vB Easy Archive - Stupid customer action of the day

Pages: 1 2 3

Stupid customer action of the day
(Click here to view the original thread with full colors/images)

Posted by: cingman66

Quote:

Originally Posted by obstacles can kill

the fact that you are affiliated with AT&T in any sort of way considering your "views" and "opinions" on the customers that are the reasons you are employed just really sickens me. it's employees like you that make it a pain for the useful employees who actually care about making the customer happy...

What a piece of work you are...how will I ever sleep tonight knowing you disapprove of me so much.

You know, it really is possible to make customers happy and still turn a profit...too bad AT&T doesn't know how to do this yet.

Posted by: ivwshane

Quote:

Originally Posted by cingman66

What a piece of work you are...how will I ever sleep tonight knowing you disapprove of me so much.

You know, it really is possible to make customers happy and still turn a profit...too bad AT&T doesn't know how to do this yet.

I'd say that any company that posts billion dollar profits has a pretty good idea on how to make customers happy and turn a profit at the same time

Posted by: cingtd

Quote:

Originally Posted by ivwshane

I'd say that any company that posts billion dollar profits has a pretty good idea on how to make customers happy and turn a profit at the same time

Good point.

Posted by: supercsr

WOW, I feel for you folks....kinda...I am a VZW employee and we deal with the same fricken stupidity you guys do. We just changed from 25% off retail price with a new 2 year contract to the 1 year pricing with all applicable rebates for people with a lost/stolen/toilet/damaged/im stupid and left it in a cab/ phone. As I know this is better for the customer its also better for our company. If you check out our forums we arent badgering eachother as much, maybe we dont have the balls....but looking at what you guys go through more often than we do, tells me that the company doesnt truly focus on the customer. There are bad experiences for all types of customers, but it is all about how they go about bringing their problem/experience to us. I hope that ATT and VZW continue to battle for the largest customer base as it adds revenue for both of us. I was happy with my 3200 bonus in my first full year. What kinds of things do your csrs get, as I am always about the bigger better deal. 31K base plus bonus and OT. Help me out.

Posted by: ATnt-RSC

^AT&T is customer focused, but AT&T itself is unfocused with enough idiots with enough power to create some really dumb-*** initiatives and rules. Fortunately, I've got people above that override most of the stupid crap. However, they don't control things outside their area, and that's where most of the crap is.

Posted by: icesk8rwnabe

How about this one.. a customer came in and asked me if they had to have the Blackberry Data Package in order to send and receive picture messages. When I told him no, he just had to have a messaging plan, he informed me that he had the family messaging unlimited on his account. So I got a little curious and pulled up his account. He did have the fam text unl on his acct so I then made sure that his wireless internet pay per use was on his line. It was.
Well, he'd been to another store and they said that he had to have the Blackberry Data Package in order to Send and Receive Picture Messages. When I told him that they were incorrect, he told me that he knew they were because his g.f. only had the fam text unl and she could send and receive pics just fine.
Well, he went back to the other store later on to try and return his phone within his 30 days (assuming it was the phone) and they pulled up his account and saw that his RIM 8100 (Pearl) had insurance on it and they removed it! REMOVED IT! So they have misinformed this customer more than once, and had sent him to our store TWICE just for him to tell his story to us. It stinks because it was an agent store, and we're agents as well so we couldn't do an exchange or help him in any way because it was too late to re-add his insurance and we did all the trouble-shooting we could. It just pissed me off that people were completely ignorant and messed up TWICE on one guy. What else do they NOT KNOW? Ugh.

Posted by: icesk8rwnabe

*did you like the subject change there?* see what i did there? yup...

Posted by: anubis9278

Quote:

Originally Posted by icesk8rwnabe

*did you like the subject change there?* see what i did there? yup...

i think this is the first time i read an agent bashing an agent but in a good way...sort of knowledge vs. being shady. but insurance can be put back on with one call to a CS manager, but i would make the other store do it. then again they probably mess that up 2.

Posted by: tomek385

customer comes into store thinking about upgrading his onld MOT V551 to possibly a curve. Excellent. customer asks me a question as follows....

How many minutes will i need to be able to access the internet and my personal e-mail?

WOAH he did not just ask that.

So then the explaining goes forth.

Posted by: ivwshane

Quote:

Originally Posted by icesk8rwnabe

Well, he went back to the other store later on to try and return his phone within his 30 days (assuming it was the phone) and they pulled up his account and saw that his RIM 8100 (Pearl) had insurance on it and they removed it! REMOVED IT!

Interesting, according to csp it say that the pearl cannot send receive mms without a data plan but the curve can.

Posted by: davetv77

That is correct only the Curve can as its software will allow it. When the new software update comes out in like a month or so then the pearl will be able to send MMS as well. Please don't bash other agents when you yourself are incorrect. Yes they were incorrect about the insurance but they were right about the MMS messaging. Just wanted to clear this up.

Posted by: classylady78

I have seen this first hand with the pearl. I even tried adding pay per use for a customer, and it worked for like 3 weeks and then stopped working. She was so mad, but I don't decide what works and doesn't. Originally I told her she needed the bb package. My manager suggested ppu. MMS will not work with the Pearl unless they have the BB package.

Posted by: cellguy030

Quote:

Originally Posted by tomek385

customer comes into store thinking about upgrading his onld MOT V551 to possibly a curve. Excellent. customer asks me a question as follows....

How many minutes will i need to be able to access the internet and my personal e-mail?

WOAH he did not just ask that.

So then the explaining goes forth.

i get that one alot, people that have never had a converged device ask it all the time.

Posted by: krisguy

Quote:

Originally Posted by classylady78

I have seen this first hand with the pearl. I even tried adding pay per use for a customer, and it worked for like 3 weeks and then stopped working. She was so mad, but I don't decide what works and doesn't. Originally I told her she needed the bb package. My manager suggested ppu. MMS will not work with the Pearl unless they have the BB package.

Yep, that also includes any WM devices as well. Curve is the only one I've found that works with PPU.

Posted by: Skins_kg

Quote:

Originally Posted by krisguy

Yep, that also includes any WM devices as well. Curve is the only one I've found that works with PPU.

Never had issues with a WM device sending MMS with ppu.

Posted by: cingman66

Quote:

Originally Posted by icesk8rwnabe

How about this one.. a customer came in and asked me if they had to have the Blackberry Data Package in order to send and receive picture messages. When I told him no, he just had to have a messaging plan, he informed me that he had the family messaging unlimited on his account. So I got a little curious and pulled up his account. He did have the fam text unl on his acct so I then made sure that his wireless internet pay per use was on his line. It was.
Well, he'd been to another store and they said that he had to have the Blackberry Data Package in order to Send and Receive Picture Messages. When I told him that they were incorrect, he told me that he knew they were because his g.f. only had the fam text unl and she could send and receive pics just fine.
Well, he went back to the other store later on to try and return his phone within his 30 days (assuming it was the phone) and they pulled up his account and saw that his RIM 8100 (Pearl) had insurance on it and they removed it! REMOVED IT! So they have misinformed this customer more than once, and had sent him to our store TWICE just for him to tell his story to us. It stinks because it was an agent store, and we're agents as well so we couldn't do an exchange or help him in any way because it was too late to re-add his insurance and we did all the trouble-shooting we could. It just pissed me off that people were completely ignorant and messed up TWICE on one guy. What else do they NOT KNOW? Ugh.

Well, as has already been mentioned, they were correct about the MMS not working on the Pearl without a BB data package. As for the insurance, it has only been available on the Pearl since February...so if the customer bought the Pearl before that then it wasn't eligible for handset insurance anyway. As for them removing a feature without any real reason...well that's just plain wrong. Let's assume the Pearl did not qualify for handset insurance at the time of purchase, but the customer had the feature on the account from a past phone...if it was just left alone, then the customer would be able to keep it for the Pearl once it became eligible...so they shouldn't have taken it off.

Posted by: krisguy

Quote:

Originally Posted by Skins_kg

Never had issues with a WM device sending MMS with ppu.

Really? I have had issues with the Tilt and the Q. BJII appears to work fine, though.

Posted by: icesk8rwnabe

I agree, and I even saw their boss/owner of the company later that day and told him what we had been through... but the thing is, I've called into CS before to add insurance to an account, and I've had to call back like 5 times to add it because the CS reps were refusing to add it even after I had noted the account and had all the verification needed. So removing the insurance left a bad taste in my mouth.

Posted by: icesk8rwnabe

Quote:

Originally Posted by davetv77

That is correct only the Curve can as its software will allow it. When the new software update comes out in like a month or so then the pearl will be able to send MMS as well. Please don't bash other agents when you yourself are incorrect. Yes they were incorrect about the insurance but they were right about the MMS messaging. Just wanted to clear this up.

Well, is that true? I'm pretty sure that our REGIONAL at&t rep told me that there was a certain pay per use that you had to put on the pearl, but it would work without the blackberry package... so??? I don't know, maybe her 15 yrs of service to the company hasn't done any good for her... She works at the main corporate office in the third biggest city in Indiana... and we're getting 3g soon. So maybe I was misinformed by her, but that day that the customer came in here, she told him that he could send pics without having the package, annnnnd he had 3 people that he knew come in with him when he came back the second time to tell us how the other agent store had treated him.

*** His gf and best friend both have the pearl and they were 2 of the 3 that accompanied him into the store. the third person was his brother, who joined the others right before they left *** (3 pearls and only fam txt unl and ppu)

Posted by: icesk8rwnabe

I just looked on CSP myself and saw that a prerequisite for the Pearl in order to send MMS was a "Blackberry Data Rate plan." ****. Great. It doesn't make sense to me though. Shouldn't my rep know that?

annnnd is it just a freak coincidence that it's allowing the gf, bff, and bro to send and receive pics without the data rate plan?

Posted by: cingman66

Quote:

Originally Posted by icesk8rwnabe

15 years of service is nice and all, but nothing beats trial and error. We tried many times to get internet and MMS to work on a Pearl...using all different SOC codes...the only thing that works is a BB data package. There is something in the software of the Pearl that will not allow it to access the internet without the correct package--this info comes directly from our RIM rep. The Curve was not burdened with that restriction, therefore any PPU or other data package will allow you to connect to the internet or send MMS.

Posted by: icesk8rwnabe

I wna shoot myself in the foot. I don't get it. How does his gf and bff and brother have it? I looked at his gf's acct but not his bff and he's on his brother's and mother's account so how come it's working for them? I am so friggin confused here. I see what you were saying about CSP tho. Thanks. I really didn't think it showed prerequisites like that.

Posted by: cingman66

Quote:

Originally Posted by icesk8rwnabe

I wna shoot myself in the foot. I don't get it. How does his gf and bff and brother have it? I looked at his gf's acct but not his bff and he's on his brother's and mother's account so how come it's working for them? I am so friggin confused here. I see what you were saying about CSP tho. Thanks. I really didn't think it showed prerequisites like that.

Theonly explanation is that maybe the other Pearls have updated software, or were originally programmed differently so that they don't carry the same restrictions.

Posted by: Skins_kg

Off topic, but just wanted to add that I chuckled a little bit at "third biggest city in Indiana." I thought Indiana only had one city!

I live in Indiana, so not bashing.

Posted by: icesk8rwnabe

Quote:

Originally Posted by Skins_kg

Off topic, but just wanted to add that I chuckled a little bit at "third biggest city in Indiana." I thought Indiana only had one city!

I live in Indiana, so not bashing.

It's okay, I just hate it when people think that people who live in Indiana are soo country. I've never even seen a tractor and I am very "city oriented"... I love having the world at my fingertips... and I hate it when people think just because I live in Indiana - I'm a friggin hick. I do like country music though...

Basically, I was just trying to prove we weren't just some dumb hicks by saying that... and the rambling continues... ugh.

Lemme put it this way - we're similar to Indianapolis.

Posted by: Skins_kg

Quote:

Originally Posted by icesk8rwnabe

Basically, I was just trying to prove we weren't just some dumb hicks by saying that... and the rambling continues... ugh.

Lemme put it this way - we're similar to Indianapolis.

According to this you live in Evansville, which is where I went to college and not very similar to Indy IMO.

http://en.wikipedia.org/wiki/List_o...s_by_population

Posted by: icesk8rwnabe

I'm sorry I post so much but this one is toooo great to let go...
*Phone rings, I answer*
Me: ****** Wireless (we're an agent)
Cust: Who?
*I repeat*
Cust: Oh, I thought I was calling cingular.
Me: Well, we sell at&t, we're an authorized agent - we just aren't owned by the company of at&t.
Cust: Well, I have cingular.
Me: Yes, ma'am. I understand that, but at&t bought out cingular.
Cust: But you just told me that you weren't cingular.
Me: We aren't. We are an authorized retailer of at&t and since at&t bought out cingular, then cingular is no more.
Cust: Well, I have cingular and my son has at&t and I want to look at my bill.
Me: Well I can help you go over your bill with you if you'd like.
Cust: YOU JUST TOLD ME THAT YOU WEREN'T CINGULAR!!
Me: Ma'am, we are at&t. Cingular no longer exists as a company. At&t and cingular have combined so now you are a customer of at&t. Now, I am an authorized agent of at&t - the only difference is, my store is not owned by the company of At&t. We are owned privately. We can still answer any questions you have, set up service, upgrade, and add things to your account if you would like.
Cust: I just don't understand you. I'm sorry. I'm going to hang up now...
Me: *completely dumbfounded*

I know that I made it a little more difficult, but this went on for about ten minutes and she kept saying I was lying to her and that I said at first we were "*** wireless" and not cingular... when we are required to answer the phone that way, so then the explaining begins... sigh.

Posted by: icesk8rwnabe

Quote:

Originally Posted by Skins_kg

According to this you live in Evansville, which is where I went to college and not very similar to Indy IMO.

http://en.wikipedia.org/wiki/List_o...s_by_population

Wow. Good job. And I consider us similar to Indy. I was born and raised here and I love it. There's a lot to do here, and I went to college here myself. Like I said - I just didn't want people to be like... ohhhh she's from INDIANA... woo hoo. Lot of smart people there... I'm surprised they know what a cell phone is... *I know a few people from NY and FL like that.*

Posted by: Skins_kg

Had a lady yesterday who's son just turned ten...TEN...Well she loved him so much.. He left with a Blackberry Pearl...$99.99 unlimited voice..$30 BB Personal...$20 Messaging... and then my favorite part.. mom says "Of course he needs insurance he is only ten!"...

Posted by: cingman66

Quote:

Originally Posted by Skins_kg

Had a lady yesterday who's son just turned ten...TEN...Well she loved him so much.. He left with a Blackberry Pearl...$99.99 unlimited voice..$30 BB Personal...$20 Messaging... and then my favorite part.. mom says "Of course he needs insurance he is only ten!"...

And that is a perfect example of all that is wrong in this world. How is that child ever going to learn to have strong values? Every little thing is handed to children today...they don't have to work for or earn anything. We are in serious trouble in the future.

But that's a topic for a different forum...

Posted by: cingman66

Quote:

Originally Posted by icesk8rwnabe

I'm sorry I post so much but this one is toooo great to let go...
*Phone rings, I answer*
Me: ****** Wireless (we're an agent)
Cust: Who?
*I repeat*
Cust: Oh, I thought I was calling cingular.
Me: Well, we sell at&t, we're an authorized agent - we just aren't owned by the company of at&t.
Cust: Well, I have cingular.
Me: Yes, ma'am. I understand that, but at&t bought out cingular.
Cust: But you just told me that you weren't cingular.
Me: We aren't. We are an authorized retailer of at&t and since at&t bought out cingular, then cingular is no more.
Cust: Well, I have cingular and my son has at&t and I want to look at my bill.
Me: Well I can help you go over your bill with you if you'd like.
Cust: YOU JUST TOLD ME THAT YOU WEREN'T CINGULAR!!
Me: Ma'am, we are at&t. Cingular no longer exists as a company. At&t and cingular have combined so now you are a customer of at&t. Now, I am an authorized agent of at&t - the only difference is, my store is not owned by the company of At&t. We are owned privately. We can still answer any questions you have, set up service, upgrade, and add things to your account if you would like.
Cust: I just don't understand you. I'm sorry. I'm going to hang up now...
Me: *completely dumbfounded*

I know that I made it a little more difficult, but this went on for about ten minutes and she kept saying I was lying to her and that I said at first we were "*** wireless" and not cingular... when we are required to answer the phone that way, so then the explaining begins... sigh.

First of all, you should have just said, "Yes, this is Cingular" and been done with it. Second, AT&T did NOT buy out Cingular...it is the other way around. No wonder the poor woman was confused.

Posted by: NukuCamui

Quote:

Originally Posted by cingman66

First of all, you should have just said, "Yes, this is Cingular" and been done with it. Second, AT&T did NOT buy out Cingular...it is the other way around. No wonder the poor woman was confused.

Um, WHAT? What is the name of the company now? NOT Cingular.

Posted by: icesk8rwnabe

hahaha. that would've been the response. and we've gotten in trouble for calling ourselves "at&t or cingular" before so we are not allowed to say that.

Posted by: Really_Annoyed

Quote:

Originally Posted by NukuCamui

Um, WHAT? What is the name of the company now? NOT Cingular.

Yeah, it's weird to buy a company, then change your own company's name to that of the one you just bought.

But then again, how often do you get to buy out a 100 year old company? That name gets a lot of recognition.

Posted by: Really_Annoyed

Quote:

Originally Posted by Skins_kg

As a sales rep, the correct response should've been "do you have any other children?"

Posted by: cingman66

Quote:

Originally Posted by NukuCamui

Um, WHAT? What is the name of the company now? NOT Cingular.

I was suggesting a way to get past the unending questions about what we call ourselves now...there is no point in going round and round with a customer who clearly couldn't comprehend the name change, let alone the reasons behind it. Just say yes and move on. My response is always "Yes, this is still Cingular...we are just using the AT&T name now. Now what was your question/problem/reason for coming in today." How hard is that?

As for calling ourselves AT&T...we are allowed to use the AT&T name (in the store, in our phone greeting, etc.,) as long as we LEAD with the name of our Agent. Something like this..."Thank you for calling/stopping by XXXXX Wireless, an authorized agent of AT&T, how can I help you?"

The point remains the same--why go back and forth with a customer over something so trivial...it just serves to aggravate the customer and frustrate you.

Posted by: bobolito

Quote:

Originally Posted by cingman66

First of all, you should have just said, "Yes, this is Cingular" and been done with it. Second, AT&T did NOT buy out Cingular...it is the other way around. No wonder the poor woman was confused.

I agree. That wasn't very professional on his part.

Posted by: icesk8rwnabe

HER part.

Posted by: classylady78

Yeah but the customer should LOOK at her bill. I guarantee you it doesn't say Cingular anymore. Some people are so stupid.

Posted by: Skins_kg

Quote:

Originally Posted by Really_Annoyed

As a sales rep, the correct response should've been "do you have any other children?"

I thought about it... I'm not the one that got the sale, my co-worker did. He was talking to mom and son about rate plans, and mom had no idea what to do. I just blurted out "well we do have unlimited now" as a joke(we still don't have the new brochures), and sure enough she thought it was a great idea.

Posted by: AppleMac

At least the woman didn't say, "I have cellular". I don't know how many times a week someone comes in looking for a phone and they tell us they have Cellular, meaning the former cellular one. It blows my mind that they don't realize there were SEVERAL name changes since those days.

Posted by: Rodimus Primal

I had a stupid one enter today. He Came in saying oh my dad is coming in and he kept looking out the window. He had 3 phones and was asking about "At&T's newest phone." It turned out he was looking at the Duo. He looked out the window and walked out. I wonder if he was just mentally challenged or something else.

Posted by: yvonnebrc

Today I had a lady come in and boast that she had a priority problem. She was third in line for help. As we were finishing up with a customer she jumps up and exclaims that she is still waiting and not to forget about her bc she "is not a local". What that had to do with anything I am still not sure.

As luck would have it i did end up with her as my customer. When she sits down in front of me she slaps her motorola 168i in front of me and proclaims that she hates her phone. I ask what her phone # is and what her billing zip is. She looks at me dumbfounded and says there is no bill. So I say "oh ok so you have go phone service". She agrees and again says she hates her phone (picking it up and slapping it on the desk) She is the next to last customer of the day and I am trying to be chipper and easy to get along with ... i just want to get through the last few people with as little conflict as possible. So, I ask what does she dislike about it and what would she like us to help her with. The lady just states again that she hates her phone over and over. She continues to talk yet never actually says anything. I try to pinpoint by asking what does the phone lack that she is looking for? Is it low signal (I already know the answer) are the buttons too small or hard to hit, is she looking for a camera. She keeps going as though I didn't actually ask a question and says that she had a nokia that she gave to her husband and she misses that phone it was so much better. She wants that phone back (which of course I have no control over). I ask what kind of nokia he had and was about to offer suggetions as to what it might look like to figure out the model but am cut off. She is livid "how would I know what kind of nokia it is, it's an att nokia you're supposed to know what type of phone it is". I again ask the lady if she can give me her zip code so I can look up her phone but she has no idea what address her phone goes to and as luck would have it she did not set it up with her real address so I can't get into the account. This makes her more irrate. She goes on about how her husband gets great service in the building he is in (in the adirondacs) but she can't talk in the house she is staying at (we are in NC) and if he can get signal in the adirondacs she should be getting signal in NC. I still dont' know how the logic for that goes. The conversation goes like this for a few more minutes while I try to ask pointed questions and she chooses not to hear and/or listen to me. Finally we get down to the fact that the buttons are too small and she hates the menu options. I explain her options and show her phones. Although all the phones I've shown her are flip and flip phones are TOTALLY unnacceptable. I explain that I don't have any bar style phones that have larger keys. She again slaps the phone on the desk and tells me fine "I just want a controller for the phone the girl told me you have a controller for the phone" (***controller????***) I stop for a second trying to figure out what she is asking. I asked her what she meant by controller. She grabs the phone points at it and says "controller!!! for the car". .... you mean charger? "yes charger"

And of course i sold out of my 168i car "controllers" earlier in the day. I explain that although i am sorry we do not have them I do know they are on order and we should have them sometime next week. This just sets her off. She says "this is why I hate att" going on and on about how we don't do anything for her and how we are the worst store she has ever been in. I apologize and she tells me it's unacceptable bc she drove 45 min to get here. I offered her my business card and politely tell her we would be more than glad to tell her if an item is in stock next time she is coming if she just calls first. She explains to me she did call first and the girl told her we did have phones. (keep in mind I am the only girl that works at the store and I DID NOT talk to this woman) I ask her who she spoke with b/c I just didn't remember talking to her and I wanted to apologize if I gave her incorrect information. She tells me that the girl "at the polo" store called here and told her that we do sell phones. And b/c she called we should have had it. I told the woman in front of me that the girl at the "polo store" was right and we do sell phones but regardless we do run out of stock on items from time to time. She actually got mad at me b/c the girl at a freakin clothing store told her we had phones...didn't tell her we had her phone didn't tell her we had her charger ... just that we had phones and now it was my fault that she drove all that way at the advice of a girl at a clothing store.....OMG....

But it doesn't end. She then goes on a tirade about ATT and their arrogance and the fact that we are the worst store ever to service her and that ATT is the worst company ever. At this point there are customers watching and I politely (honestly I was actually polite and kind through the whole thing) explain to the lady that perhaps if she is so unhappy with her service she may not be with the right company and she may want to consider other providers who could service her better. Then she stops and says "I hate this company and I just feel bad that you HAVE to work for them in this terrible store" i said "ma'am ATT has been good to me and this store is not owned by att we are xxx wireless and on this note I have to ask you to leave b/c you are getting far too upset and are starting to upset other customer" she walks out talking to herself about how att is so terrible and she doesn't have service and the phones are blah blah blah blah.....had to take a breather after that one.

Posted by: KG4PEQ

I just love those types of customers.

I'm a Sprint dealer in Virginia. The customer will comment "Sprint worked great when I was on vacation in Alaska but when I'm at home I can't call my neighbor across the street! How stupid is that?!"

Well, ma'am, if you had even a basic concept of how a phone works, it would make perfect sense.

My store does not deal with prepaid services at all. Everything's postpaid, which makes it very easy to pull out one of my FAVORITE responses to an all-too-common customer rant. "Well, ma'am, since you're THAT unhappy with Sprint, how about I get Customer Care on the line so we can go ahead and cancel your service for you?" I pick up the phone, dial a few digits, and ask "you're out of your contract, right?" and keep dialing. Their tone quickly changes and they finally get to their point and tell me what the hell their problem really is.

Posted by: cellguy030

YET ANOTHER proves the death of personal responsibility...

"ive dropped my phone before but this time is didnt..i just opened it and it broke at the hinge...."

....*customer leaves in a huff after i tell her how much it costs for a new phone*

Posted by: cingman66

Just had a lady whose charging pin broke off in the phone, and she wants to know why that isn't covered by warranty. Ummm, physical damage is not a warranty item, dear.

Posted by: JFLo714

Quote:

Originally Posted by cingman66

Just had a lady whose charging pin broke off in the phone, and she wants to know why that isn't covered by warranty. Ummm, physical damage is not a warranty item, dear.

"but i dont kno how that happen..i think its always been that way" lol

Posted by: sowire

How about this - Customer comes in and talks to me about her phone usage. She said "I don't get why my bill is so high... I don't call anyone, they call me." (Looked up bill, 200 minutes of overage on average...) "Well ma'am... you're going over your minutes. I can change your rate plan for you to better fit your needs." (Start reviewing rate plans with the customer.) "So you mean I'll be paying more on my bill?"
So I respond with "Actually, now you'll be paying less on your phone bill because you won't be going over your minutes."Customer then says "Well, I am not calling anyone. They are calling me. So I don't see why I should have to pay. I think I need to cancel."
*Use your imagination on the rest of this story. I'm done.

Posted by: KG4PEQ

Quote:

Originally Posted by sowire

I think I need to cancel

"Here you go, lady. Call this number. Customer Care will be delighted to explain your early termination fee."

Posted by: cingtd

Quote:

Originally Posted by KG4PEQ

"Here you go, lady. Call this number. Customer Care will be delighted to explain your early termination fee."

Reality can really hurt for some folks

BTW, that is the correct response to some idiots.

Posted by: indiana-moto

Quote:

Originally Posted by icesk8rwnabe

Don't feel bad, I live and work in Indiana as well. I have found many customers traveling through my town from outside the state, with phone problems, try and treat me like a hick.

"Yes sir, let me show you this Abiicus thang, you can see your interweb mail from it"

If you don't get the joke, I'll explain.

Abacus becomes modern calculator, modern calculator becomes modern computer... and so on.

And I spelled abacus wrong on purpose...lol

Posted by: WhammChalk

A guy walks in and I go to greet him. Here's how it goes.

Guy: Hi, would like to change my number. [What he really ment was that he wanted to break off of his current FT plan and go to his own]

Me: Okay, let's go pull up your account and get that taken care of. *walks to computer*

Me: Okay what's the name on the account and I need to see a DL.

Guy: This has nothing to do with her. [Was in wife/GF name and he is quite pissed]

Me: I know, but since she is the account holder I need to speak with her to verify breaking you off of her account.

Guy: Whatever, I'm going to Verizon. [He then proceeds to mumble and walk out the door.]

Enjoy your ETF buddy.

Posted by: cingman66

Just had to vent:

Stupid customer comes in and hands me her old Nokia 6102, and her new Sony 580i that she just bought online (anyone who knows me knows where this is headed) and asks me to transfer all her information to her new phone. Here's my dilemma: Being a naturally pleasant and helpful person, how do I blow off this nice customer and tell her where to stick her shiny new phone? I mean, this girl can't even get the backs off of either phone, and there is no way she is going to be able to locate the SIM in the Sony phone. Really, why does the eStore put a new SIM into these phones, then never activate them? Anyway, I tried to explain to this customer that the reason there are stores in the first place is to help with these "intricate" matters and provide the proper service required to make sure her phone was fully operational. She said, "Well, that's why I'm here." After the smoke disappeared from my ears, I replied, "Well, if you would like to continue to have stores to go into for this kind of help, then you need to start purchasing your phones IN the (damn) stores."

Posted by: Jovian

The other day:

Customer is cancelling their account after 1 year and they want a refund on their phone lol

Posted by: sowire

Quote:

Originally Posted by indiana-moto

Amen! I was born in IN - doesn't mean I wasn't born without a brain.

Posted by: yvonnebrc

Quote:

Originally Posted by cingman66

Just had to vent:

Stupid customer comes in and hands me her old Nokia 6102, and her new Sony 580i that she just bought online (anyone who knows me knows where this is headed) and asks me to transfer all her information to her new phone. Here's my dilemma: Being a naturally pleasant and helpful person, how do I blow off this nice customer and tell her where to stick her shiny new phone? I mean, this girl can't even get the backs off of either phone, and there is no way she is going to be able to locate the SIM in the Sony phone. Really, why does the eStore put a new SIM into these phones, then never activate them? Anyway, I tried to explain to this customer that the reason there are stores in the first place is to help with these "intricate" matters and provide the proper service required to make sure her phone was fully operational. She said, "Well, that's why I'm here." After the smoke disappeared from my ears, I replied, "Well, if you would like to continue to have stores to go into for this kind of help, then you need to start purchasing your phones IN the (damn) stores."

Our store was having kind of a problem with internet sales recently. We were getting backed up 10 - 12 customers daily with half of them being internet sales just needing help activating their new phone. It begain to cost us actual business. About 4 mo ago we started charging a flat rate to all cust needing this kind of service who DID NOT purchase anything in our store. We wave this fee if you actually shopped in our store. It had really helped cut down the people who want to save online and them come get our free service. Yesterday I had more internet cust than I have had since we instituted the fee. I explained to one that we would transfer all pictures, contacts and teach him about his new phones for our fee. He thinks it over and agrees to pay. Not 3 feet behind him was another woman wanting the same thing except she has a smartphone and wants a full lesson on how to use it. I explain that we do charge a fee to service her phone but I would be more than glad to help her learn her new phone and even set up her email on it. To which she responds "what the F***! You have got to be F***ing kidding me." Ma'am I apologize but we will not be able to service you today. Have a nice day and please refrain from using that language again until you are out of my store.

Cust leaves red faced and had to put forth visible effort to not spout explatives.

Posted by: Edeescam

I have a stupid employee action of the day story:

I walk into a store at the mall to grab a refurb iphone, so he goes in back and grabs one. He asks if I have a contract and I say no. So he punches some stuff up in the computer, runs a credit check etc and then says he wants to set me up with a plan online. I tell him no, I will do it through itunes because I do not know which plan I want. He insists then wants me to sign something to tie me into a 2 year contract! The nerve! So I say no and walk out.

Now here is the smart employee of the day:

The following day I go into another store, ask for the refurb iphone. Guy brings one out and asks for my e-mail and name. I make up some name and email and pay the man and walk out. I go home and ziphone my phone, pop in my old sim and bingo! I sell my old phone for $140 on ebay and now have a nice unlocked iphone for $60

Posted by: classylady78

Quote:

Originally Posted by Edeescam

I have a stupid employee action of the day story:

I walk into a store at the mall to grab a refurb iphone, so he goes in back and grabs one. He asks if I have a contract and I say no. So he punches some stuff up in the computer, runs a credit check etc and then says he wants to set me up with a plan online. I tell him no, I will do it through itunes because I do not know which plan I want. He insists then wants me to sign something to tie me into a 2 year contract! The nerve! So I say no and walk out.

The first guy was the smart one, the second guy was the dumb one. The rep gets NO credit if you don't activate your phone through iTunes and get the 2 year contract.

I wouldn't have sold it to you. It is a waste of time and inventory.

Posted by: krisguy

Quote:

Originally Posted by yvonnebrc

My response: "If you are smart enough to order the phone online, then you are smart enough to go to http://wireless.att.com/support, and click Tutorials."

Posted by: Edeescam

Quote:

Originally Posted by classylady78

They still get @$200 tax. To me that is a fair deal.

Posted by: classylady78

Quote:

Originally Posted by Edeescam

They still get @$200 tax. To me that is a fair deal.

AT&T gets $200, the rep gets 0. Of course it is a fair deal to you.

Posted by: neodamonkey

Ok I got one. Customer came in the store with an "upgrade advantage card"

and wanted to see what we have for him. Well he had a past due balance on the account just by 3 days but still it has to be paid or I cant do anything. After explaining this to him to starts to go off on how there is no way there can be a past due on the account and that he always pays his bills on time. Well not this one.

So then he goes off on a rant about how his wife probably sent in a check, well mister customer it takes a few days to clear so you will have to wait til then. Then he demands that I call customer service and get it fixed, nope there is nothing that they can do until the bill is posted. THEN he goes off about then why did att send him the upgrade card if his account was past due and that he just recieved it about 4 days ago.

Wellllllll..... You know it does take a few days to print and then since it was mailed you know that is not done same day it takes a few days to mail someone something and since your balance is only a few days late.... Get where I am going? Well the customer could not understand this AT ALL.

Posted by: neodamonkey

Quote:

Originally Posted by Edeescam

You sir are one of the reasons we go on here to rant.....

Posted by: bobolito

Quote:

Originally Posted by Edeescam

They still get @$200 tax. To me that is a fair deal.

All you had to do is say you are going to give it as a gift to someone else, so this way you don't have to give out details.

Posted by: cotjocky

Quote:

Originally Posted by classylady78

Quote:

Originally Posted by classylady78

AT&T gets $200, the rep gets 0. Of course it is a fair deal to you.

Quote:

Originally Posted by neodamonkey

You sir are one of the reasons we go on here to rant.....

Now if he's asking you to help him with it or something else, yeah, it's a bother. But if he just wants to outright buy a phone and then walk out the door and all you gotta do is ring it up, I don't see what the big deal is. Especially if they aren't trying to haggle you on the price of the item.

I completely understand about time and knowledge, if someone is sucking up your time and you are teaching them something, they owe you. If they want to gripe about the price, you should get something out of it as well for dealing with their annoying butt.

If someone merely wants to make a purchase that requires nothing more than to punch a couple buttons on the cash register, get over it, ring it up and move on to someone you can make money off of. You should know that with a customer like that, they already know what you don't want them to know and you aren't going to make any money on them. Save yourself and 10 other stores (you know he'll keep going to stores til he finds one that will give him what he wants) the hassle of arguing this.

What would it take, 3 minutes and he would be gone?

These are the type of people as to why you should want to rant.

Ex:

Quote:

Originally Posted by neodamonkey

Ok I got one. Customer came in the store with an "upgrade advantage card"

Stupid people that suck up your time and keep you from dealing with customers that might actually make you a profit.

I bet this guy sucked up 30 minutes or more for absolutely nothing.

Posted by: classylady78

Quote:

Originally Posted by cotjocky

The point is we don't sell phones we sell service. The iphone getting hacked and sold makes our company no money. And we do not have to sell it to him. We did not rant about this customer, he ranted about the rep who wouldn't sell it to him. And I said I am one who wouldn't sell it to him. If you came in to buy a phone outright and didn't have an account, we are not supposed to sell you the phone. The original store may have set up a policy to run credit or put the iphone on an account when selling it to deter people hacking them and selling them online.

Say we only have 10 refurbs in stock. And we go ahead and sell someone one who doesn't activate it....the 11th person who would make us and the company money walks out.

I am not saying if a customer makes me no money I don't help them. If they have an issue. But this guy is doing something against our company policy.

You don't have to like it, but I wouldn't have sold it if he acted like that. Management has said in my area, if someone is acting phishy, that we do not have to sell it to them. We also cannot sell more than 2 to the same customer, regardless of how far apart the sales are, or what they say it is for.

Posted by: cotjocky

Quote:

Originally Posted by classylady78

I will be the first to say, I do not work for AT&T, never have. Therfore I do not know AT&T policy. But most who preach "policy" do so to defend their actions when they do things that suit their own purpose.

And you are incorrect in that you do not sell phones because if you didn't, you wouldn't have any "phones" in the store. I don't think all phones are given out for free either.

And don't try to say our company makes "no money" as this is not about "the company", this is about "you" not making any money on that phone.

Everyone wants to make money, I understand it. I want to make money! I don't work for free, but I also comprehend "understanding", "reasoning" and "compassion". That's why I do what I do for a living.

I understand that the 11th customer could have made you money, but I also understand you will find yourself one day in a place hoping that someone won't stick you with the "policy" crap.

As my avatar simply shows, I work as a paramedic. It is a fact that we have "Policy", "Procedure" and "Protocols". These are a "guideline" to help you do your job well, not something that has to always be followed to the strictest of meaning. Medicine is a practice and not a strict science regardless of how many people don't understand that. Two people with the exact symptoms will not always get the same treatment by the same or different "Doctors".

Let me give you an example, it is "Policy" that someone in a auto accident needs an IV (intravenous) started to give them a bolus of fluids incase they may have internal inujuries and the fluids are to help offset internal blood loss. Do I give every auto accident patient and IV? Not if it is not neccissary. This is why God and teaching gave me decision making skills. Should I give one to someone who had a minor fender bender and is complaining of no pain, but wants to be transported to the ER just to be cautious?

If I was to follow that "Policy" and I could not find a suitable site for an IV, per "Policy" I am allowd to start what is called an IO (Intraosseous), meaning I take a gun with a large needle, drill it in your leg right below you knee cap to give you the fluid and meds. I've given these before in patient's that honestly really needed fluids and their was no other way to get it done. I will honestly tell you it hurts really bad. Generally the patient screams when it is done and throughout the process from their forward.

So if I get that patient that had a minor fender bender, I was a stickler for "Policy" and could not find a suitable site for an IV, that person would get a hole drilled in their leg to get fluids that 99% chance was completely unneccissary.

You go ahead and preach "Policy", but one day you will find yourself on the recieving end of what is "Policy".

Also giving Morphine Sulfate (Pain Medication) is at my discretion of whether the patient needs it or not.

Posted by: classylady78

Have a God complex do we? Comparing medical treatment to cell phone sales is a really bad analogy. And I just hope one of the times you feel IV fluids are not necessary the person doesn't bleed out because they really had internal injuries. But then again, there are reasons they have POLICIES.

But the point is I don't care what you think about what I do with MY JOB. And understanding, reasoning or compassion have nothing to do with not selling someone an iphone.

Oh and I hope you aren't a paramedic in GA.

Posted by: cac67

Quote:

Originally Posted by cotjocky

You go ahead and preach "Policy", but one day you will find yourself on the recieving end of what is "Policy".

Also giving Morphine Sulfate (Pain Medication) is at my discretion of whether the patient needs it or not.

way off topic. How about starting your own thread instead of hijacking this one.

Posted by: cingtd

Quote:

Originally Posted by cotjocky

You go ahead and preach "Policy", but one day you will find yourself on the recieving end of what is "Policy".

Personally, I like my job and getting a regular paycheck, so yes, I am going to follow policy. Whether you follow policy at your job is irrelevant.

BTW: I agree with ClassyLady that I hope you don't work in my state.

Posted by: ivwshane

Quote:

Originally Posted by cotjocky

Being the compasionate person that you are I would imagine that if someone who is down and out with little or no insurance needed a little compasion I'm sure you would be willing to give them a free ride or at least get a credit for the charge they will get for the ambulance right?

Why not? You aren't affected by it? It doesn't come out of your pocket? So why would you help your customer/patient out and do something to help those in need like overlooking the charge for the ride?

Posted by: cingtd

Quote:

Originally Posted by cotjocky

It is a fact that we have "Policy", "Procedure" and "Protocols". These are a "guideline" to help you do your job well, not something that has to always be followed to the strictest of meaning.

Sorry, but I don't think you understand the difference between "Policies" and "Guidelines".

Posted by: jayuup

guidelines, protocol, profit, DSR, blah blah blah.

When one guy comes into my store 16 times to buy 2 iphones each with a different name each time, he isn't buying it for his own use, hes buying it to unlock it.

I could care less if it takes 15 seconds or 35 minutes to ring him out, he is selling phones to OTHER people that would otherwise be coming into the store to buy em from me. I don't mind it when you unlock the phone yourself, its gonna happen. Heck I did it myself just to see if I could do it. Cust didnt like the iphone, sold it to me for a song, I unlocked it, got it on my personal plan (non erp). But have a freaking clue of what it is your doing. If you are smart enough to buy an iphone and unlock it, realize that 1> if you buy 16 iphones from 6 stores in 3 days, someone is gonna catch on and 86 you from buying iphones, so dont throw a panty fit in the store when someone refuses you. and 2> If it breaks...dont go to ATT for help.....find help online.

Its those punks who unlock whole farms of phones and sell them as "End all" solutions with zero tech support assistance that pisses me off.

Customer:" My Iphone isnt working."

Me:" Why don't you let me see whats wrong.......why is there a tmobile chip in here?"

Customer: "Its unlocked"

Me: "theres nothing I can do for you. Go back to the place you bought it from."

Customer: "This is an Iphone, you guys should fix it."

Me: "Im sorry, since this device isn't under warranty, I cant help you with it. And Apple handles all repair issues anyway, I can only troubleshoot it and I can tell already that its beyond my abilites to fix.

Customer: blah blah blah "but the guy who sold me the phone said I could go to any ATT store or apple store for help"

Me: "if it doesnt have an ATT chip in it, I wont even look at it. Call 1800 myiphone and see if theres anything they can do for you."

Customer takes out an ATT chip and puts it inside the phone.

Me: "whats your ATT phone number."

customer: I dont have one.

Me: "Well then your going to need to take the phone home and hook it up to itunes and register and active the device. If theres any problems, call 1800myiphone...."

Customer: "now your just playing games with me. You guys sell iphones, this is an iphone, now fix it. or replace it, your choice."

Me: "Maam, its like when the phone hits the water, once we notice that theres contact, or some process, that voids the warranty, we are very limited with what we can do."

Customer: "I want to return it then."

Me: If you have the box, reciept from an ATT store, I can return it." (i knew where she bought it, so it was basically me screwing with her, making her think I could help her)

customer: "here........"

Me: Maam, you need to return this to XXXX Wireless, because they sold you the phone."

blah blah blah goes on for 5 min til I lose it after she makes some insinuations that her race is playing a part in my decision not to help her.....

Me: *gets up on the soapbox and tries on his booming voice for size* "Unlocking an Iphone voids the warranty and also limits any customer service ability from ANY APPLE and ATT Service channel. I am sorry that you paid 600 dollars for what is now essentially a brick, but thats the risk you take when you dont buy from an authorized dealer and buy a device that HAS NO WARRANTY. Now I have REAL customers standing in line with actual issues that wasn't caused by VOIDING the warranty, and your taking up Their time. So if you can get all 1,2,3,4,5,6, 7....seven of them to agree to let me spend the better part of the next hour explaining to you why your screwed on this phone....id be happy to do it. They sold you, essentially a broken device, a device that Apple will not repair or replace. I have two options....take this device back to the place you bought it from or I have a new Iphone and rate plan waiting for you, shall I start the paperwork? Ill even let you keep your tmobile number....."

It takes a lot to get my goat, but when you mess with the bull, you get the horns. My previous cust service job was as a manager at an airport. I was the guy who had to tell people that their flight was cancelled, or they were getting bumped. I am the go-to person at my store when the managers are too chicken to handle an unruly customer, which sadly happens way too much.

Posted by: Wrangler3383

Straight from the rules for this forum: This place is akin to an employee break room.

Non-employees, please treat it as such.

Now, EMPLOYEES, back to your regularly scheduled banter

Posted by: jayuup

Quote:

Originally Posted by cotjocky

Let me give you an example, it is "Policy" that someone in a auto accident needs an IV (intravenous) started to give them a bolus of fluids incase they may have internal inujuries and the fluids are to help offset internal blood loss. Do I give every auto accident patient and IV? Not if it is not neccissary. This is why God and teaching gave me decision making skills. Should I give one to someone who had a minor fender bender and is complaining of no pain, but wants to be transported to the ER just to be cautious?

If I was to follow that "Policy" and I could not find a suitable site for an IV, per "Policy" I am allowd to start what is called an IO (Intraosseous), meaning I take a gun with a large needle, drill it in your leg right below you knee cap to give you the fluid and meds. I've given these before in patient's that honestly really needed fluids and their was no other way to get it done. I will honestly tell you it hurts really bad. Generally the patient screams when it is done and throughout the process from their forward.

So if I get that patient that had a minor fender bender, I was a stickler for "Policy" and could not find a suitable site for an IV, that person would get a hole drilled in their leg to get fluids that 99% chance was completely unneccissary.

You go ahead and preach "Policy", but one day you will find yourself on the recieving end of what is "Policy".

Also giving Morphine Sulfate (Pain Medication) is at my discretion of whether the patient needs it or not.

You have the ability to use discretion on certain protocol items because a medical doctor has set in place standing orders which gives you the ability to do so, within your scope. An IO infusion is a tool of last resort, which you wouldnt use if you, in the fender bender example, didnt really need to. Thats not policy, thats standing orders. Before an IV IO can be administered, the patient must be presenting signs and symptoms that would warrant the invasive procedure.

Your IV example only plays out because standard of care gives you the discretion based on signs and symptoms presenting and the fundamental support of airway, breathing and circulation. Not presenting, and mechanism of injury gives you options.

Now EMS does have policies that would be closer to the mark on what we are talking about. If you want to use a better example, on the medical chart you fill out, must you fill one out on every patient? Must you sign it? Or can you just not fill one out because you have compassion and dont want them to get billed? Are you allowed to give NTG to a CP patient with a systolic of 80/p? Arent you required by LAW to document use and disposal of unused Morphine sulfate, and to keep it in a controlled, postive signature environment? Wouldnt failure to do so on a consistent basis threaten your job? Arent you required to pass off care of said patient to someone of equal or greater medical training, else suffer abandonment? Wouldnt policy dictate lights and sirens response or not, even though you are allowed to, by law, go hot to every case? What about the stubbed toe case that came in off EMD as non life threatening? Sure there are cases where you would have a lot of leeway on what you did. But suggesting that you might have to go IO infusions if you followed "strict" policy is kind of like someone in our stores replacing every single problem phone that qualifies for warranty replacement without checking to see if a simpler solution is ready, available, and will solve the problem, like turning the phone off and on first, or replacing the charger, or the battery, or doing a master reset. Sure, warranty replacement is an option, and store policy allows for it within GUIDELINES, but its not always necessary.

All of the above EMS examples (except for the NTG question) is a matter of policy and would if not followed cause you to lose your job? Wouldnt they all be equal to an employee following a work directive? Now if you went to an IO infusion, and the patient was presenting no signs and symptoms, and it was a fender bender, wouldn't you get dinged seriously on a QA review?

Our store has a directive that Iphones are not to be purchased for cash, Maximum limit of iphones at any one time restrictions, and every customer must be informed of the sign up procedures and return policies. If i dont do those things, my job status would eventually be in question, regardless of wether I got paid for it or not, and thats not "twisting policy" to fit my needs. Thats reality. I will never just ring out a customer for an iphone and let them be on their merry way. They get the whole package.

Posted by: Wrangler3383

Please keep to the thread topic... thanks.

Posted by: JP Whoregan

Quote:

Originally Posted by cingman66

Just start telling these people there is a $20 fee for this service on equipment not purchased through your store or one of your other agent locations. They can either pay it or not. Phone arrived with a dead SIM? That'll be another $25 for a replacement.

Don't like it? Then call the warehouse drone that sent you your interweb phone and ask him to swap your contacts.

Those who know me already know my position on this. Purchasing ANYthing online and then taking it to a local *sales*rep for after-sale support is perhaps the sleaziest customer attitude to arise out of the e-commerce age. It's really pathetic. And I love it when these people get to wait and watch me give world-class service and support to the person in front of them who DID purchase a phone in my store, and then they get to see how cold the shoulder gets when I see them waddling around with that brown UPS box with a broken phone in it.

Posted by: cotjocky

Quote:

Originally Posted by Wrangler3383

Straight from the rules for this forum: This place is akin to an employee break room.

Non-employees, please treat it as such.

Now, EMPLOYEES, back to your regularly scheduled banter

Quote:

Originally Posted by Wrangler3383

Please keep to the thread topic... thanks.

I just pm'd all the users that responded to my post with a reply. I figured that was best to keep the the thread from being hijacked any further.

Hijacking the thread was not my intention, it was just in response to another posters comments.

If you have a comment about my last couple posts, please pm me.

Thanks!

Posted by: madd_dogg_914

Okay, I got a good one. Customer comes in, inquiring about replacing her phone. I noticed it was a fairly new Nokia 6555. I asked her what she didn't like about it, here is what she said:

Clueless Customer: Well I like the phone a lot, but it acted up on me yesterday, so I thought I better replace it.
Me: Okay, what did the phone do, or not do?
CC: Well, I was talking on the phone with my doctor, and it was a VERY important call, and the phone just hung up on him after I asked him a question. I thought it was very rude, and would like a new unit.
Me: Where were you when this took place, were you driving or standing in one place?
CC: What does that matter, it was an IMPORTANT call, I cannot have a phone hanging up on people when I am on an important call.
Me: What I'm trying to determine ma'am, is if perhaps you were travelling through an area of limited coverage, or if it happened when you were stationary somewhere.
CC: Well, I was driving through blah blah, and I know cell phones don't work there, but I dont think the phone should just hang up on an important phone call, you know?
Me: I'm not sure a new phone is going to solve that problem, currently we do not offer any phones that would give you any kind of a "heads up" when they were entering an area of low or no signal, you see the technology of cell phones blah blah blah . . .
CC: Well I certainly didn't need to know all of that. I just want a phone that wont hang up on my IMPORTANT calls.
Me: The phone has no way of discerning the level of importance a particular call has, unfortunately.
CC: I paid almost $50 for this phone!!! I don't want it hanging up on my important phone calls!!!
Me: Ma'am, I can see that you are getting upset, let me wrap this up - I would be happy to sell you a new phone, but I can assure you, a different model will still drop the call everytime you go to Blah blah blah . . .
CC: Well fine, I guess I am stuck using this RUDE phone!

WTF!?!?!?! Are you serious?

(She was)

Posted by: yvonnebrc

I was so proud of one of the associates I work with. A customer came in the other day with a typical issue:

cust:I wanted to see about getting this phone exchanged

assoc: Ok ma'am name number, yadda yadda, and what is wrong with this phone

cust: I've hated this phone since the day I got it.

assoc: What does the phone do that you don't like like?

cust: I just hate this phone it doesn't do anything I like. I just want something different.

assoc: well ma'am you have only had the phone for 6 mo so the line is not yet eligable to upgrade. When did you first realize this phone was not what you wanted?

cust: well I've hated this phone from the day I got it.

assoc: all of our phones have a 30 day exchange policy. If you knew you didn't like it from day 1 why didn't you bring it back day 2?

cust: I was busy

assoc: Well I apologize but our only option today is to sell you a phone at retail.

cust: I guess you're just not going to help....blah blah blah

we know how the rest goes.

Posted by: JP Whoregan

or add a line of service

Posted by: stivo1982

working sundays is dull and I pray to get some kind of stupid customer interraction, atleast it will take up a chunk of my day haha, i must be crazy hoping for a customer to come in and throw out how he has been with us for ten years and has had nothing but problems, "well sir we must not have been all that bad since you have stayed for ten years" haha I would love to get that now, but unfortunately my store has the speed of fema during a natural disaster on a good day....i am so bored

Posted by: cac67

Quote:

Originally Posted by stivo1982

...unfortunately my store has the speed of fema during a natural disaster on a good day....i am so bored

Oh, man, that's harsh. True, but harsh.

Posted by: Edeescam

When I called the ATT store, I told the guy I wanted it as a gift. He put one aside and I drove down. The employee asked him if we need to do anything and the guys says "nope, just ring it up". I was in and out in 3 minutes. Obviously they must not have been making a commission on it if he sold it outright. Besides, $199 for it was fair for both parties. That is how I see it.

Posted by: JFLo714

Quote:

Originally Posted by jayuup

Me: *gets up on the soapbox and tries on his booming voice for size* "Unlocking an Iphone voids the warranty and also limits any customer service ability from ANY APPLE and ATT Service channel. I am sorry that you paid 600 dollars for what is now essentially a brick, but thats the risk you take when you dont buy from an authorized dealer and buy a device that HAS NO WARRANTY. Now I have REAL customers standing in line with actual issues that wasn't caused by VOIDING the warranty, and your taking up Their time. So if you can get all 1,2,3,4,5,6, 7....seven of them to agree to let me spend the better part of the next hour explaining to you why your screwed on this phone....id be happy to do it. They sold you, essentially a broken device, a device that Apple will not repair or replace. I have two options....take this device back to the place you bought it from or I have a new Iphone and rate plan waiting for you, shall I start the paperwork? Ill even let you keep your tmobile number....."

It takes a lot to get my goat, but when you mess with the bull, you get the horns. My previous cust service job was as a manager at an airport. I was the guy who had to tell people that their flight was cancelled, or they were getting bumped. I am the go-to person at my store when the managers are too chicken to handle an unruly customer, which sadly happens way too much.

....i love it!

Posted by: Edeescam

Yeah but you can always "virginize" the iphone and take it back to Apple.

Posted by: JP Whoregan

Quote:

Originally Posted by Edeescam

Yeah but you can always "virginize" the iphone and take it back to Apple.

I'm sure Apple has people way smarter than you and me that can figure out
your dirty deeds.

Posted by: classylady78

Quote:

Originally Posted by JP Whoregan

I'm sure Apple has people way smarter than you and me that can figure out
your dirty deeds.

I had a customer today who tried to warranty out their iphone with Apple, and got denied because he hacked the iphone.....but he said it was "virginized"....

Posted by: vdubguy

I would just lol and tell them they are trying to convince the wrong person.

Posted by: FormerRuling

Not really a customer...but someone in my own department (I don't know who) was being an idiot last week...

Ok, AT&T gets Dobson/Cell One, blah blah. My new job for the past 2 months has been confirming Dobson-to-AT&T port requests for migrations, and canceling the Dobson-side billing.

So...get a request in...No SSN on request - BAM sent back Res Required need last 4 of SSN. 2 minutes later I get the same request back still with no SSN only a note "resub request".........Um.....BAM another res required. Basically this went on for like 4-5 resubmits of the request where the last time I had to Res Require it I wrote out something like "This request will NOT be confirmed if the correct last four digits of the Social Security Number for the account holder is not put into the request data field." or something drawn out like that. I finally got my SSN...

Yea...I've been in a cave since my last post - I haven't logged into CARE/Telegence or spoke with an agent or Customer in a good two weeks.

Posted by: Edeescam

Quote:

Originally Posted by classylady78

I had a customer today who tried to warranty out their iphone with Apple, and got denied because he hacked the iphone.....but he said it was "virginized"....

Could just microwave it for a few seconds

Posted by: MyPyle

Quote:

Originally Posted by Edeescam

Could just microwave it for a few seconds

thats a very easy way make it a brick.

Posted by: hpunch

a couple of weeks ago there was a spam message that everyone was seeming to get something by springcrush.com or something. Anyway this guy walks in about the Nth person i had with this problem and starts complaining. I told him other than replying stop to the sender there wasn't anything i could do but i would note the account for him. After putting in the number 3 times wit no success i tried to look it up by his imei. pulled the back of the razr off and to my surprise no sim card! I inform him that he can't possibly be a customer given the circumstances. He rants and raves about how every other time he comes to our store a rep can take care of him and how he's displeased and how he hates ALLTELL. Then a look of shame came across his face when he realized the big globe behind me. He dropped the F-Bomb and i pointed to the altell store across the street and he left.

Posted by: cingman66

OK...women comes in to pay her bill-cash. Starts to complain that AT&T stole her rollover minutes. She says that just the other day she had over 3000 minutes saved up, but today there are only 1400. I ask her the obvious question--"Did you recently change your plan?" to which she adamantly responds, "No." I get curious and look up her account, and lo and behold there was a rate plan change done a few days ago to the FT 1400 plan. When I show her the screen, she gives me that sheepish "Oops, I guess you got me" look.

Why do some customers think they can just make stuff up and we'll just believe it. And like there was anything I could have done about it even IF her minutes were 'stolen'. LOL

Posted by: classylady78

Quote:

Originally Posted by cingman66

OK...women comes in to pay her bill-cash. Starts to complain that AT&T stole her rollover minutes. She says that just the other day she had over 3000 minutes saved up, but today there are only 1400. I ask her the obvious question--"Did you recently change your plan?" to which she adamantly responds, "No." I get curious and look up her account, and lo and behold there was a rate plan change done a few days ago to the FT 1400 plan. When I show her the screen, she gives me that sheepish "Oops, I guess you got me" look.

Why do some customers think they can just make stuff up and we'll just believe it. And like there was anything I could have done about it even IF her minutes were 'stolen'. LOL

We have a guy that comes in every month complaining about his rollover minutes getting "lost" or "stolen". He was given a bunch of bonus minutes and had a bunch of rollover minutes. He was consistently going over his plan, and insisted that he didn't. Now he asks for a manager, so we don't have to deal with him.

But I cannot get people who say "oh I didn't use that many minutes" and they walk in on their cell, or spend at least 10 minutes in the store on the phone. Sure you don't use your phone.

Posted by: smg1976

So yesterday this guy comes in with his wife, looking to upgrade. He had a V557 with a display screen that didn't work, so it was time for a new phone, and he was out of contract. Perfect timing.

He described to me that he needed a phone that had a loud speaker, as he was hard of hearing. I mentioned that "all the phones in our store are live-make some test calls on a few I recommended." He tries the V3XX, CU515, 6555, and Trax, settling for the Trax, as he VERY attracted by the Value Bundle pricing (Bluetooth, car charger, and case @ N/C)-$99 AFTER MIR and Media package, yada, yada.

He didn't want any extra stuff, just the upgrade and the bundle. I explained that he could trade up to a better Bluetooth, and he decided on the Plantronics $70 BT, $30 more than the bundle BT (E220, I think @ $40). He was cool with the difference in price, we did the upgrade, he paid around $200 for everything before taxes, swiped his card, good to go.

His wife the whole time was commenting on how it's wrong that kids in school get cell phones, and they shouldn't be allowed to have them in class at all (I commented-"what if their parents needed to get ahold of them in an emergency"-just to counter her argument).

Fast-forward to approximately 3 hours later, and he comes back in alone to the store, bag in hand. He walks over to the Trax on the Live Wall, and says he thought it should have only been $99 plus the $30 difference on the BT, making it $130, and still get the $50 MIR.

I explain that the price is after MIR and data package (which, mysteriously, everyone else I come into contact with, young or old, man or woman, seems to understand the pricing concept). I then break it out for him-$100 for the phone, $40 for the BT, $30 for the car charger, and the case is "zeroed" out. He then tries to argue that the bundle should be all he has to pay plus the difference, plus tax. He thinks it's ridiculous that we have to sell inventory separately, instead of a lump sum. I then start to show him how the brochures have a single price for Talk, Text, and Web, but by this point, he's so pissed off, I make the judgement call to return everything and reverse his upgrade, just to get him out of the store, as he was making a scene. He was claiming it was misleading what was displayed as the price, and I countered that the disclaimer CLEARLY states that the prices are after rebates and discounts.

I thought for a split second about discounting the accessories somehow to appease him, but quickly decided NO.

As I processed the return and reversal, I even threw it out to him that he now has to option to go to another carrier if he so chooses. I then finished up and told him to have a good night.

Next time someone says they're hard of hearing, they're probably not lying.

Posted by: JP Whoregan

Discounting for the sake of "saving" a sale never really works (it works under some circustances). If you drop your pants $20, all that does is encourage most morons to try to get you to drop your pants all the way to the ankles. In other words, once you reveal to the cheap-o that you actually have the ability to move the price, NOW they're not buying anything unless it's "discounted".

My MO recently has been this: looking at a $100 phone, they're trying to get it for $50.....all I do is walk them over to a phone that is $50. If they don't see the value in the $100 phone, then there's no reason they should be buying it in the first place, so therefore, there's no reason to talk about discounting the $100 phone.

I discount for the following reasons:

1. Good repeat customer who never asks for discounts
2. If I don't have the phone they want, I'll discount to get them into a comperable phone
3. If the customer is looking to take a data feature, and is maybe on the fence about the feature, I'm more likely to move on the phone price, but I use the data feature as a condition for the discount.
4. And finally, I will price match the internet within reason. No matching Wirefly or any other scam discounters.

Posted by: ivwshane

Quote:

Originally Posted by JP Whoregan

Discounting for the sake of "saving" a sale never really works (it works under some circustances). If you drop your pants $20, all that does is encourage most morons to try to get you to drop your pants all the way to the ankles. In other words, once you reveal to the cheap-o that you actually have the ability to move the price, NOW they're not buying anything unless it's "discounted".

My MO recently has been this: looking at a $100 phone, they're trying to get it for $50.....all I do is walk them over to a phone that is $50. If they don't see the value in the $100 phone, then there's no reason they should be buying it in the first place, so therefore, there's no reason to talk about discounting the $100 phone.

I discount for the following reasons:

1. Good repeat customer who never asks for discounts
2. If I don't have the phone they want, I'll discount to get them into a comperable phone
3. If the customer is looking to take a data feature, and is maybe on the fence about the feature, I'm more likely to move on the phone price, but I use the data feature as a condition for the discount.
4. And finally, I will price match the internet within reason. No matching Wirefly or any other scam discounters.

I agree except for #3.
We had a customer who wanted a couple of lines and asked what we could do for him on the price of phones since he was getting all these different features. The phones were discounted heavily and the features were added. Fast forward a month and a half and he came in wanting all features removed! Unfortunately the person working with him the 2nd time was not aware of the deal and removed the features.

Most de-acts I see are from people that were given additional discounts to close the sale.

It's also why I disagree with the policy of having to have a $20 media plan to get a $20 discount, there is no value created when the customer feels they have to get something in order to get the lower price.

Posted by: JP Whoregan

Quote:

Originally Posted by ivwshane

Exactly. Why don't they just raise the sale price on the tag