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Almost forgot about this one....
Woman calls in with an issue on her Sony Projection TV. Her issue was a common one with many of their later models (optical block burning out due to poor design). Only thing is, her service contract was expired by nearly 9 months, so no free repairs for her.
This is the part that got, well, sucky:
SC: I'm getting blue dots all over the screen, this has been going on for the last 12 months.
(Oh dear).
Me: I'm sorry you're having that issue. However, I want to ask, did you ever call about this before?
SC: Yes, plenty of times.
Me: *Sets the database to go back a year and sees nothing.* I see no record of you calling. Could it have been done with another phone number?
SC: No, it was this phone number. See, whenever I called I was put on hold. I'm a busy working mother that doesn't have time for that, so I just hung up every time and never got a chance to speak to anyone.
Me: Thinking: not my fault you think you're too good to wait a couple of minutes. I did see your service contract has expired 9 months ago.
SC: Well that's not my fault. I want this fixed.
Me: Okay, well as your service contract is now expired (I could understand making an exception if it was 1 day but it was expired for 9 months) we can send an agent out for $150 to do a diagnosis.
SC: That's not very fair to me, as I called about this problem before the service plan expired!
Me: You never actually talked to an agent to send out a service call....
SC: Like I said, I'm too busy to wait on hold! Now you have to take my word on it!
Me: Ma'am I'm sorry you're frustrated (Have to satisfy the auditors
), but we handle calls when a client first calls in about a problem, not when they say they first started happening.
SLD's note: Can you imagine if we started taking customer's words on when issues first started happening? We would be overriding service contracts that were expired for 2 years! If you don't call during the service period to report the problem, sucks for you.
SC: Well I don't care. I want my TV fixed for free.
Me: Due to the fact your service contract is expired, I can send a tech out but it would be out of pocket.
SC: I'm calling the BBB!
*Click.*
First, it's not like the hold times for TV repair is that bad. She seriously is either so busy she can't take 15 minutes out of her time (hold time included), or more likely is an EW that feels she should be shot to the front of the queue because OMG she's a working mother !!!!1111ELEVENTY1111!!!!
The best revenge on her EW-ness would be to send a tech out and the agent to tell her the news that a new optical block is nearly $600-$1,000, depending on model.
Woman calls in with an issue on her Sony Projection TV. Her issue was a common one with many of their later models (optical block burning out due to poor design). Only thing is, her service contract was expired by nearly 9 months, so no free repairs for her.
This is the part that got, well, sucky:
SC: I'm getting blue dots all over the screen, this has been going on for the last 12 months.
(Oh dear).
Me: I'm sorry you're having that issue. However, I want to ask, did you ever call about this before?
SC: Yes, plenty of times.
Me: *Sets the database to go back a year and sees nothing.* I see no record of you calling. Could it have been done with another phone number?
SC: No, it was this phone number. See, whenever I called I was put on hold. I'm a busy working mother that doesn't have time for that, so I just hung up every time and never got a chance to speak to anyone.
Me: Thinking: not my fault you think you're too good to wait a couple of minutes. I did see your service contract has expired 9 months ago.
SC: Well that's not my fault. I want this fixed.
Me: Okay, well as your service contract is now expired (I could understand making an exception if it was 1 day but it was expired for 9 months) we can send an agent out for $150 to do a diagnosis.
SC: That's not very fair to me, as I called about this problem before the service plan expired!
Me: You never actually talked to an agent to send out a service call....
SC: Like I said, I'm too busy to wait on hold! Now you have to take my word on it!
Me: Ma'am I'm sorry you're frustrated (Have to satisfy the auditors
), but we handle calls when a client first calls in about a problem, not when they say they first started happening. SLD's note: Can you imagine if we started taking customer's words on when issues first started happening? We would be overriding service contracts that were expired for 2 years! If you don't call during the service period to report the problem, sucks for you.
SC: Well I don't care. I want my TV fixed for free.
Me: Due to the fact your service contract is expired, I can send a tech out but it would be out of pocket.
SC: I'm calling the BBB!
*Click.*
First, it's not like the hold times for TV repair is that bad. She seriously is either so busy she can't take 15 minutes out of her time (hold time included), or more likely is an EW that feels she should be shot to the front of the queue because OMG she's a working mother !!!!1111ELEVENTY1111!!!!
The best revenge on her EW-ness would be to send a tech out and the agent to tell her the news that a new optical block is nearly $600-$1,000, depending on model.
I AM the evil bastard!
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