Here’s a place to vent, rant, blow off steam, express your frustration. What happens to customer service when companies use outsourced call centres and technology that manages customer relations — but leaves it depersonalized and not accountable?
To kick it off, here’s a complaint about a driver’s license that got got lost in the mail:
Our daughter is an English teacher in Taiwan. In February, she came for a short visit and applied for a renewal of her driverâ€™s license. This week, I went to the office to check on the status of her license (it has been now 8 weeks since she applied). The woman there called the issuing office, only to tell me she could not tell me anything. I was given a number to call. This is what we were told:
The license had been mailed out to us. (We checked the address and yes, they did have a correct address.) They could not give us any more information. We further learned that if a license cannot be delivered and is returned back to their office, it is destroyed. BUT they could not tell us this was the case, since they don’t keep track of it. Their system doesnâ€™t allow them to record cases of lost/stolen licenses during the mailing process, either.
My daughter will have to apply again by fax. And if she doesnâ€™t do it fast, she will have to pay the administration fees again. It will have to be mailed to Taiwan (or to the Czech Republic, where we are meeting with her this summer). But they will not mail it to any address in Ontario.
When I reminded the by now quite abrasive and impatient clerk that somebody else might be using her new license, I was told: Well, report it!!
I have a problem with this. A Driverâ€™s License is one of those documents accepted as ID documents. We pay for renewal â€“ could not/should not we be guaranteed a safe delivery of this ID? Should not the driversâ€™ licenses be handled with a little more caution and should not they be a little more secured?