It depends on the person. Period. Some people who work on the help desks are trying very hard to help you. Others are simply drawing a paycheck and could care less that you have a problem. The companies that hire these people should certainly screen them better, for one thing, and should monitor their progress for another. If they do not show that they have a clue, remove them. The frustration that comes with dealing with those people is huge. You know, I have read tons of those supposedly funny (some are hilarious) conversations from the point of view of a help desk person. Frankly, I would like to know where these people are when I need assistance. They seem to have a brain cell connected to at least one more. I am the customer and my conversations sound more like those but in the reverse.
Recently, I had some problems in my Paypal account because there were two unauthorized payments sent out for magazines we no longer take. The company that took the money is not familiar to me except for what I read about them. In fact, the company in question is a ripoff outfit. They take money from your account making it appear to be legitimate for magazines. If you do not catch it, they win and get your money too. They took nearly $50 from my account. OUCH! So, we called Paypal to see what could be done. The guy on the phone was great. He took care of the removing the transactions. My money was returned to me within a few days. Very nice. In addition, he advised that I cancel the current Paypal card and have them send me a new one. I agreed since it seemed like a really good idea to stop those folks from doing it again. He said that the card should be sent to me quickly. End of conversation. Very satisfying.
A few days later, I did receive the money back into my account. I have patiently waited on the Paypal card to be sent to me since I needed it for some last minute shopping for Christmas. Oh who am I kidding. I am DOING my Christmas shopping and definitely need my card since there are a couple of places, that’s all I can use. One of the most prominent will not ship anything without it.
After seeing the mail today and the card is still not here, I started getting a bit desperate. As anyone knows who buys at this time of year, it is sort of a crap shoot whether you actually get the items or not by Christmas so the earlier the shipping the better. But I still don’t have my card. So, once again, I called Paypal. Those extremely competent people at the help desk must have all been out to lunch. I talked with a young lady who was pretty hard to understand with a very thick accent. Without trying to offend anyone, I would really like to talk with someone who has English as their first language when dealing with such problems. There are too many misunderstandings this way.
She was very helpful as far as she could go. She had no idea about the Paypal card and when it was sent. That sounded somewhat ominous to me. She put me on hold for over 10 minutes. No clue what was going on. When she returned, she told me that the card had been mailed out YESTERDAY!!! Now I had assurances from the other guy that it would be sent out much sooner. And then when I told this to the young lady, she said something that only hit me later. But it was so stupid that I cannot even fathom why she would say it. Perhaps you can catch this?
She said “Ms L., the card was sent out yesterday. If you look on the back, it states that it would be sent out within 4-6 weeks.” Anyone catch that?
And now that I have had time to think about it, I wish I could be back on the phone to talk to her again. However, I will suffice it to say that THIS experience is more in line with what my usual help desk experiences are like. I know you will get the problem here. So I will just say that I hope your shopping is going better than mine.
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I’m at a helpdesk of a company, you are right but it is so hard to deal with people, believe me.
you make a great point — it really does depend on the person.
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