Tweet
Twice this week I've had customers just completely go off the rails with me because they are being stubborn douches and basically getting in the way of fixing their problems.
- Douche #1 - Nice enough guy at the start, but then we got to the part where we'd have to do a master reset to fix his phone. Guy refuses to do the master reset, he doesn't want to lose his data. I assure him it can be backed up. NOT acceptable, he says, he wants me to find a way of fixing it without a reset.
Umm...what exactly do you think we've been doing for the past 15 minutes?? A reset is the last resort, we've already tried all possible options to fix it without having to do that and nothing has worked.
And now suddenly I'm useless, incompetent and don't know what the hell I am doing because I can't magically find some way to fix his phone without resetting it.
So we go around a couple of more times, guy is still refusing. So I straight up told him: "Sir, I have done everything I can. Because you are declining to go through with the reset we have no options on this. You can either complete the reset or simply put up with your phone the way it is."
Then he wanted a credit because suddenly <red checkmark> was "forcing" him to keep using a phone that wasn't working properly. DENIED!!
Then he wanted to speak to my manager. "Sorry, my manager does not take calls but you're welcome to send a written complaint."
Then he wanted to cancel his services, reasoning Short Run wireless had more reliable phones than we do.
- Douche #2 - This guy. OMG. He wants me to change one of his lines from one phone to a different phone while talking to me on said line AND he wants me to do so WITHOUT disconnecting the call or calling him back.
(I wish I was joking).
So we go around and around and around with me telling him what he wants is not physically possible. It can't be done. Oh the last rep told you we could do it? Well guess what, they were WRONG! Now you're saying I'm wrong and they aren't? Dude, I'm a manager. You don't get to be a manager while being wrong.
No, I can't transfer you back to the rep who told you that (as much as I'd LOVE to). No, I can't send you a free phone for the trouble I've caused you (seriously?).
Finally he told me if I can't do it for him then get him someone who can. I told him that'd be a neat trick, because there is NO ONE who can. He cussed me out and hung up.
I really hate people sometimes.
- Douche #1 - Nice enough guy at the start, but then we got to the part where we'd have to do a master reset to fix his phone. Guy refuses to do the master reset, he doesn't want to lose his data. I assure him it can be backed up. NOT acceptable, he says, he wants me to find a way of fixing it without a reset.
Umm...what exactly do you think we've been doing for the past 15 minutes?? A reset is the last resort, we've already tried all possible options to fix it without having to do that and nothing has worked.
And now suddenly I'm useless, incompetent and don't know what the hell I am doing because I can't magically find some way to fix his phone without resetting it.
So we go around a couple of more times, guy is still refusing. So I straight up told him: "Sir, I have done everything I can. Because you are declining to go through with the reset we have no options on this. You can either complete the reset or simply put up with your phone the way it is."
Then he wanted a credit because suddenly <red checkmark> was "forcing" him to keep using a phone that wasn't working properly. DENIED!!
Then he wanted to speak to my manager. "Sorry, my manager does not take calls but you're welcome to send a written complaint."
Then he wanted to cancel his services, reasoning Short Run wireless had more reliable phones than we do.
- Douche #2 - This guy. OMG. He wants me to change one of his lines from one phone to a different phone while talking to me on said line AND he wants me to do so WITHOUT disconnecting the call or calling him back.
(I wish I was joking).
So we go around and around and around with me telling him what he wants is not physically possible. It can't be done. Oh the last rep told you we could do it? Well guess what, they were WRONG! Now you're saying I'm wrong and they aren't? Dude, I'm a manager. You don't get to be a manager while being wrong.
No, I can't transfer you back to the rep who told you that (as much as I'd LOVE to). No, I can't send you a free phone for the trouble I've caused you (seriously?).
Finally he told me if I can't do it for him then get him someone who can. I told him that'd be a neat trick, because there is NO ONE who can. He cussed me out and hung up.
I really hate people sometimes.
Comment