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Today sucked big time. Just about everything that could go wrong did go wrong. It was one of those days where you might as well not even get up, you know?
Anyway, most of it is not relevent to this site, so I won't bore you with that. But I did have THREE people flip out today, so here we go (this'll be on the long side, so bear with me).
Lazy, Stupid Woman
Today we had two techincal problems at the registers that combined to cause this incident. The first was that the Stapels Rewards Card lookup function was offline. Basically, if someone forgets their Rewards card, we can look it up for them by name or phone number. But for some stupid reason, this function was offline. So if they didn't have their card, they had to save their receipt, find their card at home, then call the number on the back to have the receipt added to their purchase history. It's inconvenient to do, but then again, you really should remember to bring your card. We issue key tags for a reason, you know?
Problem 2 was more serious. Somehow, the database containing the all the instant savings and rebates for this week's sales got corrupted. Aside from the obvious problems this caused, it meant that the data had to be manually reloaded onto each register remotely. The first register to go down for this was the Service Desk register.
Of course, no one bothered informing me that this was going to happen. So at one point I glanced over and find that 1) I am SLAMMED, 2) service desk is down, 3) no other registers are open. Great. Just great.
So I picked up the pace as best I could to get the line cleared out but of course this is an uphill battle. It's the Christmas season, so the line is (at best) growing as fast as I can clear it out. People are starting to get antsy at having to wait in line, but most understood enough to at least not blame ME for it.
Except this woman.
SC: I don't have my Rewards card; I need you to look it up.
Me: Unfortunately, I am unable to look up Rewards cards at this time. The lookup function is offline *punches up Search so she can SEE the error message.* But if you save the receipt you can call the number on the back of your card and they'll add it in for you."
SC: No! No no no no! I NEED you to look it up so I don't have to pay THIS!
(THIS was the $7.95 delivery charge for a staples.com ordered she'd placed at the in-store kiosk. Rewards members get free shipping so they dont' have to pay this).
Me: Well, I can't look up the card for you, but I'll take your word for it and waive the delivery fee anyway.
SC: No! No no, this is big order! I NEED this added to my total. What you said is NONSENSICAL! [yes, she actually said NONSENSICAL. I've never heard someone say that in a complaint before] That's RIDICULOUS! No, YOU call it in for me. You are GOING To do that, because I didn't wait in line THIS LONG to have to call anything in myself! YOU DO IT!
OK, first of all, it's not MY FAULT that you forgot your card. Second, I can NOT call it in for you because we are NOT ALLOWED TO. Third, even if I WAS allowed to, I'd need your REWARDS NUMBER to do it, which means I'd need either your card (in which case this would be a non issue) or I'd have to look it up, which I can't do! (and would also make it a non-issue). Finally, even if I had all that, I still wouldn't do it because I'm not going to hold up this line for that. Oh, by the way, it's not THAT big an order. If it was, you would have gotten free shipping regardless (all orders over $50 get free shipping).
I explained all that to her (except the part about forgetting her card not being my fault) and she rejected the explanation. Rant rant, rave rave. Keep in mind that I've already done her a favor by waiving the delivery charge for her.
Me: Ma'am, I already waived the delivery charge. That's really all I can do for you.
SC: *rant rant rave rave* (holding up the line some more)
Now while this is happening, SC's daughter had left the store, gone out to their car, and came back in with the Rewards card. AARG! I REALLY hate it when they do that. They bring their card and leave it in the car and have us look it up for them. I mean really, how lazy IS that? YOU HAD THE CARD! WHY DID YOU NOT BRING IT IN!?!?!? I mean REALLY!
Credit Card Stupidity
After dealing with that woman, and all the other suckiness today, I was anxious to get to the end of my shift (5PM). At 4:55, a guy came up to the Service Desk to pay for a $900 laser printer. First he gives me a $3 coupon (ok) and $30-something in store credit (ok). That makes it $866.00.
He gives me his Staples Business Credit card. OK, still no problem. I swipe it.
"Call Staples Credit Authorization. 1-800-xxx-xxxx. Merchant ID#xxxxxxxxxxx"
Damn damn damn! Damn it all to hell! There's some problem with his card, and I have to call to provide additional information before the transaction can be approved (or possibly declined). Right at the end of my shift. Whiskey Tango Foxtrot!
So I ask the guy for his ID and call the number. I am on hold for an inordinately long time (usually they pick up within 60 seconds) waiting for a CSR.
SC: This is very inconvenient. I think you should give me at least another $10 off this printer for making me wait.
Me:
I am not authorized to do that, sir. You'd have to ask a manager about that.
Still on hold; I yell over to the copy center to see if they can take the customers lined up behind this guy, because even if they pick up now, this will still take a while. My relief shows up, but she can't do anything until I finish with this customer.
CSR: Thank you for calling Staples Credit services! What can I do for you today?
YES! Finally! On with the show. I give the guy my store number, the card number, company name, and the amount.
"Can I talk to the customer please?"
I give the phone to SC who has a discussion with the CSR. After a couple minutes, he gives the phone back to me.
CSR: Can I have your store number please?
(Didn't I already give it to you?)
Me: *store number*
CSR: and YOUR name?
Me: Dave1982
SC: You know, I think you really ought to give me a discount. There is NO REASON I should be made to wait like this, and answer all these questions because of YOUR GLITCH in getting my card approved! So are you going to give me a discount or not?!?!
AARGG!
I just missed the authroization number because SC was yelling at me and I couldn't hear the phone. I ask the CSR to repeat it. He has to pull it BACK UP because he'd already closed the screen and was ready to hung up. I get the number, read it bcak to him, and he verifies it. Great. Now I just need the MOD to punch in his override code so I can enter the authorization number. *Pages MOD*
SC: So will you give me some discount for the inconveniece?
OK, meathead, listen up. This is NOT "my glitch." There are several possible reasons why your card was flagged for a manual authorization, including you being over your limit, making too large of a purchase, or otherwise having done something wrong. In other words, this is YOUR FAULT or the fault of someone else who is allowed to use this card. NOT MINE. Moreover, I already told you that I am NOT allowed to give a discount and that you'd have to ask the manager.
Me: Sir, I'm not allowed to do that, but you can ask the manager when he comes over.
Wait, where IS the manager? *repeats page*
Still waiting. Ready to break the rules and punch in the general manager's code, which I just happen to know. Finally the Copy Center manager comes over and goes to enter his code....and screws it up. He presses CANCEL!
Me: AH! [ASM] you did NOT just do that!!!!
ASM: What?
Me: You cancelled the charge!!!!!!
ASM: Is that bad? (ARG! YES! Though to be fair, this ASM does not usually handle this stuff. He always has to just trust us when we say we need his numbers, but COME ON. I do NOT need this now!)
I am about to panic now, because I'm thinking that I'll have to call in AGAIN and have the SC explode. But then it dawned on me that, duh, I already have an approval code. So I just swipe the card agin, and when it says "Call......." I just hit ok, the ASM enters his code, I punch in the authorization number, and all is good.
And the SC didn't even ask ASM for a discount..........
Ready to leave! Oh, wait, SC3 needs help......
Right after the last guy leaves, I start to head out to finish another unrelated task so I can finally leave. I don't even make it out from behind the Service Desk before I am intercepted by a SC.
SC: Excuse me, do you have this item in stock? *point to GPS system in flyer*
Me: Um, I don't think so, but I'll check *fires up inventory system*
Lisa (my relief): We don't. That's the one that we only got, like, three of, and they all sold on Black Friday and we never received any more because there was some screwup with the manufacturer and they're all stuck in like, Japan or something.
Lovely! Still, just to placate the customer, I look up the SKU anyway. We have none. The other three local stores have none. No one has any.
SC: What?! How do you not have something in your flyer.
Ok, that's a fair complaint, but Lisa JUST explained what happened. It's beyond our control. Yet in classic SC fashion, she thinks that complaining will magically cause us to pull the item out of our hind quarters.
SC: *rant rant rant*
Lisa: Well, I think we're taking a list of names, so when they come in, we'll call you.
Me: OK, where's the list?
Lisa; Oh, I don't know.
(Fat lot of help THAT is!)
Me (overhead page): MOD Service Desk please!
*MOD comes up, finds list, takes customer's name and number*
SC: When will it be in.
MOD: I have no idea ma'am. There was a screwup somewhere up the line, so the warehouse doesn't have any, therefore we don't have any. It's beyond our control. As soon as they come in, we'll call you.
SC: That is UNACCEPTABLE! How can you put something in the flyer that you don't have?
MOD: The flyer was already printed when this happened.
SC *rant rant; rave rave*
I chose this moment to exit stage right.
Yeah, bad day........
Thank you for putting up with this lengthy rant.
Anyway, most of it is not relevent to this site, so I won't bore you with that. But I did have THREE people flip out today, so here we go (this'll be on the long side, so bear with me).
Lazy, Stupid Woman
Today we had two techincal problems at the registers that combined to cause this incident. The first was that the Stapels Rewards Card lookup function was offline. Basically, if someone forgets their Rewards card, we can look it up for them by name or phone number. But for some stupid reason, this function was offline. So if they didn't have their card, they had to save their receipt, find their card at home, then call the number on the back to have the receipt added to their purchase history. It's inconvenient to do, but then again, you really should remember to bring your card. We issue key tags for a reason, you know?
Problem 2 was more serious. Somehow, the database containing the all the instant savings and rebates for this week's sales got corrupted. Aside from the obvious problems this caused, it meant that the data had to be manually reloaded onto each register remotely. The first register to go down for this was the Service Desk register.
Of course, no one bothered informing me that this was going to happen. So at one point I glanced over and find that 1) I am SLAMMED, 2) service desk is down, 3) no other registers are open. Great. Just great.
So I picked up the pace as best I could to get the line cleared out but of course this is an uphill battle. It's the Christmas season, so the line is (at best) growing as fast as I can clear it out. People are starting to get antsy at having to wait in line, but most understood enough to at least not blame ME for it.
Except this woman.
SC: I don't have my Rewards card; I need you to look it up.
Me: Unfortunately, I am unable to look up Rewards cards at this time. The lookup function is offline *punches up Search so she can SEE the error message.* But if you save the receipt you can call the number on the back of your card and they'll add it in for you."
SC: No! No no no no! I NEED you to look it up so I don't have to pay THIS!
(THIS was the $7.95 delivery charge for a staples.com ordered she'd placed at the in-store kiosk. Rewards members get free shipping so they dont' have to pay this).
Me: Well, I can't look up the card for you, but I'll take your word for it and waive the delivery fee anyway.
SC: No! No no, this is big order! I NEED this added to my total. What you said is NONSENSICAL! [yes, she actually said NONSENSICAL. I've never heard someone say that in a complaint before] That's RIDICULOUS! No, YOU call it in for me. You are GOING To do that, because I didn't wait in line THIS LONG to have to call anything in myself! YOU DO IT!
OK, first of all, it's not MY FAULT that you forgot your card. Second, I can NOT call it in for you because we are NOT ALLOWED TO. Third, even if I WAS allowed to, I'd need your REWARDS NUMBER to do it, which means I'd need either your card (in which case this would be a non issue) or I'd have to look it up, which I can't do! (and would also make it a non-issue). Finally, even if I had all that, I still wouldn't do it because I'm not going to hold up this line for that. Oh, by the way, it's not THAT big an order. If it was, you would have gotten free shipping regardless (all orders over $50 get free shipping).
I explained all that to her (except the part about forgetting her card not being my fault) and she rejected the explanation. Rant rant, rave rave. Keep in mind that I've already done her a favor by waiving the delivery charge for her.
Me: Ma'am, I already waived the delivery charge. That's really all I can do for you.
SC: *rant rant rave rave* (holding up the line some more)
Now while this is happening, SC's daughter had left the store, gone out to their car, and came back in with the Rewards card. AARG! I REALLY hate it when they do that. They bring their card and leave it in the car and have us look it up for them. I mean really, how lazy IS that? YOU HAD THE CARD! WHY DID YOU NOT BRING IT IN!?!?!? I mean REALLY!
Credit Card Stupidity
After dealing with that woman, and all the other suckiness today, I was anxious to get to the end of my shift (5PM). At 4:55, a guy came up to the Service Desk to pay for a $900 laser printer. First he gives me a $3 coupon (ok) and $30-something in store credit (ok). That makes it $866.00.
He gives me his Staples Business Credit card. OK, still no problem. I swipe it.
"Call Staples Credit Authorization. 1-800-xxx-xxxx. Merchant ID#xxxxxxxxxxx"
Damn damn damn! Damn it all to hell! There's some problem with his card, and I have to call to provide additional information before the transaction can be approved (or possibly declined). Right at the end of my shift. Whiskey Tango Foxtrot!
So I ask the guy for his ID and call the number. I am on hold for an inordinately long time (usually they pick up within 60 seconds) waiting for a CSR.
SC: This is very inconvenient. I think you should give me at least another $10 off this printer for making me wait.
Me:
I am not authorized to do that, sir. You'd have to ask a manager about that.Still on hold; I yell over to the copy center to see if they can take the customers lined up behind this guy, because even if they pick up now, this will still take a while. My relief shows up, but she can't do anything until I finish with this customer.
CSR: Thank you for calling Staples Credit services! What can I do for you today?
YES! Finally! On with the show. I give the guy my store number, the card number, company name, and the amount.
"Can I talk to the customer please?"
I give the phone to SC who has a discussion with the CSR. After a couple minutes, he gives the phone back to me.
CSR: Can I have your store number please?
(Didn't I already give it to you?)
Me: *store number*
CSR: and YOUR name?
Me: Dave1982
SC: You know, I think you really ought to give me a discount. There is NO REASON I should be made to wait like this, and answer all these questions because of YOUR GLITCH in getting my card approved! So are you going to give me a discount or not?!?!
AARGG!
I just missed the authroization number because SC was yelling at me and I couldn't hear the phone. I ask the CSR to repeat it. He has to pull it BACK UP because he'd already closed the screen and was ready to hung up. I get the number, read it bcak to him, and he verifies it. Great. Now I just need the MOD to punch in his override code so I can enter the authorization number. *Pages MOD*SC: So will you give me some discount for the inconveniece?
OK, meathead, listen up. This is NOT "my glitch." There are several possible reasons why your card was flagged for a manual authorization, including you being over your limit, making too large of a purchase, or otherwise having done something wrong. In other words, this is YOUR FAULT or the fault of someone else who is allowed to use this card. NOT MINE. Moreover, I already told you that I am NOT allowed to give a discount and that you'd have to ask the manager.
Me: Sir, I'm not allowed to do that, but you can ask the manager when he comes over.
Wait, where IS the manager? *repeats page*
Still waiting. Ready to break the rules and punch in the general manager's code, which I just happen to know. Finally the Copy Center manager comes over and goes to enter his code....and screws it up. He presses CANCEL!
Me: AH! [ASM] you did NOT just do that!!!!
ASM: What?
Me: You cancelled the charge!!!!!!
ASM: Is that bad? (ARG! YES! Though to be fair, this ASM does not usually handle this stuff. He always has to just trust us when we say we need his numbers, but COME ON. I do NOT need this now!)
I am about to panic now, because I'm thinking that I'll have to call in AGAIN and have the SC explode. But then it dawned on me that, duh, I already have an approval code. So I just swipe the card agin, and when it says "Call......." I just hit ok, the ASM enters his code, I punch in the authorization number, and all is good.
And the SC didn't even ask ASM for a discount..........
Ready to leave! Oh, wait, SC3 needs help......
Right after the last guy leaves, I start to head out to finish another unrelated task so I can finally leave. I don't even make it out from behind the Service Desk before I am intercepted by a SC.
SC: Excuse me, do you have this item in stock? *point to GPS system in flyer*
Me: Um, I don't think so, but I'll check *fires up inventory system*
Lisa (my relief): We don't. That's the one that we only got, like, three of, and they all sold on Black Friday and we never received any more because there was some screwup with the manufacturer and they're all stuck in like, Japan or something.
Lovely! Still, just to placate the customer, I look up the SKU anyway. We have none. The other three local stores have none. No one has any.
SC: What?! How do you not have something in your flyer.
Ok, that's a fair complaint, but Lisa JUST explained what happened. It's beyond our control. Yet in classic SC fashion, she thinks that complaining will magically cause us to pull the item out of our hind quarters.
SC: *rant rant rant*
Lisa: Well, I think we're taking a list of names, so when they come in, we'll call you.
Me: OK, where's the list?
Lisa; Oh, I don't know.
(Fat lot of help THAT is!)
Me (overhead page): MOD Service Desk please!
*MOD comes up, finds list, takes customer's name and number*
SC: When will it be in.
MOD: I have no idea ma'am. There was a screwup somewhere up the line, so the warehouse doesn't have any, therefore we don't have any. It's beyond our control. As soon as they come in, we'll call you.
SC: That is UNACCEPTABLE! How can you put something in the flyer that you don't have?
MOD: The flyer was already printed when this happened.
SC *rant rant; rave rave*
I chose this moment to exit stage right.
Yeah, bad day........
Thank you for putting up with this lengthy rant.
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