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OMG!!! When Will People Learn To Listen?

by hardcorehavok    Sep 5, 2007, 12:15 PM

I just had a weird interaction. An elderly gentleman came into my store with a beat up Motorola V190. He stated that there are two lines on the account and the account holder is deceased. He wanted me to take the phone. He said that someone had continued the account wrongfully and the other person was in Ohio. I told him that we do not cancel accounts here because we are an authorized dealer. I educated him that he must either call customer service or visit the COR store which is a couple miles down the road. He said he did not know the account holder's information and he knew that customer service would request that. I educated him to go to the COR store and they would be able to assist him in finding out how to take care of the line.

As he was heading out the door, an elderly woman stopped him and asked if he had taken care of it. He showed her he still had the phone and she grabbed him and walked back to the counter where I was. She told him to give me the phone so I could take care of it. I told her everything I told him and explained the situation again. She began to get PO'd and demanded that I take the phone. I told her that I could not do anything with it. She slammed it down on the counter and lead the male customer toward the door. As she did, she said "Just use the information he gave you and take care of it." I told her that he had not given me any information (because he hadn't). She dragged him back to the counter and demanded that he write down the information. I told her for about the fifth time that I could not do anything with it. She reached over the counter and grabbed my receipt book and began searching for a pen.

By this time, I was PO'd, too. I Grabbed the receipt book from her and handed her a sticky pad and pen. She shoved it at the male customer and ordered him to write the information down. I reemphasized the fact that I could not do anything with the phone. I told her I could not cancel the line. She said that she didn't want to cancel the line or the contract or anything. She just wanted me to take the phone!?! The gentleman handed me the pen and sticky pad with the name and cell phone number and they started out the door. As she left, I told her AGAIN that I could not do anything. She said I had better do something because this was Cellular One Customer Service. She then pointed to a sign above my head the says "Cellular One Customer Service." I told her that this is not Cell One, but Superior Communications, a Cell One Dealer.

"Well, I am going to report you because you are advertising as Cellular One."


I called customer care after they left to see what I should do. Guess what they said. I couldn't do anything. They said that the customers must go to a COR store with either a copy of the death certificate or an obituary to get it faxed to corporate. When will people learn to listen?

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