You are right. I found that some reps will not talk to you if you tell them it is being taped. When I had a problem with BT, I once told the rep that "this conversation is being taped for quality assurance purposes" and she laughed and said how can I hlep you? I was sure she thought I was joking. The tape helped me to prove that their help lines did not know their own policy on their website and I got a refund of some charges on the back of it. It can be worth a try.
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