Embarq Chat, Baby, Why You Gotta Do Me Like That?

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!

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3 Responses to “Embarq Chat, Baby, Why You Gotta Do Me Like That?”


  1. 1 elsie February 19, 2008 at 12:58 am

    That is so tragically hilarious. Louis had similar exchanges with his bank’s on line “help”. A quote from him “after 4 emails, 11 cell phone calls and one trip to my local branch, I have successfully taken advantage of on line banking.”

  2. 2 Wistar February 20, 2008 at 8:40 pm

    Sorry I keep calling Dubai from your house.

  3. 3 Embarq_Jenny February 27, 2008 at 1:04 pm

    Hi KP-
    My name is Jenny and I am from Embarq Customer Care. I was reading your post and understand that you are having trouble with your account. I want to be able to assist you. If you would like to send me an email at SMNP.Jenny.R@Embarq.com with your issues, i will then look them over and let you know what we can do. I am really sorry that our chat rep just left you with no answer or address that you were requesting and that you have not had any resolutions so far to your issues.

    Thanks
    Jenny R.


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