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Sick...but getting better!
Feb. 3rd, 2001 02:08 pmWhatever it is that's going around has finally hit me, but I'm battling back with prodigious amounts of vitamin C, and seem to be holding my own.
Galina intended to leave Houston yesterday, but a clogged drain at the house we're renting to the NASDA astronaut kept her from leaving. The last plan we agreed upon was for her to start out early today for Colorado, and to arrive tomorrow sometime. (I'm betting she's going to push herself and arrive around midnight tonight.)
The store continues to offer its own collection of petty annoyances.
For example, one customer came in early this past week to send an overnight package to her mother, but we mistranscribed the Zip code, so it came back to us. The customer came by on Thursday to find out what happened, and we refunded her money, reprocessing the package to go out Friday on a next-day basis (which means next business day), with the net effect being that the store ate about $20.
What do you think? A few minutes later, the recipient of the package calls to insist that the package be again reprocessed, this time for next-day, Saturday delivery! And that's not all...she wanted the package held at the local UPS center so she could pick it up early in the day (instead of waiting for the truck to come out her way).
Question: Do you think the recipient was being unreasonable in her request?
Well, I'm kind of a soft touch when it comes to customer service, so I agreed to eat another $10 for the Saturday delivery. As it turned out, insisting on having the UPS center hang on to the package made Saturday delivery impossible, as the center is closed for public business on Saturdays (the subject of yet another phone call later in the day, but that's another tale).
In the end, the customer came into the store today to apologize for what she described as the "rude" behavior of the recipient.
No biggie.
Especially compared to my fruitless conversation with some wonk from FedEx Ground (formerly RPS). We're handling a claim for a gent who sent a Native American head-dress to himself while on vacation last September. The box was insured for $500, according to the written record I have.
The shipment was damaged in transit, and yesterday, I learned that the claim had been settled by FedEx Ground, for the sum of $100, which is the maximum settlement for cases where no additional insured amount was declared.
"Come again?" I asked the wonk. "My records indicate $500 of coverage," I said.
"I can't help you," said the wonk.
"Who can?" I asked.
"You'd have to speak with someone in claims," said the wonk, "but they generally don't reconsider settled claims."
In the end, I was given a phone number to call, which threw me into a multilevel nightmare of menu selections. I finally left a voicemail after navigating (stumbling, actually) through the maze, but have yet to hear back.
There is so crying much to do, and so little time to do it in. And I leave for Houston on Monday.
Whoopee.
Cheers...
Galina intended to leave Houston yesterday, but a clogged drain at the house we're renting to the NASDA astronaut kept her from leaving. The last plan we agreed upon was for her to start out early today for Colorado, and to arrive tomorrow sometime. (I'm betting she's going to push herself and arrive around midnight tonight.)
The store continues to offer its own collection of petty annoyances.
For example, one customer came in early this past week to send an overnight package to her mother, but we mistranscribed the Zip code, so it came back to us. The customer came by on Thursday to find out what happened, and we refunded her money, reprocessing the package to go out Friday on a next-day basis (which means next business day), with the net effect being that the store ate about $20.
What do you think? A few minutes later, the recipient of the package calls to insist that the package be again reprocessed, this time for next-day, Saturday delivery! And that's not all...she wanted the package held at the local UPS center so she could pick it up early in the day (instead of waiting for the truck to come out her way).
Question: Do you think the recipient was being unreasonable in her request?
Well, I'm kind of a soft touch when it comes to customer service, so I agreed to eat another $10 for the Saturday delivery. As it turned out, insisting on having the UPS center hang on to the package made Saturday delivery impossible, as the center is closed for public business on Saturdays (the subject of yet another phone call later in the day, but that's another tale).
In the end, the customer came into the store today to apologize for what she described as the "rude" behavior of the recipient.
No biggie.
Especially compared to my fruitless conversation with some wonk from FedEx Ground (formerly RPS). We're handling a claim for a gent who sent a Native American head-dress to himself while on vacation last September. The box was insured for $500, according to the written record I have.
The shipment was damaged in transit, and yesterday, I learned that the claim had been settled by FedEx Ground, for the sum of $100, which is the maximum settlement for cases where no additional insured amount was declared.
"Come again?" I asked the wonk. "My records indicate $500 of coverage," I said.
"I can't help you," said the wonk.
"Who can?" I asked.
"You'd have to speak with someone in claims," said the wonk, "but they generally don't reconsider settled claims."
In the end, I was given a phone number to call, which threw me into a multilevel nightmare of menu selections. I finally left a voicemail after navigating (stumbling, actually) through the maze, but have yet to hear back.
There is so crying much to do, and so little time to do it in. And I leave for Houston on Monday.
Whoopee.
Cheers...
