Phone Companies make mistakes
If you automatically believe the things a phone company representative that you don’t know tells you about a toll free number you’re definitely going to wind up operating under the wrong assumptions and heading in the wrong direction. It’s strange how people will believe things a someone they don’t even know the name of or what their background or experience is, who doesn’t really know very much about toll free numbers, and is just repeating something she thinks she heard someone else say, over me. They will even believe things you don’t even make any common sense at all and come back and essentially ask why I told them the wrong thing, or even worse why is my lookup tool wrong. I just don’t get it.
Several times per day I have to say no, they were just wrong. It may be that they misunderstood what you were asking for and therefore gave you the wrong answer. It may be that you asked the question wrong or for the wrong thing. They could just be repeating something they heard someone else say. They could even be saying something just to get you off the phone or to pass you on to someone else.
You also have to realize that most phone company representatives wind up with Cubiclitis. (Cubice-itis) It’s a mental disease that comes from sitting in front of a computer in cubicle too long. It appears most in customer service representatives of large companies. The three most recognizable signs are a person’s belief that the computer is never wrong, that if they don’t know how to do something it is impossible to do, and that if something is against their policy that nobody in their entire organization can do it. It can be passed on by word of mouth, even over the phone, but only to very gullible callers.
So the bottom line is that you should never believe anything a phone company representative says (especially if it doesn’t make sense) without verifying it with one or more additional calls.
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