No more phone CSR access??
 

It may not be time to panic (yet), but I tried to call a CSR today using the main number 1-800-262-2001 and the option of pressing zero to talk to a CSR is gone. I tried every angle I could think of, and it appears that all I can get is recorded info. This is, unfortunately, very much like BMG music. If this sticks it is bad news since, as most of us know, when CH gets wrapped around the axle sometimes a phone call to a live CSR is the only way to get things fixed quickly. Has anyone else had success reaching a live person today??

I am having the same bad luck. No way to get a hold of them. It says to right to them.

Terrible news. I really want to get this account cancelled quickly and I prefer dealing with the annoying CSR's. I have had to sit around for 3 months with this open because idiotic BMG management keeps sending me Director's Selections when I decline them and I have to wait for the returns to process. I KNOW they will send me King Kong shortly but they still haven't processed my last return. I am sick of it. They will probably just force me to take it if they send me King Kong just so I can end my relationship with CH for good.

I never tried hitting zero as the option. I always entered 1, I think, whichever option was to place an order, then I'd get a live CSR and explain the problem. I called exactly 2 weeks ago to ask for a prepaid mailing label to return a damaged DVD.

If they changed since then, oh well, sorry I couldn't help.

I spoke with a CSR today using the '0' option. It was early afternoon.

1 - 5 - 2 - (acct. #) - 0

That's the sequence I've used in the past. It didn't work today. Nor did any other combination. I'm hoping this was either a glitch or a Good Friday special situation. I'll try again in the morning.

Hmmmm... that's the sequence I used successfully today. I reaaaalllly hope this is not the end of phone support.

Well, maybe the sky isn't falling.....

It's good to hear that others have had success reaching CSR's. I am also able to report the following good news:

The purpose for my phone call to CH was to get the account number for a just-opened account, using my last-closed account number as the entry point. That didn't work. What did work is using the CH "contact us" web access to request the new account number. I gave them both my old account number and my name/address/phone/email and, surprisingly, I got an email with my new account number. Not bad! :)

I talked to a live person yesterday when I cancelled. Not sure about today though. I think you're all just getting too excited about a ch glitch though, i hope ;)

Dail 0

^

That's what isn't (or at least wasn't) working.

Called them today (about a diff account) and got through with no problems using
1 - 5 - 2 - (acct. #) - 0.

That's great to hear leeta. Thanks for letting us know. I'm guessing that they had their system in the after hours mode even though it should have been "normal." Maybe CH gave their staff the day off since it was Good Friday?

Yeah, I posted about the problem in the thread "Columbia House PhoneNumber Live Person". As I stated there, you don't always get the blurb after entering your account number (where you enter '0'). I had to call back a couple times, but eventually it worked using:

Press 1 (English)
Press 1
Enter account number
Press 0

On a different note, I was passed off to an Indian rep on 2 different phone calls for customer service! Usually the rep who answers the phone (English, BTW) handles the problem, but not lately. I had 2 different problems: an incorrect charge for my initial enrollments, then I had to report a floater. Both times, the English rep said they needed to transfer me to customer service...which was apparently in India! Nice.

xpfshost

If you want to cancel an accout, just hit "contact us" and select membership obligation as the reason and then tell them you want to cancel. They usually repsond within 24 hours stating the acct is canceled. This works every single time for me.

i cant get anyone, this is BS. ive tried to do everything, and am getting really pissed

^ Maybe it's just a Friday thing. The original problems also occured on a Friday.

could be...bastards only working 4 day weeks *shakes fist*

Anyone got a person lately?

I tried and tried, with no luck. They sent me a "you have two accounts" letter, when of course I have none. I would like to get this account processed, but it's just asinine that they require a letter or email for this (grrr..)

CH is trying to force me to pay for something that they never shipped, and admitted as much. (After I cancelled my membership, they changed their mind and now claim that it was in fact shipped. Typical.) So I get a notice telling me to call 800 262 2001 if I 'want to discuss the matter'. Of course, there are no human CSRs there, so after spending half an hour trying every conceivable answer, I give up and send in a nasty email. Here's the kicker:

In my letter I complain that there are no CSRs at 800 262 2001, so what do they advise in their response? To call 800 262 2001 and talk to one of their CSRs about it. Classic.

ME-->> :horse: <<--CH


xpfshost

I got them today with no problem. Using the:

Press 1, 5, 2, Acct. #, and then 0. Very short wait time also...

Apparently this is an intermittent thing. Maybe when all the CSR's are on the phone the "0" option goes away until the call load lightens.

I submitted a request for a return label online a week ago and I wanted to find out the status of that request. I called the CH number, but I was unable to get a hold of any CSR. No '0' option either.

I tried leeta's sequence, and got a "this is not a valid choice for these options."

Anyone had any other luck? Any tricks to share?

It's too bad they have to screw up so much stuff, then not being able to call them wouldn't be such a hardship.