What is the function of CS at uscis
- Thread starter action123
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action,
Customer Service was created to block your way in, because the thought that officers should do their work and this customer service will filter the calls so not everybody going through the service.
In response to 9jaMan, the automated system will do the same and if you don't have access to internet the automated machine will guide you to your case and tell you what is going on and they didn't have to pay for CS.
action, I am sorry for you. Be patience. I feel you and I hope you will get something soon.
Nimche,
Customer Service was created to block your way in, because the thought that officers should do their work and this customer service will filter the calls so not everybody going through the service.
In response to 9jaMan, the automated system will do the same and if you don't have access to internet the automated machine will guide you to your case and tell you what is going on and they didn't have to pay for CS.
action, I am sorry for you. Be patience. I feel you and I hope you will get something soon.
Nimche,
I'd agree that mostly they seem to be phone screeners. I've heard rumor that it is sometimes possible to get through to a real immigration officer, but not often. Mostly the people handling the calls just tell you what you already know, or simply make something up to get you off their backs.
It's come to the point where USCIS customer service runs you through a gauntlet of screened questions before ever answering your needs. I've come to the conclusion you have to lie to them that you haven't heard anything about your case and don't have a receipt number if you want to talk to an IO who potentially has more information.
I hope USCIS reads this forum, they would learn alot about the shortcomings of their customer service system.
I hope USCIS reads this forum, they would learn alot about the shortcomings of their customer service system.
I don't think it's a shortcoming. It's highly likely that the NCSC was purposely designed to operate the way it does. Nimche pointed out that CS reps act as screeners who do everything in their power not to connect callers to IOs, which makes a lot of sense.
Sure they act as screeners, but the shortcomings I was referring to is their inability to provide the case information that the majority of customers require and expect during the current processing delays. You can easily incorporate an automated screening system to do the same thing that the screeners do. I really don't see the benefit of speaking to a live person who will ask me 10 questions in order to tell me that they need to transfer me to an IO when all along that is who I wanted to talk to in the first place.
Oh, I completely agree with that. Essentially, the CS reps are an extension of an automated system. Why are they there in the first place, when an automated system can perform the same exact actions? God only knows. I also don't understand why it's such a big issue to tell a caller whether or not they passed their name check, cleared their FPs, had their IL sent, etc. Perhaps if they just told us what we want to know, we wouldn't inundate them with constant phone calls, hoping to be transferred to an IO.
I don't understand why people complain about the Customer Service with USCIS. Just be greatful they have one. Look at other Websites (not saying any names) but some don't even have a # to call. You just have to write an email and wait 24-48 hours for a reply.
USCIS CS is just doing what they are told to do. If you ask nice usually they put you through an IO and sometimes you have to bed but I always have been succesfull to get through an IO.
Could you sit on the phone for a hours and answer thousand of phonecalls and remain nice. Not saying all of them are but most of them.
Plus ontop of that .... if you are not satisfied make an Infopass ...
You have several options to get Info on your Application and I just don't think it is right to "bash" USCIS. Just be glad they have a # you can call and yes you get an answer read of a card but so be it. They are only limited to give you Info.
Man ....
USCIS CS is just doing what they are told to do. If you ask nice usually they put you through an IO and sometimes you have to bed but I always have been succesfull to get through an IO.
Could you sit on the phone for a hours and answer thousand of phonecalls and remain nice. Not saying all of them are but most of them.
Plus ontop of that .... if you are not satisfied make an Infopass ...
You have several options to get Info on your Application and I just don't think it is right to "bash" USCIS. Just be glad they have a # you can call and yes you get an answer read of a card but so be it. They are only limited to give you Info.
Man ....
While I agree that it's a good thing that the USCIS actually has a customer service number, I stand by the fact that their CS is borderline useless. Instead of doing their best to give us a generic response and telling us to wait another (insert random number here) days before calling back, why not just answer our questions? If they would only tell me whether or not my name check has cleared (which only takes an IO a few keystrokes), not only would I not call again, but I wouldn't waste their time and mine by setting up an InfoPass. Even my cable company's customer service is better, and that says a lot!
Considering that you are a paying customer and that USCIS processing times and information ultimately affect life plans for some, I think criticism of USCIS is warranted. This is not customer service for some cable company or infomercial we're talking about. It's about providing the service that applicants have paid for. Are real time easily accessible case updates too much to ask for? Spending 30 minutes on the phone just to have someone tell you what you already knew just doesn't add up to a good customer service experience.
If you know/think it is useless then don't call and instead schedule an Infopass. You mentioned cable company, obviously you are a paying customer there too right ?
To your comment about waiting in line to talk to someone 30 min ... can you imagine how many people call them in an hour ?
Yes I have had "bad" experience with CS but I still say they are just people like you and I and they are just doing what they are told to do.
My final 2 cents to this ... If you don't like it, don't call if you KNOW that you are not getting any Info.
To your comment about waiting in line to talk to someone 30 min ... can you imagine how many people call them in an hour ?
Yes I have had "bad" experience with CS but I still say they are just people like you and I and they are just doing what they are told to do.
My final 2 cents to this ... If you don't like it, don't call if you KNOW that you are not getting any Info.
I don't see what an Infopass can provide what an IO on the phone can't.
As for the cable company analogy, $40/month versus $400/application to USCIS; I would expect more from USCIS for my money.
I'm not bashing the customer service reps or IOs themselves; they are just people doing their job. What I am criticizing is the way USCIS is dealing with providing up to date and timely information to their customers. Simply not calling customer service because I don't get the information I deserve as a paying customer won't solve the issue, neither will complacency or justification. Directing these complaints to USICS will help them improve their service in the future.
Well, all the people working for any customer service are getting paid, they are not doing us a favor or anything else and they are just doing their job. They are mostly nice people so I can say USCIS is working with third part agents to do customer service for them and that is why they don't have acess to all the data.
Imagine everybody call the # and ask for info and then they are mostly pending because of Name Check and USCIS tells you such a thing that your case is pending due to your Name Check, everybody will be pissedoff because of this which creates further issues for government and USCIS. They are trying to control people by saying you have to wait this amount of time for your case to get process.
Problems? They don't serve all the people equally. you may come last and get out first or vice versa but there are some logical action for each case which it is not really clear to us but I think it is clear to them after doing this for so many years.
at the end, CS to me is useless for anybody but USCIS. Infopass is such a waste of time because usually you won't get a right answers unless you are really luck, but you have to wait in line and schedule 1 month ahead and all its issue come with it.
I don't know to complain or encourage them for such a service but you say I pay this much money and I don't get much of a respect but on the other hand, we came to this great country and they accepted us as we are ( mostly) so we should accept them. I wouldn't be even worry about whole situation if I didn't have my wife waiting overseas.
Now, I need some IL from you guys this week, let me see what you do.
Imagine everybody call the # and ask for info and then they are mostly pending because of Name Check and USCIS tells you such a thing that your case is pending due to your Name Check, everybody will be pissedoff because of this which creates further issues for government and USCIS. They are trying to control people by saying you have to wait this amount of time for your case to get process.
Problems? They don't serve all the people equally. you may come last and get out first or vice versa but there are some logical action for each case which it is not really clear to us but I think it is clear to them after doing this for so many years.
at the end, CS to me is useless for anybody but USCIS. Infopass is such a waste of time because usually you won't get a right answers unless you are really luck, but you have to wait in line and schedule 1 month ahead and all its issue come with it.
I don't know to complain or encourage them for such a service but you say I pay this much money and I don't get much of a respect but on the other hand, we came to this great country and they accepted us as we are ( mostly) so we should accept them. I wouldn't be even worry about whole situation if I didn't have my wife waiting overseas.
Now, I need some IL from you guys this week, let me see what you do.
The cable company actually SOLVES whatever issue I may have, despite having to wait on hold god knows how long. As far as USCIS goes, the Ombudsman mentioned in his latest teleconference that many people complained about not being able to get answers, as well as reps not connecting them to IOs. If a customer was able to get information over the phone, he/she wouldn't have to waste time on InfoPass. I certainly wouldn't take a day off work for InfoPass if I could get my questions answered on the phone.
We live in the world that information is the most crucial thing of our life. Like why we see news, like why we read news. It is a simple question to customer service like why we haven't get IL yet or FP. I don't think the reason behind it is a big secret like you are in que or you are stuck in the name check or whatever reason. So at least give us that information so we know what to do next. I don't think we need to talk to an IO (since I know they are busy) to get such an answer, but we need to know if they mail us the notice yet or not or maybe got lost on the way, that simple. Or like I said fix the online status instead.
Ladybuggy! You are being kind to USCIS customer service, and your generosity is all the more 'admirable' considering your timeline. You applied in September 2006 and now, in the 17th month of your application process, you sit here and defend USCIS's customer service. I think you have had an overdose of yoga or taichi (however you spell it).
Bobsmyth and others here are complaining about the process and policy - not necessarily about the lowly-paid CS reps.
I don't mind the $675 application fee. All I am asking for is - just be nice to me after taking my $675 - and walk fast, look and sound interested, input correct application data into the computer quickly, and process my paperwork within a reasonable time.
Bobsmyth and others here are complaining about the process and policy - not necessarily about the lowly-paid CS reps.
I don't mind the $675 application fee. All I am asking for is - just be nice to me after taking my $675 - and walk fast, look and sound interested, input correct application data into the computer quickly, and process my paperwork within a reasonable time.
Hi DanDan123!! What are you complaining about? You were done in 5 months + an additional month for passports - so, all in 6 months. That's not bad at all.
And watch out! - mentally-challenged individuals might take offense at being compared to USCIS and Passport office folks.
And watch out! - mentally-challenged individuals might take offense at being compared to USCIS and Passport office folks.