long story short i have worked for a call center in customer service before and i knew something was not working out. i've had to call about this issue 5 times in 4 weeks because it's still not resolved, and each time the conversation has ended i've asked for an email confirmation of our conversation and a ticket number so i can call back and reference it with a new representative.
well every time i've called, the new representative has been like "i'm so sorry, but there's no ticket by that number. i have no record of you ever calling about this. i'll start a ticket for you."
finally, the fifth time i nearly burst into tears of frustration and i said "i don't want you to start a ticket for me, because it will be the sixth ticket created for this same issue. every week, one of your colleagues tells me they'll create a a new ticket for me, and then nothing happens."
they said, "i'm sorry but i have no record of those tickets existing." and i was like i KNOW. but they doooooo what is happening.
finally i got transferred to a supervisor's supervisor.
if you've ever worked in online customer service, you know that when a customer calls with a problem, you create a "ticket" that puts that issue into the system. if you can't resolve it, it goes into a ticket queue, where other people with the ability to resolve it select it, put it into their personal working queue, and resolve it.
well after 30 minutes of searching, this supervisor tells me, dumbfounded, that she's discovered a completely unique queue she's never seen before, where my tickets have been going somehow. a pocket universe queue that no one has access to or can edit or select from, not even her. she has no idea what's happening. she's like "yes, here are all your tickets, and no one can open them or comment on them or resolve them.....this is crazy......" and it's JUST my tickets in there. no one else's. of tens of thousands of customers.
all professionalism fell by the wayside. i told her i've worked with those queues before and also found that totally wild. she was like "what the hell is going on...." and talked me through everything she was seeing and how gobsmacked she was. we were both like "this is one for the books truly"
tells me she's going to have to bring this up above herself because this is a really big error on like, a coding level, that she has no idea how to resolve. tells me she will personally call me back tomorrow to update me.
four days pass with no word.
i call customer service again. random agent. explain the entire situation, including that last bit.
agent says "i'm sorry but i have no record of those tickets existing. i'll have to start a ticket for you. rest assured, it will be resolved."
i said, "no it won't be. it never will be. because they're in the special queue."
clearly not believing me, they said, "i've heard nothing about that. i'll start a new ticket for you."
blakekathryn
romaincrisis
