What freaked your geek today?

Can I tell you I nearly lost my mind on a customer service rep yesterday? I should give the back story that I worked as a CSR for about 2 years (ages ago), so I take customer service seriously. I’ve been the rep who had to talk to angry, upset, confused people on the other end of the line. I get the struggle. I should also let you know that my computer decided to restart while my post was scheduling, so this is the second time I’m writing it. So, I just had a “You’ve got to be freaking kidding me” moment.

So let me set up the situation. I needed to replace the range in a property we own, so I ordered one online from a major home improvement company. When I submitted my order, the site informed me I would have free delivery and hookup. Sweet. So the range is delivered, and I think everything is good. Until my management company told me the delivery people just left it and did not hook it up-leaving my tenant unable to cook. Not good. The delivery guy told the tenant that they don’t do installation, and that it would cost an additional $200 to install the oven. Ain’t that some sh*%?

I immediately called the company, and the CSR informed me that they only hook up electric ranges for free because the gas ranges require a certified technician. (She told me this more than once which was infuriating because I got it the first time). I informed her that this did not negate the fact that their website said free hook up and did not warn me that there would be an additional $200 fee. Who needs a stove that’s not hooked up? I told her it was a bait and switch. She then said the words that sent me over the edge into irate customer mode: “I’m sorry you feel that way.”

Excuse me? What? You’re sorry I feel this way? No, you’re sorry you have to talk to me and that I have valid, logical points and you don’t know what to say. Emotions and feelings had nothing to do with the facts that I was telling her. Then she offered up a manager to me. Another CSR no-no in my opinion. So I spoke to the manager.

He told me that I was right about the wording being misleading. He also informed me that they had forwarded this issue to corporate (I wasn’t the first one to challenge the wording). He then gave me a sizable discount on the range, and I’m going to have my management company handle the installation. So I was happy in the end.

So why am I writing about this? I wonder what you guys think about using “I’m sorry you feel that way” as a rebuttal. Do you find it as insulting and infuriating as I did? Am I crazy?