would rather cancel than pay his deductable?
I just had a customer who stripped out the threads on his antenna for his Motorola V60. It is still under warranty, but warranty wont cover any physical damage. Told the customer to get a new phone through his insurance, but he doesnt want to pay the deductable. Also he doesn't want to move to cingular, plus there is no blue upgrades available. Customer is very angry about this and doesnt want to continue service with AT&T if he has to pay his deductable. wow, $40-$50 dollars for a deductable. He would rather move to an entirely different company and pay the ETF. like what is wrong with some people's thinking? 😕
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HAHA
I've had them threaten to cancel over the $5.00 fee for Warranty Exchange fee for EWL/CEC. The last person that threatened to cancel over the $5, I got over to customer care and they started processing his request to cancel. Of course, when care told him he'd have to pay $175 ETF, he got irate and said he'd pay it "on principal".
Yeah. I'd MUCH rather pay $175 than $5.00. 🙄
I dunno. If principal cost me an additional $170, I'd go the cheaper route first.
I've had them threaten to cancel over the $5.00 fee for Warranty Exchange fee for EWL/CEC. The last person that threatened to cancel over the $5, I got over to customer care and they started processing his request to cancel. Of course, when care told him he'd have to pay $175 ETF, he got irate and said he'd pay it "on principal".
Yeah. I'd MUCH rather pay $175 than $5.00. 🙄
I dunno. If principal cost me an additional $170, I'd go the cheaper route first.
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not_in_halifax said:
HAHA
I've had them threaten to cancel over the $5.00 fee for Warranty Exchange fee for EWL/CEC. The last person that threatened to cancel over the $5, I got over to customer care and they started processing his request to cancel. Of course, when care told him he'd have to pay $175 ETF, he got irate and said he'd pay it "on principal".
Yeah. I'd MUCH rather pay $175 than $5.00. 🙄
I dunno. If principal cost me an additional $175, I'd go the cheaper route first.
Well thats fine process the Warranty exchange, let him get the chargeback from Motorola, then ask motorola why 🤣 😈
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The nerve of some people...geeez...thats quite phsyco actually...he would be paying around the same amount with another company.
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now a new question...whats with these ppl not understanding any commercials. I had a cust wanting to escalate because he thought that he had the m2m as it had said on the tv and our IVR system. The supervisor made me credit him back the whole 171.25 that he went over in his minutes. He is not the only customer that has escalated over this kind of issue, I've had a lot in the last few weeks. damn commercials. then he wanted to migrate to cingular for the feature but he was in a divested market...I unno, just blowing off some steam, I dont understand why most customers think its our fault that things go wrong all the time.
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Ya...i like how customer think that just add roll over minutes,m2m and EE on there accounts because they see them being advertised on t.v. ....i explain unfortunalty we don't just randomly access our customer accounts and change their rate plans around on them.
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yeah, I know, they expect us to have gone into their accounts and make drastic changes, ( which would extend their contracts with AT&T) just because they saw a commercial. If we did something like that we would be in huge sheist. Hasn't anyone heared of calling in to make sure on some things rather than assuming? alot of these customers make the same mistakes.
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I really dont feel like taking calls today at all...my fiancees in the hospital and might be having our baby a couple of months early so I'm very edgy...thats not good for the customers, considering I am very liable to snapping on anybody who looks at me funny. 👿
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Most customers who cancel for stupid reasons call back to reinstate service. They think someone is gonna call them and beg them to come back.
They complain at their earliest convience, like the commercials. If it said rollover was available they want it and thought they have it just because of the merger. But, God forbid we offer them a promo and it extends their contract and who are the first to complain about contracts. Friggin Idots.
They complain at their earliest convience, like the commercials. If it said rollover was available they want it and thought they have it just because of the merger. But, God forbid we offer them a promo and it extends their contract and who are the first to complain about contracts. Friggin Idots.
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What customers don't bother to look at is that while the commercial is playing and on the print adds, it says at the bottom in small print, certain restrictions apply. And the certain restrictions are contracts, rate plans and markets
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i had a cust whos nokia 6010 broke and he demanded a v3 razor for free. my sup got on and straight up told him to go ahead switch companys. but in a more smart ass kind of way
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WHOA!!! You had a sup. that DIDN'T fold as soon as the customer demanded something, WOW!
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Yeah, I totally understand where you are coming from. I had a customer today who said that she never saw the RPF on her bill. She had the RPF since Dec 23 of 2003. I told her that we have always had this charge and it was even there for the previous months. She said, " Why don't you just include it in the $49.99, I mean that is false advertisement." I told her that we have those fees they are like taxes but taxed from the Wireless Carrier. She was like I am just so upset. So I gave her the 6 mos promo crdt for RPF. I mean come on.
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Pearl, I've had a similar customer. She spent 20 minutes arguing with me about the RPF. Not that she didn't want to pay it or anything like that. She felt like she was being misled, since her plan was 29.99, but the RPF made it 31.74 every month. "Why don't you just make the plan 31.74 every month, instead of adding all these fees on?" she asked. I explained that people generally don't trust prices that aren't rounder numbers. "29.99 isn't round, 30 is," she snapped back. I sort of shut her up with the explanation that the average person accepts 29.99+fees, versus including it in a 31.74 price tag.
I spent twenty minutes arguing with her, for no reason whatsoever. She wasn't complaining about being charged or asking for a credit. ...
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I spent twenty minutes arguing with her, for no reason whatsoever. She wasn't complaining about being charged or asking for a credit. ...
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Yeah I even had a customer who stated, "I signed a contract to pay $29.99 for my plan, you are breaking the contract I signed by charging me $34.82." and then I throw at them that we did not break their contract and thats taxes that they are paying for. I have had 2 customers say this.
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I just had a call, this lady and I don't mean to talk about any body from the West (Colorado/California) This lady calls me saying that she needs to know the incoming calls on her invoice and where are they coming from.I told the customers that we are not able to see that information. She says that she never took calls at that time of the day. So I said well I am going to check the ESN number for those calls to see if it is cloning FRAUD. It isn't of course because the system recognizes inbound and outbound calls picked up. Then I say to her basically what I understand is that you don't take incoming calls but only outgoing. She says only calls that she recognizes. So I said start tracking incoming calls. Then she says well she only knows th...
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