Over the weekend, I was very nearly forced to hand out an “Unhappy Voucher” after a foray into Mobile madness.
Not quite in Norse saga territory, but after getting my daughter’s mobile phone replaced three times (cracked keys, random turning-off, etc., etc..), I finally gave in, consigned the not so old phone to Silicon Heaven, bought a new model on some cute subsidised deal, put the SIM in the Box of Many Identities, and handed over the new toy.
So imagine my surprise, when, a week later, I was ambushed whilst staggering to the kettle for the first coffee of the day: “My phone’s dead, the display has gone”….. I said “Hnnh”
So there I was, standing in the shop, bristling……….it had all kicked off after the Sales Slug had rejected my reasonable replacement request, and I asked to see the Manager, and Dismal turned up…
Me: ….phone broken…..screen blank……Slug……packaging……not necessary…..in the bin. Please could you replace it for me?
Dismal: Sorry, we can’t replace the phone without all the original packaging
Me: …gone in the bin …
Dismal: Well we can’t replace the phone without the original packaging
Me: Yes, you can
Dismal: No we can’t
Me: Yes you can
Dismal: We could go on like this all day. You’re not listening to me
Me: Yes, I am, I just think you’re wrong
Dismal: Are you calling me a liar? – Great customer service, this, I thought
Me: No, just mistaken
(Dismal taps on keyboard)
Dismal: I’ve typed here – advised customer of policy, blah, blah, .no packaging, need to order a handset and battery – OK so they can replace the phone without the packaging, but he’s going to make me wait a long time
(Tapping, more tapping, grunt, much more tapping, visit to the stockroom, more tapping, another visit to the stockroom – comes back with new phone in box looking unhappy)
Dismal: We haven’t any handsets and batteries in stock, so I will have to take a new phone out of its box and send back the old one…
Humanity – 1, Forces of Customer Service Evil – Nil