Dan Kohn (firstname.lastname@example.org)
Wed, 19 Mar 1997 20:14:14 -0800
So I call AmEx Membership Rewards to transfer miles to my USAir
account. I spend ten minutes going through the touch-tone prompts,
and then when all the information is there, I wait on hold for 3
minutes while it says "Please wait while we process your transaction."
It then transfers me to a customer service agent who asks if I can
call back in an hour, as the computers are being updated right now.
Me: How long does it take to update the computers?
Her: About an hour.
Me: How often does this happen?
Her: Oh, every night, normally between 9 & 10 [which is 7-8 Pacific
Me: It's never occurred to you to change the calling prompt during
Her: No, when the customers get transferred to us
[which is *after* they've entered all their info] we just ask
them to call back.