ME: OK, I’ve got a complaint form open now, go ahead and describe what went wrong for me.
CUSTOMER: Well, I called you guys yesterday to have you send someone out to [perform a service]. I took the day off from work so that I could be here when he showed up. Well, I get a call from the guy at the last minute, saying he isn’t going to come because his daughter was in a car accident. I called you guys back, and you said you couldn’t send someone else out until tomorrow! I missed a day of work!
ME: Ok, slow down please ma’am, I’m trying to get this all typed up. I got as far as the part where that guy’s daughter was in a car accident. Could you take it again from there?
CUSTOMER: Yeah, you guys won’t send anybody else till tomorrow, and I missed a day of work!
ME: Ok, ma’am, I’ve registered your complaint, and I’ll make sure everybody sees it.
Customer: Thank you, goodbye.
So I figure you guys count as part of ‘everybody’.
As complaints go that one wasn’t too bad. Considering that she seems quite justified (based on what you conveyed here) she seemed reasonably calm & polite.
I have a theory.
The lady who called in the complaint is the daughter who was in the accident.
But the motive…
I have a few theories.
Theory #1: The daughter wanted her fathers attention so she calls in for ‘techincal support’ knowing fully fully well that he was the only person currently hired in the company apt to fix it. Her plan was working fine as far as she knew, but later on that day she got a call from her insider friend, Sarah, who during casual conversation she tells her that there’s been a new person hired who has certification to fix the problem. This plants a seed of doubt in her mind. It was now a coin toss between her father and the new guy. She could not take this chance, so she gets into a car accident on purpose playing daddies feelings to reel him in. And he falls for it. Afterwards, to cover it up she calls up the office to file a complaint.
Theory #2: The technician was in on it, and gets his daughter (as of yet it is not known whether his daughters participation was willful), to call in a complaint of a certain kind, knowing that he was the only one available for the service. He then volunteers his daughter into a mild car accident, then has her call in as the customer complaining. He ends up spending the whole day off work with his daughter at the hospital. As a result he might even get some sympathy days off.