Imagine you work for a fictional company called GopherMe (read about it here) as a Gopher Support agent. There’s been a subway o
utage affecting many Gophers’ ability to get to their assignments. The GopherMe support team uses the GPS tracking function of the app to determine which Gophers were most likely affected by the outage. If a Gopher who was en route to their task had been stuck in one spot for over 15 minutes or could not be located through GPS for over 15 minutes, they were sent this text from GopherMe:
Hey Gopher, stuck because of the subway? Don’t worry, we’ve got your back! If you think you can make it to your assignment on time by taking a cab, Go-Pher it! Send us a text in the next 10 minutes letting us know that’s your plan, and GopherMe will reimburse the cost of your cab, given you provide a receipt. If there’s no way you’ll make it, check in with us in the next 2 hours to be reimbursed for a half hour of your time. In any case, if we don’t hear from you in the next 10 minutes, we will reassign your task.
2.5 hours after receiving the text, Chuck sends this email to Gopher Support:
Hi, I was stuck on the train when I got the text that said I can take a cab to my assignment and be reimbursed. Google Maps said I could take a cab and get to my assignment on time, so that’s what I did. But when I got in the cab, I realized that my phone died, so I wasn’t able to check in. I decided to continue to my assignment and figured that the customer using the GopherMe app to confirm I completed the task could serve as my check in. But when I got there, the customer wasn’t home. I know I didn’t check in about the cab, but my cab receipt has a timestamp that shows I was on my way within the 10 minute time frame. I did my best to fulfill my assignment and spent money and a lot of time trying to do it, so I was wondering, is there's any way I can be reimbursed for my cab and/or a half hour of my time?
Thanks,
Chuck Wood
As a member of the Gopher Support team, you receive Chuck’s email. Before responding, you look into why the customer wasn't home and find out that they had canceled the request after it was reassigned. Considering the policies and assuming everything Chuck wrote in his email is true, write him an email response. Be as thorough as possible.
