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This one happened yesterday but I was busy doing homework at work and didn't post until now.
I haven't run into this is awhile because we only have one station out of several hundred that runs their private (non-member) business through our dispatch department.
A non-member calls in for tow service. Was quoted an hour for service. This is not a pizza place, this is a tow truck company. Arrival times are in no way guaranteed. There are just too many variables.
This guy calls in with 5 minutes left on his quoted arrival time.
The conversation goes:
ME: I apologize for the wait. The driver is currently on the call ahead of you and when he is done dropping that vehicle, we will be on our way to pick up yours.
Asshat: I was told an hour. What is taking so long?
ME: There is no guarantee on the quoted arrival time, there are too many variables. I can call the driver to get a better idea on how much longer it will take.
*I put asshat on hold. I call the driver. Seems that the vehicle he is currently towing is being towed to a lot that is not open until 8am. (The current time is 7:55) Okay. As soon as the lot opens, the driver will drop and then head to asshat's call*
ME: Well, sir, it looks like he is at the lot he needs to drop at but they don't open until 8 which is five more minutes. As soon as he drops, he'll head your way. I can't see it being longer than another 30- 40 minutes.
Asshat: WHAT? I was quoted an hour. I have to be at work. Are you going to compensate me for this extra time? I'm paying a lot for this service and now I'm being inconveinenced. What discount are you going to give me? (spelling - I know, sorry)
ME: None. There is no compensation for running over the quoted arrival time. There is no guarantee on the time we quote. You weren't promised an arrival time, you were told a rough estimate of the time. *I wanted to say "this is a towing company NOT pizza hut" but I refrained. I think my tone with him may have suggested that though*
Asshat: Well, that's not good customer service. I am paying you for your service and so far, you are providing terrible service.
ME: I disagree. We are providing you service, just not in the time originally quoted. This is not an exact science. There are too many variables involved in our service to provide an accurate time of arrival. This is one of those cases where we've run into a variable that extends your wait time. The driver will drop this vehicle and come and get yours right afterward. *I love this non-member line, I can say anything within reason and not get in trouble*
Asshat: This is unacceptable. *then call another company and wait another hour or longer* I have to be at work and you guys lied to me about the time of service.
ME: Sir...
Asshat: *cuts me off* I guess I'll will just have to wait. I'm not happy.
ME: *I guess you will* I'm sorry you feel that way. Thank you for calling. Goodbye.
I hung up after that, I didn't care to hear anymore and besides, it was the non-member line.
I don't know if I should blame pizza places that guarantee a delivery time for making SCs think that ALL places that deliver service gurantee an arrival time or if I should just chalk it up to asshattery.
I haven't run into this is awhile because we only have one station out of several hundred that runs their private (non-member) business through our dispatch department.
A non-member calls in for tow service. Was quoted an hour for service. This is not a pizza place, this is a tow truck company. Arrival times are in no way guaranteed. There are just too many variables.
This guy calls in with 5 minutes left on his quoted arrival time.
The conversation goes:
ME: I apologize for the wait. The driver is currently on the call ahead of you and when he is done dropping that vehicle, we will be on our way to pick up yours.
Asshat: I was told an hour. What is taking so long?
ME: There is no guarantee on the quoted arrival time, there are too many variables. I can call the driver to get a better idea on how much longer it will take.
*I put asshat on hold. I call the driver. Seems that the vehicle he is currently towing is being towed to a lot that is not open until 8am. (The current time is 7:55) Okay. As soon as the lot opens, the driver will drop and then head to asshat's call*
ME: Well, sir, it looks like he is at the lot he needs to drop at but they don't open until 8 which is five more minutes. As soon as he drops, he'll head your way. I can't see it being longer than another 30- 40 minutes.
Asshat: WHAT? I was quoted an hour. I have to be at work. Are you going to compensate me for this extra time? I'm paying a lot for this service and now I'm being inconveinenced. What discount are you going to give me? (spelling - I know, sorry)
ME: None. There is no compensation for running over the quoted arrival time. There is no guarantee on the time we quote. You weren't promised an arrival time, you were told a rough estimate of the time. *I wanted to say "this is a towing company NOT pizza hut" but I refrained. I think my tone with him may have suggested that though*
Asshat: Well, that's not good customer service. I am paying you for your service and so far, you are providing terrible service.
ME: I disagree. We are providing you service, just not in the time originally quoted. This is not an exact science. There are too many variables involved in our service to provide an accurate time of arrival. This is one of those cases where we've run into a variable that extends your wait time. The driver will drop this vehicle and come and get yours right afterward. *I love this non-member line, I can say anything within reason and not get in trouble*
Asshat: This is unacceptable. *then call another company and wait another hour or longer* I have to be at work and you guys lied to me about the time of service.
ME: Sir...
Asshat: *cuts me off* I guess I'll will just have to wait. I'm not happy.
ME: *I guess you will* I'm sorry you feel that way. Thank you for calling. Goodbye.
I hung up after that, I didn't care to hear anymore and besides, it was the non-member line.
I don't know if I should blame pizza places that guarantee a delivery time for making SCs think that ALL places that deliver service gurantee an arrival time or if I should just chalk it up to asshattery.