Ok I am flustrated. who should I call

[bugsbunny45]

I just got off the phone with the CHL department and I am about to scream. I have to say the guy on the phone was not very helpful. The person I spoke to could not tell me when my license was mailed just when it was granted. He really did not want to look it up I had to ask him to check the system to check when it was granted. The maim reason I called was I have noticed that it was taking just four to five days for most to get their plastic from showing being mailed until its in the mail box. We looking at 14 days for mines. Here is what gets me they say it takes 30 days before they can issuer a new one or really help.
The guy really blew me off kinda like o well call back on March 1st. That's actually what he said.

I will wait until 02-15-11 thats will be a full 10 working days and them I will light up the phone tp see what happened.

[gigag04]

Sounds like your options are be anxious and wait or relax and wait. Either one requires patience but surely one is preferable over the other.

[bugsbunny45]

To be honest the wait is not that bad but the guy on the phone really had the what ever attitude.
Customer Friendly is always nice

[ss1088]

Typical government employee. I am at 10 business days since my license was "mailed" and I have not received it yet.

[Crossfire]

They don't have to practice good customer service skills. It's not like you can go to another DPS to get your CHL.

I am in a similar situation with L1. Can't get any answers, and they don't really seem at all concerned. If I thought screaming would help, I would be making noise right now!

[Keith B]

Maybe they should send the DPS CHL customer support to an off-shore call center. At least those customer support people have it in their scripts to apologize for the trouble you are having, even if they don't know what to do to fix the issue.

[Crossfire]

Maybe they should send the DPS CHL customer support to an off-shore call center. At least those customer support people have it in their scripts to apologize for the trouble you are having, even if they don't know what to do to fix the issue.

Or even understand the script they are reading...

[Xdsub.40]

Still waiting.

[Charles L. Cotton]

Why should DPS care? They have your money, which all they are concerned with in the first place.
The DPS employees could care less about what you or what think, its no skin off there nose, they are secure in their jobs so it does not matter to them if you are content with the situation.
To tell you the truth I think they get some what amused by your frustration with them, knowing there is nothing you can do about it but wait for them to decide to do something at there leisure.

I was very vocal about DPS processing delays and drafted a form letter for people to send to DPS to appeal the delay. That was before the new DPS Col. was appointed and new supervisory staff was transferred to or hired in the CHL Division. I've spent many hours in meetings and on conference calls with people in the CHL Division and your allegations are utterly unfounded. The attitude you describe could not be further from the truth. DPS is now processing new applications in far less than the 60 days allowed in the Code. They have been very responsive to problems and have taken steps to correct any shortcomings in their system. The overall process has been modernized and streamlined and they continue to make improvements. The current supervisor staff and ranking Troopers are dedicated and are doing a great job.

With over 460,000 CHL's, there will be individual glitches, but they represent a very small percentage of the applications they handle. That's an increase of approximately 150,000 CHL's (47%) in only two years, yet DPS is processing them with the same staff. If yours happens to be one of the few with a problem it's certainly irritating, but that doesn't justify indicting the entire system.

Also, DPS doesn't get one dime of the CHL fees; all of it goes into the general fund.

Chas.

[Xdsub.40]

I apologize to you Mr. Cotton and to all forum members as well as the DPS for my selfish/childish statements I have made on this forum. I will conduct myself accordingly and cease the behavior that I have foolishly displayed.
Please accept my apology.

[ss1088]

I wouldn't say his response is utterly unfounded. I am sure the department has made many positive changes over the years, but it should not have been so bad in the first place. The people in charge probably care about what is going on, but I am sure there are some people on the front lines that are not making any real effort to help some of us. In addition, they need to be able to better explain delays rather than giving a generic response (i.e. wait another 30 days) that does not necessarily address the problem. This just gives them a reason to sit on a potential problem in lieu of addressing it.

For example, if my application was mailed on the same day as another forum member, and he got his 10 business ago--yet I am still waiting, there is either an inconsistency with the system, the application was lost in the mail, or some other unknown variable going on. I think the DPS should at least offer a reasonable explanation on why this is happening, rather than just telling us to wait longer after being on hold for 45 minutes.

[gigag04]

Once I finally got all stuff mailed in it took less than 2 weeks. Granted, it was a renewal, and it was under a "special condition" so all they really had to do was read the letter from a chief, and run a quick CCH. Still, I was impressed since the first CHL I got was in 04 (iirc) and things were not as smooth then.

[infoman]

I'm more with Charles on this one. I also think that it's not the employees on the front lines that are the problem. The reason they have to wait 30 days to reprint a new license, is that often times applicant's first licenses get lost in the mail, lost at the post office, lost at their residences, stolen out of their mail boxes, misplaced by family members, etc. If the 30 day rule was not in place, EVERYONE who didn't get their license in 2-3 days would be calling up and having new ones made. DPS would then have tons of duplicate licenses, which doesn't at all help Law enforement personel. Another thing, there may have been some major thing that occured recently that DPS may not even be aware of yet. There could easily be a problem with USPS, or something like that. I remember when the big Hurricane hit the Houston area a couple years back, and a lot of people we upset and mad because their backgrounds weren't getting done. Not all, but certainly a small few were down right unsympathetic towards the fact that a major hurricane hit the area, and simply were angry that they didn't get their licenses as quick as they wanted. Like Charles said, the system currently is much better then a couple years ago, back then it was normal for new licenses to take 3-4 months to get issued. I'm sure it's frustrating, but the people on the phones are just following protocal, and don't have the power and authority to change things like some on this forum seem to think they do. I guess I'm old school when I call or email, I don't want or need someone to kiss up to me, I just want the facts and to be given accurate direction. I understand that the employees are following directions and protocal, it's the ones at the very top that can change policies. Example: If I go to the grocery store and stand in line for 20 min.'s= it's not the cashier's fault, not do they have the power to hire more employees, AND I don't blame them if they are stressed out also, I would go strait to the top and voice my concerns- i.e. store manager, district manager or home office. My advice, take a deep breath, and wait 30 days, call back at that time and let them know that you haven't received your license and request a new one to be printed and mailed again. More then likely they will do this for free for you and problem solved.

[bugsbunny45]

I really think if the person that I spoke to on the phone had been a bit more concerned or as I say customer friendly I would not be frustrated.
What I wish is that there was somebody who a person could speak to who could help fix problems. Some times there are glitches in the system that if a service rep to a close look that could fix. An example was when I was getting my teacher certification my paper work had not been processing as it should. Well I called and finally spoke to a person who took a good look and realized they were waiting for something to be sent that I did not need. So a two month wait ended up being fixed by a ten min call to somebody who took a moment to listen to my problem and fix it.
Oh I send am e-mail Last Friday and have yet to receive a reply.

[ss1088]

Since it has been over 10 business days since mine was “mailed”, I have sent an e-mail to ask what can be done to resolve the issue. I will update once I have received a response.