Today I went up to my local Asda's customer service in order to get my Asda Mobile's content block lifted, as I couldn't confirm my identity over the phone due to not having a credit card. The person serving simply told me that they wouldn't deal with such a problem because she "doesn't know anything about mobile phones". So I got sent to the media desk, who told me they know what needs to be done, but it needs to be done on customer services as they don't have an outside line. Back at customer services I'm told I have to wait until the next day to get it lifted as she needs to wait for the media manager! This is complete laziness. All that needed to be done was for the person serving to make a phone call to confirm my age. That was all. I called up Asda mobile (who by the way are brilliant - I highly recommend them as a phone company) and they told me exactly what I thought - they just need to call them and confirm my age.
So I go back in and ask (not demand, just ask) to see a manager, who finally tells the useless person serving me to call up the number I've been telling them to call all this time. With a disgruntled look she does it, not making eye contact with me at all for the two minutes I was standing there, or letting me know what was going on. Finally, after about 15 minutes of walking around different departments and making phone calls out of MY OWN CREDIT, I get a text saying the content filter has been lifted. After that, the person says "done", puts down the phone and continues to ignore me, as if accepting defeat in a battle, with no apology for not doing her job and providing me a service that she should have.
The point is I didn't argue in all of this, I just told the person what to do and they refused to do it - it took manager authorisation to make a PHONE CALL to ONE OF THEIR OWN INTERNAL COMPANIES.
The attitude stank. I work in customer services myself and I do everything I possibly can to find out information for a customer; even if I don't know the answer I try to find out on my own or at least ask someone else. She did neither of these, and said because she didn't know and had never done it before she couldn't do it. I'm very irritated by this, and frankly the staff need to be taught to listen to the customer as I had been 100% correct in what I had said. It would have been quicker if they gave me their in-store phone and let do it myself!
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