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Trying to order with online chat

August 23rd, 2010 joconner No comments

Using online chat services can be very frustrating, especially when the expert chat professionals just can’t or won’t answer questions. My recent attempt to order Time Warner cable service got weird after a while…admittedly after I couldn’t get an answer about the HD recording capacity I began to wonder if this was a bot.

My transcript follows:

User John_ has entered room
Analyst Paul has entered room

Paul(Mon Aug 23 2010 04:50:59 GMT-0700 (Pacific Daylight Time))>
Thank you for contacting Time Warner Cable Online Customer Service, my name is Paul. May I have your complete name please?

John_(Mon Aug 23 2010 01:51:13 GMT-0700 (Pacific Daylight Time))>
John

Paul(Mon Aug 23 2010 04:51:20 GMT-0700 (Pacific Daylight Time))>
Thank you for providing your name. How may I assist you today?

John_(Mon Aug 23 2010 01:51:38 GMT-0700 (Pacific Daylight Time))>
What size is the HD DVR box on new service installation?

John_(Mon Aug 23 2010 01:51:51 GMT-0700 (Pacific Daylight Time))>
How many hours of recordings can I make?

Paul(Mon Aug 23 2010 04:52:35 GMT-0700 (Pacific Daylight Time))>
I understand that you would like to know about HD DVR box. Is that correct?

John_(Mon Aug 23 2010 01:52:39 GMT-0700 (Pacific Daylight Time))>
yes

Paul(Mon Aug 23 2010 04:52:49 GMT-0700 (Pacific Daylight Time))>
I will be glad to assist you.

John_(Mon Aug 23 2010 01:53:33 GMT-0700 (Pacific Daylight Time))>
Hmmmm…Paul are you there?

Paul(Mon Aug 23 2010 04:53:51 GMT-0700 (Pacific Daylight Time))>
Yes, I am here to assist you.

Paul(Mon Aug 23 2010 04:53:57 GMT-0700 (Pacific Daylight Time))>
I would like to inform you that view our Cable Box Comparison Chart. High-Definition (HD) boxes will provide you access to HD programming. Digital Video Recorder (DVR) boxes will allow you to Pause Live TV, Record 2 shows at once, and Record, and Record 30+ hours of programming. HD-DVR box provides combine the capabilities of the (HD) and (DVR) boxes.

John_(Mon Aug 23 2010 01:54:22 GMT-0700 (Pacific Daylight Time))>
30+ hours of HD recording?

Paul(Mon Aug 23 2010 04:55:46 GMT-0700 (Pacific Daylight Time))>
Please bear with me just a few moments while I research this information for you.

John_(Mon Aug 23 2010 01:55:52 GMT-0700 (Pacific Daylight Time))>
Can I add my own Firewire or USB drive to increase the recording capabilities?

Paul(Mon Aug 23 2010 04:57:15 GMT-0700 (Pacific Daylight Time))>
Thank you for being online; I am still in the process of checking the information. Please bear with me just a few moments while I research this information for you.

Paul(Mon Aug 23 2010 04:58:43 GMT-0700 (Pacific Daylight Time))>
Thank you for your patience.

Paul(Mon Aug 23 2010 04:58:55 GMT-0700 (Pacific Daylight Time))>
I would like to inform you that you need to contact our local office further information. Please accept my apologies for the inconvenience caused.

Paul(Mon Aug 23 2010 04:59:01 GMT-0700 (Pacific Daylight Time))>
Would you like me to provide you the number?

John_(Mon Aug 23 2010 01:59:37 GMT-0700 (Pacific Daylight Time))>
no, that’s not needed.

John_(Mon Aug 23 2010 01:59:50 GMT-0700 (Pacific Daylight Time))>
so, which question is not answerable?

Paul(Mon Aug 23 2010 05:00:08 GMT-0700 (Pacific Daylight Time))>
Please accept my apologies for the inconvenience caused.

John_(Mon Aug 23 2010 02:00:21 GMT-0700 (Pacific Daylight Time))>
ok, but which question is difficult?

Paul(Mon Aug 23 2010 05:00:51 GMT-0700 (Pacific Daylight Time))>
I do apologize for the inconvenience; unfortunately, this chat support center specializes in online offers.

John_(Mon Aug 23 2010 02:01:13 GMT-0700 (Pacific Daylight Time))>
of course, I understand that. I want an online order.

John_(Mon Aug 23 2010 02:01:23 GMT-0700 (Pacific Daylight Time))>
to do that I have questions first.

Paul(Mon Aug 23 2010 05:01:54 GMT-0700 (Pacific Daylight Time))>
I will be glad to assist you.

Paul(Mon Aug 23 2010 05:01:56 GMT-0700 (Pacific Daylight Time))>
May I know the services you are interested in?

John_(Mon Aug 23 2010 02:02:21 GMT-0700 (Pacific Daylight Time))>
well, I bet you can guess at least one of the services…the one named above.

John_(Mon Aug 23 2010 02:02:46 GMT-0700 (Pacific Daylight Time))>
HD DVR cable service

Paul(Mon Aug 23 2010 05:03:29 GMT-0700 (Pacific Daylight Time))>
Thank you for the information.

Paul(Mon Aug 23 2010 05:03:36 GMT-0700 (Pacific Daylight Time))>
May I have your complete address along with the zip code?

John_(Mon Aug 23 2010 02:03:52 GMT-0700 (Pacific Daylight Time))>
sure, but will you answer my questions?

John_(Mon Aug 23 2010 02:05:05 GMT-0700 (Pacific Daylight Time))>
Paul, you’re making this awkward. I want to order cable service but have a question about the HD recording capacity of the HD DVR machine. Additionally, I’m asking whether I can increase the recording capacity by providing my own external drive.

Paul(Mon Aug 23 2010 05:06:16 GMT-0700 (Pacific Daylight Time))>
Please bear with me just a few moments while I research this information for you.

Paul(Mon Aug 23 2010 05:08:57 GMT-0700 (Pacific Daylight Time))>
Thank you for your patience.

Paul(Mon Aug 23 2010 05:09:00 GMT-0700 (Pacific Daylight Time))>
I would like to inform you that after installation you can contact our local office in order to increase the recording capacity. Please accept my apologies for the inconvenience caused.

Paul(Mon Aug 23 2010 05:11:01 GMT-0700 (Pacific Daylight Time))>
May I please confirm if you are still connected with this chat session?

John_(Mon Aug 23 2010 02:11:16 GMT-0700 (Pacific Daylight Time))>
Paul, do you know how much wood a wood-chuck chucks if a wood-chuck could chuck wood?

Paul(Mon Aug 23 2010 05:13:25 GMT-0700 (Pacific Daylight Time))>
This chat support center specializes in online offers. I will be more than happy to assist with questions about these offers.

John_(Mon Aug 23 2010 02:14:07 GMT-0700 (Pacific Daylight Time))>
Thank you for your help Paul.

Personally, I think I had a ‘bot online. What do you think?

No, I have some other observations about this chat, particularly about the time stamp time zones, but I’ll leave that for another post.

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