I really wasn’t going to write about this topic this morning….but sometimes you can’t get something out of your head, so you know whatever other topic you try to talk about is going to get tinged with the stink of what is on your mind. So here goes.
I pre-ordered something online on Friday. A rather expensive something. Due to heavy demand my email confirmation would come within 24 hours. Fine. I’m a somewhat reasonable person (really…..I am) I can wait the 24 hours.
Well, 24 hours, came and went- but I let it slide (I was going to see a Bee Gee’s heavy metal cover band- FYI they also do other songs- I’m going to say a highlight of my life was hearing a heavy metal version of Country Road, Take me Home, sung in a club located in the birthplace of the Hipster movement, in a room where half of the people where in Halloween costumes-I think, it is NYC you know- and the entire crowd sang the entire song- it was a perfect 3 minutes that will never be able to be replicated)
But I digress….
So 24 hours- I wait till Sunday morning and I get on the I’m system the company uses. I tell them that I placed an order, I never received the confirm, I want to make sure there is no problem…you know- the usual stuff you do when you order something.
After 45 minutes of back and forth- “Steve” says that his department is unable to help, and he will switch me. He comes back a second later and says all representatives are busy and I need to call a different number. Now- I did the “Chat Now” because I was trying to avoid the actual phone call- believe it or not, I can get a little hot headed with customer service representatives. I told him that was unacceptable, and I wanted to speak to his supervisor.
Remember- I’m looking to have a confirmation email resent to me. Resend a confirm. You know, like you resend, I don’t know, about a thousand things every day…… This is all I’m asking- a confirmation email to confirm the ridiculous amount of money I just spent on something, and that I am indeed going to eventually receive a product, and perhaps an approximation of when I’m to expect delivery.
Eventually, 30 minutes later, “Casey” says that a confirm will be sent within the hour. Fine.
Husband and I go on our afternoon date- lunch and a movie. After movie ends, we both check our email (I’ve requested it to be resent to both of us). No confirm. Shocking- I know……
On the walk home in the torrential rain, I asked him “Do you want to call X or walk the dog?” Remember, these were build an ark like conditions, and without hesitation he says “Oh- I am so walking the dog.”
So I call. I repeat my request- confirm email. Now- I have a confirm number, but I like to have an actual receipt- I like to have formal written acknowledgement of the transactions.
After 20 minutes, she says- OK here’s your confirm number. I say that I have that, I would like the email resent.
She doesn’t think they can resend one.
She doesn’t know.
I ask if it is an unreasonable request to expect a physical confirm of something I purchased.
She goes “Ahhhhhh”
She puts me on hold about a thousand times.
After an hour- I ask to speak to her supervisor…. she puts me on hold…..
While I’m on hold, I have figured out the nomenclature (not sure if that’s the right word) for how this company configures it’s corporate email addresses. I look up the executives in the company, and starting from the top down, I email the top 20 executives in this company, explaining my problem.
Call center person (when I asked if I was speaking to customer service, she kept saying that they were a call center- when I asked what the call center did, she said their job was to help customers……potato, potahto….) told me that they do not have the capability to resend emails- hint- this company is an internet service provider- so seriously- they can’t resend an email?
In utter frustration, I hung up the phone. This is where I hate cell phones, because touching an off pad does not have the same satisfaction as slamming down a handset.
Ten minutes after I finished with the call center, I received an email from the 5th highest executive in the company, telling me that she would have someone get back to me reading the issue. Within a half hour of that, said help had sent me an email asking for a good time to speak with me today.
OK- I got that off my chest! Whew…. now on to todays actual post…
I have a low frustration point when I ask for something, and I do not receive a clear answer as to why it can’t be done. If anyone at this company was able to give with an answer as to why not, I would have been ok- but I was left with “ahhhh, because we can’t”. What does that mean? Why can’t you send an email confirming a purchase?
I’ll fill you in on what I’m told today. Thanks for listening!!