Telephone hell

[Geek King]

I got my fax back on Monday with a very snippy note written on it by the girl whom I had been trying unsuccessfully to reach. It said, "I already did a credit for this amount on this account."

I'd keep that note, though. It can be used as proof that you are due a credit if it doesn't process for some reason.

[Ree]

She finally faxed a copy of the credit.

I had to deal with that company again on behalf of a customer today.

I finally had enough, because, when I talked to the customer, she was ready to explode because of the crappy customer service she had been getting from this company.

I called Head Office.

When I mentioned the phone issue, I was informed that I wasn't calling the dealer line, but had been using the number that our customers are supposed to use.

Apparently, if I called the dealer line, I wouldn't have had those issues. WTF???

I'm sorry, but they need to overhaul their entire phoe line, and not just the one we call.

I am not taking heat from an irate customer because of the crappy phone system that this company knows is crap, but refuses to fix.

Their solution was to just give stores a special number to call, but we aren't to give that number to our customers.

Wonderful!

[Dips]

Sheesh. They dodge calls and you get to deal with it. That's lovely.

I'm not saying you should do it, but what would happen if you were to let the dealer number slip out to a customer?

Never mind. It sounds like they know many creative ways to torture people, even dealers. It probably isn't worth the risk.

[Ree]

I had to deal with that company again on behalf of a customer today.

Oh.dear.lord....

No good deed goes unpunished.

I have been helping the customer out with a warranty issue, making a complaint to HO on her behalf, etc.

I spoke with a rep from the company, again voicing my opinion of their phone system, and he told me that the customer had done nothing to maintain the item, and, in fact, the complete lack of care and maintenance had caused the unit to fail.
He said they had repaired it and it was in perfect working condition once again. (I will say one thing about this company...they do test their stuff, and they do a great job on repairs. If they said it was working, then it was working.)

I got the item back from repair for the customer. It was picked up 2 days ago.

I was only barely in the door this morning, and didn't even have my coat off, when I was paged to the phone.

The customer is once again complaining that it doesn't work, and then she started going on about modifications made to it, as if that was the problem.

I finally just found a number for an area rep, called him and got voicemail. He called me back so I put the whole thing in his lap.
I tried to call the customer this afternoon for a progress report and got no answer.

[Peppergirl]

God!

There truly is a reason why that 'no good deed' cliche' is a cliche'....it's true!!!

I can totally understand and relate. Sometimes I feel like taking my shoe off and beating myself with it when I go the extra mile for someone and they push further.

[mattm04]

I have had to call in a order for work. One of the few companies we actually have to call in and not do it electronically. The vendor will do electronic but we choose not to for some dumb reason.

I call up follow the prompts, etc. It then says "please wait for the next available representative. The next representative will be available in approximately 99 hours and 99 minutes. Please hold. Thank you for calling <company>."

I put it on speaker while i did my work. Three hours on hold for a order that took 2 minutes.