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Customer service humanity Thu, Aug 13, 2015
I've had a couple customer service experiences lately that I wished included more of a "human" feel to them.  One was when I ordered something online and was told when to be at my house to receive delivery.  I was notified and reminded several times of the timeframe, as well as the new timeframe due to a delay.  When that time window came and went, I called the company to see what was up.  They said essentially, "Whoops, how about tomorrow?"  Tomorrow's time window came and went, so I called the company again.  They said essentially, "The truck is on its way, albeit 28 hours later than originally intended." 

Twenty-eight fucking hours.  We live in a ridiculously technologically modern age.  Everyone can be contacted at all times in a variety of ways.  How did you not get around to delivering my stuff on the right day, and how did you not figure out how to contact me to tell me before it didn't happen?  How did you still miss the time window on the second day, not contact me to tell me about it, and then proceed to send me a survey asking about my purchasing experience?  "How satisfied were you with the timing of the delivery?"  Not very satisfied, asshole. 

A few days later, the electric got shut off at my new house.  It was probably a simple mix-up, or that's what I'd like to believe.  A simple call to the electric company should solve that.  But no, the electric company says we have to call back the following business day (since it was after hours), and service will be restored the day after that.  So that's two days without power, all because I didn't transfer utilities in the 4 days since I signed the fucking closing papers.  I talked to a customer service idiot on the service restoration day to ask what time the technician would be there.  Her answer:  Sometime between 8 am and 6 pm.  I asked her in the event that she lost power at her house, if that would be a good answer.  She said no. 

I just wish companies weren't so stupidly rigid.  I understand that nobody has time to address each and every circumstance like it's a beautiful unique experience to enrich a person's life, but how about some wiggle room?  Yes, the "policy" is a two-day turnaround, but how about a fucking favor for a new homeowner who can't take a fucking shower or flush his piss-filled toilet?  How about a phone call or a letter or a knock on my fucking door to tell me you're gonna take away my electricity?  How about an email or a text message to let me know my vacation day was essentially useless and you can't even come up with a reasonable explanation for why you couldn't deliver a $2000 tractor to a waiting customer.  I realize it's not "standard operating procedure", but could you maybe try to act like a human being? #business