If you're like me, you call an appliance support line because you need immediate assistance with an issue such as repairs or warranties. I expect to get help from a real person and to reach a customer service representative promptly. Automated customer service answering systems, chatbots, and other non-human communication methods make me long for the days when calling a customer service number meant a human would answer.

When calling Amana’s 866-616-2664 number, I got a friendly automated greeting welcoming me to Amana. I could press “1” for Spanish or stay on the line for English. The automated voice told me to begin by saying or entering my primary phone number.

If I had a primary phone number on file, I may have gotten assistance faster. I didn't have one, so the system prompted me to state the type of assistance I needed. I could say “service,” or press “1,” say “parts,” or press “2,” and say “order,” or press “3.” I also had the option of  saying or pressing “4” for extended warranties, and I could register a product by pressing "5." 

I wanted to talk with someone about scheduling service, so I pressed “1.” The automated system offered to get a representative to help me and explained where to find the model or serial number. It also recommended writing the information down or taking a photo.

Next, the system informed me that I could get help through Whirlpool.com, available 24 hours daily. Hearing “Whirlpool” could have been confusing for me if I hadn't known Amana is one of Whirlpool’s brands.

Upon entering the queue, the automated voice let me know that by scheduling a service, I was confirming that I hadn't tested positive for COVID-19 in the past five days. If someone in the home has recently tested positive for COVID-19, that could impact how soon a technician can repair the appliance.

While waiting for someone to answer, I had to listen to the usual background music. The music stopped periodically throughout my wait so the system could inform me about alternatives to speaking with a representative. After waiting several minutes, I gave up on hearing from a real person.  

I learned that if you don't have time to wait, calling Amana's 866-616-2664 phone number with a customer service problem can test your patience. If I had time to remain on the line, I feel certain I could have spoken to a representative. Having the product's model and serial number on hand would have saved time for me once a customer service associate answered the call.