Tweet
I was just reading one of Gravekeepers old posts and was reminded of this sad little tale.
Insanity- attempting the same thing the exact same way under the exact same conditions and expecting different results.
Back ground. My brain was constantly being subjected to the stupidity that is a call center for cellphones. Worse yet I am a supervisor at said call center which means I do not receive overtime for my 60+ hours every week and am still subjected to morons on the phone in addition to my supervisory duties. I am slowly being killed by brain death one call at a time.
Floor support catches me as I come in the door... its 7AM. On a saturday. What a great start. Guy wants a new phone. Will not let them troubleshoot the device and does not want to talk to warranty when they open. Has had the phone for 5 months. Says the device is dropping calls, staticy blah blah blah. So I hang my coat up get my headset and wlak back to the agents desk where the call is at.
J- This is J im a supervisor Ive been told that you are wanting a replacement phone.
SC- Hello, yea... hello. yea my phone has been dropping calls. The longest call I can have is like 2 mins and it drops a call. Its all static and I cant hear.
J- Okay sir, Im sorry to hear that (we have to offer empathy) but Ill be happy to assist you as best I can today. Do you have the device with you?
SC- Yes I do. ( I already knew he did as we have caller ID... he has been on the phone for 40 mins at this point.. 2 min calls my ass)
J- Well, before we can look at replacement options we will need to trouble shoot the device to see if it is a network or a device issue.
SC- Ive been calling about this for months, we dont need to trouble shoot you need to send me a new phone. (He has not called in.. I looked at the notes.. he hasnt called in for 4 months)
J- I am not showing any notes in the account related to issues with your phone not working so I will have to troubleshoot the device.
SC- well im calling from the phone how are we supposed to do that?
J- DO you have another line I could call you right back at?
(He doesnt and we are now at 45 mins... call has not dropped.. I can hear him and he can hear me and there is no static)
J- Well sir if we cannot TS the device then I cannot offer any replacement options at this point. It is possible that our warranty department can send out another phone but it is unlikely they will do so without first TSing the phone.
SC- Listen.. I am a good customer. I pay my bill every month (true for once) I pay you guys a ton of money (not true) and I need a replacement today (also not true).
J- No matter what we cannot replace the phone today. As it can take up to a week for you to receive the replacement from warranty.
SC- So there is nothing you can do for me?
No sir.
Seriously?
yes sir
Really?
Yes.. there is nothing I can do today to get you a replacement phone today/
Seriously?
Correct.
No.. really?
Sir.. I cant possibly replace that phone today. It is physically impossible.
Seriously?
(This is the major headache at this point... I am not joking. The above goes on for 4 minutes straight. I finally stop answering as my temper is approaching 'I have your home address and name' levels.)
SC-.. really.......... .... are you still there?
J- Yes sir. I am still here.
SC- Well you stopped answering me.
J- Yes sir. The only option I have for you is to talk to warranty to see if they are willing to send out a replacement.
((After I talked to the inital rep I could tell this guy just doesnt like his phone and he wants a different one, there is NOTHING wrong with his phone))
SC- well can I do a warrnty exchange (WTF.. didnt I say we have a warranty dept you would need to talk to?)) cause I know T-Mobile.. they can send a warranty phone out.
J- Sir.. Youve alreayd delcined speaking to warranty. Several times. Yes, warranty can send out a replacement ( I was always careful to avoid the word new) but they probably wont without being able to TS the device.
SC- so they will send me a new phone.
J- No sir. They send out refurbished phones only and they are like for like exchanges. They can only replace your current phone.
SC- but I bought this phone new!
J- Yes.. but you will send it back used. So thats what they will send you.
SC- Fine.. Ill talk to warranty.
J- okay sir. I will have to give you the number as they do not open till xxx.
SC- No you will sit on this phone with me till they open.
J- No sir I cant do that. I have other customers that need me. I cannot and will not allow you to monopolize my time. So do you want the number or would like like the first person you spoke with to call you back and transfer you? ( im not sure he knew what monopolize meant)
SC- I want you set on this phone with me till they open.
J- I am not sitting on the phone with you for 1 and a half hours. Nor is anyone else. Is there another issue you require assistance with today?
SC- What you arent going to hang up on me are you?
J- No sir. I am going to politely end this call unless there is another issue you have?
SC- FINE GIVE ME THE NUMBER TO WARRANTY.
J- Very well... vvv.vvv.vvvv Thank you for calling and hav a great day!
SC- by you asshole (click)
He did several things which make him a sucky customer.
1. He lied. Several times.
2. He pulled the I pay your salary crap.
3. He did that pete repeat thing with seriously/really like it would wear me out.
4. He lied some more.
5. He is not a unique snowflake nor is he my only customer.
Ironically... him calling me an asshole didnt bother me. Him talking to me like I wa some how beneath him is what pgot under my skin and was pushing the 'Hate' button.
Insanity- attempting the same thing the exact same way under the exact same conditions and expecting different results.
Back ground. My brain was constantly being subjected to the stupidity that is a call center for cellphones. Worse yet I am a supervisor at said call center which means I do not receive overtime for my 60+ hours every week and am still subjected to morons on the phone in addition to my supervisory duties. I am slowly being killed by brain death one call at a time.
Floor support catches me as I come in the door... its 7AM. On a saturday. What a great start. Guy wants a new phone. Will not let them troubleshoot the device and does not want to talk to warranty when they open. Has had the phone for 5 months. Says the device is dropping calls, staticy blah blah blah. So I hang my coat up get my headset and wlak back to the agents desk where the call is at.
J- This is J im a supervisor Ive been told that you are wanting a replacement phone.
SC- Hello, yea... hello. yea my phone has been dropping calls. The longest call I can have is like 2 mins and it drops a call. Its all static and I cant hear.
J- Okay sir, Im sorry to hear that (we have to offer empathy) but Ill be happy to assist you as best I can today. Do you have the device with you?
SC- Yes I do. ( I already knew he did as we have caller ID... he has been on the phone for 40 mins at this point.. 2 min calls my ass)
J- Well, before we can look at replacement options we will need to trouble shoot the device to see if it is a network or a device issue.
SC- Ive been calling about this for months, we dont need to trouble shoot you need to send me a new phone. (He has not called in.. I looked at the notes.. he hasnt called in for 4 months)
J- I am not showing any notes in the account related to issues with your phone not working so I will have to troubleshoot the device.
SC- well im calling from the phone how are we supposed to do that?
J- DO you have another line I could call you right back at?
(He doesnt and we are now at 45 mins... call has not dropped.. I can hear him and he can hear me and there is no static)
J- Well sir if we cannot TS the device then I cannot offer any replacement options at this point. It is possible that our warranty department can send out another phone but it is unlikely they will do so without first TSing the phone.
SC- Listen.. I am a good customer. I pay my bill every month (true for once) I pay you guys a ton of money (not true) and I need a replacement today (also not true).
J- No matter what we cannot replace the phone today. As it can take up to a week for you to receive the replacement from warranty.
SC- So there is nothing you can do for me?
No sir.
Seriously?
yes sir
Really?
Yes.. there is nothing I can do today to get you a replacement phone today/
Seriously?
Correct.
No.. really?
Sir.. I cant possibly replace that phone today. It is physically impossible.
Seriously?
(This is the major headache at this point... I am not joking. The above goes on for 4 minutes straight. I finally stop answering as my temper is approaching 'I have your home address and name' levels.)
SC-.. really.......... .... are you still there?
J- Yes sir. I am still here.
SC- Well you stopped answering me.
J- Yes sir. The only option I have for you is to talk to warranty to see if they are willing to send out a replacement.
((After I talked to the inital rep I could tell this guy just doesnt like his phone and he wants a different one, there is NOTHING wrong with his phone))
SC- well can I do a warrnty exchange (WTF.. didnt I say we have a warranty dept you would need to talk to?)) cause I know T-Mobile.. they can send a warranty phone out.
J- Sir.. Youve alreayd delcined speaking to warranty. Several times. Yes, warranty can send out a replacement ( I was always careful to avoid the word new) but they probably wont without being able to TS the device.
SC- so they will send me a new phone.
J- No sir. They send out refurbished phones only and they are like for like exchanges. They can only replace your current phone.
SC- but I bought this phone new!
J- Yes.. but you will send it back used. So thats what they will send you.
SC- Fine.. Ill talk to warranty.
J- okay sir. I will have to give you the number as they do not open till xxx.
SC- No you will sit on this phone with me till they open.
J- No sir I cant do that. I have other customers that need me. I cannot and will not allow you to monopolize my time. So do you want the number or would like like the first person you spoke with to call you back and transfer you? ( im not sure he knew what monopolize meant)
SC- I want you set on this phone with me till they open.
J- I am not sitting on the phone with you for 1 and a half hours. Nor is anyone else. Is there another issue you require assistance with today?
SC- What you arent going to hang up on me are you?
J- No sir. I am going to politely end this call unless there is another issue you have?
SC- FINE GIVE ME THE NUMBER TO WARRANTY.
J- Very well... vvv.vvv.vvvv Thank you for calling and hav a great day!
SC- by you asshole (click)
He did several things which make him a sucky customer.
1. He lied. Several times.
2. He pulled the I pay your salary crap.
3. He did that pete repeat thing with seriously/really like it would wear me out.
4. He lied some more.
5. He is not a unique snowflake nor is he my only customer.
Ironically... him calling me an asshole didnt bother me. Him talking to me like I wa some how beneath him is what pgot under my skin and was pushing the 'Hate' button.
Comment