Monday, July 12, 2010

Hell is on the Line

T-Mobile has a nifty feature where you can have your agonizing conversation with a representative emailed to you. This saves me a lot of work. If only all incompetent/malicious corporations were this user friendly.

~Jason G: Hello and welcome to [the newest ring of the Customer Service Circle of Hell]. My name is Jason and I will be glad to assist you today. First, please allow me one moment to review your question.
Me: ok
~Jason G: I understand you are asking about the $19.99 Shipping charge?
Me: correct, as well as the tax that goes with it
~Jason G: Ok. The $19.99 was for express shipping.
Me: right, that seems to be in error
Me: i had a defective part that i had replaced
Me: under warranty
Me: it took several weeks to arrive, however
Me: and i was never told i'd be charged for shipping, nor do i think i should be if it wasn't in any way my fault
~Jason G: Ok. Sorry that you were charged. We can look into see if it can be adjusted. One moment please.
Me: thanks
~Jason G: Sorry for the wait. I have requested approval from my supervisor, and what we can do is credit back half of the shipping charge.
Me: why half?
Me: i need the entire charge refunded
Me: i never authorized it
Me: and the express charge is preposterous
Me: it took three weeks
~Jason G: There are unfortunately no supporting notes in your account saying about the charge, so as a result, we can give half back.
Me: that's your clerical error, not mine
Me: i have a very clear memory of the event
Me: i'll remind you that i've been a customer for seven years
Me: this seems particularly shoddy customer service
Me: if you're not authorized to refund the entire charge, please put me in contact with someone above you who can
~Jason G: We do thank you for your loyalty with T-Mobile. As there are no supporting notes mentioning the $19.99 shipping, we can adjust half of it back.
Me: what do you think "as there are no supporting notes mentioning the $19.99 shipping" means?
Me: because to me, it means nothing
Me: surely, you can see the charge
Me: so what's at question here?
~Jason G: I can see the charge yes.
Me: i didn't agree to the charge, the charge was never mentioned to me, the charge is twice your fault (once for the bad part and once for an oversight)
Me: so in what universe would it make sense for me to pay any of it?
Me: i don't blame you, personally--obviously, you aren't responsible
Me: but i'd like to think it should be clear why i shouldn't be either
Me: it would just be paying for corporate incompetence (at best)
Me: or willful robbery (at worst)
~Jason G: In order for us to send the device, it does require a shipping cost.
Me: ok, let's break this one down:
Me: 1) you sent the device, because it was broken (your fault)
Me: 2) you never mentioned a fee to me (your fault)
Me: 3) you sent it express shipping (allegedly), and yet it took several weeks (your fault)
Me: 4) the last time something was shipped to me from t-mobile (a much larger package), it cost 7.99, and yet this somehow cost 19.99 (your fault)
Me: how about you absorb the shipping cost, as the reason for its being shipped is entirely your responsibility?
Me: the item was shipped because it broke within two weeks
Me: that's a bad product
~Jason G: Ok. One more moment please while I inquire about it.
Me: by any estimation
~Jason G: O, sorry for the wait. I have re-requested approval, and we will be able to adjust the whole amount back.
~Jason G: *Ok
Me: that's good
~Jason G: The adjustment for the shipping and handset assessory tax was r efunded.
Me: so the 19.99 plus 1.72 tax are being refunded, in other words?
Me: should i wait for a new bill then?
~Jason G: That is correct yes. The adjustments will show up on your next bill.
Me: so i should pay the full bill this month, and expect a 21.71 refund next month?
~Jason G: No. the adjustments that I just made are balance impacting, which means the amount you now owe is $70.59. Showing the adjustments were done will appear on your next bill.
Me: ok, so when i login, it says i still owe 92.30
Me: will it take a while to adjust?
Me: because my bill is withdrawn automatically
Me: and i'd like 70.59 withdrawn, not 92.30
~Jason G: It may take up to 2 hours to reflect online.
Me: ok, so i'll check back in two hours

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