Why is it hard to find a knowledgeable customer service agent?

Seems to me like everything is so departmentalized that you get boomeranged around without anyone being able to truly help. You would think by departmentalizing there customer service agents that you would get better customer service and that they would a have a strong knowledge of their department. However, after spending several hours talking to multiple reps it is clear that instead of having mastery of their department, you have jacks of no trade . Thanks for wasting my time.


@Dental Nerd, I'm very sorry to hear about your experience which caused a lot of frustration. It's never our intent to make our members feel this way. Thank you for taking the time to share your story and provide your feedback as all feedback can help with future experiences. Can you kindly confirm what department handled your concerns? ~Marie

What you are experiencing is the "Stuart Parker Effect".