To want to kill the woman in the Transco call centre? (rant warning)

[lovecat]

So I got in last night and smelt gas coming from the meter cupboard.

We ended up having to have the road outside dug up at 2am this morning and our gas cut off. The workmen promised us that someone would be back at 9 this morning to sort it out. Obviously I was ridiculously naive to believe them, but...

Rang Transco at 9.30 to find out the situation. Was told that they had 'now' registered my call and someone would be sent out in the next 4 hours.

Bloke from Transco rang on my door 10 mins ago, said 'can't help you love, I only do indoors, they have to reconnect from the road first, you need to ring the engineers'.

He doesn't have a number for them, all I have is the Transco number so I call and speak to probably the rudest woman in the world... conversation as follows:

LC: May I speak to the Engineering department please?
RWIW: Why?
LC: I've just had a Transco person at my door and he told me I -
RWIW: What's the problem?
LC: We had a leak last night and our gas was cut off, I'm trying to -
RWIW: Postcode!
LC: If you could please put me through to the engineers -
RWIW: Postcode!
LC: (gives postcode, confirms address) so we've been cut off and the person who was sent out can't -
RWIW: Will you let me speak? Will you let me speak?
LC: I'm just trying to explain the situation...
RWIW: Will you let me speak? An engineer has been booked for this job! He is on his way!
LC: Is this the same engineer as the one who's just arrived because he's an indoor one only, he said he can't do anything until the gas is turned on in the street, so I need to speak to the engineering department -
RWIW (shouting): WILL YOU LET ME SPEAK! YOU ARE MAKING ME SO ANGRY!
LC: Excuse me? Please don't raise your voice to me.
RWIW: YOU WON'T LET ME SPEAK!
LC: I'm trying to explain what's happening. There is no need to shout at me. May I speak to your supervisor, please?
RWIW: You don't need to speak to my supervisor.
LC: I believe I do. Now can I speak to your supervisor?
RWIW: That isn't necessary. According to my records your outside gas is booked to be put back on some time tomorrow . Don't ask me when.
LC: What? Apart from the fact that's totally unacceptable, then why send out an inside engineer when he can't do his job til the outside people -
RWIW: IT'S NOT MY PROBLEM!
LC (slightly concerned for woman's sanity at this point): Actually it is. May I speak with your supervisor?
RWIW: No. You don't need to.
LC: It is unacceptable for you to leave me without hot water and heating til tomorrow, I have a 2 year old in the house. Please may I speak to someone about this?
RWIW: (huge huffy sigh) I'll see if I can find anyone. They can't change things, though.

Then she puts me through to a normal human being who is so nice that I burst into tears all over the poor creature - I was shaking! Sadly I didn't get the b*tch's name, or I would have taken the complaint further.

Anyway, I'm now waiting for the local head of engineering to call me back - looks like we're in for a cold night, at this rate...

That's better...

[Scramble]

If you are hiring a hitman then I have a woman in an allience and leiscester call centre I need taking care of, I came off the phone and burst into tears in front of my two kids, it was just so frustrating.

[Sunshinemummy]

I believe that most call centres tape the call so you really should complain as they should be able to trace it. She sounds horrendous.

[Scramble]

My one spoke every time I did so I couldn't actually hear what she said, she refused to get a supervisor as she said she was dealing with it. She told me she couldn't give me certain informatio, I didn't ask for it, but she then proceded to tell me it anyway . I think they are wired a different way.

[Scramble]

If you know the time of the call they will be able to trace the recording.

[SheikYerbouti]

Yes, and while you are at it, please wipe out all unhelpful statt at BT, the worst compay in Christendom

Lovecat, ring Transco back and tell them what time you called, they should have a recording of the call. This woman is obviously in thw wrong job. She cannoit be allowed to speak to customers like this. There's no excuse

[lazarou]

Lol!!!!
My mum once rang up my opticians for me to let them know that my contact lenses hadnt arrived.
The man who answered the phone said it wasn't his problem and she was obviously trying to get some free contact lenses. Anyway, the man in question neded up getting the sack, so I would definitely conplain. If you note the time you called then they should have a backup on their computers. It's possible to find out who spoke to you.

[notalone]

Most if not all call centres tape their calls. Also you spoke with a supervisor so there should be some record of a discussion. Log the time and date of the call and complain - she IS NOT allowed to talk to you like that and needs a lesson in basic manners as well as more training on how to deal with customers.

for you

[lovecat]

Perhaps if we all club together we can order a multiple hit...

Mine did that speaking at the same time thing too, Scramble - and kept going on about how 'angry' she was that I wasn't letting her say her pre-programmed robot talk - because when I did 'let' her talk, that was all she came out with... felt like saying to her that perhaps she needed anger management if one timid, not particularly bullish and very polite (honest!) caller could put her in that mood......

Ooh, whilst I was typing that - result! Nice man from local team has just rung and guaranteed me that his men will be here at 1pm to reconnect me!

[SheikYerbouti]

They will deffo have a recording of the call, as they need them for legal reasons

[Sunshinemummy]

TBH a lot of call centre staff are told not to pass calls to a supervisor if it can be helped, so she could have been following instructions. Still bloody rude. Definitely complain.

[Domesticgodless]

dear lord, complain asap!!

The woman does sound unhinged. I know most of them are rude but that is way beyond.

I'd go so far as to say she needs help and her employers should know!

You deserve compensation for that imho.

[sparkybabe]

Def call back and report the rudeness, otherwise other people might be subjected to it. Complain complain complain.

[SheikYerbouti]

I deal with clients on the phone at work on a daily basis. Some of them are rude and irate, and others are lovely. But whatever they are like, I am always the model of professionalism and politeness because otherwise I'd get the sack before you could say "Press one to speak to unhelpful nobboid"

There is no excuse whatsoever for this example of shoddy service. Whatever happened to the customer is always right? These companies are happy to take (often obscene amounts of) money from you, so their service should match.

I hate call centres.

[lovecat]

I think I'll wait for my gas to be reconnected before I complain... but yes, I will. I would hate another, more fragile person than me (I thought I was quite unflappable and I burst into tears!) to be subjected to that kind of behaviour.

[SheikYerbouti]

They have promised to send someone out at 1pm so they have to deliver

You don;t have a problem with Transco per se, just this horrid woman. Ring them now, and make this clear. Get the bloody mad bitch off the phone before she gets to let rip at some poor vulnerable elderly woman or similar.

[Chequers]

Message withdrawn

[chrissnow]

chequers - I think you must have worked at the same call centre I used to!!! We did get rumbled once though. A satisfied (yes really) customer called to speak to chrissnow the really helpful supervisor!!! eek. Had to do major blagging to get out of that one!!

[margoandjerry]

I had a call like this with a woman from the Argos call centre.

She was horrible to me and I was quite horrible back, to be honest!

Then suddenly she burst into tears and told me her auntie was in hospital and she was very worried and I burst into tears and told her I was 8 months pregnant and dealing with developers drilling in the next door building for 10 hours a day for the past 10 months.

We both sobbed and apologised to each other and she sent me £20 of Argos vouchers

[chrissnow]

I had a vile vile vile woman at Indesit once when I was 8 months pregnant and dd1 was 10 months old and sitting in a v grubby babygro because their washing machine had broken within a month of buying it and they couldn't seem to get parts/engineers/both at the same time etc etc etc. She made me cry then said 'Oh I can't deal with you when you're like this' and hung up on me!!! Luckily I always take down names before I do anything else. BIG MARKER PEN on paper, date/time/name. Every time. DH called her back once he'd calmed me down. I have never faound out exactly what he said or to whom, but we had a brand new washing machine delivered the very next day (which apparantly was impossible!!!)
Def complain.