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There is little that frustrates me more than corporate bureaucracy. Where is it written that logic, common sense, and simple honesty can be overwritten by the phrase "our records show..."???
Over the weekend I had a chance to wander through the packet of auto insurance renewal information. Carefully buried amid the statements of how wonderful the company is (for those who are curious, the company is AAA) and all the literature advertising this or that service, was that statement that my renewal was based on driving 15-20,000 miles in the coming year. Oh really? Where did this revelation come from?
And so, after a 10 minute wait on hold (their time obviously more important than mine), I ultimately get an audience with a woman who can't seem to pronounce my last name even after I repeat it for her. In short order, out came the bureaucrats mantra "our records show...". I then point out:
- Perhaps their records are in error because some underpaid, mentally challenged clerk was too busy talking about the latest episode of Dog, the Bounty Hunter and pushed the wrong keys?
- There were no questions asked when I changed coverage last year to 'pleasure usage' with a 5-7500 mile base (I have a company provided truck in which I do the majority of my driving)
- My 5 year old car currently has 47,000 miles on it making the average for the entire life of the vehicle less than 10,000 annually
- I have stated, in writing, what my projected miles are for the upcoming year and am effectively being called a liar
"Our records show..."
OK, I ask, how do we resolve this? I ask hypothetically if I were a new customer to AAA and stated what my mileage would be, would they not believe me? Her response "our records show..."
After another 5 minute hold, I'm given three options:
1. Instruct AAA to perform a biologic impossibility (and note that they've been easy to work with to date). Well, they didn't offer this but I am so tempted.
2. Dig up a slip of paper from a year ago indicating what the mileage was on my car. So my paper is better than your paper?
3. Bring the car to a AAA office so they can look at the odometer. And gazing at the odometer on my car will accomplish what???
"Our records show..." ARGH!
Over the weekend I had a chance to wander through the packet of auto insurance renewal information. Carefully buried amid the statements of how wonderful the company is (for those who are curious, the company is AAA) and all the literature advertising this or that service, was that statement that my renewal was based on driving 15-20,000 miles in the coming year. Oh really? Where did this revelation come from?
And so, after a 10 minute wait on hold (their time obviously more important than mine), I ultimately get an audience with a woman who can't seem to pronounce my last name even after I repeat it for her. In short order, out came the bureaucrats mantra "our records show...". I then point out:
- Perhaps their records are in error because some underpaid, mentally challenged clerk was too busy talking about the latest episode of Dog, the Bounty Hunter and pushed the wrong keys?
- There were no questions asked when I changed coverage last year to 'pleasure usage' with a 5-7500 mile base (I have a company provided truck in which I do the majority of my driving)
- My 5 year old car currently has 47,000 miles on it making the average for the entire life of the vehicle less than 10,000 annually
- I have stated, in writing, what my projected miles are for the upcoming year and am effectively being called a liar
"Our records show..."
OK, I ask, how do we resolve this? I ask hypothetically if I were a new customer to AAA and stated what my mileage would be, would they not believe me? Her response "our records show..."
After another 5 minute hold, I'm given three options:
1. Instruct AAA to perform a biologic impossibility (and note that they've been easy to work with to date). Well, they didn't offer this but I am so tempted.
2. Dig up a slip of paper from a year ago indicating what the mileage was on my car. So my paper is better than your paper?
3. Bring the car to a AAA office so they can look at the odometer. And gazing at the odometer on my car will accomplish what???
"Our records show..." ARGH!
