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I take a fair number of billing calls so I've had people give me all kinds of crazy reasons for wanting a credit, but this guy takes the cake.
The problem: His wi-fi isn't working.
"Now wait!", you say, "That's not all that unreasonable, to ask for a credit if something isn't working".
You are correct, but there are several problems here:
1) He tells me the wi-fi works at his office and even at the Red Checkmark store he went to for troubleshooting, just not at home.
2) His wife's phone, also with our company, also cannot get wi-fi at home.
Now given these two bits of information it should be obvious to anyone with half a brain what the problem is: Either his home ISP (which is NOT Red Checkmark) OR his router is messed up. In other words, NOTHING whatsoever to do with the phone!
And there's also:
3) Part of the reason he wants a credit is due to "inconvenience" because he's had to call us multiple times to get this fixed.
He swears it has to be something with the phone, but the account notes clearly indicate that every time he's called about this we have tested the phone and it's been fine. Then we've told him to get a new router or call his ISP but he absolutely refuses to accept this.
So basically he wants a credit for inconveniencing himself.
I explained to him multiple times how he would in no way be getting a credit since his problem has NOTHING to do with the services Red Checkmark provides. I straight up told him: "Sir, that's like asking your bank to credit your account for a return Wal-Mart refused to accept."
He will not listen. He thinks that because the "internet on his computer" works just fine that it's NOT his ISP. Of course he fails to realize the problem is most likely the WIRELESS ROUTER. That router will of course, have no bearing on whether or not a WIRED connection will still work.
By the time I got done pulling out what little hair I had left, Mr. Give-me-a-credit-or-give-me-death asked for a manager.
Twenty minutes after going around in the same circles with my supervisor that he did with me, he finally clued in that we probably weren't going to give him a credit and he hung up.
These people wreck my soul sometimes.
The problem: His wi-fi isn't working.
"Now wait!", you say, "That's not all that unreasonable, to ask for a credit if something isn't working".
You are correct, but there are several problems here:
1) He tells me the wi-fi works at his office and even at the Red Checkmark store he went to for troubleshooting, just not at home.
2) His wife's phone, also with our company, also cannot get wi-fi at home.
Now given these two bits of information it should be obvious to anyone with half a brain what the problem is: Either his home ISP (which is NOT Red Checkmark) OR his router is messed up. In other words, NOTHING whatsoever to do with the phone!
And there's also:
3) Part of the reason he wants a credit is due to "inconvenience" because he's had to call us multiple times to get this fixed.
He swears it has to be something with the phone, but the account notes clearly indicate that every time he's called about this we have tested the phone and it's been fine. Then we've told him to get a new router or call his ISP but he absolutely refuses to accept this.
So basically he wants a credit for inconveniencing himself.
I explained to him multiple times how he would in no way be getting a credit since his problem has NOTHING to do with the services Red Checkmark provides. I straight up told him: "Sir, that's like asking your bank to credit your account for a return Wal-Mart refused to accept."
He will not listen. He thinks that because the "internet on his computer" works just fine that it's NOT his ISP. Of course he fails to realize the problem is most likely the WIRELESS ROUTER. That router will of course, have no bearing on whether or not a WIRED connection will still work.
By the time I got done pulling out what little hair I had left, Mr. Give-me-a-credit-or-give-me-death asked for a manager.
Twenty minutes after going around in the same circles with my supervisor that he did with me, he finally clued in that we probably weren't going to give him a credit and he hung up.
These people wreck my soul sometimes.
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