SOMETIMES THE SYSTEM WORKS

We've all been there – sitting on hold for endless hours, pushing button after button with ridiculously simple topics that have nothing to do with your problem. Or worse yet, having to talk to a recording. Is there anyone who sounds natural saying “Yes” or “More information” or “Billing question” to this detached voice?

Then “Jason”, who is clearly answering your call from somewhere on the other side of the world, comes on the line. By the sound of his accent & his programmed willingness to help, you are pretty sure that “Jason” is not the name his mama gave him at birth. “Jason” apologizes constantly & reassures you that he will fix your problem over & over. On some occasions “Jason” is indeed able to solve your problem but more often than not it will take many more calls with many more explanations on your part before your issue is resolved.

But once in awhile the system works to perfection. Here is some background on our need to solve a particular problem. On our trip to upstate New York a few months ago, Lou & I stopped in Syracuse for half an hour to take a quick look & some photos of downtown. Syracuse has machines that issue a receipt showing you paid through a certain time which is placed on your dashboard.

We followed the directions, put in enough money to give us 30 minutes & placed the receipt on the dashboard. Grabbing our cameras we shut the door, synchronized our watches & headed to Clinton Square half a block away. We returned 25 minutes later to find a parking ticket on the windshield! WTF????

It was a windy day & apparently a gust had blown the receipt when I shut the door turning it upside down. Damn it! The parking ticket was printed out from a hand held automated machine that clearly showed the time it was issued – 9:52 AM. Our receipt was good through 10:06 AM but it wasn't visible.

After a few choice words, I used some of my son's valuable words of advice – spend 20% of the time on the problem & 80% of the time on the solution. The back of the ticket showed a procedure to contest the citation by mail so I tucked them both in my purse & told Lou that will be easy to do when we get home in a few days. We forgot about it temporarily & headed to Cooperstown.

Upon our return home I filled out the back of the ticket then sent it with copies of the parking receipt & ticket plus a letter of explanation to the address provided. I was confident that we would not have to pay the $25 fine.

About three weeks later Alamo Rental Car decided to take matters into their own hands & entered the mix. Apparently, they received a copy of the parking ticket. Alamo sent us a letter indicating that they had paid the ticket & we owed them $25 for the ticket, plus an $18 fee for a total of $43. I don't think so!

And here is where the system worked like a charm to fix this problem in record time. I called the 800 number on Alamo's letter. On the third ring Angelica answered – she was a real, English speaking American woman. I explained the situation in detail & gave her the invoice number from the letter. She asked if I had copies showing we had paid for parking. I replied yes. She asked me to email her that information & gave me her email address.

I scanned the copies into my computer & emailed them to her. This was about 4 PM – a few hours later there was an email reply from Angelica saying that the invoice has been closed & we don't owe Alamo anything. I couldn't believe how easily that was resolved. Why can't more companies, specifically cell phone & cable TV companies, hire competent people who can actually solve problems?

The next day we received a letter from the City of Syracuse saying that they accepted our explanation & the ticket was dismissed. So, we now have a clean driving record in Syracuse, New York & as far as we know Alamo will still rent cars to us. When the system works it is a beautiful thing.