Part Three: We know we are to blame but… *shrugs*
Now the blame game starts…. Miami blames Ocala. Ocala says Miami should be able to fix it. I am still sitting there like my time is not valuable while they have an inventory full of my item that they KNOW they sold me one of but REFUSE to figure out how to give it to me.
It is now 4:45… and the “manager on duty” is going home… so now I am being introduced to a new “manager on duty” who is supposed to check the system at 4:50 (not sure what could happen in 5 minutes but…I am trying to remain hopeful).
At 5:00 (no I would not normally quibble over 10 minutes… but at this point I am annoyed) he says he is going to go check in OMS system and be right back.
30 MINUTES LATER nothing… I walk up to poor Samantha who quickly tells me he is on the phone with the corporate which is why he hasn’t been back. 10 minutes later he comes back to say that no one in corporate can fix this problem either… so my mother needs to BUY ANOTHER LAPTOP OVER THE PHONE WITH HIM and then she will get a refund at the Ocala store.
I knew that didn’t go how he planned because as soon as he got off the phone with my mother who I am sure was as unhappy at this point as I was, I see him doing quite a few keystrokes and gift card swipes. He gets my computer and completes the transaction (with a price adjustment in penance) … and hands me the laptop.
YES YOU ARE RIGHT WHAT HE DID… COULD HAVE BEEN DONE 3 HOURS EARLIER!
At this point I am exhausted, I ask him for the name of the manager so I can discuss my 3 hour ordeal.
To which I am told THE MANAGEMENT TEAM IS STILL IN THE SAME MEETING!
But he gives me their names and then asks me to give him my number because the manager will call me as soon as their meeting is over.
With a sigh and a shake of the head he says “You have been waiting so long you deserve a call.”
At least someone feels my pain. I thank him for his time and effort and I walk out the door.
(Time Check: 3 hours since I first walked in the door 5 hours since the purchase was made…. And yes ALL the managers are still in this meeting.)
That was yesterday… my phone is functional… and of I AM STILL WAITING FOR THAT CALL… I AM GLAD I DID NOT HOLD MY BREATH. At least I know that there management team’s customer service is consistent with that of their staff.