Okay geeks: what's with the chat capabilities on web sites? My guess is as good as yours until you suspect that something isn't going right in the chat session. I've heard numerous times the comment about 201K's (formerly 401K's) and thought well, okay, I'd rather not know but I guess I'll login and find out the bad news. Without any doubt 401K's are appropriately named 201K's. I noted a chat button on the website with some verbiage about "premier customer service."
It seemed like an invitation so I clicked on CHAT and the popup prompted me for my name. Within in a few seconds I was connected to Diane and she started off by saying, "Hello. Thank you for contacting Company-X. Bear with me a moment while I review your question." Diane answered my questions but I thought, gee, that's a canned response. So I asked Diane, "Do computers dream?" She replied, "I don't think so." So, I replied back, "Are you sure? Don't computers dream?" She replied, "I'm checking on the information." After a few moments Diane replied, "I think so."
Hmmm. So, the next day, I decided to login again (not to see my vanishing retirement account) but to CHAT and to test my previous questions.
Successfully connected, please wait for a representative.
Matt: What is the maximum amount allowed for Roth IRA contributions this year?
[Daniel has joined the session.]
Daniel: Hello. Thank you for contacting Company-X. Bear with me a moment while I review your question.
Daniel: The limit is $6,000 with certain income limitations.
Matt: What is the maximum amount allowed for SEP contributions?
Daniel: For employer or employee?
Matt: both
Daniel: For 2009, the maximum compensation that may be considered when making SEP contributions is $245,000*. Employers can contribute up to 25% of each employee's compensation to his or her SEP IRA. The annual SEP contribution for any employee may not exceed $46,000* for 2008, $49,000* for 2009. Limits noted with asterisk are subject to cost-of-living increases in future years
Daniel: That is employer.
Daniel: For purposes of making an individual contribution, an employee can treat his or her SEP-IRA as a traditional IRA for 2008, he or she can only contribute the lesser of $5,000 $6,000 age 50 or older or 100 percent of his or her compensation. For 2009, he or she can only contribute the lesser of $5,000 $6,000 age 50 or older or 100 percent of his or her compensation.
Matt: so age 50 or older 100 percent of my compensation?
Daniel: Yes the lesser of $6000 or 100% of your compensation
Matt: Wow! Do computers dream?
Daniel: I'm not sure what you mean by that?
Matt: Computers--do they dream?
Daniel: I'm going with to yes.
Matt: Thanks. I asked Diane and I forgot what she said.
Daniel: You are very welcome anything else I can help with?
Okay, there's the transcript. Now, Daniel today (business hours), Diane yesterday (non business hours) and who I get tomorrow I'll let that alone for now. Everyone is in the cost cutting mode, that I understand. Whether or not I am getting a virtual assistant I don't know. What I do know is that in this market you never, never use the word: BEAR with your beaten down investors. Then, if you do use automation or robots, make the technology believable. All the responses were too latent and while it may be due to other customer questions, chatting with more than one customer at a time isn't showing proper etiquette. What's that? Don't talk on your cell phone or carry on chats with other customers while you're engaged with me and I'm not alone. Premier to me means something special not canned responses. But then to be fair, maybe these folks really are sitting around in a call center with nothing better to do but entertain me. For everyone else: Please turn off your cells and gizmos. Encounter something new--go shake hands with the person in the cubicle next to yours, ask them their name. You may want to collaborate on providing unique customer service before some turnaround expert decides technology can easily replace your seat. I still prefer encountering people not engaging technology and besides, I bet you have better answers to my question--do computers dream?
