November 9th, 2005
Tech customer service "reach a human" secrets THEY don't want you to know about
How would you like to find out the secret sauce of getting thru to a human on almost any tech provider’s customer service line?
I’ll tell you a couple of grafs down the line.
First, I have to say that more times than not, it is not just a matter of clicking the "0" key on your phone. It’s been my experience- and probably yours as well - that unlike that companies have determined out that too many of you figured out the "0," and have re-engineered their voice mail menus to block it.
But the Seattle Times has just published a comprehensive guide to voice mail escapes.
Let’s sample a few, shall we?
Comcast- "Press 0 twice, after each time the system asks for your phone number. Press 1 for English. Then press 1 for English again. Press 1 again for existing customers. Press # twice when asked for your phone number."
Dell- "
To bypass each of five menus you have to get through to reach an agent, press 0 twice after each begins, then ask to be transferred to customer service."
Press 0 five times and ignore the automated warnings that your option is incorrect.
There’s so much more.
For now, the article, entitled Dial-a Human Shortcuts, is available at this link. But given that the Seattle Times tends to quickly move feature stories to their paid archive, go over there now and grab it for free while you can!!
Let’s start something here. TalkBack to us how you have managed to navigate these menus to reach a human at the technology company you were dealing with.
Russell Shaw is an enterprise computing journalist, analyst and author based in Portland, Oregon. See his full profile and disclosure of his industry affiliations.
| 11/09/05
