I work at MassiveBig Shopping Center (obviously not the real name) which is a huge strip mall that has developed into a bit of a maze.
One day, a customer asked me if I knew where the Secret Cell Phone Services (also an obviously fictional name) office was located. I didn't, but it was a slow day and I had absolutely no problem calling the phone number to get directions. My customer liked the idea, so I looked the number up in the yellow pages and made the call.
The phone rang a few times, paused, then transfered me to the regional call center. I asked the nice lady where the office in Midsizetown was located, and she cheerfully told me she would look that up. Then there was a noticable pause in the conversation. "Um, it seems I don't have the full address," she told me. "All I have is MassiveBig Shopping Center on the right."
I blinked a couple of times and tried to figure out what that was supposed to mean. Right from where? "That's it?" I asked her.
She laughed a bit nervously. "Yeah, I'm afraid so. I really wish I could help you more."
I laughed too, because that was the most appropriate response. "Can you transfer me to the local office?"
She paughed again. "I am really sorry, but I can't transfer you to the store once the call comes to us. I really wish you could help you more. Was there anything else I could attempt to help you with?"
"No, I'm afraid that was it. *laugh* Thanks for trying."
"Not a problem at all. I hope you find the office and I really wish I could help you more."
I told the customer what I had learned, and he laughed and told me he would do some more exploring. As I was driving home that night, I noticed the store in the other wing of MassiveBig Shopping Center. I hope the guy found it.
So, whoever entered the "directions" into that computer system and whoever decided that the store could not be contacted when the phone rang off the hook: you are guilty of bad service.
To the cs representative and the customer: thank you for keeping a sense of humor.