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It's been awhile since I posted an epic pile of steaming suck, but on Tuesday, my friends here at CS, I landed face first into a most unfortunate tale of suck. I am just posting about it now because I started it on Tuesday but couldn't finish the post. There is no short way to go about this tale. It was not a short experience to have, therefore, I would only cheat myself if I did not try my best to retell it in its entirety.
(Briefly, for those who don't know - I work for a company that provides emergency roadside assistance)
Because I was not here when this tale began, I only know the beginning of it from the call notes. Monday night, we had a customer break down. Her vehicle was towed back to the tow contractor's shop. The contractor stated he could fix it, but after dealing with the customer, he labeled her as "difficult" and therefore refused to help with the issue any more unless it was to tow it back off their lot.
She has a late 80s model vehicle. The contractor who towed it states the issue is more than likely the fuel pump and fuel filter. The dispatcher at my company and one of the supervisors worked on finding a company that could fix her vehicle last night but, alas, it was well after 5pm, they were out of luck. The supervisor did manage to talk to another one of our facilities who stated that they could possibly get it repaired the next day and quoted a ballpark figure of 250 - 300 bucks. This is without even looking at the vehicle and if anyone knows anything about cars - you just can't be accurate without looking. ESPECIALLY a late model vehicle.
So, I get in this morning. I get an email asking if I can take care of this call. I get in at 6am. Most repair shops don't open until 8. My instructions were to try to find one of our approved auto repair shops because the supervisor really didn't want the other contractor working on it because they aren't one of our approved repair places. Okay, no problem.
I read on in the email and there's an addition to it that states basically, "Oh, by the way, [the contractor who towed it first] states there's a dead animal in it and the vehicle is covered in fleas.
I [my supervisor] think its just bad fruit and fruit flies. So, they don't want to deal with it, the shop that fixes it will have to take care of it."
That was all the mention of that. Like, that's one hell of a "oh, by the way...."
Anyway....
Well, in the meantime, me and the dispatchers on duty have discovered that they have scheduled the majority of us for a silly training thing this morning, leaving our stations severely understaffed. I choose to skip my training to help maintain coverage. This leaves me covering three areas with only one other person as back up. On top of this, I have to call repair shops for this customer and price shop her repairs.
There are 7 stations in her towing radius that are approved by us. Long story short, well, this part of the story anyway....I was quoted costs between $175 - $800. They ALL said the same thing - they cannot guarantee ANY of it because what they were quoting me was the price of parts. They ALL stated that once they get in there, a GREAT likelihood exists that the STEEL fuel lines are rusted and will need to be replaced as well.
So, I advise my supervisor of my findings. She gets back to me an hour later. She decides its best that I call our customer and explain the situation. Okay. I can do that.
*big sigh* this is the part of my day where I can go back and say "No, I'm busy, can you please do that?" Oh well...time machines are not here...yet. If they were, they'd probably have no coverage by my company and mine would break down and I wouldn't be able to get home and I'd be stuck in a wormhole.
So, I call our lovely, elderly customer. She has been with my company since 1955. I tried so hard to keep this in mind the entire call...but there were times when the brain-to-mouth filter shut down...completely. The following is the best of my recollection.
ME: Lovely lady dispatcher - my thought or further explanation in ( )
OL: Old Lady
ME: Hi, this is FOJK from ***** and I was calling about your vehicle
OL: (in a very faint, distant voice) who?
ME: I'm FOJK from ***** about your vehicle.
OL: (still VERY quiet) Oh, oh...............oh yes. My car. Did they fix it? I can't be without my car for too long. I had to walk 12 blocks yesterday from where the bus dropped me off. Then I had to call my sister. You see, I just can't be without my car. I have to go to the store. I got to go to church. I just....
ME: (I had to interupt - remember - I was BUSY. Even though I did interupt, I was still in my calm and reassuring mode) Ma'am, yes - I'm calling about your car....
OL: Well. I'm sorry. I just took my medication and I'm dizzy, I was asleep. Who is this? I talked to Shelly* (my supervisor) yesterday. She was trying to help me get my car fixed. Billy'sTowing* picked it up and I just did not like that man! He was trying to swindle me. I talked to Shelly many times yesterday and she talked to Mike* from Ted's Towing* and they said their mechanic could fix it and have it done by today. I had several...
ME: Ma'am, I apologize, unfortunately, the car has not yet been fixed. That is why I am calling. Shelly asked me to call other repair shops this morning to find one that can get it in today and for a reasonable price. Now, I just got off the phone with Ted's and they said their mechanic is working today, however, they cannot guarantee that the work can be completed today, nor can they guarantee the 250 - 300 that you were quoted yesterday. As a matter of fact, no station that I spoke to could guarantee a price that they were quoting me because they did not have the car to look at. I was quoted....
OL: Well, I just can't be without my car. My husband worked for Ted's years ago. I thought Ted died. I don't know about no Ted no more. My husband worked there and when he worked there they were okay. I just can't be without my car. Who did you talk to at Ted's?
ME: I talked to Mike and he...
OL: Oh, is Mike the mechanic?
ME: No, he's the dispatcher. But he sa...
OL: Well, who's the mechanic? I need to know the mechanics name.
ME: I'm not sure. Mike said his mechanic is in to...
OL: Well, that does me no good. I've got to know who the mechanic is. Now, there's this place on uh, oh....this repair shop on....everyone tells me about it....they say they do good work. It's on...uh, oh....center and...center and....you know...that place.
ME: No, I'm sorry, I'm not familar with any place, I'm in *bumfuck, egypt* (three states away). I checked with all of our approved auto repair facilities and I got quoted repair costs between $175 - $800. Plus....
OL: $800!!!!! $800!!!!! Oh dear, that's just not good. I don't know anything about no $800!
ME: Well, that was the highest price quoted. However, all the shops I spoke to stated that they can't guarantee a price over the phone. They said that in most cases, a vehicle as aged as yours, they could run into issues such as rusted fuel lines and that co....
OL: Well, I don't know about no rusted fuel lines. That sounds like a bunch of hooey to me! Who did you call?
ME: I called 7 different stations all within the towing radius of 5 miles which is what your membership covers.
OL: 5 miles! NO! I get more than 5 miles. I can't believe that! I drive farther than 5 miles all the time, what is 5 miles going to get me? I don't know about no 5 miles. What about Ted's, whose the mechanic at Ted's?
ME: Ma'am, I don't know who the mechanic is at Ted's. I spoke to Mike...
OL: Is he the mechanic?
ME: No, he's their dispatcher, but he said their mechanic is in today and he also...
OL: WELL I NEED TO KNOW THE MECHANIC!
ME: (whoa...uh, yeah) I apologize, I can call...
OL: I need the mechanics name! My husband used to work for Ted's and I knew back then about Ted's but I don't no bout no Ted's today. Why didn't you get the mechanics name?
ME: I know their mechanic is working. Mike told me that...
OL: Mike is the dispatcher! I need to know the mechanic. The dispatcher does me no good. I need to get my car fixed.
ME: Ma'am, I apologize. If you'd like I can call Ted's and get the....
OL: Well...I need my car. What about that place on...oh, what was the name. On center and...center and main. You know, everyone talks about it, they do good work.
ME: (I pulled up the address where her vehicle was located and then pulled up the intersection she was talking about and discovered it'd be a 9 mile tow) Well, to tow to that area would be 9 miles that means you'd have 4 miles over your alloted amount which you'd have to...
OL: 9 miles. Who told you that? It ain't no 9 miles.
ME: I pulled up the map and did a route check and ....
OL: Well, that's an old map!
ME: Ma'am, it's mapping software, on my computer that was updated last year. It's quite accurate. However....
(she cut me off when I was going to tell her that since she's been with us for so long, I bet a supervisor would waive those over mileage charges...but she never got to hear that)
OL: Well, I don't know nothing about no 9 miles. Who else did you call?
ME: I called 7 stations in a 5 mile radius and received ballpark figures on the repairs for your car. None of them could guarantee the price because they did not have the car to look at.
(this part I will cut short. She had me go through all 7 stations. Giver her the name of the person I talked to and the price. We went over each station no less than 3 times. One of the stations had quoted me $225. She latched on to that price like a bloodhound and wouldn't let it go. I kept telling her again and again that it was not a set price. She would have none of it.)
OL: Well, where is my car now? Did they tow it to Keiths* (the station I quoted $225 price)?
ME: No. Ma'am, your car is still sitting at the lot of the company that towed it last night. We have to figure out where you want to take it. Ted's said yesterday that they could fix it today, but they are saying something different today. They are saying they can't guarantee it will be done today and they can't guarantee the price...
OL: Who's the mechanic? Did you talk to the mechanic?
ME: No. I did not talk to the mechanic, I talked to the dispatcher.
OL: Well, that does me no good! I NEED to know WHO the mechanic is....
(wash, rinse, repeat ad infinitum. I offered to call the station to ask. I offered to give her the number to call the station and ask. She would have none of it. The "who's the mechanic" line of questioning went on for so long and I could not break in a word edgewise I started to lose my mind. Two of my coworkers conferenced themselves in on the call to share my pain. I'm glad they did...I have two witnesses to the monument of suck that I was experiencing)
OL: Well, who else did you call?
ME:
(you're fucking kidding me!!!!!??!?!?!?!?!?!!?!?!?) (trying to remain as calm as possible) Well, I went over the 7 stations I spoke to this morning. But I really must reiterate that they all said the same thing about not being able to guarantee the....
OL: What about Keiths? Who did you talk to at Keiths?
(we then proceed to go over each station I called - AGAIN! I got to be that I had to stand up and pace a distance as long as the phone cord. I was frustrated. I was trying my best to maintain composure then she hit me with ....)
OL: Well, I don't know. I've been with [my company] since 1955. My husband bought the membership and I have never had such a bad experience. I don't think [my company] has been helpful at all!! I think I have to reconsider my membership....
ME: (I had had ENOUGH. In my best stern, but not insulting or intimidating voice)
Ma'am, I have gone above and beyond what is expected of [my company]. I worked diligently on calling repair stations for you, which is not something that [my company] is supposed to do. I have been more accomodating for your situation then I have had time for. I apologize that I cannot give you the answers you are seeking, but I have done more than required to help you get your vehicle fixed and back on the road.
OL: Oh, well. I just don't know. I just don't think that this membership is worth it. Now, I need to make some calls. What was the name of that one station?
(at this point, I'm still standing. I wrapped the phone cord around my neck and started to pull upward. My coworkers were back and forth between "Don't do it FOJK! BE STRONG" and "Do it, end your misery!")
OL: Well, someone is calling in.
ME: (THANK GOD) Okay. Well..
OL: I'm going to call these places. (The ones I've already called! Bless their hearts) I'll talk to them directly. I just don't know. I can't be without my car. When I find a place, I'll call Ted's and have them tow it and if I can't get Ted's to tow it, I'll call [my company] back. Thank you.
ME: (said through gritted teeth) You're welcome. Have a nice day!
I was never so happy to get off the phone in my life! I was so upset. Not because she was difficult, that was not the issue, but because she said that my company was not helpful at all. I needed serious defusing after this call...however, because we were shortstaffed due to some stupid training... I didn't get a chance to difuse. As a matter of fact, I missed both my breaks and my lunch started nearly two hours later than it should've. You'll find that post in the morons in management section!
I checked the call notes today before I posted this and she ended up going to one of the stations that I called who also happens to be another one of our towing contractors. She never did call my company back directly. The station that ended up towing it out and working on it called us back to activate the call.
[edit] Also, there were no other notes about the possibility of a dead animal...so I'm not sure what became of that.
(Briefly, for those who don't know - I work for a company that provides emergency roadside assistance)
Because I was not here when this tale began, I only know the beginning of it from the call notes. Monday night, we had a customer break down. Her vehicle was towed back to the tow contractor's shop. The contractor stated he could fix it, but after dealing with the customer, he labeled her as "difficult" and therefore refused to help with the issue any more unless it was to tow it back off their lot.
She has a late 80s model vehicle. The contractor who towed it states the issue is more than likely the fuel pump and fuel filter. The dispatcher at my company and one of the supervisors worked on finding a company that could fix her vehicle last night but, alas, it was well after 5pm, they were out of luck. The supervisor did manage to talk to another one of our facilities who stated that they could possibly get it repaired the next day and quoted a ballpark figure of 250 - 300 bucks. This is without even looking at the vehicle and if anyone knows anything about cars - you just can't be accurate without looking. ESPECIALLY a late model vehicle.
So, I get in this morning. I get an email asking if I can take care of this call. I get in at 6am. Most repair shops don't open until 8. My instructions were to try to find one of our approved auto repair shops because the supervisor really didn't want the other contractor working on it because they aren't one of our approved repair places. Okay, no problem.
I read on in the email and there's an addition to it that states basically, "Oh, by the way, [the contractor who towed it first] states there's a dead animal in it and the vehicle is covered in fleas.
I [my supervisor] think its just bad fruit and fruit flies. So, they don't want to deal with it, the shop that fixes it will have to take care of it." That was all the mention of that. Like, that's one hell of a "oh, by the way...."
Anyway....
Well, in the meantime, me and the dispatchers on duty have discovered that they have scheduled the majority of us for a silly training thing this morning, leaving our stations severely understaffed. I choose to skip my training to help maintain coverage. This leaves me covering three areas with only one other person as back up. On top of this, I have to call repair shops for this customer and price shop her repairs.
There are 7 stations in her towing radius that are approved by us. Long story short, well, this part of the story anyway....I was quoted costs between $175 - $800. They ALL said the same thing - they cannot guarantee ANY of it because what they were quoting me was the price of parts. They ALL stated that once they get in there, a GREAT likelihood exists that the STEEL fuel lines are rusted and will need to be replaced as well.
So, I advise my supervisor of my findings. She gets back to me an hour later. She decides its best that I call our customer and explain the situation. Okay. I can do that.
*big sigh* this is the part of my day where I can go back and say "No, I'm busy, can you please do that?" Oh well...time machines are not here...yet. If they were, they'd probably have no coverage by my company and mine would break down and I wouldn't be able to get home and I'd be stuck in a wormhole.
So, I call our lovely, elderly customer. She has been with my company since 1955. I tried so hard to keep this in mind the entire call...but there were times when the brain-to-mouth filter shut down...completely. The following is the best of my recollection.
ME: Lovely lady dispatcher - my thought or further explanation in ( )
OL: Old Lady
ME: Hi, this is FOJK from ***** and I was calling about your vehicle
OL: (in a very faint, distant voice) who?
ME: I'm FOJK from ***** about your vehicle.
OL: (still VERY quiet) Oh, oh...............oh yes. My car. Did they fix it? I can't be without my car for too long. I had to walk 12 blocks yesterday from where the bus dropped me off. Then I had to call my sister. You see, I just can't be without my car. I have to go to the store. I got to go to church. I just....
ME: (I had to interupt - remember - I was BUSY. Even though I did interupt, I was still in my calm and reassuring mode) Ma'am, yes - I'm calling about your car....
OL: Well. I'm sorry. I just took my medication and I'm dizzy, I was asleep. Who is this? I talked to Shelly* (my supervisor) yesterday. She was trying to help me get my car fixed. Billy'sTowing* picked it up and I just did not like that man! He was trying to swindle me. I talked to Shelly many times yesterday and she talked to Mike* from Ted's Towing* and they said their mechanic could fix it and have it done by today. I had several...
ME: Ma'am, I apologize, unfortunately, the car has not yet been fixed. That is why I am calling. Shelly asked me to call other repair shops this morning to find one that can get it in today and for a reasonable price. Now, I just got off the phone with Ted's and they said their mechanic is working today, however, they cannot guarantee that the work can be completed today, nor can they guarantee the 250 - 300 that you were quoted yesterday. As a matter of fact, no station that I spoke to could guarantee a price that they were quoting me because they did not have the car to look at. I was quoted....
OL: Well, I just can't be without my car. My husband worked for Ted's years ago. I thought Ted died. I don't know about no Ted no more. My husband worked there and when he worked there they were okay. I just can't be without my car. Who did you talk to at Ted's?
ME: I talked to Mike and he...
OL: Oh, is Mike the mechanic?
ME: No, he's the dispatcher. But he sa...
OL: Well, who's the mechanic? I need to know the mechanics name.
ME: I'm not sure. Mike said his mechanic is in to...
OL: Well, that does me no good. I've got to know who the mechanic is. Now, there's this place on uh, oh....this repair shop on....everyone tells me about it....they say they do good work. It's on...uh, oh....center and...center and....you know...that place.
ME: No, I'm sorry, I'm not familar with any place, I'm in *bumfuck, egypt* (three states away). I checked with all of our approved auto repair facilities and I got quoted repair costs between $175 - $800. Plus....
OL: $800!!!!! $800!!!!! Oh dear, that's just not good. I don't know anything about no $800!
ME: Well, that was the highest price quoted. However, all the shops I spoke to stated that they can't guarantee a price over the phone. They said that in most cases, a vehicle as aged as yours, they could run into issues such as rusted fuel lines and that co....
OL: Well, I don't know about no rusted fuel lines. That sounds like a bunch of hooey to me! Who did you call?
ME: I called 7 different stations all within the towing radius of 5 miles which is what your membership covers.
OL: 5 miles! NO! I get more than 5 miles. I can't believe that! I drive farther than 5 miles all the time, what is 5 miles going to get me? I don't know about no 5 miles. What about Ted's, whose the mechanic at Ted's?
ME: Ma'am, I don't know who the mechanic is at Ted's. I spoke to Mike...
OL: Is he the mechanic?
ME: No, he's their dispatcher, but he said their mechanic is in today and he also...
OL: WELL I NEED TO KNOW THE MECHANIC!
ME: (whoa...uh, yeah) I apologize, I can call...
OL: I need the mechanics name! My husband used to work for Ted's and I knew back then about Ted's but I don't no bout no Ted's today. Why didn't you get the mechanics name?
ME: I know their mechanic is working. Mike told me that...
OL: Mike is the dispatcher! I need to know the mechanic. The dispatcher does me no good. I need to get my car fixed.
ME: Ma'am, I apologize. If you'd like I can call Ted's and get the....
OL: Well...I need my car. What about that place on...oh, what was the name. On center and...center and main. You know, everyone talks about it, they do good work.
ME: (I pulled up the address where her vehicle was located and then pulled up the intersection she was talking about and discovered it'd be a 9 mile tow) Well, to tow to that area would be 9 miles that means you'd have 4 miles over your alloted amount which you'd have to...
OL: 9 miles. Who told you that? It ain't no 9 miles.
ME: I pulled up the map and did a route check and ....
OL: Well, that's an old map!
ME: Ma'am, it's mapping software, on my computer that was updated last year. It's quite accurate. However....
(she cut me off when I was going to tell her that since she's been with us for so long, I bet a supervisor would waive those over mileage charges...but she never got to hear that)
OL: Well, I don't know nothing about no 9 miles. Who else did you call?
ME: I called 7 stations in a 5 mile radius and received ballpark figures on the repairs for your car. None of them could guarantee the price because they did not have the car to look at.
(this part I will cut short. She had me go through all 7 stations. Giver her the name of the person I talked to and the price. We went over each station no less than 3 times. One of the stations had quoted me $225. She latched on to that price like a bloodhound and wouldn't let it go. I kept telling her again and again that it was not a set price. She would have none of it.)
OL: Well, where is my car now? Did they tow it to Keiths* (the station I quoted $225 price)?
ME: No. Ma'am, your car is still sitting at the lot of the company that towed it last night. We have to figure out where you want to take it. Ted's said yesterday that they could fix it today, but they are saying something different today. They are saying they can't guarantee it will be done today and they can't guarantee the price...
OL: Who's the mechanic? Did you talk to the mechanic?
ME: No. I did not talk to the mechanic, I talked to the dispatcher.
OL: Well, that does me no good! I NEED to know WHO the mechanic is....
(wash, rinse, repeat ad infinitum. I offered to call the station to ask. I offered to give her the number to call the station and ask. She would have none of it. The "who's the mechanic" line of questioning went on for so long and I could not break in a word edgewise I started to lose my mind. Two of my coworkers conferenced themselves in on the call to share my pain. I'm glad they did...I have two witnesses to the monument of suck that I was experiencing)
OL: Well, who else did you call?
ME:
(you're fucking kidding me!!!!!??!?!?!?!?!?!!?!?!?) (trying to remain as calm as possible) Well, I went over the 7 stations I spoke to this morning. But I really must reiterate that they all said the same thing about not being able to guarantee the....OL: What about Keiths? Who did you talk to at Keiths?
(we then proceed to go over each station I called - AGAIN! I got to be that I had to stand up and pace a distance as long as the phone cord. I was frustrated. I was trying my best to maintain composure then she hit me with ....)
OL: Well, I don't know. I've been with [my company] since 1955. My husband bought the membership and I have never had such a bad experience. I don't think [my company] has been helpful at all!! I think I have to reconsider my membership....
ME: (I had had ENOUGH. In my best stern, but not insulting or intimidating voice)
Ma'am, I have gone above and beyond what is expected of [my company]. I worked diligently on calling repair stations for you, which is not something that [my company] is supposed to do. I have been more accomodating for your situation then I have had time for. I apologize that I cannot give you the answers you are seeking, but I have done more than required to help you get your vehicle fixed and back on the road. OL: Oh, well. I just don't know. I just don't think that this membership is worth it. Now, I need to make some calls. What was the name of that one station?
(at this point, I'm still standing. I wrapped the phone cord around my neck and started to pull upward. My coworkers were back and forth between "Don't do it FOJK! BE STRONG" and "Do it, end your misery!")
OL: Well, someone is calling in.
ME: (THANK GOD) Okay. Well..
OL: I'm going to call these places. (The ones I've already called! Bless their hearts) I'll talk to them directly. I just don't know. I can't be without my car. When I find a place, I'll call Ted's and have them tow it and if I can't get Ted's to tow it, I'll call [my company] back. Thank you.
ME: (said through gritted teeth) You're welcome. Have a nice day!
I was never so happy to get off the phone in my life! I was so upset. Not because she was difficult, that was not the issue, but because she said that my company was not helpful at all. I needed serious defusing after this call...however, because we were shortstaffed due to some stupid training... I didn't get a chance to difuse. As a matter of fact, I missed both my breaks and my lunch started nearly two hours later than it should've. You'll find that post in the morons in management section!
I checked the call notes today before I posted this and she ended up going to one of the stations that I called who also happens to be another one of our towing contractors. She never did call my company back directly. The station that ended up towing it out and working on it called us back to activate the call.
[edit] Also, there were no other notes about the possibility of a dead animal...so I'm not sure what became of that.
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