Who's on First, Union Mafiosa edition

Submitted by bluewater on 8 January, 2008 - 16:20.

This is the english language version of an actual conversation at the Leon office of Union Fenosa

Me> I would like to talk to you about my bill.

UM Rep> Yes sir, please give me the account number, (interminable wait and finally account appears on screen). Yes sir, you are from the new hotel two blocks from here.

ME> That is why I am here, we are entitled to a lower T4 tourism/hotel rate on our energy bill and you are charging us a T2 commercial rate.

UM REP> Yes sir, you are right you are entitled to that rate as you are a hotel.

ME> Please change the rate and adjust our bill.

UM REP> I can not do that sir, INE has to do it.

ME> What!!!!

UM REP> Only INE can change rates to T4.

ME> Who assigned the initial rate at T2?

UM REP> Disnorte (Union Mafiosa)

ME> Did you know it was a hotel when you assigned the rate?

UM REP> Yes sir, It used to be another hotel, they had T4.

ME> Why did you assign the higher rate?

UM REP> It was a new account and we always start out at T1 or T2 or the applicable HIGHER rate.

ME> How do I do this change?

UM REP> Go to INE and fill out the form and I am sure that you will get your rate change.

ME> Do I get a credit for the months you improperly charged us at the higher T2 rate?

UM REP> You have to go to INE.

ME> I will have already gone to INE!!

UM REP> Yes sir, but the rebate is a separate case and you have to go to INE and get approval so then we will review your bill.

ME> That seems like a lot of (expletive deleted) bureaucracy.

UM REP> Yes sir, bureaucracy is killing Nicaragua.

ME> Could you just change the bill to the correct tariff?

UM REP> No sir, we would have to apply to INE.

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Give it up.

Submitted by Dan Plemons on 8 January, 2008 - 22:10.

Most service workers are trained to do things one way and if they do not do it that way, they get in trouble. Considering how hard it is to find a job, they would rather face your rage than put their job in jeopardy. For example, have you ever tried ordering a coke with breakfast at Burger King? It is an ordeal let me tell you. I have learned to order the breakfast, pay for it, get my change, and then order the coke as a separate order. It saves about 20 minutes of explaining that you will pay for the coke separately, with them saying over and over that a coke does not come with breakfast. No thinking outside of the box exists here.

At least

Submitted by nicareal on 9 January, 2008 - 07:38.

they were polite....

You are right

Submitted by bluewater on 9 January, 2008 - 07:48.

I will update when we go to INE. After later reflection,the real problem is that the overcharging is institutionalised. Not the employees enforcing the rules. Your point is well taken.