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  • This is a first for me at this job

    We have a member trying to get towing service for her vehicle. We towed said vehicle yesterday to a repair shop. There are certain things that have to happen in order for my company to tow it again. First and foremost, if its at a repair shop - the shop HAS to be opened in order for us to pick it up. EVEN IF we call the owner of the shop and they say there is no fees owed to the veh - the shop HAS to be opened. If not, it doesn't matter what your other reasons are for needing it towed. Now, say the shop was open - if the shop cannot repair the vehicle because they don't do that type of repair or it will take them too long to complete OR if they are quoting a price for repairs that is worth more than the value of the vehicle - we will tow the car again.

    Anyway, I digress. This persons situation meets NONE of these requirements. First, the shop is closed. Second, even if it were open, the repair shop is capable of doing the repairs. The issue is that the member wants it towed to a dealership because it "MAY" be covered under warranty - this is not a for sure thing - it doesn't matter...if the shop can repair it - which they can - when they are open - in a timely manner - we will NOT cover the tow. Period. At this point, if she wants it towed, its on her dime.

    She's not having this - AT ALL. She is insisting that we WILL cover this. I am reading the notes in the call and she has gone so far as to threaten to call the police and/or come up to this call center and speak to someone face to face about this issue.

    That has just given my department our laugh for the day. We are all sitting here hoping that she will come to the call center. I've just never run into anything THIS crazy. The last note in the call states she will be calling back in to get someone to okay this tow...not happening. Sometimes, SCs can slip by and have service rendered if they get someone who doesn't look at the call. However, she's made such a stink PLUS the area her vehicle is in is run through one department and we are ALL aware of it.

    Good times.
    "I'm still walking, so I'm sure that I can dance!" from Saint of Circumstance - Grateful Dead

  • #2
    OH MY F******* GORD!!!

    Motherf****! You've got to be flippin' kiddin' me!

    I'm so pissed right now!

    Guess what?

    She's been cleared for service by a spineless f***in manager.


    There is no hope for humanity. It's true - if you bitch, threaten, moan, scream, whine - you will get your f**** way!

    GRRR!!!!
    "I'm still walking, so I'm sure that I can dance!" from Saint of Circumstance - Grateful Dead

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    • #3
      Hmm. Sounds like my job. The part with a manager caving in. I seriously wonder why company has me enforce policies if management's/people above me never going to do it.

      Comment


      • #4
        So.... do you need someone to rent a for you?
        Now a member of that alien race called Management.

        Yeah, you see that right. Pink. Harness.

        Comment


        • #5
          wtf in a can?

          after her threat, it was time to pass the bitch off to legal for handling, not cave.

          i second, third, fourth and fifth that .
          look! it's ghengis khan!
          Sorry, but while I can do many things, extracting heads from anuses isn't one of them. (so sayeth the irv)

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          • #6
            The manager asked the supervisor on duty if the member swore at her at any time. Because she didn't use any cuss words - there was no threat.

            The worse thing about spineless managers is the embarrassment we as employees feel when we uphold our policies even in the face of serious adversity ONLY to have the manager go against policy and make us look like COMPLETE IDIOTS in front of the customers. That's what I hate most about that!
            "I'm still walking, so I'm sure that I can dance!" from Saint of Circumstance - Grateful Dead

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            • #7
              Not to mention that it proves the notion that you mentioned earlier. If you bitch enough and throw a big enough fit, eventually a spineless manager will give in.

              Who is more to blame? The idiot SC's or the spineless managers who cause them to breed and multiply?

              Personally, I blame the spineless managers for perpetuating the species, and for making our jobs on the front line harder by not backing us up.
              "So, if you wanna put places like that outta business, just stop being so rock-chewingly stupid." ~ Raudf, 9/19/13

              Comment


              • #8
                Um, hate to break it to you ... but, you're a faceless voice on the end of a phone. No need to be embarrassed.

                Interesting way they decide about a threat ... no swear words? I guarantee you that I can make you fear for your life and the lives of your family without uttering a single word that comes even close to swearing. That policy sucks.
                "Always stand near the door." -- Doctor Who

                Kuya's Kitchen -- Cooking, Cooking Gadgets, and Food Related Blather from a Transplanted Foodie

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                • #9
                  Geez, with my dealership, I can get the warranty-covered repairs done at the facility of my choice, and they will simply reimburse me! Get a clue, lady! LOL
                  GK/Kara/Jester fangirl.

                  Comment


                  • #10
                    Quoth friendofjimmyk View Post
                    She's been cleared for service by a spineless f***in manager.
                    Get that manager in a tow truck so he can tow it himself, if he's that willing to please this lady.

                    Quoth tollbaby View Post
                    Geez, with my dealership, I can get the warranty-covered repairs done at the facility of my choice, and they will simply reimburse me! Get a clue, lady! LOL
                    Really? I've never heard of that happening--with my company, you can get warrenty repairs at any dealership, but it has to be at a dealership, using only my company's parts. No aftermarket stuff allowed.
                    I pray for the strength to change what I can, the inability to change what I can't, and the incapacity to tell the difference -Calvin, Calvin & Hobbes

                    Being a pessimist and cynical wouldn't be so bad if I wasn't right so often!

                    Comment


                    • #11
                      Quoth marasbaras View Post
                      Um, hate to break it to you ... but, you're a faceless voice on the end of a phone. No need to be embarrassed..
                      Maybe embarrassed wasn't the right word...

                      defeated? let down? disappointed? I mean, yes, they can't see us, but it just bothers me to no end that I am doing as I'm suppose to in line with policy and its all for nothing. I'd rather not waste my breath trying.
                      "I'm still walking, so I'm sure that I can dance!" from Saint of Circumstance - Grateful Dead

                      Comment


                      • #12
                        Quoth friendofjimmyk View Post
                        Maybe embarrassed wasn't the right word...

                        defeated? let down? disappointed? I mean, yes, they can't see us, but it just bothers me to no end that I am doing as I'm suppose to in line with policy and its all for nothing. I'd rather not waste my breath trying.
                        Then HR or whoever starts sending e-mails for your input on how to increase employee morale.
                        Time! Time! Time is what turns kittens into cats.

                        Don't teach me a lesson; all I learn is that you are an asshole.

                        I wish porn had subtitles.

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                        • #13
                          What's with the no cussing = no threat rule???

                          Someone could threaten the life, threaten to blow your place up, threaten to kill you and your family, and not once need a cuss word.

                          On the flip side, they could say their *insert cussing here* car is broke again -- and there's non threat there either.

                          Comment


                          • #14
                            And now you see why magazines like Good Housekeeping publish articles recommending that customers pitch a fit when they don't get what they want.

                            Because occasionally the complaint goes to somebody like friendofjimmyk's manager, who caves in just to get the person off the phone or out of the building, or to retain a customer.

                            I fart in her manager's general direction.
                            Knowledge is power. Power corrupts. Study hard. Be evil.

                            "I never said I wasn't a horrible person."--Me, almost daily

                            Comment


                            • #15
                              Quoth marasbaras View Post
                              Interesting way they decide about a threat ... no swear words? I guarantee you that I can make you fear for your life and the lives of your family without uttering a single word that comes even close to swearing. That policy sucks.
                              I can do that too. I can get pretty creative and use a very graphic language about how to use toothpicks, rusty grapefruit spoons, butter knives and how handy the human anatomy knowledge I picked up around my parents (both in the medical department) can get, should I decide to perform an impromptu liver ablation. With the right tone of voice, you'll scare people shitless without using a single profanity.
                              "I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question."

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