Day 10: I turn to Kenny for help

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For the last three days, I’ve been met by a blank white screen each of the 15-20 times I have attempted to log in to healthcare.gov.

And I have a rule: If something fails 15-20 times in a row, I turn to the help chat line in attempt to get it fixed.

Here’s the actual transcript of my chat with the Health Insurance Marketplace Live Chat (my comments are in italics, for clarity sake):

[6:22:24 pm]: Thanks for contacting Health Insurance Marketplace Live Chat. Please wait while we connect you to someone who can help

[6:22:33 pm]:  Please be patient while we’re helping other people.

[6:23:04 pm]:  Please be patient while we’re helping other people.

[6:23:16 pm]: Welcome! You’re now connected to Health Insurance Marketplace Live Chat.

Thanks for contacting us. My name is Kenny. To protect your privacy, please don’t provide any personal information, like Social Security Number, or any other sensitive medical or personal information.

[6:23:24 pm]: Kenny Hello and thank you for contacting The Market place Live Chat. How may I help you?

[6:24:15 pm]: Tony Hi Kenny … for the last three days, I have been greeted with a white screen every time I try to log in to healthcare.gov.

[6:25:14 pm]: Kenny I apologize, the reason why you are caught in a loop is beacause we have a lot of visitors trying to use our website right now. This is causing some glitches for some people trying to create accounts or log in. Keep trying, and thanks for your patience. You might have better success during off-peak hours, like later at night or early in the morning. We’ll continue working to improve the site so you can get covered!

[6:26:29 pm]: Tony Whether it’s a volume or design issue isn’t something we should discuss here, but I have tried in the middle of the day, at 1 a.m., at 7 a.m. and 10 p.m. Do you have other times that may work better?

[6:27:36 pm]: Kenny I actually don’t, it works randomly.

[6:28:19 pm]: Tony Thank you, Kenny.

[6:28:38 pm]: Kenny Thank you for contacting Health Insurance Marketplace Live Chat. We are here to help you 24 hours a day, 7 days a week.

[6:29:06 pm]: Tony You’re welcome!

And … scene.

I do enjoy that they are forcing the Kennys of the world to say that the problems are a volume issue - and that they persist in using the world “glitch.” Glitches are something that are worked out. We are beyond that at this point.

Also, by “randomly” I assume Kenny meant “not at all.”

  1. lifeinaca posted this