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palabradot t1_ja2zg3i wrote

Reply to comment by reverend-mayhem in Volkswagen says company requiring payment for location of abducted child near Libertyville was ‘serious breach of policy’ by 2_Sheds_Jackson

Wow. Every last CS place I've worked in, there are clear procedures about what to do if someone identifying themselves as legal counsel or law enforcement call the line.

In most cases, nope, I wouldn't have been taking that call other than to get the name and where they're calling from so I can transfer to a supervisor to handle it. OR law enforcement has their own line to call that gets them directly to a supervisor.

So either this guy didn't listen that day, got told 'this rarely happens' and forgot, or couldn't find any person to transfer that to.

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WaytoomanyUIDs t1_ja7d6xm wrote

And their knowledge base was even more convoluted then the ones I encountered when doing call center work so they couldn't find the number for the dedicated line. Or they didn't even have the level of access to find it.

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