I'm posting this in sightings because the...person in question was not himself a customer. Mods, please feel free to relocate at your discretion.
OKay. A little background. I work in a call center for what has been referred to as the Land of Storage. I have recently become a member of the department that handles escalated situations that the regular customer service reps and sales reps can't handle.
Today, I got a follow up call from a caller in regards to one of our containers. The caller was the president of a homeowner's association. He was upset that we had placed a container on the condo property without his permission, and that when doing so, we had placed a container on a lawn and caused some damage to some sprinklers.
Mr. HOA was demanding that the container be moved today. Tomorrow wasn't good enough. I contacted the customer in regards to the issue, and the location manager. Mr. HOA did say he would have been happy with the container just being moved from the placement area to a nearby street.
The location said the schedule was full for the day, and that the best we could do was an early removal from the property on the scheduled removal day scheduled for the following day. Customer was fine with this. Not Mr. HOA. Location manager also advised that the issue was ultimately between the HOA and the customer-we had the customer's signature on a waiver and everything. When I advised Mr. HOA of our position, he said that wasn't the case, since we placed the container. All the while, he is calling the customer an idiot, and questioning our intelligence for placing the container where we did. Also going on about how he was a lawyer and how he knew the law, that he was the man in charge of the HOA, that it was essentially his property. And that he was going to have the container towed today if we didn't move it.
In short, Mr. HOA came across as an arrogant, condescending, rude jerk with delusions of grandeur. He was telling me what we were going to do, and damn the consequences.
The location ended up working a repositioning into the schedule for today. Not sure what happened after I finished my end, advising our customer and Mr HOA what we were going to do.
Mr HOA did express a desire to sue us for property damage, as well as suing the customer, and the owner of the condo that the customer was renting from.
Oh. And he said he was being nice during the conversations.![Roll Eyes (Sarcastic)](https://www.customerssuck.com/board/core/images/smilies/rolleyes.png)
I really wanted to tell Mr. HOA where to go, how to get there, and what he could do when he got there. If I were independently wealthy or a lottery winner, I would have done all that, called him every name in the book, hung up on him, and promptly quit, a la the Jet Blue flight attendant who had a final exit worthy of Errol Flynn.
I'd like to think I handled this as best I could. I have years of customer service experience, here and elsewhere, but I'm new at handling escalated issues like this. I did seek and receive some supervisory guidance during this.
Thought-you give some people even a semblance of authority, it goes straight to their heads.
I have resolved to never buy a house in a place run by an HOA dictatorship. Some of these HOAs need to go pound sand.
A curse on you, Mr. HOA. May a litter of black cats cross your path, may you break every mirror in the Hall of Mirrors, amd may you walk under a bunch of ladders. On Friday the 13th.
On the bright side, the customer himself was cool.
OKay. A little background. I work in a call center for what has been referred to as the Land of Storage. I have recently become a member of the department that handles escalated situations that the regular customer service reps and sales reps can't handle.
Today, I got a follow up call from a caller in regards to one of our containers. The caller was the president of a homeowner's association. He was upset that we had placed a container on the condo property without his permission, and that when doing so, we had placed a container on a lawn and caused some damage to some sprinklers.
Mr. HOA was demanding that the container be moved today. Tomorrow wasn't good enough. I contacted the customer in regards to the issue, and the location manager. Mr. HOA did say he would have been happy with the container just being moved from the placement area to a nearby street.
The location said the schedule was full for the day, and that the best we could do was an early removal from the property on the scheduled removal day scheduled for the following day. Customer was fine with this. Not Mr. HOA. Location manager also advised that the issue was ultimately between the HOA and the customer-we had the customer's signature on a waiver and everything. When I advised Mr. HOA of our position, he said that wasn't the case, since we placed the container. All the while, he is calling the customer an idiot, and questioning our intelligence for placing the container where we did. Also going on about how he was a lawyer and how he knew the law, that he was the man in charge of the HOA, that it was essentially his property. And that he was going to have the container towed today if we didn't move it.
In short, Mr. HOA came across as an arrogant, condescending, rude jerk with delusions of grandeur. He was telling me what we were going to do, and damn the consequences.
The location ended up working a repositioning into the schedule for today. Not sure what happened after I finished my end, advising our customer and Mr HOA what we were going to do.
Mr HOA did express a desire to sue us for property damage, as well as suing the customer, and the owner of the condo that the customer was renting from.
Oh. And he said he was being nice during the conversations.
![Roll Eyes (Sarcastic)](https://www.customerssuck.com/board/core/images/smilies/rolleyes.png)
I really wanted to tell Mr. HOA where to go, how to get there, and what he could do when he got there. If I were independently wealthy or a lottery winner, I would have done all that, called him every name in the book, hung up on him, and promptly quit, a la the Jet Blue flight attendant who had a final exit worthy of Errol Flynn.
I'd like to think I handled this as best I could. I have years of customer service experience, here and elsewhere, but I'm new at handling escalated issues like this. I did seek and receive some supervisory guidance during this.
Thought-you give some people even a semblance of authority, it goes straight to their heads.
I have resolved to never buy a house in a place run by an HOA dictatorship. Some of these HOAs need to go pound sand.
A curse on you, Mr. HOA. May a litter of black cats cross your path, may you break every mirror in the Hall of Mirrors, amd may you walk under a bunch of ladders. On Friday the 13th.
On the bright side, the customer himself was cool.
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