Toll free numbers as part of customer service?

[Torsten]

Most German companies follow a very strange logic: They operate toll free phone numbers for prospective customers but as soon as you actually become their customer they make you pay dearly for any piece of information.

Here is example: After my Kabeldeutschland phone and Internet connection connection had been dysfunctional and I had spent more money on mobile phone calls than the monthly Kabeldeutschland fee, I found a toll free Kabeldeutschland service number a frustrated customer had posted on an Internet forum. When I called the number, the first question the Kabeldeutschland customer service agent asked me was 'Where did you get this phone number from'? I asked him what was wrong with that number and he said 'You are not supposed to use this number because it's toll free and we offer this type of service only to corporate clients. If more people like you find this secret number we have to change it again'.

Interesting approach, isn't it? Hiding toll free phone numbers so customers won't find it.

So what is the toll free service number situation in your country? How many companies offer this type of service?

PS: If you need the toll free Kabeldeutschland phone number, I can give it to you as long as it is valid.

TOEIC listening, question-response: When were the managers supposed to meet?

[Skrej]

It's highly unusual for any American company not to offer a toll free number for customer service. Many companies may have several toll free numbers, for different reasons. One number for customer service, another number for billing, another for new customers, etc., but they're nearly all toll-free.

Now, actually getting through to a live person is another matter entirely. Many of the toll-free numbers are fully automated, and it's huge hassle to find a live person. I've given up and called non-toll free numbers before when I'm desperate to talk to a live operator, or didn't want to wait for a call-back, but theoretically, most customer support numbers are toll-free.

In fact, so many companies (and individuals, too!) have toll-free numbers that a few years ago they had to add some more prefixes for toll free numbers, because all the permutations of 1-800 were running low. It doesn't feel like a toll-free number when you call them, but now 866, 877, and 888 are toll free numbers, also.
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[Shyone]

It's the same here in Ireland. Freephone numbers exist only to lure customers. Once you are one, you pay. Our phone company though has so called low call numbers and they are mostly answered by machines. So, when my internet connection was down one day and I called, at the end of the conversation this artificial voice told me:

"If you have any more questions, please, visit our website @ www......."

I was quite miffed at that stage because my connection was down for over 12 hours by then, but at that my humour got the better of me and I had to laugh.
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