So about 6 months ago, we decided to get rid of the home phone. Who has a home phone anymore besides parents and mayors? We called Sprint to cancel, then SBC, then Sprint again . . . and again . . . and again . . .
This was last February. 6 months of trying to cancel a simple phone line. Last month, I even had a confirmation number of the conversation to reference THIS month, knowing full well I’d be attempting the same thing once again…
So about 6 months ago, we decided to get rid of the home phone. Who has a home phone anymore besides parents and mayors? We called Sprint to cancel, then SBC, then Sprint again . . . and again . . . and again . . .
This was last February. 6 months of trying to cancel a simple phone line. Last month, I even had a confirmation number of the conversation to reference THIS month, knowing full well I’d be attempting the same thing once again…
So about 6 months ago, we decided to get rid of the home phone. Who has a home phone anymore besides parents and mayors? We called Sprint to cancel, then SBC, then Sprint again . . . and again . . . and again . . .
This was last February. 6 months of trying to cancel a simple phone line. Last month, I even had a confirmation number of the conversation to reference THIS month, knowing full well I’d be attempting the same thing once again…
This is the conversation, boiled down to the crucial elements:
DIANA: Hi, this is Diana.
ME: Hi, can I speak with your supervisor?
DIANA: Can I ask why?
ME: Do you see my file on your screen?
DIANA: Yes.
ME: Does it show that I’ve been trying to cancel for 6 months now?
DIANA: I’ll get my supervisor.
ME: Thanks.
CHANDELLE: Hi, I’m the supervisor.
ME: I’d like to cancel.
CHANDELLE: You’re all set.
ME: Actually, I’m not. I’ve tried and tried and I still get monthly bills. Every month I call to re-cancel, you guys waive the bill, and I’m on my way. Can you verify for sure that I’m cancelled this time?
CHANDELLE: Well, I just told you that you’re all set.
ME: Nothing personal Chandelle, but I don’t believe you.
CHANDELLE: You don’t believe me.
ME: Is it possible that it’s not really cancelled?
CHANDELLE: Nope.
ME: Can I get a confirmation number to reference in case I get another bill?
CHANDELLE: Sorry, I can’t do that at the supervisor level.
ME: Can I talk to your supervisor?
CHANDELLE: I don’t have one.
ME: Well who do you report to?
CHANDELLE: I can’t tell you.
ME: Is it Bill from Logistics?
CHANDELLE: No.
ME: Don from Accounting?
CHANDELLE: Nope.
ME: So you’re your own boss?
CHANDELLE: Today I am.
ME: Okayyyyyyy . . . can you fax me a confirmation that we’re all set?
CHANDELLE: We can’t fax from the office.
ME: Can you send me a letter?
CHANDELLE: Can’t do that either.
ME: Can you send me an email?
CHANDELLE: We don’t have outgoing email.
ME: Can you send me an email from your chandelle [at] sprint [dot] com on your Outlook that I can print and keep to prove that I’m good to go?
CHANDELLE: We don’t do that here.
ME: So you really don’t have a fax?
CHANDELLE: Mr. Marshall, you’re good to go.
ME: Right, and thanks for waiving the fees for services I never used, but let me ask you…Sprint’s a multi-billion dollar company, right?
CHANDELLE: Yes.
ME: Do you think you can afford the staff time to walk to the fax machine that’s on your file cabinet and send me a quick fax? Or can you afford the 50 cents for paper, envelope and stamp to send me a quick letter? I’m asking you on a human level, Chandelle. I’ve played by the rules for 6 months now. We’re at a fork in the road. On your drive home tonight, I want you to think about this conversation and I want to think back and think “You know, I took care of someone today.” It’s not too late to make a change, Chandelle. We can make it happen. I’ve got a 10 digits for my fax machine just burnin’ a hole on my paper here. I’ve got the paper loaded and everything! Let’s do this!!!!
CHANDELLE: We don’t do that here.
ME: Really?
CHANDELLE: Yes.
ME: Wellllllll then Chandelle, best of luck.
CHANDELLE: Have a nice life.
ME: Wow.
CHANDELLE: Uh-huh.
Click.
