
Arizona Rainman PhotoShop Satire
If you’re following me on twitter, you know that I had a nightmare of a weekend. My beloved new iPhone 4 was stolen. I’m going to give you the short rant, and I’ll get to the real story.
Don’t parents teach their kids any value? Honestly, it’s not like a middle school girl is going to be able to activate that expensive phone and it’s not like she’s old enough to sell it on ebay. I secretly hope that your mom and/or dad have strong morals and find out that you stole some poor wedding coordinator/blogger/graduate student’s lifeline and punishes you until you are 18 for it!
With that said, I want to detail my service experience. I have blogged a bit about services quite a bit lately (here and here). Studying hospitality management and working in the services industry has really made me see every service experience from a new perspective. Despite the fact that (in this scenario) I was the upset customer, I saw the situation from an objective and almost academic point of view. Here are my observances.
As soon as I realized the phone was gone and someone else had it, I went back to Macy’s and asked the 2 women who worked near the dressing room (and who had checked me out when I had made my purchase 10 minutes prior) from which the iPhone had been stolen. I was in a panic; they were SO slow to react and their “sympathy” was so fake that it was partially disgusting.
When the Macy’s Loss Prevention manager finally made an appearance (15 minutes later), she pretended to be helpful by walking us to the mall security guards. When we asked her about the security cameras, she said she couldn’t refer to them (Seriously lady? You are a loss prevention manager who can’t refer to your own security videos! I’m certain you’re lying, but I won’t call you out on it. I’ll just blog about your lies later.) We asked her about the video again about 5 minutes later (she had been “searching” for the phone with us). She said, “when do you think it was taken,” I told her approximately 25 minutes prior. Without giving it a moment of thought she responded, oh no, I had the camera somewhere else on the second floor at that time. (Seriously lady? You have one security camera in the store that floats around and at the time it was floating on the second floor. I think not!)
Now, Apple and/or AT&T are perfectly capable of tracking the phone. But they won’t. They can’t be bothered with pushing a few dozen buttons, unless of course you pay for their $100 Mobile Me application (prior to misplacing your iPhone or having it stolen). Fine. People lose their phones every day and it’s not your problem to save the world. Don’t lie to me and tell me you CAN’T. You can. You won’t. End of discussion. (I can’t believe how little money I’ve spent with these two companies over the last two years to get such stellar service </sarcasm>)
Now, the police officer who filed my police report was very pleasant. The mall security guards provided the best service of the night. Their sympathy was genuine. The iPhone thieves told me that they would leave the phone by the bar (they were “afraid” to get in trouble if I saw them…ugh) and mall security helped us look for everything in the mall that might be considered a bar. I was very pleased with mall security, but in the end there was nothing they could do–they were mall cops!. If Apple or Macy’s had provided half the service that mall security did, I may have found those little bitches misguided teenage girls who took my lifeline!
In short, mall security was wonderful. Unfortunately, the same cannot be said for the Oviedo police department. The corporal who filed my police report told me to call the following morning, if the thieves turned my phone back on, because the investigations department could possibly track the phone. Sure enough, my phone was back on in the morning. I called and the nice lady who answered the phone told me that investigations could track it, but they wouldn’t be in until Monday (it was Sunday). I called on Monday (yes, I left my phone service on for all of those days…silly me!) and investigations told me they could track it, but that the case had not been assigned to them. If I wanted to see about getting the case assigned to investigations, I had to contact the Corporal who filed my police report and he would not be in until Wednesday. (You think I’m leaving my phone service on until Wednesday? That phone is long gone. Case closed.)
And so there you have it…my less-than-acceptable service experience.
A special thanks to my parents who provided amazing service by helping me deal with the financial burden of having my iPhone stolen.