Seriously!! Where Has Good Customer Service Gone?

Those of you who know me, know that I abhor incompetence!

Well, Lila (check last post) has taken me over the edge.  She decided that she would withhold information from the Enterprise (Franklin's ship) in an effort to teach a Seaman how to look up three lines of verbiage needed to process our tickets.  Do you understand what I am saying?

My family and I are flying cross-country next Wednesday and she wants to do remedial tutoring on my travel!  I had to call her supervisor every 1/2 hour for 1 1/2 hours in order for Lila to call me back. The funny thing is, in each of my voice mails, I never told the supervisor Lila's name.  Just before I was about to make my third call, Lila rings my phone.  She was dealing with Franklin only previously.  She had to have received  my number from the supervisor.

When I spoke with her, she tried to turn me against my husband!  WT...  She said she told him she was working on it.  What she did not know was I was listening to their conversation.  She actually told him we could purchase the tickets ourselves and get reimbursed.  Is she nut!?  YES! That is why I decided she was not the person who could accomplish the task at hand.  At the end of the conversation with me, Lila assured me our travel would be taken care of immediately.  Then she had the audacity to ask me not to call her boss again because she was in a very important "restructuring" meeting.  I told her that "as long as my needs are met, your boss will not hear my voice again." Then it turns out, that the place Lila was telling the Seaman he would find the verbiage, was incorrect.

This all happened on Friday and  guess what?  The tickets I could not get for a month, where delivered to me by noon today.  Amazing!

You would think that she would understand how taxing this process is without her trying to enforce some sort of civilian dominance of knowledge.  Franklin says we do not need to tell her right now.  I promise you she will find out my feelings in a very nice letter once I am settled in Japan.

Where has good customer service gone?