Tag Archives: call center

“Barclaycard” Is An Insult To British Banking; Their Call Center Is An Insult To Humanity.

by Anura Guruge



In over 40-years of using credit cards I have never, ever, experienced such atrocious customer service as that I got (or more to the point did NOT get) from Barclaycard’s moronic Call Center in the Philippines.

Wow. Wow. Wow.

Yes, it took Amazon ten-years to perfect it, but Amazon’s Call Centers in the Philippines (and I think they have three locations) are outstanding.

Not so Barclaycard’s. Theirs is worse than a nightmare. The representatives are barely literate. I kid you not. They have no idea what you are talking about. I don’t think they have ever used a credit card themselves. All they can do is read a script. I feel sorry for them.

As a proud and patriotic Brit, I am ASHAMED that Barclaycard is British. Barclaycard is a sad affront to the long and mainly distinguished legacy of British banking. I, as a teenager, had my very first bank account at Barclays. I was chuffed to be a Barclays’ customer.

Not anymore. I closed my damn Barclaycard account.

Their Filipino Call Center. I don’t want to be TOO RUDE, but ‘Boy of Boy’. Talk about incompetence. Talk about rank stupidity. But, not their fault. Barclaycard has NOT trained them.

Barclaycard really has let the side down with this Call Center. I can’t tell you how BAD they were. It was that bad.

Take my word. I never mislead you. Do NOT deal with Barclaycard. IF you do, YOU will live to regret it.

Close your Barclaycard account. Burn your Barclaycard.

In my experience you cannot go wrong with a ‘Bank of America’ credit card. You get to deal with Americans not folks whose English is marginal.

So, ditch Barclaycard, get a BofA Credit Card. You will THANK ME for this advice.


Related Posts:
Search ‘credit cards.


by Anura Guruge

All The ‘CreateSpace’ Call Centers Still Active Under Amazon’s ‘Kindle Direct Publishing’ (KDP).

by Anura Guruge



KDP ‘Contact Us’ Help now includes TELEPHONE support — just like what we used to have with CreateSpace. See below.

This is new. KDP only used to be e-mail (and I would know since I have been using KDP for over 8-years).


Click to ENLARGE.


So, I tried it out. Transpires that I got the CreateSpace Ecuador Call Center. I asked them about the South Africa Call Center. That is still active too. I was told that ALL of the CreateSpace Call Centers are still active and that the deal is that they will continue to be active.

This is GOOD NEWS. I am also very happy for the Call Center folks.

Just wanted to share this with you.


Related Posts:
Check Category ‘books’.


by Anura Guruge


‘CreateSpace’ Is DEAD, Long Live Amazon’s ‘Kindle Direct Publishing’.

by Anura Guruge



Click to ENLARGE.


Click to access my Feb. 2017 post.


Yes, we all knew for over a year that it was going to happen, BUT it was still a shock — and very sad — when it happened.

I liked CreateSpace. We had our issues BUT they tried and there was ALWAYS somebody you could talk to at the end of a phone line. That is gone.

I feel bad for all the CreateSpace folks that have lost their jobs — especially in the South Africa Call Center. They were so good and so helpful.

I hadn’t logged onto CreateSpace for months — not since July 2018! I have been busy proofing a 475-page book. Today, with the proofing finally coming close to an end, I logged on. I was confronted with a message that I HAD TO MIGRATE all my titles to KDP — using a tool they provided. That was a shock.

Since I had 18 titles to transfer it took some time. I haven’t checked whether it all worked ‘OK’. I am kind of despondent.

Sad day.

Not sure why Amazon felt the need to kill CreateSpace. I think it was a false economy.


Related Posts:
Check Category ‘books’.


by Anura Guruge


Amazon’s Call Centers In Philippines Are Unbelievably Proficient — Just Amazing!

by Anura Guruge




Yes, it was not always the case and I do remember, vividly, getting very upset with the then Manila Call Center. But, those were the early days.

They really have worked diligently to really up their game. Over the last few years they have become REALLY, REALLY GOOD. Staggeringly good. So much so that I look forward to hearing a Filipino voice on the line. I then know that I will get outstanding service.

I had a call with them ‘today’ (i.e., Monday) to sort out a return from prior to Christmas.

The lady I dealt with, at the Cebu Call Center, was just OUTSTANDING. The dedication is beyond the pale. They are so committed and so well trained. It took her awhile and I was put on hold a few times but in the end she sorted it all out — immaculately. Then even confirmed it all in an e-mail without I having to even ask for it.

The Philippines have done well.

Until ‘today’ I did not realize that they now had multiple Call Centers in the Philippines and Cebu is a fair distance from Manila.

Amazon did well — as ever (I guess). When they first started off in the Philippines I thought they had made a horrible mistake. They have been vindicated. Yes, it is all training and I guess staff-retention. But, they have done well.

As an Amazon shareholder I am very proud and happy.


Related Posts:
Search on
 ‘Amazon’.


by Anura Guruge

Google Pixel 2 (Oreo) — 6 APPs I Installed Disappeared, UNINSTALLED by System!

by Anura Guruge



I posted at “Android Central”. Click image to access my post … thread.


As some of you know (from all the posts on this blog) I got myself 128GB Google Pixel 2 phone for Christmas 2017 — my first real smartphone.

I got it mainly for the camera, but I am glad to have a decent phone — though I still prefer to use my ASUS ZenPad 10.1″ running Android 7.0 for most of the APPs because I like the bigger screen.

Between Christmas and Friday I installed 8 APPs from the Play Store. They are APPs that I also have on my ASUS ZenPad.

These 8 APPs were:

1. Garmin Connect

  2. Samsung Gear

  3. FAST (speed test from NetFlix)

  4. Amazon Kindle

  5. Bank of America

  6. Fidelity Investments

  7. Project Fi

  8. NVMS7000 (security camera app).

Configured them all with account numbers, passwords etc. AND used them all. Took me 20 minutes to set up NSMS7000.

This evening, i.e., Saturday, December 30, 2017, I went to use FAST.

It was NOT there!

Then realized other APPs were missing. Home screen nearly empty. See above image.

From the 8 installed ONLY Project FI and Samsung GEAR remained.

Others gone. Not in APP tray. Not in APPs.

Appears in the Play Store Library — but not as INSTALLED.

I did NOT uninstall them.

Just disappeared.

NOT good.

I just reinstalled and configured them — with the exception of NVMS7000. That takes time and I need my tablet to serve as crib sheet for the settings.

The missing APPS REINSTALLED. Yes, reinstalled. Now I have a screenshot record. Click to ENLARGE.


Called up Google Support. Got the Manila (Philippines) Call Center. That is a frigging JOKE. They are doing ‘ganja’. It is so strong you can smell it over the phone!

 


Related posts:
Search ‘Pixel 2’.


by Anura Guruge

TDS Internet Down In Alton/Barnstead — AGAIN — December 14 – 15, 2017.

by Anura Guruge



Since I have both Metrocast and TDS internet I did not notice that TDS was down till around 10:10pm on Thursday, December 14, 2017.

Spent a few minutes double, triple checking my network at home.

Then called TDS. Got the infamous “hello manJamaica Call Center! After 30 minutes he grudgingly admitted we had an outage in the area.

Since then I have seen on — Twitter and Facebook — that I am not alone.

There is no “ETA” for when it will be fixed. It could be the COLD. I kid you not. Most likely one of the computers at a Central Office (CO) froze because TDS is pretty cheap about keeping their buildings heated.

So, a heads up.

I will keep you posted though I am going to bed soon. {Smile}


Related posts:
++++ Search ‘outage’ for other posts
>>>>


by Anura Guruge

Healthcare.gov, i.e., ‘Obamacare’ Website — 2017 — STILL A Frigging Disaster.

by Anura Guruge


Click to ENLARGE and stare at in amazement & anger.


I can’t tell you how frustrated, angry and crushed I am.

Since Friday, December 1, 2017, I have spent over 5 hours — including 3 phone calls that laster over 3 hours — trying to get DAMN coverage for 2018. I am willing to pay whatever. Just don’t care anymore. I just want this frigging system to stop torturing me and SOME of the CROOKS who provide telephone support to stop lying to me outright.

Yes, there are some OUTSTANDING and very caring people that you can sometimes get at their Call Center.

Well this morning I, alas, to my misfortune and cost, got an outright, lying-cheating bastard. It was a man, and by his accent, the way he talked and his vocabulary I will just say that he was not Asian, Hispanic or Caucasian. He CONNED me for 1 hour and 20 minutes. He would not let me be logged at the same time as him. After 80 minutes he told me that he got me the coverage — both health and dental. Told me the names of the plans and monthly premiums. Then he hung up. I immediately logged on. HE HAD LIED. He had lied through his f***ing, bloody teeth. He had duped me. He had NOT got me coverage. My application was left UNFINISHED.

I had to call again. This time got a LOVELY lady called ‘Sherri’. She was wonderful. I was on the line with her for an hour.

But, she admitted that she could NOT get me coverage.

Nothing wrong with my application or eligibility. System ERRORS. She had 3 people check my application. The system goes all the way to allowing me to pick plans … then CRASHES.

I hate this system.


Related posts:
++++ Check Category ‘healthcare’ >>>>
++++
Search ‘Obamacarefor posts from prior years >>>>


by Anura Guruge

MetroCast Down In Alton (NH) For 56-Hours Following Blizzard Of 2017.

by Anura Guruge


I write this as one:

  1. Who regularly SINGS the praises of the MetroCast high speed Internet service; viz., Example 1Example 2 & Example 3.

  2. Who has been a MetroCast customer for 20 years.

  3.  Who was the ‘Customer Support Manager’ for ITT Business Systems (UK) & Northern Telecom Business Systems (UK).

  4.  One who in February 2015 filed a BBB Complaint against MetroCast — and prevailed.


Yes, we understand that the storm was disruptive and wreaked havoc.

My gripe is the LACK of communications and the sheer disregard for customer relations & the POOR lack of redundancy in network design.




That the Call Center was down for that long is not acceptable.

That it took SO LONG before they started posting updates on Facebook was not acceptable.

That the Facebook updates, to begin with, were so sporadic was unacceptable.

That the Facebook updates did NOT reflect reality and was indeed FAKE NEWS was unacceptable. I had firsthand experience of this. I finally managed to speak to a MetroCast rep. at 11:57pm on Thursday night; March 16, 2017. As usual he was VERY NICE. I told him that the latest Facebook update was saying that the Alton node had been activated. He told me, point blank, that that was NOT THE CASE! And the Facebook update had been made at least 30 minutes earlier.

Yes, I had my service back, at full bore (i.e., 150/160Mbps), 14 minutes later! Coincidence.

Not sure how many of YOU remember. BUT we had a similar MetroCast flap in February 2015.

MetroCast was NOT UPFRONT with us on that.

I ranted and railed … and filed a BBB complaint.

I know that heads rolled!

Not sure whether a VP should be held responsible for this. But, IF I was MetroCast NH’s Customer Support Manager I would have handed in my resignation this morning.

I am glad that I have my 150Mbps back.

I was NEVER without Internet — thanks to TDS.

I have BETTER REDUNDANCY at my house than MetroCast has in their network.

I have a separate 15Mbps TDS Internet connection just in case!

I am, as of right now, going ahead and getting a load-balancing router and UPGRADING TDS … {SMILE}



Related posts:
>> Search on ‘TDS’ & ‘MetroCast’ >>>>


by Anura Guruge


Healthcare.gov (Obamacare/ACA): Kudos Upon Kudos For The Amazing Call Center Reps.

.Anura Guruge December 2014 thumbnail
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by Anura Guruge


healtcaregovcallusdssfRelated posts:
>> Automatic re-enrollment.
>> NH health care premiums up 29%!

>> 88% tax penalty on Obamacare!

++++ Search ‘healthcare’ & ‘Anthem’ for the many, many posts on this topic >>>>

Also Category ‘Health Care’ that should bring up ALL ‘Obamacare’ posts >>>>


As with most things in my life, of late, my fervent hope that I would be able go through this year WITHOUT having to deal with the dreaded healthcare.gov came to naught. My plan to rely on the automatic re-enrollment, even IF it cost me more, just to avoid the aggravation of dealing with healthcare.gov unravelled, in a hurry, when I found out that I had no choice but to put the two kids on my insurance.

So with utmost trepidation I logged onto healthcare.gov. The system was all primed to handle my re-enrollment.

To be fair the system is at least 1,000 times better than it was in 2012 — and quite a bit better than it was last year.

It is actually getting pretty slick!

95% of the data was preloaded and updating it was a snap. Yes, there is still some infuriating ‘questions loops’ you have to answer BUT it is not too bad.

After saying all of that, in the end, it still SCREWED UP BIG TIME. It ended up saying that my eligibility was different to that of the kids, both minors — and here is the real kicker, they claimed I had ‘better’ eligibility than the kids! That obviously is wrong.


obamacare2016So I had to call the Call Center. 15 minute wait.

Then I got ‘Wendy’ (and I think as with most call centers they use arbitrary aliases).

The healthcare.gov Call Center Reps., from the getgo in 2012, have been SUPERB. Outstanding. Brilliant. Exemplary.

Wendy was magical. She is a genuine veteran. She has been there since the very start in 2012. She knew her marbles.

As soon as I started explaining the problem — and I did NOT have to finish — she knew what had to be fixed.

She fixed it. That is something very nice about the system: the reps can go in there and change values, on your application, without you having to do it.

I then begged her to stay on the line till I enrolled. She did. They really are trained to spend as much time the caller wants. Amazing.

Yes, I could have done the rest on my own BUT it was so much quicker and easier with Wendy.

She advised me to get a ‘Silver’ plan rather than ‘Bronze’. And to be FAIR I no longer care about the cost! ‘They’, THE GOVERNMENT, is going to tax me one way or the other. So might as well get a Silver Plan and pay less taxes rather than get a Bronze and pay more taxes.

Yes, the system, still has problems with document submission. Though I uploaded the documents I am not taking any chances. I am mailing them in too — today.

So that is my healthcare.gov story for 2015.


Amazon Sends Us 3 ‘Barbie Collector 2015 Holiday Dolls’ That We Did NOT Order!

.Anura Guruge December 2014 thumbnail
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by Anura Guruge


Other Related posts:

++++ Search ‘Amazon’ for many other related posts >>>>


Click to ENLARGE. Three (3) “Barbie Collector 2015 Holiday Dolls” and two vials of concentrated ‘perfume’. In the box they arrived in.


barbiemistake

Amazon listing, from a few minutes ago, for the Barbie. Yes, there is a non-holiday one for $25. But we got the Holiday ones as you can see from the box. Search on “Barbie Collector 2015 Holiday Doll” on Amazon for listing. Click to ENLARGE.


I won’t deny it. We do a LOT of our shopping, online, on Amazon. We have Prime and as such there is no shipping. So it is more convenient than driving to Walmart in Rochester or Concord.

On average, year round, we probably get one Amazon shipment a week, but most of the time we get 2, 3, 4 or 5 deliveries a week! We are BEST of friends with our UPS driver. Now that it is Christmas, and given that I do 100% of all my Christmas shopping online (and I have a LOT of shopping to do), we had 5 LARGE boxes delivered by UPS (and two small ones by USPS). [[Oh. I do own Amazon shares. SMILE. So in away I don’t mind spending at Amazon. SMILE.]

I was EXPECTING 4 large boxes BUT not a 5th. Plus I check my Amazon orders, each ‘morning’ (around 1 am before I go to bed), to see what is being delivered that day. The 5th box was also badly taped. I opened it. You see the picture above.

Deanna was there. I was a bit taken back. I had NOT ordered these Barbies. Neither had Deanna. Yes, Deanna and the kids (who all know my Amazon password) put items in my shopping cart and I just order them. But I had NOT ordered these Barbies. We thought it might have been one of the kids — though they would have to have done it through one of our accounts AND this box was CLEARLY addressed to me. We also KNEW that it could NOT have been a present (say from Teischan’s brother) BECAUSE nobody would send 3 of the SAME Barbie (not even my son).

Then came the FEAR that we had been scammed. Ran upstairs and checked all the important credit cards and my Amazon order record again. NADA.

‘Called up’ (well they called me per the ‘Call Back’ feature) Amazon at the Call Center in Manila, Philippines. Got a young man who was quite good. THE ONLY identification on the box was the UPS Tracking Number. So that was all we could go by. I tracked it on UPS as did he.

We were on the phone for 40 minutes with two holds.

Amazon HAD NO RECORD, whatsoever, of this shipment!

It was eventually determined that an UPS Shipping Label created for one of my other boxes had been put on this box. OK.

But here is the crazy thing that even THEY couldn’t explain. The label was supposed to go on a box with an Ukulele for Devanee. I got the Ukulele — FINE — in one of the other 4 boxes.

Bottom line they TOLD ME to KEEP IT! Give it to charity. We had already figured out that that would be what happen. Deanna had Googled. Had happened to others and in EACH CASE Amazon had told them to keep the shipment. Not sure I like that as an Amazon shareholder. Whoever was expecting the dolls will get ANOTHER SHIPMENT — just late.

Well as the saying CLEARLY states: “Charity Begins At Home”. So we gave one Barbie to Teischan. She wasn’t that excited. She is into ‘expensive’ American Girl Doll dolls.

The other two DEFINITELY will go to good homes. I am happy.