiting on a phone for hours. I also remember being told that phone support is a more responsive and efficient way to deal with product and customer inquiries. I also, also remember being told that a store in the city made it better to deal with product and I would not have to wait for product to arrive because help and stock were right around the corner. Huh, seeing the pattern here? Bring back the Sears catalogue please.

We all have tech issues and the poor SOB who try to handle our calls get a lot of grief. My point is, do the job right the first time and people like me will not turn into SOB (for the record, I get a miffed but never swear or take it out on the agent; been there, had that done to me). Maybe the company could pay a better wage and make it worth the agent’s time to focus and get things right the first time. I would pay for that.