Good lord, is there a full moon or do people just have a case of the stupid?
Showed up for work, checked in, looked at the schedule to see what web appointments had been added since Saturday and called to confirm.
Called the three o'clock oil change to confirm.
Customer answered the phone, I said "Hi, this is Pep Boys Woodinville calling to confirm your 3pm oil change."
There's a pause at the other end.
"Where did you say you were calling from?"
"Pep Boys Woodinville."
"Is that anywhere near Reno, Nevada?"
"No. This is Woodinville, Washington."
"Oh. I thought I was making an appointment at the Reno store. You can cancel my appointment."
Phone call this afternoon.
"Hi. I had work done on my truck back in Philadelphia and I drove across country and my truck started acting up and I know it's under warranty so I was calling around to see where the closet Pep Boys was to my location."
"Where are you calling from, sir?"
"Spokane. I see you have a location in Seattle. How far is that?"
"Well, we're on the other side of the state. About 6 to 8 hours on I-90. I know whatever work done might still be under warranty, but I would recommend trying to find a local shop or dealer to look at your vehicle."
Customer walks into the lobby and he says he's here for his 3pm oil change.
I look at the screen and there's no 3pm appointment, and I swivel the screen to show him.
"But I booked it online and received a confirmation notice."
Customer hands me his phone.
I look at the screen.
"Sir. You made the appointment for 3am Monday. Not 3pm."
"Oh. I don't know how it let me do that. Do you still have time?"
Go out and check with Paul. Paul says get his information and check him in.
Larry does the work and I bill the customer out.
Customer gets in his car and leaves.
A short while later he comes back in.
"I was looking at my bill. Where's my 50% discount?"
"I have a coupon for 50% off your next oil change. I got it in an email. That's why I chose your store."
Look at his phone, and yes, there is a 50% off oil change coupon from Pep Boys on his phone.
I just looked at him and said it would have been nice if you had presented this to me when I was checking you in or when I billed you out. I've already billed you out. I would have to call Audits and have them issue a refund because I can't do it from my end. Otherwise, the best I can do is offer you 50% off your next oil change."
And I wrote down "50% off next oil change" on his receipt, and signed and dated it.
"I think I'll just take my car somewhere else from now on."
Snatches the receipt off the counter and walks out.
How is any of what just transpired in any way my fault.