No Reply Will Satisfy Them

Me: “Thank you for calling [Travel Agency]. How may I assist you?”

Caller: “I want to file a complaint.”

Me: “All right, and may I know what is it about?”

Caller: “About the previous girl that talked to me.”

(I check the records. The last time she called in was two months ago, and she’s supposed to check into a hotel in three days time. When she called in before, she wanted to amend the check-in date.)

Me: “Ma’am, from my record, it shows that you requested to amend the date from [date in November]. However, we didn’t proceed with the amendment, as we did not receive any confirmation from your end.”

Caller: “What?! That’s ridiculous! I’m sure I replied immediately! Check your stupid system again!”

Me: *check again and still finds nothing* “I’m sorry, ma’am. I really don’t see any confirmation emails from you. And since it’s been two months, I will have to double check with [Hotel] about the rate and if they still have rooms on the date that you want to amend, and there might be some price difference.”

Caller: *starts screaming* “OH, MY GOD! I CAN’T BELIEVE THIS! So, you are going to waste another five to ten minutes of my life just because you didn’t do your job well?! And even worse, I have to pay more for your mistakes?!”

Me: “All right, ma’am, please give me a minute and I’ll go through all our emails and try to locate the email that you sent us, okay? May I know which email you replied to?”

Caller: “You better! I think I replied to noreply@[website].”

Me: *stunned for two seconds* “Ma’am, when it says ‘noreply,’ that means it’s an automated email and you should not reply to it. Even if you did, we will not receive anything.”

Caller: “HOW THE HELL WOULD I KNOW?! IT’S YOUR FAULT TO COME OUT WITH EMAILS THAT CANNOT RECEIVE REPLIES! THIS IS SO STUPID! ALL OF YOU MUST BE SCHOOL DROPOUTS!”