Of Answering machines and unanswered complaints!. Review on General Views on Call Centers

• With all due respect to M/s Nokia, the mobile of which I am using for the past 5 years now, the aim of this review is not to calumniate them or for that matter any other company, but to highlight the advent of technology in some forms of our daily lives where its actually not required. I am sure the readers will get a déjà vu feel while reading this review as similar things must have happened to everyone, in one way or the other.

So, on this dreadful day for me, where every thing was going wrong, I suddenly started feeling mild vibrations in my jeans pocket. Not being a female, I didn’t particularly enjoy it and hence quickly shoved my hand in the pocket.

“An incoming call”, that’s what I thought after finding that the source of those shock waves in my pants was my Nokia mobile. Not in a mood to talk with anyone I decided to let it continue enchant me with its “ Oye bubbly” ring tone.

“Now…Wait a second, ” its over 2 minutes the neither the polyphonic music, nor the vibrations seem to cease.

I quickly pulled it out of my pocket(Clarification for contaminated minds only:  the “thing” which I “pulled put” from my pocket was my mobile phone).

I was shocked to find that it was switched off…and yes still ringing and vibrating?(Only Nokia can do that ….no really that too is technology!)

Completely puzzled by its doings, I disconnected the battery supply and decided to call Nokia help center forthwith.

• “Hello, A very warm welcome to Nokia total care center. We will do our best to give you the help you need.”

  
  




• Press 1 if you have questions about our products, press 2 for questions regarding delivery conditions, press 3 for technical complaints, press 4 for billing problems, press five if you….” * I carefully press 3.

  
  

It works flawlessly. …(Oh I love technology!).

The woman with a friendly voice says, * “ Please specify the device number so that we may provide you with personal service. Kindly speak loud and clear.”

Whoa! Interface with technology. Yours truly who was down with a real sore throat that day, gears himself up for uttering the device number. ……. but wait a minute.

A device number? What on earth is a device number?

• “ Where do I get the device number?” I asked?

The computer voice repeats, * “ Please specify the device number…”

Hectic thoughts, a quick look at the device labels and back to the phone.

The woman is still waiting for me. A foolish and senseless attempt: “ Hello, which of these numbers is it?” No answer.(despite the aggressive stress on the three question marks.)

  “ This is an invalid number. Thank for calling Nokia total care. Have a nice day”.

• “Ok. Ok No. Its not the her fault” *, I calmed myself down as my face turned crimson with fury. .

  
  




• “First write down all the numbers from the label and dial the toll-free number(thank fully) again” * I told myself.

  
  




• “Hello, A very warm welcome to Nokia total care center. We will do our best to give you the help you need. Press 1 if you have questions…” * I cut her speech short by pressing 3, and my mood becomes better.

  
  




• “Please specify the device number so that we may provide you with personal service. Kindly speak loud and clear.”

  
  

I begin. “Seven…er.”

• “ You have said seven. Please confirm.” *(The lady settles scores and interrupts me this time)

  
  




• “Ya seven”. * I said rudely.

  
  




• “ Please repeat the number, your confirmation is incorrect.” (What’s wrong, I said seven? Ok. once again, calmly and slowly. ….” Seven”

  
  




• “You said seven. The next number please.”

  
  

(Got it, I am not supposed to prefix anything before the number. This is easy now!)

I remain calm and called * “ Four” *  (I was feeling like an announcer at a housie game).

• “You said four, please confirm.”

  
  




• “Yes, four.” *  A prompt response this time from yours truly.

  
  




• “ Please repeat the number, your confirmation is incorrect.”

  
  

(Not again! Damn it Nitin, one little word too many yet again.)

• “ Four” * this time with the sound of suffering;(I wanted her to feel that people are not machines).

  
  




• “You have said seven, please confirm.”

  
  

Oops! She misheard mu suffering. This time with more energy I shouted at the top of my voice, * “ No four”.

• “ Please repeat the number, your confirmation is incorrect.”

I was getting restless now, * “ No, you misheard.” * I shouted.(Little I realized that the voice machine allows for no contradiction.)

• “ Please repeat the number, your confirmation is incorrect.” * This is getting serious now.

  
  




• “Four” * I yelled into the receiver.

  
  




• “You said four, please confirm.”.

  
  

“Four!” * I replied with increased volume.

• “You said four. The next number please.” *  (I am getting a hang of it now. So stay with it!.)

I forced the next word into the receiver: “NINE”.

• “Sorry “None” is not a number, please try again.”

What do mean by none?(Four question marks now after my last protest).

• “ Please specify the device number so that we….”. * I banged the receiver on the floor.

Sitting resigned with head held in hands, I thought about the complete experience once again.

All I want to do is enter my complaint! I took a piece of paper, wrote a complaint letter carefully listing down all the numbers available on the device label and “Whizzed” it to the customer care center by mail.(This was easy, wasn’t it, No calls, no answering machines, no hassles.)

What more, I received a response in just seven days. There was little problem though………the response letter asked me for the…

“ Device number”.

Life really moves in a circle!

I am sure all of you tech savvy people would have undergone similar plight with one customer care service or the other. Why not share your experiences then, in the COMMENTS SECTION.