Customer standard time again...
Guy was on an unlimited data plan and decided to change to one of our tiered data plans because it would lower his bill. Now he's started going over data and he's unsatsified with the tiered plan and wants his unlimited plan back.
He changed plans back in January....2014!
Sorry sir, once you move away from a grandfathered plan you can't go back, that's kind of how grandfathering works. If you have it, you can keep it, but if you change it...
Sure, go ahead and sue us. I'm sure the court will be happy to make us put that unlimited plan right back on there!!
I... huh... WHA?!?!
This one started off simple enough: Customer wanted to do a warranty exchange for a phone he bought at Wal-Mart that now isn't working.
But there's a problem: He's already returned the phone...to Wal-Mart.
No, he says, that's not a problem at all! All we need to do is send him out another phone and contact Wal-Mart to get his old phone back.
I wish I was making this up. So I explained to him, first in gentle, then in more firm terms how we can't, you know, complete a warranty exchange without something to exchange but he was having none of it.
So then he asked for my manager. And then he asked for his Manager.
Finally, after being told No approximately 387 times he hung up on us.
When I checked back on the account before going home that day, he'd already called back 8 times.
Actions have consequences? How about that!
It amazes me the number of times people say to me "well I'm not paying that" or "I refuse to pay for that" followed by a brief silence as if their scary threat to not pay will somehow make me magically say: "Oh you're not going to pay it? No problem, I'll just credit that charge for you!"
I'm sorry, but reality does NOT work that way!
If a charge is valid, it's valid. It matters not that you don't want to pay. And your line of argument about how we're a multibillion dollar company that can afford to eat the charges? Also a huge fail. You think we made all those billions by NOT charging people?
My favourite was the one guy who had ported his lines to Death Star Wireless, leaving behind a $3500 plus bill (due to equipment fees) that he was not going to pay a penny of and so help me God if my company had the audacity to send him to collections or ding his credit report over that. I swear he threatened to sic every regulatory and law enforcement agency this country has on us over this.
Best of luck to you on that, my dimwitted friend!
Thank yew fur callin Red Checkmirk...
We had a customer demand to speak to a manager because she didn't care for the reps accent.
I kid you not. The rep in question had a Texas accent that I happen to like.
Yep, of all the things this customer could possibly get pissed off about, that's the one she chose.
Call centers are a strange world, folks.
Guy was on an unlimited data plan and decided to change to one of our tiered data plans because it would lower his bill. Now he's started going over data and he's unsatsified with the tiered plan and wants his unlimited plan back.
He changed plans back in January....2014!
Sorry sir, once you move away from a grandfathered plan you can't go back, that's kind of how grandfathering works. If you have it, you can keep it, but if you change it...
Sure, go ahead and sue us. I'm sure the court will be happy to make us put that unlimited plan right back on there!!
I... huh... WHA?!?!
This one started off simple enough: Customer wanted to do a warranty exchange for a phone he bought at Wal-Mart that now isn't working.
But there's a problem: He's already returned the phone...to Wal-Mart.
No, he says, that's not a problem at all! All we need to do is send him out another phone and contact Wal-Mart to get his old phone back.
I wish I was making this up. So I explained to him, first in gentle, then in more firm terms how we can't, you know, complete a warranty exchange without something to exchange but he was having none of it.
So then he asked for my manager. And then he asked for his Manager.
Finally, after being told No approximately 387 times he hung up on us.
When I checked back on the account before going home that day, he'd already called back 8 times.
Actions have consequences? How about that!
It amazes me the number of times people say to me "well I'm not paying that" or "I refuse to pay for that" followed by a brief silence as if their scary threat to not pay will somehow make me magically say: "Oh you're not going to pay it? No problem, I'll just credit that charge for you!"
I'm sorry, but reality does NOT work that way!
If a charge is valid, it's valid. It matters not that you don't want to pay. And your line of argument about how we're a multibillion dollar company that can afford to eat the charges? Also a huge fail. You think we made all those billions by NOT charging people?
My favourite was the one guy who had ported his lines to Death Star Wireless, leaving behind a $3500 plus bill (due to equipment fees) that he was not going to pay a penny of and so help me God if my company had the audacity to send him to collections or ding his credit report over that. I swear he threatened to sic every regulatory and law enforcement agency this country has on us over this.
Best of luck to you on that, my dimwitted friend!
Thank yew fur callin Red Checkmirk...
We had a customer demand to speak to a manager because she didn't care for the reps accent.
I kid you not. The rep in question had a Texas accent that I happen to like.
Yep, of all the things this customer could possibly get pissed off about, that's the one she chose.
Call centers are a strange world, folks.
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