American has introduced a new voice response system. They “say” they are making it easier for you. I respectfully disagree, but not without caveats.
Before I go into what will inevitably be a rant, let me cover the basics for what American’s new system should allow you to do without talking to a person:
Unfortunately for me, the new system won’t work. American Airlines’ twitter team has been pretty proactive with me, once I voiced my displeasure and identified the issue – apparently there’s more than one account that has my cell phone number on it. I suspect this is not uncommon, given how often folks used to change numbers. I just need to call AAdvantage customer service during normal business hours to fix it. It’s on my list, I’ll get around to it, I’m sure.
My Rant
First, let me say: I’m always happy when technology can make our lives easier. The problem I am increasingly seeing in every aspect of my life however, is that technology is being used to keep me from speaking to a person. When I call American, or really anyone, I’m not calling for an automated system to say “Hello Trevor”, no, I’m calling because I have a problem, and I need it fixed. Now. If I thought I could get said problem fixed just by going online, I would’ve, yet most online recordings say “you can also do this by going to your account at www.aa.com” for example.
In addition to the other points, when I finally get to an agent, I always ask “did my information come through?” Its amazing how many times (and not just American) the answer is “no.” So why would you have a computer bother to ask the information, if that information doesn’t pop up on the screen of the customer service agent one is connected to? Its a waste of time!
The coup de gras of the whole situation, however, after you’ve told the machine your Aadvantage account number, and jumped through a few hoops, you get a disclaimer! It goes something like: You can’t bring combustibles, flammables, or other TSA prohibited items. This cracks me up, because I’m listening, thinking to myself, what Executive Platinum (aka 100,000 mile flyer), doesn’t know not to bring a gas can and a lighter on his flight. That said, I don’t have the verbatim text, because, of all ironies, since my wife and I have a flight in the next couple of days, we get the “you’re eligible for an upgrade, would you like to speak to an agent.” and apparently, when you get that, it’s your ticket straight to an agent. The first time, I thought it was a fluke, and well, since I had an agent, I went ahead and booked award flights to Reykjavik (KEF), via Europe, because, why not? Needless to say, I was quite surprised, when the second time put me right to an agent.
Wrapping Up
The long and short of it is this: Technology should make life easier. Easier is getting to another human being faster, or solving your problem, and if I can’t fix my problem on the computer, I’m pretty sure a voice response system can’t fix it either.
What do you think? Is this an improvement or worse than before?
It’s terrible. A HUGE perk of being EXP was that I could call the EXP line and talk to a human within 10 seconds, most of the the time. Now that is gone. I consider this a devaluation of the top-tier status.
Automated attendants were invented by the devil. And Centurylink’s may just be the worst of all. In the first place, despite the fact that a small percentage of their customers use their phone service, without the “phone number” associated with your account, you get nowhere. Even if you do get an actual person.
But that means going through 5 minutes (I counted) of auto attendant hell, before you get put on hold for at least 10 minutes. Last week, every time the recorded message told me that I could fix my issue online, I wanted to strangle someone. I was calling because a 30 second power outage, 2 hours before, had shut off our internet connection.
There really is no such thing as a system that makes you talk to a computer, that increases your convenience. What it does do, however, is increase their bottom line. Which is of much greater value to them.
I think it’s terrible. Since I book award tickets for a service, I hate that my name and account get pulled automatically…99% of the time I DON’T want them to know who I am (I accidentally funded someone else’s ticket once because my account was automatically attached…got it fixed but now I have to call from a web-based number so that doesn’t happen again). Additionally, you wouldn’t believe how many times I input through their system I want an award ticket to some international destination only to be connected to domestic awards…and then sit on hold again when I’m transferred. Would be SO much easier with number prompts and live agents!
@Becky – I’m in a slightly different situation – it doesn’t recognize me, so I have to go through the whole prompting and everything. Either way, its bad for everyone — Except! If this stupid system means that they stop saying “We’re too busy, call back later “
Automated phone systems are designed to reduce the cost of customer service. If they do that by making you go online or just by pissing you off enough to avoid it, they win. That said I’ve been reasonably pleased as an explat with AA’s service and aside from the disclaimer have been able to get to an agent pretty quickly.