Taxing Faxing, Part 23

(Our company doesn’t have a fax machine anymore. Instead, any faxes that people send to our line come through as email attachments. Unfortunately, the sender doesn’t get anything saying that we have received their fax. Usually, this isn’t a problem, but sometimes things go wrong, and we just don’t get the fax. Generally, when this happens, they call us to check, and we tell them to either resend, or scan and email, which is a bit more reliable.)

Me: “[Company], [My Name] speaking. How may I help you?”

Caller: “I sent you a fax on the 28th, and it still hasn’t been actioned!”

Me: “Oh, gosh. I’m so sorry! I will double-check and see where that request is for you, right away!”

Caller: “You do that! I sent it at [time] on the 28th!”

Me: *looking through our inbox* “I’m really sorry, but we haven’t received anything from you since [date well before the 28th].”

Caller: “But I sent it!”

Me: “Okay, let me just check one more place; it might have been misfiled.” *checks, nothing there* “No, sorry. It doesn’t look like anything came through. I do apologise, but we just didn’t receive it.”

Caller: “But I sent it!”

Me: “Again, I am sorry, but since we didn’t receive it, we didn’t action it. If you resend it to us now, I can make sure we do it for you immediately.”

Caller: “But I sent it!”

Me: “I realise that, but unfortunately, our system never received it.”

Caller: “BUT I SENT IT!”

(I had no idea what else I could say, at least not without getting fired. I just kept on apologising, and lost another ten minutes of my life with her saying, “BUT I SENT IT!” in reply to everything I said. She did eventually get off the phone, and we ended up getting multiple copies of her next request, with the note, “I SENT IT!” attached as a cover letter.)

Related:
Taxing Faxing, Part 22
Taxing Faxing, Part 2017
Taxing Faxing, Part 21
Taxing Faxing, Part 20