Roadie Support SNAFU

Hi, good morning, this is John from WorldlySupport and this call may be monitored by a training quality person.

How can I help you today?

Hey, so I’m on an ISIP delivery and I am at the appropriate address, but the business that is at the address, and unfortunately it’s the only business that has the correct address, they don’t seem to know anyone by the name, they seem very confident that it was not meant for them.

So I’m just wondering if there’s any way to get more address information?

I have, so I use the contact button for the person, and their voicemail, I can’t, I’ve tried twice, they have a business name in their voicemail, but either I’m deaf or they’re just very soft spoken, but I can’t quite make it out.

But yeah, basically my investigative abilities have been exhausted, so I was hoping that you guys might have some more location information.

Okay, so I’m so sorry to know that, when you are at the correct location, the correct delivery location is the business, but they don’t know the person who ordered this delivery.

Yeah, and neither do the two adjacent businesses, so yeah.

Okay, alright, and also you tried to contact the customer, but the voicemail doesn’t work, or you’re unable to contact the customer.

So I apologize for the inconvenience, so let me see what I can do to help you out.

But first, may I ask your first and last name please?

Sure, it’s…

Alright, thank you for that information, David.

So can you please provide to me, David, your email address, the one you associated on your Audi account?

Oh, shucks.

Um, hang on a second.

That, I have to double check.

Oh, it’s probably my first and last name at gmail.com, but let’s see.

Yeah.

Alright, thank you for that information, David.

So can you please provide to me, David, the support ID or the order number of the order that you are referring in order for me to check?

Yes, let’s see.

Um…

The order number is…

Alright, thank you for that information.

So it’s a Home Depot order, is that correct?

Yes.

Alright, so may I please put on hold for two to three minutes, David?

I will double check this order, okay?

Sure.

Alright, so thank you and I’ll be right back.

Thank you for patiently waiting on the line, David.

So, a bunch of you can hear me and you already arrived at the correct drop-off location.

So for this one, David, I will try to contact the customer to confirm what is the correct delivery address.

So let me please put on hold again for two to three minutes, David.

I will call the customer, okay?

Sure.

Yep.

Alright, so thank you and I’ll be right back.

Thank you for patiently waiting on the line, David.

Yeah, no problem.

And I’m so sorry for the long wait.

So yes, I already spoke to the customer and the customer told me, David, that the customer have no idea regarding this order.

And the customer is living on the other city, so the customer unable to confirm the address for this one.

So for this one, David, the only option I can provide to you is you will return the order back at the store, okay?

Okay.

So for this one, David, may I ask, are you able to create a return ticket on your end?

Let’s see.

Sure, no problem.

Yeah, sure.

Just take your time, David.

So if you are unable to create a return, please just let me know, okay?

And I will help you to creating a return ticket for you, okay?

So I’m actually, instead of even trying myself, I’m going to defer to you.

So I am at the screen that is the route overview.

Okay.

Where do I get to the UI that does that from here?

By creating a return ticket, you will tap the get help option and there will be an option for you to create a return ticket.

Oh, okay.

Let’s see.

I have a delivery problem.

Yes.

Another issue, maybe?

Yes.

Okay.

Do you want me to hit the message support button?

No, because you already have the support.

Let’s see.

Cannot access delivery location.

Let’s see.

There’s an issue with the address.

All right.

Well, I keep coming back to the option of sending a message to roadie support.

Okay.

So thank you for that information, David.

Since you don’t have any option to create a return ticket for you and I will create a return ticket for you.

Okay.

Thank you.

All right.

So make this full turn hold for two to three minutes.

We’ll create a return ticket for you, okay?

So thank you.

Thank you for patiently waiting on the line, David.

Hello?

Yep.

I’m still here.

Yes.

So I successfully created a return ticket for you, David.

And please advise David that you will be paid for the delivery attempted and also for the return.

Okay.

All right.

So just return the item back on the store and you will secure a valid return photo.

Okay?

All right.

Well, thank you for your help.

You’re very much welcome, David.

So once again, David, please accept my sincere apologies for any inconvenience or frustration may have caused to you for this delivery.

I do apologize for the inconvenience, David.

So is there anything else I can help you with, David?

Well, I wish that I could blame you personally, but I know that I can’t.

So no, thank you.

Everything’s fine.

All right.

So thank you for that information, David.

So if you have any concern or clarification in the future, David, please don’t hesitate to reach us.

You may receive a survey after this call.

We appreciate your sharing your feedback on your experience with me today.

Once again, this is John from Rody.

Thank you and have a good one.

Goodbye for now.

Bye-bye.

Yep.

Goodbye.

Thanks for calling Rody.

We appreciate your sharing feedback about your experience today.

Are you satisfied with your agent’s support on today’s call?

Yes.

Press 1 for yes.

Press 2 for no.

Thank you for your feedback.

Enjoy your day.

Wow.

Goodbye.