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by johnklos
1269 days ago
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Communicating with any large company. Try to tell Google, Verizon, Microsoft, American Express, et cetera, that there's something wrong with their servers, or some security issue with their site, whatever, and you'll either not be talking with real humans (Google) or you'll be trying to explain email servers to first level phone support who think that if it works for some people, then the problem has to be elsewhere. The same goes for companies that have no way for humans to contact them yet have, for instance, old people who need to use them. They ignore ADA requirements for TTD contacts. They have no way to skip their automated phone systems or voice activated systems. They have outsourced people who know nothing about the companies' products and no way to escalate anything. These problems are getting worse over time. |
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On a daily basis, my team (which consists of 2 people only, on a good day) deals with hundreds of partners facing dozens of different issues. We are only trained to deal with maybe 3% of the issues we receive -- the rest, we must redirect to other dozens of internal departments, or escalate to other teams.
The problem is: I (and my colleague) have zero idea who is the correct team to re-direct to/escalate most of the time. This is not because we don't want to know, but because most of the time even our leaders and their leaders have no idea who is the right person to deal with those problems.
The company is so big (and not properly organized) that some issues their business partners' face go almost 2 months without a solution, with endless email threads of one team pinging the other...
It is bad for the costumer/supplier, and also for the employees, who have been alienated of their job and are left to "none's devices" to do their job.