Category: Wild & Unruly

Doesn’t Score The Hotel Goal

| San Antonio, TX, USA | Hotels & Lodging, Wild & Unruly

(I work at a reservation center for a big chain hotel company. It’s nationwide and all of our calls are from all over. When you call, we ask for the hotel, dates, and any type of rate that you may qualify for or be calling about. Whatever hotel that a group is booked at is the ONLY one that will have that group rate. One day a guest calls and doesn’t really know exactly what he’s looking for.)

Me: “Thank you for calling [Company]. This is [My Name]. How can I help you today?”

Guest: “Uh, yeah, uh, I need to reserve a room for my son’s soccer tournament.”

Me: “Okay, what hotel are you looking for, sir?”

Guest: “It’s the Union Square.” *we have three different hotels called Union Square*

Me: “Okay, and which one?”

Guest: “THE UNION SQUARE!”

Me: “Sir, we have more than one Union Square so I’ll need to know which one. We have three, actually.”

Guest: “Oh, there’s more than one? Uh… the… uh… [Hotel Brand].”

Me: “Okay, and what are the dates?”

(He gives me the dates and I begin to read the rates to him.)

Guest: “NO! NO! NO! That’s not right; we have a discount.”

Me: “Oh, okay. Do you guys have a room block set aside?”

Guest: “Uh I don’t know, but they said to say were with [Group] and we get a better rate.”

Me: “Did they send an email with the information or anything? They usually send out something letting you know.”

Guest: “Oh, yeah; should I read that and see if it’s on there?”

Me: “Yes. If it gives you more information, then, yes, read the email so we can book it.”

Guest: “Uh, okay.” *reads off some info that he finds*

Me: *putting two and two together I figure out it’s a group* “Okay, I found it right here.”

(I give him the rates and he accepts. In order to even send a reservation, we need information like name, billing zip, card number to hold, and email to send you the confirmation number of your reservation. I get almost through when his attitude returns.)

Me: “Okay, I need your billing zip code, please?”

Guest: “FOR WHAT?! WHAT DO YOU THAT FOR?!”

Me: “Sir, we need the zip code to match the card we use to hold the room.”

(He complies.)

Me: “Okay, and the email address to send your confirmation number to once we’re done here?”

Guest: “OH, YOU’RE GONNA SEND ME A BUNCH OF S*** AND OFFERS, AREN’T YOU?! I DON’T WANT THAT! CAN YOU NOT SEND THAT?!”

Me: *severely annoyed at this point* “SIR, it’s an automated system and all I can send is the confirmation number. I don’t send anything else. The email is just to sent the confirmation to you.”

Guest: “OH, WELL, HOW ABOUT I DON’T STAY WITH YOU SINCE YOUR ATTITUDE SUCKS, HUH? HOW ABOUT THAT?!”

Me: “That’s fine sir, I’ll get you over to customer care to make a complaint, then—”

Guest: “NO! NO! I’M NOT GONNA STAY WITH YOU BECAUSE OF YOUR S***TY ATTITUDE, SO HOW ABOUT I TAKE MY BUSINESS ELSEWHERE?!”

Me: *laughs* “Okay, good luck finding your group at another hotel, then!” *hangs up*

(Needless to say he didn’t get his reservation, so I guess he got to explain to little Timmy that he wouldn’t go to his tournament because Daddy was an a**-hole.)

PDF = Pretty Dumb Fail

, | Sacramento, CA, USA | Crazy Requests, Technology, Wild & Unruly

(My copy center normally just prints things for customers, but we also offer a word processing service for those without the equipment or ability to type many pages of text. One of my regulars, an elderly gentleman who barely knows how to access email from his PC, has asked me to type up several pages of text for a legal document. For this particular project, he asked that we create an editable PDF form so that he can reuse it for multiple different projects. His work is completed, emailed to him with instructions on how to save the file and use it, and he goes home. About an hour later, the phone rings.)

Customer: “Hello, [My Name]? This is [Customer] and the files you sent to me don’t work!”

Me: “Err, that’s strange, sir. We tested them while you were still here and they worked fine. What is it that’s happening, or not happening?”

Customer: “I don’t know! It just doesn’t work!”

Me: “Err… Is it that the blue boxes aren’t showing up for you to type in?”

Customer: “I don’t care about that; my tech guy says you can’t edit PDFs!”

Me: *sighs* “Sir, I assure you that the document allows you to type in custom information in the blue boxes. Do you see blue boxes?”

Customer: “I don’t care about blue boxes! I want you to fix this!”

Me: “Well, since I can’t see what’s going on with your document, and you are unable to tell me, I’m not sure what you want me to fix, sir. If your ‘tech guy’ is still there, maybe he can help you?”

Customer: “No, YOU made this document, so YOU need to fix the problem!”

Me: “Sir, it’s sounding to me like the problem is with your computer, or perhaps the version of Acrobat you’re using. Maybe if you could have your tech guy update Acrobat…”

Customer: “This is [Popular Email Client]!”

(From this, I surmise that he’s previewing the document from his email and hadn’t actually saved it to his PC. If that’s the case, it explains why the document isn’t editable. I try to explain this to the customer, and tell him we’re going to walk through the steps to save it to his desktop so that he can edit it. I go slowly, making sure to wait for him to confirm what I asked him to do before going on to the next step. Finally….)

Me: “All right, good. Once you save it, we can open it and see if th—”

Customer: *interrupts* “I TOLD YOU TO TELL ME HOW TO FIX THIS PROBLEM!”

Me: “Sir, this WILL fix the problem. Did you do ANY of the steps I just told you?”

Customer: “NO! I didn’t! I said you need to tell me how to fix the problem! I don’t want to hear any of that s***!”

Me: *sighs* “Well, then, sir, looks like you’re going to have to call your ‘tech guy’ over and have him figure it out for you. There’s nothing else I can do for you, since you don’t want to follow my instructions to fix the problem. Have a nice day.”

(The customer grumbled some threats about “If I have to come back down there…!” but hung up. Since I never heard back from him on that subject, I’m assuming his ‘tech guy’ got him all squared away!)

Unable To PIN Down The Problem

| Kingston, ON, Canada | Bad Behavior, Crazy Requests, Wild & Unruly

(I work in a call center which serves as technical support for a very large cellphone company. In order for agents to verify a customer’s account under their cellphone number, they would need to provide us with the last four digits of their SIN (or ‘PIN’ as we called it), which we are already able to see on their account. If they choose not to verify their account, they only get limited access to it (like making a payment, or asking technical support questions.)

Me: “[Standard agent greeting]. May I have your four digit PIN, please?”

Customer: “How do I find out my PIN?”

Me: “It is the last four digits of your social insurance number.”

Customer: “Well, I don’t feel comfortable giving you that information!”

Me: “If you choose not to verify, I do have to warn you that you that there will be limited access to your account. As well, I can currently see your PIN; all I need is for you to verify it for me.”

Customer: “DIDN’T YOU HEAR ME? I do NOT feel comfortable giving you that kind of information.”

Me: “Okay, ma’am, what can I help you with today?”

Customer: “I want to know what the last four numbers this phone has called.”

Me: “I’m sorry, but because you chose to not verify this account, I can not give you that information. I can help you out with technical questions or make payments.”

Customer: *very irate now* “WHAT?! I NEED to know what numbers this phone has called!”

Me: “If you would like to verify…”

Customer: “I ain’t verifying nothing, you stupid b****!” *slams phone down*

(I was assuming she meant to actually hang up but in her anger the phone didn’t actually disconnect and I had to listen to her throw things around and curse for three minutes before I was able to give a goodbye script and disconnect.)

Razor Sharp Rewards

| CA, USA | At The Checkout, Wild & Unruly

(I work at an auto parts store. Just like any retail store, we get plenty of returns a day, and it’s our job to verify that the return is valid and make sure parts are not used. A customer comes in to return a roll of window tint.)

Customer: “Hi, I would like to make this return. I didn’t need it after all.”

Me: “Okay, I’ll be happy to do that.” *starts opening package to make sure everything is there*

Customer: “Oh, don’t worry. I didn’t open it.”

Me: “Sorry, sir, just have to make sure.”

(While checking I noticed that the roll has already been cut and there is less than half left over.)

Me: “Sorry, sir, I won’t be able to do this return. The product has been used.”

Customer: “What do you mean? It’s complete!”

Me: *walk over to the aisle to get new package for comparison* “You see, sir, it’s less than half.”

Customer: “Fine, throw it away! I’m never coming here again. At [Other Main Auto Parts Store], they always return what I buy! Better yet!” *starts ripping apart the roll of tint, trying to cause a scene*

Me: “Here, sir, I have a razor you can use. It will probably be easier to cut it with.”

Customer: *takes razor angrily and cuts the roll* “And here’s your rewards card! I won’t need it since I’m never coming here again!” *starts to try to tear the card apart*

Me: “Here, you can still use the razor!”

(The customer stormed out angrily! Funny thing was, a few months later, he came back to the store to buy something. When he was paying I asked for his rewards card and he said he threw it away because last time some girl didn’t wanna do his return! He said he’s sure she got fired because he hasn’t seen her since!  I guess he didn’t recognize me.)

Throw The Google Book At Them

| PA, USA | Geography, Technology, Wild & Unruly

(I’m working the Reference Desk at my local library. We often get questions from people asking for local phone numbers, addresses, etc., along with the general library questions. Calls like this one, where an elderly patron can’t find a number in their phone book, are very common.)

Me: “[Library], Information Services. This is [My Name].”

Patron: “Uh, I couldn’t find a local business in the phone book. Do you by chance have it in your Google book?”

(The patron is audible, but is slightly hard to hear because her television is so loud that I can clearly hear everything and identify the game show she is watching.)

Me: “I can definitely see if I can find it online for you. What business are you looking for?”

Patron: “Oh, dear… Uh… It was a local discount store…” *incoherent mumbling while [Game Show] is coming through more clearly than she is* “Oh! It’s [Dollar Store #1]! I want the one on [Boulevard I’m unfamiliar with].”

Me: “Sure thing! Let me check if it’s listed.” *pulls up all the listings for [Dollar Store #1]* “Ma’am, I don’t see one on [Boulevard], and I’m also not too familiar with it. Do any of these locations sound nearby?” *lists the locations*

Patron: *suddenly turns mean* “YOU’RE NOT DOING IT RIGHT! It’s on [Boulevard]! You’re supposed to know it and have it in your Google!” *continues ranting*

Me: *trying to avoid just hanging up on her, I suddenly realize there are two different dollar store chains in the city* “Uh, ma’am? Ma’am? Did you by chance mean [Dollar Store #2]? I just looked it up and there’s one on [Boulevard].”

Patron: *another mood flip* “Oh? Maybe. I forgot there were two of them. I’m sorry… Is it by [Department Store]?” *clearly very embarrassed*

Me: “Yes. That’s coming up on the map. Is this what you needed the phone number for?”

Patron: “Yes, and would you mind speaking up? I can’t hear you over my television. What’s the phone number?”

Me: *can’t really speak up, or else I would be shouting* “The number is…” *starts slowly giving the phone number*

(I end up having to repeat the phone number at least ten times. She keeps making up numbers and thinking that some are doubled up. Eventually:)

Me: “Ma’am? I’m just going to start over and give you the number slowly. That way we know that no one is losing their place. All right?”

Patron: “All right. What is it?”

(I slowly give the number, pausing a second between numbers. Right after the area code and first three digits…)

Patron: “Oh, hold on, honey. Would you mind waiting while I go find a pen and paper? I’m not going to remember this whole thing. That’s why I kept getting mixed up!”

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