taurus live chat

[bersaguy]

Does anyone know if Taurus's live chat feature has actual live people at the other end? I just spent about 30 minutes on there and it sure seems it is either fully automated or if there is actually people there they have a list of cut and paste answers to choose from.

Susan 7:00:52 PM
Thank you for contacting Customer Care. My name is Susan. I will be assisting you today.

marc PM
Hi Susan, I'm checking on the status of a warranty repair, #564276

Susan 7:02:22 PM
Ok Marc, I am looking that up for you

Susan 7:03:29 PM
Are you with Shooters World or are you the customer

marc 7:03:45 PM
I am the customer

Susan 7:07:54 PM
Your firearm was assigned a gunsmith and going through the repair process

marc 7:08:29 PM
Great, thank you. Any estimate on completion?

Susan 7:09:20 PM
well We are at an average 4-6 wks turnaround . That is average. That does not mean it will take your repair that long

marc 7:11:11 PM
Now, is that 4-6 weeks from the time it arrives at Taurus, or from the time it is assigned a gunsmith. I believe it arrived on or about april 10

Susan 7:12:45 PM
I WILL BE ENDING THIIS CHAT DUE TO NO RESPONS

NEW LIVE CHAT

Susan 7:30:53 PM
Thank you for contacting Customer Care. My name is Susan. I will be assisting you today.

marc 7:33:17 PM
Hi Susan, we were just chatting a moment ago, something must have glitched. I was inquiring about warranty repair ticket #564276. You had said turnaround was 4-6 weeks, I was wondering if that was from the time it arrives at Taurus or from the time it is assigned a gunsmith

marc 7:33:41 PM
I believe it arrived on or about april 10

Susan 7:35:52 PM
I am looking that up for you

marc 7:36:15 PM
Thank you

Susan 7:38:48 PM
Marc, your firearm was assigned a gunsmith and going through the repair process

marc 7:39:47 PM
Yes, I was wondering about how long the repair process takes...approximately

Susan 7:40:38 PM
it is 4-6 week average - however that is average time for the repair process -

marc 7:41:51 PM
Ok, thats what I was wondering, so about another 4-6 weeks so a total of 2-3 months from the time it is sent in?

marc 7:44:17 PM
I'm ending this chat due to no response

Susan 7:44:30 PM
Marc , im here


I'm not trying to bash on Taurus or start a flame war, but am I being unreasonable?

 

[ku4hx]

You should have asked her a simple, unoffensive question such as, "Are you wearing glasses?". Or maybe, "Is it as hot where you are as it is here?".

 

[Lord Teapot]

definitely a bot. lots of sites customer service use these now. it's blatant, and disrespectful, but it's 2015 and that's the new normal.

 

[chicharrones]

definitely a bot. lots of sites customer service use these now. it's blatant, and disrespectful, but it's 2015 and that's the new normal.

Well . . . crap. Remind me to never use "live" chat.

 

[xxjumbojimboxx]

I've been in a few industries where chat LOOKED like a bot, and that is because many people ask FAQ type questions that can be answered with canned responses. In all situations though, there was a person behind the computer (usually operating 20+ chat screens)

 

[Reefinmike]

I had a tcp go back to taurus 4 times before they replaced it(with one less magazine and less desirable matte black finish). After 8 weeks with no change in its online status i finally called in and waited the usual 45 minutes to an hour on hold. The person on the line informed me that their "review board" decided to replace the pistol 4 weeks prior and they needed my ffl info to transfer a replacement. Would have been nice if they attempted to contact me. Describing their customer support as "piss poor" would be a compliment.

 

[Miked7762]

It looks to me like a live person who is using macros for the commonly written things. iwould hope their chatterbots would at least know how to use capitalization punctuation and spelling

 

[bersaguy]

I've about had it with them, sent it out on march 30. Took two weeks just to acknowledge they had it. I'm now at 7 weeks since I sent it out, if its another 4-6 weeks before I get it back, they can keep it. Time to purchase another Bersa.

 

[JSH1]

It looks to me like a live person who is using macros for the commonly written things. iwould hope their chatterbots would at least know how to use capitalization punctuation and spelling

X2

The average customer service chat rep is just cutting and pasting generic answers. They are real people just not very useful and as others said, likely chatting with multiple customers at once.

 

[Speedo66]

Hal, open the pod doors.


Who knows where "Susan" is located. You may have exceeded her knowledge of English, exhausting her repertoire.

 

[Speedo66]

Double post

 

[Lord Teapot]

It looks to me like a live person who is using macros for the commonly written things. iwould hope their chatterbots would at least know how to use capitalization punctuation and spelling

negative, the bot clearly does not respond, at all, to a question outside its mode of operation. a person, even one watching 20 screens, would eventually respond rather than just timing you out. these things are very common today, some are actually close to passing the turing test.

 

[JSH1]

negative, the bot clearly does not respond, at all, to a question outside its mode of operation. a person, even one watching 20 screens, would eventually respond rather than just timing you out. these things are very common today, some are actually close to passing the turing test.

I think you have it backwards. A computer will respond, even if it continues to give you useless answers until you give up It would also respond in a timely manner and likely a pretty uniform manner. It certainly wouldn't take 6 minutes to tell the OP his gun had been assigned to a gunsmith after he supplied the warranty number.

I human juggling multiple chats easily could take minutes to respond to a simple question and may even forget about you or take so long to respond that you give up.

All signs point to a human.

 

[Miked7762]

It would also respond in a timely manner and likely a pretty uniform manner.

That's pretty much what I meant with the end of my first comment. A chatterbot might respond like an idiot, but it will be a well formatted idiotic response. Susan's responses read like a human who just doesn't care, with the exception of a few places where macros were used or text was just cut and pasted.

In any case, this has inspired me to give their chat a try tomorrow in a futile attempt to solve a long, long, LONG standing problem with the last Taurus firearm I will ever purchase. I'll see for myself who or what is on the other side.