No, no it isn't. You as a customer are not important to them. Don't believe a word of it.
I spent 3 hours on the phone with our cell phone carrier this afternoon trying to add two numbers to our business account.
The right hand does not only not know what the left hand is doing, it doesn't even know there is a left hand! I was helped, rerouted, and dropped, called back, and rerouted over and over again.
There is a different department for everything you need to do and those different departments are all only within a certain demographic of either business, regular customer, premium business, etc. Unfortunately for me, I needed to switch between two different demographics. One didn't know what to do, supervisors were contacted, I was rerouted to another individual who did something else, then sent me on to another demographic. In the mean time I'm disconnected.
The kicker was I wanted to pay a bill for an account that was not mine. How often does this happen? Apparently a great deal because you can't pay someone else's bill without their permission, which has to be done in person, (them on the phone).
I am trying to give you money. I explained this repeatedly. It didn't seem to compute with any of them, I finally began to express my frustration with the whole process and low and behold things began to happen. When I explained that I had been on the phone, literally for hours, things REALLY picked up.
These are the things that make customers jump ship and change carriers.
Needless to say, they didn't ask me to take the survey at the end of the call.
