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.)

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