Wednesday, August 29, 2007

Spending my life on hold

I've been on the phone a lot lately, re-establishing our lives here in the US. One of my major phone buddies these days is US Airways - they're the ones we're going after for our $800, since the flight was technically a US Airways flight. It's taken quite a few phone calls so far and there's no end in sight, in the near future at least. Everyone is as baffled by our situation as I am.

The problem is, the number in their refunds department that I always have to call has an extraordinarily long wait time. Each time I call, I can count on being put on hold for 30 minutes. This is even after I've established a case with them and have conversed with their representatives several times.

Finally, yesterday, I asked the lady if I could have the direct number for Ms. Mendoza* so I didn't have to wait THIRTY FREAKING MINUTES every time I have a hankering to get my money back. Cell phone minutes do not grow on trees, you know. But she told me - get this - that there isn't a direct number to her. You just have to call through the main feed every time and then ask for her.

In my mind, I thought, "Really, US Airways Phone Lady? That's the only way to get through to her? So when her boss, or you, for example, want to call her, you have to wait 30 minutes on hold, too? You cannot possibly be telling me the truth."

What I said was, "That's a shame. Thanks anyway."

I've got to work on my assertiveness before their pseudo-inspirational hold music drives me insane.

*On the plus side, every time they manage to foil my plans, as above, I take great comfort in shouting, in my best McBain voice, "MENDOZA!!!!!!!!!!!!!!!!!!"


Kristen said...

Mmmmmm....that was satisfying.

Suzanne Bubnash said...

Today it was my turn to speak to Ms. Mendoza. When she herself personally answered my call (after at least 40 minutes of dumbed-down music) I felt privileged having a direct line to the supreme being in US Air Customer Refund Dept. Then she cheerily commented that the wait time today isn't too bad! Of course it's not, if you're on her end of the phone. She recommended Bridget call Royal Jordanian, but being the black hole that it is, that would eat up a month of cell phone minutes all at once, as they don't actually have any real people working there.


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