As part of moving from New York to Connecticut I've been going through and changing my address and contact information with all of my accounts: banks, credit card, DMV, voter registration etc.
My last hurdle was E-ZPass, which surprisingly, miraculously and slightly disturbingly already has my new address when I log into my account. How they got this information is another topic though.
Truly Awful Website
What they don't have is a current day-time telephone for me. However, my EZPass profile- including my address and telephone number is un-editable.
I can only change my payment information and make payments on the website.
So I Googled that: https://www.google.com/search?q=ez+pass+change+phone+number
It's the fourth hit: https://www.e-zpassny.com/en/faq/updates.shtml
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| Good luck! |
I can't do this, so there must be a problem with my account. I sent a support request, which was confirmed same day (7/19/13)
And then I forgot about it until today when I finally got a response...
Unhelpful Resolution
LOL! Really!?
Let me get in my time machine and find a FAX MACHINE to FAX you what?
Do I include a reference number? If so, what is it? My original "resolved" incident number?
Do I just put my name and new daytime telephone?
Do I write a little letter, do I include a limerick?
Oh and WHERE IS THE FAX NUMBER?!
So without a time machine or fax number to use, do I really have to call these jokers up and sit on hold to update my telephone number?
Something so simple, so painfully SIMPLE!
Instead of having me click *EDIT* on the website and type my own phone number into a little box I've already logged in and authenticated my account credentials to view, I have to call, sit on hold, and have one of their staff TYPE MY PHONE NUMBER INTO A LITTLE BOX.
By the way, while I'm in my time machine looking for a fax machine, let me mention how awful the website is in general, specifically the color scheme and RADIO BUTTONS (defaulting to the infuriating Account number setting, who has that memorized?)
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1998 FAXED and said they want their webmaster back
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Great Phone Support
I was thoroughly disappointed...my issue was resolved in under 5 minutes.
I got a representative within a few minute and he had changed my phone number, I double checked on the website and it took effect.
So in reality I could have saved myself a week and actually had my issue resolved had I just called up in the first place, but you never know how deep the phone queue is going to be. Maybe I got lucky today and if I called last week it would have been awful.
Still Room For Improvement
Besides the obvious of just putting this functionality into the website,
This is what the phone support entailed:
- None of the phone prompts are for my issue, I don't know that until they get to 9 for a representative. Maybe because it's a fairly low-volume issue? - OK!
- After I press 9 I am asked to punch in my 9 digit account number, or 11 digit tag number. I opt to punch in the account number - OK!
- Hold for under a minute - Good!
- I get a support rep and am asked to Read back my account number, typing it in must have just been to keep me occupied for a little while. - Terrible! There was a perfect, machine readable copy of the account number already transmitted to you, why must I speak it back?
