my never-ending battle with customer service

[waider]

I decided to try getting my aer lingus profile sorted out, since it's kinda annoying that I can't look up flights I've booked nor update my profile to have a proper phone number, so I phoned their tech support today. The tech support starts out with a recorded message giving you what I presume is the FAQ, after which you get the usual "press 1 for the guy on the left with a three-ring binder, press 2 for the guy on the right". A pleasant but plainly non-technical girl attempted to guide me through the use of Internet Explorer, which conversation featured such gems as "you should go to www.aerlingus.com, not www.flyaerlingus.com" (try it; column A redirects you immediately to column B) and "what is your broadband provider, sir?" "uhhhh, I don't think that's an issue. I'm in the office." (unsaid: "We've probably got more bandwidth than you have."). Ultimately she concluded it would have to go to the IT department, who she was going to have to email, and she told me she'd call me back tomorrow "between 9:30 and 12". I'm curious to see how this pans out...

Comments

[mopti.livejournal.com]

It must be frustrating when you don't play your assigned role. When you call these people, you are supposed to be boop with low IT literacy, not an IT overlord.

(And anyway, what matter to them if they don't sort your problem? Heck, unless loadsnloadsnloads of customers start demanding any functionality on the site, more than "book this flight for me now", why bother fixing what ain't "broken"?)

[(Anonymous)]

And you really think they are going to call you back? Oh Brother, Where Art Thou? Mars?

[waider.livejournal.com]

Eh, no, I said I'd see how it panned out. Predictably, no phonecall.

[waider.livejournal.com]

Actually, I generally try to play the norm in situations like this; I've even happily told someone I'm following their Internet Explorer steps when I'm running Firefox.