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30 August 2007

Suckitude at work [More:]
The only good thing about this week is that Monday was a holiday and I didn't have to be in the office. My two days in the office (Tuesday and today) have sucked beyond belief.

I work in an Alternative Dispute Resolution service at a fairly senior level dealing with complaints against banks and other financial institutions and by the time cases land on my desk they usually involve either complex issues or difficult/crazy complainants, and usually both. More often than not earlier attempts by junior staff to mediate a settlement have failed, leading the complainant to become even further entrenched.

Just about every letter I received this week was nasty - from combative at best to downright vile at worst. Here's an extract from one of the nicer ones. The complaint was utterly hopeless but the complainant is difficult. I wrote the most sympathetic letter I possibly could when I turned down his complaint.

"Pursuant to my appeal I now also submit my serious and justified doubts about the impartiality and probity of [essexjan] in the matter relating to my complaint.

This is because the matter has been through three of your officials, starting with
[KS, who works in our call centre and has a purely administrative job] who sounded very sympathetic and favourably judgmental.

The
[my employer] didn't like this so it appointed [LG, a junior casehandler whose job it is to see if there's a 'quick fix' to complaints] who sounded even more favourably disposed towards me. He too was unacceptable to the bank and [employer] until they decided to appoint [essexjan], probably a dishonest nasty piece of work endearing herself to the bank and your management taking her time to come up with absolute rubbish. I challenge this wicked-sounding entity to clean up her act and confess the pressure placed upon her by the bank."


The letter goes on to demand that I be replaced, not just on this case but in my job. Oh, and he's also complained about me to the Law Society to get me struck off (disbarred).

Of course, it is all totally without merit but it will now involve me having to deal with the Law Society complaint as well as the internal complaint about me, both of which will take several months to be resolved.

Like I said, this is one of the more pleasant letters I've had this week. I really do love my job, the work is interesting and very worthwhile but the amount of written and telephone abuse that we're having to endure is getting worse.

Thank gawd I'm working from home tomorrow.
(((((((essexjan)))))))

posted by getoffmylawn 30 August | 11:36
wicked-sounding entity? This sounds like you have magical powers!

*hug.* I hope the complainant steps in dog poo.
posted by By the Grace of God 30 August | 11:37
Awww...I'm sorry that you have to deal with the Law Society, that's not cool.

I have to confess that the letter had me giggling a bit because he made you sound like an evil superhero throughout most of it, and it was so over-the-top ridiculous I couldn't help laughing.

But then when you said he filed complaints, I feel really bad for you, he's definitely a bitter jerk.
posted by Sil 30 August | 11:54
Also

((((((essexjan))))))
posted by Sil 30 August | 11:55
I hope you have a cape and mask to go with the sobriquet "wicked-sounding entity." You'll cut a fine figure at the Evil Genius Gala this weekend.

Sorry that such an obviously over-the-top complaint is causing you anxiety.

((((ej))))
posted by Elsa 30 August | 12:11
Wait, that came out wrong!

Of course the complaints are causing you anxiety! I just meant: it's hard to take him seriously when his complaint is so overstated, and it's a shame you have to get tangled up in the unfortunately necessary aftermath.
posted by Elsa 30 August | 12:15
essexjan, that's awesome! I hope you're keeping a collection of the best quotes.

I know how you feel though- I worked in the Compliance/Legal Department for an online brokerage during the dotcom idiocy, and we got some doozies. I was just the Executive Assistant, but part of the job was to be frontline defense against the phone calls.

fortunately my previous job was answering phones and delivering food to drunk people late at night, which turns out to have been good prep.

(((essexjan)))
posted by small_ruminant 30 August | 13:01
Wow, what the hell is wrong with people? Whoever wrote that letter needs a swift kick to the nethers.

{{{{ej}}}}
posted by tr33hggr 30 August | 13:05
All that letter means is that you are doing your job. And that the writer is probably a cilantro fiend.


All that matters is that WE know you're a BUNNY.
posted by bunnyfire 30 August | 13:49
Well, I guess anyone can see the complainant (charitably refered to as "difficult") had no merits to argue, so took it very personal instead!

What a bunch of (dog poo). So sorry. The worst I've been titled is "arbitrary and capricious". (which I kinda like in retrospect)

hugs
posted by mightshould 30 August | 13:51
AHA!!!! I always knew essexjan was a dishonest nasty piece of work, and wicked to boot. Now I have proof!!!

I am sorry to hear that your week is going so badly. Put on some cool music and thank the gods you don't need to be back there until next week.

(I am sorry, jan, but I just love that phrase. I think I'm going to start using it on my deserving co-worker.)
posted by deadcowdan 30 August | 16:49
Dear Person making the complaint,

Thank you for your letter accusing me of being in the pay of the banks. I am not in the pay of the banks. In fact, the reason I'm doing what they tell me is because they've kidnapped one of my cats and are holding it ransom. You have to do what they say.

Thanks to your letter (They read and know everything) I received one of my cats paws in the post yesterday. Please stop with your complaint. I can't bear any more.

And if I were you, I'd look at leaving the country. They probably have any money you owned siphoned off to the evil account they own in Switzerland. Don't even try to use your bank cards. Just pack the basics and start running. I'm telling this you for your own good. In fact that car outside. The one that's been there a while. That's them. Run I tell you, run.

Oh God. There's someone knocking on my door. It could be them, I hope it isn't them. If If anything happens to me, please tell everyone on http://metac......... [disconnect]
posted by seanyboy 30 August | 16:57
seanyboy- brilliant!
posted by small_ruminant 30 August | 17:40
*empathetic primal scream for ej*---is this the same guy who you've discussed before (specklet's boss' soulmate)?
posted by brujita 31 August | 00:18
(specklet's boss' soulmate)

Heehee. What a lovely revenge that would be: send an anonymous email to each of them, saying the other has a secret crush on him/her (but much more flowery and compelling than stated here), sit back, wait for them to get together ... and make each other miserable for the rest of their lives.

Maybe we could get BTGoG's ex-boss in on this in a menage a trois death match move.
posted by taz 31 August | 02:03
is this the same guy who you've discussed before

No, this is another one. The other guy insisted that the 60-odd complaints he has going through our organisation all be referred to the section which deals with complaints about us. I have only two of his complaints, and there's another 20-odd staff members dealing with the others, so he's now complaining that we're all lazy, dishonest, incompetent, unfit to lick his boots, etc.
posted by essexjan 31 August | 03:31
Hope Me, Junior Detective Squad! || this is an embarrassment thread.

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