Tweet
This is why I'm happy that this isn't my department:
(Please, no cable vs Satellite debating! 
)
Right now I'm listening to my boss talk to one of our satellite customers we just installed. He's a classic customer who's trying to use the "but I didn't know" line to get free stuff.
Backstory: When we sell our Satellite services, we tell you in detail what is and isn't included. There are things in writing, verbal explanations and we even have a form for the customer to sign about line of sight*.
This customer received, in writing, what was included (he got an HD Antenna Kit and 4 HD receivers. I know this because I've been hearing about this install for 2 days now. Sad.). He chose not to buy a DVR. Boss and CW asked him 3 times if he was SURE and he declined with gusto each time in addition to receiving the install invoice with the itemized equipment summary. He also signed the line of sight agreement. Also, he came over from another satellite company, and went from standard definition to HD and now thinks he's the satellite expert because he had satellite from another company.
Cut to yesterday when CW comes back to me and Boss to say that the customer was flipping out on our installer because line of sight was NOT good and we needed to install a pole. So after much bantering back and forth, we decide to just install the fool pole for free. He was getting a lot of stuff, even without the DVR, and we figured it would be good customer service. Besides, we didn't want to loose the install. Even after we give him this pole for free, he's still complaining that it had to be installed. Keep in mind that he preferred the pole over cable and that he was given the opportunity for a full refund.
I'm listening to this transaction yesterday twitching because I know deep in my heart that this will not be the end of this guy.
So, we get to now and the reason I'm writing this. He's talking to Boss on the phone right now. He wants to know why we gave him a non-working DVR; he was trying to record and couldn't get it to come on. If you remember, he declined the DVR both verbally and in writing. So, he doesn't have ANY DVR, working or not working.
Boss is explaining (again) that a DVR wasn't included in his install because he declined one repeatedly. Customer keeps insisting that he was never told about a DVR option, despite invoices stating otherwise. Boss offered him a discounted DVR just to shut him up, but this guy wants one for free, of course. He keeps threatening to disconnect service, which is a big deal for us because it costs us a lot of money when someone backs out of a contract.
He's under the impression that the poor line of sight is OUR fault and we should give him free equipment for the inconvenience of having to install a pole. We keep trying to tell him that his old company needed a different line of sight AND that it was standard def, so everything has changed. Oy.
To his credit, Boss isn't backing down easily, even with Customer threatening to call his lawyer friend (paperwork and the Satellite company are on our side, so it didn't even phase him). But, we're now in the situation to where we'd be better off giving a guy an HD DVR for free instead of loosing an install.
I hate people like this- you're going to cause a scene because you want stuff for free. We aren't the satellite company, we're just a small business that sells it for the satellite company. People like this really hurt us. Thankfully, we don't get them often. I love my parts and IT cave. :P
*Line of sight is where the antenna has to be facing the right direction and have a clear path so it can pick up the satellite signal. What we have them sign is an understanding that if we can't get a good line of sight, we will have to either cancel the install (with refund) or find another place for the antenna. If this involves installing a pole, we have to charge for it. Included in the signed understanding is the cost for the install of a pole. If a pole has to be installed, we have to go back a day later after the cement sets to complete the install.
It's also important to note that different satellite companies have different line of sight needs. ALSO, HD affects it as well; it's much more rigid than standard definition.
)Right now I'm listening to my boss talk to one of our satellite customers we just installed. He's a classic customer who's trying to use the "but I didn't know" line to get free stuff.
Backstory: When we sell our Satellite services, we tell you in detail what is and isn't included. There are things in writing, verbal explanations and we even have a form for the customer to sign about line of sight*.
This customer received, in writing, what was included (he got an HD Antenna Kit and 4 HD receivers. I know this because I've been hearing about this install for 2 days now. Sad.). He chose not to buy a DVR. Boss and CW asked him 3 times if he was SURE and he declined with gusto each time in addition to receiving the install invoice with the itemized equipment summary. He also signed the line of sight agreement. Also, he came over from another satellite company, and went from standard definition to HD and now thinks he's the satellite expert because he had satellite from another company.
Cut to yesterday when CW comes back to me and Boss to say that the customer was flipping out on our installer because line of sight was NOT good and we needed to install a pole. So after much bantering back and forth, we decide to just install the fool pole for free. He was getting a lot of stuff, even without the DVR, and we figured it would be good customer service. Besides, we didn't want to loose the install. Even after we give him this pole for free, he's still complaining that it had to be installed. Keep in mind that he preferred the pole over cable and that he was given the opportunity for a full refund.
I'm listening to this transaction yesterday twitching because I know deep in my heart that this will not be the end of this guy.
So, we get to now and the reason I'm writing this. He's talking to Boss on the phone right now. He wants to know why we gave him a non-working DVR; he was trying to record and couldn't get it to come on. If you remember, he declined the DVR both verbally and in writing. So, he doesn't have ANY DVR, working or not working.
Boss is explaining (again) that a DVR wasn't included in his install because he declined one repeatedly. Customer keeps insisting that he was never told about a DVR option, despite invoices stating otherwise. Boss offered him a discounted DVR just to shut him up, but this guy wants one for free, of course. He keeps threatening to disconnect service, which is a big deal for us because it costs us a lot of money when someone backs out of a contract.
He's under the impression that the poor line of sight is OUR fault and we should give him free equipment for the inconvenience of having to install a pole. We keep trying to tell him that his old company needed a different line of sight AND that it was standard def, so everything has changed. Oy.
To his credit, Boss isn't backing down easily, even with Customer threatening to call his lawyer friend (paperwork and the Satellite company are on our side, so it didn't even phase him). But, we're now in the situation to where we'd be better off giving a guy an HD DVR for free instead of loosing an install.
I hate people like this- you're going to cause a scene because you want stuff for free. We aren't the satellite company, we're just a small business that sells it for the satellite company. People like this really hurt us. Thankfully, we don't get them often. I love my parts and IT cave. :P
*Line of sight is where the antenna has to be facing the right direction and have a clear path so it can pick up the satellite signal. What we have them sign is an understanding that if we can't get a good line of sight, we will have to either cancel the install (with refund) or find another place for the antenna. If this involves installing a pole, we have to charge for it. Included in the signed understanding is the cost for the install of a pole. If a pole has to be installed, we have to go back a day later after the cement sets to complete the install.
It's also important to note that different satellite companies have different line of sight needs. ALSO, HD affects it as well; it's much more rigid than standard definition.
Comment