The other day, I ordered something from Walmart and the order was totally screwed-up on their end. I've been trying to unscrew it for two days now and they seem to have their Customer Service deliberately crafted to make sure Customer Service never gives any customers service. I could not explain the situation to anyone who is (a) in this country and (b) has the power to do anything.
By calling the main Walmart Customer Service number, I get a "lady" who introduces herself as their A.I. Customer Care Agent and who starts off our relationship by warning me that she's "still learning" and may get things wrong. I almost gave up the moment I heard that.
And then she proceeded to get everything wrong, starting with the current status of my order. In fact, when I just called up to verify the exact title she says he has, she assured me that my order is "on the way" — their app says it is not — and that it will be delivered to me by 11 PM last night. Which it wasn't. So "she" doesn't even know what day it is.
She's programmed with a number of different responses which in no way respond to the questions I'm asking her. I tried asking to speak to a human being and she understood that but her reply was something like, "I know sometimes, you'd like to talk to a human being but let me try solving your problem." Eventually though, she figures out that it's just one of those problems she hasn't been programmed to solve so she connects me with a human being not in this country.
I've tried this a number of times just to see what would happen. The first person she connected me to was in Nicaragua. The second was in The Philippines. Neither one could solve my problem but the lady in The Philippines agreed to connect me to her supervisor who, in turned out, was also in The Philippines. The supervisor said she would fix the problem and if I don't receive an e-mail within the hour fixing things, I should call back.
Of course, I received no such e-mail so I called back…which meant calling the A.I. Customer Care Agent and going through her trying to solve the problem and refusing to send me to a human until finally, she connected me to a human. this time in Egypt. The Egyptian lady was very nice. In fact, all the folks I talked to in other countries were very nice and they dutifully read their scripts apologizing for the problem that they didn't cause and were powerless to fix. Later, I talked to another person in The Philippines and one in India.
The problem is not that they're in another country. It's not even a language problem. It's that they simply haven't been given the power to do much more than apologize.
During this time, I also tried calling the Walmart store in Burbank which is theoretically fulfilling my order. I got a voice that told me to press "1" for this department, "2" for that department, etc. I tried several of those numbers but each time, the phone would ring and ring and ring…and after twelve or thirteen rings and no one answering it, I'd get a recorded message telling me that "due to higher than usual call volume," no one could take my call and I should call back later. I called back later a few times and got the same recording.
If you're wondering why I didn't just give up…well, I did. I'm just writing this because it helps me to stop thinking about it. Please don't write and tell me of your experiences in similar situations. I'm not thinking about it anymore except to wonder how many complaints Walmart must get that they need call centers in at least four countries to deal with them and not solve my problem. Maybe if they empowered someone — A.I. or human – to actually fix things, they wouldn't get so many calls.