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Mktg Hello?

Mattel [Mumbles]

Mktg Sorry, I can't hear you very well.

Mattel OK, I won't keep you a moment. [Pause]. Could I take your surname please?

Mktg Yes [provides name].

Mattel And your postcode?

Mktg Yes [provides postcode]. Sorry, why do I need to provide these?

Mattel Just so I can log the details.

Mktg Which details?

Mattel We log the details of the telephone call so we can get back to you.

Mktg Well, I just want to ask someone some questions about products.

Mattel I'd need to get someone to call you back about it.

Mktg OK, but I'm not at home at the moment so that's going to be quite difficult.

Mattel Well, maybe you should speak to someone in PR [diverts the call]?

Mktg Sorry? Hello?

Mattel Hello? Did you want to speak to someone in PR?

Mktg No, I don't, to be honest. I'm ringing about the 50th anniversary of Barbie. I'm a collector and I just want to know what products will be released.

Mattel Oh. What new products? Well, we operate a no-name policy, so I can't put you through without a name.

Mktg I'm just ringing up for information. I'm a collector of Barbie.

Mattel Yeah, one moment [puts Mktg on hold]. Hello?

Mktg Hi.

Mattel Unfortunately it is very difficult for me to put you through to somebody.

Mktg I thought I called customer services?

Mattel Yes you did, you called consumer.

Mktg So is there no one in customer services I could speak to?

Mattel I've just spoken to them and they don't know.

Mktg They don't know about products?

Mattel They do know, but they won't say, they have a no-name policy. Hold on a second [puts Mktg on hold]. Hello?

Mktg Hi.

Mattel If you phone back tomorrow, the lady who does it is off today. Give us a call tomorrow and ask to be put through to consumers.

Mktg Consumer?

Mattel Yeah.

Mktg There's no one there today?

Mattel This lady deals with Barbie items. She'll be able to help you.

Mktg Does anyone know about the birthday party?

Mattel As I said, this lady's name is Peggy, she deals with it. She's not in today, she's in tomorrow.

Mktg I'm a little surprised there's no one there who can talk to me.

Mattel I've just asked, and they've asked for you to call back tomorrow. I can't do any more for you, I'm afraid. I can't put you back through, as the woman I spoke to won't allow it, she said to call tomorrow.

Mktg So if you get other calls, you'll tell people to call back tomorrow?

Mattel Yes, I'll tell them to call back tomorrow.

Mktg OK, bye.

Mattel Bye.

Verdict - I was perplexed as to why Mattel had to take my home postcode and telephone number, especially considering I was later told I would need to call back. Both call handlers were extremely rude. I had no idea why I was put through to PR, and I was given no chance to explain. As a customer, being told to call back the following day, when the only person who could help might be available, was completely unacceptable.

Score 0/10