As a former (YAY! Have I said that often enough?) Team Lead , I no longer have to deal with the Help(less) Desk; however, as a shopper at Target, I still have to deal with the consumer help line. I received two of four new chipped REDCards last week. I waited patiently and called yesterday to inquire as to when I might receive the others.
First of all, it took three calls to talk to a Team Member because my card number wasn't recognized and the last four of my social weren't recognized. After several attempts, I was disconnected at which point I called back and started punching random numbers.
On third call, I finally got a human, sort of. I explained my concern that perhaps one envelope had gotten lost. She explained in broken English that it was impossible for the cards to have been lost or stolen. "It just does not happen that way." Really? No one has ever had mail stolen? Never? "Please do not worry. Your cards will arrive today." Well, it's already today and the mail has come and I don't have my cards, I foolishly explain. This did not compute. So I thanked her and called another Team Member.
I explained the situation to him who then stated that it was impossible that I had not received all the cards. "It just does not happen that way." Is this a new tag line in customer service? Denying reality in the face of reality?
When I finally convinced him that I in fact had not received all four cards, he explained that the other cards would arrive soon. "We always mail the account holder's cards first, then mail the secondary card holders." This is not true, as I am the account holder. Then he suggested that my cards would arrive "tomorrow at the very latest." When I suggested that perhaps the cards had been stolen or lost, he insisted that "It just does not happen that way because we have trackers on the mail and there is no return mail information on my account." Does it make sense that if the card was stolen that there were be no return mail information on my account? Not to him.
It is now "tomorrow." I did not receive my cards. I give up.
My apologies for the long post, but I think you need to know that what your "guests" go through is no better than what we as Team Members go through every day.
First of all, it took three calls to talk to a Team Member because my card number wasn't recognized and the last four of my social weren't recognized. After several attempts, I was disconnected at which point I called back and started punching random numbers.
On third call, I finally got a human, sort of. I explained my concern that perhaps one envelope had gotten lost. She explained in broken English that it was impossible for the cards to have been lost or stolen. "It just does not happen that way." Really? No one has ever had mail stolen? Never? "Please do not worry. Your cards will arrive today." Well, it's already today and the mail has come and I don't have my cards, I foolishly explain. This did not compute. So I thanked her and called another Team Member.
I explained the situation to him who then stated that it was impossible that I had not received all the cards. "It just does not happen that way." Is this a new tag line in customer service? Denying reality in the face of reality?
When I finally convinced him that I in fact had not received all four cards, he explained that the other cards would arrive soon. "We always mail the account holder's cards first, then mail the secondary card holders." This is not true, as I am the account holder. Then he suggested that my cards would arrive "tomorrow at the very latest." When I suggested that perhaps the cards had been stolen or lost, he insisted that "It just does not happen that way because we have trackers on the mail and there is no return mail information on my account." Does it make sense that if the card was stolen that there were be no return mail information on my account? Not to him.
It is now "tomorrow." I did not receive my cards. I give up.
My apologies for the long post, but I think you need to know that what your "guests" go through is no better than what we as Team Members go through every day.
