Wait? What do you mean wait?
SC: Yeah I just preordered an iphone 6 plus and I see here I might not get it until November? What's going on here?
Me: I'm not sure of the exact reasons but you can blame Apple. They make the phones, they set the shipping timeframes. Unfortunately we aren't expecting many of the pluses to be delivered for at least another month and half.
SC: What about a regular iphone 6? Those are out next week right?
Me: The release date is next week, but we are currently estimating delivery on those to be around the first or second week of October.
SC: What? That's ludicrous! That's false advertising! It's supposed to come out on the 19th.
Me: It DOES sir but you see there's only so many phones that will be available on the 19th and the have all been claimed on earlier preorders.
SC: So what can I do to get an iPhone on the 19th?
Me: Short of camping out at a <red checkmark> store or Best Buy, not much I'm afraid.
SC: Unacceptable! I tell you what, I'll pay $100 more for it and you can bump someone out of the line so I can get it on the 19th.
Me: I can't do that sir. I could lose my job if I did.
SC: I don't care! You need to find a way to get me that phone on the 19th.
Me: I'm afraid there isn't one.
SC: You know what? I'm done. Done wasting my time with a useless rep like you. I'll call back later and get someone who KNOWS what they're doing! *click*
What do you mean wait? 2 - Now with extra entitlement!
SC: It is my understanding that the iphone plus I preordered won't be delivered until November.
Me: I'm afraid so. It's an Apple supply issue. Not much we can do about it.
SC: Well you see, one of my phones stopped working last week and I wanted to get the iphone 6 to replace it. I was hoping that since the phone comes out on the 19th I'd only be without one for a few days but now it seems like it will be a lot longer.
Me: I apologize sir, but there's nothing we can do about that.
SC: Well actually there is. I refuse to pay for time I don't have a working phone and I would like you to credit my account $300 to cover my services between now and November.
(record scratch)
Me: I'm sorry, I'm not sure I understood. Could you repeat that?
SC: *sigh* I said I refuse to pay for services I cannot use and since I won't be able to use them between now and November I would like a credit for that time. Based on my calculations it comes out to around $312.44 but I will settle for $300.
Me: We can't give you any credit sir. It's not our fault your phone broke and it's also not our fault that you have to wait for the iphone. We are not Apple, we are not responsible for the shipping arrangements.
SC: As far as I'm concerned you sold me a defective phone in the first place. I had problems with it almost from the beginning. Apple might make the phone but I don't pay $200 a month to Apple, I pay it to you people and I will not pay for service I don't have.
Me: Actually you do have it.
SC: Excuse me?
Me: Your services are working fine at the moment you just don't have a phone that can use them.
(I almost swear I can here gritting teeth on the other end of the line)
SC: I cannot use them because you sent me a malfunctioning phone.
Me: I'd be happy to help get your phone working.
SC: I already told you, it stopped working last week, there's nothing that can be done with it. The only thing I need from you is to get me my $300 credit and if you can't do it, stop wasting my time and get me someone who can.
Me: Give a moment to bring a supervisor on the line.
Not sure you can tell from it being in written form, but this guy was seriously snooty.
Waste Management
SC: So I just finished my iphone preorder and I see that not only is my monthly rate going up, I also have to pay a $36 upgrade fee?
Me: Does this line have a contract on it right now?
SC: No.
Me: But it will after you upgrade?
SC: Yes, of course.
Me: In that case yes, your monthly rate will increase due to you going under a contract and you will be charged a standard fee in addition to that. If you don't want to pay the fee, you can use our SHARP installment program to get the phone.
SC: No, I'm not going to be doing that, but I'm sure as hell not paying this fee. I want it waived and I want it waived now.
Me: Unless the fee was caused by a <red checkmark error>, we cannot waive it.
SC: Unacceptable, waive the fee!
Me: I can't.
SC: Either you waive that fee or I cancel this order and your commission walks out the door!
Me: This is not about my commission sir. The upgrade fee is not up for negotiation, I could be fired if I did so. (Note: that statement is true. Back in the day we used to give activation fees out like candy, now the company is VERY strict about them being waived in any circumstance)
SC: Unreal. This is wrong, this is completely wrong. How can you do this? What kind of criminal operation do you have going over there? How can you get away with charging me through the nose for a damned phone? You think I'm just going to roll over and pay all these damned fees! F*** <red checkmark> and F*** you, you're not getting one penny out of me!
Note: Immediately after this call I dispatched <red checkmark> thugs Antonio "Apple-sauce" Palazzo and Vinny "4G" Bartolli to "deal" with the situation.
I also wanted to respond to something from my previous thread:
The three call centers I've worked at have all had a "3 strikes" rule. Simply put, if you call in cursing up a storm and refuse to calm down and let us try and help you, we give you two stern warnings. The third infraction, depending on the policy at the time, will either get you a disconnect or sent straight to manager (who will most likely then disconnect you).
Me personally? I understand people cuss when they get frustrated. I've had people drop F-bombs on the line with me before. If it's just a few words and I can tell they are visibly upset and trying to work with me I let it go. Rarely do I get the super abusive SC who just wants to swear non-stop.
Your final point is spot on. Disconnecting a caller who swears is an easy out for reps who both don't like to deal with angry callers and are trying to maintain a low average handle time.
SC: Yeah I just preordered an iphone 6 plus and I see here I might not get it until November? What's going on here?
Me: I'm not sure of the exact reasons but you can blame Apple. They make the phones, they set the shipping timeframes. Unfortunately we aren't expecting many of the pluses to be delivered for at least another month and half.
SC: What about a regular iphone 6? Those are out next week right?
Me: The release date is next week, but we are currently estimating delivery on those to be around the first or second week of October.
SC: What? That's ludicrous! That's false advertising! It's supposed to come out on the 19th.
Me: It DOES sir but you see there's only so many phones that will be available on the 19th and the have all been claimed on earlier preorders.
SC: So what can I do to get an iPhone on the 19th?
Me: Short of camping out at a <red checkmark> store or Best Buy, not much I'm afraid.
SC: Unacceptable! I tell you what, I'll pay $100 more for it and you can bump someone out of the line so I can get it on the 19th.
Me: I can't do that sir. I could lose my job if I did.
SC: I don't care! You need to find a way to get me that phone on the 19th.
Me: I'm afraid there isn't one.
SC: You know what? I'm done. Done wasting my time with a useless rep like you. I'll call back later and get someone who KNOWS what they're doing! *click*
What do you mean wait? 2 - Now with extra entitlement!
SC: It is my understanding that the iphone plus I preordered won't be delivered until November.
Me: I'm afraid so. It's an Apple supply issue. Not much we can do about it.
SC: Well you see, one of my phones stopped working last week and I wanted to get the iphone 6 to replace it. I was hoping that since the phone comes out on the 19th I'd only be without one for a few days but now it seems like it will be a lot longer.
Me: I apologize sir, but there's nothing we can do about that.
SC: Well actually there is. I refuse to pay for time I don't have a working phone and I would like you to credit my account $300 to cover my services between now and November.
(record scratch)
Me: I'm sorry, I'm not sure I understood. Could you repeat that?
SC: *sigh* I said I refuse to pay for services I cannot use and since I won't be able to use them between now and November I would like a credit for that time. Based on my calculations it comes out to around $312.44 but I will settle for $300.
Me: We can't give you any credit sir. It's not our fault your phone broke and it's also not our fault that you have to wait for the iphone. We are not Apple, we are not responsible for the shipping arrangements.
SC: As far as I'm concerned you sold me a defective phone in the first place. I had problems with it almost from the beginning. Apple might make the phone but I don't pay $200 a month to Apple, I pay it to you people and I will not pay for service I don't have.
Me: Actually you do have it.
SC: Excuse me?
Me: Your services are working fine at the moment you just don't have a phone that can use them.
(I almost swear I can here gritting teeth on the other end of the line)
SC: I cannot use them because you sent me a malfunctioning phone.
Me: I'd be happy to help get your phone working.
SC: I already told you, it stopped working last week, there's nothing that can be done with it. The only thing I need from you is to get me my $300 credit and if you can't do it, stop wasting my time and get me someone who can.
Me: Give a moment to bring a supervisor on the line.
Not sure you can tell from it being in written form, but this guy was seriously snooty.
Waste Management
SC: So I just finished my iphone preorder and I see that not only is my monthly rate going up, I also have to pay a $36 upgrade fee?
Me: Does this line have a contract on it right now?
SC: No.
Me: But it will after you upgrade?
SC: Yes, of course.
Me: In that case yes, your monthly rate will increase due to you going under a contract and you will be charged a standard fee in addition to that. If you don't want to pay the fee, you can use our SHARP installment program to get the phone.
SC: No, I'm not going to be doing that, but I'm sure as hell not paying this fee. I want it waived and I want it waived now.
Me: Unless the fee was caused by a <red checkmark error>, we cannot waive it.
SC: Unacceptable, waive the fee!
Me: I can't.
SC: Either you waive that fee or I cancel this order and your commission walks out the door!
Me: This is not about my commission sir. The upgrade fee is not up for negotiation, I could be fired if I did so. (Note: that statement is true. Back in the day we used to give activation fees out like candy, now the company is VERY strict about them being waived in any circumstance)
SC: Unreal. This is wrong, this is completely wrong. How can you do this? What kind of criminal operation do you have going over there? How can you get away with charging me through the nose for a damned phone? You think I'm just going to roll over and pay all these damned fees! F*** <red checkmark> and F*** you, you're not getting one penny out of me!
Note: Immediately after this call I dispatched <red checkmark> thugs Antonio "Apple-sauce" Palazzo and Vinny "4G" Bartolli to "deal" with the situation.
I also wanted to respond to something from my previous thread:
Quoth Shyla
View Post
Me personally? I understand people cuss when they get frustrated. I've had people drop F-bombs on the line with me before. If it's just a few words and I can tell they are visibly upset and trying to work with me I let it go. Rarely do I get the super abusive SC who just wants to swear non-stop.
Your final point is spot on. Disconnecting a caller who swears is an easy out for reps who both don't like to deal with angry callers and are trying to maintain a low average handle time.
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