Vent: A customer's 'simple' return turned into a 3 hour phone tree loop

Had a guy come in last Tuesday wanting to return a power drill he bought 4 months ago, no receipt, and it was clearly used on a big job. The system flagged it, so I had to call our support line, which put me on hold, transferred me three times, and disconnected twice. Has anyone else had a basic store policy issue eat up a whole morning because the phone support is broken?

3 comments

3 Comments

felixramirez11d ago

That sounds like my entire week with the supplier hotline.

the_holly11d ago

Did you see that article about how supplier hotlines are the new circle of hell, @felixramirez?

carr.brooke9d ago

But have you actually tried calling them at the right time? I got through to my main parts supplier in under two minutes yesterday because I called right at 8 am. Their new automated menu even let me skip the hold for a callback.