I can't remember if I have posted this one or not...either way.
We had a customer come into the store and add his 13 year old son to his plan. I recommended to him that kids his age do a lot of texting, far more than talking. He did not have texting packages on the account, at all. His response "He doesn't need to tect. Heck, he doesn't really need a phone but all his friends have them." To that I tell him that yes, if all of his friends have them, it is likely that he will be texting a great deal.
Customer: "No, Jimmy is responsible, he doesn't need texting."
Me: "Sure, I can block it for you so that you won't get charged."
Customer: "No, please don't do that. If he texts, he will hear about it. I want him to understand the consequences of it if he does."
Me: "Sir, I understand, but let me say, it would be against my professional judgement to send you out the door without texting or a block on your accouint for a 13 year old."
A month later... a $1300 bill on a 59.99 loyalty plan. ALL TEXTING OVERAGE. Of course it was my fault.
I had a customer come in the other day who had purchased a VZW prepay card at the local grocery store. She wanted to know why I couldn't apply it to her Straight Talk account. I explained several times that the only relation the two companies have is that ST, at times, roams off of VZW towers. She never fully understood what I was saying and left mad!
Customers constantly try to argue with me that Straight Talk IS VZW; it kills me!
I get this all the time. I work as an indirect at Wal-Mart (I know, boooo. I hate working for Wal-Mart, and am hoping that applications I have to various Verizon stores in the area go through.)
Common gripes include:
"Why do I not get FREE Verizon-to-Verizon calls on my Straight Talk phone, as they are both the same."
Try to explain the nature and ownership of Straight Talk to the typical Straight Talk customer goes nowhere.
"Where are your FREE phones, and $0.97 for a (fill in the blank) phone is TOO MUCH.
"Why can't I take my Verizon phone to Straight Talk?"
I have one guy who comes in at least once a week to complain about how Straight Talk and the $50 per month Verizon Prepaid plans are "Bait and Switch", as the phones are not high-end. He always insists that we try to "fix" his Samsung R355C to have full web access like a smart-phone, and threatens to sue each time we tell him that he is not going to get a Smart-Phone on a Verizon-Based Straight Talk account. (AT&T and Sprint Straight Talk phones do not work here).
Then there is the guy that demands that we pull an iPhone 4s out of mid-air. NOBODY has them here right now, and he has to have it NOW. He keeps calling my manager to try to have us fired since we "can't do our jobs and have what he wants in stock right then and there".
Then there are the people pissed that we do not transfer contacts, and when I tell them that the nearest Verizon store will do a transfer for $10. You get what you pay for.
Setting up E-mail on a blackberry for the customer:
ME: "Maam, what's your email address?"
HER: *reads out her email address*
Me: I type in her email address and hand her the phone, "Please enter your password here for me."
HER: * types..pauses...types..pauses...*, "Something's wrong with this phone! My password is changing into asterisks!"
How is it people don't know a) how to turn thier cell phones on, and b) that removing a battery and "resetting" a phone fixes 99% of the problems one has with a cellphone? If I had a $1.00 for every person that tries to come in before we open and all they need is a simply battery pull I could seriously retire.
Anyway I have a pretty good story. So this guy comes in a week or so ago claiming his ex wife is spying on him with his cell phone, I explain that really the only way a person could install software onto his phone is if he left it unattended for at least an hour he leaves. This man comes back a day or so later saying he called cs, they changed his number(which he didn't remember), put a password on his account(which he didn't remember), and he did a full wipe on his phone, after all this he still says his ex is spying on him on his cell, again I go through the it really takes a lot to be able to do what he claims is being done to his cell and the person would need to be in possession of his phone for awhile to install the software he leaves. He comes in AGAIN saying his ex had his phone for several hours that day and he thinks she is spying, at this time I look him in the eyes and say "well call the police there is nothing I can do". I don't understand why people think they're so special someone would want to waste hundreds of dollars and hours of their lives spying on them.
Thanks to all the posters in this thread for some serious laughs
One thing that kept coming to mind was that when I had left VZM years back when it was still Bell Atlantic Mobile most every CSR I ever spoke with was not much better than the customers you guys are having fun with today
And far as the paranoid user in the last post goes I had the pleasure to overhear a FIOS customers conversation the other day where this lady swore that "those FIOS people" were watching her through her TV because they know what is on her screen, and now has to be completely dressed in bed if watching the TV in her bedroom. Not mobile related, but this lady did a better performance than Mel Gibson in Conspiracy Theory.
First off, 1/3 of Verizon customers are idiots. Had a lady come in once claiming that her phone was shocking her. Asked to see her phone. She pulled out a phone that was missing the faceplate and rubber keypad. I asked how she dialed. She pulled out a fork, yes... a fork with a prong bent backwards and proceeded to show me how she dialed and was shocked several times in the process. If that wasn't bad enough, she screamed at me because I wouldn't replace her phone under warranty. This is the stupidity that we deal with on a daily basis.
Second, prior to working for Verizon Wireless I was a Police Officer (I blew my knee out during a training exercise). As an Officer, I never once had a threat on my life. Working in wireless, I've had several customers threaten to kill me, shoot me, beat me up, tell me to watch my back and they've even thrown things at me from over the counter. Utterly ridiculous.
I'm not sure what it is that you do for a living but whatever it is, it must be 100% completely fulfilling whereas you don't complain or vent to anyone, ever. In wireless, venting is a must. If reps don't vent, we then go crazy. It's probably the only way to prevent turn over from within the company.
If you feel that leaving the number 1 wireless carrier in the country over some reps making light of some situations that they've lived through, then good riddance. The company will survive without you.
I used to be with one of the "Big 5" Premiums until their shady practices convinced me to leave. I am with another carrier now, but I can vouch that the customers are all the same. If she wants to leave Verizon, wherever she lands will have reps that deal with the same stupidity and vent the same way. I would put money down, due to her attitude, that she has been the subject of a vent at some point or another.
we had a lady call in a few weeks ago shouting right out of the gate (not in anger mind you, just sort of... yelling at the phone) conversation kind of went like this:
HER: "Hi, This is Mary Shelley(the ghost of the author of Frankenstein perhaps?)! I dialed the number on the back of the paper and it won't go through".
ME: i'm sorry miss, what seems to be the problem?
HER: "my phone won't turn on, i dialed the number on the back of the paper and it wouldn't go through!"
ME: What kind of phone is it ma'am?
HER: "it's the...Sam...Samsoon...Flipped phone!"
ME: Ok, do you notice the screen lighting up and displaying the main screen"
ME: ok, so the phone is on. Do you mean the phone is deactivated...as in, it can't make calls?
HER: NO, i dialed the number on the back and it wont go through
ME: what number did you dial ma'am?
HER: *reads out our store number*
ME: Oh, that's the number to this store. Your phone seems to be both on and activated.
HER: But the number you guys gave me today (note, we had just opened and hadn't even seen a customer yet) won't go through.
at this point i'm confused. Her phone is functioning fine from what i can gather. It turns on and interacts with what she dials. It calls out. So at this point i just kind of give up
ME: Ok, well if it still wont go through i would recommend calling customer service. The number is *611 from your cellphone or 1-800-922-0204.
HER: OK *hangs up*
calls back in literally 5 minutes
HER: HI THIS IS MARY SHELLEY, I CALLED THE NUMBER ON THE BACK OF THE PAPER AND IT WONT GO THROUGH.
i repeat the same song and dance for her. I explain that we are a small retailer, who is now getting a bit busy and i won't be able to help her. I once again tell her customer services number and she goes "OK" and hangs up. well this repeated maybe 7 more times that day. Every time i answered the phone it was like the other calls she made were completely wiped from her memory. So she called one more time after.
HER: HI THIS IS MARY SHELLEY, I CALLED THE NUMBER ON THE BACK IT WONT GO THROUGH.
ME: Hi, ma'am. Did you try calling customer service?
HER: IT WONT GO THROUGH
Me: what's the number you're dialing?
HER: 47198200 (or something like that, definitely not a phone number and more like a jumble of numbers)
ME: ok, miss. The number you need to dial is 1-800-922-0204. thats 1...8...0....0..9..2...2....0...2...0..4
ME: now i want you to read that number back to me.
HER: *reads it back*
ME: did you write that down?
ME: ok, now read it back one more time.
HER: *reads it back again*
she didn't call back after that for another month. She once again was oblivious to the fact that she called us atleast 5 times everyday for 3 days. I figured i'd humour her, and try to help her.
HER: HI THIS IS MARY SHELLEY, I CALLED THE NUMBER ON THE BACK OF THE PAPER AND IT WONT GO THROUGH.
ME: Hi Mary, before we begin, what kind of phone do you have?
HER: I DON'T KNOW
Me: Well what does it say on the front?
HER: YES SPRINT!
Me:......................*reads off Sprint customer service number to her*..........
She hasn't called back since. I wonder if the number on the back of the paper ever went through?
These need to be updated more often.
My story is pretty simple. Had a customer come in yesterday wanting an iPhone. Well I thought everyone knew it's on back order, but obviously this customer thought they were the only one who wanted an iPhone. I explained its on backorder and she stormed out saying she'll order it online. Before I could say I'll help you order it here she was gone. Now it's not the fact of doing the upgrade here it's knowing that she will be back to get us to activate her phone:banghead::banghead::banghead:
Customer: hi im getting my wife a present and id like to know if u have the iphone4s in stock
Me: sorry no-one has the phone in stock but we can help you preor.. *click*'
******* hangs up in my face before i even got to finish my sentence. I usually brush these things off but i needed to teach this douche a lesson, so i called the number on the Caller-Id back.
Me: "Hey I was actually able to find 2 in stock that were in the backroom."
Customer: "Really?! Sorry bout before I think my pho..." *Click*
And I hung up on him. He called non-stop for the next 30 minutes as I played phone-tag with him until he gave up.
He most likely was trying to reach the corporate store up the block but found my number on google search instead.
I have the same people calling everyday asking if we have any in stock it is very frustrating as I've told them the only way to get the device is to order it and it ships out etc etc, but they just say ok and call the next day