Stupidest Customer Of The Day

Originally Posted by BIGshorty79

Customer: "HOW COME EVERY TIME I COME HERE I HAVE TO WAIT JUST TO PAY MY BILL?!?!"

Me: "For 41 cents a month you'll never have this problem again."

Originally Posted by JP Whoregan

"Or for FREE you can dial *PAY from your phone, or for FREE you can go on the internet to pay your bill, or for FREE you can set up AUTOPAY and NEVER have to wait in line again!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!"

lol this is another MADDENING aspect of this industry!!!! Who the HELL has time to DRIVE TO THE STORE just to pay a damn bill!!!!! This company offers so many easy, free ways to pay a bill it's silly. But yet, people insist on waiting in line for a half hour to pay a bill. I've never understood this, and when people get annoyed at me because we happen to be busy with SALES, and now they're mad because they insist on sitting in line to pay a bill...

who sits in line at the power company to pay a bill? Does anybody knock on the door to the water company to pay *that* bill? Who actually *drives* to the cable company building to pay their cable bill every month? That's right, nobody does, because it's retarded to waste the gas and the time to do so when so many EASIER options are available without even leaving your house.

Same with a cell phone bill.

Originally Posted by MacHacker

Nokia 6102i.


Customer storms up to counter. Slams phone on counter, black plastic housing on top goes flying. Customer's face turns a deeper shade of red.

They say nothing.


Me: Hi, how you doing today? What can I help you with?

Customer: Picks up phone and slams to counter again. . . Says nothing

Me: Is their something with your phone that I can help you with?

..................................

and the cycle continues. . .


you know the rest of the story.

Originally Posted by ATnt-RSC

Cust. waddled in with a Nokia 6102, kept complaining she couldn't hear a thing from it and that it must be broken. In addition, she was entitled to a newer, better phone because she had been with Cingular for 50,000 years (had upgraded 4 months earlier). This phone was to be free, and she was "NOT signing no contract." She was not going to wait for a phone to be mailed, and the new phone would not be refurbished.

After this loud, angry tirade. I took the phone, called her voice mail, took the volume from its current setting of 2 and handed it back to her. Problem solved.

Originally Posted by awj223

In any case, when the rep refused to let her keep all those minutes she started complaining about dropped calls, mentioned the "fewest dropped calls" ads and threatened to leave. The rep simply replied that he would be happy to let her leave for $175. Then the argument went back to rollover minutes and she said "Why can't I keep the RO minutes I paid for? 20,000 minutes...how many hours is that?". I left the store before the drama concluded because I was about ready to burst out laughing. Someone apparently can't read the English words on her bills for months at a time and can't divide by 60.

Originally Posted by Batman665

I use to hate that worse than anything. 'SINCE YOU CHANGED TO AT&T...' and they'd insert any reason.

Originally Posted by Batman665

I use to hate that worse than anything. 'SINCE YOU CHANGED TO AT&T...' and they'd insert any reason.

Originally Posted by MobileAddict

A customer got extremely pissed at me yesterday because i rolled my eyes and just kept typing when she told me that. Do i care though? No. Im sick of hearing it.

Originally Posted by holaDude

How about the"EVER SINCE YOU CHANGED TO CINGULAR" or "I'M GLAD AT&T CAME BACK AND TOOK YOU OVER"

All of them are classics.

Originally Posted by Heavy Fluid

July 07 - Went into a different local store, not sure that it is COR either, just browsing. Rep came by and asked me if I needed help. I said no, just looking. He asked me what kind of a phone I currently had. I showed him my W810i. He tells me that the white phone has never been offered. I tell him that I know, that it is unlocked and unbranded. He proceeds to tell me that if something happens to that phone, or that I get a lot of dropped calls, that they cannot be held responsible and that they cannot fix my phone. I tell him that I know, but I wanted it unlocked so that if I switch carriers, I can hopefully use this phone with my new carrier. He tells me that it won't work on Sprint. I tell him I know, only GSM providers, like T-Mobile. He tries to tell me that the phone probably won't work with T-Mobile. I tell him it will, he disagrees. I walk out.

Originally Posted by Heavy Fluid

Last month - went into a local store, pretty sure it is not COR looking for a Pantech C3B for my wife. She loves how small it is. Anyway, they have them in stock, so I purchase one. I tell the guy that it is a surprise for my wife for her birthday. The account is in her name. He goes in, and tries to change the account so that the phone shows, even though I told him that I don't want her to know. I don't want anything changed on the account to show any purchase or activation of any kind. He just looks at me kind of funny, like he doesn't understand. How hard is it? All I have to do is put the damn SIM card in the phone, and it will show on OLAM. What does he have to do in there to the account? This is a surprise, if she logs into the account, she will see it, and it will be ruined. I had to explain this to the guy a few times in order for it to sink in. I wasn't rude, I was an easy sell. No work what so ever, and I even bought some accessories too. Minus an activation, I was the dream customer.

Originally Posted by cingman66

First of all, if the account is in your wife's name, then the rep had no authority to change anything. So unless you were purchasing the phone outright (meaning no upgrade or contract renewal), then he shouldn't have helped you at all. Sure, her SIM will get the phone working; but if you have trouble down the road and need to swap it out via warranty, they will not send you another Pantech if the account shows a different IMEI because you wouldn't let the rep change it in the system. Again, if you merely purchased it outright and wanted to change the IMEI at a later date, then you were in the right. But if you were asking the rep to do an upgrade, or renew the agreement to get a phone discount...then the rep should have told you to come back with your wife because her name is on the account.

Originally Posted by Forum Rules

Agents and employees
Discuss your experiences about working for Cingular here.

Please allow these members to have this forum to do just that, discuss their experiences related to their employment. If you have a question or topic you would like to discuss and receive feedback on from an employee, please post your thread in the main forum or phone sub-forum and specify that you would like their input. Employees and agents read the main forum as well so rest assure that your topic will be viewed by members and employees alike.

Originally Posted by cellguy030

she says " well when it rings, i hit the 'press while ringing' button" (refering to the PWR):

Originally Posted by JP Whoregan

..........

Originally Posted by cingman66

Why did you post this all of the sudden?

Originally Posted by JP Whoregan

Because 99.9999% of this forum is dedicated to areas where customers can complain about their wireless company, a CS rep, or complain about how much their phone service sucks.

We have our tiny, little corner of HoFo way up here in the nosebleed section to complain about stupid customers, which counts as "experiences related to working for AT&T". Heavy Fluid's posts do not meet the criteria for the AT&T Agent and Employee Forum; they break the rules. If he has stories to tell concerning his experiences in dealing with CS or an ATT location, those stories should be told in the proper forum, and will be addressed by us accordingly if he so desires.

I typically wouldn't be a nag about this, but I received a 2-day ban recently for much, much less.

Originally Posted by cingman66

Ahh, I see. And I agree.

Here's a quick "stupid customer" story:
Guy walks in, comes up to the counter and asks, "Is this Verizon?" Normally, this is funny all by itself, but what makes it even funnier is that I just had this huge-azz AT&T sign (8' tall by 10' wide) put in...he HAD to walk right past it, along with about 12 other AT&T logo's on the way in. To finish this off (and make the guy look even dumber), after he asked his question, I just looked over my shoulder at the 7-foot wide acrylic AT&T sign on the wall behind me and motioned with my right arm (ala Vanna White turning a letter) and said, "No, sir...this is the NEW AT&T."

Originally Posted by cingman66

I'd like to start a thread that will unite both Agents and COR alike. Let's all post a story each day relating a customer issue that really irks you, or that is just plain funny. Then we can vote on the Stupidest Customer Of The Day!

Here's mine for today:

Customer came in wanting to know why her voice mail didn't work. She stated that she just got the phone yesterday. Here's the funny part: She got it at some Expo in town and they sold her a Motorola V-557. I'll repeat that--a V-557. Not sure how it is in everyone else's market, but that phone's been discontinued here for at least a year. Also, the rep added roadside and voice dial (not like I haven't done that), but the customer specifically asked the rep NOT to put those "free trial" features on. So this customer was a special kind of pissed off when she found out that those features were indeed on her account and that her "new" phone was already outdated. And now the Expo is done and she has nowhere to go to exchange or return the phone. Yep, a pretty satisfied customer, no doubt.

Originally Posted by PPCMD

I would like to know how exactly this customer is stupid other than trusting someone who works for or represents AT&T. They sold here an outdated and discontinued phone with services and features she did NOT want. That makes here a stupid customer? If so its from trusting the reps.

Originally Posted by cingman66

A. She is stupid for buying her phone at an Expo.
B. The word you are looking for is spelled "her" not "here"
C. I agree that the rep took advantage of her...but that's really AT&T's fault for allowing such a shoddy outfit to sell their service. None of this would have happened if AT&T only allowed good Agents and COR stores to sell their service and/or the lady went into an actual store to conduct her business.

Originally Posted by cingman66

A. She is stupid for buying her phone at an Expo.
B. The word you are looking for is spelled "her" not "here"
C. I agree that the rep took advantage of her...but that's really AT&T's fault for allowing such a shoddy outfit to sell their service. None of this would have happened if AT&T only allowed good Agents and COR stores to sell their service and/or the lady went into an actual store to conduct her business.

Originally Posted by PPCMD

The bottom line to this is buy from a brick and mortal site (COR, reseller etc.) but it is AT&T's unethical behaviors and tactics you all admit to here in the forums that are the issue and in the end will very likely drive customers away and decrease your sales.

Originally Posted by Markdcv

what exactly is an expo and how were they able to put a v557 on a contract? I was aware those phones could still be sold in agent locations but not on contracts, well thats how it is in my market any ways.

Originally Posted by cingman66

I couldn't agree with you more. AT&T is responsible for more lost business than any rep or store could ever hope to throw away. From Expo's to lousy Agents (remember The Mobile Solution?) to online sites like Wirefly, Let's Talk, etc...AT&T has created a HORRIBLE reputation and done a tremendous disservice to all its' customers and employees alike. All in the name of making a few extra dollars by having umpteen places to buy a phone...when all they really have to do is limit the sources, hold everyone to higher standards, and charge a fair price for what they offer--read: NO MORE FREE PHONES. This industry is self-defeating...succeeding despite itself. If someone with half a brain were in control they could really make this a decent business--good for both customers and employees, and ultimately their own bottom lines.

<end rant>

Originally Posted by MacHacker

Nope, in our market authorized retailers can still sell them with a contract. They actually make a killing on the sales. It costs them even less to buy the non ATT branded box/equipment, they have some one upload the Cingular firmware into the phone, yes the Cingular firmware, then they turn and sell it.

Originally Posted by cingman66

Yes they can sell them, but what they "forget" to tell the poor customer is that these "new" phones DO NOT have any warranty through AT&T, and most likey do not have one anymore through the manufacturer either, as the phones are most likely past the date code.

AT&T XBM will only honor phones sold through AT&T. Any agent buying non-branded phones and re-selling them to customers needs to honor any warranties in-house, as AT&T will refer them back to the original store.

Originally Posted by cingman66

Just had a customer today that bought a phone from the internet and was told to come by a store to get the Mail-in Rebate form. Our rebates are for IN STORE sales only. Internet sales can all go to hell.

Originally Posted by MacHacker

Yea, but now that ATT is buying up all the agents, what's going to happen to those customers who purchased the phone while under a year, and that agent no longer exists? I wonder if ATT will cover those phones, or if the customers are SOL?

Originally Posted by Wonwad

Lol. A customer came in and told me that he wanted a free phone with good reception for his upgrade.

Originally Posted by NXTLAU

I love the customers that know it all. I just had this young girl swear up and down that she can put her nextel sim card in an AT&T phone and it will work. Direct connect and everything. I love it!

Originally Posted by MacHacker

They need to learn to respect their betters. It's not like we work in the cellular industry, and it's not like we work for her service provider or anything. . .

Originally Posted by ATnt-RSC

WTF are you talking about? Every time the guy took the data off, the rep was charged back.

Please go troll elsewhere, to some place where you won't embarrass yourself, or slander someone who went far out of his way to help a customer.

Seriously, get lost.

Originally Posted by ATnt-RSC

Here's one that happened to a friend of a friend.

Guy buys Treo, gets data plan. The rep is happy, he got a new act. and a data feature. All is well for the next 5 weeks. Then the guy comes back with a $2,000 bill. The customer took the data feature off and assumed the phone was using WiFi. Ha-ha, no. Long story short, a few calls later and the guy got EVERYTHING credited back, the only condition was that he put the data plan back on.

Pretty stupid, right? More than enough for one post, yet there's more.

The cust. comes back a month later, this time with a $2,500 usage bill. Apparently forsaking all reason and dignity, he took the data plan off again. So again, a few calls were made, the account was credited. Again the only caveat was that the custom had to keep the data plan on. The rationale for this was thinking that no one could possibly be dumb enough to cancel a feature after being educated on the device and seeing the consequences of removing the data plan. Perhaps, the billing system deleted it on mistake, I have seen it before myself

That's a nice ending, isn't it? Above and beyond customer service, right? Well, we're not done yet. Keep reading.

The customer, almost like clockwork, came back a month after the last incident with a $500 overage on the bill. You probably won't believe what the customer did, AGAIN. The rep told the customer to get lost, that he wasn't helping him, and that he was so stupid he didn't deserve help.

Supposedly that customer hasn't come back.

Originally Posted by OffTheHorseCEO

is inbreading where bread and bread inbreed? hehehe

just pickin

Originally Posted by ATnt-RSC

WTF are you talking about? Every time the guy took the data off, the rep was charged back.

Please go troll elsewhere, to some place where you won't embarrass yourself, or slander someone who went far out of his way to help a customer.

Seriously, get lost.

Originally Posted by Sonix

No not true, the problem with wireless is the few(pimples) that like idiots, giving wireless it's reputation. What gets old, for some, is these pimples acting and thinking they are grown up. They are not!

Originally Posted by Sonix

Ok, before your time, it was one of the biggest threads on hofo. One of you guy's posted the 3G maps before there was 3G and was reposted on many forums. It was taken down then reconsidered and put back up. but I don't think Cingular appreciated them in public.



Sure when you are king and can understand what you read. A small amount of reps (pimples) give wireless it's deserved bad name. It's not just me, millions feel this to be true and it is ranked along side of car sales.

Pimples flip honest sales reps do not, keep that in mind when you are considering it.

Originally Posted by iam4161987

Oh, Oh, I have one!

Customer walks in yesterday 9/23/07 with a broken CG225 case, says is under warranty and wants to exchange. I look at the recipet, 9/16/06. he doesnt speak that great of english, but is well enough to hold a conversation.
i explain to him that the warranty is expired, i will be able to sell him a new one, but i cannot replace his current one at no charge.
he tells me that:
"it has only expired a WEEK ago."(and he stresses week like weeeeeeeeek)
i said "yes sir, i realize that. but it is expired, and with it being expired it is no longer valid"
"but i am coming to apeal to you, its only a WEEK. it says here on the package it has a limited warranty for a year"
"yes sir, and it has been more than a year"
"ma'am, i dont think you are understanding me. it was expired only a week ago. i am here to apeal to you."
"sir, i understand your frustration. but with the warranty being expired, no matter the time it has been since, expired is expired. if it expired yesterday, and you bring it to me today, i still cannot replace it for free."
customer shakes head and rolls eyes.
"But ma'am you are not trying to be helpful. i am here to apeal to you. it has only expired a week. it says on the box that you will replace it for a year. why is att not trying to help me?!"
me... becoming frustrated. "sir, the warranty is expired. att offers quite a long warranty on accessories. it was garunteed for one year, it has been longer than a year, and the warranty is over. if it broke while it was under warranty, you could have brought it to me then, and i would have replaced it. since you are bringing to me now, a week after the warranty is expired, i cannot replace it. there is no warranty to cover it."

after all that he says to me : "you do not listen. why can you not replace it?"
me, speaking slowly, as not to be misunderstood: " the warranty is for one year right?"
"yes"
"and has it been over a year?"
"yes"
"so the warranty is expired?"
"yes"
"so i cannot replace it for free, because the warranty is expired, correct?"
"but it has only been a week. why is att not trying to help me? you are not understanding me. you are not listening. att does not care for its customers. you do not care for my problems. you are not understanding the problem. i am here to apeal to you, and you are not listening."


this continued for at least 10 mins.. back and forth. he becomes extreemly frustrated and makes his final plea... tha ti dont listen, i dont understand, att doesnt care, att doesnt understand, i am not caring... when i do not budge he stands to leave...

"Thank you for your time sir, and I AM sorry about the mix up. Have a nice day."

seeing that he lost the argument.... well that set him off. ''DONT YOU DO THAT. DONT YOU BE LIKE THAT. YOU DO NOT CARE FOR MY PROBLEMS. ATT DOES NOT CARE. YOU DO NOT LISTEN. IT HAS BEEN ONE WEEEEEEEEEEEEEEEEEK AND YOU WILL NOT HELP ME. DO NOT TELL ME "NICE DAY".


we stood there... him giving me a "your an evil B****" look and me staring at him like he was retarted, more pity than anger. and he bows head and storms out shaking it.

Originally Posted by cingman66

Another laugher:

Customer comes in and explains that she just transferred her number from Verizon and bought a phone at a different location. She says that she needs the numbers transferred from her old VZ phone to her new ATT phone. I tell her that'll be $20. She says, "No, it is free." I say, "No, that'll be $20." She insists this time, "NO, it is free to transfer numbers." I insist, "NO, it is $20." She repeats herself. After several go-arounds, with her explaining that the original store told her she could get her numbers transferred for free from any store, I closed by saying, "Let me re-phrase...HERE it will be $20...why don't you go back to the original store, and maybe they will do it for free."

Thank you...come again.

Originally Posted by cingman66

Another laugher:

Customer comes in and explains that she just transferred her number from Verizon and bought a phone at a different location. She says that she needs the numbers transferred from her old VZ phone to her new ATT phone. I tell her that'll be $20. She says, "No, it is free." I say, "No, that'll be $20." She insists this time, "NO, it is free to transfer numbers." I insist, "NO, it is $20." She repeats herself. After several go-arounds, with her explaining that the original store told her she could get her numbers transferred for free from any store, I closed by saying, "Let me re-phrase...HERE it will be $20...why don't you go back to the original store, and maybe they will do it for free."

Thank you...come again.

Originally Posted by Sonix

And thats why wireless is what it is. Number one!

Originally Posted by cingman66

Another laugher:

Customer comes in and explains that she just transferred her number from Verizon and bought a phone at a different location. She says that she needs the numbers transferred from her old VZ phone to her new ATT phone. I tell her that'll be $20. She says, "No, it is free." I say, "No, that'll be $20." She insists this time, "NO, it is free to transfer numbers." I insist, "NO, it is $20." She repeats herself. After several go-arounds, with her explaining that the original store told her she could get her numbers transferred for free from any store, I closed by saying, "Let me re-phrase...HERE it will be $20...why don't you go back to the original store, and maybe they will do it for free."

Thank you...come again.

Originally Posted by MacHacker

Here's another one for you. I have this one customer who continually comes in once a week like clockwork, insisting that he needs to put in contacts in his phone only in my store. So I show him how to do it every week, and he spends the next hour entering in contacts. He is here now. AAAAAAAAAAHHHHHHHHHHHHHHHH!

Originally Posted by JP Whoregan

You're absolutely right. Shame on you Cingman for not transferring her numbers. You should have transferred the numbers, then gone over Sonix's house to pick the cotton in his backyard so his opinion of us wireless a-holes would improve a little.

/sarchasm

lol I do the same thing when these clowns come in wanting me to do some slave work. "Sorry, my Cellebrite machine is down, and won't be repaired until next week."

Originally Posted by Wonwad

Had a customer call me because he was in a family plan with his dad and they both had old phones and wanted to upgrade but none of the stores he went to would offer him a good deal on a phone. I don't know how he got the number to my location, but this guy was stupid. I was with another customer at the time, and this idiot was crying about how he and his dad deserves a free phone because he's been a customer for so long, and that he may have to go with Verizon. The ending went out like this as I remember it:

Me: Ok, give me your cellphone number so I can look up your account
Idiot: "Continues to whine"
Me: Let me open up your account so I can tell you what I can do, whats your cellphone number.
Idiot: "Gives me his name"
Me: No, I need the cellphone number, what is it.
Idiot: "Gives the number"
Me: And the zip code.
Idiot: We have the plan with the 550 minutes...
Me: I need your billing zip code
Idiot: We have to phones on the line and we need a good deal
Me: "Click"

Originally Posted by iam4161987

Oh, Oh, I have one!

Customer walks in yesterday 9/23/07 with a broken CG225 case, says is under warranty and wants to exchange. I look at the recipet, 9/16/06. he doesnt speak that great of english, but is well enough to hold a conversation.
i explain to him that the warranty is expired, i will be able to sell him a new one, but i cannot replace his current one at no charge.
he tells me that:
"it has only expired a WEEK ago."(and he stresses week like weeeeeeeeek)
i said "yes sir, i realize that. but it is expired, and with it being expired it is no longer valid"
"but i am coming to apeal to you, its only a WEEK. it says here on the package it has a limited warranty for a year"
"yes sir, and it has been more than a year"
"ma'am, i dont think you are understanding me. it was expired only a week ago. i am here to apeal to you."
"sir, i understand your frustration. but with the warranty being expired, no matter the time it has been since, expired is expired. if it expired yesterday, and you bring it to me today, i still cannot replace it for free."
customer shakes head and rolls eyes.
"But ma'am you are not trying to be helpful. i am here to apeal to you. it has only expired a week. it says on the box that you will replace it for a year. why is att not trying to help me?!"
me... becoming frustrated. "sir, the warranty is expired. att offers quite a long warranty on accessories. it was garunteed for one year, it has been longer than a year, and the warranty is over. if it broke while it was under warranty, you could have brought it to me then, and i would have replaced it. since you are bringing to me now, a week after the warranty is expired, i cannot replace it. there is no warranty to cover it."

after all that he says to me : "you do not listen. why can you not replace it?"
me, speaking slowly, as not to be misunderstood: " the warranty is for one year right?"
"yes"
"and has it been over a year?"
"yes"
"so the warranty is expired?"
"yes"
"so i cannot replace it for free, because the warranty is expired, correct?"
"but it has only been a week. why is att not trying to help me? you are not understanding me. you are not listening. att does not care for its customers. you do not care for my problems. you are not understanding the problem. i am here to apeal to you, and you are not listening."


this continued for at least 10 mins.. back and forth. he becomes extreemly frustrated and makes his final plea... tha ti dont listen, i dont understand, att doesnt care, att doesnt understand, i am not caring... when i do not budge he stands to leave...

"Thank you for your time sir, and I AM sorry about the mix up. Have a nice day."

seeing that he lost the argument.... well that set him off. ''DONT YOU DO THAT. DONT YOU BE LIKE THAT. YOU DO NOT CARE FOR MY PROBLEMS. ATT DOES NOT CARE. YOU DO NOT LISTEN. IT HAS BEEN ONE WEEEEEEEEEEEEEEEEEK AND YOU WILL NOT HELP ME. DO NOT TELL ME "NICE DAY".


we stood there... him giving me a "your an evil B****" look and me staring at him like he was retarted, more pity than anger. and he bows head and storms out shaking it.

Originally Posted by Wonwad

Why do customers assume that phones come with sim cards? I don't get it.

Originally Posted by Wonwad

Why do customers assume that phones come with sim cards? I don't get it.

Originally Posted by Wonwad

I give them new sim cards, but it annoys me when they ask me if the box comes with a sim card.

Originally Posted by irockash

That's semi-understandable; don't internet orders and insurance replacements come with SIMs in the box?

Originally Posted by ATnt-RSC

Why wouldn't you give them a new SIM card? They're <$2 worth of plastic and silicon.

Originally Posted by JP Whoregan

lol I do the same thing when these clowns come in wanting me to do some slave work. "Sorry, my Cellebrite machine is down, and won't be repaired until next week."

Originally Posted by cingman66

JP, you are too nice to these customers. You at least say "the machine is broken" so that they think you would actually help them otherwise. I like to tell it like it is--you bought your phone elsewhere...they made the commission...now go back there so they can do the transfer. Customers will never learn until we educate them.

Originally Posted by JP Whoregan

Because after you give the customer a new SIM card for no good reason, now you have to take the time to transfer their phonebook numbers, which is a perfectly good waste of 5 to 10 minutes (depending on how fast CardStation happens to load up on our crappy slow computers), which can be a major pain if you work in a busy store. My customers get a 64K SIM if they are buying a 3G phone and their previous SIM was 32K. Otherwise they do not.

Originally Posted by Really_Annoyed

But what if they bought the phone from JP and JP's maching is "down and won't be repaired until next week."? I'm not saying you or JP would do such a thing, but you and I both know there are plenty of reps who do. It certainly isn't the customer's fault that they dealt with an a-hole rep to begin with. It's not like the rep opened with "hi, my name is _____, and I'm an a-hole who'll only sell you things but don't expect me to help with any service issues," and the customer still decided to do business with said rep. If that was the case, the customer got what he deserved.

Originally Posted by cingman66

Well, I don't work with JP...so I would tell them to wait until JP's machine was repaired, or they could pay me the $20 transfer fee and I would be happy to transfer their numbers today. The "free" number transfer is for our customers only. AT&T may say that you can go to any store to get the numbers moved for free, but they are idiots who often send unsuspecting customers on all sorts of wild goose chases. The point is--don't expect to get "free" services from any old store...you will most likely only get them from the store you did business with, since they are the ones who GOT PAID. And God help you if you bought off the internet...you then get what you deserve..NOTHING!

Originally Posted by ATnt-RSC

Okay, but that doesn't make the customer stupid. Stupid is not knowing how to turn the phone on/off. Wondering why they don't need a new SIM is not. Indeed, customers have had to convert from 16K SIM's to 32K SIM's, orange to blue SIM's, and now they have to get 64K USIM's if they want a 3G handset. Odds are the only reason the customer was told they got a new SIM was because the new phone needed it. No background on the technology was given.

It's a perfectly valid question, it's your problem as to why you don't know why they'd ask. It's your problem that you are bothered by having to say something like "It's better to keep the same SIM, which we already know works, than get a new SIM which may be defective," or going through the incredible trouble of grabbing a SIM and scanning it into the system.

Originally Posted by Really_Annoyed

If AT&T really cared about customer experience, they would send their mystery shoppers into stores to ask for free SIM cards. Then they'll really know how real customers get treated.

Originally Posted by cingman66

Her question--"How can I tell who is leaving me messages without calling into voice mail?" My response--"You can't...you have to dial in and listen to the message." She couldn't understand why the phone wouldn't show her on the main screen WHO left the message. I told her it will just list how many voice mails she has...not the specific names of who left the messages. She wanted to know which phone could show her that info. I tell her there isn't a phone that will do that. She insists that a friend has one that will. I asked her if she meant that the phone displayed the phone numbers of her recent calls, and she said no, it wasn't the recent call list. I ask her what phone would her friend had...and we go round and round for a few minutes discussing the virtues of the modern cell phone.

Originally Posted by awj223

iPhone? Doesn't visual voicemail automatically download into the phone as an audio file and tag that file with the caller information?

Originally Posted by cingman66

Not sure...but I did ask her if it was an iPhone just in case...she said it wasn't.

Originally Posted by cingman66

Here's a good one...right out of the shoot today at 9:01:

Customer comes in for a charger for her LG225...and also to ask me about voice mail. Her question--"How can I tell who is leaving me messages without calling into voice mail?" My response--"You can't...you have to dial in and listen to the message." She couldn't understand why the phone wouldn't show her on the main screen WHO left the message. I told her it will just list how many voice mails she has...not the specific names of who left the messages. She wanted to know which phone could show her that info. I tell her there isn't a phone that will do that. She insists that a friend has one that will. I asked her if she meant that the phone displayed the phone numbers of her recent calls, and she said no, it wasn't the recent call list. I ask her what phone would her friend had...and we go round and round for a few minutes discussing the virtues of the modern cell phone. Needless to say, I convinced her that I was right and we proceeded to the next hurdle...the charger. I asked whether she wanted a car or home charger...she said "aren't they the same?" I said no, that she had to choose on or the other, or buy both. She said that she didn't want to spend $50 for two of them, so just the car charger would be fine. Here's the kicker--after all the questioning about voice mail, and her initially insisting there was a phone that could display the identity of the messager, she looks at the charger and says, "Oh no, this isn't the right one...it won't fit." So I took it out of the package and promptly plugged it in...generating another look of amazement from the customer. Moral of the story: Don't question my authority when it comes to cell phones--you are merely the customer and therefore are usually wrong.

Originally Posted by Sonix

I'm finding it hard to believe reps don't know how VVM works, are you guys just baiting me?

Originally Posted by cingman66

Baiting you...? I was hoping you fell off the face of the earth.

As for not knowing VVM...I could care less what the precious iPhone does. And my ignorance is bliss and has not affected my sales in any way, so plllp!

Originally Posted by SmokinTrickster

The Iphone automatically downloads voicemails when they are left and displays who left them and lets you select which ones to listen to or delete without dialing your voicemail. It is the only phone that AT&T offers that can do this.

You were wrong in saying no phone could do this, she obviously didnt know anything at all.

Originally Posted by cingman66

Baiting you...? I was hoping you fell off the face of the earth.

As for not knowing VVM...I could care less what the precious iPhone does. And my ignorance is bliss and has not affected my sales in any way, so plllp!

Originally Posted by JP Whoregan

BWAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAH A!!!!!!!!!

That's funny!!!!

And that's funnier, because I share the same sentiment about the precious "iTurd".

Originally Posted by cingman66

Just for closure--the customer just came back in and decided to complete the exception upgrade after all. Sheesh...

Originally Posted by cingman66

Ok...I just wasted the better part of my morning going back and forth with a woman over an exception upgrade. Here's the story:

She came in with a v3 that had obviously been drenched in what I can only assume was coffee...and stated that her phone won't ring anymore. She says the only moisture that could possibly be in the phone had to have come from the condensation off her fridge. Yes, she really said that. Needless to say, I went over her options for replacement (she was 15 months into a 2-year agreement, so the options were slim) which were 1) purchase a phone outright, or 2) complete an exception upgrade. I explained that if she waited until December she could get the "full" discount for renewing her contract, but if she chose to upgrade today, it would cost a little more.

She decided to do the exception upgrade, so I went ahead and pulled out a handwritten contract. Her husband then throws in the idea that maybe they should just use an old phone for the next two months and come back in December for the full upgrade. No problem, I say...that's a good idea. Forget that I've already spent 15 minutes with them choosing a phone. So, I put away the contract, but on the way out, she tells me that the last time she upgraded, the rep said that she HAD to change phones, even though her phone was still working at the time. I deduced that she must have had the old blue AT&T Wireless...which she confirms...which means she can not use her old phone.

So we're back to the exception upgrade. I fill out the contract, call it in, make a test call, and have her sign the contract. At this point, she realizes that it is a two-year renewal (I don't know what gave her that idea...other than the fact that I mentioned it like 10 times so far), and asks if she can still come back in December for her "full" upgrade. When I explain that she is using her upgrade credit NOW and will not be able to come back in December and get another discount, she backs out...again. She says that she thought she could get a cheap phone now and then get a better phone in December...both at discounts because she has been a good customer for 10 years ...yadda yadda yadda. She doesn't understand why AT&T requires a commitment to get phone discounts, and thinks they should be discounted JUTS BECAUSE she is a good customer. I tell her that if they discounted the phone now with no further commitment, then what would stop her from cancelling service tomorrow and keeping the phone? She looks at me puzzled, and I lost 30 minutes of my life. Thank you Mrs. Customer.

Originally Posted by cingman66

Now I know I'm going to catch a lot of crap from all those customers lurking out there...but tough *******...sometimes you just have to stand up for what you believe in. And I believe that AT&T is screwing us with their internet and telesales pricing, so I am not going to help a single one of those cheap customers when they come in.

Originally Posted by Really_Annoyed

Just a quick question. When people ask you about your work, do you say "I work for AT&T" or do you say "I work in a store on XXX main st (or insert your store address) that has an AT&T sign outside"? Because if you work for AT&T, then it's your job to help AT&T's customers. But if you're an employee of one specific store w/ your paycheck signed by your store manager, then you should turn away anyone who didn't buy their phones from your store.

Now, I remember being pi**ed with AT&T for undercutting it's own employees with the lower online prices. And I would always help customers I dealt with before customers from else where. But that doesn't mean that if there's no one else in the store and a customer comes in with something he bought online and needs help, I'd tell him call customer service.

ps. standing up for what you believe in would be actually telling AT&T to f themselves (ARSM or someone) not taking it out on a customer.

Originally Posted by SmokinTrickster

If I have one more customer come in here with another damn "Free 6085" flyer they got in the mail... I'm going to choke them.

Originally Posted by cingman66

I don't know why this keeps coming up in this forum, as it is for AGENTS and employees, but...I DON'T WORK FOR AT&T. I work for an AGENT, and as such, refuse to help whoever I please.

And if I had the chance to speak to anyone at AT&T at a high enough level, I most certainly would tell them to go F themselves. Customers, on the other hand, just need to be educated...I am not mean to them...I just don't help them. I've said it before...I will not perpetuate my own demise by helping internet customers. To paraphrase JP, if they are crafty enough to buy on-line, then they should be crafty enough to fix their own problems.

Originally Posted by cingman66

I don't know why this keeps coming up in this forum, as it is for AGENTS and employees, but...I DON'T WORK FOR AT&T. I work for an AGENT, and as such, refuse to help whoever I please.

And if I had the chance to speak to anyone at AT&T at a high enough level, I most certainly would tell them to go F themselves. Customers, on the other hand, just need to be educated...I am not mean to them...I just don't help them. I've said it before...I will not perpetuate my own demise by helping internet customers. To paraphrase JP, if they are crafty enough to buy on-line, then they should be crafty enough to fix their own problems.

Originally Posted by JP Whoregan

In summary, it is my unabated GOAL to make sure these douche-bags have the worst possible "internet buying experience", so that maybe they'll think twice before clicking that magical "Add To Cart" button on the website ever again. Like Cingman and myself have been saying around here for the past 2 months...we're not about to slit our own throats and put ourselves OUT OF A JOB eventually by helping the internet division steal business from us, and then cleaning up the messes that they create. I have better things to do, quite frankly, like making money.

Originally Posted by ATnt-RSC

I help the web/phone customers. I try to spend as little time as possible on them, but I don't leave them hanging.

Originally Posted by JP Whoregan

I'm just about sick and damn tired of internet sales screwing things up ROYALLY, and then sending thier retarded customers into my store so I can spend an hour cleaning up a mess that THEY created, and all this AFTER they've taken credit for the activation. Unfortunately, I usually get stuck with helping these clowns eventually, because I work for the corporate master. But I'll usually make them sweat it out for a half hour first by telling these jerkoffs that "I need to go verify something with my manager on this, I'll be right back..."

then I step out the back door, crack open a Red Bull, and smoke a cigarrette. If these internet discount-seeking tards are hell bent on wasting a bunch of my time, then I'm going to make sure I waste some of theirs.

In summary, it is my unabated GOAL to make sure these douche-bags have the worst possible "internet buying experience", so that maybe they'll think twice before clicking that magical "Add To Cart" button on the website ever again. Like Cingman and myself have been saying around here for the past 2 months...we're not about to slit our own throats and put ourselves OUT OF A JOB eventually by helping the internet division steal business from us, and then cleaning up the messes that they create. I have better things to do, quite frankly, like making money.

Originally Posted by Leland915

So last week a woman calls into our store with a trio 650 problem, she has removed the sim card tray and dropped the sim card into the slot, then try to force the tray back in. The sim card is now stuck in the phone. One of the other reps is taking to her on the phone and informed her that if she would like us to take a look at it she could bring it in.
We are a cor store and are not allowed to take apart a customers phone.
Woman comes into store, when we cannot take the phone apart to fix her phone she get mad, and starts yelling at everyone in the store.

Dumb bi*ch this and that; Goes on for about 5 mins before we have to ask her to leave the store.

About an hour later I answer the phone,
me; thank you for calling att what can I do for you.
Customer; LET ME TALK TO ONE OF THEM DUMB BIT*H’S
Me; you are going to have to be specific, I don’t know who that is.
Customer; well let me talk to that big man looking ho!!
Me; im sorry, is there anything that I can do for you?
… this goes on for another min or so. She wanted to tell us that we were all dumb because she took her phone down the street to the repair place we told her to go to and they fixed it…

She calls back the next day and asks to talk to the manager. Accuses one of the girls that she was insulting of looking up her address, and going to her apartment, following her to popeye’s and yelling obscenities at her. She then refuses to talk to out manager because he is a dumb man, we put her on with assistant manager where we go over all of this again.

To make an already long story shorter this was a 4 day ordeal that went all the way to our ARSM who was shocked at how rude the woman was. I have lost faith in humanity. There are far too many dumb people in this word, I fear that they far out number intelligent people and a coup d'état may be in the works but who knows.

Originally Posted by cac67

Doesn't look like they're having a very pleasant experience in your store, either. Do you expect to gain these customers business on their next purchase?

Originally Posted by JP Whoregan

"See honey? We can get our free internet phone, and when it arrives broken or I decide I don't like the phone after all, all we have to do is take it to the nice AT&T man at the store and he will make all of our problems disappear!"

Originally Posted by cac67

"See honey? The service is so lousy in the store, we might as well save a few bucks and get our next one on the web too. At least we wont have to wait all day while that guy smokes and drinks a red bull."

It's too bad you're straight commission. If you had some hourly pay, too, you might not object so much to helping out your employers customers.

Originally Posted by Leland915

I have lost faith in humanity.

Originally Posted by Really_Annoyed

Yeah, I did the same thing. If it was something simple like going into OPUS and clicking on a couple things, I'm all for it. If it required calling customer service or just something I couldn't do, I'd just tell them exactly that. Of course, if they caught me on a bad day, I might not have told them nicely...

Originally Posted by i880/8525junkie

...I don't go to the Used Car Salesmen to exchange the car I bought from the Internet Sales Division of a New Car Dealer do I?? People can be so ****ing clueless...then people wonder why they get treated like ****...

Originally Posted by OutPhase

There's really no way out of the cycle once it starts. Once someone finds that amazing deal online, they'll stay there for their future purchases. It's not their fault 611 CSRs send them to the corp stores, so they deserve some attention, but I can understand focusing primarily on in-store customers.

Originally Posted by ludetypes98

don't get me started on ****ing web customers who come into the store and ask tons of questions only to leave and buy the phone online because it is "free." then they have the nerve to come back and want to either do an exchange or have you troubleshoot/activate their phone along with transferring all their contacts over. I don't mind helping the occasional web customer, some who just like the convenience, but for customer who you spend so much time with in the store and at the end, say "I'm going to buy the phone online because it's free" and come back a few days later complaining about how ****** the phone is, I just want to reach across the snail and put my two hands around their throat.

/end rant

Originally Posted by cac67

Here's more of that finger wagging, but I'll keep it brief.

cs sends people to cor stores for exchanges for internet orders because that's one of the two options available, the other one being mail. It's part of your job to support the web customers, whether you like it or not. If you don't like your job, why do you keep it? Why dont you work for an agent? I wouldn't say a thing to an agent with this attitude, in fact I would support them in it. Why? Because it's not their job. It's yours. Whether you agree that it should be or not, it is. Whether you like it or not, it is. And if you're so worried about your job being phased out in favor of web sales, you're not helping your case by making it difficult to get service in a store.

It's all probably moot anyways, with the upcoming consolidation and reduction in b&m retail locations.

Originally Posted by Madcat455

Exchanges never botherd me when I was COR.... In, swap it, done.. GTFO. But when they wanted to spend time looking to switch it for a different phone, or go over it's features after swapped... I'd say that they had to do it with the online tutorial. I flat out wouldn't help them, and would be rude if needed to get them the F out.

BTW... I was one of the highest reps in our market... had an EXCELLENT feedback rating.

I'm running an agent store, and we will not help internet sales either. Our sales staff are much happier for it.

Originally Posted by cingman66

Somebody posted about how COR employees HAVE to put up with this crap because it is part of their job description--since they work FOR AT&T. That's BS, man. Nobody should have to take the leftover crap that AT&T wants to leave behind...the customer service crap that should be dealt with by the rep that MADE THE MONEY in the first place. They still pay us (and COR employees) based on sales, and they still judge us, and fire us for the lack of sales. So if they are going to take those sales opportunities away, why the hell should we help them? We need to make sure that ALL internet customers realize what a mistake it is to buy online...not only because of how it affects OUR paychecks, but how it will eventually affect their paychecks in the long run. They are assisting in the demise of this economy...if you do not support your local stores, then there will not be any local stores. Do you think AT&T filters that money down? The money from internet sales benefits AT&T, and AT&T alone.
C-Man

Originally Posted by cingtd

To the corporate store reps complaining here:

Customer service reps are required to offer customers the option of taking defective equipment w/in the first 30 days to a retail location for warranty replacement as stated in CSP. It is not possible to do so via XBM in that time frame.

Additionally, CS reps don't actually have the phones available to them (unless they happen to own one) and troubleshooting is limited to online user guides. Some customers actually require human intervention to turn on a telephone. Only so much can be done over the phone. If a customer needs to transfer contacts from one SIM to another SIM they might be directed to a store if they can't be talked through the process over the phone.

Originally Posted by JP Whoregan

Then guess what?

THESE CUSTOMERS SHOULDN'T BE BUYING PHONES ON THE INTERNET@!!!!!! IF THEY NEED HUMAN INTERVENTION, THEY SHOULD GO TO THE DAMN STORE TO BUY THIER PHONE!!!!!!

Sorry for yelling, but cingtd, man, you just made my case for me.

Originally Posted by JP Whoregan

Then guess what?

THESE CUSTOMERS SHOULDN'T BE BUYING PHONES ON THE INTERNET@!!!!!! IF THEY NEED HUMAN INTERVENTION, THEY SHOULD GO TO THE DAMN STORE TO BUY THIER PHONE!!!!!!

Sorry for yelling, but cingtd, man, you just made my case for me.

Originally Posted by JP Whoregan

Then guess what?

THESE CUSTOMERS SHOULDN'T BE BUYING PHONES ON THE INTERNET@!!!!!! IF THEY NEED HUMAN INTERVENTION, THEY SHOULD GO TO THE DAMN STORE TO BUY THIER PHONE!!!!!!

Sorry for yelling, but cingtd, man, you just made my case for me.

Originally Posted by cingman66

Anyway, I was writing to agree with Offthehorse about CS directing customers to COR stores for SALES, but directing them to ANY store for service. WTF. We aren't good enough to MAKE the sale, but they don't mind if we SUPPORT the sale. Well, then, PAY me to support the sale. When AT&T starts paying us to support their screw-ups, then we'll start helping them out.

C-Man

Originally Posted by Really_Annoyed

Funny how a very different piece of the same post caught my eyes than JP. You're absolutely right, agents don't get paid for customer support so it's really not their job to provide it. COR reps ARE PAID for customer support (at least last I checked they do get paid by the hour and not just commish) for AT&T customers. But since COR reps are just going to give the same s****y attitude, perhaps CS figured they might as well direct the customer to the closest place to get rejected. At least the customer will save a little gas.

Originally Posted by JP Whoregan

If you can live on what ATT pays hourly, then good for you. I can't.

Originally Posted by Madcat455

... ANY lost sale because of showing some Intardweb™ (<-- TM to whomever coined that phrase ) how to use thier phones or fixing their problems... Thank GOD I'm not COR anymore.... it's been 1yr and my A$$ is just starting to heal.

Originally Posted by krisguy

We used to use Spongebob in our notes for customers:
Sbob - not tech savy, but bright attitiude (they will listen)
Patrick - customer is a starfish, all hands, no brains
Sworth - know it all that can't function
Krabs - cheap bas*@rd

Originally Posted by JP Whoregan

THANK YOU!!! You may be one of the few, rare people on HoFo who understand that it is BAD CUSTOMER KARMA to come waste an employee's time if you don't plan on doing business with them!

Originally Posted by OffTheHorseCEO

hope y'all dont get mad but im buying my phone online hehe (for my ANR, finally got it after over a month since i applied for it). im also a nationwide agent so the price of the n75 online (premiere) is only 50 bucks, cant beat that, of course the only person i have to go to for troubleshooting is myself. if i dont know something google and forum searches are my best friends

Originally Posted by JP Whoregan

The problem is that most internet buyers are indeed tards and need a hand-holding after their brilliant money-saving internet purchase.

Originally Posted by OutPhase

The same applies to the general public. "A person is smart, people are stupid."

Originally Posted by PPCMD

This post is not intended as a flame or attack on the sales folks in this thread. This is my honest view and thoughts....

Originally Posted by Wrangler3383

I appreciate that you don't want to step on anyone's toes. However not only is what you are saying off topic, it is also not the place for it. If you would like to discuss business practices with the employees of AT&T, the place for you (the customer) to do that is in the main AT&T forum. Not in the employee "break room". Please see the subforum rules: http://www.howardforums.com/showthread.php?t=828735

I think a thread topic like this is good for employees/agents to vent in, and I am desperately trying not to close it. Let's get back to venting employees/agents.

If the employees/agents want to discuss business practices of AT&T in this subforum, feel free to open a different thread.

Originally Posted by classylady78

Most web order customers I have dealt with have a sense of entitlement when it comes to your time in the store. They will come in and ask you a bunch of questions, and then when you try to close the sale..."Oh I am going to order this online because it is cheaper" And when you try to sell the fact that you can have it set up for them and help them with it, then they say "Well I will come back to YOU if I need help" WTF???!!!