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I figured my last post about storm related SCs would be my last but sadly I was wrong...
Reasonable vs. Unreasonable
Let's compare the following situations shall we?
Reasonable: Wanting a priority shipping fee to a Florida address waived.
Unreasonable: Wanting a free upgrade due to same.
Reasonable: Wanting a credit for about a week of missed service due to a storm damaged tower it took us awhile to get back up.
Unreasonable: Wanting a credit for an ENTIRE MONTHS BILL because of same.
Reasonable: Wanting us to bump up your upgrade eligibility by a month to replace a phone that was damaged by Irma.
Unreasonable: Wanting a free iPhone 8 because of same.
Reasonable: Wanting a restoral fee waived for an account that was suspended for non pay the day after Irma came ashore.
Unreasonable: Wanting a restoral fee waived for an account that was suspended for non pay a MONTH BEFORE Irma came ashore.
Reasonable: Asking nicely for a credit when I tell you two towers in your area are still down due to storm damage.
Unreasonable: Cussing me out becuase I won't give you the TWO FREE MONTHS of service you're demanding of me for the same issue as above.
Iphone is NOT a generic term!
It never fails. Customer calls because of problems with their iPhone. I spend ten minutes asking questions they seem somewhat confused about only for me to discover that the device in question is NOT an iPhone. It's a Samsung or an LG or some other non Apple device.
Here's a handy tip folks. Look at the back of your phone. If you don't see a GIANT APPLE there, you do NOT have an iPhone!
It happens with iPads too.
A Kindle Fire is not an iPad.
A Samsung Tab E is not an iPad.
An LG G Tab is NOT an iPad!
And for those of you who get mad at ME because YOU told me the wrong kind of device and now we have to start all over...I hope you get stabbed by a cactus.
In which the messenger gets shot...repeatedly
Okay, read the following scenario and tell me how much of this I had control over:
Lady calls in, phone is broken. It's also out of warranty so she says, but she thinks she has insurance and can I please confirm that for her.
No, I can't. Why? She can't verify the account. Okay, well then I can tell her how much the deductible would be? Yes, I can give her a general idea. Specifics? No, not that because she can't verify the account. Can I use anything else to verify her? No. Can I give her a hint about the passcode? No. Can I reset the passcode for her? No, because she is NOT the account holder. He won't mind she says, just go ahead and do it. Uhhh, my bank account will mind lady because that's a really quick way to get my ass fired. Not gonna happen. So then she asks how she can reset the passcode only for me to reiterate again that she CAN'T because (say it with me now), she's NOT THE ACCOUNT HOLDER.
She then says "well, you're pretty freaking useless aren't you?" and hangs up.
She is correct is the sense that I pretty much did do nothing but only because that was about all I COULD do thanks to her being totally unprepared when calling in.
And she'll probably bury me on the survey if she gets one too. Fortunately, my manager is understanding and won't chew me out about said survey because as previously established there was NOTHING I COULD DO.
How do you people get through life??
I firmly believe anyone who buys a smart device should have to pass a test demonstrating they are reasonably competent with using it. Almost every day I talk to people who:
- Cannot find their power/lock button
- Have no F%$^ing clue what a home button is
- Do not know how to turn wifi on (or off)
- Do not how to get to their settings
- Do not know how to login into email
- Have no idea what a Play Store or App Store is
- Have no idea what "signal bars" are or where to find them.
I'm sure I could make this list longer but you get the point. I get not being able to do the more advanced stuff but these are really basic things right here akin to not knowing where the wheels are on your car or how to put your key in the ignition.
I never read that so it doesn't apply to me
Okay, let's review:
- You admit you got a tablet at a <Red Checkmark> store a few months ago
- You also admit that you did NOT read all the fine print before signing for it nor did you apparently notice the email confirmation we sent or the mailed letter verifying the account changes, nor did you bother to review your receipt after you left the store.
- As a result, you never saw the part of the fine print that stated you were agreeing to a contract and if you want to cancel before your term is up, you need to pay a termination fee.
So now you're arguing with me that I should waive the fee because you "never agreed to it". Okay bro, let's get this straight: Just because you didn't read something you signed does NOT mean you didn't agree to it! By signing it, you AGREED TO IT. No it doesn't have to be stated verbally. No, it's not a bait and switch. No, we're not trying to screw you. No, you can't amend the contract.
Oh so now you want to go to court to fight the fee? Good luck with that.
Short but stupid
This is a paraphrasing of a call I get often:
SC: How come you have no signal in Smallville, USA?
Me: Well according to our coverage maps Smallville is a very rural wooded area about 30 miles from the middle of nowhere.
SC: SO?
Me:
Reasonable vs. Unreasonable
Let's compare the following situations shall we?
Reasonable: Wanting a priority shipping fee to a Florida address waived.
Unreasonable: Wanting a free upgrade due to same.
Reasonable: Wanting a credit for about a week of missed service due to a storm damaged tower it took us awhile to get back up.
Unreasonable: Wanting a credit for an ENTIRE MONTHS BILL because of same.
Reasonable: Wanting us to bump up your upgrade eligibility by a month to replace a phone that was damaged by Irma.
Unreasonable: Wanting a free iPhone 8 because of same.
Reasonable: Wanting a restoral fee waived for an account that was suspended for non pay the day after Irma came ashore.
Unreasonable: Wanting a restoral fee waived for an account that was suspended for non pay a MONTH BEFORE Irma came ashore.
Reasonable: Asking nicely for a credit when I tell you two towers in your area are still down due to storm damage.
Unreasonable: Cussing me out becuase I won't give you the TWO FREE MONTHS of service you're demanding of me for the same issue as above.
Iphone is NOT a generic term!
It never fails. Customer calls because of problems with their iPhone. I spend ten minutes asking questions they seem somewhat confused about only for me to discover that the device in question is NOT an iPhone. It's a Samsung or an LG or some other non Apple device.
Here's a handy tip folks. Look at the back of your phone. If you don't see a GIANT APPLE there, you do NOT have an iPhone!
It happens with iPads too.
A Kindle Fire is not an iPad.
A Samsung Tab E is not an iPad.
An LG G Tab is NOT an iPad!
And for those of you who get mad at ME because YOU told me the wrong kind of device and now we have to start all over...I hope you get stabbed by a cactus.
In which the messenger gets shot...repeatedly
Okay, read the following scenario and tell me how much of this I had control over:
Lady calls in, phone is broken. It's also out of warranty so she says, but she thinks she has insurance and can I please confirm that for her.
No, I can't. Why? She can't verify the account. Okay, well then I can tell her how much the deductible would be? Yes, I can give her a general idea. Specifics? No, not that because she can't verify the account. Can I use anything else to verify her? No. Can I give her a hint about the passcode? No. Can I reset the passcode for her? No, because she is NOT the account holder. He won't mind she says, just go ahead and do it. Uhhh, my bank account will mind lady because that's a really quick way to get my ass fired. Not gonna happen. So then she asks how she can reset the passcode only for me to reiterate again that she CAN'T because (say it with me now), she's NOT THE ACCOUNT HOLDER.
She then says "well, you're pretty freaking useless aren't you?" and hangs up.
She is correct is the sense that I pretty much did do nothing but only because that was about all I COULD do thanks to her being totally unprepared when calling in.
And she'll probably bury me on the survey if she gets one too. Fortunately, my manager is understanding and won't chew me out about said survey because as previously established there was NOTHING I COULD DO.
How do you people get through life??
I firmly believe anyone who buys a smart device should have to pass a test demonstrating they are reasonably competent with using it. Almost every day I talk to people who:
- Cannot find their power/lock button
- Have no F%$^ing clue what a home button is
- Do not know how to turn wifi on (or off)
- Do not how to get to their settings
- Do not know how to login into email
- Have no idea what a Play Store or App Store is
- Have no idea what "signal bars" are or where to find them.
I'm sure I could make this list longer but you get the point. I get not being able to do the more advanced stuff but these are really basic things right here akin to not knowing where the wheels are on your car or how to put your key in the ignition.
I never read that so it doesn't apply to me
Okay, let's review:
- You admit you got a tablet at a <Red Checkmark> store a few months ago
- You also admit that you did NOT read all the fine print before signing for it nor did you apparently notice the email confirmation we sent or the mailed letter verifying the account changes, nor did you bother to review your receipt after you left the store.
- As a result, you never saw the part of the fine print that stated you were agreeing to a contract and if you want to cancel before your term is up, you need to pay a termination fee.
So now you're arguing with me that I should waive the fee because you "never agreed to it". Okay bro, let's get this straight: Just because you didn't read something you signed does NOT mean you didn't agree to it! By signing it, you AGREED TO IT. No it doesn't have to be stated verbally. No, it's not a bait and switch. No, we're not trying to screw you. No, you can't amend the contract.
Oh so now you want to go to court to fight the fee? Good luck with that.
Short but stupid
This is a paraphrasing of a call I get often:
SC: How come you have no signal in Smallville, USA?
Me: Well according to our coverage maps Smallville is a very rural wooded area about 30 miles from the middle of nowhere.
SC: SO?
Me:
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