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June 12, 2009
A Short Rant
Don't waste your time with what follows. It's cheaper to write and post this than to check myself in for psychiatric care.
Let me get this off my chest even if I can't be too specific as to my complaint. There is a major company with whom Shirley and I do business nearly every day. This company deals in a service and as long as all business transactions are normal they do a pretty good job at a low cost. In other words, when things are normal they are a high value supplier. But this week we had some abnormal business to take care of with them. I should say that this abnormal business was the result of an administrative error they made some time ago that, in one way, didn't affect us very much but we decided this week to get the error fixed. This in involved, among other things, receiving forms by email, filling them out and faxing them back to them with a couple of phone calls and emails from both sides for clarification.
Well today, the XXXX hit the fan. We received an automatic email from President of this company, thanking us for our business, telling us that everything was taken care of and that we need make only one more call to an 800 customer service number to "activate" what they had messed up in the first place. After waiting some 30 minutes, a customer service person at first said he had no record of our account. Then after consulting with who knows who, he told us that he had checked the wrong database, sorry, and everything was okay. So I asked that he do what the letter from his president said he would do if I called and he polity told me that he couldn't and that he didn't think anyone could. I equally politely asked to speak to his supervisor. His supervisor told me that she couldn't do what I wanted done, that only their computer system could do it, and that that would happen at 4:00 am east coast time. After that internal computer-to-computer event, we would automatically get certain information that we needed from one of their servicers by email. She was more than a little confused by the contents of the email note we got from her President but assured me that she was correct and the president's email was only "generic." She changed the word "generic" to "wrong" after I asked a rather pointed but obvious question. We were not happy but this seemed like an understandable answer. I'm a sucker for system driven answers. About an hour after that conversation, we received an email telling us that we needed to contact customer service to get the information because of security concerns regarded email.
Thank you! Abnormal posting will resume tomorrow.
Posted by Duane Smith at June 12, 2009 8:53 PM | Read more on Odds and Ends |
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