It is very unfortunate that I have to write this letter to all of you, because of the lack of professionalism in the customer service department at the New York office. After reading your mission statement and the statement of the professional staff you have and the services you provide are clear and easy to understand, is quite the opposite I am experiencing. I find this very disturbing for a not for profit organization and the rules and regulations you are suppose to go by.
My name is Wolfgang Busch, I am 53 years old and I graduated from the Realschule in Heppenheim, Germany 30 years ago. I decided to go to College for political science at the Empire College in NYC and therefore I need my graduation document approved by your organization. Unfortunately Empire College only accepts WES evaluation which is part of the problem (no competition), and explains the unprofessionalism I am experiencing with your staff; Sheri, Elyse and Ballyn at customer service.
Miss Ballyn had the nerve to lie on the phone to me accusing me that I mailed the document from Germany and not the school, when I asked her which document she was looking at to back up her statement, she couldnÃ¢ï¿½ï¿½t answer the question.
Originally I wanted my final dental technician graduation document also evaluated by WES, but the inexperience and unprofessional action of your customer service staff was the reason why I couldnÃ¢ï¿½ï¿½t deal with your staff and I faxed a note to your office to forget about the dental technician evaluation and only evaluate the Realschule school report.
Of course that caused only more confusion with your staff member Miss Ballyn, because she couldnÃ¢ï¿½ï¿½t understand what exactly I wanted to have evaluated now. At that point I took baby steps with her and I asked her, ok, how many faxes to you have in my file and please read them back to me. After repeating myself and a wait, I actually got her to read both faxes to me. At that point I also learned that she couldnÃ¢ï¿½ï¿½t articulate any word right and again the unprofessionalism of your staff was quite impressive and I wonder how this people get this job. I corrected her pronunciation and finally she understood what the fax was about and which document I wanted evaluated. For the first time I felt something was clear by all parties at the same time.
LetÃ¢ï¿½ï¿½s not forget, every time I call customer service it takes between 15 to 20 minutes to get somebody on the line and than I have to deal with THAT. If I was running my business like this I would be out of business a long time ago.
Miss Ballyn was lazy and unprofessional, she spoke to me without looking at my documents, because when I asked specific questions she had no answers, such as: You are accusing me for mailing the document from Germany, what information do you have that states that. I wasnÃ¢ï¿½ï¿½t in Germany at the time when it was mailed to you and if you look at the envelop, you can see it was mailed from Germany, she told me that she doesnÃ¢ï¿½ï¿½t have the envelop and couldnÃ¢ï¿½ï¿½t back up her lie, yes this is a lie, lets be clear about that.
After waiting on hold for 20 minutes and than I have to deal with those incompetent people is very frustrating. The fact that WES has exclusivity to evaluate graduation documents for certain colleges such as Empire College, ads to the staffs arrogance and attitude. At the end I was told by Miss Ballyn that WES has to look at my entire file again. I guess to evaluate ONE document is a mayor undertaking for your staff. I asked her when I can expect the call back, she told me at the end of the day. Surprise, maybe not, well she didnÃ¢ï¿½ï¿½t call me back, I was sitting at home for 2 hours waiting for her callback wasting my time. Can I expect some compensation from WES for this lost time, lies and incompetence??? Today is Thursday late afternoon and she still hasnÃ¢ï¿½ï¿½t called, 2 days later, nothing, nada. Great job ladies and gentlemen.
When I spoke to Elyse, she also couldnÃ¢ï¿½ï¿½t be clear with her instructions, she put me on hold to talk to the person doing the actual evaluation for clarification. Make a long story short, I requested to talk to the evaluator direct and cut out the incompetent middles women, speaking of customer service representative Elyse, she told me that she can not connect me with the evaluator, it is against your policy, great policy, keep the confusion up and running, god forbid you put a policy in place that would actually be helpful to your customers. I asked her if I could speak to a supervisor and she told me that she was the highest ranked person on the job, wow what an organization you have there. At that point I hang up on her, because I couldnÃ¢ï¿½ï¿½t bare another minute on the phone with her. Elyse called me back the next day and told me that it would be ok if I send a fax explaining that the name of the institution has changed and that I didnÃ¢ï¿½ï¿½t have to go through the school in Germany. Maybe I should hang up on them every time, maybe I can get done what needs to get done faster. Of course when I called back Elyse if she received the fax, she told me, no, and I had to fax it again, great staff you have working there.
Every time I speak to a customer service representative I get a different answer and different documents are requested. Mind you that I graduated 30 years ago in Germany and no original documents are on file at the school. I mailed my original school report to my parents and they took it to the school to make a copy and mail it out to WES.
I would appreciate it if somebody could look into this matter with experience in this field so I can move forward.