Hoezo service?

Chaotisch als ik ben, constateerde ik afgelopen week dat er al vele maanden een telefoonverzekering van mijn beide jongens bij me wordt afgeschreven, die bij mijn weten een dag na de aankoop van het onding al stopgezet hadden moeten zijn. Dat dit niet naar behoren was gebeurd en mijn beide mannen, zo bleek later, een mailtje naar een no reply-adres van de verzekeringsmaatschappij hadden gestuurd, heb ik uiteraard vervloekt. Ik kwam er al spoedig achter dat de doortastendheid van een luie puber sowieso niet voldoende toereikend zou zijn geweest voor de hardnekkigheid van dergelijke instanties. Vol moed zocht ik de internetpagina van de desbetreffende telefoonverzekeringsmaatschappij op in de hoop gewoonweg een telefoonnummer te kunnen bemachtigen, dat ik simpelweg kon bellen om de boel te annuleren. Na vier keer ‘contact’ te kiezen en vervolgens bij ‘klantenservice’ voor opzeggen te hebben gekozen kwam de mededeling tevoorschijn dat ik hier online op kon zeggen. Ik koos uiteraard voor het woordje hier waarachter, tot mijn teleurstelling, zo’n jammerlijke pagina met een error verscheen. Nog naïef in de veronderstelling dat het aan mijn laptop of onze internetverbinding lag, herhaalde ik de ganse riedel nogmaals, om uiteindelijk weer dezelfde error in beeld te zien verschijnen. Opnieuw struinde ik de pagina af naar een telefoonnummer en kwam er zowaar één tegen. Weliswaar niet op de pagina van de verzekeringsmaatschappij, echter van de provider van het abonnement, in de hoop hier iemand te kunnen spreken die wellicht een antwoord had op mijn inmiddels brandende vraag. Via het eindeloze keuzemenu baande ik mij een weg naar de juiste dame of heer die mij van mijn verzekeringen af kon helpen. Tot slot, bij de zevende serie keuzes: Kies 1. als het gaat om een factuur, kies 2. als het gaat om een achterstallige betaling, kies 3. als u uw rekeningnummer wilt wijzigen of kies 4. om terug te keren naar het hoofdmenu. Mijn hersenen ratelden om een spoedige keuze te maken uit deze vier opties, die in feite geen van allen aan mijn verwachting voldeden, dus koos ik optie 4. om er niet wéér voortijdig uitgegooid te worden als ik te lang wachtte. Het hele hoofdmenu nogmaals beluisterend kwam ik bij dezelfde vier mogelijkheden en koos vervolgens, enigszins met tegenzin, voor 1. Het was tenslotte een factuur. De vriendelijke, doch inmiddels irritante vrouwenstem verwees mij vervolgens naar de website, waar ik in kon loggen met mijn eigen account en inzage had in alle facturen. De verbinding werd verbroken. Nu ben ik geen fan van callcenters, maar een klantenservice waar je überhaupt niemand aan de telefoon kunt krijgen is voor een digibeet als ikzelf uitermate frustreren. Dan bel ik nog liever naar een callcenter, waarbij je de verkregen informatie echter sterk in twijfel dient te trekken en nooit echt serieus kunt nemen, aangezien werkelijk iedereen met een stem, enige kennis van de Nederlandse taal, doch zonder enige kennis van zaken, daar achter een telefoon terecht kan. Inmiddels heb ik daar mijn eigen weg in gevonden. Ik bel minimaal driemaal met dezelfde vraag, in de hoop op zijn minst twee maal hetzelfde antwoord te krijgen. Pas dan durf ik met enige zekerheid aan te nemen dat de verkregen informatie juist is. Normaliter ben ik niet zo argwanend en ook best goedgelovig, maar de frequentie waarmee mij in het verleden werd medegedeeld: “Dan heeft mijn collega u niet juist voorgelicht” en ik dus mijn neus reeds had gestoten, deed mij overgaan tot deze neurotische en tijdrovende informatiecontrole. Conclusie: Ik betaal voorlopig de verzekering van de beide telefoons dus nog maar even gewoon door, in de hoop dat er binnenkort toch één in een toiletpot valt. Wanneer ik de moed weer bijeen heb geraapt om de frustraties te trotseren die erbij gepaard gaan, zal ik het nog eens proberen.

 

102 gedachten over “Hoezo service?”

  1. Ja, zó irritant! Je kunt bijna nergens meer iemand aan de telefoon krijgen, die het dan nog snápt ook…!
    Probeer ook maar eens een abonnement van iets op te zeggen. Lid worden/abonneren kun je makkelijk, maar dan het lidmaatschap opzeggen?!
    Groetjes,
    Annemargreet

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