Wasting Away Ten Days At A Time
(I called up a month previously and was told my issue would be looked into and I should receive a letter within 10 working days. I am calling to chase this up and find out what is going on. It’s a Monday.)
Me: “Hi, I called previously about [issue] and was told I’d hear back in 10 days, but it’s been a month. Can you tell me what’s happening, please?”
Agent: “I can’t see any notes on your case. Give it a bit longer.”
Me: “Oh, okay. Well, how long is it normally? Because I was originally told 10 days and it’s been twice that.”
Agent: “I don’t know. They haven’t got to it yet. You just have to wait until you hear back.”
Me: “Oh, is there a backlog? Do you know what date they’re working on?”
Agent: “No, they don’t tell us that. You just have to wait until they get to you.”
Me: “Why would [Previous Agent] say 10 days? That was what I was basing things on, and I’ve even allowed plenty of extra time. Is there any way you can check if they have it, just so I know it’s definitely there and not been missed or lost or something?”
Agent: “If [Previous Agent] said they sent it, they sent it. They have no reason not to. It’s their job.”
Me: “I’m not saying it would be deliberate, but sometimes mistakes happen or things slip through the cracks. I just want to make sure it’s not forgotten”
Agent: “There’s no way to check. You just have to wait”
Me: “Well, how long should I wait?”
Agent: “I don’t know. It’s not due yet. You have to wait.”
Me: “How do you know it’s not due yet if you don’t know what date they’re working on or what the normal turnaround time is? I was told the turnaround time was 10 days, so mine is past due.”
Agent: “Look, you’re in a queue. You can’t jump to the front. You have to wait like everyone else.”
Me: “I don’t want to jump to the front! I just want to make sure I AM in the queue!”
Agent: “I can’t check. You just have to wait.”
Me: “Yes, but for how long?”
Agent: “I don’t know. You just have to wait til they write to you.”
Me: “How long is a piece of string?!”
Agent: “Exactly!”
Me: “Six months, then. Should I leave it six months?”
Agent: “No, that would be ridiculous.”
Me: “So how long should I wait, then?!”
Agent: “Call Friday and they can chase it for you.”
Me: “Why will they be able to chase it on Friday but you can’t chase it for me now?”
Agent: “It might be your turn then.”
Me: “But you have no basis for that because you don’t know what date they’re working on or the turnaround time! I’d like to speak to a supervisor, please!”
Agent: “No, they’ll just tell you what I’ve told you.”
Me: “You haven’t told me anything!”
Question of the Week
Have you ever served a bad customer who got what they deserved?