Had an issue recently with UA's Philippines call center.
Long story short, after three months trying to help a client use UA vouchers, wherein each call to UA started with my giving them the voucher information and asking for a confirmation that the flights being sought were valid for the voucher, at the last minute, after the bookings were made and a confirmation number given, the system kicked out the reservations.
There was a hidden rule that neither I nor the Agent could see in the accompanying documentation. The intended use was lost, as where the vouchers entirely given their expiry date. (NB: there were three months of calls leading into this.)
I complained to a supervisor and asked he get back to me. Here is what he did:
He sent the web-based customer service system an email where he pretended to be me, down to making it look like it came from my email account.
He used all caps.
He used poor grammar.
He got the facts wrong.
The agent who responded some 10 days later just dismissed my complaint as jibberish, which in retrospect it was - because the UA Supervisor was too lazy to do his job.
When I complained about this, I simply recieved another dismissive note stating that because the the new Agent couldn't find the vouchers in my name, I must not have any real complaint. This agent couldn't be bothered to actually communicate with me to learn the particulars.
Ten days later - still no reply to that hot mess of UA Cust Serv fail.
Is it just me, or is spoofing an email of a customer just reek of poor CS? Is it wrong to expect an agent will actually contact you, when requested, to learn the particulars of your complaint?
For me, it's hard to imagine how UA could get any worse ... but then we don't have to imagine, do we? We simply have read through this forum.
Who would have thought I'd ever long for CO?
Long story short, after three months trying to help a client use UA vouchers, wherein each call to UA started with my giving them the voucher information and asking for a confirmation that the flights being sought were valid for the voucher, at the last minute, after the bookings were made and a confirmation number given, the system kicked out the reservations.
There was a hidden rule that neither I nor the Agent could see in the accompanying documentation. The intended use was lost, as where the vouchers entirely given their expiry date. (NB: there were three months of calls leading into this.)
I complained to a supervisor and asked he get back to me. Here is what he did:
He sent the web-based customer service system an email where he pretended to be me, down to making it look like it came from my email account.
He used all caps.
He used poor grammar.
He got the facts wrong.
The agent who responded some 10 days later just dismissed my complaint as jibberish, which in retrospect it was - because the UA Supervisor was too lazy to do his job.
When I complained about this, I simply recieved another dismissive note stating that because the the new Agent couldn't find the vouchers in my name, I must not have any real complaint. This agent couldn't be bothered to actually communicate with me to learn the particulars.
Ten days later - still no reply to that hot mess of UA Cust Serv fail.
Is it just me, or is spoofing an email of a customer just reek of poor CS? Is it wrong to expect an agent will actually contact you, when requested, to learn the particulars of your complaint?
For me, it's hard to imagine how UA could get any worse ... but then we don't have to imagine, do we? We simply have read through this forum.
Who would have thought I'd ever long for CO?