More on (fake?) names of Yahoo and Kana customer support personal
[Update: There has been some changes on this Yahoo! issue. I'll keep tracking it]
This one is also to continue on my horrible customer support experience with Yahoo and Kana post.
The email messages’ exchange that occurred there had an amusing aspect, each message (and all seemed totally, or nearly so, machine generated) was signed with a different name of a "person" in the Yahoo! Customer Care department.
As a reminder, by order of appearance, we had:
- Clarence
- Lewis
- Herbert
- Russell
- Tony
Out of curiosity, I decided to check my previous correspondences with Yahoo! Customer Care. Yes, I kept the messages.
This is from three separate issues, by order of appearance:
- Frederick
- Clarence
- Herbert
- Edward
- Bridget
- Message admitting to being automated
- Betty
- Henry
Each incident was on a different topic, and the first one was indeed on the same general subject matter as my latest issue.
So unless the system is designed to generate different fake names for different departments, and to make extra efforts to pretend some messages are automatic and some are human, we may actually be dealing with real live humans handling customer care.
This makes me very sad.
Having bots manage to so grossly misinterpret my problem is highly annoying, but not at all unexpected.
Having people manage to so grossly misinterpret what I write to them, and answer me by copying pre-made text clips, which are irrelevant, and which I already specified didn’t help, is very sad.
Kana and Yahoo can take real people, and make them do what an automated script can. That’s +1 brownie point for helping solve the unemployment problem, but it does not quite cover for the dumbing people down act.
Of course, the other option is that the people are not dumb, just don’t speak English. And they weren’t quite born with the names mentioned here. Maybe even aren’t called that way now and the machine assigns semi-random names to other real people.
Doesn’t make me feel much better, for some reason.
Being the most communicative guys there, you have anything to say Clarence or Herbert?
October 5th, 2004 at 20:15 EET | Categories: Web |
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