Posted on Saturday 30 July 2005
Sometimes I wonder why some companies even give you the option of contacting customer service via email if all they’re going to do is ask you to call their 800 number. How about just getting rid of the email option if it’s just going to be a useless step?
Case in point, we signed up for SBC/Yahoo’s $15/month DSL deal at Best Buy. The Best Buy employee has no idea whether I have to be at home the day the service activation is scheduled to occur. So, I go to SBC’s website, follow the “Contact Us” links to send their customer service an email asking whether or not I need to be at home when the service is activated. If ever there was a question that could be answered via email, this was it: a yes or no question that deals with a very common procedure. Their email response: this matter would be best dealt with by talking to a live operator, please call our 800 number.
What in the heck is the point of giving me the email option? I don’t understand.
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