On the phone: 1 1/2 hours, 1 hours on hold. In line: 2 1/4 hours. Situation: Didn't document it enough. Laptop is locked in processing; it will have a second delivery attempt on Monday. I'll be away. I've talked to the supervisors at the local plant, but they're night supervisors. I've waited on hold for an hour or so for the call center, but I'm not a big enough customer. And it's really really clear that there's a disconnect between the local hub and the call center; I'm pretty sure that this isn't fixed in part to allow the various employees some freedom--but they're all pretty low paid, and I'm one package in thousands. Since I didn't save the delivery note, and since they don't give you a tracking number on the phone call, the call where the call center agreed to have it for pick up AND PUT THIS IN THE SYSTEM (if I call the number on the note, it says "we will confirm your pickup" which they did.) but the local supervisor, Thelma Barkus, took the note to try and track the package.
More fool I to not keep the note and provide her with a copy of the tracking number.
And...the call center people (Angelica, Michael) can't directly help, and the supes aren't available (hey, if you're on line for 20 minutes, you're not getting answered.
Total Time:
In line: 2 1/4 hours.
Situation: Didn't document it enough. Laptop is locked in processing; it will have a second delivery attempt on Monday. I'll be away. I've talked to the supervisors at the local plant, but they're night supervisors. I've waited on hold for an hour or so for the call center, but I'm not a big enough customer. And it's really really clear that there's a disconnect between the local hub and the call center; I'm pretty sure that this isn't fixed in part to allow the various employees some freedom--but they're all pretty low paid, and I'm one package in thousands. Since I didn't save the delivery note, and since they don't give you a tracking number on the phone call, the call where the call center agreed to have it for pick up AND PUT THIS IN THE SYSTEM (if I call the number on the note, it says "we will confirm your pickup" which they did.) but the local supervisor, Thelma Barkus, took the note to try and track the package.
More fool I to not keep the note and provide her with a copy of the tracking number.
And...the call center people (Angelica, Michael) can't directly help, and the supes aren't available (hey, if you're on line for 20 minutes, you're not getting answered.
REALLY irritating.