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So, this could go in "Praising Customers and Colleagues" as one of our new hires (the one I recommended for hire 
) did a fantastic job dealing with this guy, I think it belongs here more, due to the sucky nature of the incident.
So, here's the set up - Dude calls in, acts normal, talks to coworker T, who sets up an Advanced Replacement request for him (basically, we send him a refurbished unit, he sends us back his bad one, which is repaired and returned to our stock for the next person who needs said unit), and lets him know that unfortunately, it does not appear that we have one in stock to ship out to him tonight. Granted, he called in close to close of business anyways, but still - it's not there, you get to wait.
Dude calls back, less than 10 minutes later, gets coworker S, who politely informs him that, no, in the last 6 minutes our stock did not change, and it still appears we do not have one available. She offers to create an escalation ticket to go to the warehouse and request an ETA and a stock check (just to make sure that they don't have one that hasn't been logged in to the system we share), and dude just keeps asking "Well, who can we contact now? What else can we do?"
I give S credit for her patience - I don't deal well with obviously condescending use of "we" in requests. S politely informed him again that there is no stock, and she has created the escalation, which is the only way we are allowed to contact the warehouse. On my advice, she also informs him that, given the time, chances are that even if there is a unit in stock, it won't make it on the truck tonight anyhow, so he should call back and check up on the unit tomorrow.
S finally gets dude to calm down and accept reality, thank goodness. But as soon as she got off the phone, she turned to me and coworker M and goes "What does dude expect? Sure, let me just call up the AC power supply fairy and she'll get one right out to you!"
This is an ongoing source of frustration for me for two reasons.
Firstly - I still cannot understand how people just flat out refuse to understand that no stock means exactly that - no stock. How do you expect us to ship something that we don't have? And really, why do you think that by escalating the call, you're going to reach someone with magical powers who can pull said equipment out of their ass?
Secondly - Part of the reason we run out of stock is due to the techs out in the field abusing the Advanced Replacement deal. They send stuff in that is clearly damaged beyond repair, then act shocked when they get called on it. They also will delay sending units back in (either their bad unit owed to us, or if one of the units is sent out as a rental). I hate the sense of entitlement - I can keep it however long I want, but dog forbid I want one and someone else pulls this crap - by gosh, then I'll raise heck about it!
) did a fantastic job dealing with this guy, I think it belongs here more, due to the sucky nature of the incident.So, here's the set up - Dude calls in, acts normal, talks to coworker T, who sets up an Advanced Replacement request for him (basically, we send him a refurbished unit, he sends us back his bad one, which is repaired and returned to our stock for the next person who needs said unit), and lets him know that unfortunately, it does not appear that we have one in stock to ship out to him tonight. Granted, he called in close to close of business anyways, but still - it's not there, you get to wait.
Dude calls back, less than 10 minutes later, gets coworker S, who politely informs him that, no, in the last 6 minutes our stock did not change, and it still appears we do not have one available. She offers to create an escalation ticket to go to the warehouse and request an ETA and a stock check (just to make sure that they don't have one that hasn't been logged in to the system we share), and dude just keeps asking "Well, who can we contact now? What else can we do?"
I give S credit for her patience - I don't deal well with obviously condescending use of "we" in requests. S politely informed him again that there is no stock, and she has created the escalation, which is the only way we are allowed to contact the warehouse. On my advice, she also informs him that, given the time, chances are that even if there is a unit in stock, it won't make it on the truck tonight anyhow, so he should call back and check up on the unit tomorrow.
S finally gets dude to calm down and accept reality, thank goodness. But as soon as she got off the phone, she turned to me and coworker M and goes "What does dude expect? Sure, let me just call up the AC power supply fairy and she'll get one right out to you!"
This is an ongoing source of frustration for me for two reasons.
Firstly - I still cannot understand how people just flat out refuse to understand that no stock means exactly that - no stock. How do you expect us to ship something that we don't have? And really, why do you think that by escalating the call, you're going to reach someone with magical powers who can pull said equipment out of their ass?
Secondly - Part of the reason we run out of stock is due to the techs out in the field abusing the Advanced Replacement deal. They send stuff in that is clearly damaged beyond repair, then act shocked when they get called on it. They also will delay sending units back in (either their bad unit owed to us, or if one of the units is sent out as a rental). I hate the sense of entitlement - I can keep it however long I want, but dog forbid I want one and someone else pulls this crap - by gosh, then I'll raise heck about it!
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