I think he means....
that people don't want things to go wrong and they would much rather things were working than call them.

I've had pretty good experiences with call centres but other times its been like pulling teeth.

BT made an error (surprise!) They thought I hadn't paid and cut me off. I phoned and explained that I have paid on time they checked agreed and said I would be reconnected in 24 hours.

They connected my phone but my internet never came back. The people at the call centre insisted that it was my computer and not them and that they could tell by pinging my router that it was all working. I explained many times that I have 7 computers all of which connected fine before and still connected to the wireless but had no world wide web. I was made to jump through hoops on all 7 computers before being put through to a higher level technician and then had to jump through more hoops. They all insisted it was my hardware no matter how many times I explained that I had been cut off in error.

Eventually after about 4 calls and many hours I said I would like to cancel as theres no point paying for something that didn't work. I was practically begged by some poor indian guy to not cancel (I presume he would get in to trouble) and to let him call me back the next day.

The next morning like magic everything worked. When my contract ends I won't be using BT again but then I expect its going to be the same whoever I go with.
( Peej, Tue 9 Sep 2008, 16:43, Reply)