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31 October, 2007

Conversations with a "real person"

Ah "Customer support" my arch-Nemesis. Sometimes you are good to me, sometimes you just plain suck. I've had both this week. An on-going issue with Blockbuster total-access was finally cleared up after getting to speak to a "real person" (my thanks to Redzeppelin). Apparently, the online customer support (which the website promotes intensely) does not have the authority to make any "account changes"! I didn't see that written anywhere on the website. Needless to say the bare minimum was done; a refund and an apology and not really much else to ensure I stay with total-crapcess.
My second run-in with "Customer Support" was with Fed-Ex today. They actually have their customer helpline on their website, bravo! And I was not held in a queue on the phone. After a few automated messages I was straight through to a person. Unfortunately, I think that we had some difficulties in communication what with my British accent, and her Spanish/Portuguese accent (sorry - I can't define it any more than that!). It almost made me flash back to the same difficulties I had with a Homeland security guard, but that's another story.

Allclick: "Yes, I wish to report that I scheduled a package for collection, and no-one came in to collect it"
Fed-Ex: "O.K. can i have the pick-up reference number?"
Allclick: "Well all I have is a tracking wasn't picked up so I don't have that."
Fed-Ex: "I need the pick-up reference number to check on your pick-up, sir"
Allclick: "The package is right here next to me. It says "tracking number". I have an email it also just says "tracking number" (believe it or not, I'm not being sarcastic at this point! :-) )
Fed-Ex: "As your package has not been picked up the tracking number will not help me."
Allclick: "It's not helping me much either."

And so on... eventually it turned out that all she needed was my zip code..then my, dimensions of the in fact I had to RE-schedule a delivery. I received a slight apology and asked how I would be paying for this. If only Fed-Ex operated some sort of "tipping" system. Speaking of which, do I need to tip the guy if when he shows up?

1 comment:

Anonymous said...

You don't tip the FedEx delivery person except to say "Here's a tip. It's 40 degrees outside. Time to put away the shorts." Inevitably, delivery guys are always the last to stop wearing shorts when winter rolls in.