More things I don't have time for...

Why is it that when you have a "day off," you spend it with timesuckers (like various customer service agents just to fix one simple issue_?

My initial issue: My Sprint Treo 700p wouldn't charge without hanging the phone upside down or suspending the cord at just the right angle (aka "jimmying it").

The solution: Call Sprint. Not only have I paid monthly for that Sprint phone insurance for the last 10 years... the phone is within warranty.

What I did: Instead of calling the insurance as usual, I used the Sprint Self-service ONLINE replacement form (advertised as "save time").

What happened: The Treo 700p was out of stock, so a Palm Centro arrived. With no battery or charger.

What I did: Called Sprint to ask them if this was some sort of sick joke (nicely, of course).

What happened: A nice, clueless representative had no idea that this self-service option existed, and didn't know who sent me the phone. So she couldn't get them to get me a battery. She went away for some time, did some research and promised that she'd call me back after she ordered my new battery. She never called.

What came in the mail: Not one, not two, but THREE Sprint boxes!



What was inside said boxes: Yes, more phones WITHOUT batteries!


To make a long story short... after 7 hours of one-on-one quality time with various Sprint representatives, being transferred to literally every department within Sprint, coupled with many expressions of "I'm not sure how this happened," or "I don't know how to get you a battery," "I still can't figure out who sent you all these phones," or, "Of course ma'am, please hold..." followed by a click, hold music, and a new, unsuspecting person... I found two helpful people. Just two. Out of at least 25 people. Seriously.

The first conferenced me with accessory sales to purchase the battery and charger and immediately credited my account for it. HOWEVER, the order that arrived included:

TWO chargers, and ZERO batteries!
(See earlier comment about sick joke)

In case I lost you, here's the tally at this point: Nine days later... FOUR replacement phones, TWO chargers, ONE cover to fit the extended battery... wait... what battery? That's right: STILL, no battery.

More hours of wasted time later, after being deliberately hung up on by a very friendly associate, after having my pleads for a supervisor repeatedly ignored because EVERY associate thinks she or he can handle this (for some reason) complicated situation.... again, I find someone who has a brain inside his skull and figures out a way to send me the product I ordered. Thanks M.J.!

So today, for the first time since the order was first placed on July 22nd, I have a functional cell phone.

(For brevity, I left out that M.J. sent the new order to the wrong address, but in his defense, he had UPS redirect it to the right one 5 minutes after I called him. It arrived on Monday. But, Sprint was upgrading their system all day Monday, so I had to wait until Tuesday to activate it).

I'm convinced it's me. It has to be. This is the story of my life.

I am a walking customer service nightmare.


Dr. Ty
From the GAL Blog
www.getalifecampaign.com

Does customer service still exist?

The last thing I ever want to do with my last nugget of free time is fight with customer service. I feel like it's all I do nowadays between the new car, the car accident, and Sprint's auto debit snafu that resulted in multiple bank fees.

Yesterday, all I wanted was to pick up my license plates and ask a few questions -- that's it. This week alone, according to my call log, I called the dealership a total of 14 times. Most of those calls, I was directly transferred into someone's voice mail. They were nice enough to vary in whose voice mail boxes I landed. I kept calling back to possibly find someone with a pulse to answer my simple questions (of course, the operator is in a different building, so she doesn't know who's here or not.... please hold. click. ring. automated voice mail).

Now, I'm on a first-name basis with operators Karen and Cory (What's up guys? I miss you already), and it still got me nowhere. I missed one call from Mr. Salesman. Called right back. Left voice mail. Never heard a peep.

Clearly, I ignored my own rule #4 in "How Busy Women Can Stop Losing Money," and really should have just asked to speak to the manager. In my defense, I was trying not to be so mean and pushy, thinking if I could just reach lifeforms on the other end, the problem was really easy to solve.

Well, today, I got a manager -- the manager -- on the phone and he wasn't interested in my frustrating week in the least. In fact, he explained how terribly busy he was, and he'd call me back in 15 minutes. Fifteen turned into 45 and, fed up, I asked my mom to go in person and pick up the goods while I was at work. After he handed them over, she informed him that I still have not had my questions answered. He (again) said he didn't have time. He had customers. He'd call me in 15 minutes.


An hour later he called. He wasn't friendly. But, by then, I had already opened the Purchase and Delivery Satisfaction Survey email in my inbox (vengeance!) so my anger had decreased. I reiterated my frustrations on the phone, asked my questions (one of which he couldn't answer) and then he offered me free service on the first maintenance. Thanks, bud. Too bad, I never want to do business with you again.

Seriously, don't do me any favors. How about just doing your job?

I don't get it.

If you don't like animals, don't become a vet. If you don't like talking to people, fielding complaints, making people feel satisfied, then guess what? Don't pick a career where you have to talk to people, field complaints, and make them feel satisfied. Am I missing something?

Speaking of car buying, I found this really detailed site on Top 10 Car Dealer Scams. The author sounds even more pissed off than I was today. So, try to take the information in context.

My favorite part came before the scam info:

Funny one liners salespeople like to use on you. Did they take the same sales training course?

• "You're stealing food from my baby's mouth"
• "Everybody pays this fee"
• "We're losing our shirt on this deal"
• "The web sites you got the prices from are wrong."
• "This car won't be here tomorrow"
• "The bank requires you to buy the extended warranty to get loan approval"
• "Do you want the car? What will it take to make you sign today?"

I highlighted the ones attempted on me in red.

Not to mention --

Mr. Salesman: Just think about how you'll feel in that car...

Me: You don't have to sell me the car. I like the car already. I want you to get this monthly payment down. I wanna talk numbers.

Mr. Salesman: Well, I don't sell numbers, I sell cars.

Genius. Is there a way to buy a new car and never ever have to talk to car salesmen again in life... ever? Let me know.

Is there a such thing as customer service nowadays? No one from the dealership even called any time in the last three weeks to see if I was happy with such a large purchase (If they had, they would have found out about the brand new engine going out on me). Ugh.

The most disgusting part, is that we waste precious ME time talking to these knuckleheads, then we're too pissed off to do anything constructive.

Sigh - I think I feel a lil' bit better now.


Dr. Ty
From the GAL Blog
www.getalifecampaign.com