Change to the United Phone system?

Discussion in 'United Airlines | MileagePlus' started by UADomer08, Oct 13, 2011.  |  Print Topic

  1. UADomer08
    Original Member

    UADomer08 Silver Member

    Messages:
    117
    Likes Received:
    95
    Status Points:
    370
    I've had to call in a couple times in the last couple days and noticed the IVR no longer recognizes me.

    Previous calls were answered with "Thank you calling United. Am I speaking to UADomer or someone calling on behalf of UADomer?"
    Recent calls have been answered "Thank you for calling United. In order to serve you better, please speak your United Mileage Plus number."

    Anyone else having this issue? I always liked this aspect of the phone system and would be sad to see it removed.
     
  2. Jslo
    Original Member

    Jslo Gold Member

    Messages:
    1,002
    Likes Received:
    2,649
    Status Points:
    1,445
    Hmmm. Thats strange, I have never heard anything but the Recent call quote above. I don't ever remember hearing anything individual? I probably call at least once a week and have for years? I dunno.
     
  3. Scottrick
    Original Member

    Scottrick Gold Member

    Messages:
    2,586
    Likes Received:
    4,078
    Status Points:
    2,570
    I agree with the OP. It sounds like UA has transitioned to the CO system, which never recognized me.
     
  4. AZjohn

    AZjohn Silver Member

    Messages:
    461
    Likes Received:
    384
    Status Points:
    550
    Another thing I have noticed the past month or so is when I call the 1K line they do not identify themself as the 1K desk anymore. Not sure if there is change here too or not????
    John
     
  5. bk3day
    Original Member

    bk3day Gold Member

    Messages:
    2,921
    Likes Received:
    3,117
    Status Points:
    2,070
    hmmm.. they now ask for your MP #? iirc, I was being asked to enter my "frequent flyer #".

    That along with fewer mentions that I was speaking w/the 1K Desk always bummed me out.
     
  6. bk3day
    Original Member

    bk3day Gold Member

    Messages:
    2,921
    Likes Received:
    3,117
    Status Points:
    2,070
    fwiw, recently I've gotten the greeting by name more frequently.
     
  7. Rob
    Original Member

    Rob Gold Member

    Messages:
    10,387
    Likes Received:
    14,165
    Status Points:
    16,520
    I've noticed that the phone number recognition failed more recently than it has in the past, but for me at least, it's always failed every once in a while. Now, I have no inside knowledge of the UA/CO call center technology stack, but I highly doubt that they've switched any of that over to one system yet. I suspect something's just broken.

    I'd like to make a polite request that we avoid rampant accusatory speculation of the form "XYZ has (possibly) changed (even though it probably hasn't), must be because UA adopted an inferior CO system."

    They've still been identifying themselves as the 1K (or Global Services, even though I am only a 1K) desk to me. Maybe there's a note in your permanent record not to give you any identifying information :p
     
    AZjohn, misman and EWR764 like this.
  8. tommy777
    Original Member

    tommy777 Co-founder

    Messages:
    2,674
    Likes Received:
    6,596
    Status Points:
    4,570
    The phone recognition is failing more, but still works for me 9 out of 10 times
     
  9. Wandering Aramean
    Original Member

    Wandering Aramean Gold Member

    Messages:
    28,201
    Likes Received:
    61,716
    Status Points:
    20,020
    There is a button next to your post where you can actually delete it rather than just edit it.
     
  10. FrequentlyFlying
    Original Member

    FrequentlyFlying Silver Member

    Messages:
    75
    Likes Received:
    83
    Status Points:
    270
    Ditto.
     
  11. Scottrick
    Original Member

    Scottrick Gold Member

    Messages:
    2,586
    Likes Received:
    4,078
    Status Points:
    2,570
    I was on my iPhone's browser (waiting in line for a new 4S), and it was being a PITA. :mad: But thanks for the reminder.
     
  12. AZjohn

    AZjohn Silver Member

    Messages:
    461
    Likes Received:
    384
    Status Points:
    550
    I think you hit the nail on the head:p
     
    catgirl likes this.
  13. UADomer08
    Original Member

    UADomer08 Silver Member

    Messages:
    117
    Likes Received:
    95
    Status Points:
    370
    Sounds like your iPhone knew you were replacing it.
     
    Scottrick likes this.
  14. sonoma

    sonoma Silver Member

    Messages:
    82
    Likes Received:
    58
    Status Points:
    220
    same here...called the 1K line yesterday and got your second response above. But it recognized my mobile and identified me when I called tonight...not sure what's going in but I do hope the UA system will remain.
     
  15. catgirl
    Original Member

    catgirl Gold Member

    Messages:
    10,066
    Likes Received:
    65,007
    Status Points:
    16,520
    That has happened to me as well, the system not recognizing when I call. When that happens, I hang up and call back and the system recognizes me.

    It's about a 50/50 chance they will identify themselves as the 1K desk.
     
    AZjohn likes this.
  16. AZjohn

    AZjohn Silver Member

    Messages:
    461
    Likes Received:
    384
    Status Points:
    550
    Unless they see it's AZjohn, then they know never to identify themselves as the 1K desk:p
    (I can picture them at their desk looking at the caller ID and saying "I'm not dealing with him today, you take the call.....lol)
     
    catgirl and Flyer1976 like this.
  17. Flyer1976
    Original Member

    Flyer1976 Gold Member

    Messages:
    28,247
    Likes Received:
    33,912
    Status Points:
    20,020
    That'd be me actually :p

    "Good Morning Mr. DIG..../R_...1K ahhhhh how can we help you?"
     
    AZjohn likes this.

Share This Page