Shop Talk

I have a lady on the phone who I have now been talking to for over an hour. She was having sofware issues with her Blackberry 8310. She was running software version 4.3 and based on the issues she was having, I advised her that I wouldn't be able to trade out her phone until she was able to DL version 4.5 to her phone. Well, she didn't know how to do that. And she didn't have the desktop manager DL'ed either. So, I have to walk her through how to DL the desktop manager first, and she INSISTED that I stay on the line while she DL's both the desktop manager and the Device software. I am NOT tech support! And I do NOT get paid as much as they do! I tried to xfer her to tech, but I was so NICE that she didn't want me to! Dammit!!

I hate when customers say that they have brought all their friends and family to XXXX carrier and that they are going to go and tell everyone they know that XXXX carrier was not willing to work with them. A customer usually says this after I try and give them at least 2 or 3 options to get what they want (usually an upgrade, or to cancel). I just want to tell them why don't you tell them what I DID try and do for you instead of all the bad because you wanted something that was ridiculous. Are you going to pay their ETFs for them to leave XXXX carrier? Are they going to cancel because of what you said if they are perfectly happy with their service?? Doubt it!

we've had like NO customers for TWO HOURS.

the moment i come back with my lunch hella people come in.


so irritating.... why can't they come in when i have NOTHING else to do!??!

Last month a man came in to set up some cell phones, DSL, and satellite TV. He told me they were on a limited income as he was retired and his wife is a minister and doesn't receive much as a salary. We went over what the first bill will be with all the activation charges, etc. and what his monthly bill will be. He was satisfied with the arrangement and we closed the deal.

Yesterday he came in to complain about his bill being way more than I had told him it would be. We sat down together and I began to look over his bill to try and determine what happened.

He had over one hundred dollars of additional programming charges. When I found the itemized list the "problem" became evident. Pay per View charges for titles such as "Naked B...
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has anyone else had a sucky sale day? had some interesting customers though.....

i spent from 10:00am to 1:30pm cleaning. i had three people come in for technical issues.

about 2:00 i had someone come in with a drenched Chocolate - and she LEFT IT ON so the thing was overheating. i actually burned my hand trying to take the battery out, while water is dripping on my just-cleaned counter....

about 2:45 i had an old couple - at least in their seventies - inquire about the blackberry storm. a couple questions into it and i realized they expected me to give it to them for free. with no data plan. fat chance.

i told them the price of the storm. i showed them the free phone - the u340 - and they actually stormed out all pissed off. uhm...
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This lady calls in interupts my opening, tells me her phone is not charging. When I finally get the number to pull up her info I ask her if she has the phone with her. She proceeds to tell me that she's not going through all the serial numbers and troubleshooting and that I am going to send her another phone that works, same make and model, to the billing address and that I had all the information I needed.

She said she was finished on her side of the conversation. When I was about to politely explain to her that we could not process an exchange under these circumstances, that we needed to get the information from the device in order to continue, she hung up.

So this dumb broad is under the impression that she will be receiving a pho...
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Does anyone know how to do this?

When you call a corporate store, are you able to discuss little things on someones account? Say for example there was an issue with a promo code or something like that?

I got a call today and didn't give away any info. I couldn't if I wanted to since I'm an agent, but still... it sounded a little bit odd.

Please wait for a Verizon Wireless sales representative to assist you with your order. Thank you for your patience!
A Verizon Wireless online pre-sales specialist has joined the chat. You are now chatting with Jarrod
Jarrod: Hello. Thank you for visiting our chat service. May I help you with your order today?
You: where's the iphone?
Jarrod: I'd be happy to help you with that.
Jarrod: Are you an existing Verizon Wireless customer?
You: no
Jarrod: The Iphone is not a Verizon phone.
Jarrod: What key features in a cell phone are most important to you?
You: anything that has a apple logo on it.
Jarrod: Unfortunately we do not Sell Apple phones.
You: ☹️
Jarrod: I am sorry.
Jarrod: What key features in a cell phone are most important...
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won a $100 bucks each, for NSCQ....

We are the sh!t...

We avg at a 3.09 < I think.... Oh well we still get that paper... 😁

...the custs who threaten to get me fired. This last lady was not only going to get me fired but also my supervisor. She's going to bring lawyers into it, the whole shebang. I mean do they really think they are going to get us fired for doing our jobs?! Come on lady, use some common sense!

Were getting our store remodeled this week, which is AWESOME, being as how ghetto it looks right now. But I'm pretty pissed because of the way the week has to flow as a result of being remodeled..

Yeah its going to be nice to have extra time off, but on Wednesday I have to work at a sister store, so basically I'm going to be making them money and nothing for myself. Getting the guaranteed pay this week as well, being as how were not going to be making any commission at all in our store, so another downer. And on Thursday, I'm basically on call as of when I need to come in after the remodel folks are done, to clean up the mess (drywall dust, anyone?).

So, my big question is, should I really honestly work hard at getting sales while I'm ...
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I just got a 'rep failure' for my 1st time in 14 months being here because i didnt show 'empathy' to a customer who wanted to cancel there service. Okay normally i would under certain circumstances.

But how exactly do you feel empathy for a customer who wants to cancel for no other reason but because the contract is up and has a work phone now and dosent use it.

How in the hell can i feel for that? Its not like i hate your service im cancelling or something.

Goodness...

M: How can I help you today

C: I just dropped this phone in water, and it doesn't work. What can I do to get another one?

M: Let's check out your account and see what options we have...Ok great, you can renew your contract and get a phone at the lowest...

C: Don't want to

M: 🤨 ok... well the other option is just buying a phone at full retail cost.

C: Why would I sign another contract if this one isn't up?

M: 🙄 to get a phone at the lowest discounted price

C: How much is your cheapest phone at full retail?

M: About 170

C: And they can't fix this for free? What's the point of a contract then?

M: (Face palm) do you have insurance?

C: NO

M: k... 👀

C: I'll just go to Verizon then

M: ...
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Wow, haven't been on here in a short forever. Well, in case phonescoop cleared out their archives and I no longer have legitimate proof that I was a tech, please let me assure you that for 2 years I was indeed a Solectron/Flextronics tech/trainer.

And if not for an unfortunately swimming accident, I would likely still be. Now I'm a GameStop geek instead.

Having said that, I'd like a little input from the more competant techs out there. Preferably the ones who actually know what a PRL is (not what it stands for, what it actually IS).

My hubby and I are forced to get new phones, as our 3 year old V360s are in their deathrows. We are considering either the Sam T819 or the Nokia 5310. I've read the reviews and they are less than pr...
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So messed up:

I'm talking to a customer about phone prices with new activation and if you can give them a discount etc. You step away for 1 minute max while they're looking to answer another customer's question and when you turn around your coworker is handing them THEIR business card!!!! What a b!tch...

had a lovely customer today. NOT.

a lady comes in to pay her bill
she wants to pay visa. at our location we do visa and check over the phone, therefore we need the billing account password to do so.
i try to pull up her account so i can see what she owes and have the info on-screen for when i call it in... but.... she doesnt know her password. lovely. we try the password she suggests. it doesn't match.

i start to tell her that we need the password in order to process the payment over the phone
she gives me some "whatever! you are ******* incompetent" and starts shoving her wallet into her purse and throws my pen onto the counter in my general direction.
i go, "no ma'am, i am not, i am NOT ABLE to get into your account without t...
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This is sickening. Why doesn't AT&T realize that people can make money on the iPhone by cancelling and paying ETFs and selling them online!? A five line cancel can be really detrimental to our stats and can make in nearly impossible to bonus.

Any other AT&T Retention reps get hit with the cancels for multiline iPhone cancels?

Who agrees that those should not count? THERE'S NO SAVING THESE CUSTOMERS!

I told the guy he could save over $1500 if he just returned them to the store and cancelled thru buyer's remorse. He said "no big deal, I'll just pay it."

He payed a $400 bill for the month so he's not going to profit much from this venture.

Frustration....

I just got a lady on the phone for a warranty replacement but her issue was that she was not able to make or receive calls and when her friends would call her, they would try to leave voicemails, but they were either being sent to other people's VM boxes, or they were never getting a VM box at all. It would just keep ringing. Obviously, this is a tech issue. So, I explained that I would get her over to Tech support. She then asked that I stay on the line just in case it turned out to be an equipment issue. So, I stayed on the line. Cuz I had to. The tech guy said that she didn't have a Voicemail box set up at all and that he had to build her one. Well...she went ballistic. She completely started yelling at him and telling him that she had cr...
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someone talk to me on gmail.


kristenleia@gmail.com