Press 1 if you hate phone trees

Man, I’ve had enough of computerized answering services. I don’t like walking through a number of questions where I have to punch a number on the keypad. I want to talk to a person.

I wanted to pay my American Express bill so I called them direct. After repeatedly smashing the # key, I was transferred to an operator. When I informed him that I wanted to make a payment he transferred me to a woman to help me. When I informed her that I wanted to pay my bill, she gave me the number I originally called and told me about the pay by phone option. I told her no, that I didn’t want to pay by phone and wanted to work with a human. She seemed surprised that I wasn’t willing to do this.

I love computers. I’ve loved them since I was a kid. But I don’t want to conduct business with one. I like the comfort of talking with someone with words other than “yes” or “no.” Maybe it’s my age, but I don’t figure I’m too damn old at 38. I figure it’s the right of anyone willing to hand over hard earned money to get to talk with someone.

With that being said, I am also sick and tired of dealing with customer service agents who barely speak English. Companies are farming out this service to India as a cost savings method. Unfortunately, this has been done at the expense of customer service. I don’t have a problem with anyone from India. It’s a great country and I am very impressed with what they do. However, I would like to speak with someone who understands the things I say and someone I can understand. The language barrier makes things tougher when trying to resolve an issue.

I long for the days not so long ago when you called and somebody answered, “Good morning, XYZ Corporation.” I wonder how long it will take to get back to those days.