I dealt with someone yesterday who is a PD candidate for sure.
Background: my senior citizen parents (and 1 of them has a heart issue) have been having phone line issues. They have to resort to using my dad's cell phone which neither are fond of at all. My mother was told by several different people that on Friday, someone would be out to fix the line issue but no one came out at all. My mother emphasized the fact about her husband's health issue as well. This could fall in the not shopping there section too. /end background
My mother got on the phone with yet another person who said to her that someone is NOT scheduled to dispatch on Friday, it will be some time on Saturday between 8am to 6pm. My mother repeated herself several times with the promise made by other agents that Friday was the day. I took the cell phone from my mother who is obviously NOT happy and introduced myself then said to her: my parents are seniors, my dad has heart issues, my mother has a 90 year old mother in a rest home that knows no other way to reach her daughter. She was promised a Friday date dispatch. Please place your MANAGER on the phone now. The woman said I am a manager. I again repeated the statement and request for a manager. She again denied me the request. I explained to her I work for another carrier servicing business customers (but did not tell her I know others of various levels in the field for different companies), and if a customer asks for my manager, I get one I do not flat out refuse. I admit I was getting a bit snippy with her at this point but remaining as calm as possible. She again refused to get me the manager then she hung up on me.
I asked my mother for the number to ring back. I have had it. I know I do not get along with my mother at times but having their landline working is important to them. During my 15 minute wait on their cell phone, I texted on my phone my best friend who works for a UK telecom then went to Twitter to post a summary of my experiences with the carrier. I then got a new person, explained the situation as calmly as possible, the person understood but could not help then said I will transfer you to the correct group. I had another 10 minute wait then got the new person in the correct group, explained things yet again, and they said there was NO way to get someone that day and no way to guarantee they would get an expedite as it was with a group of dispatchers/agents that assist people who have issues like my parents. But at least the 2nd person was much more polite to me. My tweets also paid off, I messaged the details back as requested - I know the power of social media even though my parents do not go online (beyond my mother's kindle connecting wirelessly to give her the daily bible readings). My friend was at work so he did not respond as fast to me but gave a few suggestions too.