Quote:
Originally Posted by andy_m
Whether he used the right language or not, I'm sure everyone can understand the frustrations of the OP. Making the customer phone 4 times before he got the service he wanted without explaining the processes involved to give him some understanding of why it may not have been possible is not good enough.
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You're quite right, but unfortunately this one important fact has been lost because, having started the thread insisting he wanted to discuss VM customer service in general, the OP went on to make some very unkind and unfair comments about a specific individual.
The individual concerned was not responsible for the account not being set up properly and he was not responsible for the OP having to make 4 calls to get it put right. The individual who has been accused of lying, and being lazy, was the one who ultimately fixed the problem by establishing a complicated workaround that he certainly wasn't trained to deliver and apparently was unsure he had latitude to deliver.
What we don't know (and never will) is whether the CSR knew of the workaround but didn't know if he had freedom to implement it, without risking some sort of warning, or whether he went to ask a supervisor if there was anything else that could be done for the OP and was shown the workaround at that point.
Either way - even if he already knew about the workaround - there is absolutely no way it can be justified to call him lazy or a liar. Large businesses have strict procedures and controls on the use of their IT systems. You don't just depart from those trained procedures and get creative without some sort of cover from your line manager.