What is with the USCIS customer reps?

[pablo2752 106]

I think they are tier 1 agents, right? I have read sooooo many threads about how rude and more than occasionally incorrect they are when asked questions. Like, what is wrong with them? 

[geowrian 22,337]

Overworked? Underpaid? Inexperienced? Rude/upset callers? Pick any call center reason.

Plus they aren't working to maintain you, so there isn't a compelling reason to make you happy. USCIS doesn't lose customers...so there isn't a strong incentive to get rid of CSRs unless they are violating policy.

They are not trained in the legal processes and not supposed to answer legal questions. When they do, they are speaking on their own understanding...which - like most people - is incomplete (or just outright wrong) with immigration matters.

 

At the same time, I have seen at least a few threads where people said they got into an argument with the CSRs because they refused to answer certain questions (like what to put on Question X on form Y). As noted above, they cannot answer those types of questions. The rudeness in those cases is more of frustration because of a misunderstanding of what they are permitted to answer.

[igoyougoduke 1,656]

29 minutes ago, pablo2752 said:

I think they are tier 1 agents, right? I have read sooooo many threads about how rude and more than occasionally incorrect they are when asked questions. Like, what is wrong with them? 

They are basically like the Mcdonald 7$ minimum wage workers who have no incentive to actually resolve the issue. Read the Blah blah from the screen and close the call. 

[millefleur 5,046]

I've never heard anyone actually recommend to speak to tier 1. Usually the advice is to ask for a tier 2 person. Tier 1 is probably there to only answer the most basic of questions, so thus, not that useful to most VJ users.

[jeanieCZ 228]

On 9/8/2020 at 10:59 AM, pablo2752 said:

I think they are tier 1 agents, right? I have read sooooo many threads about how rude and more than occasionally incorrect they are when asked questions. Like, what is wrong with them? 

Customer service in the US is ridiculous to the point it's non-existent.

[Just Paul 4,595]

Well at least it isn't outsourced (yet)

[pablo2752 106]

On 9/11/2020 at 11:02 AM, Paul & Mary said:

Well at least it isn't outsourced (yet)

Amazon No #2 lol. 

[jeanieCZ 228]

On 9/11/2020 at 11:02 AM, Paul & Mary said:

Well at least it isn't outsourced (yet)

It isn't? I often have to talk to CS reps who hardly speak English. 

[Strawberrymermaid 346]

On 9/8/2020 at 9:59 AM, pablo2752 said:

I think they are tier 1 agents, right? I have read sooooo many threads about how rude and more than occasionally incorrect they are when asked questions. Like, what is wrong with them? 

So.. I have been thinking about this too, but they are probably really overworked and stressed out too. They have been told multiple times about impending furloughs in the middle of a pandemic, then told wait, just kidding, it's pushed back.. They are probably stressed about losing their jobs too. I know that's got to be a bit of a thankless job. They don't get praise or "thank you so much" when they approve something quickly or do the job correctly. They get met with constant questions and "why is this taking so long"?