Thursday, February 19, 2009

A Customer Service Story

There's a moral to the following (true) story and it is relevant to SL. Really! :)

Once, a number of years ago, I was at a conference at a high end Toronto hotel. Was given a beautiful room with a jacuzzi overlooking the lake. The only problem was that when I went to take a shower (in the gorgeous large glass enclosure with 4 water spouts) I could only get hot water. No cold water. So the hot water was really really really hot. Scalding in fact.

I phoned the front desk and explained that it was possible that I wasn't operating it correctly but there was no cold water. The man's reply was "that's impossible". wrong answer I said OK, but then I need somebody to come up to the room and show me how to do it properly. Nobody showed up.

The next day I complained again - to a different person. This time somebody showed up - 8 hours later.

When I opened the door the maintenance guy pushed by me (he seemed a little miffed to be there) and went into the bathroom. I heard water come on and off. Then I heard some mumbling. Finally I heard a lot of swearing. Then he left.

An hour later I got a phone call that they were moving me to another room.

There is a moral to this story. And I want the LL CSR who has been dealing with my ticket for the past 3 days to learn this moral.

Do not dismiss me as a moron. You can think I'm a moron. You can believe I'm a moron. I'm even willing to accept that I might be a moron. But until you have proven to both of us that I am a moron - do not dismiss me as one. You have closed my ticket 4 times with solutions that are not valid. Accept the fact that I might be right. And note - if I am correct you have a much bigger problem than one bitchy resident in Canada.

just saying


Chestnut Rau said...

Remarkably well said Honour. I had almost exactly the same experience with LL CSR as well. Frustrating.

Honour McMillan said...

I must be maturing in my old age. That's the most tactful rant I ever um, ranted. :)

Anonymous said...

could we please forward this to Dell customer support? I am NOT a moron. Do NOT patronize me. FIX THIS MACHINE NOW. sigh. Not sure if that counts as a tactful rant or not.

Dedric Mauriac said...

Sometimes the moron is in fact, the genius.

Honour McMillan said...

:) I think I need a new t-shirt!