Fix the stupid phones

LDB · May 9, 2012

Ok, the phone system sucks and there really is no excuse. Other lesser carriers have a system that doesn't require keying in tons of stuff to get through. WE even have it now because of the new rules!!! It is ridiculous and inexcusable that we have to key in a six digit code just to get to the point where we key in a 4 digit code to then get to start choosing options.

The phone system obviously can recognize our phone number and know we are calling or it wouldn't put us through on the special number. At the very very very least if we can't just use the direct number method then put us into the system if we put in our correct six digit code.

Today I was cut off two different times after going through all the nuisance that other lesser carriers have managed to eliminate and had to call back in and go through all the steps again. C'mon, if others can do it Fedex can do it.

LDB · May 10, 2012

To add insult to injury, when you talk to dispatch and they put you into the VRU to get your CC you have to go through the entire number entering process again. That's just wrong.

jimby82 · May 10, 2012

We have our phones programmed to dial the vru, then input the security #, then pin #, then 1 for dispatch then 1 or 2 depending on what we are doing. Using a comma " , " puts in a 2 second delay. You have to time it out but it works for us about 95% of the time.

In our case our phone dials vru number, then 12 commas, then the security number, then 4 commas, then the pin #, then 3 commas, then 1, then one comma then 2. So if my security number was 123456 and my pin # was 7890, then this is the number I would store: vru phone number 1-800-xxx-xxxx,,,,,,,,,,,,123456,,,,7890,,,1,2. Pain, but it works

ChanceMaster · May 10, 2012

Going to try that..thanks for the tip !

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LDB · May 10, 2012

I'll have to look into doing that although it would be nice if the phones were fixed.

redytrk · May 10, 2012

My Android/Verizon phone allows me to insert the letter"W" between the 800# and time to enter Id#. hitting send then sends the next pre-programed sequence. Another "W" and you can then send another pre-programed sequence. the process can go on for as many as you need.

TeamCaffee · May 11, 2012

Are you if you are under a load call the automated number and do not push in any numbers. The operator will connect you with anyone you need to talk to.

LDB · May 11, 2012

Yes, there is the magic number that doesn't require all the button pushing and I have used it while under load to check on an issue. Why can't all calls work that way? The system obviously can recognize our phone numbers and then checks if we are under load. If we are it allows us through. Use that same recognition and get rid of us pushing in the codes. Then "your call will be answered by the next available agent". Then program it so if we are under load we go to the head of the line.

LDB · May 11, 2012

Also, when you are on a load and call in you get press 1 for dispatch. Then if this is a departure call press 1, to speak to the next available agent press 2. When you press 2 the next thing you get is "if you are at the shipper and there is a problem press 0 otherwise enter the piece count followed by the pound sign" Well DUH it isn't a departure call so you don't want to go through the telephonic departure call you want to hold and speak to the next available agent which is why you pressed 2 to begin with so fix it so you don't have to press 0 after you've pressed 2.