This Representative Needs Their Mouth Blocked

, , , | Working | May 4, 2020

I try to purchase an entry into a giveaway online without realizing that the company that runs the giveaway is based in the UK, and as such, my purchase is blocked. I don’t realize this initially and try to put it through three times before getting a call about possible fraudulent charges. Because I want to approve one purchase but not the duplicates, I select to speak to a representative.

I explain what happened, and he explains that there is an international purchase block on my card and that I will need to contact my bank for it to go through. I decide it’s not worth it to make another call and try again, and at this point I just want to confirm with this company that there was no fraud, and that my card is safe and usable.

The entire time we are speaking, he is talking over me, barely letting me finish my sentences, and seems to be rushing through what he has to say to finish as soon as possible. On calls like this, I like to at least double-check and confirm as clearly as possible that everything I need taken care of has been taken care of.

I am trying to ask these questions, but the representative keeps plowing through and speaking over me. Finally, I’ve had enough.

Me: “Excuse me! Can you please let me speak?!”

Representative: “Of course, go ahead.”

Me: “I just want to confirm that my card will not be charged three times for this, and that my debit card won’t be locked if I try to make any purchases today.”

Representative: *Clearly annoyed* “It won’t be charged. You have to contact your bank to approve that. I thought I made that obvious.”

Me: *Upset now* “Yes, I just wanted to confirm so that I was certain.”

The call finished, and by that point, I felt so ignored and frustrated that I burst into tears once I hung up. A tip: please actually LISTEN to your customers and LET THEM SPEAK if you hear them talking.

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Making Contact With The Right Employee Can Be Eye-Opening!

, , , | Working | May 1, 2020

My boyfriend and I have just booked plane tickets for a well-deserved vacation. I’m near-sighted and have been using contacts for a little over a year, after fifteen years of wearing glasses, so I’m afraid that some issue can come up with my contacts while abroad.

I get the contacts delivered by mail and when I sign up for this service I am told that I can get a free pair once a year, when I go on vacation. Because my address has recently changed, I call the service hotline to notify them of that, and since I’m already on the phone with them, I decide to ask about the vacation contacts.

Me: “So, I don’t exactly remember how this was supposed to work, but when I signed up, I was told I can request a free pair before going on vacation, should I happen to lose the contacts.” 

Customer Service: “Wait, who told you this?”

Me: “Um, it was the lady who told me of this service and signed me up for it… in my local [Store]’s location.”

Customer Service: “I’m sorry, she must have gotten something wrong. This is something we used to offer, but it’s not been active for the last couple of years. This lady told you this last year?”

Me: “Yes, in March. She tested my eyes and took the measurements for the contacts, and then signed me up when I decided to get them so that I could get a new pair every month.”

Customer Service: “Okay, she definitely was giving you the wrong information, I guess she really forgot this was no longer an offer we make. But I’ll be sending you a complimentary pair, anyway, because you were informed wrong.”

I’m now totally scared that I’m THAT customer that always demands free things.

Me: “Oh, you don’t have to. It’s all right; I can just order an additional pair and then cancel the following month’s order. I really didn’t want to leech off—”

Customer Service: “Don’t worry about it; you were given the wrong information, so this is something small I can do for you to compensate you for it. Now, should I have them sent to your new address?”

Me: “Yes, please. And this is so nice of you! Thank you very much!”

I’m logging in to the portal right now to see if I can rate this call and give some positive feedback for this representative. It’s a small thing, really, and something I wasn’t expecting, or demanding, so it took me completely by surprise.

This story was included in our May 2020 Inspirational Roundup.

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Leave The Medicine To The Medical Professionals

, , , , , | Healthy | April 29, 2020

I work for a mail-order pharmacy that also manages pharmacy benefits. I work in our Medicare division, so 95% of my customers are over 65. This is just after the president has started to praise a certain medication for Lupus as a treatment for this recent widespread illness. 

I get a call from a woman nearly sobbing.

Me: “This is [My Name]; how can I help you?”

Caller: “Yes, this is [Caller]. I saw on the news that the president was saying [Drug] could treat the outbreak.”

As I am pulling up our scripting about this, I look at her account and see she is already taking the medication and has claims going back a couple of years.

Me: “Well, ma’am, we understand the concern—”

Caller: “Is there going to be a shortage? What if I can’t get my Lupus medication? I’ve been taking this for ten years!”

This poor woman is sobbing.

Me: “Ma’am, I certainly understand your concern. And we are keeping up with the reports coming out. At this time, I want to assure you that we are prioritizing our patients who already have a valid prescription. If you’re still worried, then when it’s time to renew the prescription, have your doctor state the reason it’s being prescribed. At this time, we have not received word of a shortage, but we are monitoring the situation daily.”

Caller: “Oh, thank you! I just heard the president saying it on TV and now I’m afraid everyone is going to buy it up!”

Me: “Again, I can understand, ma’am. Please know that if there is an issue, we will let you know right away! Is there anything else I can help you with?”

Caller: “No. Oh, God bless you! Thank you!”

She was one of eight that week. Do these politicians not realize their words have effects on people?

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The Horrors They Have Seen…

, , , , | Right | April 9, 2020

(I’ve saved up my money and managed to purchase a new bedroom furniture set from one company and a mattress from another. I schedule the mattress to arrive after the bedframe, but as life goes sometimes, I find I need to reschedule. I give them my order information.)

Me: “Hi, I need to reschedule my mattress delivery. It was scheduled for Wednesday, but I’m afraid I need to bump it back to Friday, please.”

Customer Service Representative: “I can certainly do that for you. So, to confirm, you want your delivery and setup appointment moved to Friday the 15th, instead of Wednesday the 13th.”

Me: “That’s right.”

Customer Service Representative: “All right, your appointment has been moved. And just to be sure, you understand that your Wednesday appointment has been canceled completely, and will now happen on Friday, so you will not receive a delivery on Wednesday?”

(I’m quiet for a beat, as I process exactly why she would have to say this.)

Me: “Well, I guess I don’t have to ask how your morning has gone, do I?”

(I hear her muffling a small laugh.)

Me: “Okay, on the off chance that this call is recorded, yes, I understand and accept that my delivery will happen Friday. Thank you very much for moving it.”

Customer Service Representative: *sounding very relieved* “I appreciate your understanding, ma’am, and I’m glad I could help. Have a good day!”

Me: *after hanging up* “My God, that poor woman…”

(For the record, both deliveries went perfectly, and the guys who set up the mattress were very professional and helpful. I sent positive feedback on their survey.)

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When They Burn Their Chance At Return

, , , , , | Working | March 23, 2020

(I place an order for a blue dress online. I get notice of shipment and the package arrives on time. The dress is fine. The very next day, I get another package from the same retailer; it’s the same dress in green in a larger size. I call customer service.)

Me: *explains issue*

Customer Service Representative: “Well, I’m sorry that you ordered the wrong size and color but that item is sold out now.”

Me: “No, I didn’t order the wrong item. I ordered the right item and received it. I also received a second, wrong item. I’m just looking to return it since I didn’t pay for it.”

Customer Service Representative: “Well, you can return it but since it’s not our mistake, you will be charged a 10% restocking fee and $7 return postage.”

Me: “I was actually only charged for the blue dress that I ordered and am keeping. The green one was never charged to me. I just need to send it back.”

Customer Service Representative: “Again, there’s a restocking fee and return postage charged to your card. The return credit is store credit.”

(I try again to explain the issue but cannot get her to understand. I ask to speak with someone else.)

Customer Service Representative: “I can’t transfer you to a supervisor. I can have them email you.”

Me: “I guess that could work.”

(Ten minutes later, I got a terse email that amounted to “restocking fee and $7 postage will be charged to your account for this return.” I replied with the facts and got a second email saying, “There are no exceptions to this policy.” I replied again, “If you don’t want this item back, I will donate it to charity.” I never got a reply, so I donated it. Evidently, doing the right thing is so unusual that their employees can’t understand it.)

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