I called T-Mobile and the employee at the call center wanted…

My Point of View/ By Rolando Larraz
Every time I have to deal with one of those utility companies I realize how old I am getting to be and how naïve the employees that work for those companies are.
There are no local companies anymore; one dials a 702 area call and the call ends up in Wichita, Kansas, or in Phoenix, Arizona. I called a 480 area code and my call ended up in the Philippines; the other day I called T-Mobile and the employee at the call center wanted to know my last name; I asked for her last name and she said that “for security reasons,” she cannot give her last name.
I told her that I have the same predicament; I cannot give her my last name because I don’t know her, I don’t know what city she is in and I don’t know what she can do with my information.
I gave the lady my password, my first name, the name of the company and the telephone number I was calling about. I have ten telephone numbers with T-Mobile and they all have different passwords because I, like the late Elvis Presley, have a “suspicious mind” and because I am ignorant when it comes to computers, I do not trust the technology.
The other day I called Cox Communications and I dialed a 702 area code and naturally assumed that it was a local call, so when the lady, during a business conversation, asked me what time it was in Las Vegas, my little suspicious mind clicked in and I asked her where she was. Surprise!!! She was in Wichita, Kansas.
She gave me her first name, but not last name, so I wonder if the next time I call Cox Communications and ask to speak to the name she gave me, someone will know the person I am asking for, if I ever get the city of Wichita in Kansas again.
Cox Communications has another department where they use their last names, but excuuuuse me! you need to call them “MR. Jones” and “Ms. Smith.”
That is how these big companies can get away with murder (so to speak) because the chance that one can talk to the same “customer
representative” for any of these big companies is one in a million; you have a better chance of winning a California lottery than speaking to the same operator twice.
We assume, and we all know what happens when one assumes, that these big companies may have the best computer systems in the world, but when I call and ask any question — a very simple question — they don’t have an answer; when I ask to look in the computer, what do you think they are ordered to respond by the script? “My system does not allow me to see that part.”
So, you get tired of going back and forth and if you are old like me, by the time you get to the point where you can find the information
you are looking for, you forgot what it was that you were looking for and they make you look like the dummy.
I tried to call the alleged “only newspaper in Nevada,” the Review-Journal, and got another surprise; they don’t have a main number where one can call and be transfered to the department one is trying to contact.
The newsroom? Leave a number and someone will call you back sometime. There is no photo department phone number, or at least no one that works there knows about it.
The only number that is answered by a human being is the number for “customer service,” and guess what? That number is also a call center number and is located in Phoenix, Arizona.
The only impression I have after listening to all those call centers is that the people in Las Vegas, or Clark County do not need to work;
they are all rich, and apparently do nothing else but play golf and go out to the casinos to eat at the buffets, and enjoy the music in the
lounges.
The maids, the casino porters, the bartenders, the waiters, waitresses and the cocktail servers all live outside the city or county limit in
the same place where the gaming dealers live.
But why should we be surprised about the out-of-state call centers — the city business license fees go to California, and the traffic
tickets are paid to Arizona.
Every governmental office that uses call centers uses call centers outside the Nevada state line. It is like there are no honest, hard-working people of impresario mentality to open two or three call centers in our community.
But, don’t worry about the homeless community that keeps growing and they keep going to the restrooms in the parking lots of the attorneys’ offices that are too cowardly to protest, and when they come to the Las Vegas Tribune to cry, they make sure that we do not use their names because each of them has some type of friendship or relationship with some elected official.
My name is Rolando Larraz, and as always, I approved this column.
* * * * *
Rolando Larraz is Editor in Chief of the Las Vegas Tribune. His column appears weekly in this newspaper. To contact Rolando Larraz, email him at: Rlarraz@lasvegastribune.com or at 702-272-4634.

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