Opportunities wasted

My son has T-Mobile for his cellular service. He went to a local franchised store to get a phone, and in the course of the transaction, the associate didn't give him his ID back, and he forgot to ask for it. Crap happens, everyone is human. When he was called later to notify him that his ID was there, he said "I don't have a ride to get it, I'll be back when I can." He could have called me to help him, but he knows we're quite busy here and it would be a bit of challenge getting it for him with everything going on over here.

Getting the ID back has proved impossible, and has demonstrated this local franchisee's lax levels of customer service. I spoke to the store manager yesterday, and was given one set of information. My son was there the day before but nobody could find it, and as such, he couldn't start a new job since he needs the ID to demonstrate eligibility to work. He called again today and was told the regional manager took the IDs to the DMV "to be mailed" but they automatically get shredded due to security regulations. OK, fine, but be honest with us, and say "sorry, they get shredded". Or maybe if your store routinely has a stack of IDs, get on the ball and make sure the IDs get returned.

On the first visit, my son was told that someone may have taken his ID home even. Uh, hellooooo!!! Now we're looking at the potential for identity theft! I am beyond livid with these individuals for their slackass handling of this, plus the appearance that there is a repeated problem with failing to return IDs, and the store manager not having the keys to the safe while in the store. My son called the corporate office to find out what he can do about it, and the corporate line said he would need to handle it locally. Well, clearly after the store manager gave me a line of fluff while I was there, and then told my son the regional manager took the IDs to the DMV, we were not going to get far locally. He called the store to find out the corporate number for the franchisee owners, and was told "1800TMobile" and the person hung up the phone.

I was done. Two trips to the store to attempt to retrieve the ID, various stories given about what came of the ID, the possibility of identity theft being raised, the abrupt response and disconnect, all left me livid. I called TMobile corporate on my son's behalf. Yes, he's 21, but he's also got a snot-filled head, and coughing, and I've got some skill in dealing with customer service.

I spoke to Adrian at the corporate office, related to her what our experience was and that we're horribly frustrated, having to replace the ID, and that now personal information has been compromised, leaving us facing any number of scenarios. Then there's a week of lost income for not having the ID. Plus, the store had the opportunity to demonstrate stellar service, and instead took the crappy path. Just be honest with us if there's a problem. If we had to get a new ID because his was shredded, we could've dealt with it Tuesday, yesterday, or this afternoon between appointments for my dad instead of chasing down bad information and service, and trying to sort around other logistics tomorrow or Tuesday - both horribly busy days for the DMV. We can't do it Monday because it's a holiday. Adrian offered a partial credit toward the ID, and advised us on putting a consumer statement on the credit files (which we already knew to do). She apologized for the way things got handled, but she shouldn't have to be the one to apologize. She said she would be forwarding the complaint to the company's appropriate channels.

When tasked with serving customers, mistakes can and do happen. However, HOW the rest of the problem gets handled makes a huge difference. Owning up to the error, apologizing for it, and doing what you can to rectify it will leave a positive mark for the customer. I will say that given the entitled mindset of a huge segment of the population, some people will never be satisfied because their tush wasn't kissed enough. But if there is an opportunity to make a positive impression, do everything possible to avoid warranting a call to corporate to have me vent about the poor service. I've been on the receiving end of those kinds of complaints and they are no fun. It's not cool to have to apologize for the errors other people make. And when you have to complain about someone else, be as kind as possible to the person tasked with taking your complaint. How you lodge it could have an impact in the resolution you get from them. They're trying to make it right with you, they don't deserve being abused for the screw-up someone else caused. They are taking the opportunity the first person didn't take.