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Name: margalit
Location: Massachusetts, United States Professional writer, educational advocate, opinionated ultra liberal mother of 18 year old twins, living life in the slow lane due to hypertrophic cardiomyopathy, congestive heart failure, and diabetes.

email: margalitc at yahoo dot com

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Wednesday, January 05, 2011

Hello! Customer Service?

Who hasn't been there? You have a question about your account so you pick up the phone and dial the customer service department. Thus begins your voyage into phone mail hell.  It's a simple question but it does not match any of the preselected problems the company has assembled into the phone mail FAQ. You start pressing zero with abandon while yelling "associate" or "customer service". Along comes some bland music, usually classical, that lets you know that you are on hold. You might get a cheery voice telling you that your call is important to the company. The music stops and you hope to hear a human voice,but there is just dead silence. They have disconnected you

Time to try again. You repeat all the steps, and are finally connected with "Mary" who has such a thick Mumbai accent that you cannot understand a word she says. You spell your name for her and she gets it wrong 6 times. You give her your address and she says it is incorrect, so you try to remember what address you had when you opened the account 11 years ago. She gets the pronounciation of every street name wrong. Kennedy becomes Canada. It is worse than autocorrect on your Iphone. You feel the heat rising in your face as you become flushed with annoyance.

You ask to speak to her supervisor. She disconnects you.

You call back and get a man this time. His name is "Gary" and his accent is distinctly African. You begin to tell him your story and he keeps saying "Hello, this is Gary. Thank you for calling Company Name." and it dawns on you that he cannot hear you, so you hang up.

You call back and this time you never get connected to customer service at all. You give up because you are so frustrated you are sputtering. You think you might try email and go onto the company web site to find out the contact information. You search high and low, and it takes a half hour before you find it buried so deep in information you feel very accomplished.

You write the email, asking where your package is that was misdelivered.

A response comes within an hour. "Hello,

I've checked our records and see that the items was purchased from your Wish List by another Amazon.com customer; however, it was shipped to an address other than your Wish List address.  This can happen for the following reasons:

- The customer wishes to present the gift to you personally at a later date.

- The customer ordered the item for themselves, and did not realize it would come off your Wish List.

Because of our account confidentiality policies, I am unable to disclose any more information at this time.  I apologize for this inconvenience.

You may certainly add this item to your Wish List again if you don't receive it soon.

If you still need any assistance regarding this, you can also call our customer service department so that one of my colleague will assist you regarding this.

Here are our customer service phone numbers:

— U.S. and Canada: 1-866-216-1072 begin_of_the_skype_highlighting              1-866-216-1072      end_of_the_skype_highlighting
— International: 1-206-266-2992 begin_of_the_skype_highlighting              1-206-266-2992      end_of_the_skype_highlighting

We're available 24 hours a day, 7 days a week."

Head plant into table. You now don't think you will ever see the package you are expecting. You start searching for chocolate. You need a fix.

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1 Comments:

Blogger Robin said...

Oh god, you've just reminded me that I still need to call the insurance company. Crap. *head desk*

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My photography is available for purchase - visit Around the Island Photography and bring home something beautiful today!

6/1/11 3:10 AM  

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