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OK, some back story: To have our phone service you need to lease one of our modems. You can buy a modem that just does the internet, but the phone ones aren't for sale.
Guy calls in, he had just cable/net and upgraded to the cable/net/phone package we offer. He says the offer was quoted to him as bundle price + tax, but his bill has bundle price + tax + lease of modem (which is a whopping $3).
Now what I think happened is the guy purchased his own modem for the internet but as stated above, there is no option to do that for the phone. Sales Guy probably saw the internet on his account and assumed the guy was already paying the $3. It's uncommon enough for people to own their modems so it's not something that you would automatically notice.
So I apologize to the guy for any miscommunication, but the $3 is required. Before I could offer any solution, he pipes up with WELL I THINK YOU OUGHT TO WAIVE IT FOR THE NEXT YEAR!" Uhh, no. Not only can't I do that, there's no way in hell I would. So I offer the guy my original plan of waving the charges for this month (hey, it was our mistake after all) but instead the guy starts reading off legit charges I can take off to "make things even" like his activation fee (which we can't credit under any circumstances) or fees for Directory Assistance calls (you made them, you pay for them). Funny how first $36 ($3 times 12) was his demand, then $29.95, until finally his DA fees (which was like $2) would "make things even". I flat out told him he was getting the current month lease fee back and that's all. After some minor grumbling, he was ok with it.
That's why I hate spineless managers, this guy went from basically asking for $66 in undeserved credit before accepting the $3 actually warranted. Most managers I've worked for would have just thrown the $66 at him from the start just to send him away.
Guy calls in, he had just cable/net and upgraded to the cable/net/phone package we offer. He says the offer was quoted to him as bundle price + tax, but his bill has bundle price + tax + lease of modem (which is a whopping $3).
Now what I think happened is the guy purchased his own modem for the internet but as stated above, there is no option to do that for the phone. Sales Guy probably saw the internet on his account and assumed the guy was already paying the $3. It's uncommon enough for people to own their modems so it's not something that you would automatically notice.
So I apologize to the guy for any miscommunication, but the $3 is required. Before I could offer any solution, he pipes up with WELL I THINK YOU OUGHT TO WAIVE IT FOR THE NEXT YEAR!" Uhh, no. Not only can't I do that, there's no way in hell I would. So I offer the guy my original plan of waving the charges for this month (hey, it was our mistake after all) but instead the guy starts reading off legit charges I can take off to "make things even" like his activation fee (which we can't credit under any circumstances) or fees for Directory Assistance calls (you made them, you pay for them). Funny how first $36 ($3 times 12) was his demand, then $29.95, until finally his DA fees (which was like $2) would "make things even". I flat out told him he was getting the current month lease fee back and that's all. After some minor grumbling, he was ok with it.
That's why I hate spineless managers, this guy went from basically asking for $66 in undeserved credit before accepting the $3 actually warranted. Most managers I've worked for would have just thrown the $66 at him from the start just to send him away.
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