Tuesday, November 28, 2006

anger management

Yesterday, I spent more than 4 hours on the phone with a Telecom Company arguing with them over my phone that came with a postpaid subscription. I filed a complaint last November 13 that the camera thing was not working. I was promised that it will be replaced and I would be given a call the Friday following Nov. 13. It didn't happen. They called me Nov. 25 ... to tell me that there still wasn't any stock available. Of course I was not happy. Okay, I was livid. I figured that if they didn't call me for almost 2 weeks, they should have good news for me. So I gave the rep an ultimatum that they should have found a replacement for me by the 27th which was yesterday.

10am in the morning I called to check if it was there. Rep was still not in. I informed them to tell rep that she needs to call me before 1130 am. She does. And tells me that I need to wait another week or so. I refused and told them to go look for one ASAP or find another replacement. Hubby was upset as well because it's been 2 weeks already. I believe I was too livid and it caused the rep to uhm, break down. I didn't mean for her to cry. I was not cursing at her nor screaming but I was seriously upset and she must have gotten affected. It irritated me more but I felt compelled to tell her to not take it personally. I told her that I was not mad at her but at the system and the situation. She composes herself and she tells me that she will call me back.

Everytime this line is uttered, I get upset. Why? Because they never call back on time. So I give them time specifics like in 30 minutes or an hour.

To make the story short, I ended up talking to 2 managers and 5 customer reps. One of them was a real b!t.. though. So I filed a complaint against this woman. I mean, she mocked me, raised her voice, talked on top of me, put me on mute, and was just rude. I was so upset with the way she treated me that I told the manager she should be fired.

The other reps I spoke to were nice. They allowed me to vent and expressed empathy and what have you. This one was just a rep from hell.

Now, I realize that I shouldn't have stooped to her level. Nor asked the manager to fire her. I was just so affected by the entire fiasco with the phone. The 1st manager was not helpf ul at all then I encountered a bad rep. ARGH!!!!

I did get the replacement. It's just so frustrating that one needs to b!t.. around first for anything to be done in this country. I saw the rep I spoke to in the center (the one who cried) and I apologized to her about getting upset. I told her it wasn't her I was mad at. *there was no way to say the same thing to the other 4 reps since they were in a call center somewhere in the city*

Late last night, I get a hate text. I suspect it's the b!t... rep coz she has access to my number on their system. I guess she was sanctioned. Do I feel bad about it? A bit.

I need anger management classes when it comes to customer reps. I just blow up easily on them. Maybe because I'm in the same field and I know what they should be doing and what they should not be doing. Sigh.

* image from theblackcat.dyndns.org/gallery.php

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Hi! Let's all try to add more positivity in this world and adhere to the saying, "if you don't have anything nice to say, keep silent."

Showering you with unicorn poop so you'd always stay magical! Heart heart!