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Customer came in to pick-up a service ticket on a phone that quite frankly I see quite a few of. Typical interaction with a customer of this type, since the replacement for this phone was just launched about 3 weeks ago and people are fishing for a free upgrade.
Me =
CS = Gone' Fishin
Me: Okay so my techs looked at the phone and they everything has checked out A-OK.
CS: Well it was going into 'Airplane Mode' and the volume is very low.
Me: Yes, I saw that you visited another store in Tampa and they duplicated that issue, they told you to back up your information then update your software with the equipment that came with the phone. We see you still haven't done that.
CS: Yea... well... it's still doing it.
Me: You haven't updated your software as they recommended, of course it's still going to happen
CS: Fine, what about the earpiece volume? Its so low I can't hear.
Me: They tested it and it was normal. I just made a call myself and it was very clear and loud.
CS: Well its intermittent.
Me: Oh, I see. Well the technicians need to be able to duplicate your issue to either address it and fix it or replace it.
CS: Well its intermittent, I don't know what to tell you. Can't you just take my word for it?
Me: Unfortunately I can't, my technicians have to duplicate it. I have to have a reason that I can support with fact for me to swap it.
CS: Look man, I've had nothing but problems with this phone I mean you don't even make it anymore you guys have the ***** now, just give me that one and satisfy your customer.
Me: Unfortunately I'm not able to do that. Even if I duplicated your issue I still have *****'s available for exchange so I'd have to give you another one.
CS: I don't want this one anymore, come on just swap it.
Me: I can't do that without a reason.
CS: Its intermittent, are you saying I'm a liar?
Me: No sir, but not all of our customers are as honest as you and some people would abuse the system if thats how we did things.
CS: Okay well I'll call retention and threaten to cancel they'll give me whatever I want.
Me: Okay well good luck with that. [Especially since I noted his account he said that to me, that he was just bluffing to get his way.]
Me =
CS = Gone' Fishin
Me: Okay so my techs looked at the phone and they everything has checked out A-OK.
CS: Well it was going into 'Airplane Mode' and the volume is very low.
Me: Yes, I saw that you visited another store in Tampa and they duplicated that issue, they told you to back up your information then update your software with the equipment that came with the phone. We see you still haven't done that.
CS: Yea... well... it's still doing it.
Me: You haven't updated your software as they recommended, of course it's still going to happen
CS: Fine, what about the earpiece volume? Its so low I can't hear.
Me: They tested it and it was normal. I just made a call myself and it was very clear and loud.
CS: Well its intermittent.
Me: Oh, I see. Well the technicians need to be able to duplicate your issue to either address it and fix it or replace it.
CS: Well its intermittent, I don't know what to tell you. Can't you just take my word for it?
Me: Unfortunately I can't, my technicians have to duplicate it. I have to have a reason that I can support with fact for me to swap it.
CS: Look man, I've had nothing but problems with this phone I mean you don't even make it anymore you guys have the ***** now, just give me that one and satisfy your customer.
Me: Unfortunately I'm not able to do that. Even if I duplicated your issue I still have *****'s available for exchange so I'd have to give you another one.
CS: I don't want this one anymore, come on just swap it.
Me: I can't do that without a reason.
CS: Its intermittent, are you saying I'm a liar?
Me: No sir, but not all of our customers are as honest as you and some people would abuse the system if thats how we did things.
CS: Okay well I'll call retention and threaten to cancel they'll give me whatever I want.
Me: Okay well good luck with that. [Especially since I noted his account he said that to me, that he was just bluffing to get his way.]
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