Typical scenario:
We send a customer a replacement phone. Policy then requires they send back the malfunctioning device within X amount of days or they are charged in full for the replacement.
Customer will later call us swearing up and down they sent the phone back and demanding we be nice enough to take that $500 charge off their account.
Our system will show no evidence the phone was returned (we have multiple ways to check), but the customer still SWEARS they sent it back and won't get off the line until they get their credit.
This creates a number of problems:
1. If our usual methods don't turn up proof the phone was returned, we have to contact our warehouse directly and see if they can verify the device is there. This takes time.
2. If the warehouse comes back and says it's not there, there's nothing we can do. The charge stands. This does suck for some customers because occasionally things do get lost/misdirected in the mail so they may in fact, be telling the truth when they say they sent it back.
3. Only a supervisor can waive the charge and only in certain situations (of course this doesn't happen much), so we end up with a lot of angry people who have to eat a $500 phone charge on their bill.
We send a customer a replacement phone. Policy then requires they send back the malfunctioning device within X amount of days or they are charged in full for the replacement.
Customer will later call us swearing up and down they sent the phone back and demanding we be nice enough to take that $500 charge off their account.
Our system will show no evidence the phone was returned (we have multiple ways to check), but the customer still SWEARS they sent it back and won't get off the line until they get their credit.
This creates a number of problems:
1. If our usual methods don't turn up proof the phone was returned, we have to contact our warehouse directly and see if they can verify the device is there. This takes time.
2. If the warehouse comes back and says it's not there, there's nothing we can do. The charge stands. This does suck for some customers because occasionally things do get lost/misdirected in the mail so they may in fact, be telling the truth when they say they sent it back.
3. Only a supervisor can waive the charge and only in certain situations (of course this doesn't happen much), so we end up with a lot of angry people who have to eat a $500 phone charge on their bill.
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