you should have called me

[vacation_rentals_suck]

Guest: Dave, I am very angry. I see a charge on my credit card for this trip and we never even came down

Me: ok did you cancel this reservation?

Guest: NO I DIDNT CANCEL IT. I didnt pay the balance by the due date so I assumed it was cancelled because nobody called us to see if we were coming. Other companies usually do that. Your manager agreed to refund it but I am upset we were charged to begin with.

Me: ok so if you are being refunded, I dont understand why there is a problem

Guest: you're not listening to me. It's the principle. My father is in the hospital with cancer. I had a lot on my mind and I just assumed you would cancel it but you didnt and you didnt even call to ask if I was coming. You just charged the card.

Me: right but you signed a contract agreeing to allow us to charge the card

Guest: I dont care what I signed.......you should have called me. Thats the way things are done when I rent with XYZ.

Me: sir, we are refunding the money

Guest: I dont give a GD what you're refunding....you know, you are making me even more upset. I guess you're just too stupid, Dave. If you cant understand why I am upset, you are a fucking moron.

Me: dont talk to me like that, sir

Guest: no, you dont tell me, I tell you......you know what, you digust me, Dave. I cant even talk to you anymore, you've got me too upset....you stupid SON OF A BIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII IIIIIIIITCH...ROT IN HELL...click

[Gravekeeper]

I despise your customers completely by proxy, you know that? ;p

[Chazzie]

Looks like that guy is used to his mother dressing him every morning.

[Ree]

Again...just unbelievable. (...although I should be used to it by now, I guess.)

[Zeniq]

Me: ok so if you are being refunded, I dont understand why there is a problem

Guest: you're not listening to me. It's the principle. My father is in the hospital with cancer. ...

OK, I can kinda understand where he was coming from; I can see how suddenly having an unexpected bill showing up on top of hospital bills can be surprising, but for the most part, WTF? Nobody cancelled the trip. But if you verify that the charges will be reversed, then what the hell else does he want? A double refund? Or a free vacation for the "inconvenience" of a bill that actually correctly sent? People confuse me.

[Peppergirl]

Weird that, in addition to being potty-mouthed drama queens, all of your customers also subscribe to that annoying habit of calling the customer service person by their first name.

I've been in the travel industry 20 years and I've probably only had someone use my name in the opening sentence 10 times.

Odd. Just, odd.

[DGoddessChardonnay]

Hmmmm . . . imagine that.

*shaking head*

[stucksb]

Another clear case of someone who felt entitled to abuse someone else because they feel like they should be treated in a near worshipful manner and were "inconvenienced."

What an amazing crop of narcissistic a-holes you have there.

[bainsidhe]

Ok, I agree the guy was a jerk. But why egg him on? It's impossible to tell tone from the text, but it sounds as though the SNC (sucky non-customer) was greeted with a "Yeah, so what?" attitude. As a customer this would rankle me quite a bit, especially if I felt wronged by the company. I guess I'm just wondering what this idiot was after. If he wanted something more than a refund, then staying polite and matter-of-fact (as the OP did) was the way to go. If poor pweschus bebe just wanted someone to sound sympathetic and apologize, I don't see why that's such a hard thing to do. You wouldn't have to admit personal fault, just apologize for the "confusion" and how the SNC endured an upsetting experience.

Though I sit here wondering, what happened during the convo with management? Didn't the spineless manager's refund salve the SNC's wounds? Clearly SNC yelled, yelled come more, then called back to yell at someone else. What an ass.

[LillFilly]

Dave, your customers suck big time. I think you need to publish a book, like that cashier from France did. I would buy several copies!

[Talon]

The man's money is being refunded, what more does he want? Should Dave stare at the sun and sing opera? Oh wait, don't suggest that.

[Andara Bledin]

Guest: NO I DIDNT CANCEL IT. I didnt pay the balance by the due date so I assumed it was cancelled because nobody called us to see if we were coming.

Well, we all know what to make of those who assume...

Ok, I agree the guy was a jerk. But why egg him on? It's impossible to tell tone from the text, but it sounds as though the SNC (sucky non-customer) was greeted with a "Yeah, so what?" attitude.

I don't see that.

If the customer's issue has been handled, then what possible need did he have to contact Dave at all? He was mad that his own problems were not somehow telepathically foreseen by Dave's company and he had to call them to tell them why he didn't go on the vacation he singed up for so he could get his money back.

He just wanted some whipping boy that he could browbeat and abuse to make himself feel better. Maybe he was hoping for some grovelling or a handout. Regardless, he was only semi-rational from the get go, and lost it from there. All Dave did was be confused as to why the hell the guy felt the need to call him up after it had been resolved.

^-.-^

[Broomjockey]

If the customer's issue has been handled, then what possible need did he have to contact Dave at all?

It certainly seems like the guy already had his refund, unless VRS is now allowed to make that call, unlike previous times. So yes, why DID he call? Further, if he'd talked to a manager once, why is he yelling at a front-liner again, instead of going back to management for round 2? I tells ya, I've met a lot of stupid people, and this guy's more confusingly dumb than ANY of them.

[JLRodgers]

That is almost the same thing as a "Kids in the Hall" sketch!

Two people at a restaruant... one asks for a bill (can't remember the setup), anyway the person says something like:
cust: I asked for the bill 5 minutes ago
waiter: here's your bill
c: you're not understanding me, when a person asks for a bill they expect it
w: I have your bill right here
c: aaaaaaaaaarrrrrrrrrrrrrrrrggggggggggghhhhhhhhhhh!
w: I don't understand the problem
c: I wanted the bill 15 minutes ago
(customer wife): I didn't get any water
w: I'll change the time of the bill

etc, etc... oh... wait.... a video on youtube:

(http://www.youtube.com/watch?v=jgi7QCu1qAo)

[DGoddessChardonnay]

The man's money is being refunded, what more does he want? Should Dave stare at the sun and sing opera? Oh wait, don't suggest that.

Please don't. Otherwise some moron will call by the end of next week and suggest it.