Persistence pays off in marathon call
The other day, I spent 3½ hours on the telephone with Sprint trying to trace an order to replace my son’s cell phone. Despite being transferred and disconnected numerous times, speaking with incomprehensible folks with heavy accents, and being told by various people: a. they had no record of the order; b. they had an order but it was for a different phone; c. the confirmation number I had been given three weeks ago was NOT Sprint’s; and d. the order was stuck: I refused to give up. Each time I was disconnected, I called back, and finally—after they tried to recycle me to departments I had already spoken to—I insisted on speaking with a supervisor, and yes, I would wait. (At that point, I had been on the phone three hours with no resolution.) I admit I was nearly hysterical by the end of the ordeal, although I never swore, screamed, cried, or was overly belligerent to anyone. I was persistent, however, and I confess to laughing shrilly when I was told they found the order and it would probably be shipped any day now. Finally, I got the supervisor, who spoke perfect English although her voice was so soft and far away she sounded as if she were in India, and I impressed her with my need for satisfaction. She offered to overnight deliver the phone and did. I’d love to say I was triumphant, but since I recently extended my contract with Sprint, I feel trapped and shaken by how much of my life was lost on hold: God forbid I have a problem with my bill and have to call them again…