Sub-Standard Sub-Service, Part 7

, , , , | Right | July 20, 2021

I work at the customer service desk at a large retailer with a sub shop, nail salon, and bank in the building. The phone rings.

Me: “[Store] Customer Service.”

Caller: “I want a refund.”

Me: “Okay, what did you buy and when?”

Caller: “I ordered [Sub] and it was disgusting.”

Me: “Umm, you ordered it?”

Caller: “Yes!”

Me: “From [Store]?”

Caller: “Yes!”

Me: “I’m sorry, I don’t understand. We sell premade subs but—”

Caller:No, you don’t.”

Me: “Ah, did you order from [Sub Shop]?”

Caller: “Yes. Jesus, no wonder you only make minimum wage!”

Me: “Well, ma’am, if you want a refund from [Sub Shop], you have to call them, not [Store].”

Customer: “Oh. I thought you could just transfer me.”

Me: “No, you have to call them directly.”

Silence for a few seconds, then…

Customer: “Well, you’re still stupid.” *Hangs up*

Sub-Standard Sub-Service, Part 6
Sub-Standard Sub-Service, Part 5
Sub-Standard Sub-Service, Part 4
Sub-Standard Sub-Service, Part 3
Sub-Standard Sub-Service, Part 2

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Some People Really Aren’t Meant For Customer Service

, , , , , , | Working | July 16, 2021

I have been working in customer service for years. I always try my best to help customers and manage to stay calm whenever customers start their verbal abuse. Even though the job is for minimum wage, I really want to help people out and do the best I can, so when I need to call customer service myself for any reason, I make sure to give the same respect to the customer service representative as I would like to receive myself.

One day at work during my lunch break, I decide to get a ten-euro bill from the ATM around the corner in order to buy lunch from the cafeteria. I insert my card and enter my PIN, but then I notice something strange. There is some weird, putty-like stuff on the buttons of the PIN pad that shows my fingerprints, making my pin combination obviously visible. The bill doesn’t come out at first, and after some careful investigation, I notice there is tape holding back the bill. I manage to remove the tape and retrieve the bill. I try to remove the putty-like stuff but can’t, so I just press every button multiple times so my combination isn’t visible anymore. At this point, I am really worried I am being scammed.

When I return to the office, I don’t know what to do. One of my coworkers advises me to call both my bank and the police, just to be sure. She offers to call the police for me while I call my bank in order to save time, as the company is very strict about lunchtime and I only have about ten minutes of lunchtime left.

After giving my details to the representative, the following conversation happens.

Me: “Hi, I was just calling because I’m afraid I’ve been scammed, and I don’t know what to do. Do you have any advice? Should I get my debit card blocked?”

Representative: “Scamming doesn’t happen in the Netherlands; that only happens abroad.”

Me: *Pauses* “I… No, I really think I’ve been scammed. There was this weird stuff on the ATM and I—”

Representative: “Really? Girl, please. Like I said, scamming doesn’t happen over here.”

Me: “Well, I’m afraid that I’ve been scammed. If I have been scammed, is there something I can do about it?”

Representative: *Sigh*If you’ve been scammed — but you haven’t — we could block your debit card and send you a new one. There are other ways to make sure you don’t lose any money, but I’m not going to explain them as you have not been scammed!”

Me: “I just want to make sure no one can scam me, ma’am. I honestly, really think I’ve been scammed. My coworker is calling the police right now.”

The bank representative responds in the most sarcastic, snide tone.

Representative: “Well, I just looked at your account balance and there’s not much to be scammed out of there, so I wouldn’t worry!” *Snickers*

I am lost for words. I almost start to explain that I get paid tomorrow and I’m afraid that money will be stolen, but the representative won’t let me get a word in.

Representative: “But hey, don’t worry, girl! I blocked your debit card, so now the bad guys don’t get to steal the whole seven euros left on your account. Your new pass should arrive within a couple of days, if you can wait that long.” *Laughs*

Me: “But I didn’t ask for—”

Representative: “Goodbye!” *Hangs up*

I just stare at my phone. I can’t understand how someone could be that nasty. My coworker returns a couple of minutes later and tells me how her call with the police went.

Coworker: “Well, the police said it’s good I called them because a couple of people got scammed at that precise ATM these last couple of weeks. They will send a patrol car to check it out, and they said it was a really good idea to get your card blocked; otherwise, you’ll probably get scammed, as well. How did your call go?”

I decided not to file a complaint against the bank representative at the time because she “might just have had a bad day,” which still irks me to this day. Looking back at the situation, I absolutely should have filed a complaint about her looking at my balance and blocking my debit card without my permission, for her tone and remarks, and for her weird stance and wrongful information about scamming. Fortunately, I did not lose any money and received my new debit card within two days, so at least that went well.

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Mom May Have Dementia But The Son Is Just Stupid

, , , , | Right | July 6, 2021

I work for a housing company. I have this approximate exchange via email.

Day 1:

Customer: “I need to cancel my mother’s rental agreement. She has dementia and was admitted.”

Me: “I am so sorry to hear that. Here is the cancellation form. If she can no longer sign herself, we need proof of that — for example, a power of attorney from the courthouse, or her registration at the facility with her moving notice made at city hall.”

Customer: “She can no longer sign herself. She has dementia. She has no idea what is going on.”

Me: “I understand. Please give us proof, like [same as listed above] or anything else that is a legal document.”

Day 2: 

Customer: “I don’t have that.”

Me: “I understand, but we are not allowed to cancel a rental contract without the signature of your mother or any other proof.”

Customer: “Why?”

Me: “It is to protect your mother. We don’t want to make any mistakes, and we want to handle this delicate case correctly. Plus, it’s the law.”

Day 3: 

Customer: “But my mother has dementia and I am her son!”

Me: “I understand, but we need proof. Any kind of proof.”

Customer: “Why are you making this so hard? This is an old lady we are talking about!”

Me: “And we want to do this right for your mother. But again, we need proof.”

Day 4: 

Customer: “My mother rented this place for decades! Is this how you treat your loyal customers? She always paid on time, never raised a fuss, never asked for repairs… You are a cruel and heartless lot!”

Me: “Again, I understand your concerns, but we need proof to avoid fraud. Please arrange the proof needed and fill in the attached form.”

It was at that point that I also sent a copy of this interaction to our Fraud Department. I get that you don’t want to fill in forms, but four days have passed and this could’ve been dealt with within one or two days. It wouldn’t be the first time someone tried to cancel the rent of someone else out of malicious intent.

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The Son’s Lack Of Responsibility Comes From The Mothers Lack Of Parenting

, , , , | Right | July 2, 2021

I work for a housing company. A client calls me.

Me: *Opening spiel* “How can I help you?”

Caller: “Yes, I am calling you about my son. He’s twenty-five years old.”

Me: “Okay? And what’s the question?”

Caller: “Oh, I have no question. I just want you guys to send him a letter that it’s time to move out.”

Me: “Excuse me?”

Caller: “He’s twenty-five years old! He’s old enough to get his own place! I’m tired of him hanging around here! I told him to move out over and over again, but he won’t listen to me. So, I want you guys to evict him.”

Me: “I’m looking at your contract and it seems you are the only one listed here.”

Caller: “Yes, that’s right.”

Me: “Well, I’m sorry to say it, but that means we have no legal connection to your son, only to you. We can’t evict him for you.”

Caller: “What?! But he’s twenty-five! I don’t want him living here anymore!”

Me: “I understand, but he’s your son. If you want him out of there, you can either convince him yourself or ask a judge to give him a restraining order, so he can’t enter your house anymore.”

Caller: “Whaaaaat?! You want me to sue my own son?!”

Me: “It’s the only legal way to get someone out of your home, ma’am. Your contract states you started living here over thirty years ago and the contract states that children may live in that house without separate permission from the housing company. The contract also states that you are responsible for your children, if they live there.”

Caller: “But his music is so UGH!” *Frustrated scream* “The neighbours are starting to complain.”

Me: “He is your son. I’m sorry, ma’am, but he’s your responsibility.”

Caller: “UGH! Thanks for nothing!” *Hangs up* 

Just FYI: if the neighbours are starting to complain to us, we can only punish the mother, because she is responsible. So, if nothing changes and the mother takes no action, it could result in her herself getting evicted (with her son). Let’s hope both mother and son grow up.

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Words Don’t Mean Anything Anymore

, , , , | Right | CREDIT: Alexandraisamazi | June 26, 2021

I work as a customer service representative at a department store. I greet a customer and start the return process. I scan the receipt and the item.

Me: “You’ll be getting $10.60 back.”

Customer: *Taken aback* “That is not how much I paid for these jeans! I know that I paid full price; just look at my receipt.”

I look at the receipt and there is exactly one item on it, so there is no mistake. She paid $10.60 before taxes for the pants. It says, “Clearance,” in bold with the clearance price printed next to it. There is a clearance sticker on the pants. My total matches the receipt total. I show her, and she can’t find where it says, “Clearance,” even with me pointing. I pull out my highlighter and highlight all the relevant information.

The customer looks at the receipt, now with the clearance price and total highlighted in bright yellow.

Customer: “I know I paid full price!”

Because, apparently, the word clearance doesn’t mean anything.

Me: “Well, this is the receipt, and these are, indeed, the pants you purchased.”

After I spent fifteen minutes explaining receipts, clearance prices, and how totals work, she agreed to take her refund back for the amount that her receipt said… which is what I offered her to begin with.

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