March 18th, 2003

Roman

wonders of the modern world

I am chatting online with a customer service agent from turbotax. I love this. Much my preferred way of dealing with issues.

I tried to open turbotax after installing my new hard drive and it told me I needed to pay for it again because i was on a new computer...So I went to customer service and they gave me a new code. But then I discovered I needed an "order number" as well. So I'm back. It's relatively painless. Much MUCH better than listening to that music one gets on the phone. And I can write a journal entry while waiting for a response. I suspect these agents answer several questions at once, have the boxes lighting up on their screens the way they do when a bunch of guys on yahoo chat want to talk. Hmmm. That reminds me. I haven't done that for a while.
Roman

(no subject)

Now I'm beginning to feel like I'm in the middle of a comedy sketch.

The first time I contacted tech support they grilled me on my purchase and finally gave me a new product key. I thought that would do it, so I said thanks very much and closed the window.

When I got to the turbotax dialog box, it also asked for an order number. So this aft I went back and asked for an order number. I got one. I gave the rep high marks. I asked him or her what's the best way to make this work and he or she said I may have to reinstall the program.

So I started reinstalling, and zam, up pops the message saying I need to pay again. I get in there, enter product key and order number, and now it wants an activation number.

I went back to the web chat, got an agent, told him or her the problem, and he or she says I need sales and service, not tech support (even though the FAQ says contact tech support). This agent gives me the home page URL for support, which is no help at all. I close that window. I am now making my fourth try.

Did I say I love this? The phone is starting to look good now.
Roman

(no subject)

So now I have "escalated" to a supervisor. Working on it. I have spent the last hour on this, plus last night's session. If they are trying to make it difficult they've succeeded. What's funny is that each time I get a survey. The first time I said all is wonderful, the agent knew the job, all is solved. The second time I said all is fine, we've got it now. The third time I said it all sucks, and the fourth time the survey window did not open, and the fifth time I went for the escalation option.