MBA WITH COMPUTER TERRORIZES CUSTOMER

I just had another “on-line” experience with a big company—you know, the frustrating kind of experience one has trying to communicate with computers and foreign answering services. The outcome of the encounter may end up being tragic for a young student in Belize.  Apparently, the company was trying so hard to be efficient, it cost them a customer—they terrorize me. This problem could have been avoided by firing their MBA consultants who have an insanely inapt and amoral focus on the bottom line and show some empathy for their customers by hitting their damn computer with a sledgehammer.

My wife asked me to send tuition money to a student; simple, I told her, I could do it in minutes. Five days later after I arranged to send the money for instant delivery, I am still wondering what is happening. The company sent me two emails; one to tell me the money is in Belize waiting to be picked up the second was that they would send the money as soon as I paid their bill.

The person in Belize called the next day and told me the company (their agent in Belize) told her that the money was not there. Through a clerical error, keep in mind all clerks are computers, I received two different e-mails stating two different fees but failed to notice that the 10 digits tracking numbers buried in the e-mails were different. Of course, the companies create tracking numbers to make everything more efficient. I called my bank, which told me the company had withdrawn the money to pay the higher fee.

I called the company to find out what happened. To condense several calls into one sentence, the service person told me that I had not paid my bill but she would transfer my call to another service representative but she said that no one answered. She asked me to call the number she gave me—as if some one in their own company would answer me when they would not answer her. After several confusing exchanges of irritating e-mails and frustrating but not rewarding telephone calls to the Philippines, I received a gushy e-mail message from the company.  They asked me if I would be willing to fill out a “customer service” survey. How efficient was their service representative? Could I understand him or her? Were they polite? Did they know how to solve my problem? Did they solve my problem? They never solved my problem and I told them so but as expected, I never heard back from them. Then they added that they were pleased I took their survey so they could improve their services. Probably, what they will do is fire several under paid working girls even though they were very polite and sounded as frustrated as I was. A greedy MBA with a computer strikes terror in to the hearts of their customers. 

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