A couple of years ago our fridge/freezer packed in. I cunted the fucker for all the inconvenience it caused us, not to mention the cost of buying a relacement. Well lo and behold, said replacement has duly gone on the fritz, springing an even bigger leak than its bastard predecessor. These days an amoeba has a longer life cycle.
Out came the engineer, and after some sucking in of breath and rubbing of chin, a professional opinion was proferred. ‘It’s fucked’ says he. ‘John Lewis can no longer supply a like-for-like replacement on this model, so call the warranty company, quote this reference, and you’ll get a full refund’.
And so it began. Ordeal by phone loop.
*brrrr…brrrr…*
‘Hi. Pleased be advised that your call may be recorded for training and security purposes. Details of our privacy policy can be found at burble blah… in order to connect you to the appropriate advisor, please select from one of the following six options burble blah…’.
*brrrr…brrr…*
‘Hi. Your call is important to us. All of our advisors are currently busy. Please hold, and we will connect you as soon as the next advisor is available…’.
*onset of cheesy music*. A minute or so passes…
‘Your call is important to us. All of our advisors…’.
And the loop of hell continues, along with your growing frustration and uncertainty. Do you hold, not knowing how long you might end up holding for, or do you hang up, knowing that you’ll only have to go through the whole piss-boiling cycle again later? I chose the former option, only to grow more angry with every fucking ‘your call is important to us…’.
So after 47 minutes of utter frustration, I finally got through to the most world-weary advisor I’ve ever heard. Time from the beginning of call to completion of the arrangement for refund; one hour one minute.
At least I was able to curb the urge to take my anger out on the poor sap at the other end of the line. It’s not his fault. For all I know, in fact he could have been the only ‘advisor’ working. The fault lies with the companies concerned; is it too much to ask that they might at least advise of average waiting time, or the caller’s place in the queue? Is it too much to ask that they could offer a call-back service at busy times? Apparently yes, it fucking well is.
Let’s face it; customer service is the last thing on the mind of most businesses out there. Their primary concern is the bottom line on the balance sheet, and customer service doesn’t bring in any lolly to add to the plus side. I don’t think they actually care for us at all in this respect.
Wouldn’t it be nice if they upped their game, and instead of telling us how important our call was to them, they started to fucking act as though it really was? ‘Your call is important to us’ my fucking arse.
Nominated by: Ron Knee




