I had a lady chewing me out on the phone yesterday because she thought it was preposterous that she had to do a factory reset on her phone BEFORE we would warranty it out and send her another one.
Her main reason for not wanting to do the reset?
She already did one.
TWO MONTHS AGO.
So you mean to tell me that absolutely NOTHING has changed on your phone in TWO MONTHS?? Highly unlikely.
No, I don't care how long you've been with <red checkmark> or how much money you've spent with us.
At one point I tried to defuse her by saying "wouldn't you rather have a working phone in 15 minutes than have to wait four days for a replacement?"
Didn't work. She kept insisting we just send her out another phone. With free 2-day shipping of course.
I told her no as many ways as possible but she would not give up.
So then she asked for my manager who (GASP!) told her the EXACT SAME THING. Funny how that works isn't it?
Then she said she'd keep calling back until she got someone who would just do it for her and hung up.
BZZZT! WRONG MOVE! You're on our radar now lady. Both my manager and I are now monitoring your account and IF someone violates policy and replaces the phone for you, they will be in serious trouble. Not to mention we will put some lovely notes on your account REQUIRING you to go to the manufacturer for any further warranty service.
Hope you don't mind being without a phone for two weeks if that happens.
Her main reason for not wanting to do the reset?
She already did one.
TWO MONTHS AGO.
So you mean to tell me that absolutely NOTHING has changed on your phone in TWO MONTHS?? Highly unlikely.
No, I don't care how long you've been with <red checkmark> or how much money you've spent with us.
At one point I tried to defuse her by saying "wouldn't you rather have a working phone in 15 minutes than have to wait four days for a replacement?"
Didn't work. She kept insisting we just send her out another phone. With free 2-day shipping of course.
I told her no as many ways as possible but she would not give up.
So then she asked for my manager who (GASP!) told her the EXACT SAME THING. Funny how that works isn't it?
Then she said she'd keep calling back until she got someone who would just do it for her and hung up.
BZZZT! WRONG MOVE! You're on our radar now lady. Both my manager and I are now monitoring your account and IF someone violates policy and replaces the phone for you, they will be in serious trouble. Not to mention we will put some lovely notes on your account REQUIRING you to go to the manufacturer for any further warranty service.
Hope you don't mind being without a phone for two weeks if that happens.
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