Major Companies CUSTOMER Phone service or (LACK OF)

Gundog · Guru

RE: Major Companies CUSTOMER Phone service or (LACK OF)

msg · Guru

If you go to the chat area, you get Olive (or similar) who only responds to questions she has been programmed for. Eventually, if you are lucky, you get onto someone/it else. I have never had a decent response to any issue. As for writing letters to a Premier or Health Minister, who or what do you think responds. (with soothing words of course)

Are We Lost · Guru

As Gundog says, chat or email is often better. The added benefit is you have a written record of the conversation. For telelphone, typically only the business has that. You may find that useful in some cases.

msg · Guru

Better than what?

Gundog · Guru

msg wrote:
If you go to the chat area, you get Olive (or similar) who only responds to questions she has been programmed for. Eventually, if you are lucky, you get onto someone/it else. I have never had a decent response to any issue. As for writing letters to a Premier or Health Minister, who or what do you think responds. (with soothing words of course)

First off note it was an email, not a letter, yes it was proberly replied to by a minion but it was a request for more infomation but no soothing word because it wasnt a complaint but an observation/

Gennerally yes you have to get by a bot before talking to a real person.

Are We Lost · Guru

msg wrote:
Better than what?

Better than doing it by phone. The person on the other end may well read and write English better than speaking it. But if it's an important issue, having that written records may be very helpful if in the future they claim "Our operator would not have told you that" or "We have no record that you informed us of that change".

Also by typing, information is less likely to be taken down and recorded incorrectly. I have an easy email address (2 words) and it amazes me how often someone on the phone gets it wrong.

Yes, it may be more robotic via chat (even once past the AI).

Eaglemax · Guru

Wanted to buy a jockey wheel. Spotted one, "visit sote" no probs. Selected "1" wanted for cart. Sign came up "the number of items you selected isn't available". Yet says on site "245 sold 147 available" On other occasions "email not recognised" They don't want our business

JayDee · Guru

I was looking for an answer to an issue from Westpac, so I used their chat forum. Could not get the desired result, except it said to phone or visit a branch. So I replied with both barrels and told them I was not prepared to sit on the phone line like a bird on the wire or to stand in a line at the branch for 10 to 15 minutes whilst only one teller was operating. The banks ( and many many other businesses) do not want to have any personal interactions with us the customers. And my view is that it is going to get a lot worse in the years to come. Jay&Dee

rmoor · Senior Member

JayDee wrote:
I was looking for an answer to an issue from Westpac, so I used their chat forum. Could not get the desired result, except it said to phone or visit a branch. So I replied with both barrels and told them I was not prepared to sit on the phone line like a bird on the wire or to stand in a line at the branch for 10 to 15 minutes whilst only one teller was operating. The banks ( and many many other businesses) do not want to have any personal interactions with us the customers. And my view is that it is going to get a lot worse in the years to come. Jay&Dee

A mate of mine has only just retired from the company you speak of. He ended up with them after a series of takeovers. He told me in his final years with them they are completely useless and management at all levels are simply not interested in the customer or operations. Unfortunately this is common with so many large organisations now. Dealing with ASIC and to a lesser extent the tax office is also a major challenge. ASIC are completely and utterly useless.

The thing I detest when I try to access some websites is when a robot is asking me if I am a robot and I have to tick traffic lights and pushbikes to prove I am not one of them !!!!!

Are We Lost · Guru

rmoor wrote:
The thing I detest when I try to access some websites is when a robot is asking me if I am a robot and I have to tick traffic lights and pushbikes to prove I am not one of them !!!!!

Some of those images and partially obliterated text can be quite difficult.

Don't blame the organisations for that. They have a constant battle with automated attempts to log on or create fraudulent accounts. If you can think of a way to prevent that without causing pain to regular users you could make a fortune. With the continuing development in AI and automated systems this is only going to get worse.

I can imagine in the future we may all carry tokens with everchanging keys. Type in the key displayed as secondary identification. Westpac and no doubt other banks offer these for businesses (maybe personal). If these were centralised, and not just Westpac, maybe the same token could be used for multiple sites.

Gundog · Guru

Are We Lost wrote:
rmoor wrote:
The thing I detest when I try to access some websites is when a robot is asking me if I am a robot and I have to tick traffic lights and pushbikes to prove I am not one of them !!!!!
Some of those images and partially obliterated text can be quite difficult.
Don't blame the organisations for that. They have a constant battle with automated attempts to log on or create fraudulent accounts. If you can think of a way to prevent that without causing pain to regular users you could make a fortune. With the continuing development in AI and automated systems this is only going to get worse.
I can imagine in the future we may all carry tokens with everchanging keys. Type in the key displayed as secondary identification. Westpac and no doubt other banks offer these for businesses (maybe personal). If these were centralised, and not just Westpac, maybe the same token could be used for multiple sites.

For years Bendigo Bank customers had a Token to use, and then it went to a VIP app which generated a number access code, The VIP app is now being replaced with a second stage code this can be emailed or TXT to as a secondary password.

The second stage code is becoming more comon, I'm not a great fan of this method.

With the amount of passwords one need to have for various apps, accounts, logins etc along with crazy password restrictions. Its on wonder people forget which password to use, its no wonder that some people carry a notebook with all access names/numbers and passwords others setup electronic notes with that information, some will use the same username, password/pin for everything. I have a contact list that is built around a phoney name and phone number and address for some accounts and passwords and that list in a hidden folder thats on usb stick.

Cupie · Guru

Gundog wrote:
Are We Lost wrote:
rmoor wrote:
The thing I detest when I try to access some websites is when a robot is asking me if I am a robot and I have to tick traffic lights and pushbikes to prove I am not one of them !!!!!
Some of those images and partially obliterated text can be quite difficult.
Don't blame the organisations for that. They have a constant battle with automated attempts to log on or create fraudulent accounts. If you can think of a way to prevent that without causing pain to regular users you could make a fortune. With the continuing development in AI and automated systems this is only going to get worse.
I can imagine in the future we may all carry tokens with everchanging keys. Type in the key displayed as secondary identification. Westpac and no doubt other banks offer these for businesses (maybe personal). If these were centralised, and not just Westpac, maybe the same token could be used for multiple sites.
For years Bendigo Bank customers had a Token to use, and then it went to a VIP app which generated a number access code, The VIP app is now being replaced with a second stage code this can be emailed or TXT to as a secondary password.
The second stage code is becoming more comon, I'm not a great fan of this method.
With the amount of passwords one need to have for various apps, accounts, logins etc along with crazy password restrictions. Its on wonder people forget which password to use, its no wonder that some people carry a notebook with all access names/numbers and passwords others setup electronic notes with that information, some will use the same username, password/pin for everything. I have a contact list that is built around a phoney name and phone number and address for some accounts and passwords and that list in a hidden folder thats on usb stick.

The maze of passwords/user names & false identities that we may have in place needs to be addressed in your "In Case Of Death"# file, if you have such a thing.

# The 'in case of death' file acts as a source information for your loved ones to help in taking care of affairs when you fall off the perch or even fall victim to 'Uncle Al'. It may contain such thing as where to find your passwords et al., Lists of bank accounts & superannuation accounts, whereabouts of will, power of attorney, health directives, funeral preferences (as detailed as you wish). I even have instructions for my Wife to help in operating my PC, as she is not too good at it despite several attempts to learn; and so the list goes on.

rmoor · Senior Member

Yes I have thought of giving my son a large envelope with important details in it. Unfortunately he is taking off soon on a 3 year posting to one of our embassies overseas. Might have to compile one and give it to my older sister. I had a life threatening illness but hope to confirm in remission on Monday.
In terms of passwords, I have found it necessary to keep a book with them in it now. I reckon I have hundreds for myself and clients with some access codes to various crap. So much is automated now it has become a minefield. My Brother in law was CEO of one of the biggest computer firms in the country and I often "whinged" about growing technology. I started in computers around 1984 or so, and have found over the years it is not "computers" that are the issue, it is the "internet" that evolved from computers. Social media is rife and out of control and dealing with major corporations now has bones in it. Yesterday I rang for an insurance quote and got a bot asking me i.d. questions, I must admit it was relatively painless but geez, how long does it take for someone to ask you that and then you have to speak to them anyway - overkill.
My computer man deals with about 3 hacker issues per week and bank accounts cleaned out etc. It is really stressing him and the "backdoors" put in place by these super smart hackers are getting more complex. He is stressing real bad and wants to give the game away.
I feel really sorry for people that fall for scams or are victims of this new faceless society.
On that insurance, my home contents shot up 30.4% and my caravan insurance shot up around 18%, geez it is getting tough with the cost of living these days !!!!

Are We Lost · Guru

rmoor wrote:
In terms of passwords, I have found it necessary to keep a book with them in it now.

Hopefully this is not heading too far into thread drift, but there are fairly easy solutions to this. Keeping a book is risky if it falls into the wrong hands ....everything then accessible. I believe there is a better way.

First (having had some accounts hacked recently) I have developed a new password system that I can work out what the password should be. Works for 95% of sites. The chance of being cracked is negligible and very unlikely to have the same password for different sites.

For those non standard ones, and passing them on when I am no longer around or capable, I use Keepass. This is a free open source password manager and works on different platforms. I keep this on my phone, desktop and laptop, so have all my passwords with me wherever I am. The database is encrypted and I have used a key that only my kids would understand. They know where to find the clue to decipher the password.

But even then I worry that if the database falls into the wrong hands it may be cracked. So only part of the password is recorded. Documentation for my kids explains it all.

I think planning for this, and passing on information for when others may find it very useful is important. The unexpected may happen at any time.

-- Edited by Are We Lost on Tuesday 12th of September 2023 02:20:50 PM

rmoor · Senior Member

Are We Lost wrote:
rmoor wrote:
In terms of passwords, I have found it necessary to keep a book with them in it now.
Hopefully this is not heading too far into thread drift, but there are fairly easy solutions to this. Keeping a book is risky if it falls into the wrong hands ....everything then accessible. I believe there is a better way.
First (having had some accounts hacked recently) I have developed a new password system that I can work out what the password should be. Works for 95% of sites. The chance of being cracked is negligible and very unlikely to have the same password for different sites.
For those non standard ones, and passing them on when I am no longer around or capable, I use Keepass. This is a free open source password manager and works on different platforms. I keep this on my phone, desktop and laptop, so have all my passwords with me wherever I am. The database is encrypted and I have used a key that only my kids would understand. They know where to find the clue to decipher the password.
But even then I worry that if the database falls into the wrong hands it may be cracked. So only part of the password is recorded. Documentation for my kids explains it all.
I think planning for this, and passing on information for when others may find it very useful is important. The unexpected may happen at any time.

-- Edited by Are We Lost on Tuesday 12th of September 2023 02:20:50 PM

I failed to mention some of my passwords are in my own "code". A tech savvy friend of mine set up one of those passwords apps for me but guess what, I lost or could not remember the password to it.

AndyCap100 · Senior Member

Hi all, well here in NZ i`ve recently over the last 5-6 months had to deal with several largish companies over issues. My opinion all these companies had absolutely crap customer service ,through all 3 mediums ,phone, live chat and e-mail .1st . Electricity supplier took 5 months using all 3 of these methods to get electricity meter changed to one that actually took readings.Even giving readings myself resulted in wrong bills received (bloody AL or reps thought they knew better. 2 nd. Cellphone /broadband company didn`t take instructions correctly ref. my change in monthly subscription ,same stupid idiots who ignore what your saying and do what the hell they personally think . Latest was when my cell phone broke down ,only just out of date of warrenty but told by Sam ----s on -line chat to take to retailer and get them to return to repair centre other end of the country .Got no sense from anyone for over 2 weeks .Rang repair centre ,no one ever answered . Looked up on-line with repair sheet no and said my phone was now repaired .Went online chat to confirm, told ,that was bollocks will take another 10 days to 2 weeks to even evaluate repair for warranty claim . BOUGHT NEW PHONE ! 2 days later had e-mail from Sam----s ,phone now dispatched to retailer . Heard from retailer later the next day ,phone is there ,has been repaired under warranty please collect . For f---s sake !!!!!
Just about sums up the mess that computers ,(AL) live chat ,customer service people who really don`t give a crap etc buggers up your life .
Rock on people .Andy .

rmoor · Senior Member

Only yesterday I lost a few hours chasing up some relief for my electricity bill.
Started with my provider (Origin), who after a few minutes of I.D. stuff and a six digit code to my mobile, in about 20 seconds gave me 10% discount off my bill.
Then the fun started, when I enquired about the rebates, I got completely lost.
The Origin guy said the rebates are handled through Service NSW.
So I do as I am told and go onto that site, input drivers licence and medicare card details, all fine, input national meter Identifier, all fine.
Then when ready to go, I get the spinning wheel, for ages.
So, I ring Service NSW, lady there tells me - wrong, not on that site, my electricity provider sets the rebates up. Frustration???
I say to her - so he told me wrong??? So I ring Origin back, get a non-english speaking woman who I could not understand for the life of me.
So, I gave up.
Will wait until I get my next bill, then ring again and see if I can get some creature who actually knows what they are talking about and can convey the correct information.
Seriously???? Is there anyone out there in the large organisations and corporations that actually know their job???
Only a few I would guess.
Whoever started this thread - you got it right!!!!!
Footnote : Had to add two more logins and passwords to my ever growing list as a result of those couple of hours of calls and internet activity.

yobarr · Guru

rmoor wrote:
Only yesterday I lost a few hours chasing up some relief for my electricity bill.
Started with my provider (Origin), who after a few minutes of I.D. stuff and a six digit code to my mobile, in about 20 seconds gave me 10% discount off my bill.
Then the fun started, when I enquired about the rebates, I got completely lost.
The Origin guy said the rebates are handled through Service NSW.
So I do as I am told and go onto that site, input drivers licence and medicare card details, all fine, input national meter Identifier, all fine.
Then when ready to go, I get the spinning wheel, for ages.
So, I ring Service NSW, lady there tells me - wrong, not on that site, my electricity provider sets the rebates up. Frustration???
I say to her - so he told me wrong??? So I ring Origin back, get a non-english speaking woman who I could not understand for the life of me.
So, I gave up.
Will wait until I get my next bill, then ring again and see if I can get some creature who actually knows what they are talking about and can convey the correct information.
Seriously???? Is there anyone out there in the large organisations and corporations that actually know their job???
Only a few I would guess.
Whoever started this thread - you got it right!!!!!
Footnote : Had to add two more logins and passwords to my ever growing list as a result of those couple of hours of calls and internet activity.

Try WATTever, a site that compares Electricity prices in NSW, at least, and maybe others. Mate in Bathurst saved heaps. Cheers

msg · Guru

I don't know, but it seems to me all a bit odd.

All these companies, without fail seem to have lost their interest in their customers.

Profit above all else seems to be the game of the day. And its worldwide not just here in Australia.

Are they all colluding?

What is going on. Do they know something we don't?

rmoor · Senior Member

msg wrote:
I don't know, but it seems to me all a bit odd.

All these companies, without fail seem to have lost their interest in their customers.

Profit above all else seems to be the game of the day. And its worldwide not just here in Australia.

Are they all colluding?

What is going on. Do they know something we don't?

I think it is just apathy.

With a mix of greed and international ownership of so many of our "former" assets.

The word "loyalty" must have been removed from the dictionary.

Also evidenced by the huge amount of scammers, hackers and the like.

They are all out to clean our bank accounts out, and probably will in time.

Interesting the arguments at present with Coles and their almost Nazi like security upon their customers now.

As one commentator said last night, they introduce self scanning checkouts to cut down on staff and wages then treat all of their customers like criminals with massive new surveillance techniques.

It is certainly a strange new world we are in now !!!

It seems like we all no longer have a "voice".

msg · Guru

Some of it could be a reaction to the rioting in the US supermarkets. Getting all caught up in the hype? Just an excuse to do what "they" want?

Thinking Australians might go the same way, so are they getting prepared?

Pradokakadudavid · Senior Member

Yep quite right. I am sure their aims are to sack us all to save money and hence boost shareholder profits. If you think it is bad now, wait for AI to completely take over!!!!!!!!!! We are manufacturing our own demise and are too stupid to see it.

Good luck.

David

JayDee · Guru

Hi, It is me Jay&Dee who started this post.
I have just spent 29 minutes waiting on the phone for someone from Australian Defence Health to answer my call.
No response. Hung up and then then proceeded to send an email, only when it came to send it not go through.
Makes me want to join another health company but the cost would be greater than ADF.
I for one can not understand how these big companies can stay in business.
My view is once they have our business they just hope you will give up and finally surrender to their poor phone customer service.
Any suggestions as to who we complain to?

Frustrated

Jay&Dee

msg · Guru

I think thats one of the problems Jay&Dee. Who?

I had an issue with a smash repairer and when the work wasn't finished properly, I appealed to the assessor of the insurance co. who agreed with me, but, didn't do anything about it.

I think he didn't want to upset his suppliers. It's been 12 months and I still haven't OK'd the job or paid the excess. I'm pretty sure thats the way it will stay. I give up. Easier for me to buy the missing bit and do it myself.