Stupid Customer Action of the Day...

[FooledbyVZW]

New one!

Customer: "Hey, do you have, um...any RAZR cases?"

Me: "Well, I don't have many, but I'll check in the back room to see if I have..."

Him: "Alright, cool....I just wanted to come in and see what they looked like, I know I can get them cheaper online..."

Me: "Actually.....I'm all out."

lol haha thats classic. Some people are just stupid. If he was smart, he shoulda just kept his mouth shut, tried the different cases and say he'll come back later to buy it.

[Dennisjara91]

yeah but people are stupid and dont think things through lol which is why most of these things happen :P

[elgee02]

Had a customer yesterday buying a netbook from another sales rep. The rep spends a good hour on this customer from telling him about the netbook to ringing it up and then activating and setting it up.

Right when the rep finally finishes setting up the netbook and starts to put it back in the box for the customer, the customers goes "Where is the case?" to which the rep replies those are separate. The customers who like I said, already spent over an hour with the rep and paid for the netbook just goes irate and says "Well put this thing back then if you're not going to give me a case".

The rep looks at him with a 'you got to be kidding me right?' look on his face and the rep says "Sir nobody gives you a case with a computer, but we can give you 25% off the case" (he was a VIP cust) and the cust acts utterly appalled we wont give him a case and asks for a manager.

So manager comes out and is informed of our unforgivable and heinous crime in not giving away accessories with our products, and our manager still says "Sir we just sold 2 netbooks earlier today, both those customers paid full price for their cases too. Is it really fair to them that we just give accessories away the second a customer throws a fit in our store? Now 25% is a good price, and that's the best we're going to do"

Cust surprisingly calms down a little bit but still upset says "Well maybe I should look around first, I am sure I can find a good deal somewhere else" to which our manager says "Sir, in all honesty where in northern Arizona are you gonna find a good quality HP netbook with our network coverage AND a case for $200?". Cust thinks about it for a minute and grumbles and says "Fine I'll take the case even though I don't think it's a fair price".

Long story short, we called his bluff and it worked. The rep helping him was perfectly willing to let him walk too, cause like me we find that kind of behavior appalling when customers act like spoiled children.

[reddragonprodz]

Had a customer yesterday buying a netbook from another sales rep. The rep spends a good hour on this customer from telling him about the netbook to ringing it up and then activating and setting it up.

Right when the rep finally finishes setting up the netbook and starts to put it back in the box for the customer, the customers goes "Where is the case?" to which the rep replies those are separate. The customers who like I said, already spent over an hour with the rep and paid for the netbook just goes irate and says "Well put this thing back then if you're not going to give me a case".

The rep looks at him with a 'you got to be kidding me right?' look on his face and the rep says "Sir nobody gives you a case with a computer, but we can give you 25% off the case" (he was a VIP cust) and the cust acts utterly appalled we wont give him a case and asks for a manager.

So manager comes out and is informed of our unforgivable and heinous crime in not giving away accessories with our products, and our manager still says "Sir we just sold 2 netbooks earlier today, both those customers paid full price for their cases too. Is it really fair to them that we just give accessories away the second a customer throws a fit in our store? Now 25% is a good price, and that's the best we're going to do"

Cust surprisingly calms down a little bit but still upset says "Well maybe I should look around first, I am sure I can find a good deal somewhere else" to which our manager says "Sir, in all honesty where in northern Arizona are you gonna find a good quality HP netbook with our network coverage AND a case for $200?". Cust thinks about it for a minute and grumbles and says "Fine I'll take the case even though I don't think it's a fair price".

Long story short, we called his bluff and it worked. The rep helping him was perfectly willing to let him walk too, cause like me we find that kind of behavior appalling when customers act like spoiled children.

Guess what in 28 days the customer will come back and return it. Never fails.

[RedHeadTwink]

Guess what in 28 days the customer will come back and return it. Never fails.

Not only that, I have 3 Netbooks all of them purchased came WITH the case in box, 2 are ASUS, 1 is an HP, which is nearly identical to the ones the Verizon Stores are selling.

[vzwmgrguy]

lol I've posted some brash, non-tactful comments in the main forum that might make some regular folk disagree with you, Mr. SCTelephoneMan I know I tend to come off as a bit of an ******* around HoFo; it's not the way I am in my store, any of my customers will tell you that. This is the place where I feel I can be "frank" with customers and my fellow cellphone workers alike. Unlike alot of indirects, I do NOT pretend to be a corporate store. Some agents try to hide behind the Verizon logo, and I will never understand that. If you hide behind the VZW logo, the customer will not identify the experience with YOUR store, they will simply go to the next store they see on the road. That's not a good habit to breed as an indirect. I want my customers coming back to ME. That's why I match VZW's return policy, for instance, so long-term customers are not blind-sided with policies they're not used to.

I'll be the first to admit...there are some pretty shady and crappy indirects out there. And here comes a cheap plug: Agents don't just "get" the logo "Premium Retailer"; if an agent is a Premium Retailer, they have been allowed to let the 'Verizon Wireless' logo be the biggest part of their sign. In return, they have also agreed to abide by VZW policies, procedures, and training regimens. If you're gonna shop indirect, I suggest looking for a fellow Prem Retailer for these reasons; this way, you can be more assured that VZW policy is being adhered to.

i know a lot of premium retailers that do not go out of their way to abide by vzw policies/training. premium retailer means nothing especially since many of the indirects that open up in my region open up AS premium...they do not earn it.

[_KC_]

i know a lot of premium retailers that do not go out of their way to abide by vzw policies/training. premium retailer means nothing especially since many of the indirects that open up in my region open up AS premium...they do not earn it.

Will second that. My competition in town, who shall remain nameless, is a Premium Retailer. I wouldn't buy an accessory from those guys. They are as shady as they come.

[dtropnevad05]

I've returned black docker like pants with a hole in the thigh and cuts where they go over shoes. Then bought the same pants new! Go walmart

So you guys are all for ripping off everyone else just don't let anyone do it to you right?

[silver6054]

Had a customer yesterday buying a netbook from another sales rep. The rep spends a good hour on this customer from telling him about the netbook to ringing it up and then activating and setting it up.

Right when the rep finally finishes setting up the netbook and starts to put it back in the box for the customer, the customers goes "Where is the case?" to which the rep replies those are separate. The customers who like I said, already spent over an hour with the rep and paid for the netbook just goes irate and says "Well put this thing back then if you're not going to give me a case".

The rep looks at him with a 'you got to be kidding me right?' look on his face and the rep says "Sir nobody gives you a case with a computer, but we can give you 25% off the case" (he was a VIP cust) and the cust acts utterly appalled we wont give him a case and asks for a manager.

So manager comes out and is informed of our unforgivable and heinous crime in not giving away accessories with our products, and our manager still says "Sir we just sold 2 netbooks earlier today, both those customers paid full price for their cases too. Is it really fair to them that we just give accessories away the second a customer throws a fit in our store? Now 25% is a good price, and that's the best we're going to do"

Cust surprisingly calms down a little bit but still upset says "Well maybe I should look around first, I am sure I can find a good deal somewhere else" to which our manager says "Sir, in all honesty where in northern Arizona are you gonna find a good quality HP netbook with our network coverage AND a case for $200?". Cust thinks about it for a minute and grumbles and says "Fine I'll take the case even though I don't think it's a fair price".

Long story short, we called his bluff and it worked. The rep helping him was perfectly willing to let him walk too, cause like me we find that kind of behavior appalling when customers act like spoiled children.

I wish people were more willing to call customers bluff! On the IT side, we recently had a customer who complained about something minor on our (big biz) web-site, and told us that if we did not fix it within 24 hours, the company would transfer its 1100+ lines to another carrier. My first thought was "Really?" Takes consumers some inconvenience to transfer carriers, to move 1100 phones and then getting the users enrolled on the other carriers big biz web site....., it's a big deal. But it turns out that sales people wanted to keep their commissions, so we were forced to be nice.

[SassyFrass]

I'm new to this forum. I read the forums all the time. Here is a story I wanted to share.

Last week a gentleman came into my store. I asked how I could help him and he said he was just looking around. He said he was eligible to upgrade and was looking at phones. I jump into asking the probing questions to determine how he uses the phone and what features were important to him and I sell him on the env2. Currently we sell it for 129.99 before rebate. I review his account and he has the NE2 for $50 and knows this. I tell him that based on his discount I could sell him the phone for 79.99 and it comes with a $50 MIR. We then start talking about broadband access. I take him to our laptop display and let him take it on a test run to see how he likes it. He seems interested. He asks to see the env2 in person (we don't have live phones) so I go to get one out of the back. When I come back, he has signed into his My Verizon account and shows me that he can get the env2 online for free that day with no rebate. I tell him that I'm sorry that I can't sell him the phone for free but that I could give him a discount on accessories that he purchases with the upgrade...he then clicks "add to cart" and purchases the phone in front of me! He then has the nerve to ask me to print out his confirmation which I explained I couldn't do. And to top it off asked for a discount on a new case for the phone that he just purchased online. Um...I'm sorry, you just basically slapped me in the face by buying that freaking phone online and you want a discount? No!

Two days later he came back into the store and wanted me to transfer his numbers and pictures to his new phone. Sure, I will happy to do that Mr. Customer that cost me money...for a nominal fee of $10! We normally don't charge for number transfers but I made an exception for this guy.

Frustrating as all get out!

[C DM]

I'm new to this forum. I read the forums all the time. Here is a story I wanted to share.

Last week a gentleman came into my store. I asked how I could help him and he said he was just looking around. He said he was eligible to upgrade and was looking at phones. I jump into asking the probing questions to determine how he uses the phone and what features were important to him and I sell him on the env2. Currently we sell it for 129.99 before rebate. I review his account and he has the NE2 for $50 and knows this. I tell him that based on his discount I could sell him the phone for 79.99 and it comes with a $50 MIR. We then start talking about broadband access. I take him to our laptop display and let him take it on a test run to see how he likes it. He seems interested. He asks to see the env2 in person (we don't have live phones) so I go to get one out of the back. When I come back, he has signed into his My Verizon account and shows me that he can get the env2 online for free that day with no rebate. I tell him that I'm sorry that I can't sell him the phone for free but that I could give him a discount on accessories that he purchases with the upgrade...he then clicks "add to cart" and purchases the phone in front of me! He then has the nerve to ask me to print out his confirmation which I explained I couldn't do. And to top it off asked for a discount on a new case for the phone that he just purchased online. Um...I'm sorry, you just basically slapped me in the face by buying that freaking phone online and you want a discount? No!

Two days later he came back into the store and wanted me to transfer his numbers and pictures to his new phone. Sure, I will happy to do that Mr. Customer that cost me money...for a nominal fee of $10! We normally don't charge for number transfers but I made an exception for this guy.

Frustrating as all get out!

Any type of ethical undertones that might be involved aside, you have to admit, at least purely from his personal point of view and from that of the customer in general, he is actually more of a "smart" customer--he got the new phone he was looking for and even the contacts transfered onto it (although probably could have used Backup Assistant for free) for a total of what sounds like just $10--compared to at least $29.99, and that's including a delay and some effort on getting and dealing with a rebate.

[SassyFrass]

You are correct in that he is a "smart" shopper. I'm all about deal shopping and finding the least expensive option for me. I simply resent the fact that he not only took 30 minutes of my time but that he ordered the phone in front of me...using my internet connection! I would rather of him told me he was going to think about it and come back and never come back!
But, he did get a good deal!
I hate online pricing!

[_KC_]

I'm new to this forum. I read the forums all the time. Here is a story I wanted to share.

Last week a gentleman came into my store. I asked how I could help him and he said he was just looking around. He said he was eligible to upgrade and was looking at phones. I jump into asking the probing questions to determine how he uses the phone and what features were important to him and I sell him on the env2. Currently we sell it for 129.99 before rebate. I review his account and he has the NE2 for $50 and knows this. I tell him that based on his discount I could sell him the phone for 79.99 and it comes with a $50 MIR. We then start talking about broadband access. I take him to our laptop display and let him take it on a test run to see how he likes it. He seems interested. He asks to see the env2 in person (we don't have live phones) so I go to get one out of the back. When I come back, he has signed into his My Verizon account and shows me that he can get the env2 online for free that day with no rebate. I tell him that I'm sorry that I can't sell him the phone for free but that I could give him a discount on accessories that he purchases with the upgrade...he then clicks "add to cart" and purchases the phone in front of me! He then has the nerve to ask me to print out his confirmation which I explained I couldn't do. And to top it off asked for a discount on a new case for the phone that he just purchased online. Um...I'm sorry, you just basically slapped me in the face by buying that freaking phone online and you want a discount? No!

Two days later he came back into the store and wanted me to transfer his numbers and pictures to his new phone. Sure, I will happy to do that Mr. Customer that cost me money...for a nominal fee of $10! We normally don't charge for number transfers but I made an exception for this guy.

Frustrating as all get out!

Yeah, definitely frustrating. Surprised you didn't at least offer it to him for $49.99 in store. Probably still would of lost the sale but you never know.

I haven't ever had anyone actually order the phone in front of me while in the store but I have had some ask if I would do it for them. My response was "Ummmm.....no."

[fixxxer7]

ya but why go to the store and waste the rep's time? that was a slap in the face

[C DM]

You are correct in that he is a "smart" shopper. I'm all about deal shopping and finding the least expensive option for me. I simply resent the fact that he not only took 30 minutes of my time but that he ordered the phone in front of me...using my internet connection! I would rather of him told me he was going to think about it and come back and never come back!
But, he did get a good deal!
I hate online pricing!

ya but why go to the store and waste the rep's time? that was a slap in the face

Yes, that's definitely agreed on.

In some shoppers eyes, due to some not so ethical salespeople (and unfortunately there are enough of those out there as well), they also see themselves and others get taken advantage of in quite a few cases, so some resentment grows there. And given all kinds of other markets like auto dealerships and the like, some customers almost start expecting a sort of adversarial relationship with salespeople and just basically go with whatever works for them and whatever gets them the best deal at whatever cost (in most cases without actually doing something wrong, although perhaps doing things that aren't quite nice or even possibly borderline-ethical).