Wednesday, August 16, 2006

Today I discovered that someone I complained about was "let go" from their job.

I've been feeling horribly guilty about it ever since I heard this afternoon. I've spent a lot of time since then wondering if I could have done anything differently but I honestly don't think I could. I'll tell you what happened and I'll let you judge.

On Thursday, I had to ring one of my regular suppliers as I was experiencing a technical problem. When I got through to their customer support, the conversation started badly with the guy answering the phone telling me that I shouldn't be working, but rather should be out shopping like all women. Nice customer interaction.

On Friday he called me back and told me that he had done exhaustive testing and that there was no technical issue. I disagreed with him, telling him that I had numerous examples with exactly the same information or sources that was not experiencing the same problem. He got quite nasty and started talking to me as if I was an idiot, and ended the conversation by saying that as his exhaustive technical troubleshooting did not show a physical issue, and therefore I must have mental issues. When I asked to speak to his manager he said that he wasn't available and that there wasn't a problem. Then he hung up on me. Courteous.

I had a cry (combination frustration, anger and shock I think), and then called my account manager. I decided that I shouldn't have to put up with being spoken to like that so I gave her the details of the conversation. Later I got a very apologetic call from their Customer Support Manager. I said that I would be happy with a written apology and never having to deal with this guy again.

On Monday, I heard from another Customer Rep, who worked with me to solve the problem. Yes, the real problem.

Yesterday I got a delivery of a gorgeous bunch of flowers from their Customer Support Manager - apologising again and hoping that they brightened up my day - they did. I'm looking at them now and the gerbera's are making me smile. Gerbera's always do.

Today I was offered a job in their Support team, and also in their Quality team.

Then I heard that he was "let go". Apparently they have a tape of the conversation which reassures me that the decision was not made on my say so alone, but rather based on the facts. I'm relieved by this, but still feel guilty that I have contributed to someone losing their job. I cannot imagine how he is feeling, but I'm pretty sure that he is blaming me.


Shelly said...

Hi! I just found you from cmhl. I don't think you should feel bad at all. This person's conduct and attitude cost him his job, not you bringing those items to the manager's attention. You didn't handle the situation poorly, he did. And I will guarantee you that yours wasn't the first service call that he handled so poorly. But hopefully, it was the last! : )

thisisme said...

Thanks Shelly, I'm definitely moving closer and closer to that point of view. My instinctive guilt reaction is fading.

Mervin said...

Here, I do not actually imagine it may work.
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