What did you think you were paying for?

[Kiwi]

We had a customer come in today upset that the "extended care plan" she purchased at our store in Jan 2012 couldn't be returned.

She had brought the premiere package and was angry no one had ever told it was for 3 years (it said so in the fine print) and had used the repair function of it TWICE but was angry we had asked she back up her data (photos/ contacts) before the phone was sent in for repair. On this package you get unlimited repairs and up to two replacements with an upgrade. I know because I shattered my phone screen today at work and tomorrow I get to pick out a new phone because I also have this exact plan.

She now wanted to upgrade her phone and wanted to cancel the policy, the phone was still working like new she just wanted an iphone instead of her blackberry. But boo hoo she doesn't want to pay for her contract and we are SOOOOOOOOOO mean making her pay for it.

The said the salesman who sold it to her never explained it (I know him personally and he has a script he says to every single customer about the different care plans) and she thought that the $9/ month was a once off fee. To buy these plans you have to sign a screen that says "I agree to this psp plan for a term of 36 months, I have 30 days to cancel" but apparently that wasn't good enough, nor was the term and conditions provided to her or the receipt which also explains it. Not to mention the hotline we provide for questions.

She honestly thought she could pay $9 once and get her phone replaced and repaired.....for the life of the phone.

Of course she called her credit card and they told her she "wasn't the only one unhappy about these charges" Never mind that we are told over and over as sales people that we have to inform the customer the different levels of packages, that the terms are posted 3 times for them and that they have thirty days to cancel. Never mind that though, WE are the ripoff artists....

She kept saying "I should have been told!"
YOU WERE, THREE TIMES!

[Kittish]

Don't you wish you could say to these people, "You WERE told, you weren't listening. Your lack of listening skills does NOT exempt you from responsibility for your choices. Now shut it!"

[dakhur]

While working for the White Rabbit I had 3 people claim that they were unaware of the extra money for the super-dooper damage claim. But heaven forbid if you claimed they didn't have the extra attached. Try it some time and see how fast they scream and yell that they purchased it.

[bhskittykatt]

As Bossman recently said, "You can tell a customer that there's a million bucks behind them and they won't turn around because they do not listen."

[barainga]

Don't you wish you could say to these people, "You WERE told, you weren't listening. Your lack of listening skills does NOT exempt you from responsibility for your choices. Now shut it!"

I wanted to do this SO many times at the call center I worked at.

Had a call, guy called in and wanted a little over two years credit for roadside assistance cause it was on his daughters line. Over two years.

[Syriilord]

As Bossman recently said, "You can tell a customer that there's a million bucks behind them and they won't turn around because they do not listen."

But they will hear that, because you're telling them there's OMG FREE MONEY!

They won't, however, hear the part where they are legally obliged to spend it all in your store before leaving.... cue them attempting to leave with a large pile o' cash

[raudf]

Once had a customer complain about getting the service contract for her stove and she wanted it refunded because she didn't know it wouldn't cover being dropped out the back of her truck when she failed to have it tied down. The contract had a clause stating that customer stupidity abuse wasn't covered. We did occasionally make exceptions, but only if the customer wasn't a complete cursing jerk to us.

Then there was the person who wanted a refund for their contract because they never used it... after having two yearly maintenance done. Nope, that is what the contract is for!

I won't post my complaints about "Evergreen" contracts, which auto-renewed before they expired. Nor will I complain about the jackass store reps who would fail to tell the customer about this kind of contract or lying about what contracts covered. (Even though the contract receipt and booklet explained EVERYTHING.)

[MoonCat]

Oh, she "wasn't the only one unhappy with it", huh? That's understandable, as her failure to read and comprehend what she was signing is not at all unusual. However, that doesn't mean that contract is not legally binding.

[BroSCFischer]

I wonder how many people get their CC company to reverse the charges, and then are upset when their service is cut off for non-payment. Or their credit is suddenly in the toilet, and they can't finance a goldfish, let alone any bigger ticket items they were looking at.

SC