Roanoke Times
                 Copyright (c) 1995, Landmark Communications, Inc.

DATE: TUESDAY, October 19, 1993                   TAG: 9310190180
SECTION: VIRGINIA                    PAGE: C-1   EDITION: METRO 
SOURCE: MICHAEL STOWE STAFF WRITER
DATELINE:                                 LENGTH: Medium

HE DIALED AND REACHED - HIS LIMIT

That's right, we're talking about those annoying answering services that so many companies - including this newspaper - are using to replace live switchboard operators.

(Press 1 if you want to finish this story. Press 2 if you couldn't care less - you know the scoop.)

McConnell became so frustrated at his inability to reach a live person at First Union's Charlotte headquarters over Columbus Day weekend that he decided to get even.

The Blacksburg resident wrote a computer program that automatically called eight different First Union numbers last week with a recording that went something like this:

"This is an automated customer complaint. To hear a live complaint, press *."

Then the bank representative heard, "The customer is unable to come to the phone right now, but your call is very important. Thank you for being patient."

And so on.

"Just your basic customer protest," McConnell said. "The only thing more bureaucratic than a bank is a post office. . . . An organization that has billions and billions of dollars can afford to have someone there to answer the phone."

He was trying to reach the bank after an automated teller machine reported his balance incorrectly.

Not that McConnell is totally opposed to automated telephone services.

In fact, he makes them. The Virginia Tech graduate is president of Commonwealth Multimedia, a Blacksburg firm that writes software for such phone systems.

"I know how these things work," he said.

Callers to McConnell's office are greeted with a recording, "Thank you for calling Commonwealth Multimedia. Press 1 if . . ."

The difference, McConnell quickly explained, "is that I return phone calls."

McConnell said First Union didn't return his call at the time, even though the program he wrote for First Union included his name and phone number.

Dave Scanzoni, a spokesman for the bank, was sympathetic with McConnell's plight.

He said the bank's customer service lines aren't staffed on the weekends and during holidays, and workers receiving McConnell's automated message probably thought it was a hoax.

Carol Jarratt, marketing manager for First Union of Virginia, called and apologized to McConnell on Monday.

"That's an awful thing to happen," she said.