Call Center Logistics cutting call in my ear....

Openserve Offices confirmed a installation booking with me telephonically twice and then did not pitched. The third time they phoned and scheduled there were no record of the first two confirmed appointments.

The people working in the field were however so helpful and friendly. Unfortunately I can not say the same of the Call Centre lady I spoke to today. The technician in the field rescheduled my appointment to finish the installation as per his supervisor.

I asked the Call Center lady who phoned to call the Technician and sort out the booking with him internally. She refused and said only she can make bookings and no supervisor or manager is available for me to talk to. She ended up putting the phone down in my ear, and did not want to sort out this booking internally and call me back.

How is it that the people in the field are so helpful and friendly but the call center logistics are not helping? The first 2 bookings the call center made did not happen at all but the field technician kept communicating the whole time.