I’m composing this post as I sit here in the Fanduel Customer Support queue.
In all of the years that I have played fantasy sports on Fanduel I have never ever had an issues except maybe the occasional frustration of when live scoring dies.
However, today when I attempted to log in it would not let me. Apparently I tried too many times and it locked me out. Then I received an email stating that I would have to contact customer support in order to regain access.
How could this be? I asked myself.
Well in this new complicated world, you can’t just pick up the phone and call an 800 number and speak to a human. Nope that would be too easy and plus that would mean someone would take home a paycheck.
What an old fashioned idea.
Why pay a human to talk on the phone all day and provide a salary for someone’s family when you can purchase technology. Which I guess that also provides for a family as the technology was created by a human who I would assume makes some money. However you look at it, it is frustrating for some not to be able to communicate with a fellow human voice.
So shortly before noon I began the journey into the automated customer service world of Fanduel.
I started off with a short chat with a FanDuel Coach, aka robot. It did not solve my issue so I requested an agent.
The coach left and the transfer process began. After this I’m pretty sure it takes a shorter amount of time for a college football player to enter and exit the transfer portal.
I started off in 1335th place at 11:52 a.m.
I decided to view this like a Fanduel fantasy contest and hoped that I can earn enough points to climb over the competition and reach the Top-10.
At 12:07 p.m. I had moved up to 1225th place. I pretended that Ohtani had hit a homer and enabled my team to jump ahead a 100 places or so.
By 12:14 p.m. I was in 1198 place and by 12:18 p.m. I was in 1172 place.
This was not going as quick as I would like, but there was no turning back. I had to weight this out because my account was on the line including the funds that are in it, which I’m now considering withdrawing in case this happens again.
At 12:21 p.m. I was in 1145 and three minutes later I climbed to 1120.
I had cleared 105 places in 38 minutes. It was looking like this endeavor was going to take all day.
At 12:28 p.m. I was in 1095th place. By now I figured that may some people would hang up because it had to be someone’s lunch hour somewhere.
At 12:31 p.m. I had climbed to 1068th place and two minutes later another homer was hit and I was in 1041st place.
At 12:35 p.m. I figured charting this experience was the only way to deal with the frustration of this experience. I started thinking how it would be nice to hear a human’s voice at the end of the tunnel and then I could yell if I so desired. But then I remembered nope, I won’t hear a human voice or even see a face. I will only see words on a screen and I have to hope that no glitch occurs because then I would have to start the process over because Fanduel doesn’t have a phone number because like many companies, they think a robot is better than a human voice.
So I continued to chart the numbers. At 12:35 p.m. I was in 894th place but somehow jumped back down to 1033rd place at 12:36 p.m.
So how does one cut in a digital line?
At 12:39 p.m. I was in 1002 place.
By 12:41 p.m. I was in 973rd place.
At 12:44 p.m. I was in 955th place then it was a fast downward climb to 928 at12:46 p.m. and then down to 798 but at 12:48 p.m. the digital line cutters were back and I was backed up to 915 place.
At 12:50 p.m. I was at 891 but quickly backed up to 892. But a minute later at least 10 people must have hung up because I was up to 882nd place at 12:51 p.m.
About that time a friend called to tell me her experience in the laundry room at the apartment complex she lives in. She told me how she took someone’s laundry out of the machines and neatly folded it and placed it on a shelf so she could start her laundry. But then the owner of the laundry and came in and chewed her out for touching her laundry. When my friend told her she needed to do hers so she could go to work the lady didn’t believe that she had an afternoon job.
What kind of person doesn’t realize that there are many different shifts that people work.
Then I remembered that I was waiting in a digital queue and that not many people work anymore, so I guess some may not know what a shift is.
During our phone call, I managed to reach 857th place at 12:53 p.m. and a big jump to 730 place at 12:55 p.m. but the digital line cutters pushed me back to 838 within seconds.
I told my friend that I was waiting in a customer service queue and I shared my thoughts on how sad it is we don’t have people at phones anymore.
She told me a story about talking to a customer service rep at an insurance company recently and that there was a baby in the background.
Then I realized she had a point.
Are the Fanduel reps working from home?
Is the wait time so long for a representative because they are at home tending to children, pets, food on the stove, ordering Door Dash etc. while paying customers wait in a queue?
The I looked and it was 12:58 p.m. and I was in 812th place and within seconds 810, 808 and then 806th place. Some more people must have hung up.
At 1:02 p.m. I made it to 778th place and then at 1:03 p.m. I went from 771-772 by 1:03 p.m.
I started holding out hope that I would be assisted in time to make lineups for today’s games.
At 1:08 p.m. I was in 745th place, then three minutes later I was in 713th place and 705th place at 1:12 p.m.
At 1:15 p.m. I made it to 679th place so it had taken over an hour to get halfway through the line. So I figured I probably had another 90 minutes to go.
At 1:17 p.m. I moved up to 654th place but then some people must have hung up as I jumped to 634 place at 1:19 p.m. followed by big progress all the way to 607th place at 1:23 p.m.
My friend got off the phone to go check her laundry. She then texted that the mad lady had all the dryers in use. Not wanting a rerun of the earlier argument, my friend chose to wait for the woman rather than remove the clothes.
I don’t know which will happen first, I get through the queue or she gets a dryer.
At 1:27 p.m. I was in 582nd place. Two minutes later 568th place.
At 1:31 p.m. I was in 542nd place and at 1:34 p.m. 516th place.
I reached 500th place at 1:36 p.m. and started feeling like I could see light at the end of the tunnel.
Either way the time spent waiting is ridiculous. My anger and frustration is starting to set in as the money collected by this company in losses I’m sure is a nice sum. Surely they could employ some more customer service reps. So now this wait time has me rethinking just how much I want to spend with Fanduel.
At 1:38 p.m. I was in 487th place, then 463rd place at 1:41 p.m., 459th place at 1:42 p.m. and 449th at 1:43 p.m. some people must have hung up again but I quickly jumped to 436th place.
At 1:45 p.m. I made it to 423rd place at 1:45 p.m., 411 at 1:45 p.m. and 402 at 1:49 p.m.
Also at 1:49 p.m. I climbed to 334th place but then was pushed back to 394th by the digital line jumpers.
Then I started wondering are they really people cutting in line, or is it that one person working at home who maybe forwards their spam calls to the queue and sprinkles them through out the line to make it look like there are 1000s in line.
Whatever the case I knew it would be a while before I saw 334th place again.
At 1:50 p.m. I was in 379th place, then 367th place at 1:52 p.m., 361st place at 1:53 p.m. and 350th place at 1:54 p.m.
By now my mind is zooming about all the things I had planned to do today and that waiting on Fanduel customer service was not one of them. That thought was followed by when I can access my account, I’m withdrawing my funds and never playing again. That remains to be seen because I love fantasy baseball but if this their idea of customer service, I don’t like it.
At 1:55 p.m. I was in 339th place, 280 at 1:57 p.m.but the line cutters were back and I fell back to 331st place.
By 1:59 p.m. I was back to 320th place followed by 308th place at 2 p.m.
I had now been in the queue for over two hours. Unacceptable by any means back in my day. Not even my last AT-T customer service experience took this long.
At 2:01 p.m. I was in 296th place then at 2:02 p.m. 284th place.
At 2:04 p.m. 272nd place and 261st place at 2:06 p.m.
At 2:07 p.m. a fight broke out between the digital line cutters and the spammer callers being sprinkled throughout the line as I climbed to 255th place an then leaped to 209th place but then got shoved to 252nd place but jumped back to 249th place.
What just happened? Did the one and only customer service rep working from home decide the line was moving too fast and cluttered it up?
At 2:08 p.m. I was in 244th place.
At 2:09 p.m. 233rd place.
At 2:11 p.m. 220 place
At 2:12 p.m. 210th place
At 2:13 p.m. 200 place.
It has taken over two hours to make the Top-200. I can do it I thought. Please don’t let something freaky happen and knock out my internet.
The updates seemed to start coming quicker. At 2:14 p.m. I was in 198th place, then 197and 195.
Is this like a traffic jam and the closer to the front of the line you see there is nothing there.
At 2:15 p.m. it was 194 , 187 and 186.
I was moving faster through the queue. Do they disconnect you when you get to the top I wondered.
At 2:16 p.m. 177 and 173 place sped by.
At 2:17 p.m. 168,166,165 flew by. I’m zooming now.
At 2:18 p.m. 162, 158, 152.
At 2:19 p.m. 150-149-148.
At 2:20 p.m. 147-144-143-141.
At 2:21 p.m. 135-134-133.
At 2:22 p.m. 131-130.
At 2:23 p.m. 126-120-118
At 2:24 p.m. 113-107-103.
At 2:25 p.m. 98-95-93.
At 2:26 p.m. 91-90.
At 2:27 p.m. 88-85-82.
At 2:28 p.m. 79-78-77
At 2:29 p.m. 74-55, line cutters again, 73-71.
At 2:30 p.m. 67-62-60.
At 2:31 p.m. 58-55-49.
At 2:32 p.m. 45-41-38-25
At 2:33 p.m. 36-38-34-31
At 2:34 p.m. I’m in 25th place and my phone rings. I couldn’t answer it, I have waited too long. Then I move in to 24th place.
At 2:35 p.m. 21-20-16
At 2:36 p.m. 10-8-6-3 and I felt like I was counting down to New Year’s.
Then at 2:37 p.m. David joins the account.
He pulls up my account and then posts this
D
Thank you so much for providing me with the information. I am truly sorry to hear you're having issues with this. We appreciate you letting us know about this. It has been brought up on our end; our team is working on it. We do appreciate your patience; it should soon be fixed. I completely understand this is frustrating.
It's a system issue on our end, sorry for the inconvenience, our team knows about this already, and we are working as fast as possible to fix this for you, once fixed we'll let you know via email address.
Correct. It was a pleasure assisting you today.
If you need any further support, please don't hesitate to reach out. We're available 24/7 via chat and always happy to help. Have a great day!
At 2:40 p.m. chat disconnected. At 2:47 p.m. I was able to log into my account. I have not talked to my friend so I do not know if she got a dryer yet.
Five hours later I got this email.
Due to recent technical issues, customers may have received FanDuel Points (FDP) as Bonus Cash. While this was being investigated, impacted accounts were temporarily disabled. We're pleased to inform you that this has been resolved. Accounts that were impacted are now active with an updated balance and any owed FDP has been applied. We appreciate your patience during the resolution process.
Best,
Your FanDuel Team
I hoped you enjoyed this post that took nearly three hours of my life to make. if so considering ordering some Greater's Ice Cream so you can have a snack while you reread this post in disbelief.
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