Shop Talk

As seen on the home page of PhoneScoop today:

http://www.moconews.net/entry/419-bill-may-require-c ... »

For those of you who are too lazy to read the article above, Congress is attempting to pass a bill that would force wireless companies to give customers the option of buying a phone at full retail and not having to sign a contract. Congress has attempted to pass similar bills in the past, but the initiative has taken center stage since Apple released the iPhone. With the iPhone, you have to pay full price AND sign a two year contract. I know that AT&T changes their policy on this often. I am unsure of the policy currently, but in the last two years I have heard the following:

1) A c...
(continues)

Customer is here right now waiting with me on hold with customer service disputing taxing issue that they think they should be credited back for since May! They insist that I call for them. So now I have been on hold for about 20 minutes waiting for a supervisor while the customer does nothing but complain and threaten to disconnect all three lines of service...Man I need a cigarrette!

I had a customer trade in a phone yesterday and I was going through clearing everything out when I came across so really odd pictures. There was a young girl about 7 or 8 tied up in a wooded area. She did not look really scared but she did not look happy either. I am not sure if the pictures are just a joke or for real. What would you do in this situation?

I get paid hourly + commission. So since I get paid commission and that makes up a big part of my salary I feel that we should not "marry" our customers. Usually I try to resolve the situation within a few minutes (15 min. tops). If this doesnt work, or the customer isnt hearing it; I refer them to customer care. Some people may find this to be the wrong thing to do... well I sure as hell dont. I have 10-15 people in the store waiting to be helped at all times and even just one customer with a bill problem thats complex can hold all of them up for 30 minutes and potential sales could be walking out of the door. Furthermore I am in "sales". Sure I help customers with issues... however like I said before I get paid commission and I refu...
(continues)

I have been working on a 40 line activation with a bus company. SO far so good and the best part is they are coming from sprint so it wont be to hard to get them to switch 😁 Other then that its been one of those days when you take nothing but bill payments ☹️ How is everybody else day been?

My store is across the street from Walmart. We are usually pretty slow and they do not do much wireless business either. I just had a customer interaction that added to my Walmart hatred.

C - I called about upgrading my husbands phone...because I have AT&T. They told me I had to wait until the 21st.

R - Of March?

C - No, this month. I was just at Walmart looking at the phones. We get a free one, right?

R - It depends on the phone your choose. You get a discount and the prices start at free and work up. And prices can differ from store to store as well.

C - The RAZR. That is the one they have for free.

R - (sigh) Unfortunately, the RAZR is $90 and it comes with a $50 mail-in rebate. It is the same at the store downtown (COR)...
(continues)

HAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHA! !!

That was the quote of the day....

We just had a customer come in that my manager was dealing with. She insisted she was eligible for discounts, that she was not eligible for. Then she accussed me of giving her the wrong rebate form 3 months ago, just because customer care told her it was the wrong form. She upgraded her phone and took the half discount we could give her. She kept complaining about dumb shi#* we couldn't help her with and just being annoying the whole time. When she was leaving she said "I don't mean to be that pain in the @ss customer." I seriously almost fell off my chair with laughter.
My store closes in 6 days....I don't care...go away.

who works for Asurion.

I have a question to ask and I just want to know the answer before I call so I'm not taking up a reps time on the phone if it's not something that can be done.

Thanks in advance 🙂

This isn't by any means bad... But it's amazing how many customer trust a salesman's opinion.

Honestly when you call in and ask about the phone you want to get - do you expect me to tell you about all of it's faults?

Regardless of how much the phone costs I get the same sale. Lol.

I mean it's nice that there are some honest good hearted people out there still (they're becoming scarce.)

If more of these customers were out there, my day wouldn't be so dark lol. I'd love my job. People like this make my day.

Any of you phonescoopers from Washington state?

Me: than you for calling black and yellow, my names Brian may I have the wireless number you're calling about?

customer:555-555-5555

m: Thank you , may I have your name and the password to access your account?

c: Tana Smith, and mom what's the password? (in background ber momtells her the password)0000.

m: thank you how can I help you today?

c: I just needed the password. bye

The Regional Carrier I work for is shi;ppping us Allcatel branded phones this week, but I've never heard of 'em. Can anyone tell me ANYTHING about them?

I understand it is frustrating that your new phone's internet and other services are not working. However, it would be appreciated for you to call tech support about this on your own time, not at work where it causes customers to be helped more slowly, and causes work to be shifted to your coworkers.

In addition, I don't appreciate that you think the rest of us just take it for granted that you spend half the day on the phone with tech support while we pick up the slack.

Besides this, I really wonder why you had the phone exchanged for this issue a day or so ago, something you should have known was not hardware related as it has happened to several customers and a even fellow coworker. Replacing a phone for that issue just pushes the...
(continues)

well technically afternoon but who's counting. How was everyones weekend?

first of all i have to say i am bewildered this conversation actually took place, and that was able to hold my composure and not laugh in the mans face.. 😳



Custy: Im switching jobs and they are giving me a new BB and i have to send this one back to corporate, how can i save my info?

Me: The best way is to sync it

Custy: Why? i thought you werent supposed to get it wet. (said with a straight face) 😳 👿

i was able to explain the process and contain my laugther til he left.


so gimme some criteria for my PDA/Smartphone application to up in my store

anybody here who knows something about lifeline basics plan?


just asking... 🙂

I have a "mild" mark up on my outright sales. About $40-50 which is only about a 25% average markup. I don't pretend they are cheap, but I hate when customers try and tell me they can get the same phone out right for $100+ less than my cost. I tell them they should go get it then. Where do these people get their numbers!?!?!

... and work on our "taking turns" skills...

So a little primer on the break/lunch system in the funny farm I call my workplace...

In sales they schedule everything for you to the minute as far as breaks and lunches are concerned. If you get off their schedule you can end up in trouble. It's a pain.

Our department is so small and only in one building that we can be more flexible. We have a white-board with boxes to put your name for lunch and break. You pick you lunch time when you come in and when you want to go on break you put your name on the board. If the slots are full you go onto the waiting list and the person to come back from break is to take their name down and move you up.

It doesn't always work out that way but ...
(continues)

I had a customer come in on December 6th to do an assumption. An assumption is when one person takes over someone elses account. AT&T calls it a transfer of service. Anyways, he already had an account with Cellular One. He was on the Statewide Unlimited plan for $55. His fiance and her daughter were sharing a National 900 minute plan on their account for $69.99. He wanted to have both phones put on his account. The daughter's phone would be a partner to his Unlimited plan for $50 and the fiance would go to the National 500 plan for $40. I filled out the paperwork and had both the customer and his fiance sign it. Then, I faxed it to the Assumption department and checked the following week to verify it was complete.

I did not hear from the ...
(continues)

Customer: I am eligible for my new phone, I want the Venus For free

Me: Well let me see what I can do...

Me: Well you are eligible for your upgrade discount the Venus will be 200 with your 2yr renewal.

Custy: WHAT??? I get a FREE upgrade and i don't want to sign a contract. I already have a contract!!

Me: Well thats how it works, we discount the phones for you every two years so that you resign with us. If you want a free phone we have several over here...

Custy: I will not sign a contract

Me: Well you don't have to sign a contract if you don't want to.

Custy: Good i'll take the venus

Me: Great $400

Custy: No its free.

Me: these phones are free with contract, the venus is 200 with contract. its $400 with no cont...
(continues)