I was doing this online chat with some online customer service reps and two random draws got completely different results.

Sample 1 –

You are now connected to Niel from [large online retailer].com
Niel: Hello this is Niel I am here to assist you
me: hi, can you check two gift card codes for me?
Neil: sure I’ll be more that happy to assist you
me: i don’t want to redeem them, just check the amount
the first one is: xxxx
the second one is: xxxx
thank you
Niel: Do you have the gift card number?so that I can pull up here in my end
me: just the two above, thanks
Neil: how about the gift card number?
Since I cannot pull it up here in my end
me: what do you mean?
Neil: Is it a physical gift card?
me: it’s an electronic code
me: i copied them above
Niel: Because I try to pull it up here in my end I cannot pull up
me: were you able to find either one?
Neil: Both of this claim code I cannot pull it up
Niel: is this an [large online retailer] gift card electronic email confirmation?
(– here I had to go do something else, but also because it was infuriating –)
Are you still there?
Niel: Our chat has now been idle for 1 minute. If there isn’t anything else I can help you with, then I will disconnect this chat and send you an e-mail following up with what we did today. Thank you, [xxx].

(There was no follow up email from “Neil.”)

Sample 2 –

You are now connected to Erick from [large online retailer].com
me: hi, can you help me check the balance on two gift card codes for me, without redeeming?
Erick: Hello, my name is Erick. I hope you’re doing well.
Yes!
I will need the gc id codes please?
me: all right
one is: xxxx
Erick: That one is for $##.00
me: it is still valid for use?
Erick: Yes.
me: thank you.
the second one: xxxx
Erick: Also $##.00
Still good also.
me: thank you very much for your help. appreciate it.
Erick: You’re most welcome! It’s been a pleasure assisting you today. Have a wonderful night! Please click on the “end chat” button to close this window. I have sent you an email, I would really appreciate it if you can review it!
me: all right. have a good night too.
Erick: Thank you.
Our chat has been idle for 1 minute. If there isn’t anything else I can help you with, I’ll need to disconnect this chat. Thank you for contacting [large online retailer].
Erick from [large online retailer].com has left the conversation.