A customer who had cause to complain about his mobile phone’s lack of signal abroad, in countries he had specified he wanted to use it, eventually got a supervisor from the network provider to agree to upgrade the phone without surcharge fee and on the existing contract. The supervisor had promised to contact the customer’s phone shop to authorize the upgrade.
When this authorization failed to turn up the customer called the network provider again on the same customer service number and asked for the supervisor. A different man came on and told the customer there was no record on the system of any discussion with the alleged supervisor. Such authorization would never have been agreed. All of which called the customer a liar. In fact there was not even a single record of the customer’s previous complaints and request for roaming services. The most the organization’s network supervisor would admit was that the earlier call could have been diverted to any one of a number of locations.
When this authorization failed to turn up the customer called the network provider again on the same customer service number and asked for the supervisor. A different man came on and told the customer there was no record on the system of any discussion with the alleged supervisor. Such authorization would never have been agreed. All of which called the customer a liar. In fact there was not even a single record of the customer’s previous complaints and request for roaming services. The most the organization’s network supervisor would admit was that the earlier call could have been diverted to any one of a number of locations.
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