Another unrelated event, except it doesn't tie into anything
An old guy called up and said he had gotten a letter saying to activate his phone or return it. He was confused because he thought his phone was already active. I looked, and it was. I told him to disregard the letter. Then he asked me about another letter he got about special rates for people on medical assistance in Alabama. I asked him what the letter said. He said, "It says it's for people on Medicaid, but I'm on Medicare." I told him to disregard that letter, too. They gave me a 35% on that and said I was supposed to "research" the letter. If it's for Medicaid and he's on Medicare, what's to research?!
Meanwhile, back at the ranch...
Friday the calls were slow, so I looked at my most recent observations. I'd gotten a 75% for not telling a customer they had 30 days from their call to return the phone. I looked up the rule the Quality team cited, and it only said we had to note on the account that the customer had 30 days to return their phone. It didn't say, "Tell the customer they have 30 days to return their phone." So I e-mailed my manager that I was getting dinged for something the rule didn't state. She wrote back the rule did say that. I said no, it says, "The rep must note in the account 'The customer has 30 days from today to return the phone," not, "The customer must be informed..." I kept thinking she wasn't looking at what I was looking at or something, so this went back and forth maybe three or four e-mails. She said we'd meet about it.
So we meet and she has a fit and tells me I "don't know when to quit." Then she shows me she's been handed a copy of my e-mails to my previous manager, who I thought was my "buddy," about the STD e-mail. (I have to wonder if my current supervisor read the STD e-mail because she seemed to think the issue was that I was using e-mail too much, not the "STD" joke.)
I tell her that I find it interesting that in our group meetings she talks about this other guy Jarvis, and how he seems to e-mail or show up at her cubicle every hour with some sort of issue, and she can't even reply before he's written her again. While she says this she just laaaauughs and laaaaughs. "Oh, that Jarvis!" Now I raise one issue in an entire month and I'm an asshole! Then I point out nothing was done about the 60% she promised she was going to get cleared up! "Let's focus on this issue," she says.
Now here comes the real clincher. She plays me another one I got some crappy review on. This woman calls in and says she was told she was going to get a free Bluetooth with her phones. There is no promotion going for a free Bluetooth. She has either been misinformed or straight-out lied to. Unfortunately I have no means to send her a free Bluetooth. However, I tell her, she got RAZR phones for no charge when they normally sell for $80 at least, so that wasn't so bad, was it?
Guess what? I was "wrong" for trying to accentuate the positive! Yes! She tells me trying to smooth that over by telling the customer she still got a good deal was wrong! At this point I was ready to flip her desk over, smash a few windows, sock the security guard in the throat and get the fuck out of there. But of course that would just give everyone ammo for, "Oh, there goes that crazy ol' Art again! Doesn't know how to shut his mouth and curve his spine and be a good slave! Ho ho!"
Now somewhere in here I told the customer I thought we did have a deal where you got free earbuds if you had DSL. She said, "I got that." So there was more chastising from my supervisor that I didn't check into getting her earbuds. A.) I don't know if I didn't hear her say, "I've got that," or you could also take that statement to mean she had gotten her accessory pack with the earbuds. B.) The issue she expressed when she called in was that she was looking for the free Bluetooth she was promised, not that she wanted some cheap-ass earbuds.
Upon getting my astigmatized eyes closer to the screen, I now saw the earbuds weren't free, either. They were part of a $50 accessory pack. So now my manager wants me to call this woman back to tell her she can't have earbuds. This woman never expressed an interest in earbuds, and no one told her she was getting earbuds. Now I'm supposed call her back two weeks later to rub in her face she can't have earbuds she never expressed an interest in? WHAT THE FUCK?
"Don't know when to quit." What a barrel of shit. I sent one e-mail to follow up on that 60% and got no reply and nothing was done, so we see what "quitting" gets you. I quit when my fucking question gets addressed, just like your good pal Jarvis!
Now let's go back to my previous boss and STD's...coming in Angst III.
I think I would have flipped that desk over and shat on it already.