I had about $500 worth of electronics gear stolen from my luggage in June. I spent several hours figuring out how to download the claim forms. After I filled them out, I got a brief note indicating that they received my submission.
Then I heard nothing. I spent many hours -- my guess is more than 20, mostly spent on wait times -- trying to contact somebody. I could get to an Indian call center, which could not give me any information on what to do.
After several months, I was informed that I had not included the tag from my baggage, which I did. I resent it. Many weeks later, I learned that I never sent it according to their records. After several iterations, I learned that my claim was denied because the company never received the tags.
A lawyer friend sent a letter to United. Now in January, I received a letter informing me that United does not accept responsibility for lost electronics.
I worked 15 years in IT but have abandoned the field. The soul destroying takeover of mini fiefdoms, each with their own sub-manager furiously justifying his own existence results in customer wait times of over a week to not fix their problem. Customer mgt. has entered the Dark Ages.
ReplyDeleteYou have been call centered. Have a nice day.
Have your lawyer friend send them another note, this one making Very Clear that they are STOLEN, not lost, electronics.
ReplyDeleteWith a copy to the Better Business Bureau.
The only thing that we know is that we know nothing and that is the highest flight of human wisdom.
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