30 Return??
Lets say a customer comes into your store and says that they lost their phone and have insurance. They want to call or have called the insurance company to report the phone lost or stolen and need a phone for a couple of days until they get their replacement. Would you sell them a NEW phone for a couple of days, knowing that they would be returning it in a couple of days?
If so, why?? (does this make sence to Sprint as a corporation?)
If not, why?? (Does this make sence to the customer?)
Now, this is my two cents. I would reject the notion that the customer says that they are purchasing a phone for a couple of days, knowing that they WILL be returning it in a couple of days when their replacement phone arrives. I don't think it'...
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If so, why?? (does this make sence to Sprint as a corporation?)
If not, why?? (Does this make sence to the customer?)
Now, this is my two cents. I would reject the notion that the customer says that they are purchasing a phone for a couple of days, knowing that they WILL be returning it in a couple of days when their replacement phone arrives. I don't think it'...
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I agree a restocking fee could be assessed, but there is no way that we can deny a customer from buying a phone at full price.
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sure you can. it's called making a good business decision, especially if they don't agree to the restocking fee.
Additionally that phone has to be in absolute mint condition when it comes back. not even a speck of dust or a scratch.
Additionally that phone has to be in absolute mint condition when it comes back. not even a speck of dust or a scratch.
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I had a customer who came in that purchased a phone online at the upgrade price, but had it shipped to her friends house and she was out of town til late the next day and needed her phone.
She first told me she wanted me to give her the upgrade price on a new one and then come and return it a couple days later which isn't something we could do obviously, so then she said "well I'll just purchase it outright and return it in a couple days"
Mind you, I only had one left in the store, and our restocking of pda phones is slow so I don't know when we could even get another in.
Given all those circumstances I told her I couldn't do that. So it would be your judgement call on whether or not you wanted to do it.
She first told me she wanted me to give her the upgrade price on a new one and then come and return it a couple days later which isn't something we could do obviously, so then she said "well I'll just purchase it outright and return it in a couple days"
Mind you, I only had one left in the store, and our restocking of pda phones is slow so I don't know when we could even get another in.
Given all those circumstances I told her I couldn't do that. So it would be your judgement call on whether or not you wanted to do it.
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Well I work for an agent and there's nothing in our m&p's about it. But I did discuss it with my manager and he said that he backed me up on my decision.
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I DEFINITELY WOULD NOT ENCOURAGE A CUSTOMER TO BUY A PHONE WITH THE INTENTION OF RETURNING IT AS THAT WOULD BE UNETHICAL ON MY PART. BUT WHAT I AM SAYING IS THERE IS NO RULE FOR US TO NOT SELL THE PHONE. WE CAN NOT DENY A SALE OF THE PHONE BECAUSE A PERSON MIGHT RETURN IT, THAT IS WHY WE HAVE A 30 DAY SATISFACTION GUARANTEE. HOWEVER, WE DO HAVE THE RIGHT TO DENY A RETURN LIKE BIGSHOW JB SAID IF IT IS SCRATCHED OR NOT LIKE NEW CONDITION OR FAILS TO MEET ANY OF THE OTHER RETURN QUALIFICATIONS. OR AT LEAST THAT IS HOW IT IS IN THE SPRINT STORE (I DONT SEE ANY SIGNS IN OUR STORE SAYING THAT WE HAVE THE RIGHT TO REFUSE SERVICE TO ANYONE).
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BUT I WOULD ESCALATE THIS WITH YOUR MANAGER OR LEAD IF YOU COME ACROSS A SITUATION LIKE THIS TO SEE WHAT THEY WOULD LIKE YOU TO DO. WE WOULD BE LOSING STOCK OF A PHONE BUT WE WOULD ALSO BE TRYING TO RETAIN A CUSTOMER. (WHICH IN THE SPRINT STORES ARE A PRIORITY ALSO OTHER THAN SALES.)
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Oh and it wasn't a situation in losing a customer, she had a phone that was shipped to her friends house, she just wanted that phone for the night and when she got her other one she flat out told me she would bring it back. And we'd have been unable to sell that phone again since we can't sell phones which are brought back on a 30 day return.
Like I said before, it was a decision where all the possibilities were weighed out. If I thought it was a situation where we would've lost the customer, I wouldn't have done it.
And I was a lead as a matter of fact, as Sr. Lead mind you so I do know the ins and outs of this company and of selling our product. Sometimes you just have to make the decision you feel is right.
Like I said before, it was a decision where all the possibilities were weighed out. If I thought it was a situation where we would've lost the customer, I wouldn't have done it.
And I was a lead as a matter of fact, as Sr. Lead mind you so I do know the ins and outs of this company and of selling our product. Sometimes you just have to make the decision you feel is right.
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MrHawaii said:
(I DONT SEE ANY SIGNS IN OUR STORE SAYING THAT WE HAVE THE RIGHT TO REFUSE SERVICE TO ANYONE).
no, there is no sign like that anywhere, but then again, what do you call letting thousands of customers go for calling in too much to CS and costing the company too much money? i would say that would be considered refusing service to the customer based on a business decision.
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Youre taking that up the butt. Take for example someone keeps prank calling you day after day or calls you asking the same questions, you would get anoyed right?
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I worked at a corporate Sprint Store for over 3 years before I moved to an agent and no, there are no signs stating that you can refuse service to anyone but if that same senario happened while I worked there with the same circumstances I would've made the same decision.
Sometimes you do have to make exceptions after you weigh everything out.
Sometimes you do have to make exceptions after you weigh everything out.
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It wouldn't make ant sense to do it, you wouldn't get the commision and the store would just lose a phone it could sell to a customer who would actually keep the phone. Another problem that I thought of was what if the customer didn't return the phone within the 30 day window then they are stuck with it and you would have one angry customer on your hands.
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If they were making a claim on a Sanyo 3100, Samsung M300, or other entry level phone, I would be very wary about them buying a Blackberry or a Mogul and returning it the next day. However, if they wanted to do it with a comparable phone, no problem.
Has there been any thought about each store keeping 2 or 3 crappy phones around just for this situation? You tell the person, "You leave a $20 deposit, we give you a phone for the next day or three. Then when you get your phone back, you give us the phone back and we give you your $20. Sounds pretty reasonable as it keeps Sprint from getting scratched and dinged returns and the customer has a phone for the 2 days.
Has there been any thought about each store keeping 2 or 3 crappy phones around just for this situation? You tell the person, "You leave a $20 deposit, we give you a phone for the next day or three. Then when you get your phone back, you give us the phone back and we give you your $20. Sounds pretty reasonable as it keeps Sprint from getting scratched and dinged returns and the customer has a phone for the 2 days.
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LOOK, the decision to let go a lot of customers because they were calling CC alot was referenced stating that they were costing the company too much money and that was true. But we in the stores did not make that decision, the people who have the info on how much money it was costing us did. (
Which I feel was a correct decision if it was costing us too much money.) Now if returning the phones would be costing us too much money (I'm sure they have that info too) they would stop that also, but instead the rtn/exch policy was extended from 14 days to 30 days and remains intact.
Now with the issue not losing a customer I was referring to the original poster's message. He said that the customer had to file an insurance claim which meant ...
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Which I feel was a correct decision if it was costing us too much money.) Now if returning the phones would be costing us too much money (I'm sure they have that info too) they would stop that also, but instead the rtn/exch policy was extended from 14 days to 30 days and remains intact.
Now with the issue not losing a customer I was referring to the original poster's message. He said that the customer had to file an insurance claim which meant ...
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