SOL21: On Hold, Again...

            Yesterday I posted an experience of stubborn perseverance (redundancy?). Today I engaged in some stubbornness, then gave up.  

         I got my cable/Internet bill today, with a welcome one-time rebate of about 40 percent and an offer of 3 free months of HBO or 6 free months of Showtime. It seems my cable/Internet provider has made a settlement with New York State because it didn’t provide the Internet speeds or coverage it had promised the state it would. I guess this is the company’s punishment, although I’d also like to have that Internet speed as well.

            The offer included a telephone number “to redeem your offer.” So I called. Of course, the phone was answered by a recording, and you’d think it would have been easy to program that recording to let me choose my HBO or Showtime channel. But no such luck. It took me a while to figure out what “problem” I had to tell the recording so it would connect me to the correct “representative.” I was on hold for maybe four or five minutes, but within a minute of a human being answering, my smartphone dropped the call.

            That just made me want to dial that number again. This time, I got past the recording more quickly, but that just put me into telephone hold musicland faster. And I was there for 30 minutes. Thirty minutes! I hung up because it was getting late and I had to eat dinner.

            Will I try again? Probably. Once I decide whether to go with HBO or Showtime. What’s your choice?

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SOLTuesday: Telephone Hold Limbo

            This morning I spent at least half an hour with a phone plugged into my ear.

            I had to call the Transit Authority about a reduced fare Metrocard I lost a couple of weeks ago, and which I had reported lost a couple of weeks ago. I looked up the number online and dialed what I thought was the right number.

            Of course, I first had to go through the routine recording “as our menus have recently changed,” until I got to the part where I could say “representative” and get into the hold queue. The music wasn’t bad, at first, interrupted maybe every 15 seconds by the recording apologizing for the wait time, but after a while I realized it was only a two-bar riff, repeated endlessly, and it became boring quickly.

            Fortunately, with a cellphone, it’s possible to be on hold and do other things, so I spent this 15 minutes doing necessary stretches. However, when I finally reached a human being, explained my problem (had my replacement Metrocard been mailed?), and learned I wasn’t in her system, it turned out I had called the wrong number. I should have called a city number: 511.

            Dialing 511, however, got me a recording saying it wasn’t a valid number. WTF?!

            Next I tried the all-purpose 311. The recording here misunderstood the reason for my call and sent me to a lost and found person. (Not too long a wait on hold.) She started to tell me how I could go to the website, and when I said I’d rather speak to a human, she laughed and said she was supposed to tell me all my options. She successfully switched me to the 511 number.

            After a brief hold here, I learned that there’d been a “backlog” in replacement cards and mine wasn’t even ready to be mailed yet. (Internal scream of exasperation. With reduced fare, I can only get one round-trip card at a time when showing my Medicare card. This is beyond annoying.)

            Well, if it hasn’t been mailed yet, where is it mailed from? I ask. From lower Manhattan, he says. Can I come pick it up then? Yes, he says. He’ll put a hold so it won’t be mailed out, and I will be called and left a voicemail when it is ready. That should save a couple of days in the Post Office.

            All of this took only half an hour, but it disarrayed my whole morning.

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