Current Events > Ugh I went 'Karen' with Uber Customer Service chat.

(+) Yeah! (+)

By asking to speak to a supervisor. Little ashamed of myself, but it was frustrating. Prepare for a long post you don't care about and probably won't read. But this is BlogFAQs damn it!

Amex gives me $15 credit each month with my card. Credit expires at midnight when the month turns over and then you get new credit.

On May 31st I place a cookie order so I can give the cookies to a food pantry or someone on the streets as I don't want the credit to go to waste that month. I look today and apparently it wasn't processed until June and so, it was deducted from my June credit.

Chat 1:
Me - Hey this is what happened.
Rep - Looks like you ordered on May 31 and it was processed in June.
Me - Weird. Well the credits are supposed to be good through the month, it was deducted following me placing the order, and so with me being an ignorant customer, it shouldn't matter when it is actually processed in your end. That's your system.
Rep - Yes the credits are good through the month, but your order was processed on June 1. The credits that were deducted were an authorization hold. We recommend placing your order 48 hours before expiration.
Me - Then they aren't really good for the entire month if they can only be used for 98% of the month. No where in the terms and conditions does it state that or that there is a processing lag.
Me/Rep - Proceed to go in circles for 10-12 more messages.
Me - OK, well is there someone else I can chat with or a number I can call to escalate this?
Rep - You have reached the highest level of support and we currently do not have phone support. We appreciate your patience and understanding and we are sorry that this isn't the result you were looking for. Since nothing else can be done, I will be disconnecting.

It asks me if my issue was resolved, I click no, and it sends me to another rep.

Chat 2:
Me - Hey this is what happened.
Rep 2 - Thanks for being a loyal supporter! Let me check real quick.
Rep 2 - Sorry for the wait and inconvenience, we have credited it back. Thanks again!

customer support is literally a bigger lottery than the actual lottery

also never feel guilty/karen-y for asking for escalation if you truly feel and know you've been wronged. never roll over to a big company just because they have thousands of random reps scattered across the world

and also never take it out on the rep themselves (which i'm not saying you did, just generally). the rich corporations of the world built this system so nobodies like us would fight each other tooth and nail over $15. sadly they're just trying to make their bread as you are too.

Considering that the second agent did it easily without fuss, I would say you're good. I hate that, the first agent was either ignorant and/or arbitrarily decided to deny you and stuck to their guns even if they knew they were wrong.

Youre not a Karen until you start being rude, this seems fine.

I was trying to upgrade my internet through my ISP. They repeatedly told me through Online Chat that I needed to call.

I called about 15-20 different times on different lines at different times. Each and every time I would talk to the robot that answered and be put on hold to wait for a rep and the call would just drop after about 5 mins of holding.

An internet and phone company that can't sort out its own phone lines...I just switched providers.

Darkinsanity1 posted...

Considering that the second agent did it easily without fuss, I would say you're good. I hate that, the first agent was either ignorant and/or arbitrarily decided to deny you and stuck to their guns even if they knew they were wrong.

See no, I disagree. I GUARANTEE Rep 1 was actually following company policy and Rep 2 was either the ignorant one or just didn't give a fuck. If I was rep 1 I would be fucking pissed.

It's annoying as shit to spend 20 minutes arguing with a customer because of a company policy you HAVE to follow (places like this always monitor your shit), just to have some little fuckwad just say "Ok here you go". And now when that customer calls back again they are just going to expect to get their way again because "ummm the rep did it last time do it again".

Change the policy. It isn't rep 1's fault.

AvlButtslam posted...

Youre not a Karen until you start being rude, this seems fine.

The rudest I think I got to was saying that what he was saying was illogical and that this is the worst customer experience I have received. Which honestly, it was. You can't keep saying the credits are good through the end of the month when they aren't due to some invisible processing.

Dingydang166 posted...

See no, I disagree. I GUARANTEE Rep 1 was actually following company policy and Rep 2 was either the ignorant one or just didn't give a fuck. If I was rep 1 I would be fucking pissed.

It's annoying as shit to spend 20 minutes arguing with a customer because of a company policy you HAVE to follow (places like this always monitor your shit), just to have some little fuckwad just say "Ok here you go". And now when that customer calls back again they are just going to expect to get their way again because "ummm the rep did it last time do it again".

Change the policy. It isn't rep 1's fault.

Yeah, this too. The real problem is the lack of consistency, we dont know if that's the case or not but you're right, there is a good chance that it is the case lol