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Responsibility? What Responsbility?
This call lasted about 25 minutes longer than it should have because this guy just would not give up. He's upset that his daughter is causing him to go over the data in his plan. Of course he's one of those cheapskates who absolutely does NOT want to go to an Unlimited plan even though it's only $15 more than what he has.
No, he wants to crack down on his daughters usage and is demanding that I tell him everything she was doing on the phone, at all times of day, to cause this data usage.
Data billing is different from voice and text: You can only see the amount of data that was used, not specifically what it was used FOR. To see what it used for you need access to the phone that used it. Both Android and iPhone devices have built in data trackers.
Data billing is also delayed, so you can't see the actual dates and times of usage, at least not until AFTER the bill cuts.
So I go over this with him, again and again and again and he just doesn't get it. I even have him get ahold of his daughters phone and show him the data tracker on the phone so he can see what she has been using.
Nope, STILL not good enough. He wants a complete detailed breakdown RIGHT NOW and $60 in credits for the overages she's incurred the past two months. Also, if we can't get him a detailed breakdown of data usage he wants a perpetual guarantee of a credit every month until we can.
That's...not going to happen. I go over everything with him one last time and he screams at me at that I am being completely unreasonable, this is all my fault and he's going to go to Death Star Wireless because we obviously don't value his business.
I feel I should also point out the daughter in question was 25 years old, she just happens to still be on Daddys phone plan. Not once did he ask her about the data use, not once did he say a peep about her paying for it. Nope, it was all OUR fault!
Bad Boys, Bad Boys, whatcha gonna do?
SC: (with noticeable foreign accent) Hello, my name is Michael Smith, ID#9302241 and I work in <Red Checkmark> security. My computer systems are down right now and we have a very serious problem with an account that needs to be fixed right away. Could you possibly provide me the information I need to get that done for the customer?
[NOTE: I KNOW this dude is scamming, but, I play along for now...]
Me: Sure, I'll do what I can. What's the phone number?
SC: 555-666-7777
Me: Okay, I have the account up now, can you verify the passcode for me?
SC: I don't have the passcode. As I said, our computer systems are not working but I do have the account number and billing address.
Me: I'm sorry, but we do require the passcode. If you don't have it, I can't provide any information for you.
SC: I understand we usually need the passcode sir, but this is a very urgent matter. I've already checked with my manager here at security and he says it's fine for you to go into this account without needing the passcode. I can give you his name and ID for your notes.
Me: No, thank you. All of our departments follow the same policies. Corporate security or not, I NEED a passcode or I can't give you any information on this account.
SC: Sir, my name is MICHAEL SMITH, I work in <Red Checkmark> security, my ID is #9302241 and I DEMAND you provide me the account information or I will have my manager call your manager and have you wrote up for severe insubordination! You need to do this right away please.
Me: [About done with this...] Firstly, I just checked. There's no one named 'Michael Smith' in Corporate security. Secondly, our IDs are not in 7 number format. Thirdly,<Red Checkmark> security doesn't call customer service, even if their systems are down.
SC: I realize we don't normally do that but we're making a special exception here as we have an urgent matter to address with the customer.
Me: Okay, let me contact our security department myself to validate your request, this will just take a moment.
SC: *CLICK*
Suck on this!
This may be the most literal sucky customer I've ever had because every second word out of his mouth was "suck". The phones suck, the towers suck, the service sucks, the company sucks, repeat ad nauseam.
And why did he think everything sucked?
Well he lived in a very rural area...in a valley...and he had almost no signal.
Can YOU see the problem here??
As gently as I can, I explain to him that he's in a very unpopulated area with few towers, which just so happens to be in a valley and that <Red Checkmark> can't guarantee service everywhere. It doesn't suck per se, it's just a low coverage area. Many rural areas are.
He askes when we are going to build more towers out there (he seems to think 3 more would be a good idea) and I explain probably not for awhile unless there's a sudden population boom that would necessitate stronger coverage.
Then he tells me I suck and hangs up.
*Insert Law and Order theme here*
I seem to get some of my worst calls on Saturday nights. A couple of Saturdays ago I get a call from a lady who is EXTREMELY upset and aggressive. I get the feeling she is someone with a rather colored history with us so as she rambles on I pull up the accounts notes and take a look. The summary looks something like this:
04/07/2017 - CUSTOMER CONTACT
04/07/2017 - CUSTOMER CONTACT
04/07/2017 - MANAGER CALL
04/07/2017 - CUSTOMER CONTACT
04/07/2017 - ER TEAM CALL
04/08/2017 - CUSTOMER CONTACT
04/08/2017 - MANAGER CALL
04/08/2017 - MANAGER CALL
04/08/2017 - CUSTOMER CONTACT
04/08/2017 - MANAGER CALL
04/08/2017 - CUSTOMER CONTACT
04/08/2017 - MANAGER CALL
You get the idea. The summary is nonstop like this for at least a couple of weeks. Also, the ER TEAM mentioned above would be our Executive Response Team. These are the guys that step in when customers start getting really unreasonable and abusive and aggressive call after call after call.
When, he's finally done rambling, I get the heart of the issue: We were supposed to send him a phone and somehow the order got messed up. It's still pending in the system. I can certainly complete it and get him a phone sent out but that's not good enough because he needs a phone by 11:00 AM tomorrow because he has to deal with an important legal matter.
I can't really think of any "important legal matter" that would need to be handled on a Sunday, but whatever.
So I told him okay, we screwed up here, I will credit his account and he can go to a <Red Checkmark> store in the morning and buy a phone. Not an expensive phone mind you, just a phone that he can use for a couple of days until the original order can be completed.
Guy goes NUCLEAR on me, says the order was for an S7 and he wants an S7 in his hands by 11:00 AM tomorrow or by golly there'll be hell to pay!
I explain again that's not possible. He then has the audacity to not ask for my manager, but for my managers manager. It's a Saturday night. Senior management is not here. So basically I transfer the call to my manager, who identifies herself as "my manager's manager" and she takes it from there. In this case, the answer is going to be the same no matter what manager he talks to.
Forty minutes later, my manager is finally done with him and he apparently threatened to sue us into oblivion and cost us all our jobs.
Good luck with that, buddy.
Water RESISTANT...NOT Waterproof!
Had a woman giving me some serious lip because she'd dropped her S7 Edge into a punch bowl at a party and now it wasn't working right. A few points here:
1) The S7s are NOT marketed as waterproof!
2) They are approved ONLY for use in FRESH WATER and only for a very limited time
3) You don't have to be a genius to understand that combining water and electronics is not a good idea.
Now, I'll give her a pass on the last part as this was an accident, but the other two points stand.
I even go so far as to tell her that hey, Samsung does market the thing as water resistant. We can't replace it under these circumstances but they might be able to.
She rips into me again, asking why I can't overnight her another phone and we can take it up with Samsung. (Ummm...because this isn't our fault?).
I explain again that liquid damage voids warranty coverage and the only way she can get another phone from us is to pay for it. Obviously she doesn't like that answer. In a very frustrated tone of voice, she asks for Samsungs number and then hangs up right after I give it to her.
Oh you poor widdle snowflake...
This girl demanded a $100 credit from us because the phone that we shipped her got delayed by ONE DAY and how DARE we expect her to go that long without a phone. Nevermind this thing was priority shipped in the first place, so her net time without a phone would only be three days.
I said I could credit three days of her monthly plan, which turned out to be $4.68. She really didn't like that so I very graciously upped it to $15. She didn't like that either and just spent the whole call hemming and hawwing about how much of a pain it would be to get by without a phone!
Newsflash sweetheart: YOU DON'T NEED A PHONE TO LIVE.
I realize they are a big part of our lives and being without one can be difficult, but electronics break down. If you aren't prepared to potentially spend a few days without a phone in extenuating circumstances, I'm not sure what to tell you.
She eventually asked for my manager and continued to push for the $100 credit. In the end she settled for $20 which I still think was too much but alas, once the call leaves my phone, it's not longer my issue.
This call lasted about 25 minutes longer than it should have because this guy just would not give up. He's upset that his daughter is causing him to go over the data in his plan. Of course he's one of those cheapskates who absolutely does NOT want to go to an Unlimited plan even though it's only $15 more than what he has.
No, he wants to crack down on his daughters usage and is demanding that I tell him everything she was doing on the phone, at all times of day, to cause this data usage.
Data billing is different from voice and text: You can only see the amount of data that was used, not specifically what it was used FOR. To see what it used for you need access to the phone that used it. Both Android and iPhone devices have built in data trackers.
Data billing is also delayed, so you can't see the actual dates and times of usage, at least not until AFTER the bill cuts.
So I go over this with him, again and again and again and he just doesn't get it. I even have him get ahold of his daughters phone and show him the data tracker on the phone so he can see what she has been using.
Nope, STILL not good enough. He wants a complete detailed breakdown RIGHT NOW and $60 in credits for the overages she's incurred the past two months. Also, if we can't get him a detailed breakdown of data usage he wants a perpetual guarantee of a credit every month until we can.
That's...not going to happen. I go over everything with him one last time and he screams at me at that I am being completely unreasonable, this is all my fault and he's going to go to Death Star Wireless because we obviously don't value his business.
I feel I should also point out the daughter in question was 25 years old, she just happens to still be on Daddys phone plan. Not once did he ask her about the data use, not once did he say a peep about her paying for it. Nope, it was all OUR fault!
Bad Boys, Bad Boys, whatcha gonna do?
SC: (with noticeable foreign accent) Hello, my name is Michael Smith, ID#9302241 and I work in <Red Checkmark> security. My computer systems are down right now and we have a very serious problem with an account that needs to be fixed right away. Could you possibly provide me the information I need to get that done for the customer?
[NOTE: I KNOW this dude is scamming, but, I play along for now...]
Me: Sure, I'll do what I can. What's the phone number?
SC: 555-666-7777
Me: Okay, I have the account up now, can you verify the passcode for me?
SC: I don't have the passcode. As I said, our computer systems are not working but I do have the account number and billing address.
Me: I'm sorry, but we do require the passcode. If you don't have it, I can't provide any information for you.
SC: I understand we usually need the passcode sir, but this is a very urgent matter. I've already checked with my manager here at security and he says it's fine for you to go into this account without needing the passcode. I can give you his name and ID for your notes.
Me: No, thank you. All of our departments follow the same policies. Corporate security or not, I NEED a passcode or I can't give you any information on this account.
SC: Sir, my name is MICHAEL SMITH, I work in <Red Checkmark> security, my ID is #9302241 and I DEMAND you provide me the account information or I will have my manager call your manager and have you wrote up for severe insubordination! You need to do this right away please.
Me: [About done with this...] Firstly, I just checked. There's no one named 'Michael Smith' in Corporate security. Secondly, our IDs are not in 7 number format. Thirdly,<Red Checkmark> security doesn't call customer service, even if their systems are down.
SC: I realize we don't normally do that but we're making a special exception here as we have an urgent matter to address with the customer.
Me: Okay, let me contact our security department myself to validate your request, this will just take a moment.
SC: *CLICK*
Suck on this!
This may be the most literal sucky customer I've ever had because every second word out of his mouth was "suck". The phones suck, the towers suck, the service sucks, the company sucks, repeat ad nauseam.
And why did he think everything sucked?
Well he lived in a very rural area...in a valley...and he had almost no signal.
Can YOU see the problem here??
As gently as I can, I explain to him that he's in a very unpopulated area with few towers, which just so happens to be in a valley and that <Red Checkmark> can't guarantee service everywhere. It doesn't suck per se, it's just a low coverage area. Many rural areas are.
He askes when we are going to build more towers out there (he seems to think 3 more would be a good idea) and I explain probably not for awhile unless there's a sudden population boom that would necessitate stronger coverage.
Then he tells me I suck and hangs up.
*Insert Law and Order theme here*
I seem to get some of my worst calls on Saturday nights. A couple of Saturdays ago I get a call from a lady who is EXTREMELY upset and aggressive. I get the feeling she is someone with a rather colored history with us so as she rambles on I pull up the accounts notes and take a look. The summary looks something like this:
04/07/2017 - CUSTOMER CONTACT
04/07/2017 - CUSTOMER CONTACT
04/07/2017 - MANAGER CALL
04/07/2017 - CUSTOMER CONTACT
04/07/2017 - ER TEAM CALL
04/08/2017 - CUSTOMER CONTACT
04/08/2017 - MANAGER CALL
04/08/2017 - MANAGER CALL
04/08/2017 - CUSTOMER CONTACT
04/08/2017 - MANAGER CALL
04/08/2017 - CUSTOMER CONTACT
04/08/2017 - MANAGER CALL
You get the idea. The summary is nonstop like this for at least a couple of weeks. Also, the ER TEAM mentioned above would be our Executive Response Team. These are the guys that step in when customers start getting really unreasonable and abusive and aggressive call after call after call.
When, he's finally done rambling, I get the heart of the issue: We were supposed to send him a phone and somehow the order got messed up. It's still pending in the system. I can certainly complete it and get him a phone sent out but that's not good enough because he needs a phone by 11:00 AM tomorrow because he has to deal with an important legal matter.
I can't really think of any "important legal matter" that would need to be handled on a Sunday, but whatever.
So I told him okay, we screwed up here, I will credit his account and he can go to a <Red Checkmark> store in the morning and buy a phone. Not an expensive phone mind you, just a phone that he can use for a couple of days until the original order can be completed.
Guy goes NUCLEAR on me, says the order was for an S7 and he wants an S7 in his hands by 11:00 AM tomorrow or by golly there'll be hell to pay!
I explain again that's not possible. He then has the audacity to not ask for my manager, but for my managers manager. It's a Saturday night. Senior management is not here. So basically I transfer the call to my manager, who identifies herself as "my manager's manager" and she takes it from there. In this case, the answer is going to be the same no matter what manager he talks to.
Forty minutes later, my manager is finally done with him and he apparently threatened to sue us into oblivion and cost us all our jobs.
Good luck with that, buddy.
Water RESISTANT...NOT Waterproof!
Had a woman giving me some serious lip because she'd dropped her S7 Edge into a punch bowl at a party and now it wasn't working right. A few points here:
1) The S7s are NOT marketed as waterproof!
2) They are approved ONLY for use in FRESH WATER and only for a very limited time
3) You don't have to be a genius to understand that combining water and electronics is not a good idea.
Now, I'll give her a pass on the last part as this was an accident, but the other two points stand.
I even go so far as to tell her that hey, Samsung does market the thing as water resistant. We can't replace it under these circumstances but they might be able to.
She rips into me again, asking why I can't overnight her another phone and we can take it up with Samsung. (Ummm...because this isn't our fault?).
I explain again that liquid damage voids warranty coverage and the only way she can get another phone from us is to pay for it. Obviously she doesn't like that answer. In a very frustrated tone of voice, she asks for Samsungs number and then hangs up right after I give it to her.
Oh you poor widdle snowflake...
This girl demanded a $100 credit from us because the phone that we shipped her got delayed by ONE DAY and how DARE we expect her to go that long without a phone. Nevermind this thing was priority shipped in the first place, so her net time without a phone would only be three days.
I said I could credit three days of her monthly plan, which turned out to be $4.68. She really didn't like that so I very graciously upped it to $15. She didn't like that either and just spent the whole call hemming and hawwing about how much of a pain it would be to get by without a phone!
Newsflash sweetheart: YOU DON'T NEED A PHONE TO LIVE.
I realize they are a big part of our lives and being without one can be difficult, but electronics break down. If you aren't prepared to potentially spend a few days without a phone in extenuating circumstances, I'm not sure what to tell you.
She eventually asked for my manager and continued to push for the $100 credit. In the end she settled for $20 which I still think was too much but alas, once the call leaves my phone, it's not longer my issue.
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