Rumor Mill
attentnion all cell customers
this is for you....
try being a little nicer when you walk in the store and have an issue, ill be more willing to go the extra mile to help you, other wise ill do anything to get you out of the store asap.
don't think that because you have been a customer forever that you are entitled to a new phone. I have had the same cable service forever and i dint get a new TV when mine breaks do i?
don't say that that after an argument "well ill just go to such and such comp, they have better service" do you think i really care? the rules aren't going to change in your favor because you said that.
try being a little nicer when you walk in the store and have an issue, ill be more willing to go the extra mile to help you, other wise ill do anything to get you out of the store asap.
don't think that because you have been a customer forever that you are entitled to a new phone. I have had the same cable service forever and i dint get a new TV when mine breaks do i?
don't say that that after an argument "well ill just go to such and such comp, they have better service" do you think i really care? the rules aren't going to change in your favor because you said that.
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I could not have said it any better myself. I have worked for 3 big cell phone companies, and yea know, customer's say the same things over and over again, and i run into to them over and over again. The rules are the same wih every company, if your phones broke, buy another one, unless you want a refurb of the same device, with probaly the same problems(within warrenty). Buy a new one and extend your contract for a discount on the company's actual cost.What customers dont realize, is the more they demand a discount, the less the over company pays thier employees, yea its all good until they start shipping jobs over seas to lower their over-all cost. Its all good til it effects the customers family! Thats whats wrong with this country ever...
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Thank god someone came out and put "the special need customers" in place. I know that customers think that the phone is free to them but, not for the carriers that sell the phones. If you drop the phone in water that doesn't mean you get a new phone that means you haft to buy a phone outright. That means paying $200 and up for a phone. 😈
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HAHAHA speacial needs customers. but haft? HAFT? please tell me that was just a joke that I'm missing!! have to?
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Wow I couldn't agree with this post more. I've worked for a major cell carrier for over 4 years and it still surprises me how many customers expect me to give them everything for free, I don't even get everything for free!! lol
And then I have customers come in who have had their current phone for 2 years+ (which is when they become eligible for full rebates on a new phone) and they feel that us making them resign a contract to receive these rebates means we're trying to screw them over.
If customers are willing to work with me, then I am more willing to work with them. Having empty threats made at me is not going to get them anywhere.
And then I have customers come in who have had their current phone for 2 years+ (which is when they become eligible for full rebates on a new phone) and they feel that us making them resign a contract to receive these rebates means we're trying to screw them over.
If customers are willing to work with me, then I am more willing to work with them. Having empty threats made at me is not going to get them anywhere.
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I hear ya jenny!! One thing you have to understand is that most consumers today walk into retail stores expecting to get something, if not EVERYTHING, for free. We could sit here and give out free phones all day long but could you imagine how much we would have to charge for monthly service??
You will always have some customers that are going to cry, complain, and treat you like dirt. You just have to learn not to take it personal.
You will always have some customers that are going to cry, complain, and treat you like dirt. You just have to learn not to take it personal.
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lol. i had a guy come in and call me a liar because I told him even our low end phones have a cost of $100+. (he also has a freaking cow when he didn't even pass the credit for an UPGRADE and they wanted a copy of his SSC.)
people are just dumb. one guy bought a phone at retail price because he didn't want to have a contract, but if he had paid the discount price for the phone and then terminated($30 + $175) he would have paid less than the retail price of the phone. 🤨
oh well. there's the american consumer for you.
people are just dumb. one guy bought a phone at retail price because he didn't want to have a contract, but if he had paid the discount price for the phone and then terminated($30 + $175) he would have paid less than the retail price of the phone. 🤨
oh well. there's the american consumer for you.
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I like to use this one with customers:
Customer: "You mean I dont get a discuont on a phone?"
Me: "At this time, no, you do not qualify for a discount."
Customer: "This is ridiculous!" (Smacks counter)
Me: "Tell me, when you got your landline phone, did your landline company GIVE you a phone? No, you had to go to Radioshack or Bestbuy, and PURCHASE one. Did Radioshack or Bestbuy give you a discount because you signed up for a landline. Doubt it. So what makes us any different?"
Customer: "You mean I dont get a discuont on a phone?"
Me: "At this time, no, you do not qualify for a discount."
Customer: "This is ridiculous!" (Smacks counter)
Me: "Tell me, when you got your landline phone, did your landline company GIVE you a phone? No, you had to go to Radioshack or Bestbuy, and PURCHASE one. Did Radioshack or Bestbuy give you a discount because you signed up for a landline. Doubt it. So what makes us any different?"
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um, lets see, the difference is that I can get a land line connected and then go into any store that sells phones and buy one that works on my land line. The land line companies don't tell me what type or brand of phone I can use on my line, actually the division of the company that supplies my land line doesn't tell me what type or brand of phone I can use on my line. I understand that this is the way it is and will be as long as there are 3 different competing networks. I'm not saying it's wrong, but you asked and this is one answer. The real problem here is that people like you get mad at customers for expecting what the phone company offers them. I never once have asked for a free phone or a discount, but I have been offered one by every...
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You always have the option with GSM of buying unlocked. true you would still have to deal with CDMA vs. GSM but this would open things up a little. Either way this is a lose lose situation. no free phones = angry customers.
Even if you don't generally offer a free phone someone down the way will in an attempt to get your business. The world of sales is dog eat dog. If you don't offer that Bluetooth Camera phone for free some one else will.
Even if you don't generally offer a free phone someone down the way will in an attempt to get your business. The world of sales is dog eat dog. If you don't offer that Bluetooth Camera phone for free some one else will.
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I work in the landline industry, we have a thing called legacy support. This mans that if there was ever a service offered on a land line we have to support it. Ever hear of an E&M circuit? how about 4 wire E&M, fire bar ringing, or analog data circuits? everything has to work, it's actually a law. Imagine if Cingular had to keep TDMA, GSM, UMTS, HSPDA, and whatever voice or data service I missed working on all towers all the time forever. This is what american consumers expect from a phone, add to that the insane offers by phone companies for free phones because they know the service is worth more than the hardware. customers and sales people will be at each others throats until the country decides on one protocol, kind of like VHS vs BETA,...
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Part One: For the Sales people out there
I feel you guys. It's a total pain to have to deal with all those customers that come in asking for the most asinine things. I work for a multi-carrier authorized dealer. I love when people come into my store and ask for stuff that they KNOW we won't have. At least once a week I get some idiot coming in and asking "do you have an unlocked lg-4500xzth with the 10 mega pixel camera and the twin stereo speakers, hsdpa data and a battery life of 25 hours talk time, that they only sell in japan" and i just tell them to leave. you just answered your own F*&%#ng question!!!! lol. but seriously, we work in a rough business and we work hard to deliver the right products to our customers. I salute al...
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I feel you guys. It's a total pain to have to deal with all those customers that come in asking for the most asinine things. I work for a multi-carrier authorized dealer. I love when people come into my store and ask for stuff that they KNOW we won't have. At least once a week I get some idiot coming in and asking "do you have an unlocked lg-4500xzth with the 10 mega pixel camera and the twin stereo speakers, hsdpa data and a battery life of 25 hours talk time, that they only sell in japan" and i just tell them to leave. you just answered your own F*&%#ng question!!!! lol. but seriously, we work in a rough business and we work hard to deliver the right products to our customers. I salute al...
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Ha Ha! That is tru...everyone says their goin 2 Verizon then they come back about a few wks later to us cuz Verizon won't play their games! Some customers are truly a trip! Wireless customers just need 2 realize that we arent about playin games with them. We kno their trickz and everything else too.
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youre right verizon wont play their games.. no carrier will play their games... people are just retarded
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Someone will always offer incredible deals. The industry trend of free phones, has been more and more of a joke.
The definition of free at almost any cellphone store has been the following for a really long time.
Free: Charging the customer $50-$150 up front in the store, making them fill out rebate information, making them wait 4-12 weeks to find out that they mispelled the model name of the phone, and must wait on hold for 26 minutes after looking up a secret code on the computer and getting told that it could take another 4-12 weeks for you to get your re-issued rebate check.
Free phones are usually worth what you pay for them, and in my experience, most angry customers are angry that their phone doesn't work, not that they ha...
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The definition of free at almost any cellphone store has been the following for a really long time.
Free: Charging the customer $50-$150 up front in the store, making them fill out rebate information, making them wait 4-12 weeks to find out that they mispelled the model name of the phone, and must wait on hold for 26 minutes after looking up a secret code on the computer and getting told that it could take another 4-12 weeks for you to get your re-issued rebate check.
Free phones are usually worth what you pay for them, and in my experience, most angry customers are angry that their phone doesn't work, not that they ha...
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I've been lurking and just had to reply. I wonder if some of the annoyance caused by demanding customers isn't a generational thing. In the "olden days", customer loyalty counted for something. Yes, there was a time when businesses took care of their longstanding customers. I confess that I'm one of "those people" that touted my history with the company (I've had the same cell phone number since 1990 - yes, back when phones were either bolted to the car floorboard or weighed as much as a brick)when I was having a valid issue with a Samsung. The Cingular rep and manager (yes, I did that, too) were accommodating, but I quickly came to realize that this is a numbers game for the companies. The customer base must be so fickle because new pr...
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I think a lot of our annoyance with customers comes from mistrust. People on both sides of the counter will lie to see and get what they want. It makes both parties skeptical of the other and less likely to help each other out.
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Well said, Ralph. The only time I know of for sure that I was lied to from the other side of the counter was when I asked if the phone I was purchasing had international calling capability. "Oh, certainly". Six months later I find out that it's not compatible with the frequencies in any of the countries I was visiting. (This was 3 years ago.) I was annoyed.
As I said, I'm now at the point where I walk in, see what they have, talk about contract renewal terms and if it fits what I want, I go for it after doing my own research on my end.
As I said, I'm now at the point where I walk in, see what they have, talk about contract renewal terms and if it fits what I want, I go for it after doing my own research on my end.
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hey pinkie I don't think your rep lied to you. you said international calling and yes all phones are capable of that.....however.... international ROAMING is a whole different situation and that is what you are talking about. a very easy way for customers to ask that is can I USE this phone in another country that way you don't use the wrong word and get the wrong information.
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man when will the car busness get into this type of competition of dog eat dog sales. yea the guy down the block said he will give me that benz for free if i sign up for free car washes for a month and insurnace with him.
well sir i can only give you the escort for free. the benz cost xyz$ and us as a small company cant match that price. well $%^$^ you you just don't want my busness and slap on the counter. i can see it now. free car with purchace of insurance. go walmart on this one run with this one lol just to show you how stupid this theory is.
well sir i can only give you the escort for free. the benz cost xyz$ and us as a small company cant match that price. well $%^$^ you you just don't want my busness and slap on the counter. i can see it now. free car with purchace of insurance. go walmart on this one run with this one lol just to show you how stupid this theory is.
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I understand what you are trying to say, however, although your landline company won't "force" you to buy a specific phone they also are not willing to provide your first one for free. They will however let you purchase one from them (that you can walk in to your local walmart and buy cheap) for on outrageous cost. They will also charge you to maintain the lines inside if there are any issues, even though they already charge for line maintinence on your bill. Then they will charge you extra for long distance (with most cell cariers and plans you get free), charge you over double to activate your landline than a cell carier will, and when you have problems they will always show up (at a fee) next thursday between 9am and 7pm.
All this f...
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All this f...
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I still like the fact that people dont realise that a phone dosent cost $50 with a mail-in rebate just like that. Phones are really expensive. I still laugh when people buy phones like the razr and dont want to add insurance, there reason, ill just buy a new one. People, the phone may be free, but if u dont add the insurance and u break your phone, your up a creak with out a paddle. 5 bucks is all it takes. Add it to your plan, you wont ever have a problem arguing with tech support or buying the phone for retail cost (razr's case, $350).
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Especially when you consider everything that a cell phone today can do. It's not just a device for making phone calls. You can manage a full calander on some, pictures, full web browser that is ON-THE-GO (which in this case makes a LOT more sense than those damn M&Ms to go. When did M&Ms become not-portable?) For $200-$300 that's a good deal and throw on top of that a $50-$150 rebate.
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OMG this is great, i have been working for a cellular company for almost Two years. and i love it when a customer comes in and expects everything for free, or the customers that are really nice for the first few visits and buy all kinds of things they PROLLY don't need, and then expect stuff for free...the company i work for*CBW* we do not have contracts so when they come in and threaten to change company's and it is a customer that i activated, i will make sure they are over there 4 month period so that my commission is expired, if they are under, then yea, i do what i can to make them happy to reach that four month mark....i know this prolly sounds mean, but thats Business....most of my customers are not like this, but there are some!
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😁 That is so tru. I dont kno why all cell customers think we suppose 2 jump at everytime they tell us they switchin phone carriers. We dont give a care if u switch. Many customers end up ryght back with us anyway because you tried your lil games with the other wireless carrier and they didnt work.
When will ppl understand that cell phone companies have many functions like car dealerships. I hope u dont think that just because YOU decided to wreck YOUR car that the car lot is going to say, "its okay mr/mrs/ customer, go ahead and pick out another car for free!" DONT THINK SO! If u cant take care of your phone then u r held responsible for buying another handset or payinf for your repairs. Quit actin like just because you've been with our co...
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When will ppl understand that cell phone companies have many functions like car dealerships. I hope u dont think that just because YOU decided to wreck YOUR car that the car lot is going to say, "its okay mr/mrs/ customer, go ahead and pick out another car for free!" DONT THINK SO! If u cant take care of your phone then u r held responsible for buying another handset or payinf for your repairs. Quit actin like just because you've been with our co...
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may be you should get into a different line of work if you don't like customers, or start offering products that they won't have trouble with. I bet if your cable box quit working the cable company would be happy to provide you with another one, the cable company to my knowledge doesn't sell TVs. When you compare things, that is called an analogy, you should try and find things that are actually parallels. When cell companies stop selling phones and stick to selling service you can be as snooty to customers as you want, until then you got what you got.
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did i once say that i didn't like customers?
no. i don't like the rudeness that this country has come to anymore, everyone is so demanding and very disrespectful, especially in my line of work. the public has no respect for the service men and women that try to help them.
u must be a customer
go into the shop talk forum and you'll see what i mean there are a lot of stories in there of customers that act like they are 5 yr olds in a store and it gets them know where, the problem is this country is no longer educated the was it used to be. maybe if people understood the cell phone industry and how it works they wouldn't be as ignorant.
no. i don't like the rudeness that this country has come to anymore, everyone is so demanding and very disrespectful, especially in my line of work. the public has no respect for the service men and women that try to help them.
u must be a customer
go into the shop talk forum and you'll see what i mean there are a lot of stories in there of customers that act like they are 5 yr olds in a store and it gets them know where, the problem is this country is no longer educated the was it used to be. maybe if people understood the cell phone industry and how it works they wouldn't be as ignorant.
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i agree w/ cellnuts i actually like helping most customers but when i got someone nasty & rude i just try to get get rid of them asap, but as long as they are calm and not nasty i will give them my all
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I'm afraid we have done it to ourselves here, kids. In the analog days when a phone might only cost $50-$60 it was easy to bow to the customer pressure and cough up a new phone. Heck only one month's bill would have paid for it for some customers.
Now enter the digital world. Phone cost are much higher. The customer does not understand this because they paid $50.00 for a handset for which the carrier paid $250.00. They don't see, nor do they care. Reality bites for them.
Add to this the fact that many handsets get moisture damage from perspiration or a muggy climate, hinges break easily or screens leak liquid crystal without any sort of shock.
Add a consumer media that tells them they should never sign a contract and still get free or...
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Now enter the digital world. Phone cost are much higher. The customer does not understand this because they paid $50.00 for a handset for which the carrier paid $250.00. They don't see, nor do they care. Reality bites for them.
Add to this the fact that many handsets get moisture damage from perspiration or a muggy climate, hinges break easily or screens leak liquid crystal without any sort of shock.
Add a consumer media that tells them they should never sign a contract and still get free or...
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SPCSVZWJeff said:...
I'm afraid we have done it to ourselves here, kids. In the analog days when a phone might only cost $50-$60 it was easy to bow to the customer pressure and cough up a new phone. Heck only one month's bill would have paid for it for some customers.
Now enter the digital world. Phone cost are much higher. The customer does not understand this because they paid $50.00 for a handset for which the carrier paid $250.00. They don't see, nor do they care. Reality bites for them.
Add to this the fact that many handsets get moisture damage from perspiration or a muggy climate, hinges break easily or screens leak liquid crystal without any sort of shock.
Add a consumer media that tells them they should never
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Seriosly, the providers don't pay MSRP for the phones. If a phone is $300 and I get it for $50, you're not covering $250. You see this with car dealers alot whining about how much money they're losing when they give you a deal below MSRP, as if they actually pay MSRP. They don't even pay invoice most of the time. In any event, only the consumer pays MSRP, and anyone who tries to convince people otherwise is simply blowing smoke.
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You would be surprised if you walked into a phone store and went behind the scenes, the actual cost of the phones. They really are THAT expensive....no joke. If the phone cost 300 dollars on new activation suggested....we probably bought it for 300 and in turn we are actually losing about 250 dollars. Now when it comes to the low end phones....they do some bundle deals but its not much.
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not really, if you take the lg 6100 (cdma) the retail cost is 299, but cost is $207, some walkie talkie phones sold have a heavily inflated price, 200% more than cost. Our kyocera kx444 cost $10 more than the lg 4750, but the LG costs more than the kyocera by $50 with a service agreement. If someone signs a 1 year contract on the 4750, they pay what we pay.
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although the cdma razr costs.........
$375, if we sell it at retail for 450 that is not much profit, that is shipping for the whole shipment, but we refuse to sell them at full price because we make a lot more with a contract. and people who complain about paying that much are a bigger headache than they think.
$375, if we sell it at retail for 450 that is not much profit, that is shipping for the whole shipment, but we refuse to sell them at full price because we make a lot more with a contract. and people who complain about paying that much are a bigger headache than they think.
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The point is that there are customers who are just plain rude. They feel that they are owed something for bieng a customer. The company and most of the employees do thank you for bieng a customer but you are not owed anything. Imagine if I came into your place of business and was cussing, throwing things, trying to physically intimidate people, you would call the police. The wireless industry will try to get you to act human so they can figure out what they can do. I think everyone should realize that the employees you deal with in retail store often have degrees, families, career ambitions, just like you.
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I think that everyone should have to work in a retail cell phone store for at least a week! Then you would see whats its like on the other side of the desk. Its not fun being the one that gets yelled at but just like the customers you have bills to pay! You need money to live. What did people do before cell phones? Before it was the insurance company or the cable company that were the bad guys and now that everyone and their buddy have a cell phone they think that the carrier is the bad guy! Not true! I have made many new friends by working in a cell phone store because they come in ranting and raving about their phone or the bill they got in the mail and if I see that they have good intentions and they are willing to work with me just a lit...
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BAD IDEA!
Please don't put untrained, uneducated people behind the counter at my store. When i came back next week i would have a huge pile of problems. The average Joe (RS employees) does not know enough about cellular service to cover a trained cellphone rep's lunch break. No offence (except maybe to RS employees, and i can offend them, i used to be one.)
Please don't put untrained, uneducated people behind the counter at my store. When i came back next week i would have a huge pile of problems. The average Joe (RS employees) does not know enough about cellular service to cover a trained cellphone rep's lunch break. No offence (except maybe to RS employees, and i can offend them, i used to be one.)
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truth to that... customers come in like we owe them something. I actually had a customer come in threaten me and cuss and actually threw her phone at me as hard as she could and left out because we would not give her a new phone for free because her phone got damaged and not available for upgrade, granted razrs don't really like to swim.
the kicker was she goes to my church and i saw her and she reconized me and i just smiled. it is true people that walk into cellphone stores expect more than they deserve same reason if you walk in to norstroms and drop a towel or something off the rack you pick it up but the same person walks into walmart they say oh well and walk away.
treat us like you want to be treated. we are your neighbors and w...
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the kicker was she goes to my church and i saw her and she reconized me and i just smiled. it is true people that walk into cellphone stores expect more than they deserve same reason if you walk in to norstroms and drop a towel or something off the rack you pick it up but the same person walks into walmart they say oh well and walk away.
treat us like you want to be treated. we are your neighbors and w...
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kyler13 said:
Seriosly, the providers don't pay MSRP for the phones. If a phone is $300 and I get it for $50, you're not covering $250. You see this with car dealers alot whining about how much money they're losing when they give you a deal below MSRP, as if they actually pay MSRP. They don't even pay invoice most of the time. In any event, only the consumer pays MSRP, and anyone who tries to convince people otherwise is simply blowing smoke.
You are wrong. We do pay over MSRP for these phones. Quite a bit over in some cases.
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yup. definitely true about that. i'm in fact, even restricted from selling someone certain phones (unless they're very adamant about it) because we lose money if we do. after all, no one's in business to lose money. we all have to eat too!!
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The providers may not pay that much for the phone but as an agent, I sure has heck did. Just because a customer believes that the phone is over priced doesn't mean I can do anything about it! And If you drive your car into a lake two days after you got it, they will not replace it at the dealership.
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While I cannot speak for the cariers but as for the agents of the cariers that HAVE to purchase their own equipment, it IS true that these phones are discounted below what the agent pays for them. A phone in my store sells for $29.99 whith a 2 year. My actual cost on this equipment. $135.00 (I guess two of the largest distributors of cellular must have really blown me some smoke huh?)
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I have been with sprint since 98 and verizon a large part of that time,both companies service personel overall have been extremely nice,courteous and helpful. They usually give more than I ask for but I treat them with respect and appreciation. I have seen people talk to the service reps angrily and mean and then wonder why they are not given more freebies,DUH! Both Sprint and Verizon have great service reps and service!
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Cellnuts, I agree with you that many people in America think that the world revolves only around them and their needs/wants, that they are all that matters, and many of them act rudely and stupidly as a result. But before you get too high and mighty yourself, two points:
1) If 40% of all American customers are ignorant, rude jerks, then logically 40% of all cell-phone sales people and customer service reps will also be ignorant, rude jerks, since they come from that same general population.
2) Before you make any general statements about the level of ignorance or the lack of education of your customer base, look at your own horrible grammar, spelling, etc. Maybe YOU should go back to school and finish getting an education. Talk about the ...
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1) If 40% of all American customers are ignorant, rude jerks, then logically 40% of all cell-phone sales people and customer service reps will also be ignorant, rude jerks, since they come from that same general population.
2) Before you make any general statements about the level of ignorance or the lack of education of your customer base, look at your own horrible grammar, spelling, etc. Maybe YOU should go back to school and finish getting an education. Talk about the ...
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The cable company isn't in the business of selling TV's and neither is the cellular industry on the cell phone. In fact, the cellular industry subsizes the cost of the phone that is needed have for the service to work so that the consumer doesn't have to pay 300 dollars for a handset. And believe me...full retail would be anywhere from 150 to 500 bucks depending on phone model. You don't see the cable industry offering that 21 inch TV for free if you sign a two year contract do you? What if they did? What if your TV fell of the TV stand and broke into pieces, would the cable company replace that TV without charge? VZW takes it one better, they have equipment replacement programs.
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YEEHHAH! Absolutely! I always suggest getting the insurance. Lets see.... $4.99 a month... $ 50.00 deductible... eligable every 22 months...
a good camera phone is 219.99 full retail or higher... 4.99 X 22 months = 109.78 50.00 deductible... hmm which would you choose... lower end phones... eh why bother get a 90.00 refurbished phone if your lower end gets broken.
a good camera phone is 219.99 full retail or higher... 4.99 X 22 months = 109.78 50.00 deductible... hmm which would you choose... lower end phones... eh why bother get a 90.00 refurbished phone if your lower end gets broken.
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gadgethead said:
may be you should get into a different line of work if you don't like customers, or start offering products that they won't have trouble with. I bet if your cable box quit working the cable company would be happy to provide you with another one, the cable company to my knowledge doesn't sell TVs. When you compare things, that is called an analogy, you should try and find things that are actually parallels. When cell companies stop selling phones and stick to selling service you can be as snooty to customers as you want, until then you got what you got.
When products are mass produced there are bound to be problems! If more people were educated enough to do research to buy the right phone f...
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THE CABLE COMPANY ALSO DOESN'T GIVE YOU THE BOX, THEY ONLY LEND IT TO YOU.
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I long for the day cell phone companies just sell service. It would make my job so much easier.
Through out the day, most of the people I see come in because their cell phone is broken... usually Motorolas. ☹️
Through out the day, most of the people I see come in because their cell phone is broken... usually Motorolas. ☹️
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The best thing to do in the instance of lost, damage, or theft is to get insurance through a company like Asurion. Although if you intend to committ fraud it's best that Asurion stays ahead when it comes to profit's. I work at the fraud unit there - they have connections to NATO investors. NATO discovered with their investors tech 'know how' that people with steel in their body such as feet can actually experience gravity in space maybe like the bible, but if you so much as spit on the sidewalk 40 years ago they can find out about it. Those NATO investors are also known as the religious right, and have connections at the Federal Reserve and Supreme Court.
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i think the cable box theory needs to go out the door. MY kid broke my cable box. Sure they were quick to offer me a new one but at a huge charge. aparently they have a loss or damage clause of $ $300-700 if you break or loose there product. maybe the cell phone company should just rent the dam things out and charge people out the butt if they loose them. that way no one can say anything. sure if it breaks then well fix it. you loose it you pay for it. lets put it in the contract. better yet a big sticker under the phone like they do with cable boxes. don't say we did not tell you eather. we got it in 2 diffrent languages now lol. oh wait how many more cable boxe thories will be posted on p/c as we are talking apple to oranges you guys. ...
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I agree will cellnuts on this. I don't think he is saying EVERY CUSTOMER is like this. however, there are a huge number of customers that come into store or call in and DEMAND a free/new phone or DEMAND their phone being fixed when it has been dropped in a swimming pool. And then complain when they have to go through the steps of filing an insurance claim or whatever the case may be. I have noticed that most of the issues with the customers that get upset, are explained very well in the handbooks/literature that come along with your phone. Most customers (myself included) tend to not read them. They contain important info about warranty, insurance, proper use of phone, things like that. I would suggest reading the manuals before g...
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I use to work in customer service also, I could tell you stories that would raise your blood pressure. All I'm saying is that a man has to know his limitations, I generally don't like the general public. My limitation was that I couldn't deal with them without bitching about it to whomever would listen. Mechanics get their hands greasy, divers get wet, carpenters get splinters and yes customer service reps get insulted by customers. some things you cannot avoid, I just get tired of all of the customer service reps complaining that customers are rude. Customers use this site too.
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and this is a way for us reps to vent to each other as a form of therapy if you will. there is nothing wrong with complaining as long as you do it to the correct people. i feel that you make it sound like its OK for a customer to come into my store and rant and rave and throw a big fit however when we want to rant and rave about that customer to our fellow peers you have a problem with it. thats not right.
maybe carpenters, mechanics etc. should get there own site and talk about how greasy there hands got that say and how it makes them so mad, or maybe there is already a site out there for them, this site is a site of all people reps and customers alike thats why there are different forums for you to post in.
if your tired of us b*tc...
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maybe carpenters, mechanics etc. should get there own site and talk about how greasy there hands got that say and how it makes them so mad, or maybe there is already a site out there for them, this site is a site of all people reps and customers alike thats why there are different forums for you to post in.
if your tired of us b*tc...
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grease can be washed/splinters can be removed/divers can dry off...
Verbal abuse lingers to the soul.
Verbal abuse lingers to the soul.
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well writen. sometimes we need to take a step back and realize the people on the other side of the counter are not faceless robots his name might be robert or her name might be jennifer we owe it to ourselves to realize they are people too and we all have souls and our actions do linger though out time. so the next time you raise your voice at a rep think would my mouther be proud of me.
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Oh my goodness ya'll seriously think that retail represenatives are heartless scam artists that don't care for anything more then money and commission. Let me expalin something to you judgemental peeps. Most of us are in this business because we have a general love for people. Most of us are outgoing and funny people and like to share our personalities with the world because that is just who we are. What better way to do this then to work in sales or customer care? In this profession as well as any other we have our rants about "dumb" customers or "perverts" or "aholes". Who doesn't? This is our outlet and we are NOT all evil. We are just trying to do our job and get paid and live just like you are. No we are not going to replace yo...
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Well, only if you let it. After all, they are only words, and remember that the customer doesn't know anything about you. Furthermore, people who insult reps are just @$$#01*$, and do you really care what their opinion is of you, especially since they don't know anything about you?
I know, it's still hard to keep that in mind when some fool is yelling obscenities at you, but it keeps some people sane for years on that job. Besides, most companies won't allow that kind of abuse toward their reps; you can always tell the customer to chill with the insults, or be disconnected. Pity the rep that doesn't have that freedom.
I know, it's still hard to keep that in mind when some fool is yelling obscenities at you, but it keeps some people sane for years on that job. Besides, most companies won't allow that kind of abuse toward their reps; you can always tell the customer to chill with the insults, or be disconnected. Pity the rep that doesn't have that freedom.
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Cellnuts is right. There are alot of customers that come into stores expecting the entire world to stop and hand them everthing on a silver platter. Half the customers that come up to me and say there phone broke has a problem out of there control and is the fault of the manufacturer, but there other half is the customers fault.
Maybe the cable company is a bad example, the cable boxes you rent. If I rent a car, and it breaks the rental place fixes it. Unless I get in a accident, then its my fault.
Heres the part that alot of people dont understand. When you get a cell phone, you PURCHASE a phone, that means it is yours, if you break, its your problem and no one elses. You actually subscribe to the SERVICE, and thats what you p...
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Maybe the cable company is a bad example, the cable boxes you rent. If I rent a car, and it breaks the rental place fixes it. Unless I get in a accident, then its my fault.
Heres the part that alot of people dont understand. When you get a cell phone, you PURCHASE a phone, that means it is yours, if you break, its your problem and no one elses. You actually subscribe to the SERVICE, and thats what you p...
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i agree with cellnuts if a customer comes in being rude and unreasonable i will not go out of my way to help them i will do everything in power to get them out fast but if they come in and are nice and explains the problem and i can possibly do something i will go out of my way to do it. treat people how you would like to be treated and everyones life will be easier
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I personally have never had a problem with a salesperson, I am polite. Even when I am told, like I was this past weekend, that all of the new Verizon Wireless phones are trimode because to honor the new free roaming everywhere they have to be analog capable. I have never broken a cell phone, and even if I did I pay for the full replacement insurance. The one time I did have a phone that was returned 3 times in 5 months for a replacement, I asked for a discount on a new phone because this was a bit excessive. When I was turned down, I didn't throw a tantrum I just bought a cheap phone at full retail.
I am not saying that every customer should be rude to every sales person. The original post was addressed to all cell customers and made ...
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I am not saying that every customer should be rude to every sales person. The original post was addressed to all cell customers and made ...
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I do not work in the cell phone industry. But I am a manager in a franchise food service. Our motto has always been; "The customer is always right." Sometimes you may NOT agree with a customer; but that's when you NEED to remember; if it wasn't for that customer, you would NOT be drawing a paycheck. If you can't deal with a customer that; you think is being rude, then you DON'T need to be in the line of work you are in. Remember. Everyone has bad days. And usually a customer has got a reason for coming in & being rude. They may be VERY upset over a phone they were sold. Maybe they felt things weren't explained to them well enough. Or maybe they have just had a very bad day & they come in & take it out on you. OH WELL. You took this job. And ...
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you say in your post "kindness gos a long way" this is very true for customer as well as employees I am not saying I cant deal with these customers but i will not go the extra mile for them. If there is something I maybe should not do but could I'm not wasteing it on someone who doesn't have the decency to give me chance to help them before they become an a$$ h$$$$ . there is alot of people out there who think that acting like that will get them what they want.By the way I am the manager of my store and if i fired everyone one who was unhappy from time to time and vented it to someone other than the customer the store would not have any employees including myself.
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I agree, I deal with people who are rude think that I should give them discounts. free phones after they drop there phones in the toilet and only having them 3 weeks. I heard a guy earlier compare us to cable companies. try spilling water or slamming your dvr box on the floor and getting a new dvr box for free. customers need to chill out on these things. I don’t know how many times I have been cussed at since I started working. I think that people in general are getting frustrated and take it out of who ever they can. Is this right, no. I have had several phones thrown at me my fault NO. Was it because I confronted a pissed person no latterly welcome to…. As they come in the store and here comes the phone at my face. The second phone I duc...
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sonyluver30: You can't really compare a franchise food industry to the cell industry. If you manage a franchise you how the power to do a lot of things, because you are the boss. In the cell industry a lot of customers get pissed off because initially it's their own fault they broke their phone and reps cannot give them a new one because they go by the company policy. I work in the cellular industry and it just gets old hearing the same old sob story abou thow the phone is crappy, blah blah, and then we take the back off of the phone and it's water damaged. 90% of the time in the cell industry the customer IS NOT right because they don't realize that each location is not locally owned, it's corporate owned and we can only do what corpor...
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in one sense I agree with you that we shouldn't be complaining to the customers, however I've also worked in the food service industry and believe it or not your employees complain to each other about their customers.
you said "And usually a customer has got a reason for coming in & being rude. " I don't know about you, but my mother raised me with the morals that there is never a good reason to be rude to anyone, yes you may have had a hard time with your cell phone, however, we have hard times with customers, and you don't see us walking up to random customers and being rude to them. turn the tables and look it from our point of view, we take beatings every day, but we don't yell back in your face when you yell at us. My point is, we a...
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you said "And usually a customer has got a reason for coming in & being rude. " I don't know about you, but my mother raised me with the morals that there is never a good reason to be rude to anyone, yes you may have had a hard time with your cell phone, however, we have hard times with customers, and you don't see us walking up to random customers and being rude to them. turn the tables and look it from our point of view, we take beatings every day, but we don't yell back in your face when you yell at us. My point is, we a...
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Exactly, I try my hardest to do whatever I can to make an irate customer leave our store happy with what they have...and 99% of the time I succeed.
However
If a customer comes into our store demanding something for free, expecting something for free, or they pull the "I've been a customer since the Stone Age" card I know immediately that this person is going to be a tough person to please.
Now
If someone comes into our store and looks at our phones picks out a phone and doesnt complain or bitch about how expensive they are or how they should get the LG 9800 for free, I will usually do a phonebook transfer for free instead of charging them $10 per phone. Or if they wanted a Car charger but didn't feel like paying for it that day...
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However
If a customer comes into our store demanding something for free, expecting something for free, or they pull the "I've been a customer since the Stone Age" card I know immediately that this person is going to be a tough person to please.
Now
If someone comes into our store and looks at our phones picks out a phone and doesnt complain or bitch about how expensive they are or how they should get the LG 9800 for free, I will usually do a phonebook transfer for free instead of charging them $10 per phone. Or if they wanted a Car charger but didn't feel like paying for it that day...
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RIGHT ON, BROTHER!! I've been telling unruly customers this for years! mostly in the car business, though. which has customers that i'm not even gonna begin to think about. lol
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apparently we STRUCK a nerve WITH ronald mcdonald. THE customer is NOT always right. JUST cause you PUSS out and give THEM free fries when THEY whine and cry, DOESN'T make them RIGHT. It's people like YOU that are the REASON customers come in and RAISE hell to get what they WANT. You work in a food industry, you have NO clue what goes on IN a cellular industry. THEY are not even close in comparison. YOU giving a free happy meal TO someone is NOTHING like replacing a $500 phone cause some idiot DOESN'T understand YOU can't put your PHONE in the washing MACHINE and expect it to be COVERED under warranty. SO get out FROM behind your pulpit and go CLEAN the poop out of THE ball pit in the PLAYLAND.
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Actually if you have a full replacement warranty and you put your phone in the washing machine it is fully covered. may be you should CHECK your FACTS before you INSULT people
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I know the facts, apparently you think that every carrier has the same policies. There is no warranty (where I work--Alamosa) that covers wet damage.....there is insurance for that. Here's another fact for you gadgethead, maybe, or as you put it: may be 🤭 , is one word.
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It may be that maybe is one word, but maybe it may be two words if the context dictates.
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maybe, maybe is one word, but it may be that I was using it in a context that you are not able to grasp???????
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The Total Equipment Coverage at Veriaon wireless doesn't say that it covers wet damage specifically, but it does say if your phone is inoperable for any reason. I assume that means "for any reason", which would mean that if your phone didn't work for any reason, which I would assume "for any reason" would cover wet damage if you could actually prove that wet is "any reason". of course I could be interpreting "for any reason" in a completely different way that it was originally intended, in that case I guess " for any reason" could be set to all capital letters and analyzed in some other way.
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Two things:
1. Read your post where you put may be where you should have put maybe. That would have saved you some typing because you used it wrong. That's why I said anything.
2. I don't work for Veriaon wireless (I think you meant Verizon but I'm not sure) So no, you are right, I don't know their policy. Do you pay for that Total Equipment Coverage?
1. Read your post where you put may be where you should have put maybe. That would have saved you some typing because you used it wrong. That's why I said anything.
2. I don't work for Veriaon wireless (I think you meant Verizon but I'm not sure) So no, you are right, I don't know their policy. Do you pay for that Total Equipment Coverage?
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Relax dude, I do have verizon wireless and I've been told by a Cingular sales person that they too have a replacement coverage. I am actually a very good customer, I have full replacement coverage on both phones. I deal only with Verizon employees and when possible I deal with the same sales person for all of my purchases. My problem is that I come to this site to find info on new phones or how to set up my current phone and have to wade through tons of posts of sales people ripping on customers. Good customers use this site too, and by the way I have dealt with exactly one sales person that has not given me incorrect information on a phone he was trying to sell me. I have had a cell phone since Verizon wireless was GTE wireless and really h...
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I am relaxed, I only insulted your grammar when you insulted me. I apologize for that. There are tons of sales reps ripping customers here because this is where we can. Customers choose to do it in the stores face to face, well we can't exactly respond right there. We come here. If you are not one of those customers we complain about then you should not have anything to worry about. We don't start off w/ customers by being rude so if you are professional, we will be as well. As for the extra protection for phones getting wet- all I can speak for is the company I work for, and I did. Alamosa (sprint affiliate) has no warranty that covers wet phones. We sell insurance. I'm not sure about other carriers but I'm sure they have somethin...
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I tried Sprint when I lived in California, but I lived near the coast north of San Fran and they had no coverage. Too bad they have really cool phones. I wish Verizon would get a good smartphone that wasn't a PDA and didn't cost over $500.00. Actually I wish this thread would go away so I could see new threads about actual phones
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The only thing I would like to add is that im a younger person but i spend a considerable amount of money with my wireless company and when ever i go into the store i get brushed off and not really treated with much respect. I found that if i ever wanna change anything or upgrade to call the customer service. They listen to me and do there best to fullfill my needs. If the associates in the stores took a hint from verizon's phone reps. They would do much better. Thank you
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I'm a rep and you think just like a lot of the customers I deal with. I challenge you to work as a rep and you'll quickly change your tune.
We as reps realize you spend a lot of money with us, and that you've been a loyal customer, and that you could very easily leave and go with someone else, we do realize this...I promise. But what you and a lot of customers don't realize is that we're not miracle workers, just because you spend a lot of money doesn't mean we can give you a free phone next time you come in, or give you a discount on service, etc... I spend a ton of money in Wal-Mart, but I don't expect any super service or free stuff when I walk in there. It's the same concept.
We as reps realize you spend a lot of money with us, and that you've been a loyal customer, and that you could very easily leave and go with someone else, we do realize this...I promise. But what you and a lot of customers don't realize is that we're not miracle workers, just because you spend a lot of money doesn't mean we can give you a free phone next time you come in, or give you a discount on service, etc... I spend a ton of money in Wal-Mart, but I don't expect any super service or free stuff when I walk in there. It's the same concept.
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I haven't read any responses, so sorry if I repeat this but I agree with you. If I'm not able to help a customer, he pulls the whole, "I pay you guys $200.00 a month, every month AND I've been with you guys 3 years and you can't repair my phone."
😡 Why can't they understand only certain stores service phones and that us stores do not collect their bill every month?
😡 Why can't they understand only certain stores service phones and that us stores do not collect their bill every month?
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I also haven't read every response...so this may be repetitive...my appologies
I've been subject to terrible customer service (most of the time) through Cingular's front line reps...however the supervisors and regional reps are nothing but helpful and accomodating via phone
In regards to the whole cable tv thing...yes they don't sell TVs...however if your cable box goes they give you a new one...ya know why? b/c you rent them...phone insurance serves a similar purpose...and I can't believe I'm saying that b/c I do believe consumers should be rewarded to a certain extent for loyalty...but I believe some people do go too far with it...I too often see teens going into stores wondering why the store won't give them a new phone after they ...
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I've been subject to terrible customer service (most of the time) through Cingular's front line reps...however the supervisors and regional reps are nothing but helpful and accomodating via phone
In regards to the whole cable tv thing...yes they don't sell TVs...however if your cable box goes they give you a new one...ya know why? b/c you rent them...phone insurance serves a similar purpose...and I can't believe I'm saying that b/c I do believe consumers should be rewarded to a certain extent for loyalty...but I believe some people do go too far with it...I too often see teens going into stores wondering why the store won't give them a new phone after they ...
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Ok lets see if I got this strait.... If the cable company gives me ( Free ) a TV and I drop it, they will give me another one for free??? mmmm I'm going to go with NO. But if I have insurance can I make a claim. YES. If i fail to get another TV am I free to change cable companys. YES. Thats my choice, but is it the cable companys fault I droped my TV? Again i'm going with NO. If I am rude and thow a fit will I then get a Free TV....NO. Just a thought don't you catch more flys with honey than vinagar??? One more thing to think about if I buy a large coke and walk outside and drop it, then run back in and yell at you because you sold it to me. what if I say dont I get a free meal out of this mis hap or I will eat somewhere els will you giv...
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A nice, knowledgeable customer is like gold. I've been in wireless for 9 years & telecommunications for 14 years. I take the level of service I provide seriously. Customers who are nice & make it easy to serve them should & many times do have a better experience than those who are combative and unrealistic. That said - for all of us who serve customers in this industry, it's incumbent on us to recognize when a customer is being helpful & reward that behavior.
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Funny!! 😁
When I first started working with cingy I hated it. Now I've realized that is not as bad as I thought.
-I can be the nicest person, if the costumer is nice. Sometimes I go out of my way to help them.
-If a person is rude, I let them talk, complain , b**ch, anything they want before I talk. There is times when costumer is wrong and if they are, I won't hesitate to let them know. I can tell you, I won't get fired if I tell a costumer the way its suppose to be. Now, I will get fired if I give them a phone or credit anyone if they do not qualify.
I rather have them dissatisfy than have me fired. 😈
I don't think this is being a bad rep. I'm just covering my a**.
😛
When I first started working with cingy I hated it. Now I've realized that is not as bad as I thought.
-I can be the nicest person, if the costumer is nice. Sometimes I go out of my way to help them.
-If a person is rude, I let them talk, complain , b**ch, anything they want before I talk. There is times when costumer is wrong and if they are, I won't hesitate to let them know. I can tell you, I won't get fired if I tell a costumer the way its suppose to be. Now, I will get fired if I give them a phone or credit anyone if they do not qualify.
I rather have them dissatisfy than have me fired. 😈
I don't think this is being a bad rep. I'm just covering my a**.
😛
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Good post. The customer is not always right; however the customer is always the customer! If the customers were always right, there would be no need for us. & make no mistake, there is a great need for us. If a customer is wrong I let him know respectfully & then educate the customer on the correct. Treat others with respect & overwhelming courtesy, it's hard to go wrong.
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There is no way to go wrong by doing this. 🙂 . What can I say, the costumer is still a costumer, but I cannot offer the moon and the stars if they can't be given.
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Phone companies have created the very monsters that you are all complaining about. Subsidising phone prices is a marketing tool. Nothing more, everyone does it. GMC had employee pricing, Camel had Joe camel dollars. Giving people something cheap or free up front and making up the difference on the back end is one of the oldest ways of enticing customers, even crack dealers do it. So while it may seem that customers are sometimes being ridiculous with their demands of free phones, they were conditioned to be this way by the phone companies.
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Some should be more aware of differences.
Carriers such as Cingy, Sprint, T-mobil, etc, etc. provide airtime usage. This is what they make money of (Usage).
Companies such as Motorola, Nokia, Samsung, etc, etc. provide cellphones. This is what they make money of (cellphones).
Air time and cellphones are different. One depends on the other one to sell.
Next time you get a cellphone (ex: motV3) that is not working propertly do not call and say:
"You sent me a cellphone that is not working fine!!!!!! Its your, your, your, your fault. Send me another"
Think about it this way.
>First of all I did no sent a cellphone, do not blame it on me.
>The cellphone that you received came from our warehouse, but guess who gave it to...
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Carriers such as Cingy, Sprint, T-mobil, etc, etc. provide airtime usage. This is what they make money of (Usage).
Companies such as Motorola, Nokia, Samsung, etc, etc. provide cellphones. This is what they make money of (cellphones).
Air time and cellphones are different. One depends on the other one to sell.
Next time you get a cellphone (ex: motV3) that is not working propertly do not call and say:
"You sent me a cellphone that is not working fine!!!!!! Its your, your, your, your fault. Send me another"
Think about it this way.
>First of all I did no sent a cellphone, do not blame it on me.
>The cellphone that you received came from our warehouse, but guess who gave it to...
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actually as long as cell phone companies do give consumers the freedom to buy and activate any phone that is comaptible with their network they are responsible, as lond as carriers sell and warranty phones they are responsible. Verizon Wireless has proven this to be true, if they are not responsible for the phones thay sell why did they agree to a settlement with the customers that bought the V710. They should have told them, "we are not responsible for these phones, why don't you go and talk to Motorola"???????????????
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Moto V710 was an issue because customers felt misled. They assumed bluetooth meant they could swap files. Verizon Wireless settled out of court. I sell Nextel and Verizon. A warranty can be processed through the manufacturer of the phone...that is the one that actually warrants the phone. If I have a Nextel customer come in with a warranty problem, his phone can be sent off to Motorola. Verizon just chooses to sub out a seperate company and eat some cost by Fruing out phones. They believe this is a small investment in good customer service.
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The first year of the warranty is handled by the seller as far as what the customer sees. A defective phone will be replaced at the point of sale for the first year, then the seller sends the phone back to the manufacterer. I have done this numerous times when I made the mistake of buying one of the early Samsungs that Verizon Wireless sold. After the first year you either have a seperate extended warranty that you pay for to cover phone issues or you take your chances with the manufacterer.
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Your are correct. "As far as what the cosutmer sees."
As for cingular:
A defective phone will be replaced in the first 30 days at the original point of sell.
After the first 30 days they go to warranty which is taken to the manufacturer.
Insurance is a totally diffrerent issue. 😉
As for cingular:
A defective phone will be replaced in the first 30 days at the original point of sell.
After the first 30 days they go to warranty which is taken to the manufacturer.
Insurance is a totally diffrerent issue. 😉
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So, I get an Lg phone that the screen goes blank after 2 months...how do I get the phone fixed, and how long will this take?
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I've always had any phone replaced on the spot at the Verizon Wireless store, could be that I live a charmed life, but I kind of doubt that. My wife had a motorola T730 that had the headset jack go out and had the phone replaced no problem. I did have full replacement insurance on the phone, but it wasn't mailed to me, the tech just handed a new phone over.
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The thing that REALLY gets me is when a customer has insurance and comes in to the store and wants to file their claim- then when the rep for the insurance company mentions the deductable- they flip out. "Why should I have to pay anything for the phone? I pay every month to have the insurance!" Think people, think!!!- You pay car insurance every month, but do they just replace or fix your car with no deductable? No! Same principle- people should look at the reality that a $50 deductable is a lot better than a $300 phone!
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SO tru! Im so glad someone finally realizes that we only sell u a product. its our job 2 provide u a service. Contact LG if the handset isnt workin properly. And another thing. Quit thinkin its our job to take care of YOUR broken phone. Its not our fault you broke it. Customers get on my nerves thinkin we are supposed 2 handle their broke sh** because they cant take care of their stuff.
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If you are like me you want your customers to be happy with their cell phones, heck I love mine. But I will not tolerate someone venting their bad day all over me, I go into shut down. Ask me nice, calmly explain your problem and I will jump over the moon to help you! Be a jerk and I'll politely tell you what I can do, then that's the end of the conversation unless you want to nicely negotiate.
Customers if you are having a bad day save it for your spouse or dog I'm not either!
Customers if you are having a bad day save it for your spouse or dog I'm not either!
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Some should be more aware of differences.
Carriers such as Cingy, Sprint, T-mobil, etc, etc. provide airtime usage. This is what they make money of (Usage).
Companies such as Motorola, Nokia, Samsung, etc, etc. provide cellphones. This is what they make money of (cellphones).
Air time and cellphones are different. One depends on the other one to sell.
Next time you get a cellphone (ex: motV3) that is not working propertly do not call and say:
"You sent me a cellphone that is not working 👿 !!!!!! Its your, your, your, your fault. Send me another"
Think about it this way.
>First of all I did no sent a cellphone, do not blame it on me.
>The cellphone that you received came from our warehouse, but guess who gave it...
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Carriers such as Cingy, Sprint, T-mobil, etc, etc. provide airtime usage. This is what they make money of (Usage).
Companies such as Motorola, Nokia, Samsung, etc, etc. provide cellphones. This is what they make money of (cellphones).
Air time and cellphones are different. One depends on the other one to sell.
Next time you get a cellphone (ex: motV3) that is not working propertly do not call and say:
"You sent me a cellphone that is not working 👿 !!!!!! Its your, your, your, your fault. Send me another"
Think about it this way.
>First of all I did no sent a cellphone, do not blame it on me.
>The cellphone that you received came from our warehouse, but guess who gave it...
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I couldn't agree more. But I do have to say that we have done this to ourselves. As much as I hate to say it. The sales reps and managers before us have killed it. We have taught the celluar customer that if they bitch hard enough they will get what they want or at least they think they are getting something that no one else is getting. It is sad because it seems as if they think they are cool for trying to raise hell. So it has just been the snowball effect. But it gets old fast and I don't know about all the others out there but I am tired of powdering every single customers bottom so that they will keep their $29.99 200 minute plan from the 1800 with my company or so they don't deact and hurt my bonus at the end of every year. Can...
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You are correct 100%!!! I don't think we can blame this all on wireless - it's the concept that the "squeaky wheel gets the grease." I have done my best to reward those customers who are good as much as possible while making sure those customers who were raising heck were served properly but not rewarded for throwing childish trantrums. The solution to "fix" this, I don't know. Be sure to reward those customers who are good, properly serve tantrum customers without rewarding (or as little as possible rewarding) their tantrums...
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aaaaaaaaaahhh! and this freakin phone wont stop ringing off the hook! Please dont call me asking stupid questions...I understand that you want to know how to take your phone off of vibrate, and how to add a contact to your list, or how to make your display stay on longer. Alot of this information can be found in the owners manual that comes with the phone when you purchase it. If you would only not be so damn lazy and RTFM!!!
Oh, and I am SO SORRY that somehow your voicemail password just RANDOMLY reset and in all actuallity your amazingly retarded self forgot what it was...now your voicemail account is locked and you have to reset it, losing all messages in the process. Now because of your brilliance YOU just lost a customer.
Nobody in ...
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Oh, and I am SO SORRY that somehow your voicemail password just RANDOMLY reset and in all actuallity your amazingly retarded self forgot what it was...now your voicemail account is locked and you have to reset it, losing all messages in the process. Now because of your brilliance YOU just lost a customer.
Nobody in ...
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hmmmm, I'm wondering if you in customer service or sales? This basically describes your job if your in customer service (answering customers questions), or basically doing what's expected from a sales person (as long as the person asking the question is a paying customer).
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No, today was just a bad day. I work for an indirect store so we do both. There is no customer service or sales department if someone walks in the door we help them, no matter if its a new activation or a billing problem.
It just gets pretty frustrating when people call in about the dumbest things that they could have easily figured out on their own. But, I still answer the phone happily and tell them how to fix it with a smile on my face, its what I get paid to do.
It just gets pretty frustrating when people call in about the dumbest things that they could have easily figured out on their own. But, I still answer the phone happily and tell them how to fix it with a smile on my face, its what I get paid to do.
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You, sir (bestowed honor earned), are the exception. As a customer of cell companies for over a dozen years, it seems that customer service has been largely abandoned with the string of mergers. In general, I could not agree with you more, except for one item. The premise that I take exception to is that all cell company employees (and companies for that matter) are honorable. Couple of examples:
I live in an area where for 10 years I was promised over and over and over again if I just upgraded from analog to digital or digital to gsm or gsm to gsm2 or to this new phone that I could actually make a phone call from my home (about a mile from the nearest cell tower on flat land). Never happened. When I challenged the company store or ...
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I live in an area where for 10 years I was promised over and over and over again if I just upgraded from analog to digital or digital to gsm or gsm to gsm2 or to this new phone that I could actually make a phone call from my home (about a mile from the nearest cell tower on flat land). Never happened. When I challenged the company store or ...
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I have been in this business for the last 5 years. Not long by some standards, but with the turnover rate in this industry, 5 years is a long time to stick with it. I have had my share of crappy customers and I have had my share of awesome customers. They are pretty much equal in the sense that you walk away with a different perspective of people.
I still love my job the day after a customer is about to jump over the counter and beat my A$$. I will still transfer a customers phones #'s by hand after the previous customer belittled me. I am here for the good and the bad. I get frustrated too! A lot as a matter of fact. But I hang in there cause it pays me better than any other job where I live, as long as you don't have a college...
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I still love my job the day after a customer is about to jump over the counter and beat my A$$. I will still transfer a customers phones #'s by hand after the previous customer belittled me. I am here for the good and the bad. I get frustrated too! A lot as a matter of fact. But I hang in there cause it pays me better than any other job where I live, as long as you don't have a college...
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ATTENTION ALL SPRINT STORE EMPLOYEES
How about YOU try having a clue about your phones, your service and perhaps not coming to work stoned.
Want to see a bunch of stoned kids who never answer the friggin phone and dont know squat? Dont do squat but stand around and make customers wait endlessly for nothing? Stop by a local sprint store!!!
If Sprint store employees want their customers to be nicer, they ought to try offering good customer service instead of whining about how upset their customers get!!
How about YOU try having a clue about your phones, your service and perhaps not coming to work stoned.
Want to see a bunch of stoned kids who never answer the friggin phone and dont know squat? Dont do squat but stand around and make customers wait endlessly for nothing? Stop by a local sprint store!!!
If Sprint store employees want their customers to be nicer, they ought to try offering good customer service instead of whining about how upset their customers get!!
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Re: attentnion all cell customers
by cutter2668 Jan 31, 2006, 6:22 AM
ATTENTION ALL SPRINT STORE EMPLOYEES
How about YOU try having a clue about your phones, your service and perhaps not coming to work stoned.
Want to see a bunch of stoned kids who never answer the friggin phone and dont know squat? Dont do squat but stand around and make customers wait endlessly for nothing? Stop by a local sprint store!!!
If Sprint store employees want their customers to be nicer, they ought to try offering good customer service instead of whining about how upset their customers get!!
I think you missed the point to this your a customer and you expect the world and you were pissed off cause you didn't get what yo...
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by cutter2668 Jan 31, 2006, 6:22 AM
ATTENTION ALL SPRINT STORE EMPLOYEES
How about YOU try having a clue about your phones, your service and perhaps not coming to work stoned.
Want to see a bunch of stoned kids who never answer the friggin phone and dont know squat? Dont do squat but stand around and make customers wait endlessly for nothing? Stop by a local sprint store!!!
If Sprint store employees want their customers to be nicer, they ought to try offering good customer service instead of whining about how upset their customers get!!
I think you missed the point to this your a customer and you expect the world and you were pissed off cause you didn't get what yo...
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Maybe they made you wait because you were errogant and mad and no one wanted to talk to you! They were all sitting there playing 3 card poker and whom ever lost was the lucky guy to help you out??! Jump on the other side of the desk for a day and see how you would react to see someone come stomping into the store getting ready to blow a gasket because something is wrong and no matter what it is, even if they dropped their phone and a car ran it over into a mud puddle, you will still get the blame for haveing sold them the phone that couldn't withstand that much damage?! Gee what was I thinking about when I decided to sell you a phone that couldn't withstand a comet hitting it? back to the drawing boards fellas!
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yea i have calls all day with our phones because there not water proof get a freaking grip people and liquid damage does include rain some people dont understand that
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Oh, don't get me started! I had a customer who's phone showed all the signs and stickers of liquid damage. When we asked how it got wet, she said it had never been wet. She then dropped her daughter's phone and her 6 month old son picked it up and put it in his mouth. I jumped up and removed the phone from the baby and asked if the baby had ever mouthed the other phone. She said "Well, I let her teethe on it when I change her dipaer, but that isn't liquid!" My jaw bounced off my desk 4 times. GEEZE!
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Ha ha...its customers like u that make my job exciting! I like dealing with customers like u who prolly cant afford to pay your bill so you call in and cuss out customer service for a credit and then u come into the store to trip about your phone because you can barely afford the service and your beat up year old phone is dying to be replaced...yep you're a typical cell phone customer trying to hassle a phone company. See what u dont realize is that its customers like u that cost cell phone companies money. If u pay your bills on time, quit tryin to hustle money out of us, then we might just do you a favor and save you a little money. No matter if u go to Tmobile or Verizon, any store rep who isnt paying enough attention to you is prolly alw...
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THATS AWESOME!!!! I wish my customers could learn how to read their bills and realize that if they only have 900 mins on their plan and they go over by 400, every single month, then maybe they need to up their plan! Or the ones that I love the most are the ones that sign up service and I hear them say no they dont want SMS and then they come in after their 2nd bill prints and their phone is turned off because they used 4000 SMS in a month!! Really, do you not have anything better to do than SMS all day long? PICK UP THE PHONE AND CALL THE OTHER PERSON!!! Its cheaper for you!!!
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This is the dumbest thing i have ever heard, #1 it is YOUR JOB to help the consumer when they come in the store, you are PAID to be professional and helpful to the consumer, It doesnt matter if the person came to the store with the worst attitude ever, there should not be a biase towards that, now sure, it may be nice to have a customer come in that a nice, but regardless of the matter, your paid to do your job, and by having a biase such a that towards rude customers, you arent doing what your paid for, and personally if I were your manager, I would fire you in a heart beat. People have bad days, people arent happy when their cell phones break, the last thing they need is some dumbass at the counter giving him an attitude or not helping hi...
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I'd say probably 90% (if not more) of the people that work in the cellular industry are the same way. Actually, having 9 years of retail experiance, it's the same no matter where you go.
We may be getting paid to do our job and maybe, as employees of said company doing our jobs, we shouldn't have bias based on attitude. But regardless of occupation we're still human beings that don't deserve to be treated in such a manner for something we didn't do.
We may be getting paid to do our job and maybe, as employees of said company doing our jobs, we shouldn't have bias based on attitude. But regardless of occupation we're still human beings that don't deserve to be treated in such a manner for something we didn't do.
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I agree with part of what you say and I disagree with part of it. Sometimes a rep will push a customer over the edge and create their own problems and sometimes a customer will come in with the intention of being a royal pain until they get what they want.
Neither situation can really be condoned. On the part of the reps we need to remember that the vast majority of customers only want what is reasonable. They don't have the knowledge of the industry that we have nor do they really care. They only want their phone to work when, where, and how they want it to and for the price they want to pay. When they have a legitimate phone issue they want to be helped.
The vast minority of customers want a phone replacement after they drive over it o...
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Neither situation can really be condoned. On the part of the reps we need to remember that the vast majority of customers only want what is reasonable. They don't have the knowledge of the industry that we have nor do they really care. They only want their phone to work when, where, and how they want it to and for the price they want to pay. When they have a legitimate phone issue they want to be helped.
The vast minority of customers want a phone replacement after they drive over it o...
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Well, in Utopia it wouldn't matter how you treated others, you would be treated wonderfully even if you were intentionally offensive. However, when you deal with people, and last time I looked most sales reps were still people, you get what you give. You give nastiness and you will probably recive nastiness.
Whether the person is paid to give otherwise or not.
Whether the person is paid to give otherwise or not.
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yes. it is our job. but we're people, too. and deserve the same respect as everybody else
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Why is this in the "Rumor Mill" section?
What's the rumor?
And how many time is someone going to post this same crap.
The people you are venting about are to stupid to even KNOW about sites like this. If they did, they wouldn't be calling you or going into a store acting like they do.
What's the rumor?
And how many time is someone going to post this same crap.
The people you are venting about are to stupid to even KNOW about sites like this. If they did, they wouldn't be calling you or going into a store acting like they do.
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If you drove your car into a lake, would you expect Toyota to give you another car?
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if it was due to a defect that was engineered into the car or due to shoddy work at the factory, I think that I would expect Toyota to give me another one. As long as it was a Toyota in the first place.
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You mean I shouldn't cuss out the store rep for the problems I am having?
Why not?
(note: Sarcasm)
If you swear at me, insult me, yell at me for things I didn't do, do you really think I will help you?
No, I will get you out of my store ASAP!
Why not?
(note: Sarcasm)
If you swear at me, insult me, yell at me for things I didn't do, do you really think I will help you?
No, I will get you out of my store ASAP!
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The GOLDEN RULE: Do unto others as you would have them do unto you. I think that sometimes a customer does need to realize some people actually are trying to help them out with their problem, and while I am sympathetic to a customer who has had problems, it is easier for me to help a customer if they let me. If a customer is screaming at me for something that happened prior and does not tell me the issue I have no idea what the problem actually is, nor can I solve it. Also, I totally agree with you on the statement you made about the free phone. Most wireless companies give incentive to sell bolt-ons like insurance. Most sales representatives gve info and benefits on insurance and still the customer refuses it. I think at the point as ...
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I wanted to get my two cents in on the subject because for me this is a hot topic. I am a franchisee of a national cellular retailer called Wireless Toyz. We just like alot of the "mom and pop" operations sell alot of the carriers mentioned but operate our business as a franchise which means we sell at corporate level prices and handle customer service alot better too. We too handle different customer issues but here is what I've learned over 7 years. Most the time when an upset customer comes in your store it's either because you are there last hope in there eyes or something else has happened in there life and there problem with there phone is just the last straw for them. I don't care what it is but as a retailer we have to go out of...
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This looks like an old topic but cellnuts point is extremely valid. Some customers so completely overreact that you wonder where there actions are comming from. I personally have worked for 3 difference cell phone companies. Over that time, I have been threatend with physical violence, yelled at, cursed at, talked extremely vulgar to, have phone thrown at me, doors broken, and various other extremely insulting things. Some people go way overboard when it comes to cellphones, it is a means of communication, not your life. If someone comes in and is nice, I will bend over backwards and do my level headed best to help. But people who are rude, I am more likely to call the cops then go out of my way to help them. So the basics are if you are mad...
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I totally agree. The REPS can only do so much. Usually its customer service that's messed things up. And over half of these people can't help you; because they CAN'T even speak English. And I'm NOT trying to be rude. But that's how it is. 😕
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Which brings me to my favorite line. BTW, to only be used after the "I'm just going to change to the company in the big city" line has been used a few dozen times.
We here @________________ want only happy customers. If we are unable to make you happy, please go to another company that maybe will have better luck. Remember, however, that we cannot service your phones or help you with customer service with that other company in the future, and that you will have to drive back to the big city when you have questions or want to vent.
I have only had one customer actually take me up on this, and that one has returned after a horrible experience with the "wonderful" company he ran to. Since I say it with charm and a brilliant smile, it u...
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We here @________________ want only happy customers. If we are unable to make you happy, please go to another company that maybe will have better luck. Remember, however, that we cannot service your phones or help you with customer service with that other company in the future, and that you will have to drive back to the big city when you have questions or want to vent.
I have only had one customer actually take me up on this, and that one has returned after a horrible experience with the "wonderful" company he ran to. Since I say it with charm and a brilliant smile, it u...
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🤨 Well, I'm a major wireless phone employee, in customer care, (call center) and I gotta tell ya, I can get several different types of calls. One from the nicest person you will ever hear, to the downright bitchiest, rudest, and most stuck up people you will ever know about. Personally, the old saying, "You'll catch more flies with honey than with vinegar", really holds true. If a customer calls in snotty as a ten year olds nose, you ain't gonna get good service. I guarantee that I will either get you off my line as soon as possible, and not care, or well not care. If your nice to me, and make polite demands, that are REASONABLE, even to a supervisor, then we'll do our best to help. 🤤 😈
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The cell phone customers on this site usually look to the forums for guidence on a particular question.
The ones that need to read this particular post are out yelling at a wal-mart supervisor because his/her rice krispies only said snap and crackle, or some b.s. 👿
Nice thread/post though. 😁
The ones that need to read this particular post are out yelling at a wal-mart supervisor because his/her rice krispies only said snap and crackle, or some b.s. 👿
Nice thread/post though. 😁
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You're an idiot. It is your job to take the bad with the good. I am sure you are not always the best customer. The cell phone companies tout free phones and cheap upgrades. People are only asking for what they believe they deserve. And yes, being a loyal customer to a wireless company should mean a great deal to the company. Without us they have no one. So pull your head out of the clouds, and get a sense of empathy!!! 🤣
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true. but without us, you wouldn't have a cell phone in the first place. so HA!
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Do you think people care that you don't care? I don't think so. So, shut up and do your freakin job.
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People like you should care. I work for the insurance people...and believe me you, when we get you on the phone, we are sweet as pie. but as soon as you hangup...your phone is sent to the wrong address and is buried in paperwork for at least 10 more business days because the address was 'wrong' (oops 😲 ). So the next time you are nasty to someone on the otherside of the phone (or counter), remember, you are only one click of the mouse away from being VERRRY inconvenienced. 🤣 🤣
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Aint that the truth!! being rude isnt going to get them anything but out the door asap...and as far as going to another carrier go ahead I dont really care, it doesnt hurt me in any way shape or form i'm usually happy when "these" customers say that, it usually means that I don't have to deal with thier annoying attitude anymore. 🙂
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I love all of these posts.
Granted I've only been in the Cell business as a sales rep for roughly 3 months, I and I'm sure everyone who posted here, has dealt with the same scenarios. This thread has taken every feeling Ive had and brought it out of me.
AND ALSO:
When we say we close at 8 PM, we mean it!!
-Terry
Granted I've only been in the Cell business as a sales rep for roughly 3 months, I and I'm sure everyone who posted here, has dealt with the same scenarios. This thread has taken every feeling Ive had and brought it out of me.
AND ALSO:
When we say we close at 8 PM, we mean it!!
-Terry
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not only closing at 8PM. but opening at 10AM. i had a customer pound on the door so hard a couple of weeks ago that it made the store shake. (i work for an independent agent in a small store) this was before 9AM, mind you. not 9:55AM. people who pull stunts like that make me NOT want to open the door for them. not to be rude. but because i'm concerned for my own personal safety. and for the love of God, don't use your keys to tap on the glass. that scratches it. which I'M responsible for!!
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Amen brother, Same exact situation, same hours..haha
just dealt with a 16 year old who told me im hot and wanted my number.
Kids these days...
just dealt with a 16 year old who told me im hot and wanted my number.
Kids these days...
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i know the feeling. i was outside smoking a cigg the other day and had a whole car full of jailbait honking and waving at me. lol
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Hear your frustrations. The other side I've experienced, and it probably has more to do with generational values than anything. I work hard to make a living, and my cellphone is a key part of my success. More often than not, when I go to a cellphone store (Alltel), and the person helping me has a very lackadaisical attitude, not service oriented at all, it doesn't fly. Just as I do with my customers, I expect the Alltel person to take my problem as their problem also. The stores I've been in seem to have a high turnover rate also. That doesn't help, as again, many times, the Alltel person can answer very few of my questions. To add insult to injury, they act pizzed that I expect them to know their job. Certainly don't expect them to ...
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😈 i just had a customer come in these people are always @$$hole's to us and dude has had his phone since june and wanted me to replace it he dropped it off a 2 story house. no insurance. wanted the 2 year price im like no my company pays full price and loses 150 on every phone so that sucks for you. i f-ing hate people like that
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I understand that customers come in feel that they deserve a discount for their loyal committment to the company, but I always want to tell them to ask themselves in other situations would they receive the same benefit?
I've had electricity for almost 10 years now, does that mean my bill is lower?
I've shopped at the same grocery store since 1996, does that mean I give cheaper groceries?
How about your company being loyal to you? If you have been with your provider for umpteen years, doesn't that also mean that they have provided you with their service for that same amount of time. Are you increasing your payments to support this establishment which has allowed you to so effectively communicate with people outside of your home? What...
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I've had electricity for almost 10 years now, does that mean my bill is lower?
I've shopped at the same grocery store since 1996, does that mean I give cheaper groceries?
How about your company being loyal to you? If you have been with your provider for umpteen years, doesn't that also mean that they have provided you with their service for that same amount of time. Are you increasing your payments to support this establishment which has allowed you to so effectively communicate with people outside of your home? What...
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most people are too stubborn to understand that... "gimme gimme gimme" that is the customer slogan
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Why don't you all go find another job? You know one where you don't have to deal with the public -- you know like, stocking shelves at night or something? You would be a lot less miserable, and I would bet your company's customers, you know "customers" the ones that keep your company in business so they can keep paying your salaries, would be a lot happier and more reasonable if they didn't have to face a bunch of hostile, whiney, think they know it all twerps when they entered the premise.
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We do know it all, well at least we know more than you do about cell service, phone behavior and customer service. We were trained in those areas, some of us for years. And as for whiney..... the only place we get to be hostile or whiney is here, in an anonymous, ambiguous, safe place where managers and jerk off customers can't get to us. Thanks for your opinion.
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I have to admit that there are a lot of customers out there that want something for nothing. This happens across the board for any retail industry. The problem stems from the countless people that try to "cheat" the system on purpose. The majority of the customers just don't know any better to do the research.
Case in point, taking a look at any phone search on eBay - you will find countless auctions for INFORMATION on how to get phones at discounted rates. Honestly, each and every last one of them is designed to force the company to accomodate the customer to salvage their loyalty. If you are "Joe User", and you are just wanting a newer phone discounted, this seems like a feasible plan. The problem is, that if one thinks this throu...
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Case in point, taking a look at any phone search on eBay - you will find countless auctions for INFORMATION on how to get phones at discounted rates. Honestly, each and every last one of them is designed to force the company to accomodate the customer to salvage their loyalty. If you are "Joe User", and you are just wanting a newer phone discounted, this seems like a feasible plan. The problem is, that if one thinks this throu...
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You phone peddlers are crazy!!! You sell phones, not cures for cancer. Do you think that you are anymore important than a janitor? Come on down from the mountain and get a college degree that will actually benefit society (maybe just get a degree). Hmmmm, when I grow up I want to sell phones for a living, come on now. It is an admirable way to make a living, but every job has its drawbacks. You sales reps make it sound as though you are in Iraq fighting in the war. If things are so rough for you look for a profession that doesn't include dealing with the public or don't you want to lose your company discount on phones and plans (paying full price for everything would be a bitch). To cellnuts who originally posted this topic by saying...
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No we sell things that people only think they need, to people to are silly enough to want the latest greatest technology but not smart enough to work it or come up wht the money to pay for it.
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get a real career and you won't have to deal with people being jerks to you in a phone store...i mean honestly an adult selling phones? is this your calling? lol
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Here is another little tip for customers who would like a little extra help on-line. READ what the rep tells you. The answer to your questions is not going to change if you talk to twenty other people.
Web Chat Agents are more than willing to go the extra mile for you and would love nothing more than to be treated some respect and courtesy. If you do treat us with respect you are going to great service. We do not make the rules for upgrades, prices and inventory. So stop asking why we can not change the prices just for you. We cant! If you are unhappy with something complaining to a CSR, Sales Rep and or Web Chat Agents is not going to make that person want to help you or go the extra mile to make sure you are getting the best deals.
I...
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Web Chat Agents are more than willing to go the extra mile for you and would love nothing more than to be treated some respect and courtesy. If you do treat us with respect you are going to great service. We do not make the rules for upgrades, prices and inventory. So stop asking why we can not change the prices just for you. We cant! If you are unhappy with something complaining to a CSR, Sales Rep and or Web Chat Agents is not going to make that person want to help you or go the extra mile to make sure you are getting the best deals.
I...
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