We don’t want to be mean on the phone, we just need a job and have to follow there rules, as unfair as we agree they are, just to keep paying our bills. In training they leave out so much, when you ask “why” they tell us “that’s the way it is” as unfair as we think it is. When we raise our hand to ask for help, they yell at us to “put our hands down and handle our own calls”. When we try to be nice and really assist someone, we get yelled at for taking too long. They tell us we have to keep our calls under 4 mins and yell at us when we don’t. The way they treated us is terrible as customer service reps. I’d hate to find out how the order process was before they made it this ‘easy’. Really? I’ve been trying to get this damn thing for over a month now. The website says We’ve made getting an I-PASS as easy as possible. In fact, the status page says Please check again in the next few days. Except that was two hours ago and when I check now it’s still “pending”. Your account will typically be activated within 30 minutes for use on the Illinois Tollway system. This morning I went to the I-Pass website and activated the I-Pass online. The transponder even has an activation code on it! Nice! This time I got a nice little box, which seems a lot less dodgy than the brown envelope with foil that I received last time: Well I sure as heckfire am not going to order another one online, so I went over to our local Jewel-Osco in Round Lake Beach and bought one there. In any case, the person I spoke with yesterday promised to send me a check with my $50 back and instructed me to order another one online or just go to Jewel and buy one there. So how could I have possibly known that it was already activated? I surely don’t start driving around with the thing unsure if it’s activated or not?! When I called and gave them my details, which they then looked up in the computer, they told me it needed to be activated.The website says that new transponders need to be activated.The I-Pass I received in the mail included a flyer that specifically said that new transponders need to be activated online or by phone before use.She was surprised that I didn’t understand that I-Passes ordered online are already activated and told me that I should not have sent it back. ![]() I called them yesterday and this time another person, who seemed be more knowledgeable than the first one, explained to me that I-Passes ordered online are already activated! She put me on hold for about 15 minutes as she searched for my I-Pass and letter, but never found it. After three weeks I had still not heard back from them. ![]() I included a cover letter explaining what happened. When I called the service desk at the end of last month they told me to send it back and they’d send a new one. I had received it in the mail last month after ordering it online, but the activation code and account number were missing. (see part 1 for the beginning of this saga) It’s been over three weeks since I was instructed by the Illinois I-Pass service desk to send my I-Pass back. Posted on Sunday, February 22nd, 2009 at 11:20 am CET
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