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: DonATcentral

Quote:

Originally Posted by NJJ

That was probably the point at which he realized his phone is with Verizon.

Or checked his pockets on the way in and realized he didn't even bring his phone, I've seen that happen a few times.

Posted by: socosurf4

Quote:

Originally Posted by TigerKid86

Cust: How do I get the ringtones off my sim card?
Me: I'm sorry but the sim does not hold music.
Cust: Yes is does cause I put it on there.
Me: Do you mean a memory card?
Cust: NO! Do you know what a sim card is?! <<Removes back from phone to show me the sim>>
Me: Ma'am, I know what sim card is.....
Cust: My SLVR doesn't use memory cards!! Do you know how to do your job?!
Me: Ma'am the SLVR as well as your Curve uses memory cards.
Cust: I'm calling customer service because it's obvious you don't know anything!!!
Me: Uhm...ok? Have a nice day

IS USING A SLVR!!! LOLZORS!!!!111!

Posted by: socosurf4

customer comes in saying people are calling her and they are getting voicemail right away.

i bring teh customer over to one of our instore phones and the conversation proceeds:

me: ok I am going to call you now and see what happens
cust: ok , sounds great!
*dialing....customers phone is ringing*
*customer proceeds to answer phone and gives me the 'wait a second' finger gesture*
cust: Hello? Who is this!?
*at this point im laughing*
me: ma'am its dave, the rep that is helping you
cust: what? dave? where? what is giong on
*i walk over to the customer, ma'am you're talking to me*

yeahhh
that happens.

Posted by: TigerKid86

Customer asks me can customers with the 2G iPhone upgrade to the 3G. I tell her yes and give her the price. She then proceeds to make the following statement:

"Why do I have to pay for it?! I paid all this money for the first one and the new one is cheaper and better! That doesn't make any sense!"

Posted by: SPARADISO8116

Quote:

Originally Posted by TigerKid86

Customer asks me can customers with the 2G iPhone upgrade to the 3G. I tell her yes and give her the price. She then proceeds to make the following statement:

"Why do I have to pay for it?! I paid all this money for the first one and the new one is cheaper and better! That doesn't make any sense!"

Customers are so funny aren't they? People really can not be this stupid.

Sal

Posted by: neodamonkey

Had a guy come in this morning with a Samsung Sync (which I have had 3 in this moring and seeing a lot of problems with them lately) and need a new battery. We dont have any in stock and he was out of warranty so I told him to try and order one off the internet. He said that he didnt "do good with the internets" and he would go to radio shack to order one. He then proceed to say that he didnt trust the internet espically after the Oprah show yesterday. I was going to let the comment go knowing that it would get strange but the new girl ask oh yeah what was it.

Oh man the halarity that insued...... He started talking about on the show yesterday about how a guy was lured into pron on the internet at 13 and maybe something about him making some too. I could even continue to listen to him as I hid behind my computer screen as he continued to talk about pron on the internets. The only thing I could think to say was that they also sell batteries on the internet as well. LOL!!!

Posted by: kuroxkitsuneX3

Quote:

Originally Posted by cingman66

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?

Do you work in the Boston Area? ._.

These stories are hilarious by the way. I remember I was in an authorized dealer store to ask a question and afterwards the guy got a call by a customer who thought that the store was an att store because of cs (and he mentioned that cs does this all the time). I felt so bad for him.

As for the whole customer contract confusions I think it both party's fault. The seller's because they don't make sure that the customer understand what their signing, and the customer's for not wanting to admit that they don't understand something.

This and the previous thread are highly entertaining though. XD

Posted by: cingman66

Quote:

Originally Posted by kuroxkitsuneX3

What gave me away?

Customer's only hear some of what we say to them (we hit them with so much information-I can't blame them), so that is why there is a CSS handed to them. It states, in writing, what all the terms and conditions are, including the part about the 2-year contract and activation/upgrade fee. Plus, they have to make an activation call from the store which tells them verbally about both of those items. So that is three ways they are told about contracts and fees...what they choose to retain is out of our control.

Funny story about the "boston" area. Anyone ever get a customer from Fall River? When you ask them their number, they always say it in a weird format...they say xxx-xx-xx-xxx, instead of the traditional xxx-xxx-xxxx format. Bizarre, but true.

Posted by: kuroxkitsuneX3

The 617 part lol.

And let's face it, not many people read contracts/forms anyways. u_u''

Posted by: griff0657

Me: "Do you know which phone you would like to get?"
Customer: "Yes, I like the LG Shine."
Me: "Ok, that will cost you $124.99 today in the store before taxes."
Customer: "Ok."
Me: *processes upgrade and rings everything out*
Me: "Ok your total today will be $130.64"
Customer: "Uhhh... but I don't have any money on me right now. Aren't upgrades free???"

Posted by: TigerKid86

Quote:

Originally Posted by griff0657

Me: "Do you know which phone you would like to get?"
Customer: "Yes, I like the LG Shine."
Me: "Ok, that will cost you $124.99 today in the store before taxes."
Customer: "Ok."
Me: *processes upgrade and rings everything out*
Me: "Ok your total today will be $130.64"
Customer: "Uhhh... but I don't have any money on me right now. Aren't upgrades free???"

LOL just as bad as "I thought you were billing it to my account?"

Posted by: OffTheHorseCEO

Quote:

Originally Posted by cingman66

What gave me away?

maybe they are from other places...?

in mex the format is
xx-xx-xx

Posted by: cac67

Two good calls today:

First customer called in today about her final bill. I explained the charges on it, then she asked me to waive her etf because of her loyalty. I explained to her that loyalty means not porting her numbers over to verizon and cancelling her service, and explained that what she had done was the opposite of loyalty. Her response? "I guess you guys don't care if I never come back, then." Of course, I jumped right on that and told her that she could port back in and we'd waive the etf and put her right back the way it was when she ported out. She cant do that, though. She'd get an etf from verizon.

I couldn't argue with her version of logic.

Second caller was transferred in from sales. It appears that his cousin jimmy used to be a lineman for att and told him he could get service without a phone number. The telesales rep was stupid because she couldnt figure out how to do it. I'm apparently stupid, too, because I just kept telling him you cant activate a cell phone without getting a cell phone number. I asked him why he didn't want a number and it was because people would call him and wake him up if he had a number. Turning it off while sleeping wasn't acceptable, because he might wake up and need to make a call.

Posted by: SPARADISO8116

Wow! ! ! Some of this just goes to show you how freakin dumb the public is.

Sal

Posted by: cellguy030

Turning it off while sleeping wasn't acceptable, because he might wake up and need to make a call.

[/QUOTE]

becase turning it back on would take too long. wow, when you thought youve heard it all....

SO i work in a store that only puts out dummy phones since our customers like to break and steal stuff. anyway.... they like to break our dummy phones too. i dont think its on purpose, i think people are really stupid. we finally figured out that it was mostly the slide phones that were getting trashed so the manager decided to put up little tags on the slider phones that says "I SLIDE!" SINCE then i am absolutely certain that people are stupid because i have heard at least 3 people in the last week ask "how much is the I SLIDE phone?" the first time i heard it i actually busted out laughing!!

Posted by: sowire

Quote:

Originally Posted by Bob859

That is true. I sometimes ask sales reps if they have heard of Page Plus. I have yet to meet one that has. I also ask if they have heard of Howard Forums. Some say they have, but none have ever said that they have been there.

.

Sorry to sound stupid but what is Page Plus? can you direct me there? i haven't heard of that one yet - :/

Posted by: NukuCamui

Cutomer called in and was mad that he had to pay $18.00 to upgrade his phone. He kept saying "All I want to do is replace my phone! I'm not getting an upgrade!"

At the end of the call, he took the insurance option for $50.00...

Posted by: dshosu

Heard this one the other day from an elderly couple:

"Does the phone have to be on to make a call?"

Posted by: FormerRuling

I get a case...Wireline number porting in...We have been given an order confirmation for the line to release to us in 4 days..Ok. We have policy set up where we call the customer and tell them this date then tell them (and note the account in BIG LETTERS) to not mess with it until that date or things get screwed up. No sooner than we told him that he called his wireline carrier and put in a disconnect order on the line...His phone shuts off and they revoke the confirmation.

How happy was he when I told him he'd have to reconnect with them and start the process totally over - most likely taking another week? Oh Well, He'll listen next time...

But as you begin to work more internally instead of with customers you come to find out that the people servicing these customers are not the brightest bunch either... But I won't even touch on that tonight.

Posted by: BrantC

Customer comes in with a V3 and his keypad is frozen up. He's out of warranty not eligible for upgrade etc so I give him roughly 27 1/2 options all at little or no cost. His face turns blood red.... and then he opens his freakin mouth.

"This phone almost cost me my life today..... I was on a sinking ship and was unable to call the coast guard"

Now lets break this down a bit:
1)We are in the middle of podunk pennsyltucky, about 220 miles away from anything that resembles something the coast guard patrols. The closest body of water is the susquehanna river and im pretty sure their is no river division of the coast guard.

2) I'm pretty sure if you almost lost your life, your agenda will not include ice cream, a movie, and getting a new cell phone.

3) Wouldn't you think he might try a cb radio or getting off the sinking vessel and say f the phone? Also since when do you go boating without a flippin life vest....

Sweet baby jesus people can be silly

Posted by: liquidfiretibby

Quote:

Originally Posted by BrantC

Customer comes in with a V3 and his keypad is frozen up. He's out of warranty not eligible for upgrade etc so I give him roughly 27 1/2 options all at little or no cost. His face turns blood red.... and then he opens his freakin mouth.

"This phone almost cost me my life today..... I was on a sinking ship and was unable to call the coast guard"

Now lets break this down a bit:
1)We are in the middle of podunk pennsyltucky, about 220 miles away from anything that resembles something the coast guard patrols. The closest body of water is the susquehanna river and im pretty sure their is no river division of the coast guard.

2) I'm pretty sure if you almost lost your life, your agenda will not include ice cream, a movie, and getting a new cell phone.

3) Wouldn't you think he might try a cb radio or getting off the sinking vessel and say f the phone? Also since when do you go boating without a flippin life vest....

Sweet baby jesus people can be silly

where in pa are you located?? i'm practiacally right beside the good ol susqy.
sometimes the things they say are just sooo out there, you have to ask them if they seriously think you will believe them

Posted by: scoloni87

My favorite Customers (if you can call them that) are the ones that will steal our dummy phones, then a few days later come in asking to have their cust owned phone activated. I laugh every time because i tell them to open the the back for me and they spend about 10 minutes wondering whats wrong with it!!!

Posted by: BrantC

Im from the Selinsgrove area in the susquehanna valley mall

Posted by: NJJ

Sweet, sweet KARMA!

Customer comes in and grumpily responds to "how may I help you?" with "I need a new phone."

"OK," I reply, "are you looking to upgrade today?"

"What do you mean, 'upgrade'?"

"An upgrade is when you --"

"I know what an upgrade is!"

At this point, my colleague performs a quick upgrade eligibility check. Sure enough, because the moron/bunghole has a past due balance, he's not eligible. But he still wants to look at phones. Free phones. But of course, he doesn't like the 2610 and is more interested in our newer offerings. My associate explains the pricing on those phones, and the customer remains very combative, saying things like, "heh, they'll get you any way they can."

At this point, unbeknownst to the customer, a fierce rain begins to fall. I look outside and notice that the driver-side window on the customer's truck is completely open. A wind is blowing, causing the rain to fall directly into the open window.

I watch in silent amusement for a good five minutes before the customer realizes it's raining and his truck is wet.

Posted by: OffTheHorseCEO

that was just MEAN

id rather get a grumpy reply than none at all. i sometimes repeat myself a bit louder when i get no response.

that is just rude to me. tell me to f* off when i greet you. punch me in the face. kick me in the nuts. but ACKNOWLEDGE ME!!!

Posted by: NJJ

^ Heh. Not mean at all. The guy is a real piece of work. He was combative the whole time that he was in here. And then, a couple hours later, he returned while I was checking upgrade eligibility for another customer. He walked right up to my station, leaned over the counter to look at my computer, and asked, "what are you doing, playing cards?"

Posted by: badtripssuck

Last week I had a customer call in to dispute an 800 dollar bill because he had navigator and pay per use on his account. I was like wtf. Looked at the notes and it was well noted that the service rep told him that he should have the unlimited plan and he was told that he would still have data charges with the navigator free trial even though the first thirty days was free and if he used it frequently that it would run him well more than 30 bucks.
Transferred to sb uec since I'm in ANS and don't deal with credits or bills. Good luck with that stubborn dude who doesn't listen.

Also I have at least one Blackberry call a day that the customer unplugs their usb while updating their blackberry and pulls the battery out because they change their mind in the middle of an update on the phone.

Posted by: kristin1208

Yesterday I had a customer come in and he said he wanted to change his # .. I told him about the $36 fee to change and he told me he didn't have service yet. So I started going over the rate plans and features then started talking about phones. He said he wanted to use a phone that he had and showed me a nextel phone, i then told him he needs an att phone. he tells me he doesn't need a plan and that all he wants to do is change his # that he has service with nextel already and doesn't see why he needs a new plan. i explained that he needed to go to a sprint/nextel store to do that or to call into cs. he starts yelling saying thats why he's here at the store now. i tell him that it's an att store and i cant do anything. He then starts yelling saying were all the same and it shouldn't matter where he goes...

the guy was probably in his 30s but seemed out of it...

Posted by: Bob859

Quote:

Originally Posted by kristin1208

Yesterday I had a customer come in and he said he wanted to change his # .. I told him about the $36 fee to change and he told me he didn't have service yet. So I started going over the rate plans and features then started talking about phones. He said he wanted to use a phone that he had and showed me a nextel phone, i then told him he needs an att phone. he tells me he doesn't need a plan and that all he wants to do is change his # that he has service with nextel already and doesn't see why he needs a new plan. i explained that he needed to go to a sprint/nextel store to do that or to call into cs. he starts yelling saying thats why he's here at the store now. i tell him that it's an att store and i cant do anything. He then starts yelling saying were all the same and it shouldn't matter where he goes...

the guy was probably in his 30s but seemed out of it...

That guy sounds downright dangerous.

.

Posted by: krisguy

Quote:

Originally Posted by NJJ

^ Heh. Not mean at all. The guy is a real piece of work. He was combative the whole time that he was in here. And then, a couple hours later, he returned while I was checking upgrade eligibility for another customer. He walked right up to my station, leaned over the counter to look at my computer, and asked, "what are you doing, playing cards?"

If that was my store, he'd be gone. No questions asked. There is no reason anyone looks at the computer with another customer's info on the screen.

Posted by: rocktherey

Posted by: mstymndy

Quote:

Originally Posted by kristin1208

...haha..that's awesome.. I don't even know I'd handle that guy.. rofl

Posted by: NJJ

Here's a quick one... customer withdrew cash from the ATM in order to pay his bill through TIO!

(For the uninitiated: TIO charges $5, plus the ATM charges another $2 in addition to whatever his bank charges. Meanwhile, he could have had us make a card payment through POS for free.)

Posted by: Malibu21

In California we have to charge tax on the retail price, (which is preconfigured by the state 18% above cost) so even though the phone is 119.99 the tax is on our retail of 269.99

So this lady buys the sunnny errison(pun intended) W580i, we ring it up and she says she thought it was 120 no tax and asks why it comes up to 140 something, we respond the tax rate is different as required by law. she continues to argue that we're charging the wrong tax. She thought we were trying to pocket $20, so we keep arguing back and forth and finally my coworker pays $20 out of his pocket. I told him I would have let her walk, 1 upgrade is not worth coming out your pocket $20. then she comes back and trys to argue with us about the battery cover not fitting properly, when in actuallity, it was the best fit I've ever seen on a w580i, I couldn't believe my ears.

Oh and that same day this guy walks up and basically says he wants a free phone no contract. then I practically laughed at him after giving him options on a new phone, and he says he's entitled to a freebie because of customer loyalty.

THE NERVE of some people.

Posted by: cingtd

Quote:

Originally Posted by Malibu21

Oh and that same day this guy walks up and basically says he wants a free phone no contract. then I practically laughed at him after giving him options on a new phone, and he says he's entitled to a freebie because of customer loyalty.

Unfortunately it is the fault of cellular companies for programming this idea in customer's minds over the past several years. It takes time to uninstall that notion.

Posted by: Malibu21

Quote:

Originally Posted by cingtd

Unfortunately it is the fault of cellular companies for programming this idea in customer's minds over the past several years. It takes time to uninstall that notion.

yeah i know that and its weak that we have to deal with it but read jp whoregans sig im using that to close the cheapies

Posted by: mstymndy

Quote:

Originally Posted by Malibu21

In California we have to charge tax on the retail price, (which is preconfigured by the state 18% above cost) so even though the phone is 119.99 the tax is on our retail of 269.99

So this lady buys the sunnny errison(pun intended) W580i, we ring it up and she says she thought it was 120 no tax and asks why it comes up to 140 something, we respond the tax rate is different as required by law. she continues to argue that we're charging the wrong tax. She thought we were trying to pocket $20, so we keep arguing back and forth and finally my coworker pays $20 out of his pocket. I told him I would have let her walk, 1 upgrade is not worth coming out your pocket $20. then she comes back and trys to argue with us about the battery cover not fitting properly, when in actuallity, it was the best fit I've ever seen on a w580i, I couldn't believe my ears.

Oh and that same day this guy walks up and basically says he wants a free phone no contract. then I practically laughed at him after giving him options on a new phone, and he says he's entitled to a freebie because of customer loyalty.

THE NERVE of some people.

...ok he paid 20 bucks out of his pocket?? That's just rediculous..I would have let them walk as well...if that weren't an option then I would have taken 20 off the price of the phone.. no customer is taking money out of my pocket unless it's through deacts. pfft.

Posted by: CkZX2

so I don't work for AT&T, but had an interesting interaction with an at&t customer with a broken HTC something (looked like a PPC-6800, but obviously isn't). Wanted a new phone, explained how to switch carriers, cost of activation and the cost of the phone. Well he insisted since he was a long time customer his phone should be free, and was upset that he'd have to change his plan, and the activation fee. Said I was sorry, but thats the way it was (not in such blunt terms). He got more upset, said he was going to cancel and go to Verizon. Just said "Okay, have a good afternoon." Other carrier's logos on my shirt, all around the place, on the phones, on the brochures not withstanding....

Posted by: cousinpaperclip

A man calls, with 5 lines on a family talk plan. Wants to upgrade all his phones, which amazingly, I find all are eligible. He's on the AT&T website and he tells me, "Young lady, I'm looking at the page right now and it says, "FREE PHONES" I say, yes sir, but not all the phones available are free. Some require a mail-in rebate, some are significantly discounted but still not free. He says, "Let me talk to someone who knows what they're talking about".

Dumbest customer of the month wasn't one of mine. But another CSR in the center when the customer asked her how to spell AT&T.

<by the way, new member but long time lurker here>

Lady calls because she purchased a Blackberry 3 months ago and she hates it. Hates the data plans we force her to pay for and hates all the buttons. Just hates the phone. Wants to go back to her Razor phone but she's lost it and needs to buy a new one. I tell her the no commitment price I find in system X since she upgraded to the Blackberry 3 months ago. She has a fit. Says, I'm looking at amazon.com right now and I see a Razor for 29.99. I said, look at the fine print under that price. She quietly reads, "new activations only and 2 year contract with AT&T required" She hangs up.

Posted by: badtripssuck

I am in ANS. I just thought of another one. I get many customers on data devices asking me what forward slashes are. Also I get a bunch of dumb asses who lie to me when I ask if they are on their device because I guess they think I am going to tell them to call back. They say no and I say ok pop your battery out and they are like "I all ready did that" well **** this time I'm going to do some crap on my end "ok its out" <cancel reg> <click> haha well you gotta call back now fibber.

Posted by: mstymndy

Had a lady the other day who bought a sam 437 for her husband back in May. She came in and told me she wanted to return the phone and she was told about the return policy but it didn't matter because she wasn't using the phone so she should be able to take it back. I explained the return policy and told her I couldn't take it back and was told I was scamming her..lol. So I turned her receipt over and showed her the 30 day return policy.

Had another lady today who was on a 450 min plan but had been using between 850 and 950 minutes for the past 3 months; this was the first month where she didn't have rollover to back her up. I told her all of this and she's like..'I hear what you're saying...but I don't believe you' ...I told her she didn't have to believe me; that she could go home and look at her bill and figure it out for herself. ...she wasn't happy with that..lol. She didn't want to pay 20 extra bucks to double the minutes she had.. so she was like..'how do we solve this' ..I told her '...two ways. You stop talking so much, or you raise your rate plan.'

Luckily she said she'd think about it so I won't get a CFT for my irritation with her.

Posted by: ~~Tito~~

Quote:

Originally Posted by griff0657

LOL, that could have been me if you work in Vegas at the Corp Store on Flamingo and Pecos. My stupid CS action was where I was at the store ready to upgrade and get the phone but my dad didn't want to which I originally thought that was the reason I went to the store in the 1st place

(My mom told me I could. . . lol) so I had to cover my but and lie, then get a free phone which came out to 5 dollars. I went later and exchanged it with my aunt and got the shine.

The look on the dudes face was priceless

.

The store to cause me to use a precious upgrade is pretty long. . . . . . . .(involves iPhone being stolen . . .)

Posted by: cingman66

Another classic customer response to the question "What is your cell number?"--They say "Try...xxx-xxx-xxxx." Really...try?? You THINK this might be your number, but you aren't really sure, so let's try this random set of nine numbers and hope it's right. How about you try to remember your damn phone number and save us all alot of time.

Posted by: ludetypes98

Quote:

Originally Posted by cingman66

Another classic customer response to the question "What is your cell number?"--They say "Try...xxx-xxx-xxxx." Really...try?? You THINK this might be your number, but you aren't really sure, so let's try this random set of nine numbers and hope it's right. How about you try to remember your damn phone number and save us all alot of time.

haha true. another response they give you is "I don't know my number. I don't call myself." I mean how hard is it to remember your own damn number. what if you needed to give it out to someone to reach you. idiots.

Posted by: neodamonkey

Quote:

Originally Posted by ludetypes98

Someone posted on here on time a respose to that saying well you dont send your self mail but you remember your address dont you? LOL. I have wanted to say that soooo many times.

Posted by: SGMD1

Quote:

Originally Posted by mstymndy

she was like..'how do we solve this' ..I told her '...two ways. You stop talking so much, or you raise your rate plan.'

wow that's pretty scumbaggy of you tbh

Posted by: mstymndy

Quote:

Originally Posted by SGMD1

wow that's pretty scumbaggy of you tbh

...not really. Those are her two options. I'm pretty blunt and I don't skirt around the issues. I spent a good 10 minutes before I said that to her listening to her complain about how she didn't believe she went over her minutes and she wanted written documentation proving it and that even though she had to pay 100 dollars in overage charges, 20 dollars was obscene. Honestly? Take it up with Customer Care..I'm at the store to sell phones..not listen to someone b*tch about going over their minutes and telling me that I'm lying to them that they did.

Posted by: mstymndy

Quote:

Originally Posted by ludetypes98

...I love how after this conversation they're like..'can't you just look it up by my name?' ...well we can give it a try..but if your name is John Smith there's a pretty good chance that out of the 60 someodd million other people we have on the network, there may be a FEW John Smiths out there as well...

...and then they get frustrated because it's outlandish to think that someone else might have the name 'john smith'

Posted by: mstymndy

Quote:

Originally Posted by neodamonkey

Someone posted on here on time a respose to that saying well you dont send your self mail but you remember your address dont you? LOL. I have wanted to say that soooo many times.

...if I have a good repor starting off with a customer I joke with them that in kindergarten their teacher teaches them to memorize their name, address and phone number and nothings changed since then.

Posted by: cac67

Quote:

Originally Posted by mstymndy

I usually will just go straight for the full ssn if they don't know their phone number. Most of them know it or can find it. I have had people tell me they'll call back later when they couldn't come up with any way to find their account, and twice I've had customers ask me to call their mother and ask her for the number. Apparently some people don't need to learn their own basic info because their mommy is still taking care of the details for them.

The ones that really get me, though, are the ones who will keep you looking for 5 minutes and tell you repeatedly that their att cell phone acct is in their name and you're an idiot because you can find it, then notice their phone says sprint. Usually that's an abrupt hangup, but once I had this woman want to complain to my manager because I didn't figure out that she was a sprint customer sooner. This after I asked her three times "are you sure you have att service?"

Posted by: thinkpink

I work at an authorized retailer of at&t...

1) The other day a guy came in (60ish) and was talking to my coworker and he has this older LG model phone.. he states that he bought a cable and needs software to go with it .. I asked him where he got it .. and he replies "amazon.com or something like that" He then proceeds to tell me that it didn't come with software and he is basically telling me to find the software for it !! So i politely tell him that he needs to contact amazon.com because its not our fault they didn't give him the software!! He did not like that answer and proceeds to yell that he only has 7 months of service left and he's going to transfer serivce .. OK LIKE I GIVE A **** BUDDY!! GO TAKE YOUR PROBLEM *** TO VERIZON AND PAY MORE!! The customers that i was helping said they almost said something to him because he was being so ****ing rude!!

2) Today I had a lady come in and come up to me and she said, " Hey I found this phone by the old Salvation Army under the palm trees and I want to check up on it" The phone was pretty scratched up, missing a back, and the battery... all it had was the SIM card (stores all your numbers) So I went to the back to try and call "mom" and "home" well the phone didnt work because I couldnt hear anything in the speaker... Well I went back upfront and told that lady that the phone has no battery and the battery is 49.99$ She got all huffy and puffy and I nicely asked for her phone number.. and told her "HEY SOMEONE MIGHT WANT TO CALL YOU AND THANK YOU FOR TURNING THE PHONE IN" She yelled her phone number and said I HAVE TO GO.. I AM RIDING THE BUS!! (She had no money type of person) Mean while .. 2 customers that were in the store when she was telling us about the phone .. came back in to the store saying .. WOW WHAT DID YOU DO TO THAT LADY?? SHE'S OUTSIDE YELLING ABOUT YALL" The dumb ***** expected me to give her the phone back!!!

Posted by: interjack

Quote:

Originally Posted by mstymndy

I hate it when this whole I don't know my number thing happens. I had a lady who called in and asked me to look at her account. I asked for her phone number and she said the last four digits are xxxx and the last four digits of my SSN are xxxx. I told the customer that I couldn't find an acct using that criteria . So I asked for her acct number. She said that she didn't know it. So I asked for her SSN.

She yelled that she wasn't giving that out and that I should find her account using the numbers she gave me. I told her that out of 80mil records, the chances of finding just her were next to none and that I couldn't help her without the PH#, SSN, or ACC#.

She finally gave in but made me swear I wouldn't tell others in the store.

Posted by: cingman66

Quote:

Originally Posted by thinkpink

He did not like that answer and proceeds to yell that he only has 7 months of service left and he's going to transfer serivce .. OK LIKE I GIVE A **** BUDDY!! GO TAKE YOUR PROBLEM *** TO VERIZON AND PAY MORE!!

I love this type of customer...we get them once in a while. They are so smug when they deliver the line "well, maybe I should just change carriers..." Ooohh, please don't do that Mr. Customer...how will I ever sleep tonight knowing we lost a customer. A customer that I have made, and will make, ZERO money on. Like we give a crap if they cancel service or not.

Posted by: Imissmy2160

I had this woman come into the store the other day ........ I think it's safe to say that she was a real " female reproductive organ ". She handed a new hire a 437 with a cracked outside screen display and said it was a malfunction on the companys' part and that we needed to give her a new one. I told her that this was not possible and that a cracked screen is not covered under the warranty. Then the postal worker in her came out. She started yelling and demanding a manager. I told her that my manager was not available but I could get him to give her a call back. She then says that she is going to call the cops if I don't give her another phone. I then told her that I would call the police for her and have her escorted out of the store. She was in total awe that I would actually do that. The ironic part was I just had several officers in the store just a few minutes before she came in. If only she had been in earlier

Posted by: FormerRuling

Guy calls in about 30 mins before our queue closes at night.

Wants to port in some numbers to replace the ones he was assigned at the store when he started service ~20 days before.

Cool. That gets done. He then mentions that in a month or so he will likely buy a new phone (think he said 3g iphone, not sure) and wants to check the eligibility to see what pricing he gets. Obviously given his contract dates and such it comes back not eligible for upgrade pricing. Then...The call gets good. He informs us that a rep in our department told him the day before that without a doubt he'd be eligible for the upgrade pricing! No notes on the account from our department yesterday, and that's a fishy story anyway since our department has nothing at all to do with upgrading or any equipment sales.

As we tried to explain things to him he started acting...funny? He didn't yell and scream like a normal escalating customer would when not getting their way...He remained surprisingly calm in voice but would not shut up about how he was going to take this to the press, and write a blog about us, and all of this. By wouldn't shut up I mean you couldn't get a word in edge wise. After about 40 minutes of this during which time the rep I was assisting was able to get out maybe 5 words (NOT LYING), the manager on duty for the night shift took over the call. Listened to the dude and tried to explain things to him for about 10 more minutes, and finally had to Release the call because it was clear this guy was not going to listen to us.

Posted by: NukuCamui

Quote:

Originally Posted by FormerRuling

Guy calls in about 30 mins before our queue closes at night.

Wants to port in some numbers to replace the ones he was assigned at the store when he started service ~20 days before.

Cool. That gets done. He then mentions that in a month or so he will likely buy a new phone (think he said 3g iphone, not sure) and wants to check the eligibility to see what pricing he gets. Obviously given his contract dates and such it comes back not eligible for upgrade pricing. Then...The call gets good. He informs us that a rep in our department told him the day before that without a doubt he'd be eligible for the upgrade pricing! No notes on the account from our department yesterday, and that's a fishy story anyway since our department has nothing at all to do with upgrading or any equipment sales.

As we tried to explain things to him he started acting...funny? He didn't yell and scream like a normal escalating customer would when not getting their way...He remained surprisingly calm in voice but would not shut up about how he was going to take this to the press, and write a blog about us, and all of this. By wouldn't shut up I mean you couldn't get a word in edge wise. After about 40 minutes of this during which time the rep I was assisting was able to get out maybe 5 words (NOT LYING), the manager on duty for the night shift took over the call. Listened to the dude and tried to explain things to him for about 10 more minutes, and finally had to Release the call because it was clear this guy was not going to listen to us.

He was probably from Howard forums.

Posted by: cac67

Quote:

Originally Posted by NukuCamui

He was probably from Howard forums.

Or consumerist.

Posted by: FormerRuling

But I never end up seeing these articles...I'd LOVE to visit consumerist and find an article had been posted over some call I listened in on or took over lol.

When you tell people their number is not eligible to port, you get all sorts of responses

Posted by: Malibu21

not to thread jack, but what makes a number not eligible to port?

Posted by: cingtd

Quote:

Originally Posted by Malibu21

not to thread jack, but what makes a number not eligible to port?

For example: if you are trying to port a number from a carrier in a particular market that the new carrier does not have a license.

Posted by: badtripssuck

Wirelessly posted (Mozilla/5.0 (Danger hiptop 4.0; U; rv:1.7.12) Gecko/20050920)

Customers phone broke and he bought a crappy one from a yard sale. It was a sprint phone and he would not listen that it would no work with us. He kept thinking we were trying to swindle him out of more money. I told him he didn't have to pay us anything if he could get an unlocked sim phone. After 20 minutes he got mad and said he was going to the store to get them to fix it since I was no help over the phone. Fine if his ******* wants to waste time and gas then whatever.

In other news, I can't believe the girl who sets next to me has got by with telling customers that there problem is an ID 10 T error. None of them have caught on yet.

Posted by: cac67

Quote:

Originally Posted by badtripssuck

In other news, I can't believe the girl who sets next to me has got by with telling customers that there problem is an ID 10 T error. None of them have caught on yet.

QA knows that one. She better not get obbed doing it.

Posted by: FormerRuling

Quote:

Originally Posted by Malibu21

not to thread jack, but what makes a number not eligible to port?

Most common ones, in Order:
1) Wrong Market. People don't think about LOCAL number portability and this is by far the top reason a number shows ineligible, we tell dozens of people a day at least that they would have to set up a new account in the proper market to port.

2) Error in the billing system. Putting this at number two is a little pessimistic I know. The billing systems will show that a number is ineligible even when it is eligible if a previous request did not clear out of the system or if the number did not cancel properly (if a former AT&T/cingular number). This is cleared by a ticket to another group with more access (we used to be able to clear it ourselves..not so much anymore).

3) We don't offer coverage/have licenses for that Rate Center. This is one of the harder ones to swallow for a customer, but it comes up especially in the mid-western states. Telling a customer there is no way to transfer a number and there's nothing we can do about it is hard.

There are a few other reasons that come up too - like the number belonging to a Port-exempt carrier.

/Sorryforreplyingtothreadhijack

Resume with stupid customer remarks!

Posted by: gespurr

PART III

http://www.howardforums.com/showthr...03#post11630703

Posted by: holaDude

Since there is a new thread, http://howardforums.com/showthread.php?t=1426935 , can we go ahead and have this thread locked?

Posted by: CaptShadow

Quote:

Originally Posted by holaDude

Since there is a new thread, http://howardforums.com/showthread.php?t=1426935 , can we go ahead and have this thread locked?

You betcha.