I am having ongoing turmoil with Embarq, our preposterously named local telephone company. Crazy charges have been showing up on my bill. Hundreds of dollars in long distance. It’s a saga that would take years to explain in writing. Today, I will give you a glimpse into the business processes that make Embarq the well oiled trainwreck it is. Since I’ve had such difficulty getting someone to help me when I call the company on the telephone, I decided to try their online “Live Person” customer service agent chat program. I present to you the transcript. While you’re reading, I’ll be over in the corner slitting my wrists.
KP
Hi. I want to send you a letter detailing my recent troubles with Embarq & Sprint. Can you please give me an address?
System
David C has joined this session!
System
Connected with David C
System
Welcome to Embarq! I will be glad to assist you today. Please give me a moment while I pull up your account.
David C
Welcome To Embarq, the reliable choice for all of your communication needs. My name is David and I will be more than happy to assist you today.
David C
I will send you a link to our web page where you can view the address.
KP
I’m on your web page on the “Contact Us – Residential” page and there is no physical address listed.
David C
David C pushes page, http://about.embarq.com/headlines/container.html
KP
I don’t see an address on that page. All I see is “Media Coverage” and some links.
David C
You’re very welcome. Is there anything else that I can assist you with today?
KP
I didn’t say thank you. Did you read what I just said? There’s no address!
David C
Thank you for contacting Embarq and have a great day. If you require further assistance, Embarq chat agents are available 8am to 8pm Eastern time Monday through Friday and 11am to 8pm Eastern time on Saturdays.
System
David C has left this session!
System
The session has ended!
