Agi: Hi, I'd like to change my service to Sundays only.
Call center rep no. 1: Ok, sir. May I ask why you want to change your service?
Agi: I don't have time to read the paper. I only want the Sunday edition.
Call center rep no. 1: But did you know that the weekend package [Thursday through Sunday] is the same price as receiving Sunday only?...and the weekend package comes with TV listings, a special Thursday calendar section, arts, entertainment…
Agi: I know. I just want Sunday only.
Call center rep no. 1: Ok, sir. Let me transfer you to an agent who can complete your request.
[On hold for approximately 1 minute while I wonder whether they are transferring me to Manila or Mumbai]
Call center rep no.2: Hello Sir, how can I assist you?
Agi: Yes, I want to change my service from the weekend package to Sunday only.
Call center rep no.2: May I ask why you want to change your service?
Agi: I already explained that twice to the previous guy.
Call center rep no.2: The weekend package is the same price as receiving the paper Sunday only – and you get many great features.
Agi: Look, I don't have the time to read it. I just want the Sunday edition. I don't care if the weekend package is the same price. I rather save some trees.
Call center rep no. 2: Ok, Sir. Let me process your request.
[A few keyboard clicks on his end and my subscription was changed]
. . .
I'm sure you all have had a similar experience on the telephone. These employees are not trying to be rude nor are they simple-minded individuals. They stubbornly stick to their script in spite of the hurdles thrown in their path. I could have told call center rep no. 2 that receiving the paper on Friday makes me suicidal but he still would have attempted to sell me on the supreme benefits of maintaining my weekend service.