Due to constant lies and contradictions via phone calls and their refusal to release recordings, I am contacting them exclusively via chat these days. At least I can print the chat transcript for a hard copy of what was said.
This has been getting more difficult now! It seems they have "upgraded" the chat client and you need to be very careful if you ever wanted a printout (to file) at the end.
The chat client window has a print menu that is active during the conversation, so we can print any time. So far, so good!
The problem is that one typically wants to save the full conversation at the end, but as soon as the last word has been said, a "survey" windows appears. Once this happens, the print menu disappears and there is no way to go back to the chat to actually print (Maybe there is, but I haven't found it). Once I OK the survey, the entire chat windows disappears immediately and everything is gone.
(So what I do now is a "print" every 30 seconds or so in order to not get trapped in that catch 22 situation. This is just plain offensive and distracting and should not be necessary.)
Obviously, they want to prevent you from saving a transcript by all means!!
Correctly implemented, the first thing to appear after the conversation is a menu offering to print. Only after that is handled (I can decide to print or not at that time), the survey should appear.
Side note:
That "survey" is something else. There are mandatory fields that really cannot be answered because the issue has not been solved. Last week the agent even encouraged me during the chat to give her a good review to help in her promotion. Since she was helpful and offered to personally take care of my problem and promised several times to contact me back within 48 hours max, I gave her a good review. Of course we are now over a week later and I haven't heard back. How do I take that good review back??? Clearly there is a race condition forcing us to give a rating before all the facts are in. This allows the agents to make all these promises that they never intend to keep just to get a good rating. How ridiculous is that!
↧