Strange Callback From HQ: A Customer Service Anomaly

[Intrepid_Chef]

OK, first off ... I have to say that 99.9 percent of the time, HQ customer service ROCKS! They are generally able to tell me who I am before I identify myself. Which is what makes this call ... odd.

First I wait for like 2 minutes (cel phone minutes) for the callback person to get on the line.

Then she says she's having problems and wants to transfer me.

Then she says she can't do that and suggests I call back. EXCUSE ME? I inform her no can do because a) I've waited an hour for this callback and b) I'm on my way to a meeting at work. I explain that my request is a very simple one.

Then I tell her that the hostess of Show 10 informs me that I have mis-spelled the name of her street, and we simply don't want to confuse the Fed Ex man.

She tells me that Show 10 was "way back in 2001" and I inform her that I was not a consultant in 2001. She asks me if I'm referring to my most recent show because she's got like 300 shows from me.

I finally said, "I am a new consultant, I have only turned in 10 shows, and my consultant number is 1234567!"

She finally plugs it into her computer and tells me the name of the street is spelled exactly as I spelled it to her. She was unable to explain why I got a confirmation e-mail from Pampered Partner confirming the shipping address with the wrong spelling.

I finally end the pricey call, realizing I'm getting nowhere.

Sigh .... I wonder if the software automatically changed it when they realized a street with that spelling does not exist in that small town? I hope so. I would hate for Mr. Fedex to get lost ....

 

[cathyskitchen]

That is a strange one. As someone who is on the other end of those calls sometimes (and I work at a large financial co., so we're talking about people's retirement money!!), I can understand how you can get flustered easily if your computer system isn't working and synching up with the caller. That was probably her problem, and she had to manually override it. I was on the phones last week, and all of our systems were down and we had to tell everyone to call back in 2 hours. Luckily, the one guy I spoke to was nice about it, but it's definitely not the most fun job in the world. I'm glad I only have to do 14 hours of phone service a year, and not 40 a week!! Just write it off as a fluke and be glad that the order is going to the right house - phew!

 

[Intrepid_Chef]

I did feel bad for her computer problems ... I just couldn't call back because then my phone would go off while I was in a meeting!I hate calling HQ from work because I have to use my cel phone as a callback option, since you can't get to my desk any other way!