Monday, April 18, 2011

Customer Service Rage
Although in general I (F) am extraordinarily patient, one thing that can send me instantly into a steaming, towering rage is talking to a Customer Service Representative. In this case by online chat:


You are now connected to Sumit from Amazon.com.

Me: Ordered a video on demand -- it says it should be episode 2, but it is in fact episode 1.

Sumit: Hello, my name is Sumit. I'll be happy to help you.

Me: Are you there?

Sumit: Yes! I am really sorry for the inconvenience. Please allow me a moment while I pull up your account.
I would be more than glad to help you.

 (pause)

I am sorry. But it seems that this is a video on demand issue. For this, you should call us on 8662161072 and the rep will transfer the call to the appropriate team who will assist you further. Unfortunately, I am not associated with video on demand team and I am not trained on this issue. We do not handle it on chat.

Me:Tthat's ridiculous. This is a $2.99 video rental, why should I have to call a number and then be transferred?

Sumit: I am sorry. I wish that I could have handled it. But I am not trained with this. I can pass on your information to the video on demand team and they will reply back to you. But it may take 24-48 hours. That is why I provided you the option to call us. Is there anything else I can do for you today?

Me: Just go ahead and tell your supervisor next time we will rent from itunes!

Sumit: I am sorry for this. I will pass on your feedback to the appropriate team.
Is there anything else I can do for you today?

(At this point, K stages an intervention and prevents me from massively venting my spleen at Sumit).

Me: No thank you.

Sumit: Thanks for visiting Amazon.com. We hope to see you again soon! Have a nice day. Bye!

Sumit from Amazon.com has left the conversation.

Afterwards, K pointed out the fact that really if I didn't want to deal with these situations, I should not have - oh I don't know - moved to Italy! At which point, I began laughing until tears rolled down my cheeks because it dawned on me that I had just taken ten months of frustration about bureaucratic insanity out on the affable, albeit unhelpful, English speaking robot person at Amazon. Whoops. Hee hee. Sorry there fella. Thanks for speaking English and acting sympathetic and giving me an option and not mocking me, rolling your eyes at me, or insulting my shoes. I may go ahead and save that number you gave me or just suck up the $2.99 and go on with my life. Arrivederci!

P.S. 
K here. We forgot the funniest part. It was really Sumit who was probably laughing his head off through this whole ordeal. You see T had ordered the second episode of Bravo's new reality show Pregnant in Heels.  So the whole time Sumit was listening to super macho sounding F losing his temper for being overcharged $2.99 for the first episode of what Sumit could only imagine was F's beloved new program about the owner of a maternity store on the Upper East Side of Manhattan who has made a million dollar business out of being a  pregnancy guru to spoiled mothers-to-be with unrealistic expectations and a hormone fueled sense of entitlement.  Too funny.

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