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July the 4th is on a Friday this year, that means that instead of a usual two day weekend where no phones ship out it's now three.
People can't seem to comprehend that - GASP! - some places are actually CLOSED on a HOLIDAY!
Me: Thank you for calling <red checkmark>, how can I help you?
SC: My phone's not working, all I got is a black screen! It won't turn on.
Me: I'm sorry to hear you're having problems, let's see what we can do.
(of course the answer is not much. If the phone won't turn on, unless another battery or charger does the trick, the only option is replacement...)
So we go through the standard troubleshooting and get nowhere...
Me: Ok, there's nothing more we can do to try and fix it I'm afraid. If it's dead, it's dead. You are under warranty though so we can get a replacement sent out to you easily.
SC: And how long will that take?
Me: Depending on the shipping option you choose, you'll have the phone either at the beginning or end of next week.
SC: Oh no no no no no no NO! That's no good. I need my phone TODAY. I got family coming in from out of town for the 4th, they need a way to reach me. Next week is no good. Y'all can't like, overnight it or something?
Me: Even if we could do that, there's a good chance you wouldn't have the phone until early next week. Most carriers don't operate tomorrow and don't necessarily operate on weekends either. Overnighting it won't get you a phone faster I'm sorry to say, but there may be another option available to you. There are some of our store locations that can do warranty exchanges...<I look it up>...looks like the closest one to you is 45 miles away.
SC: 45 MILES?! You expect me to drive 45 miles just to get a phone? Come on man, that's ridiculous. There's a <red checkmark> store like two blocks from here, I can walk there in less than 10 minutes, can't I just go there to get a phone?
Me: I'm afraid not, only certain store locations can do warranty claims onsite and that's not one of them.
SC: So you're saying that the only thing I can do about getting my phone replaced is either drive 90 miles round trip to a store in another state or wait a week?
Me: I realize it's not that convenient to you but yes, that is what I'm saying.
SC: Not acceptable. NOT ACCEPTABLE. Dude, I need a phone! I've GOT to have my phone.
Me: I realize that--
SC: TWO BLOCKS AWAY! There's a store TWO BLOCKS from here, they've got tons of phones. There has to be a way you can set it up to where I can go in there and get another phone. We could have this whole thing done in 20 minutes.
Me: There are a couple of options available if you wanted to get a phone at that store but there would be a cost involved no matter-
SC: You mean I'd have to pay?? For a warranty claim?!
Me: Warranty claims are free of charge. That store can't do them, therefore if you want a phone from the store you'd have to do something besides a warranty claim to get one. That would be either a phone upgrade or getting a device on our installment plan.
SC: Oh I see, so because y'all can't be reasonable with me on this warranty claim I either have to renew my contract or pay y'all more money to get a phone today?
Me: Well it's not so much about not being reasonable as it is about--
SC: No, no, no, that's exactly what this is about! I have a broken phone, I have a warranty on that phone. I have a <red checkmark> store two blocks from my house. Is it not reasonable that I should be able to go there to get a phone?
Me: I get what you're saying sir and there have been discussions for some time about expanding the number of locations we have that can do warranty claims on site.
SC: That's great, but it won't help me today, will it?
Me: Well no,but -
SC: So what are we gonna do here?
Me: As I said earlier either you can wait to get a phone in the mail or you can drive to <warranty store>.
SC: That's 45 miles away.
Me: Yes, now I may be able to give you a credit to help cover the costs of gas to get there and back if you like.
SC: What I'd like is for you to help out a loyal customer like me get a phone today without having to drive 45 miles. That's so stupid, I mean can't you like, call the manager of the store two blocks away and explain this situation to him and work something out?
Me: I'm sorry I can't.
SC: Well, why not?!
Me: Number one, the store two blocks away from you is not set up to process warranty claims, number two we here at the care dept have no power over the stores. Even if I put notes in your account saying "I authorize Mr.xxxx to get a warranty replacement at store X" it wouldn't matter. They are under no obligation whatsoever to do it.
SC: Well maybe I'll just go down there myself and raise hell and see what happens.
Me: If you choose to do that, that's your choice but do understand that what will more than likely happen is the manager there will refer you back to someone like me.
SC: *frustrated groan* WHY IS THIS SO HARD?! JUST LET ME GO THERE AND GET A PHONE!
Me: As I explained earlier, we can't do that sir.
SC: And you don't think that store manager would help me?
Me: I can't say for sure sir, but it's highly likely he'll just send you back to this department.
SC: Well do you have a manager there I could talk to?
Me: I would be happy to get a manager for you, but do bear in mind as I said earlier, no one here has any power over the employees at the store. A manager here can't force the store's hand any more than I can.
SC: Whatever man, just get a manager on the phone.
Me: Very well. Please hold a moment.
Guy talked to my manager for 40 minutes, then hung up and said he'd go take it up with the manager at the store. I wonder if I should have called the store manager and warned him in advance?
People can't seem to comprehend that - GASP! - some places are actually CLOSED on a HOLIDAY!
Me: Thank you for calling <red checkmark>, how can I help you?
SC: My phone's not working, all I got is a black screen! It won't turn on.
Me: I'm sorry to hear you're having problems, let's see what we can do.
(of course the answer is not much. If the phone won't turn on, unless another battery or charger does the trick, the only option is replacement...)
So we go through the standard troubleshooting and get nowhere...
Me: Ok, there's nothing more we can do to try and fix it I'm afraid. If it's dead, it's dead. You are under warranty though so we can get a replacement sent out to you easily.
SC: And how long will that take?
Me: Depending on the shipping option you choose, you'll have the phone either at the beginning or end of next week.
SC: Oh no no no no no no NO! That's no good. I need my phone TODAY. I got family coming in from out of town for the 4th, they need a way to reach me. Next week is no good. Y'all can't like, overnight it or something?
Me: Even if we could do that, there's a good chance you wouldn't have the phone until early next week. Most carriers don't operate tomorrow and don't necessarily operate on weekends either. Overnighting it won't get you a phone faster I'm sorry to say, but there may be another option available to you. There are some of our store locations that can do warranty exchanges...<I look it up>...looks like the closest one to you is 45 miles away.
SC: 45 MILES?! You expect me to drive 45 miles just to get a phone? Come on man, that's ridiculous. There's a <red checkmark> store like two blocks from here, I can walk there in less than 10 minutes, can't I just go there to get a phone?
Me: I'm afraid not, only certain store locations can do warranty claims onsite and that's not one of them.
SC: So you're saying that the only thing I can do about getting my phone replaced is either drive 90 miles round trip to a store in another state or wait a week?
Me: I realize it's not that convenient to you but yes, that is what I'm saying.
SC: Not acceptable. NOT ACCEPTABLE. Dude, I need a phone! I've GOT to have my phone.
Me: I realize that--
SC: TWO BLOCKS AWAY! There's a store TWO BLOCKS from here, they've got tons of phones. There has to be a way you can set it up to where I can go in there and get another phone. We could have this whole thing done in 20 minutes.
Me: There are a couple of options available if you wanted to get a phone at that store but there would be a cost involved no matter-
SC: You mean I'd have to pay?? For a warranty claim?!
Me: Warranty claims are free of charge. That store can't do them, therefore if you want a phone from the store you'd have to do something besides a warranty claim to get one. That would be either a phone upgrade or getting a device on our installment plan.
SC: Oh I see, so because y'all can't be reasonable with me on this warranty claim I either have to renew my contract or pay y'all more money to get a phone today?
Me: Well it's not so much about not being reasonable as it is about--
SC: No, no, no, that's exactly what this is about! I have a broken phone, I have a warranty on that phone. I have a <red checkmark> store two blocks from my house. Is it not reasonable that I should be able to go there to get a phone?
Me: I get what you're saying sir and there have been discussions for some time about expanding the number of locations we have that can do warranty claims on site.
SC: That's great, but it won't help me today, will it?
Me: Well no,but -
SC: So what are we gonna do here?
Me: As I said earlier either you can wait to get a phone in the mail or you can drive to <warranty store>.
SC: That's 45 miles away.
Me: Yes, now I may be able to give you a credit to help cover the costs of gas to get there and back if you like.
SC: What I'd like is for you to help out a loyal customer like me get a phone today without having to drive 45 miles. That's so stupid, I mean can't you like, call the manager of the store two blocks away and explain this situation to him and work something out?
Me: I'm sorry I can't.
SC: Well, why not?!
Me: Number one, the store two blocks away from you is not set up to process warranty claims, number two we here at the care dept have no power over the stores. Even if I put notes in your account saying "I authorize Mr.xxxx to get a warranty replacement at store X" it wouldn't matter. They are under no obligation whatsoever to do it.
SC: Well maybe I'll just go down there myself and raise hell and see what happens.
Me: If you choose to do that, that's your choice but do understand that what will more than likely happen is the manager there will refer you back to someone like me.
SC: *frustrated groan* WHY IS THIS SO HARD?! JUST LET ME GO THERE AND GET A PHONE!
Me: As I explained earlier, we can't do that sir.
SC: And you don't think that store manager would help me?
Me: I can't say for sure sir, but it's highly likely he'll just send you back to this department.
SC: Well do you have a manager there I could talk to?
Me: I would be happy to get a manager for you, but do bear in mind as I said earlier, no one here has any power over the employees at the store. A manager here can't force the store's hand any more than I can.
SC: Whatever man, just get a manager on the phone.
Me: Very well. Please hold a moment.
Guy talked to my manager for 40 minutes, then hung up and said he'd go take it up with the manager at the store. I wonder if I should have called the store manager and warned him in advance?
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