A mom called us (the vehicle manufacturer) because her adult son’s vehicle was having problems and the dealership wasn’t doing enough to fix it. I, not being customer service, tried to get her to the right people.
me: “I’m sorry your son is having a problem ma’am, let me put you through to customer service, they can help you.”
her “NO!! NOO! I don’t want that!!” she screamed before I could transfer her.”I’ve already tried your customer service people and they won’t help me. They told me that because I’m not the ‘policy holder person’ that they won’t give my son a new car. They’re refusing to do anything, that’s why I called you. You’re from corporate so I know you can do something. You have to help me! That car cost most of my son’s savings and he doesn’t have a car now!”
me: “Ma’am, there’s been a misunderstanding. If your son wants his warranty plan activated, he needs to call customer service. Only the person who owns the vehicle can make those kinds of claims on the warranty. He will very likely be able to have this problem resolved, but he has to do it.”
her: “But I’m his mother. He still lives with me!”
me: “It’s only the person who owns the vehicle, even if he’s still living with you.”
her: “But I’m his mom!!”
me: “Ma’am, do you own the vehicle?”
her: “I told you, it’s my son’s!”
me: “Then your son has to handle this. He needs call our customer service line or he can file a claim online if our office hours don’t work for him.”
her: “What makes you think my son has time for this!? What makes you think you’re so important that you can ignore an old woman trying to help her son!?”
me: “Ma’am, for the last four minutes I’ve been listening to your problem and giving you instructions. Your refusal to follow them doesn’t mean I’m ignoring you.”
her: “Oh, sure! Just run me around in circles until I give up!? Is that how [company] treats its customers?!”
me: “Strictly speaking, you’re not our customer, your son is.”
her: “HOW DARE YOU!!???” she went on the usual get me the manager/I’ll get you fired/get me the CEO/I’ll sue/this is illegal tirade…”…And I’ve been recording this whole thing! So if you try to run me around in circles, I’ll go straight to Facebook with this! They’ll tear you apart!”
me: “By all means, please post it. I’ve acted completely within company guidelines and have been civil despite your hostility. If anything, it’ll get me a promotion.”
-CLICK-
submitted by /u/AbbEli
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