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Ebola Sounds Better Than The Cubicle Farm

, , , , | Working | June 29, 2017

I used to work for a payment collection call center. It was a real revolving-door sort of place, people always quitting, new people always coming in, less-than-stellar corporate policies, all packed into a big cubicle farm.

One day I’m at my desk, trying my best to handle some customers, when I notice a lot of the supervisors and higher-level personnel seem to be gathering and chatting fervently. I assume it’s nothing important and that they’re probably all just getting together to go to the supervisor office to eat candy and laugh at all the normal employees. Yes, they really did that. I return my focus to work.

A few minutes later, I hear loud footsteps. I peer down the room again, and now in addition to the supervisors, there are several firemen. And I can tell they are firemen because they are dressed for the part: yellow jackets, red helmets, and masks. I think one of them even has an axe. I am a little worried about this, but since nobody is saying anything, I just figure it is a burst pipe or something and go back to work.

Later still, the footsteps have gotten louder, and the supervisors and firemen have been joined by police officers. I am now officially worried. Sure enough, we finally get the word that we need to vacate the building. We power down our computers and are herded down the incredibly narrow fire escape into the parking lot.

Here’s what happened, according to one of my coworkers who spoke to an officer. In the office that shares a building with ours, a random guy went up to the front desk and placed a single glass test tube. On that test tube was a piece of sticky tape with one word scribbled onto it: “EBOLA.” Naturally, the police were called, and when the man who brought the tube was questioned, he said it was “the cure for Ebola.” The test tube was obviously empty, but to play it safe, the building had to be vacated for about two days.

Here’s where those corporate policies I mentioned come in. You would think, in a situation like this, we would simply be told to go home. Once we’re all herded into the parking lot, the supervisors explain that we all have to get in our cars and drive to the company’s sister office, an entirely separate cubicle farm, at which we’ll spend the next two days.

There are two problems with this:

  1. The second office is already grossly overcrowded, unable to accommodate the people who are actually supposed to be there. It is statistically unlikely that any of us will be able to even get a computer, much less get any work done.
  2. Nobody knows the second office’s address. The supervisors just parrot “follow us, follow us” over and over, but even if we ask for the address just in case, they refuse to give it up for some unknown reason.

I try my best to follow the enormous line of cars, but the car I’m behind suddenly pulls into a commuter parking lot. I follow them and ask why they stopped. Apparently, she is equally clueless as to where we are going, as is the person she was following. We just sit there for a few minutes, heavily considering just ditching work, but the other driver manages to wrestle the second office’s address from her temp agency after calling them, and we manage to make our way there.

And to top it all off, when we finally arrived, the supervisors didn’t even know we had been gone, greeting us with an emotionless “get back to work.”

Can’t Be Free From The Free Gift

, , | Right | June 26, 2017

(I take calls for a popular clothing line. The clothing line is popular but cheap and offers many discounts. Around the holidays they offer a free gift with purchase.)

Me: “Thank you for calling [Store]. My name is [My Name]. How may I help you?”

Customer: “I placed an order and qualified to receive the free gift, but I didn’t get it. It’s not on my order.”

Me: “I’m really sorry to hear that. Let me pull up your order and take a look at what’s going on.”

(I pull up the customer’s order and notice they placed an order after the “while supplies last, free gift with purchase” went out of stock.)

Me: “It looks like you placed the order at nine pm. We went out of stock at five pm. I’m sorry, but unfortunately we were out of stock when you placed the order.”

Customer: “I want my free gift. If you advertise a free gift, I should get it.”

Me: “I understand your frustration. Unfortunately, it was ‘while supplies last’ and we ran out before you placed your order.”

Customer: “Well, then, I want to be refunded for it. It isn’t fair that I’m not getting it.”

Me: “I’m sorry, but I am unable to refund for a free gift.”

Customer: “No, I paid the amount to receive it. I should be refunded for the price of the item.”

Me: “…”

(I don’t know why people think that they are entitled to things and I don’t know how they expect to be credited back for something that was free. “Yeah, sure, I’ll refund you 0.00 dollars.”)

The Answer Is Always 42

, , , , | Working | June 25, 2017

(A little bit of backstory: I receive a phone from my parents for Christmas one year. As part of the gift, they agree to pay the contract for the first two years (the length of the contract), at which point it will be transferred to me. However, I go away to university in this time, so we set up with the company that I have the authorisation to speak on behalf of my father in case there are any issues while I am away from home.)

Me: “Hi, I’m having a problem with my account. It’s under [Father], but I should be on your system as having authorisation to speak on his behalf? My name is [My Name].”

Customer Service Rep: “Okay, yes, I see, ma’am. That is absolutely fine. We will require the answer to the account holder’s security question in order to continue, though.”

(I know the answers that my father would give to most standard security questions; however, since the account was set up in my absence, I don’t know which question he set.)

Me: “Okay, that should be fine. Can you tell me what the question is?”

Customer Service Rep: “No.”

Me: “…why not?”

Customer Service Rep: “You are not the account holder.”

Me: “But I have the authority to speak in his stead. You’ve already said that your system acknowledges that.”

Customer Service Rep: “I cannot divulge that information.”

Me: “But… look, it’s not as if I’m asking for a hint, or for you to tell me the answer. I’m asking for the question. That information is useless without the answer.”

Customer Service Rep: “I can’t tell you.”

Me: *giving up* “I’ll get in touch with my father and call you back.”

(He couldn’t remember which question he’d used either. Luckily, my mother could.)

Night Of The Entitled Dead

, , , , | Right | June 12, 2017

(I work for a complaints department in an insurance company. The caller stopped paying their life insurance premiums and understandably (you’d think), his policy was cancelled. He contacted us a few years later.)

Customer: “But how could you have cancelled the policy? You owe me £3,000!”

Me: “That’s the amount of cover you had on the policy. Because the premiums haven’t been paid, the policy has lapsed and you’re no longer covered. Because it was life insurance, it would only have paid out that amount on your death.”

Customer: “How DARE you tell me I’m not dead! I demand you pay me MY money IMMEDIATELY!”

PIN-ned That Down Too Easily

, , , | Right | June 10, 2017

(I used to work in a call center where we would ask for a customer’s PIN, which is what they created to verify their identity for when they called regarding their account.)

Coworker: “Good morning! This is [Business]. Can I have your name, please?”

(Pause.)

Coworker: “Okay, great! Can I have your PIN?”

(Pause.)

Coworker: “It’s okay if you can’t remember it, ma’am. I’ll just ask you for some other information to verify your identity.”

(My coworker then asks her a few questions.)

Coworker: “Okay, thank you very much. Do you want to update your PIN or would you like me to tell you what it is?”

(Pause.)

Coworker: “That’s not a problem. The PIN you set up was 7727.”

(My coworker freaks out then hits the mute button to snort loudly before jumping back on the call.)

Coworker: “Uh… y-yes, that’s just fine. N-not a problem. You have a nice day.”

(She turns around to talk to me.)

Coworker: “When I gave that lady her PIN she said ‘Oh, it’s the same as my bank PIN! That’s what I put in the ATM!’ I can’t believe she told me that! Now I can’t un-know that!”

(Hours later.)

Coworker: “That lady’s bank PIN is still in my head! I can’t get it out of my head! Why did she have to tell me that?!”