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This will be short and not so sweet. This lady had mailed in some documents that we requested. We sent them back two months ago. They are not hard to replace if the get lost (seriously only costs $5 to get replacements) and we don’t usually have problems with it.
It’s also good to mention that she doesn’t have to mail them in. She chose to do that instead of driving down to our office to bring them in. So it wasn’t the only way she could send them.
Anyway, I told her that we can’t control the post office. Once we send it out it’s their responsibility.
“That’s a lie because I get all the mail anyone else sends me.”
Like… okay but you don’t know that. There could easily be tons of mail that gets lost regularly, and the mail sound here has been awful since they laid-off half their workforce.
I go back and forth with her for a minute about how we don’t have any control over that and her telling me that I’m wrong and finally just tell her that we won’t find a solution to this and let her know I won’t be continuing the call.
“You’re going to just hang up on me?”
I start to say that we obviously won’t find a solution to this issue, but she starts talking over me so I just wish her a good day and hang up.
Now, I expect these questions will probably come up. We don’t have tracking numbers because we use regular mail.
We don’t have documents sitting out either. We open the mail, make a copy, scan it into our files, and immediately mail it right back out. No separate mailing facility either to lose it there.
The chances of it being lost in our small office aren’t high compared to the mail. Not saying it doesn’t happen, but it’s pretty rare. Whenever these types of inquiries come up, there’s nothing we can do to help them recover stuff.
There is nothing else I can say to them except that we only have control of it while it’s in our office. If I ask my manager they will say the same thing. Especially if it was over 2 months ago when they sent it. This is why we always recommend coming into the office with your important documents.
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