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  • Ummm, you don't get to decide that...

    Call comes in from a guy upset because his iPhone wasn't working. Common enough, but this guy has a rep from Apple on the line with him as the call comes in. Also not unheard of but usually the rep from the other company just drops the customer off with me and away we go.

    Not this guy.

    AR (Apple Rep): Hi there! My name is Josh Smith and I'm an iPhone specialist, I have a Mr. Jones on the line. Are you there Mr. Jones?
    SC: Yes, I'm here.
    AR: He's been very upset with issues he's been having with his iPhone. I've sent out a replacement for him but here's the problem: He was charged $150 in data overages on his bill last month and he's convinced the problems with his phone had something to do with it. I can't prove that, but he's very insistent.
    Me: I understand, I can definitely address the bill with him, now if you could--
    AR: Great! I'd like you to give him a $100 credit for his troubles.
    Me: (*record scratch*) Um, excuse me?
    AR: I'm sorry, did the line cut out?
    Me: I don't think so but it sounded like you said you wanted me to credit him $100.
    AR: I did. Is that a problem?
    Me: Well, yes.
    SC: What the hell? WHY???
    Me: I can't just put a credit on the account because someone tells me to. I need to review the charges and review the account and determine if a credit is needed.
    AR: (condescendingly) Well I'm telling you it's needed.
    SC: Right, you heard the man, now give me my credit!
    Me: Mr. Jones, I'm more than happy to help you but I can't just hand you a credit, Josh(AR) if you'll drop off the line I promise you I will get Mr. Jones taken care of.
    AR: Nope.
    Me: Excuse me?
    AR: I can't drop the call. Customer wants me to remain on the line until he gets his credit.
    SC: DAMN RIGHT!
    Me: Once again, I can't guarantee a $100 credit because I need to review the account to determine if any credit is warranted.
    AR: Look, I'm vouching for the guy here. I'm telling you it's warranted. Other <Red Checkmark> reps do it for me.
    Me: Well then other <Red Checkmark> reps aren't doing their job correctly. Look AR, I appreciate you going to bat for the customer and I'm sure he appreciates it too but if you could please drop off this call I promise I will take care of this.
    AR: I'm sorry I can't do that. He wants me to stay.
    Me:(SERIOUSLY about to lose my cool) Where is your call center located Josh?
    AR: I can't tell you that.
    Me: Oh? And why not?
    AR: Policy. I'm not required to give it out.
    Me: Okay, do you have an employee ID?
    AR: Not required to give that out either.
    SC: Enough of this bullshit! Can I get my credit already?
    Me: Not just yet. I apologize for the delay SC but I really need AR to drop off the line before we can continue.
    AR: I already told you I'm not.
    Me: Either you drop off this call or this call is over.
    AR: WHAT?
    Me: I CANNOT discuss private account information with an unauthorized third party on the line, even if that third party is one of our business partners. You have to go before I can review the account and discuss the credit with Mr. SC.
    AR: Dude, just give the guy his credit! Why must you drag this out??
    SC: Yeah, come on I ain't got all day!
    Me: AR, drop off this call and I will talk to the SC about the credit.
    AR: Can't do it. Customer requested I stay on the line.
    Me: Fine, we'll do it your way. *CLICK*

    ...Call SC back...

    SC: WHAT THE HELL DID YOU DO THAT FOR??
    Me: Because as I said previously I can NOT discuss private account information with anyone aside from you and those authorized on your account for me to do so.
    SC: Fine, I authorize that guy to act on my behalf.
    Me: While you can do that if you want I would strongly advise against it. Also, regardless we can't do it on three way, you'd have to have him call us directly on your behalf.
    SC: OH MY GOD!! Why must you make this so hard? Just give me my fucking credit already!!
    Me: I can't do that yet, not without reviewing your account. Will you give me a moment to do that?
    SC: NO! I've wasted enough time on this call. Either give me the credit or I will cancel and go to your competition!
    Me: Fair enough, what day do you want the cancellation effective?
    SC: *CLICK*

    Needless to say after this call I put together a very thorough incident report and sent it to our Fraud/Ethics team as I feel there's a good chance AR wasn't an actual Apple Rep at all. If he is, then he deserves to be out of a job or at least sternly disciplined for his actions.

    I'll post an update on that if I get one.

    Also after the call ended I finally did the long awaited account review on Mr. SC. Guess who got a $75 credit for data charges four weeks ago?
    Last edited by CrazedClerkthe2nd; 05-28-2016, 05:17 PM.
    "If we refund your money, give you a free replacement and shoot the manager, then will you be happy?" - sign seen in a restaurant

  • #2
    Does anyone else here smell serial scammer?

    And I would LOVE to know exactly who AR really is - friend, sibling, paid actor, psycho? Somehow I doubt he's a real AR.

    Please keep us updated, I don't think this SC will be giving up anytime soon...

    Comment


    • #3
      "Heh, my buddy called the store and pretended to be a rep, and he got a $75 credit! HA! We're going to call them again and get $100 this time!!!!"
      - They say nothing good happens at 2AM, they're right, I happen at 2AM.

      Comment


      • #4
        Quoth Argabarga View Post
        "Heh, my buddy called the store and pretended to be a rep, and he got a $75 credit! HA! We're going to call them again and get $100 this time!!!!"
        Yeah, I'm thinking pretty much this. I should have some kind of an update on Tuesday when our fraud teams are back working at full capacity.

        I also PLASTERED that account with FRAUD alerts and such. If he and his friend/Apple Rep are dumb enough to try and pull this with someone else they won't get anywhere.

        And even if a credit did get put on, guess who has the power to reverse it?
        "If we refund your money, give you a free replacement and shoot the manager, then will you be happy?" - sign seen in a restaurant

        Comment


        • #5
          Quoth CrazedClerkthe2nd View Post

          And even if a credit did get put on, guess who has the power to reverse it?
          I shut down all my entitlement whored customers who prefer to yell demands in my ear rather than talk professionally by sending their unpaid debt straight to the collection agency without passing go. Sometimes I'll wish them a pleasant renegotiation on their mortgage, but only after I hang up on them mid-swear.

          The lesson I've learned in life is that I'm always happiest when I don't take shit from anyone. Hence, I save my compassion for those I love and dissolve my anger through revenge. Taking down those who think they can be as mean to me as they want because they're the customer, don't realize how cathartic it is to use my power to destroy their credit. And there's nothing they can do about it, with the added bonus that they also lose their service and can't get it back with anyone else in the business because they need good credit to be approved.

          Who the boss now?!

          Comment


          • #6
            I probably would have said, "Because I cannot give you the credit and the Apple rep said we would, Apple will kindly give you the $100 requested credit in the form of a check or purchase toward an Apple-product".

            Even after not giving the call center or operator ID, I would have called BS and hung up then and there.

            Comment


            • #7
              Any further word on this?

              Comment


              • #8
                Really do not believe it was a real Apple rep. I know people who have worked for AppleCare and they have metrics like any other support rep. For the Apple rep to spend time on the phone with Verizon would seriously lengthen the call and he would get dinged for the long call.

                Comment


                • #9
                  Update: Surprise, surprise, the guy was NOT an Apple Rep. We cross referenced the SCs phone number and his device serial number against Apple records and he hasn't called them in at least 3 months.

                  After he hung up on me, he tried three more times to get his $100, failing each time.

                  The guys account is still flagged and now requires manager override for ANY credits.
                  "If we refund your money, give you a free replacement and shoot the manager, then will you be happy?" - sign seen in a restaurant

                  Comment


                  • #10
                    Quoth panamared View Post
                    I shut down all my entitlement whored customers who prefer to yell demands in my ear rather than talk professionally by sending their unpaid debt straight to the collection agency without passing go. Sometimes I'll wish them a pleasant renegotiation on their mortgage, but only after I hang up on them mid-swear.

                    The lesson I've learned in life is that I'm always happiest when I don't take shit from anyone. Hence, I save my compassion for those I love and dissolve my anger through revenge. Taking down those who think they can be as mean to me as they want because they're the customer, don't realize how cathartic it is to use my power to destroy their credit. And there's nothing they can do about it, with the added bonus that they also lose their service and can't get it back with anyone else in the business because they need good credit to be approved.

                    Who the boss now?!
                    Yikes. I hope this was just venting. I mean, we've all been there but ... yikes.

                    EDIT: And while I was yikes-ing I missed an awesome update. Yay CrazedClerk!
                    Last edited by wordgirl; 06-15-2016, 03:35 PM.

                    Comment


                    • #11
                      Quoth CrazedClerkthe2nd View Post
                      Update: Surprise, surprise, the guy was NOT an Apple Rep. We cross referenced the SCs phone number and his device serial number against Apple records and he hasn't called them in at least 3 months.
                      Is everyone else here absolutely SHOCKED to learn this?

                      Quoth CrazedClerkthe2nd View Post
                      The guys account is still flagged and now requires manager override for ANY credits.
                      Now we hope some idiot doesn't fail to read the flags and issues a credit...

                      Comment


                      • #12
                        Good on you to notice something fishy. I've had 3rd party websites call me up and ask to cancel because the customer changed his mind at the last minute. Usually we charge a late cancellation fee, but I usually waive it because I'm thrilled of one less adultbaby to take care of. But sometimes the rep is really annoying and says "are you sure you won't charge customer a fee? Are you sure? Are you really sure you're sure???" and I say "F*** off!" and charge them. Rep aren't customers so I can be rude! >=D Just kidding, I'm not that mean =P
                        Can't reason with the unreasonable.
                        The only thing worse than not getting hired is getting hired.

                        Comment


                        • #13
                          Hate to ask but has this clown given up?

                          Comment


                          • #14
                            Was the previous $75 credit reviewed for fraud too?
                            Figers are vicious I tell ya. They crawl up your leg and steal your belly button lint.

                            I'm a case study.

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