I hate talking on the phone. I rarely answer it and unlike my former 16-year-old self, want to get off as quick as I can.
I have embraced the “let your fingers do the talking” concept.
Add calling customer service to the mix and I am beside myself with dread. It’s the chore that I like to do least. I’d rather clean kitty poop.
Many companies let you do things online. Most want you to call if you are canceling. Bummer. I was canceling.
I have Sirius XM for my car on a special discount deal that was set to expire. I would be switched to the regular price which is outrageous especially for the amount of time I spend in my car.
In order to be a customer service representative you need to have English as your second (or third or fourth) language or at least a heavy accent. You also need to talk fast. Very fast. Faster than my pitiful old eardrums can listen.
It’s like those car commercials. At the end there is a paragraph of disclosures that are repeated so fast you have no idea what they are but it complies with laws. You can’t sue or say you didn’t know.
I put this task off until two days prior to the expiration of my special offer. It was my yucky task of the week.
I wasn’t looking forward to it. I had no idea if I would spend half the day on the phone getting patched to different places (many companies make it difficult to cancel) or in queue.
None of that happened. My call was answered quickly. As soon as I said I was cancelling, she reoffered my old deal (which was really cheap).
What ensured then can only be compared to a Keystone Kops movie.
They pulled my account (or what they thought was my account) from my phone number. It was my husband’s account (but we didn’t know it yet). I was told my offer expired in January and I negotiated a new deal complete with a credit for the outrageous charge in January.
I was on the phone for 15 minutes (many of which were going through disclosures and reiterations of what we had agreed to).
Something in my gut wasn’t sitting well but I couldn’t put my finger on it. My records clearly showed my expiration date as February 13, not January. As they confirmed the email address on the account, I realized that I had just negotiated this fabulous transaction for my beloved husband who had not called to either cancel or renegotiate a new rate.
That meant I had to start all over again. At the end of an hour, both cars have a cheaper contract. I was exhausted from listening to disclosures said at a very challenging rate of speed.
The beloved husband owes me. Starbucks is offering a Valentine’s special Friday afternoon. Hmmmmmm….
PS: Sirius XM’s customer service is the best I have experienced in the last few years. Except for her rate of speed, I understood the woman every well and she was very patient. The account mix-up was not the fault of the company. I had my account under my former corporate phone number so it didn’t show up under our land line. Oh yes, no one paid me to say anything nice especially since I rarely do.