Daily Archives: April 27, 2011

A non-serviced customer

Today I had what I like to refer to as a mini-freakout. My e-mail refused to recognize… anything. It didn’t exist, page not found, nothing there, it’s possible, even, that it laughed at me.

I use my e-mail for work, so you can imagine my instant panic. I figured, bah, it’s probably just a glitch. But it WOULDN’T recover.

Enter my online chat with the “customer service experts” from my e-mail carrier. Considering I use a free e-mail service, the old saying of “you get what you pay for” could not have been more true. I’ve redacted the information that is embarrassing to myself, my e-mail provider, and that which of course could possibly get me sued…

Please wait for a  [provider] agent to respond. You are currently number 106 in the queue.

All [provider] agents are currently assisting others. Thank you for your patience. A [provider] agent will be with you shortly. Your expected wait time is approximately 3 minutes.

All [provider] agents are currently assisting others. Thank you for your patience. A [provider] agent will be with you shortly. Your expected wait time is approximately 490 minutes.

***490 minutes later***

All [provider] agents are currently assisting others. Thank you for your patience. A [provider] agent will be with you shortly. Your expected wait time is approximately 0 minutes.

***10 minutes later***

You are now chatting with R

R: Hi Marney!

R: Welcome to our [provider] Account Verification Live Chat service. I’m glad you’ve joined us.

R: As I understand, you are unable to access your [provider] Mail account.

R: Is that correct?

R: Are you there?

Marney (who has been typing this whole time): Yes, I cannot access email. This is the response I get when I try to get mail: Ouch! The error, LaunchEmptyResponse, occurred when trying to connect to [provider] Mail. To retry [provider] Mail… To proceed to [provider] Mail Classic… This error might be temporary. Go to [provider] Mail Click here to check your mail using [provider] Mail Classic. When I try [provider] classic, it says the page was not found.

R: Thank you for providing the error message.

R: I realize the difficulties you must be experiencing due to this.

R: Marney, the issue you have described pertains to our Mail department.

***No shit, sherlock, I consider typing but do not***

R: I am transferring this chat to our Mail Specialist for further assistance.

Please wait while I transfer the chat to a [provider] agent.

***10 minutes later***

You are now chatting with P

P: Hi! Welcome back to our [provider] Mail Live Chat service. I’m glad you’ve joined us.

P: Thank you for providing us the details of your issue.

P: You mentioned that you cannot view your mails on your [provider] Mail account. Is that right?

Marney: Apparently the way to fix it was to wait a really long time until my turn came up, because it is working again. Is this a regular issue? I do not like [the new mail system], can i just use classic mail?

P: Thank you for bringing this matter to my attention.

P: I will be more than happy to assist you with your issue. However, it seems that you are not properly logged in to our Live chat.

Marney: I have been staring at this screen for an hour. I don’t know how else I can log on.

P: We are not able to detect your information here in our end, this would indicate that you are not using a secured chat connection.

Marney: I’m pretty sure it’s you guys.

Marney: I have that awesome little lock thing icon and everything here!

P: In order for us to assist you please make sure you are logged into your [provider] Mail account by checking on the upper right hand side of your screen.

Marney: The only thing in the upper right hand side of the screen is a red X that says “end chat.”

P: Now, please close this chat window as well and come back to me by logging in to this link below.

Marney: Also…. I have had trouble getting IN to my account. Hence, I need help with my mail. See?

P: Let me provide you the link to contact us again.

P: [link that didn’t work to begin with]

Marney: Will I have to wait another 490 minutes?

P: [totally different random link]

P: I am sorry if I cannot assist you right now, Marney.

Marney: No worries. In the meantime, it appears crappy [provider] mail has been fixed and my e-mail is back up. I’ll take the credit for it myself! Thanks!

P: By the way, there’s a short survey after this chat. I would really appreciate it if you will complete the survey and let my manager know how I did today.

Marney: Considering I didn’t get helped at all… are you sure you want me to fill that out?

P: You may fill out the survey if you want to, Marney.

Marney: Thanks, P.

P: Again, I do apologize for this inconvenience.

P: To take the survey, please click on the “END CHAT” button (not the “X”) found at the top-right side of this chat window.

***note: this is what is at the top-right side: Close chat

P: Please allow me to provide you a recap to cover our chat before you leave.

Marney: I needed to catch up on my sitting on my butt anyway.

P: We cannot detect a secure connection with you and I suggest that you contact us again using the link that I have provided.

P: I hope that I have helped you somehow.

P: Thank you for using [provider] Mail. If you have any other questions, please feel free to come back and chat with us at any time.

P: Thanks a lot for chatting. Have a great one!

Marney: No no, you have a great one.

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