Tuesday, November 21, 2006

New Credit Card

I got an email today for a credit card that potentially had better benefits that my current card. The kicker was I could earn a "universal airline ticket" quicker than I currently earn a NWA flight with my worldperks visa card. My question was what's a universal ticket? Before I applied for the credit card I wanted to know so pursued the answer - here is how it went...

1800Rep#1: How many I help you today?
Randy: I was looking through the credit card offer I just received and before I apply for it I wanted to clarify what the "universal airline ticket" meant.
1800Rep#1: What card are you talking about?
Randy: The Elite Visa card.
1800Rep#1: OK, that's a different department so let me transfer you there.
Randy: Great, thanks for your help
1800Rep#1: Hold please

1800Rep#2: How many I help you today?
Randy: I was looking through the credit card offer I just received and before I apply for it I wanted to clarify what the "universal airline ticket" meant.
1800Rep#2: What card are you talking about?
Randy: The Elite Visa card.
1800Rep#2: Are you talking about the points based checking card or airlines reward card?
Randy: Er, I don't know the difference, I just got an email today about this Elite card.
1800Rep#2: Oh, are you currently a National City account holder?
Randy: Yes
1800Rep#2: OK, that's a different department so let me transfer you there because they'll know for sure what you need.
Randy: Great, thanks for your help
1800Rep#2: Hold please

1800Rep#3: How many I help you today?
Randy: I was looking through the credit card offer I just received and before I apply for it I wanted to clarify what the "universal airline ticket" meant.
1800Rep#3: What card are you talking about?
Randy: The Elite Visa card.
Skip ahead 3 minutes
1800Rep#3: Oh I see, let me transfer you to our rewards department because they'll know the answer for sure so that I don't have to speculate at the answer.
Randy: Great, thanks for your help.
1800Rep#3: Hold please

1800Rep#4: Hi, may I have your account number?
Randy: Actually, I just have a question about one of the rewards you offer. I wanted to clarify what the "universal airline ticket" meant.
1800Rep#4: What card are you talking about?
Randy: The Elite Visa card.
Skip ahead 3 minutes
1800Rep#4: OK, let me bring up the information packet I have on the reward (thinking to myself hasn't anyone gotten the airline ticket before, is this totally knew to everyone?). I have to download the form can I put you on hold for a few minutes.
Randy: Sure
Skip ahead 4 minutes
1800Rep#4: Sir? Thanks so much for your patience. Let me just scroll down the form here and find what they say...it must be way at the bottom...I'm getting there...OK...here it is. [Reads the same 5 paragraph canned description I had read online before any of my calls]
Randy: Right, but what does that actually mean? What ticket value can I redeem? Deadlines? Restrictions?
1800Rep#4: I don't know the exact answer to that question so instead of speculating I'm going to give you a number of the redemption company.
Randy: Isn't that what you do?
1800Rep#4: Yes, we handle reward requests but the redemption company actually processes the rewards so they will know for sure the answer to your question.
Randy: Alllllrighty then...
1800Rep#4: Here's the number - 1800.....
Total time so far: 25 minutes

Several hours later I call the new 1800 number...First I sat through a 5 minute automated recording saying the department was under maintenance for 3 weeks blah blah blah and finally I was given an option of talking to another "agent."
1800Rep#5: Hi, may I have your account number?
Randy: Actually, I just have a question about one of the rewards you offer. I wanted to clarify what the "universal airline ticket" meant.
1800Rep#5: What card are you talking about?
Randy: The Elite Visa card.
Skip ahead 3 minutes
1800Rep#5: Sorry, we no longer handle that card. Let me transfer you to the department that does. Can I put you on hold?

1800Rep#6: Hi, may I have your account number?
Skip ahead 5 minutes
1800Rep#6: Let me transfer you to another agent in the department who knows more about this.
Randy: Is this airline reward program brand new?
1800Rep#6: No, can I transfer you?
Randy: Haven't you ever handled this before? It has to be fairly common. Why won't anyone tell me anything?! I'm just curious whether I should apply for the credit card. This isn't life or death. Can't you tell me anything?
1800Rep#6: No, let me transfer you to someone that can. Hold Please.

1800Rep#7: Hi, may I have your account number?
Skip ahead 5 minutes
1800Rep#7: I'll transfer you to the department that handles travel rewards.
Randy: What, you're the redemption department?
1800Rep#7: Yeah, but we have a separate agency that handles the travel rewards.
Randy: Look, I'm sure you've dealt with this issue many times. Can you just tell me the specifics of the "universal airline ticket?"
1800Rep#7: I'm sorry, a different agency handles that. I'll transfer you now. Please Hold.

1800Rep#8: Hi, what can I help you with today?
Skip ahead 3 minutes
1800Rep#8: May I have your account number?
Randy: I don't have an account. I'm just trying to find out about the "universal airline ticket."
1800Rep#8: I'm sorry, I can only give out that information if you have an account.
Randy: What?!?! I should be able to find out about the card benefits before I apply.
1800Rep#8: I'm sorry, that's our policy
Randy: Well that's totally backwards. Why can't you just tell me?
1800Rep#8: I can put you on with my manager if you'd like.
Randy: Yes, please do.
1800Rep#8: Hold Please.

1800Rep#9: Hello Sir, are you asking about the "universal airline ticket."
Randy: Yes, I just want to know what exactly that means, like the value of the ticket I can get, the availability, and any restrictions.
1800Rep#9: It is air travel anywhere in the continental US. Must be booked at least 21 days in advance. Overnight Saturday stay is required. Must be a round trip ticket, no multiple destinations or one way tickets allowed. Maximum $500 value. Just like normal reward travel it is subject to availability.
Randy: Wow, that's a pretty good deal. Thanks for your help.
1800Rep#9: Your welcome, is there anything else I can help you with today?
Randy: NO
Total time: 70 minutes
Reps talked to: 9
Questions answered: 1

1 Comments:

Anonymous Darren said...

haha, that's hillarious. It's a perfect example of the world today; "I don't want to take responsibility, I'll have someone else handle it..."

12:05 PM  

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