The Company Is Behaving Childishly

, , , | | Working | June 4, 2019

(My sister and I are waiting for someone from the gas company to check our heating, which won’t switch off. We’re both adults that still live with our dad, and we lost our mum recently enough that we’re still telling companies that she’s gone. We’re first expecting a call to tell us when they’ll be there, which happens around midday. I am unable to take it, so my sister takes it. Despite being the same age as me, she has a much higher voice, making her sound a lot younger. This is how I’m told it went.)

Sister: “Hello?”

Technician: “Hello, this is [Gas Company] calling about your appointment today. May I speak to your mother?”

Sister: “Well, no.”

Technician: “In that case, we will have to reschedule the appointment. Goodbye.”

(They hang up, without asking to speak to another adult or letting my sister get a word in edgeways! She is so freaked that she has done something wrong that she doesn’t tell me until several hours later, as I am starting to wonder why we haven’t had a call yet. I am pretty calm about the whole thing but I know our dad, who is out and under a lot of stress due to, you know, his spouse dying, will not take it so well, so I volunteer to tell him when he gets back from work. I can barely get the beginning of the story out before he starts freaking out, only pacified when my sister starts crying from the stress. He calls the next day to try and figure out what happened and got this.)

Dad: “We were supposed to have a technician come round, but because they didn’t let my adult daughter get a word in edgeways, they assumed that there was no need to come!”

Customer Service Rep: “I’m sorry to hear that. Can I get a reference for the appointment?”

(Dad gives it, and the poor rep finds this piece of information.)

Customer Service Rep: “According to the technician, they did come to your house, but no one was in.”

(This, everybody, is absolute rubbish. My sister and I were there all day waiting for them in a room at the front of the house, facing the road! They did not show up. Ever. Dad told our side of the story and we eventually got the heating seen to, having wasted time and money on a problem that would have been solved a lot earlier if someone hadn’t assumed that no mother = no adult, and then lied about it.)

Unfiltered Story #140358

, , | Unfiltered | February 14, 2019

So this customer wants to get service with a company I’ve represented and done sales for for about 4 years. She wants service features that cost a one-time fee of $100 but her husband doesn’t want to pay the $100. I agree to cover the $100 OUT OF MY OWN POCKET. We also give her an EXTRA $60 device FREE of charge. On the day the service is due to be hooked up the technician doesn’t have the equipment and mistaken says to the customer that she will have to pay the $100 for the equipment (she has my direct number and instructions to call me if she needs anything). She instead calls everyone but me until I hear that she is having an issue. I call her to explain that we are still going to cover the $100 that EVERY other customers has to pay but she is upset because she says she didn’t know I was a 3rd party. I say to her, “ma’am it doesn’t matter. Your customer service is better because you are able to contact us directly instead of having to call into a 1-800 number. She is still mad. She feels mislead. In spite of the fact that she is the person asking for special treatment that she would NEVER get from anywhere. We extend her every courtesy available and instead of being a normal human being decides to hang up on me and start texting me nonsense about how she should have went through the company directly. Just another example of a customer too focused on being ad instead of focusing on getting satisfied.

Trailer Failure

, , , | Right | January 17, 2019

(We are renovating our building, so the customer service department is now located in a trailer sitting in plain sight in the customer parking lot. We have been there for a week, and the following has already occurred several times. A customer gets out of car and heads towards the building. They stop to read the sign we have placed on the grass that says, “Customer service in trailer.” The customer turns around and looks at the trailer, then turns back toward the building and walks up to the — locked — door. They read the sign posted on the door, which says, “Pardon our dust while we remodel! Our customer service reps are ready to assist you in the trailer”. The customer then tries to open the door. They finally realize they have to come to the trailer. The customer walks into the trailer and says:)

Customer #1: “What’s going on?”

(Or:)

Customer #2: “This is pretty inconvenient.”

(Or:)

Customer #3: “Your sign needs to be more clear.”

Unfiltered Story #124465

, , | Unfiltered | October 24, 2018

(I work for a power company as a meter reader. My job involves going house to house and taking a reading from each electricity meter so the customer gets an accurate power bill. At one particular house, the customer is outside watering her flowers and gives me a wave as I walk around the side of her house where her meter is. Her gas meter is just below that, and I can smell a suspicious odour that seemed to be coming from the gas meter.)

Me: Excuse me, miss? I think I can smell gas coming from your gas meter. You might have a gas leak.

Customer: (smelling gas) Oh, I can smell it too. Yeah, what should I do?

Me: You need to call your gas company right away so they can send someone over to fix it.

Customer: Cool. I’ll get on it later.

(The customer goes back to watering her flowers. The smell of gas becomes so strong I start to feel sick. I also notice she has parked her car only metres from where the leak is. After finishing reading her electricity meter I get her attention again.)

Me: Hey, just letting you know, that gas leak seems to be pretty bad. You better call someone straight away.

Customer: Yep, I’ll get on it later.

Me: (concerned) Okay, but just so you know, your car is parked right next to it, so if you start it, it could ignite and possibly blow up your house. Get on it immediately!

Customer: Yes, yes, I know. I’ll get on it later! (Finishes watering garden) Geez, I need a smoke now…

(The customer pulls out a packet of cigarettes from her pocket. I’ve never run so fast in my life.)

Not Indebted To That Refund

, , , , , , | Right | July 20, 2018

(I work for a utility company in a department called “aged debt.” Basically we handle all accounts where we have not had payment for 18 months or longer.)

Customer: “I want to speak to a manager right now!” *continues shouting incoherently so I have no idea what is actually wrong*

Me: “I’m sorry, sir. I’ll be happy to put you through to a manager, but I need to know what the problem is first, or they won’t take the call.”

Customer: *sighing irritably* “Fine. I got a nasty letter from you saying I haven’t paid my bill and I owe you all this money, but I paid you. How dare you send me threatening letters telling customers they haven’t paid when they have?! I’m going to sue you for harassment and defamation!”

Me: “Oh. I’m terribly sorry, sir. Can I get your account number so I can look into this?”

(The customer begrudgingly gives me details, and I see that, true to his word, his balance is at zero.)

Me: “Yes, I can see your balance is paid. Do you have the letter with you?”

Customer: “Yes, I have it in my hand right now.”

Me: “What is the date on the top corner of the letter?”

(The customer reads the date and it turns out that it was sent out the day before he paid the bill off in full.)

Me: “The letter was sent the day before you paid. It can take three to five days to receive them. It just crossed in the post. I’m very sorry, sir. Please disregard it. I can confirm your account is all paid and up to date, and no further letters have been issued.”

Customer: “So, you think it’s okay to threaten customers who paid?”

Me: “I’m sorry, sir, but as I said, the letter left our office the day before you paid. At that time, you did have a balance.”

Customer: “Well, I want to be refunded all the money I paid, to compensate me for the stress of having to read a letter that you never should have sent.”

Me: “I’m terribly sorry, sir, but as I said, that letter went out the day before you paid the bill. By the time you did pay it, it had already left the office.”

Customer: “That’s not good enough! I demand compensation!”

Me: *now getting a little irritated at the cyclical conversation* “There wasn’t anything we could have done, unless you think we should have chased the mailman and taken it from him before it got delivered to you.”

Customer: “Don’t be f****** stupid. Just don’t send out letters that say customers haven’t paid when they f****** have.” *hangs up*

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