A Mess

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."

part twenty-eight previous/next

I’m sorry but that’s thinking way too small, hear me out:

We need to have Miss Piggy as Odysseus, and Kermit as Penelope.

Think about it… who’s the more fickle, prideful, warlike one in that relationship? Who is absolutely ready to go ham, at a moment’s notice?

One of her family told us that she had given birth yesterday evening, but that Child Protection services had taken her baby away with no warning, claiming that she wasnt prepared to look after him. What had happened, is that she'd literally only just given birth -- hadn't even passed the afterbirth yet, is holding her blood-coated, crying, newborn baby to her chest -- and a nurse asked what her feeding plan was. She was tired from the birth and distracted by the brand new baby in her arms and thrown off by the timing of the question, but still, she managed to answer, and said she planned to breastfeed him whenever he was hungry.

Well apparently that wasn't enough of a plan for the hospital staff, who reported her and claimed that she was unprepared to look after the child, and claimed that had no social supports, and that the baby was at risk if left with her. All because a brand new mother, 30 seconds after giving birth, didn't have a PowerPoint presentation ready to go that cited the timing cycle she would feed her kid on, and instead simply said that she would feed him when he was hungry.

Child Protection services showed up, took her kid, and she was told to show up to court the next day to contest custody if she wanted her baby back.

So a woman who had given birth less than 24 hours prior was forced to rally her family and show up to court to prove that she a) had a feeding plan for the child, and b) had enough social supports to justify reclaiming her baby.

It was one of the most appalling things I'd ever seen. I don't even know if she won her case. They didn't know at the time we saw them, and after that brief interaction on the stairs, i never saw them again. I sincerely hope she got her newborn baby back.

That was about 5 years ago. And the exact same kind of thing is still happening today.

News broke today from a South Australian whistle-blower of the appalling treatment new mothers frequently receive, including hospital staff taking the baby away from the mother "for medical tests," only for the mother to then be told, with absolutely no prior warning, that the baby was not going to be returned to her.

Here's the article, and here are some excerpts: