Before I begin, let me tell you a little bit about myself. I, like most teenagers at the age of sixteen seeking to learn and master the skills involved in operating a motor vehicle, must spend the majority of my day obtaining a high school education. I take school very seriously and rarely miss a day. However, a particular instance forced me to be dismissed from class early in order to complete my last road lesson before my scheduled license test.
As you obviously know, your company policy is to have each student complete all twelve hours of driving and six hours of observation twenty-one days in advance to their license test so the lesson has time to "process". Well, I had booked my license test far in advance, using my best judgement and knowing how fast the slots fill up. Finding an open time slot was always quite difficult. I had my last road lesson booked three days before my deadline was reached, giving myself just enough time. This became problematic in the end because one of my cross country meets got cancelled and rescheduled due to weather complications. Why was this such an issue, you may ask? Well, the meet was conveniently moved to the day of my last road lesson, therefore throwing off my entire plan and schedule. I frantically attempted to reschedule within a two-day time span. The only lesson available before my deadline was a Friday afternoon...during school.
Naturally, I booked the lesson. What else was I supposed to do? I had no choice if I wanted to get my license on time. So I was dismissed from class early and went home to wait for one of your driving instructors to pick me up. I was all ready to go when it was time for the instructor to come and get me. But, the instructor did not show. I figured they were just running behind. Center-of-town-traffic can be very messy at times. So I waited. Ten minutes past my lesson time went by. No instructor. Fifteen minutes. Still no instructor. At this point I was rather irritated. I waited a couple more minutes before getting the phone and calling your main office.
The phone rang multiple times before someone finally answered. I explained my situation with a very calm, patient, and understanding tone. The individual on the other end stated to me that she would try and get in touch with the instructor who was supposed to take me out on my lesson. So from there I was put on hold. For a very long time.
When the woman finally came back to the phone, she explained that she "could not get in touch with the instructor", that this was "very unusual for him", etc. For the record, I don't really care if this was "unusual" or "out of character" for this particular individual. First impressions are very important. I haven't even met this person and I already strongly dislike them. But anyways, by now I was more than slightly annoyed and irritated. The woman proceeded to say "I don't know what to tell you" in regards to the lesson.
In a much more harsh and sharp tone, I informed this woman that I had a deadline to meet (one enforced by your company) and that if this road lesson that I had scheduled (inconveniently) for myself was not completed by tomorrow I would not be able to take my license test. I also emphasized that I had missed school to make this lesson.
There was an uncomfortable silence on the other line while I waited for her response. After what felt like a decade, she decided to respond with "I guess I can see what other times I can reschedule you for today" and then proceeded to put me on hold...again. Then, after what felt like another decade, the line reconnected and the woman informed me that she could "squeeze me into a lesson for 3:30 if that was okay" (which by the way was not okay because I had cross country practice starting at 2:30 which I would now have to miss as well). Relieved that they were able to fit my lesson in, but still thoroughly irritated, I took the lesson, "thanked" the woman, and hung up.
So, in summary, I would just like to thank you for inconveniencing my entire day and ruining the fantastic mood I had that lovely Friday afternoon. Also, bravo on your horrendous customer service. I probably won't be recommending your company to anyone in the near future.