vB Easy Archive - Stupid customer action of the day part II

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Stupid customer action of the day part II
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Posted by: holaDude

Well since the other one was closed due to post count, I'd thought i start a new one. And again, please do not go off on a agent vs cor rep. Plus, we should only say customer and not give details about nationality, cultural background, age, etc. if anyone can be offended by it lets not take the chance.

Not a day goes by that I get a customer disputing the minutes that they use on the phone and claim that we have miss billed them or that someone else must being using their line to charge the minutes to. Why is that these people cannot under stand that just 30 minutes a day adds up to 630 minutes based on a 21 day count for daytime minutes?

it gets even more aggravating when the conversation goes like this,

Cust: Well, you need to research my calls for me and then call me back to let me know that you corrected the problem.
Me: Sir, we track and record all calls made by your phone based on the handset id. I have already started to review your call history and I can confirm that all calls were made from your handset.

Cust: You're not listening to me sir, I need you to research my calls and get back with me as soon as possible.

And it continues in the manner for for the next 10 minutes.

Or the person that wants a number that they received a voice mail from while the phone was turned off and they erased the message from the voice mail and disconnected the call. How is it some people think that we are lying when we advise that once a message is deleted, we will not retrieve the message for them.

Posted by: NukuCamui

my favorites are these folks:

cust: my bill is too high!
rep: *goes over bill* as you can see mr/mrs customer, it's all correct.
cust: nuh-uh it's still high! I dont know what kind of game ya'll are playing at the at&t, but they said that my bill wouldn't be this high!

this goes back and forth for like, 10 minutes until the customer either "gets it," escalates or hangs up. I mean, if it's SO HIGH, what about it is high?

Posted by: ladyangel

Just once when a customer calls in and asks why their bill is so high, don't you just want to say "because you talk to much"

Posted by: cingtd

Quote:

Originally Posted by ladyangel

Just once when a customer calls in and asks why their bill is so high, don't you just want to say "because you talk to much"

Only wish I could but that is probably the call that will be audited randomly. Oh well.....

Posted by: MyPyle

Quote:

Originally Posted by cingtd

Only wish I could but that is probably the call that will be audited randomly. Oh well.....

that would be bad.

Posted by: classylady78

I have had dozens of customers over the years come in on their cell phone:

Try and pay their bill, you tell them the amount and they want to know why the bill is so high....(Mind you the person is still on a call!!!) and you look and they went over their minutes and you explain the overage...(still on the call) The customer starts arguing with me telling me that they hardly ever use their phone!!! (And they never hang up from there call!!)...

It still makes me laugh inside everytime!!!

Posted by: dalynqwent

lol, you know what's the funniest? Customers who sign up for the 450 plan, and go over their minutes by like 300 every month, and to avoid paying 20 extra dollars for DOUBLE the minutes and UNLIMITED nights and weekends.... they'll just pay the overage charges EVERY SINGLE MONTH.... that blows me in the WORST way lol... Just to have peace of mind that they KNOW their plan is 39.99 + tax every month, but end up paying 400 is just absurd.

Posted by: cingtd

Quote:

Originally Posted by dalynqwent

lol, you know what's the funniest? Customers who sign up for the 450 plan, and go over their minutes by like 300 every month, and to avoid paying 20 extra dollars for DOUBLE the minutes and UNLIMITED nights and weekends.... they'll just pay the overage charges EVERY SINGLE MONTH.... that blows me in the WORST way lol... Just to have peace of mind that they KNOW their plan is 39.99 + tax every month, but end up paying 400 is just absurd.

The sad thing is that when you ask why they don't want to upgrade to the next plan, the answer is usually "It's not in my budget" despite months of airtime overages.

Posted by: classylady78

Quote:

Originally Posted by dalynqwent

I don't follow their logic (or lack thereof). I keep saying you are not spending $20 more you are saving (say $180). They just don't get it! It drives me nuts.

Posted by: krisguy

Same here....and it's the same people every time, every month, not looking at the big picture.

"But I'm only paying 39.99/month."

Posted by: stivo1982

Something that really chaps my *** is trying to explain to a customer that I work in an authorized retailer and that I can't do everything that a corp. store does, they will argue with me forever and never really understand the differences between the two, a customer today called my store and couldn't grasp why he couldn't return his air card that he purchased at a corp. store at my store. He just didn't understand that we are not owned by at&t but we were an authorized retailer, that seems pretty self explanatory to me, but this guy just couldn't get it, I was hoping he would come in so I could draw him a graph or something, but nothing yet.

Posted by: bigsho

Quote:

Originally Posted by stivo1982

Something that really chaps my *** is trying to explain to a customer that I work in an authorized retailer and that I can't do everything that a corp. store does, they will argue with me forever and never really understand the differences between the two, a customer today called my store and couldn't grasp why he couldn't return his air card that he purchased at a corp. store at my store. He just didn't understand that we are not owned by at&t but we were an authorized retailer, that seems pretty self explanatory to me, but this guy just couldn't get it, I was hoping he would come in so I could draw him a graph or something, but nothing yet.

i always get a kick out of those customers. What really pisses me off is that people buy phones from the COR store down the street...and when they have a problem with it and want to exchange it or return it, COR sends them to us to do it "becuase they dont have cash in the drawer" or "they are out of that particular phone". Then i have to explain to the customer the situation and why i cant take the phone back...which gets them pissed off. But what i usually do is call the COR store pretending im a NEW CUST and ask if they have a particular phone in stock...if yes, i have them hold it using the customers name and send the customer back down there with my card with a brief note on it explaining the situation. COR hates us for it....but hey, they shouldn't be needlessly pawning problem customers off on us when they know we cant do anything about it.

A lot of times we have customers go back and return the phone at COR, that end up coming back to us to get the new equipment just because we were nicer to them and were able to help them get their situations squared away. Which is sad, because the COR store down the street from us does close to 300+ renewals a month while our store stuggles to get 60+ TOTAL renawal+New acts per month.

Posted by: vdubguy

Quote:

Originally Posted by bigsho

Doubtful that a COR store sends them to you, they most likely say another "AT&T" store, and the customer doesn't get the difference. And then its the he said she said game. Also, working for both Indirect and COR channels, I wouldn't suggest churning customers.

Posted by: bigsho

We know Corporate is sending us those customers because half the time we look at the reciept and there is a map drawn on it in pencil or pen showing where in the mall we are and exactly how to get to us from the corporate store

Posted by: sowire

Quote:

Originally Posted by bigsho

We know Corporate is sending us those customers because half the time we look at the reciept and there is a map drawn on it in pencil or pen showing where in the mall we are and exactly how to get to us from the corporate store

LMAO! hahahhahhahahahahah

so true

Posted by: cingman66

Quote:

Originally Posted by ladyangel

Just once when a customer calls in and asks why their bill is so high, don't you just want to say "because you talk to much"

I guess this is just one more of the benefits of not working for COR...but I have said that exact thing MANY times to people. They usually just stand there, drop-jawed, not believing that someone had the balls to be frank with them. Once the shock is over, I soften up and go over their bill with them and show them exactly where the problem is. You have to try honesty sometimes...it's a rush and you feel really good afterwards.

Posted by: cingman66

Quote:

Originally Posted by vdubguy

What's wrong with giving the customer the choice of where to do business? If one store is so incompetent as to allow customers to leave the store without the proper knowledge, equipment, features, accessories, and confidence, then they should expect a return. And if a different store offers all of those things, then they should expect to gain that sale. Finders keepers, losers weepers I always say!

Posted by: OffTheHorseCEO

again, guys, lets please keep this thread as titled

lets not get into another agent vs CS vs COR thread

there are stupid people everywhere even in agent locations, even in COR stores, even @ CS, and even higher up on the ladder, so lets let that ride and speak on the CUSTOMER stories

Posted by: vdubguy

Quote:

Originally Posted by cingman66

Under those circumstances I suppose I could agree.

Anyway.. I got a good one. Our store has a high percentage of Spanish customers. At the time, we only had one Spanish speaking rep. Back in January,a customer came in to buy a phone. The Spanish rep was not in, so yea.. RSC sells her a phone, then the lady and her daughter come back last week. Daughter speaks English, mother does not. Both were present when the phone was originally purchased. They explained to me that they wanted to return it. I look at the receipt and say I'm sorry, its past the 30 day return period. Way past. Then she starts getting all twisted on me and says that they were supposed to buy the phone with no contract. Receipt says they bought a SYNC for $90. I explain to the customer that she would have had to pay $200 more at the time of purchase for the phone. Oh no.. of course not. Going back and fourth for a few it came to me. "Just cancel your service, and pay the termination fee" makes sense right? Paying $175, plus the 2yr contract price on it, she actually would save $25, and I explained that to her like 4 times. Wasn't going for it.. Thought we were trying to scam her.
I asked one of the reps to explain to the mother in Spanish for me, so no words were lost in translation when her daughter explained it to her for me. Next thing I see is the lady throwing a fit, screaming as loud as she possibly could.. Kindly pointed to the door to give her the hint to leave. Sometimes I just don't get it.

Posted by: MyPyle

Quote:

Originally Posted by vdubguy

i dont get why the mother was so upset.

Posted by: vdubguy

Because she explained that she first wanted to purchase the phone without a contract. Not sure if the rep knew or didn't know at the time. Regardless, it really doesn't matter. Believe it or not, this was definitely in the top 3 for my "most pissed off customers" She was insane!

Posted by: IseeOrangepeopl

I just had a nice one.

We're a mall agent store and we get our fair share of "mall rats"; aka kids that come in and mess with our displays, ask us a million questions about phones they will never buy, and spouting the "oh I'm just looking" line. Now I love these kids cause all they want you to do is leave them alone so they may giggle, browse and fiddle to their hearts content. I very politely greet them and stand 3 steps away from them "if they have any questions". They leave the store quicker if they're fooling around, cuts down on theft, and it makes me feel better

A group walks in and I walk up and greet them politely, "hi welcome to AT&T, my name is ***** how can I help you?"

The young 16 year oldish boy looks right at me and says, "Don't talk to us!"

WOW!

Common courtesy has just left the building.

Being the wonderful AT&T employee I am I fired right back, "Sir it's my job to talk to you and how may i help you today?" Of course they didn't get anything but I was on them like flies on poo till they walked their little rears out.

Posted by: cellguy030

man, i woulda thrown that little s**t out and prayed that his mom or dad was in the mall, that he whined to them and then they came in to yell at me and id get to tell them what a little snot they raised.....i hate teenagers

Posted by: cac67

Quote:

Originally Posted by cellguy030

man, i woulda thrown that little s**t out and prayed that his mom or dad was in the mall, that he whined to them and then they came in to yell at me and id get to tell them what a little snot they raised.....i hate teenagers

Yep. I'd have told him to take his attitude out of my store.

Posted by: estaticxalde

so ive been off this for a while but here we go..

couple months ago i was helping a (what i assume by the accent) argentinian family looking to upgrade their phone. they where completely interested in upgrading and i helped them look for a good 10 minutes and all of the sudden they said thanks and left.. thought nothing of it since i work in a shopping mall and i get those kind of fakely interested customers all day. however soon after my coworker noticed she was missing her 8310, we checked the cameras and sure enough in a team effort the family had snatched the phone from the counter she had left it on. keep in mind this is 30 minutes or so after the family left. 2 of my coworkers walk around the mall and one calls mall security.. within 10 minutes my coworkers located them, contacted mall security which brought police, and within 10 minutes the mother was in handcuffs for grand theft ( i believe) 400 dollar phone plus 20 case + 4gb micro sd and cou service? constitutes grand theft...

Posted by: classylady78

Quote:

Originally Posted by estaticxalde

so ive been off this for a while but here we go..

couple months ago i was helping a (what i assume by the accent) argentinian family looking to upgrade their phone. they where completely interested in upgrading and i helped them look for a good 10 minutes and all of the sudden they said thanks and left.. thought nothing of it since i work in a shopping mall and i get those kind of fakely interested customers all day. however soon after my coworker noticed she was missing her 8310, we checked the cameras and sure enough in a team effort the family had snatched the phone from the counter she had left it on. keep in mind this is 30 minutes or so after the family left. 2 of my coworkers walk around the mall and one calls mall security.. within 10 minutes my coworkers located them, contacted mall security which brought police, and within 10 minutes the mother was in handcuffs for grand theft ( i believe) 400 dollar phone plus 20 case + 4gb micro sd and cou service? constitutes grand theft...

We had a family theft at the T-MO store I used to work at. It was a super busy Memorial day, and one of our Samsungs got stolen. The back was removable (it was a candy bar style phone). They managed to shimmy it off of the claw. We had no idea who it was, and you couldn't tell on the cameras because of all the people. (we were that slammed). I did remember this one lady with really bleached hair trying to call customer service on one of the phones near that phone. (our phones there did not call out).

So...a couple of months later the same family came in with a really expensive $600 nokia phone. One that only certain t-mo sold. And the husband seemed to know nothing about this really expensive phone (the most expensive we sold). I remembered them from that day. LOL. The phone number he had given us to look up his account and figure out why his phone wasn't working showed they were suspended with a $2000 balance, and it said in notes under no circumstances were they to be reconnected unless balance in full is paid. I watched the family like a hawk, I just new something was fishy. Sure enough we checked all of the IMEIs on the account and one was our missing phone! (the system at T-Mo updated IMEIs on the accounts when the phone registered with our towers).

I didn't get the satisfaction of seeing the in handcuffs, but it made me feel better to know I figured out what they were about before they stole another phone.

Posted by: sowire

For the record, I really wasn't trying to start anything on the last "Stupid Cust Action of the Day" against CS and agents or COR or whatever. I just wanted to share my experience. We can all handle that right?

Posted by: cs7213

At least one person every day is asking me about the unlimited talk for their family plan. They think they can get all 5 lines for the low low price of $99.99. I was told by one customer that it's false advertisement. I made sure to point out the per line on the sign.

Posted by: cellguy030

Quote:

Originally Posted by cs7213

At least one person every day is asking me about the unlimited talk for their family plan. They think they can get all 5 lines for the low low price of $99.99. I was told by one customer that it's false advertisement. I made sure to point out the per line on the sign.

"but add a lines are only $10!?!?"

Posted by: southwestm81

Here's one from north of the border. A customer calls the store and says she wants to exchange her Samsung m510. My assistant manager is the one taking the call. Asks if its been less than 30 days and the customer says yes. Pulls up the invoice to reveal that in fact, the phone was activated on Jan. 14, 2008! 30 days my ***, do they think we can't see when they bought it?! She then asks why they want to change it and the customer replies that the rep PRESSURED THEM INTO A FREE PHONE! I repeat a FREE PHONE! And one that wasn't a POS either! I couldn't believe it! Clearly should have sold them a RAZR 2. WTF!?!?!??!!?

ROFL

Posted by: stivo1982

I love the customers that want nothing but a free phone for being loyal paying customers (they usually have a past due balance but hey they are valued) and when I show them a phone that is $30 dollars with a $30 dollar MIR (aka free) they tell me how cheap and crappy the phone looks (you think that is why it is free?) I bite my tongue since I want to tell them you get what you pay for, stop complaining about the selection of cheap phones if that is what you ask for that is what you are going to get.

Posted by: stivo1982

does anybody know where the store is that just gives away free stuff? if so please let me know because the amount of people i get demanding free stuff it seems to me that they are used to getting free stuff everywhere, i mean if this store exists i would love to go there.

Posted by: OffTheHorseCEO

count me in on that deal

Posted by: ATT*Mark

oh I love it. We get those people all the time. And we are in a wealthy area. They think because they pay their 39.99 bill on time that they deserve any phone in store for free. Hell I wish it worked out like that....

Posted by: stivo1982

just had a lady come in the store to file an insurance claim (i work for an indirect and we offer our own insurance) in order to use the insurance you must wait one month, well she came in today, it has been exactly one month since she signed up so I was more than happy to file the claim but the place we file the claims through closes at six and it is almost six thirty so I could not file it and get her her phone. I explained this to her, she began to get upset saying she already filed the claim and handed me the paper she had, I told her that this was the paper to sign up for the insurance, not the claim form, she then snatched the paper and told me how ridiculous it was for her to have to go a month without a phone (oh yeah she lost her phone which is why she was filing the claim) as she was storming out I wanted to say "Ma'am you had a perfectly good RAZR V3xx and you lost it, it is not my fault you had to go without a phone" but I bit my tongue knowing that somehow in her mind it was my fault that her phone ended up missing.

Posted by: madd_dogg_914

It's always the sales reps fault, no customers EVER take personal responsibility for anything! Gosh, didn't you know that?!?!?!

Posted by: madd_dogg_914

On the subject of personal responsibility, here's a great one:

Customer comes in, complaining about her phone - worst phone ever made (SYNC) and how we need to do something to make it right.

Me: Well, ma'am, what seems to be the problem with the device.

Crazy Customer: Well, see for yourself, the screen doesn't work anymore.

Me: (Looking at a screen that is literally filled with water, swishing around) Well, Ma'am, it appears that your phone got wet, you see . . .

CC: (Interupting my speech) No it DIDN'T!

Me: Well, ma'am, I am not saying that it was intentional, but it is hard for me to believe that you really think the phone didn't get wet, there is water in the phone right now.

CC: Thats how it came.

Me: (laughing hysterically, along with my co-worker - I feel bad, but c'mon - it came like that was the best she could come up with)

Me: I'm sorry, but there is no way that you bought a phone that was full of water.

CC: It's not water it's lemonade . . .

Me: Oh, okay, so you got lemonade on the phone, or it came with lemonade on the phone?

CC: There's no need to be a smartass about it

Me: There's no need for you to lie right to my face about it either, I don't appreciate it.

CC: Maybe I'll take my business elsewhere.

Me: Have a nice afternoon.

I am still gigiling about the whole thing. She got totally red in the face when she realized what she said.

Posted by: classylady78

Quote:

Originally Posted by madd_dogg_914

On the subject of personal responsibility, here's a great one:

Customer comes in, complaining about her phone - worst phone ever made (SYNC) and how we need to do something to make it right.

Me: Well, ma'am, what seems to be the problem with the device.

Crazy Customer: Well, see for yourself, the screen doesn't work anymore.

Me: (Looking at a screen that is literally filled with water, swishing around) Well, Ma'am, it appears that your phone got wet, you see . . .

CC: (Interupting my speech) No it DIDN'T!

Me: Well, ma'am, I am not saying that it was intentional, but it is hard for me to believe that you really think the phone didn't get wet, there is water in the phone right now.

CC: Thats how it came.

Me: (laughing hysterically, along with my co-worker - I feel bad, but c'mon - it came like that was the best she could come up with)

Me: I'm sorry, but there is no way that you bought a phone that was full of water.

CC: It's not water it's lemonade . . .

Me: Oh, okay, so you got lemonade on the phone, or it came with lemonade on the phone?

CC: There's no need to be a smartass about it

Me: There's no need for you to lie right to my face about it either, I don't appreciate it.

CC: Maybe I'll take my business elsewhere.

Me: Have a nice afternoon.

I am still gigiling about the whole thing. She got totally red in the face when she realized what she said.

I don't even say "they" got it wet. I just explain that the water had gotten in there. I even give them the "out" and asked if they loaned their phone to anyone...lots will say oh yeah I did...knowing full well they are lying.

However, my father was one of those who had a wet phone and he and my step mother denied they got it wet. Then I said, did you loan the phone out to anyone...they let my nephew take the phone fishing...Duh!

Posted by: FormerRuling

Wasn't my call, but it was hilarious yesterday - This customer flat argued with the rep close to me (You could hear everything) for like 50 minutes. He was porting from Metro and there had to be a case put in blah blah blah so he was already mad about that - But the kicker was he had a number with AT&T that we were going to change to his Metro Number...Then he thought he was going to just Port the AT&T number we changed to Metro, basically swap the numbers around... Now in original defense many people don't realize when we change a number it cancels the original number and doesn't just allow us to reactivate it unless we are reversing the number change and if Metro requests that number they'll get a fat not active Resolution. (Now in extreme situations we CAN actually give the number manually to them and submit to have the number changed to Ported Out status..but yea).

OMG this dude exploded because apparently he had all this grand scheme planned and never bothered to ask anyone how it actually worked. I guess thats the moral of this long not-so-funny unless you were there story..

Posted by: WHATUP

Senario..

Customer: I have a few questions (then under his breath states: "before I hit a corporate store"
me: Why would you be requesting information from me if you are planning on on hitting a corporate store to do your business?

customer: Because I can get the phone cheaper at a corporate store but I've tried 2 already and they can't answer my questions truthfully. Besides it is your job to answer my questions, that is why you work here.

me: I'm sorry you feel that way... however, I am employed to sell phones....any additional information stored in my brain due to long hours of research is not paid for by my company. However, if you chose to patronize my establishment I will grant you access to my knowledge base. If not, then you will need to find a corporate rep with a brain.

customer: no, you didn't just say that...

me: I'm sorry, If you have misunderstood anything I have said,, I would gladly call my corporate office and allow them to explain it to you. ( holding the phone in my hand)

customer: oh I see how it is...(customer then walks off)

me: (Under my breath.. sure glad you figured it out a**)

Posted by: cingman66

Quote:

Originally Posted by WHATUP

Senario..

Customer: I have a few questions (then under his breath states: "before I hit a corporate store"
me: Why would you be requesting information from me if you are planning on on hitting a corporate store to do your business?

customer: Because I can get the phone cheaper at a corporate store but I've tried 2 already and they can't answer my questions truthfully. Besides it is your job to answer my questions, that is why you work here.

me: I'm sorry you feel that way... however, I am employed to sell phones....any additional information stored in my brain due to long hours of research is not paid for by my company. However, if you chose to patronize my establishment I will grant you access to my knowledge base. If not, then you will need to find a corporate rep with a brain.

customer: no, you didn't just say that...

me: I'm sorry, If you have misunderstood anything I have said,, I would gladly call my corporate office and allow them to explain it to you. ( holding the phone in my hand)

customer: oh I see how it is...(customer then walks off)

me: (Under my breath.. sure glad you figured it out a**)

Straight up Whatup...that is some funny truthful shee-ot there. That is probably one of my favorite things to do in this job...tell uppity customers where it's at. Good job!!!

Posted by: speer320

Quote:

Originally Posted by classylady78

I did remember this one lady with really bleached hair trying to call customer service on one of the phones near that phone. (our phones there did not call out).

blonde lady " um your phones don't work i was trying to get help my phone broke " haha that what i just thought lol

Posted by: stivo1982

I work in an indirect store in a mall and the other day I had just locked the doors since it was 5:30, mall closing time and as I am doing my closing procedures a guy began to jerk on my locked doors, I made eye contact and he aske "Are you closed?" No the doors are just locked but hey come on in, but I nodded my head, the guy then jerks on them again, and looks at me like "What the ****", I then raise my voice a little in case he didn't understand locked doors, "We are closed, the entire mall is closes at 5:30" he stares down the doors and again attempts to open them, I again have to say it to him that we close at 5:30 mall rules not mine, he pulls them one more time, and gives me the F you A-hole look....I am sorry that I have a closing time ***hole, next time don't waste all day on a sunday watching NASCAR and come to the store during normal hours.

Posted by: classylady78

Quote:

Originally Posted by stivo1982

I work in an indirect store in a mall and the other day I had just locked the doors since it was 5:30, mall closing time and as I am doing my closing procedures a guy began to jerk on my locked doors, I made eye contact and he aske "Are you closed?" No the doors are just locked but hey come on in, but I nodded my head, the guy then jerks on them again, and looks at me like "What the ****", I then raise my voice a little in case he didn't understand locked doors, "We are closed, the entire mall is closes at 5:30" he stares down the doors and again attempts to open them, I again have to say it to him that we close at 5:30 mall rules not mine, he pulls them one more time, and gives me the F you A-hole look....I am sorry that I have a closing time ***hole, next time don't waste all day on a sunday watching NASCAR and come to the store during normal hours.

On New Year's Eve, we were WALKING OUT THE DOOR, and LOCKING it, a lady asked if we were closed. I came really close to saying no we lock the doors while we are still open.

Posted by: southwestm81

Quote:

Originally Posted by stivo1982

Yeah, people cannot tell time apparently. I swear once a day (at least when I open) we get a person trying to pull open the closed and locked glass doors at 9:45 (mall opens at 10). Also, they don't take the hint that only half the lights are turned on and people are vacuuming. Yet they look so mystified. We once had a guy, 15 minutes before opening on a weekend, walk straight into the glass face first! Hilarious and the dude sprinted off and did not come back. Honestly look where you are going, do you drive this way?

Posted by: krisguy

Quote:

Originally Posted by stivo1982

I love the customers that want nothing but a free phone for being loyal paying customers (they usually have a past due balance but hey they are valued) and when I show them a phone that is $30 dollars with a $30 dollar MIR (aka free) they tell me how cheap and crappy the phone looks (you think that is why it is free?) I bite my tongue since I want to tell them you get what you pay for, stop complaining about the selection of cheap phones if that is what you ask for that is what you are going to get.

Yesterday I had 3 people that wanted free phones out the door. I explained that the BOGO was free after rebate, they had a fit, then had the nerve to complain about network coverage.

If I didn't have network coverage in my area, why would I want to keep a phone with that company? Why would I try to get a free phone and resign a contract?

People are amazing sometimes.

Posted by: randomtask77

Quote:

Originally Posted by krisguy

I don't think "amazing" is the word you're looking for.

Posted by: Its Swanny

Quote:

Originally Posted by IseeOrangepeopl

I just had a nice one.

We're a mall agent store and we get our fair share of "mall rats"; aka kids that come in and mess with our displays, ask us a million questions about phones they will never buy, and spouting the "oh I'm just looking" line. Now I love these kids cause all they want you to do is leave them alone so they may giggle, browse and fiddle to their hearts content. I very politely greet them and stand 3 steps away from them "if they have any questions". They leave the store quicker if they're fooling around, cuts down on theft, and it makes me feel better

A group walks in and I walk up and greet them politely, "hi welcome to AT&T, my name is ***** how can I help you?"

The young 16 year oldish boy looks right at me and says, "Don't talk to us!"

WOW!

No offense, but antics like that give retail a bad name.

Chill out and let the kids have some fun.

Posted by: Rodville

Quote:

Originally Posted by Its Swanny

No offense, but antics like that give retail a bad name.

Chill out and let the kids have some fun.

Are you serious? Do you work in retail? If you leave them alone they will either steal all the displays or break them. It's not like the good 'ol days when we were kids and would just play and leave.

Posted by: AppleMac

Quote:

Originally Posted by Rodville

Are you serious? Do you work in retail? If you leave them alone they will either steal all the displays or break them. It's not like the good 'ol days when we were kids and would just play and leave.

He obviously does not work retail. I give it a 50/50 chance though that he fires back a story about how he "certainly does work in retail!".

Posted by: britlusion

CSR sitting across from me had a customer yesterday. Cust has been with att for 2 months and is calling in to cancel his service.

Because when he makes or recieves calls he uses his rate plan minutes.

Yep. That was the ONLY reason he was cancelling. Was advised of $175 ETF and was perfectly fine with it. He apparently was disgusted that when he uses his phone he has to use his minutes.

Posted by: holaDude

Quote:

Originally Posted by britlusion

CSR sitting across from me had a customer yesterday. Cust has been with att for 2 months and is calling in to cancel his service.

Because when he makes or recieves calls he uses his rate plan minutes.

Yep. That was the ONLY reason he was cancelling. Was advised of $175 ETF and was perfectly fine with it. He apparently was disgusted that when he uses his phone he has to use his minutes.

So was he offered the unlimited rate plan so that he would not have to worry about whether he used his minutes at all? Of course I am sure he would have complained that it was a ripoff as it doesn't accumulate any rollover minutes.

Posted by: classylady78

Quote:

Originally Posted by Its Swanny

No offense, but antics like that give retail a bad name.

Chill out and let the kids have some fun.

Are you one of the kids he talked to? Seriously. How did this guy doing his JOB give retail a bad name? Maybe the attitude of the teen should give all teens a bad name.

It is our job to interact with the customer. If one acted like that, how are we to know they are not going to shoplift?

He could have told the kid to leave. Instead he kept asking if he had any questions. My manager would have been mad if I would have ignored the kid.

Posted by: cellguy030

Quote:

Originally Posted by Its Swanny

No offense, but antics like that give retail a bad name.

Chill out and let the kids have some fun.

REALLY?!?!

where do you work? we'll come in an disrespect you for an hour or so and see if you have the same attitude about it.

i dont normally flame for stupid s**t but GOOD LORD... wheres the common decency anymore

Posted by: stivo1982

Perhaps he is one of those customers that feel that us as reps in the stores are there to be walked all over and treated as verbal punching bags and have to allow the customers act however they want in the store.

Posted by: FormerRuling

Quote:

Originally Posted by holaDude

One thing I've learned about some customers...They are VERY protective of rollover minutes, especially the type that doesn't use the phone much (usually older people or people that use it as a spare).

One woman had 11,000 rollover minutes, and wanted a bigger rate plan because she said her daughter was using more minutes (I looked and there was like 100-200 more minutes used a month). I advised her that moving rate plans automatically cuts your rollover minutes down. That didn't fly. I offered the option that she just use up her rollover minutes then call in to have the plan changed when it wouldn't effect them.

Nope, apparently the only reason she was moving up plans was that the extra minutes used were making it where she didn't accumulate as many rollover minutes, they were still a good bit below their monthly minutes every month (I checked usage to confirm this...), She just would NOT be happy unless she was gaining like 400+ rollover minutes a month like it was a contest.

When I advised her I can't even credit back that many minutes after the change (We got cracked down on about this, strict 1,000 rollover minutes limit for our reps now), and even my MANAGER can't credit back that many, she finally just stayed on the plan she was on.

Posted by: MyPyle

if you that many saved use them up first. people act like they can trade them in for money.

Posted by: sowire

I love the customers that you ask them for their cell phone number or the number on their at&t account, and they end up giving you their home phone number... even when it's a VERIZON landline number, and they insist that is the correct number! (When the system tells me it's not the correct number) and in this last scenario, their phone wasn't working so I put their SIM in my phone, and I called our store. What do you know - wrong number. "Sir, I'm sorry, there must've been some confusion. May I have your CELL PHONE NUMBER please?"
Honestly - you're in a cell phone store, you give your cell phone number. Do you go to an old national bank and give them your integra bank account number? NO.
Dumb F*****.

Posted by: OffTheHorseCEO

what really gets me is when they come in and want you to pull them up just by name, and in many cases, just FIRST name, like "James"

do you realize how many "James's" we have signed up.

or when you ask for their number and zip code, and they can barely remember their number and when you ask for zip code they said "i dont know whats it say on there?"

if i had your zip i wouldnt ask for it, and if i could see it id be in the account in which case i wouldnt need your zip code to pull up your account

Posted by: ludetypes98

haha I love it when customers don't even know their own number and don't care to do so.

me - can I have your wireless number sir?
customer - I don't know my own number. I don't call myself (said sarcastically with a chuckle)
me - *no laughs, just a straight face*

Posted by: OffTheHorseCEO

yea i hate that too

Posted by: cingman66

Quote:

Originally Posted by OffTheHorseCEO

what really gets me is when they come in and want you to pull them up just by name, and in many cases, just FIRST name, like "James"

do you realize how many "James's" we have signed up.

or when you ask for their number and zip code, and they can barely remember their number and when you ask for zip code they said "i dont know whats it say on there?"

if i had your zip i wouldnt ask for it, and if i could see it id be in the account in which case i wouldnt need your zip code to pull up your account

We get the "can't you just look me up by name?" many times...or this one:

Me: What's your cell phone number?
Them: 617-xxx-xxxx
Me: And your zip code?
Them: 617
Me: *trying not to shoot them a look that makes them feel 2 inches tall and dumb as a stump* "Uh, no...your ZIP code...what town do you receive your bill in?

Posted by: OffTheHorseCEO

haha yea thankfully alot of my customers realize their mistake half way in and say "91-er you mean ZIP 275..."

Posted by: FormerRuling

When they don't have their mobile number for us..we basically have a few options: Pull by account number which they never have, or pull by the full SSN, which they never want to give.

I can pull by name, but never really bring it up as an option...because even if your name is the most unique thing you think you've ever heard, theres atleast 10-15 other customers with that name in my system...

Posted by: cingtd

I don't know about Telegence, but CARE does have a way to look up a customer by name and address. Not that I would necessarily encourage anybody to go through that much trouble on a regular basis.

My theory is that if a customer can't manage to remember their cell phone #, they should carry something in their wallet to remind them or shouldn't own a cell phone in the first place.

Posted by: tsechler414

so i've got this one at both carriers i've worked for and i get it pretty often as well, probably my favortie

"So when i take a picture how many minutes does that use?"

i get it from all ages and all kinds of customers, sometimes i like to joke with them and say for every second your using the camera it uses one minute.

Posted by: OffTheHorseCEO

Quote:

Originally Posted by tsechler414

so i've got this one at both carriers i've worked for and i get it pretty often as well, probably my favortie

"So when i take a picture how many minutes does that use?"

i get it from all ages and all kinds of customers, sometimes i like to joke with them and say for every second your using the camera it uses one minute.

yea i always take that and turn it into a selling point, hehe. "its absolutely FREE, so is using a bluetooth headset!" (<---they ask)

"now, if you want to be able to send those pictures out to family and friends i can add you a messaging package for xx/month"

Posted by: OffTheHorseCEO

Quote:

Originally Posted by BB Section of HoFo

Visited TMO store to consider 8820 (actually to learn since amazon.com offers it for $49.99 for new subscriber). In addition to what has been written below, a couple of followup questions:

1. BIS plan works in states only, according to TMO.
2. When traveling overseas, need to also pay additional for international BIS. Upside is you can sign up for period overseas and then shut down when you return home.

Now questions:

1. IF, big if, I just merely subscribe to voice plan for now, since 8820 has wifi, can i check emails by using browser, eg gmail or even pop3mail via webmail? Or do I have to subscribe to BIS for internet access to browse the internet?

2. Use of UMA can be achieved without signing up for hotspot@home? If yes, assume you just are charged minutes for the call or not?

story waiting to happen

Posted by: Malibu21

Quote:

Originally Posted by OffTheHorseCEO

story waiting to happen

I've had people tell me they were going to buy online, when i ask why "its cheaper" i fire back, "haha, so is the help"

OK OK I got a good one,

Customer comes in, walks up with an epack in hand, and the included case on the side of the epack. I sold it to her, so i think oh ok, she needs help with her new BT, she says kindly, i need to return this, I ask why, she says she didn't like it and already bought another BT, so I say OK I'll return it no problem what ensues is hilarity:

Me: Can I see the reciept?
Customer: You never gave me one
Me: Ignoring the fact she just told me I don't do my job after a year and a half. Ok let me see if it was rang up with your name (our acc. sales usually don't have a name associated with it, but i giver her the benefit of the doubt)

Me: I can't find it, I'm going to need the reciept
C: You never gave me one and told me 30 days to return
Me: Our return policy is 3 days, when did you buy it
C: 3 weeks ago, you said 30 days and you can have this too I bought it seperately (hands me a House charger for the BT, I look in the Epack box and there's no homecharger, what I look like a schmuck that just got hired?)
me: ma'am I've been worki....
C: YOU SAID 30 DAYS!
Me: No, I may have said 30 days exchange, but our polic.....
C: YOU SAID 30 DAYS!!!
Me: Ma'am, you can yell that all day its still a moot point as you don't have the reciept.....
C: YOU'RE SHEISTY! YOU NEVER GAVE ME ONE!
Me: Ma'am I remember you here, I gave you the reciept in the bag, with the boxes for the headset and case, where's the bag and box for the case?
C: YOU DID NOT GIVE ME A BAG
Me: Well, I'm sorry im going to need the reciept
C: WHERE'S YOUR SUPERVISOR!?
Manager: Right here whats the probl......
C: YOU HAVE TO RETURN THIS YOU SAID 30 DAYS!!!!!!!!!!!!!!
Manager: I never said 30 days...
C: YES YOU DID!!!!!!!
Manager: I'm going to ask you to leave.
C: *takes bt and leaves yelling*

She comes back 5 minutes later
C: WHERES MY CASE!!!!
Me: Here.
C: *yelling loudly in the mall* DONT BUY HERE GOTO THE ATT ACROSS THE STREET! THEY SCANDOLOUS, THEY SHEISTY!!! *to our customer*, DON'T BUY HERE YOU'LL REGRET IT!! (she keeps yelling as she's walking away, as we're closing a triple act and a double up)

Posted by: stivo1982

The funny thing is she will probably "find" her receipt and try to return it again and more laughter will ensue for you lol.

Posted by: cingtd

Quote:

Originally Posted by stivo1982

The funny thing is she will probably "find" her receipt and try to return it again and more laughter will ensue for you lol.

Especially when she reads the return policy on the receipt.

Posted by: OffTheHorseCEO

Quote:

Originally Posted by cingtd

Especially when she reads the return policy on the receipt.

she WONT read it, she'll find it and be like "AHA!" and try to return it and you can smugly read the return policy to her

Posted by: stivo1982

I have a deep loathing for the customers that somehow think it is my fault when they decide not to pay their bill for two months and they get their phones shut off, they yell and rant at me about how they have been with at&t for years and have had nothing but problems and they don't understand why they keep getting their phone shut off....well take some responsibility and pay your ******* bill.

Posted by: ludetypes98

Quote:

Originally Posted by stivo1982

I have a deep loathing for the customers that somehow think it is my fault when they decide not to pay their bill for two months and they get their phones shut off, they yell and rant at me about how they have been with at&t for years and have had nothing but problems and they don't understand why they keep getting their phone shut off....well take some responsibility and pay your ******* bill.

haha so true man. customers just can't man up to their own mistakes and simply blame all their errors on the rep's.

Posted by: Malibu21

Quote:

Originally Posted by OffTheHorseCEO

she WONT read it, she'll find it and be like "AHA!" and try to return it and you can smugly read the return policy to her

She'll yell 30 da...huh, **** 3 days peace out.

Posted by: FormerRuling

Quote:

Originally Posted by stivo1982

I've been a customer for years is the best one...

I can understand giving someone a break if they've been a customer for 5 years and never been late then have a problem..we can work it out...

But if you've been a customer and your contract isn't even up....and especially if you've ever been late...

Posted by: tsechler414

Quote:

Originally Posted by OffTheHorseCEO

haha yeah. i've also had a couple that think bluetooth cost money as well. i tell them about transferring files through bluetooth and some of them are like "jeeze that must cost a fortune", and then like flip out when i tell em its free, saying thats the best deal ever.

Posted by: D13LINK

i just got a call woman calling with over 1,000 worth of long distance. first bill clames that she did not know over 1,000 mins of international calls to kenya would not cost that much, long story short i transferd her to account recivable.

Posted by: drewyehboi

I just had a customer purchase a Tilt for his 9 year old................

need I say more?

Posted by: tsechler414

Quote:

Originally Posted by drewyehboi

I just had a customer purchase a Tilt for his 9 year old................

need I say more?

if i had to guess, that 9 year old and his parents will probably be in soon either asking a lot of questions on how to use the dang thing or just returning it. some people....

Posted by: neodamonkey

Quote:

Originally Posted by drewyehboi

I just had a customer purchase a Tilt for his 9 year old................

need I say more?

Yeah I have a guy keep comming in and bugging me about buying his 3 year old granddaughter a blackberry pearl cause it was cute. I basically laughed in his face everytime he came in and told him pretty much that I would not be the one to sell it to him. I dont need hm comming in with her to try and teacher her how to use it. That is where i put my foot down.

Did they at least get the data pacakage or unlimited text for it?

You are going to love it when they come in, if they didnt get him the internet package, and ask why their bill is $600 higher this month. And when you tell them its because internet they will deny he even knows how to use the internet. (Yeah we get that all the time)

Posted by: xayoz306

As a CSR, I love the calls from customer's who want to know how their cell phone bill got so high... You tell them the number with the usage, and say its SMS or WIX, and they reply with "That's my 8 year old's phone. He doesn't know how to use it for that."

I say, if you wanna give a cell phone to an 8 year old, you are responsible for it.

Posted by: cac67

Quote:

Originally Posted by xayoz306

As a CSR, I love the calls from customer's who want to know how their cell phone bill got so high... You tell them the number with the usage, and say its SMS or WIX, and they reply with "That's my 8 year old's phone. He doesn't know how to use it for that."

I say, if you wanna give a cell phone to an 8 year old, you are responsible for it.

I get this all the time, but usually it's "that's my 14 year olds phone, she doesn't text because I told her not to." I'll offer to block text messaging for them if they want a credit. Sometimes they accept that and I credit the usage (within reason, of course) and sometimes they act like I just killed their baby to even suggest blocking the text messaging. No credit for them without a rerate.

Posted by: krisguy

Quote:

Originally Posted by cac67

Exactly. I'll usually offer go half on the overage if they get FAM MSG or Smart Limits. That way they know the kids can go all out, or they have the ability to block it.

Posted by: OffTheHorseCEO

a guy came in earlier, was trying to use a tracfone with his gophone acct. i told him "it wont work, it just wont"

he said, "hey you know those phones you guys are giving away, can I have one?"

i lol'd then explained the service requirements, which as i knew, he was not down with

Posted by: MyPyle

Quote:

Originally Posted by OffTheHorseCEO

a guy came in earlier, was trying to use a tracfone with his gophone acct. i told him "it wont work, it just wont"

he said, "hey you know those phones you guys are giving away, can I have one?"

i lol'd then explained the service requirements, which as i knew, he was not down with

o the free phone affect again.

Posted by: britlusion

I had a customer call in yesterday. She's had an aircard for 9 months, works great and she's had no complaints ... until....

She's bought a new laptop and the old card won't fit. Says she went into the store and they gave her the option of buying a new card no commitment pricing or to cancel the line with ETF and get the new card for free.

She didn't like those options so she calls customer care. Wants me to give her a free aircard because she's been with us for 973 years and we are penalizing her for buying a new laptop.

Posted by: geoffcoplt

As a customer, I enjoy reading this thread seeing at how incredible stupid/simple minded my fellow man/woman is.

After reading threads like this one, it seems that most people do not want to accept responsibility for their actions and expect others (the employee or the company) to fix their mistake for them. Personally, there have been a few times when I have purchased something and lost the receipt or did not check the return policy before trying to return the item. Each and every time, I am honest and state that I have lost the receipt (once the employee was able to go into his computer and lookup the purchase using my CC number and reprint the receipt) or after being told that the return date had passed., I would apologize for taking up the employees time and see about resolving the issue in some other fashion.

In the case of the customer and the three day return policy, I would accept that I am limited to a three day return policy and I would not insist that I was told otherwise, policies do not change overnight and when they do, customer are generally given notice in advance. Granted, a 3 day return policy is not the most generous policy around, but if I choose to do business with that company, I accept their rules.

I would never cause/make a scene or demand compensation for something that is clearly my fault. I accept responsibility for my actions and move forward, not chase my own tail. I wonder, are these people on the whole un-educated (i.e. not college and post graduate educated?)

Posted by: trejoy

^^ While lack of education may be a factor, my experience in public service has led me to believe it has more to do with narcissism and immaturity, resulting in the general inability to accept personal responsibility. I used to work in a bank in an extremely well-to-do town in Connecticut and some of the customers' antics were beyond belief!

Posted by: cingtd

Quote:

Originally Posted by trejoy

^^ While lack of education may be a factor, my experience in public service has led me to believe it has more to do with narcissism and immaturity, resulting in the general inability to accept personal responsibility. I used to work in a bank in an extremely well-to-do town in Connecticut and some of the customers' antics were beyond belief!

At least we know that we aren't the only ones dealing with these kind of customers. Thanks!

Posted by: britlusion

In my opinion it's usually a false sense of entitlement. Some people are just convinced that they deserve certain things for no other reason than ....well because.

Posted by: cingtd

Quote:

Originally Posted by britlusion

In my opinion it's usually a false sense of entitlement. Some people are just convinced that they deserve certain things for no other reason than ....well because.

Maybe I could use that tactic with my local gas station. Do you think they will drop $1.99 off the price of a gallon of gas??

I won't hold my breath.

Posted by: smg1976

A customer came in today to pay her bill, and when she was advised to use the paystation to avoid the $5 admin fee, she walked over to the machine.

A few minutes later, she's screaming at a coworker about how she double-paid her bill (she only wanted to pay the past-due), and she needs to get it reversed. Our assistant manager explained that we can't void a transaction on the paystation, and advised her to call customer service on our courtesy phone. CS tells her to get with her bank and dispute the charge, but of course that's not good enough, because the "poor" woman needs her money back NOW!

It felt good to tell her there was nothing we could do immediately, especially since when she was at the paystation, it always asks you if you want to pay the rest of your balance, or just continue, and she didn't stop to ask for help, she just swiped her debit card again.

Oh yeah, and when we're verifying and approving the paystation, it turns out that she swiped once as debit, and the next time as Mastercard. Idiot! And to think, she could have paid the $5, and avoided all this mess.

Posted by: holaDude

I actually want to get a little off topic.

There are some days when I am taking calls that I just wonder how some people survive. For example, I had a gentleman call in that sounded like he was in his mid 30's or so and that he had a really hard time going through the text messaging menu on the phone. He was having to spell out words on the screen and would say that he did not understand what they words meant. Such as, predictive text, or the word primary. It was hard to help him, not because I wanted to make fun of him, but because I felt sorry for him that out educational system if failing to adequately prepare people for life once they leave their parents homes and head off to start a life of their own. I could tell that he was getting frustrated as well and the call ended with him deciding to go into a store for help just because he could not turn off the T9 on his phone.

While it is partly his and his families fault for not getting an education, I place almost all the blame on our educational for failing to assist students that are in need of help.

Heck, if it were not for an ex-gf, I would have dropped out of high school myself and been one of the many uneducated that are out there. As far as my class goes, I graduated 325 out of 340 people. I may be embarrassed where I graduated in my class, but at least I graduated and I am very proud of that.

K, back on topic.

I hate it when a customer calls in to ask questions on the account and they cannot verify the account.

Cust: Hi, I need to find out the balance on my husband/wife's account.
Me: Ok, can you please verify the last 4 of the ssn.
Cust: No, but I am an authorized user for the account.
Me: That maybe correct, but I will still need you to verify the account, if you do not have the information, I can call the account holder to see if he will give you permission to access the account. You can also get your account balance by pressing *bal# and hit talk or send on your phone if it is on the same account to get the balance.
Cust: Excuse me, I am his/her husband/wife and I am an authorized user for the account, now give the account balance on the account.

Me: I realize that you are getting upset, but for the security of our customers, the account must be verified, and again I can call the account holder to get you access to the account.

Cust: First, my phone is broken, so I can't do that, and If I could call them myself, I would now you either give the account balance or let me talk to your manager as you obviously have no idea what you are doing.
Me: If you wish to talk to my manager, I will be more than willing to bring them online, but they will also advise you the same thing.
Cust: Just get them already you f*****g idiot!!

Posted by: cingtd

Quote:

Originally Posted by holaDude

While it is partly his and his families fault for not getting an education, I place almost all the blame on our educational for failing to assist students that are in need of help.

Heck, if it were not for an ex-gf, I would have dropped out of high school myself and been one of the many uneducated that are out there. As far as my class goes, I graduated 325 out of 340 people. I may be embarrassed where I graduated in my class, but at least I graduated and I am very proud of that.

K, back on topic.

I hate it when a customer calls in to ask questions on the account and they cannot verify the account.

Cust: Hi, I need to find out the balance on my husband/wife's account.
Me: Ok, can you please verify the last 4 of the ssn.
Cust: No, but I am an authorized user for the account.
Me: That maybe correct, but I will still need you to verify the account, if you do not have the information, I can call the account holder to see if he will give you permission to access the account. You can also get your account balance by pressing *bal# and hit talk or send on your phone if it is on the same account to get the balance.
Cust: Excuse me, I am his/her husband/wife and I am an authorized user for the account, now give the account balance on the account.

Been there, done that.

Posted by: geoffcoplt

Off-topic: I whole heartedly agree that the U.S. educational system is not what it once was. On a daily basis, I wonder how people survive when I witness such things as employees unable to make change, people unable to add/subtract in their head and other assorted menial tasks.

I guess I just do not understand why people cannot comply with the rules. While I may not like a rule or I feel that rule gets in the way of the task that I am trying to accomplish, I do not buck the system. Yesterday, the bill for my wife's at&t Mobility personal line arrived at our house. It was significantly higher ($465.00) than it usually is and after reading over the bill I discovered that there were per kilobyte DATA charge poster to her account. I paid the bill over the internet in full, I would not imagine that I could somehow convince at&t Mobility to remove legitimate charges, nor would I want to. Later, after talking with my wife about using DATA on her phone, I called up at&t to add a DATA plan to her account to protect her in the future should she decide to use DATA on her phone. The agent without any prompting offered to credit me $465.00 in overages simply because I was adding a DATA plan.

I can see where gestures like that (giving me a credit for legitimate DATA charges) might give certain people the idea that they do not have to take responsibility for their actions, simply call up, complain, add a another feature and at&t will excuse you from your mistakes. The same person is liable to think that I got away with it last time (at&t gave me a credit for MY mistake, I can get away with it again in the future. Thus, perpetuating the cycle that you (the employees) complain about.

Did I accept the credit? I did, however, I do not expect to be excused for my actions each and every time.

Posted by: classylady78

Quote:

Originally Posted by holaDude

I actually want to get a little off topic.

There are some days when I am taking calls that I just wonder how some people survive. For example, I had a gentleman call in that sounded like he was in his mid 30's or so and that he had a really hard time going through the text messaging menu on the phone. He was having to spell out words on the screen and would say that he did not understand what they words meant. Such as, predictive text, or the word primary. It was hard to help him, not because I wanted to make fun of him, but because I felt sorry for him that out educational system if failing to adequately prepare people for life once they leave their parents homes and head off to start a life of their own. I could tell that he was getting frustrated as well and the call ended with him deciding to go into a store for help just because he could not turn off the T9 on his phone.

While it is partly his and his families fault for not getting an education, I place almost all the blame on our educational for failing to assist students that are in need of help.

Heck, if it were not for an ex-gf, I would have dropped out of high school myself and been one of the many uneducated that are out there. As far as my class goes, I graduated 325 out of 340 people. I may be embarrassed where I graduated in my class, but at least I graduated and I am very proud of that.

K, back on topic.

I hate it when a customer calls in to ask questions on the account and they cannot verify the account.

Cust: Hi, I need to find out the balance on my husband/wife's account.
Me: Ok, can you please verify the last 4 of the ssn.
Cust: No, but I am an authorized user for the account.
Me: That maybe correct, but I will still need you to verify the account, if you do not have the information, I can call the account holder to see if he will give you permission to access the account. You can also get your account balance by pressing *bal# and hit talk or send on your phone if it is on the same account to get the balance.
Cust: Excuse me, I am his/her husband/wife and I am an authorized user for the account, now give the account balance on the account.

If they cannot call their husband/wife, how are they calling you? I would not be able to resist asking.

I had a guy once, want to do an upgrade. He didn't know his own phone number, he was an older gentleman. I looked up his number by his sim. He needed a new phone. (it was dead). He was not an authorized user. I explained to him that he had to be authorized on the account and have id for us to be able to get him a different phone. He wanted to call his son (the account holder). I offered to let him use our phone. (so his son could come down.) Then he wants me to give him the other mobile numbers on the account. I explained to him that I could not give out any info on the account because he is not listed. He started cussing me out.

He freaked out and walked away.

You can't win sometimes. First of all, you should know your own phone number, there is no excuse. Second of all, you don't know any numbers that is fine, but don't blame me when I won't give you information off of the account.

Posted by: britlusion

Me: Thankyou Mr.Customer for your wireless number. And for the security of your account can you also verify the passcode on your account?

Customer: Um I forgot. Can you give me a hint?

Me: I apologize sir but for the SECURITY of your account YOU must verify the passcode.

Exactly what part of security on your account do they not understand? Sheesh.

"Mr. Robber, you want to rob my house? Here, let me give you a hint to where I leave my keys."

Posted by: cingtd

Quote:

Originally Posted by britlusion

Me: Thankyou Mr.Customer for your wireless number. And for the security of your account can you also verify the passcode on your account?

Customer: Um I forgot. Can you give me a hint?

Me: I apologize sir but for the SECURITY of your account YOU must verify the passcode.

Exactly what part of security on your account do they not understand? Sheesh.

"Mr. Robber, you want to rob my house? Here, let me give you a hint to where I leave my keys."

With some customers, logic goes right out the window. Lights are on but nobody is home. If someone accessed their account without their permission, they would be the first to call in screaming and asking who accessed their account.

On the flip side, I have had customers thank me for asking them for their account pass code.

Posted by: Mobile__Man

Quote:

Originally Posted by geoffcoplt

Off-topic: I whole heartedly agree that the U.S. educational system is not what it once was. On a daily basis, I wonder how people survive when I witness such things as employees unable to make change, people unable to add/subtract in their head and other assorted menial tasks.

I went to Speedway a couple days ago and paid cash inside. Well, the change dispenser was broken and the clerk had to call a manager to fix it rather then count out the 57 cents I was owed. My total was 52.43 and i handed him 3 20s, he was amazed when as he was counting out the change (slowly and deliberately) I told him it's $7.57 that is owed back to me. He looked all confused and amazed at the same time as if I was some sort of wizard who had just made his coworker vanish.

Our public education system is dead.

Posted by: NukuCamui

Off-topic: holadude, I wholeheartedly agree. I often wonder the same thing when I hear how people my age don't know how to use a phone (I'm 26) let alone a computer. These were things I was taught in HS. Many of them cannot pronounce words properly, and a lot of them are simple, daily words. I didn't graduate high in my class either (partly my fault. I found HS boring and didnt put forth effort) but I am glad I did graduate. Kids these days cannot do simple math, they cannot speak properly, and their spelling is atrocious. I can't tell you how many times a day I hear reps say "So, you ain't got no phone service?" One time, a customer corrected the rep everytime she made a mistake speaking. It was lovely.

As for on topic, I personally think we need a way for customers to provide us with verifying info without using their SSN. Like, a system generated pin or something. Every day we are told to not give out that information, and customer's just want to be cautious of who they are giving their SSN to, thats why there is such a problem with them giving it to us, cause they think we're going to go out and steal their identity.

Posted by: cs7213

Do people who come into your stores not know how to pronounce Ericsson? I am constantly hearing "Err-ek-sun" and it makes me cringe!

Posted by: britlusion

omg customers are always messing up the name of the Sony Ericsson.

Sony Excursion
Sony Erickerson
Sony Exxon
Sony Erisson

Posted by: Butthead007

Ok, I dont work for at&t but.....

Customer calls in. "I am trying to pair my phone with my car bluetooth."

"ok, is your system in pairing mode? is bluetooth enabled on your phone?"

"what is pairing mode? I am trying to sync my phone with my car. I should just push a button and use it."

"Ok sir, what does your manual say to put your handsfree bluetooth in pairing mode on your car?"

"Manual? Why do I need to read the manual? I am cancelling my account."

Sigh

Posted by: cellguy030

havent had one of these in awhile...

c: my lcd stopped working
me: (seeing large teeth marks on phone) well ma'am, it appears your phone has been chewed on by your dog, his slobber probly got in the phone and is affecting the screen
c: he did that months ago, it just stopped working today!
me: (explains corrosion over time and that warranty wont cover it)
c: THATS CRAP, IVE HAD IT WITH YOU GUYS!!! (walks out)
me: (under my breath) yep, sure is.

Posted by: neodamonkey

Quote:

Originally Posted by cs7213

Do people who come into your stores not know how to pronounce Ericsson? I am constantly hearing "Err-ek-sun" and it makes me cringe!

Umm how about Nokia?

Noklia? I get that all the time! OMG it is a major brand name.

Oh yeah and now in cor stores you have to be on the account as an authorized user for us to service the accout or give our any info at all. And people want to fight with me all the time on as to why they should be able to access it as they were able to in the past.
Me: Well it is a new FCC LAW that requires us to do this.
C: Well thats just crap ok how about the last 4 digits of the ss.
Me: Im sorry but the LAw requires a phot id and your name to be on the account.
C: I dont understand I was just able to do the upgrade a few months ago with the ss.

Umm yeah and several years ago I was allowed to drive 70mph on the highway in Texas BUT now the LAw changed and its 65. THey do that you know, change laws?

Posted by: smg1976

Anytime they start to argue about being an authorized user on the account, or they pay the bill, or whatever other reason why they should be listed on the account, just swing the monitor around and show them in plain English the part that says "Authorized users-NONE". I always tell people, I can't get past this screen on your account if the name doesn't match yours on your photo ID.

There's a few things you don't need to get photo ID on, such as paying the bill (just don't give 'em the balance-ask how much they're paying), buying an accessory, or selling a PIN for a GoPhone. Just make sure the note the account.

Posted by: holaDude

Quote:

Originally Posted by neodamonkey

Umm yeah and several years ago I was allowed to drive 70mph on the highway in Texas BUT now the LAw changed and its 65. THey do that you know, change laws?

Not that I have been out in the area, but there are some places in far deserted west TX that have 80 mph speed limits.

http://www.houstonfreeways.com/mode...west_texas.aspx

Quote:

Originally Posted by classylady78

If they cannot call their husband/wife, how are they calling you? I would not be able to resist asking.

Sorry, it is not that she couldn't call him, but that she could not reach him.

I actually had an agent call in the other day saying that she could verify the women's id, but that she was not able to verify the ssn on the account and asked if I could make changes to the account for her. I'm like, "Well no, you already told me that she was not able to verify the account. It doesn't matter that you can see her id. If she cannot verify the ssn on the account, I cannot assist her."

Needless to say that the agent wasn't happy, but policy is policy. Agents need to verify the account just like any other customer.

Posted by: TigerKid86

Okay customer walks into store extremely mad. In very loud tone she informs me that a rep in my location has messed up her contract. She says that she when signed her contract she was suppose to have early nights/wknds. Being the salesperson I am, I'm thinking about to get a feature. Well as I'm informing the customer that I cannot credit accts, I noticed the feature had already been added that day. So as she is going on and on about how it's the store's fault that she went over minutes, I start reviewing her acct. First I notice that she has had service for almost a year. Second she has paying over a $150 in overages each month. Third, she had already called customer care earlier that day and was denied a credit. I informed her that it is not likely that she will receive a credit for the overages due to the length of time. Her rebuttal is that it's not her fault she did not have time to review her bills because she had two jobs. I once again informed her I could not have the authority to credit accts and could not credit her acct if I did. After giving me a few choice words, she walks to the courtesy phone to talk to customer care again. And once again she was denied a credit.

Posted by: kerrikins

I love it when somehow it's -our- fault that they didn't read their bill. It's right in their contract that they have 60 days to dispute it, otherwise it's considered valid! If it's clear rep error (feature being lost in a rate plan change, that sort of thing), then we'll assist no matter how much time has passed... But if it's just a matter of you not noticing that you were paying $4.99 a month for insurance? Really not our fault.

As for the authorised user thing... These are probably the very same people who would call in and complain loud and long if their son or daughter upgraded without their consent in the store. *facepalms* People just don't like hearing that something that's inconveniencing them for the moment is for their PROTECTION.

Posted by: ATnt-RSC

Quote:

Originally Posted by kerrikins

I love it when somehow it's -our- fault that they didn't read their bill. It's right in their contract that they have 60 days to dispute it, otherwise it's considered valid!

According to the Terms of Service on the website, they have 100 days to dispute.

Unless, they give web customers a better contract than the other channels.

(wouldn't be shocked)

Posted by: britlusion

I had a lady call in yesterday who disputed her airtime usage on her account.

She's been going over for months. She was adamant that she NEVER uses more than 500 minutes a month. She has 1000 daytime mins to use.

In reality she was using almost 1100 minutes.

I ask if she was looking at her bill that shows the usage. She says she never looks at her bill. She uses *646# and it goes by that!

OMG! Are you freaking kidding me? She's been getting airtime credits about every other month and wants more from me, without a rerate and refused to increase her rate plan. AND someone threw 100 bonus minutes on her line.

Needless to say she got squat from me.

Posted by: holaDude

Quote:

Originally Posted by britlusion

I had a lady call in yesterday who disputed her airtime usage on her account.

She's been going over for months. She was adamant that she NEVER uses more than 500 minutes a month. She has 1000 daytime mins to use.

In reality she was using almost 1100 minutes.

I ask if she was looking at her bill that shows the usage. She says she never looks at her bill. She uses *646# and it goes by that!

I get those calls as well. I hate not giving in, but only because it affects my repeat calls. I've seen people call in 5 or 6 times until someone will just give them what they want.

The good thing is now that in my call center, we can send the information to our managers about the account and what the customer is doing and then the manager sends that information into another department for review.

Posted by: cingman66

Just took a phone call from a customer that ordered two Nokia 6085's off the internet. One doesn't work--microphone cuts in and out. He wanted to know if I could exchange it in store for him. After L-ing OL, I informed him that he would have to call back in and get them to exchange it. I asked why he didn't just go to a store for his 2 upgrades. He said because he knew we wouldn't give him 2 free phones. I told him you get what you pay for. He then said that the phones were fine, just one didn't work...that the rep said they were the latest Nokia flip phones. He was none too happy when I informed him that the 6085 is over a year old and pretty much discontinued in our market, and the fact that one didn't work should be an indication of what "free" gets you.

So just another lost sale/unhappy customer due to internet sales...

Posted by: sowire

This is the BEST one EVER!!!
This older gentleman comes in... (50 to 60ish) and he says he wants to exchange his phone but he doesn't want to pay for it... (I'm getting really confused by this). So I say... "Have you had the phone for less than a year?" and he says he's had it 3 yrs. So then I say, "Well we can upgrade your phone for you here," and he says that he doesn't want to resign his contract... so then I'm really starting to get lost. So I say.. "Well, the only option I know of is you can buy a phone outright.." He then replies with "No, that's not what everyone else has been telling me so I guess I must be too old!" WHAT IN THE HECK?! So then he storms out the door, but not before turning around to give us a (he's seriously being nice here) "have a nice day!" WHAT? Are you KIDDING me?! I just HAD to share. My coworker was like "So you want us to give you a phone? For doing nothing?" (He said this after the customer was gone but it was pretty much like... something michael scott would do. hahaha)

Posted by: FormerRuling

All my experiences are second hand now lol, but this had the whole center on the floor laughing. (it was at night)

Rep confirmed everything was activated, Did a test call, Then the customer says somethings wrong with the reception of the phone - it isn't working....Rep is stunned and says something like "Sir...I just did a test call and you answered fine, I could hear you and you could hear me.." and the guy started arguing with him (you could hear it if you were close!) and claimed the rep didn't just call the phone... he even said "well what did I say then?" and the rep goes "well, you answered and said 'Hello'", anyway he makes him do ANOTHER test call, and they talk on the actual phone for 3-4 minutes confirming that they can hear each other fine then the rep tells him to disconnect that line to not waste his minutes...and the customer doesn't understand why it would use his minutes??? and hangs up....

Posted by: sowire

Does anyone else have this problem - customers coming in with the 580 and saying "uh.. it says insert sim.. but the sim is in it..." *Then, when you remove the battery you see that the customer never pushed the sim card alllll the way in (as in, until it "clicks" in place) and they look at you like you're a genius when you fix it... and then, they go outside to where they think you can't see them and inspect it like you couldn't have possibly fixed it and they couldn't have possibly been THAT dumb... newsflash... you really are that stupid. LMAO

Posted by: funky_kracka

I am an avid reader of the ATT howardforum thread. I work for ATT cor store and i HAVE to contribute a stupid customer action today. Cust comes in with an Scla-500 bluetooth headset. This headset looks old as hell, i am sure we never sold this crap in our store and she gets upset because i do not have parts for the headset! I then proceed to tell her to check online, and she replies "how do i get online?" The look on my face had to be priceless.

Posted by: britlusion

Had a lovely woman call into cust care today wanting to know how she can take 3 of the 4 mobiles off her friends account and put them in her name.

I told her that in order to start the TOS process we will first need to speak with the account holder to get the permission...she immediately cuts me off and starting yelling... "OH NO I DO NOT!!"

Um excuse me ma'am but yes we do need to get account holder permission.