Stupid Customer Action of the Day...

[Vatothe0]

Wirelessly posted (out there: BlackBerry9530/4.7.0.109 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/105)

I had a guy call while I had 5 customers waiting in line for me this morning (I was by myself). He asked how much it would be for a family plan with 2 lines, 700 minutes. I said "Well that plan, with just calls and no additional features, would be about $69.99 before taxes."
He says to me "Can you tell me what the bill would be exactly after taxes?"
I say "Well sir, that depends on if you have additional features added on. It also depends on where you live, etc. There's not really a way for me to know EXACTLY what your bill will be."

He hung up on me.

What a douchebag.

You should have asked him for his geocode so you look up the 45 different taxes that are specific to that geocode.

[CurGeorge8]

I had a guy call while I had 5 customers waiting in line for me this morning (I was by myself). He asked how much it would be for a family plan with 2 lines, 700 minutes. I said "Well that plan, with just calls and no additional features, would be about $69.99 before taxes."
He says to me "Can you tell me what the bill would be exactly after taxes?"
I say "Well sir, that depends on if you have additional features added on. It also depends on where you live, etc. There's not really a way for me to know EXACTLY what your bill will be."

He hung up on me.

What a douchebag.

Whenever I answer the phone at our store, I always answer "Verizon Wireless, how can I direct your call?" That sets the expectation to the customer that I'm not necessarily there to help, but to get them to the right person. If its a sales lead and we're busy, I take a message and set a follow up in Outlook to call them back. If it's a customer service transaction, I'll find out if the specifically need to speak with a store rep. If not, I transfer them into the Customer Service IVR (we can't do soft handoffs on store phones). That way our store reps aren't getting tied up for 30 minutes on the phone for a bill rework when we have 20 people in que.

[jon341427]

Whenever I answer the phone at our store, I always answer "Verizon Wireless, how can I direct your call?" That sets the expectation to the customer that I'm not necessarily there to help, but to get them to the right person. If its a sales lead and we're busy, I take a message and set a follow up in Outlook to call them back. If it's a customer service transaction, I'll find out if the specifically need to speak with a store rep. If not, I transfer them into the Customer Service IVR (we can't do soft handoffs on store phones). That way our store reps aren't getting tied up for 30 minutes on the phone for a bill rework when we have 20 people in que.

That's a great approach, I think I'm going to start doing something similiar Thanks!

Also, how do I transfer people to the customer service ivr?

[CurGeorge8]

That's a great approach, I think I'm going to start doing something similiar Thanks!

Also, how do I transfer people to the customer service ivr?

Hit transfer, the the speed dial button for customer service (800-922-0204), then connect.

[SCTelephoneMan]

Wirelessly posted (out there: BlackBerry9530/4.7.0.109 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/105)



You should have asked him for his geocode so you look up the 45 different taxes that are specific to that geocode.

Oh yeah. "The man in the store said my bill would be $69.99, but it comes to $83.24." You got the wrong number for complaining about taxes, hoss.

Or LOL

"Why am I being charges for E911 when I never use 911?"

HAHAHAHA I feel like saying "OK, we have you opted out of E911, so if you ever need emergency service, your call will be routed to the American Roaming Network, where a credit card will be required...."

[GowirelessWZW]

Or they say "I have to charge my phone every two days, my old phone lasted a week." And I want to say "Are you not near a power source for longer than 2 days at a time?."

lol I get that all the time, I always have customers come in telling me that there battery only lasts 2 or 3 days (as if thats a bad thing). I always have to reassure the customer that phones are like any other electronic device, the more you use it the more it's gonna drain the battery!

[JP Whoregan]

yeah, I love the ones who are going from a VX3200 to a Blackberry Storm, then come in 3 days later...."hey! the battery on this phone sucks! My old phone got a week out of the battery!"

"Well, sir, how much are you using the interent on the phone? And the mp3 player? And the movie player? And VZ Navigator? and Mobile Banking?"....

"Do you think it's MAYBE possible that since you have a flashy new phone with a ton of new features that PERHAPS you're using your phone more often? Well, that would definitely lead to your battery draining faster. Here. This car charger (that you were too cheap to buy on the day you got the phone) is only $29.99 and will solve all your problems."

[SCTelephoneMan]

yeah, I love the ones who are going from a VX3200 to a Blackberry Storm, then come in 3 days later...."hey! the battery on this phone sucks! My old phone got a week out of the battery!"

"Well, sir, how much are you using the interent on the phone? And the mp3 player? And the movie player? And VZ Navigator? and Mobile Banking?"....

"Do you think it's MAYBE possible that since you have a flashy new phone with a ton of new features that PERHAPS you're using your phone more often? Well, that would definitely lead to your battery draining faster. Here. This car charger (that you were too cheap to buy on the day you got the phone) is only $29.99 and will solve all your problems."

(playing the role of the customer)

"That should've come with the phone for free. You're running a scam! I pay $300 a month and have been with you people for 43 years!"

[ydvzw]

(playing the role of the customer)

"That should've come with the phone for free. You're running a scam! I pay $300 a month and have been with you people for 43 years!"

It seems EVERYTHING should be free to these people. Voice quality sucks when I'm driving? I should get a credit. Text messages don't get sent or received in less than a second? I should get reimbursement (after all, it's _critical_ that I be able to use text messages).... I dropped my phone on the floor and the phone doesn't work right ... I want a replacement. Not one of those refurbished phones, mind you ... and don't gimme that certified like-new crap.

I sometimes wish we can send all these people to Sprint ... instantaneously port them over.

[ParthG]

It seems EVERYTHING should be free to these people. Voice quality sucks when I'm driving? I should get a credit. Text messages don't get sent or received in less than a second? I should get reimbursement (after all, it's _critical_ that I be able to use text messages).... I dropped my phone on the floor and the phone doesn't work right ... I want a replacement. Not one of those refurbished phones, mind you ... and don't gimme that certified like-new crap.

I sometimes wish we can send all these people to Sprint ... instantaneously port them over.

Haha, imagine having a Sprint store across the street. I'd be like *HEY, THE SPRINT STORE IS OVER THERE ----> MAYBE THEY CAN HELP YOU*

[JP Whoregan]

It seems EVERYTHING should be free to these people. Voice quality sucks when I'm driving? I should get a credit. Text messages don't get sent or received in less than a second? I should get reimbursement (after all, it's _critical_ that I be able to use text messages).... I dropped my phone on the floor and the phone doesn't work right ... I want a replacement. Not one of those refurbished phones, mind you ... and don't gimme that certified like-new crap.

I sometimes wish we can send all these people to Sprint ... instantaneously port them over.

I have NEVER EVER EVER EVER UNDERSTOOD why a customer wants a NEW phone from insurance or warranty replacement, when the phone they're replacing is NOT NEW ANYMORE!!!! Buy a phone, keep it for 4 months, then break it .....what the hell is wrong with getting a WORKING 4-month old phone as a REPLACEMENT for your BROKEN 4-month old phone!?!?!?! I want to literally strangle people when they start throwing a child-like temper tantrum over the "certified like-new" phones.

The ironic part is, the replacement they're getting, in most cases, is STILL "newer" than the phone they just broke.

[GetOverIt7]

This is a good one here....

Customer comes in after purchasing a new phones online. My employee activates and transfers the phones book for her. We charge $15 for activation and transfer. Of course she refuses to pay this, so whatever we don't charge to avoid a *****fest. However my employee accidentally erased her phone book by putting the new phone as the target and old one (with all the contacts) as the source. So later that day she calls flipping out about this demanding we pay her. I wasn't around so she calls the next day to talk to me. Explaining to me her situation (at this point i did not know she didn't purchase her phone here) telling me I need to pay her for all the 411 calls she has to make to get her contacts back. I tell her i'll give her a free month of vz nav and use that. She already has that and doesn't want to learn how to use it because she works from her car and when she goes home she takes care of her 3 kids by herself and doesn't want to take her time away from them to do this. So all in all she wants at least $50 for 411 calls and then on top of that she wants me to reimburse her for her time that I cost her in "time" that she has to take out of her day to do this. I said I would call cust. service to see what they would do, she wouldn't give me the last 4 of her social then I had to explain why that was needed but still wouldn't and told me to see what I can do without that then call her back and we'll investigate further if needed.

I have a ton of these stories i'll post from time to time.

[mbpyro]

We charge $15 for activation and transfer. Of course she refuses to pay this

I would let her know that the fee she refused to pay also included "Contact Deletion Insurance" and since she refused to pay it, she is out of luck

[SCTelephoneMan]

What an idiot. If she weren't so dumb, chances are she could've utilized backup assistant at home and activated the phones without leaving the house.

If they were PDAs, at a minimum, the contacts should be synced to her desktop.

Good stories!!! KEEP EM COMIN!!!

[_KC_]

Had a customer come in once who had switched his line off a business account into his name and was going to put the line onto an ENV he had, so he could give the Blackberry back to the company.

I switch it over for him for free (we don't charge for ESN changes) and tell him I can do the contacts for him for $10. He complains over that of course but agrees, so I transfer his #'s (approx. 500 of them) and he pays and starts to leave and I move onto the next customer. He stops at front of the store and is looking through his phone for a bit and then stands around and waits for me to get done. Then convo goes like this....

Customer - "All my #'s are not in here, some are missing."

Me - "Not sure why it didn't get them all. I can try it again if you like." (Which I do but he still claims some are missing.

Customer - "There are still some missing. I want a refund of my $10 since every # is not in there."

Me - "Ok, let me reset your phone real quick then."

Customer - "What do you mean?"

Me - "I transferred almost 500 #'s into your phone, if I give you a refund, then I have to undo what I have done. So I am going to delete them back out."

Customer - "I guess I can enter the ones that are missing then." as he walks out grumbling.


Actually had this almost same scenario another time. People amaze me sometimes.