Shop Talk

I have worked in the industry for a few years now, and this never ceases to amaze me...


Customer - Excuse me, I bought this phone a week ago and it has totally stopped working.

Me - Have you made sure it's charged?

C - Oh, I haven't really used it so I didn't think I had to. (dumb a$$)

Or

C - Yes, it's been charged.

Me - Let me take a look at your phone and I'll see what's going on.

As I take the phone and start looking, the customer - of course - continues babbling about how dissatisfied they are with this service, and they were ripped off, and need their money back, blah blah blah....

I then push the power button.........

M - Well, your phone seems fine. It was just turned off. (pointing to ...
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Does anyone else ever have this conversation?

C - What phone do you have on sale?

R - We have the Nokia 2760 for free with a new two year contract or renewal. It is a flip phone with a camera and bluetooth.

I almost always get one of two responses:

1) So it comes with a bluetooth headset?

OR

2) Huh? What is bluetooth?

Please define for me the terms and conditions under which you would refer someone to be hired with your company....To be more specific would you refer a stranger? a customer?

Also... under what terms and conditions would you get credit for refering this person? would your manager let you get a referal credit if you just happened to mention there was an open position in your store?

thanks

I had someone call asking where they can get a beeper 🤣 🤣 🤣 🤣

Customer:
"SIMS" card.

Me:
Excuse me, what was that?

Customer:
A "SIMS" card.

Me:
You mean, a "SIM" card?

Customer:
Yeah, a "SIMS" card.
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OK, I know what they are talking about, but where in the hell do they get SIMS?

We're not playing "The SIMS" here.

Why are so many people so ignorant?! Even after I explain that it is simply, "SIM", they continue to say "SIMS". I know this is stupid, but it bothers the hell out of me!

I'm pretty sure the large sign on both ends of my kiosk says Sprint, so why ask about your Verizon phone does weird things after you drop it in water. Yes water makes phones do weird things. Call your insurance. Who sells an iPhone? Only att. Will your iPhone work on Verizon if bought from an apple store? No ONLY on ATT, they have an exclusive contract with Apple! And now why does your phone not work if dropped in water? I don't know go drive voer an hour to the nearest Verizon store and ask THEM! ::bangs head on counter::

Seriously, stop with the rediculous questions. Much less rediculous questions concerning other carriers and the bane that is the iPhone!

Who knows that when you move the sim card around in the phone that it voids your insurance for that phone.? 😎

So our company has purchased in mass quantities our "featured phones" for this quarter. They are in our lower to mid tier range phones as far as price goes. They are requiring us to have atleast a minimum % of these phones sold, or there's heck to pay.

The phones are the Audiovox CDM9200, Motorola V325i, Motorola W315, and soon to be the White KRZR.

But at the same time they are all over us about data, and accessory sales. Which phones can you sell the most data on (excluding PDA's)? Naturally anything VCast capable. You can go with txt/pix, vznav, vpak, etc... But yet 75% of promo phones this quarter aren't VCast capable.

Now on top of it they are pushing us to sell more of the new AC Premium plans, but yet the phones they'r...
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Just got a woman that called into my Sprint stand....

M: ......How may I help you today?

C: I have three lines right now, and we're a little behind on our bill. Can we set up more lines so we can have cell phones?

M: Is your service off?

C: Yes.

M: Then no. I could sell you a prepaid phone in the meantime....

C: That isn't going to work for me, I need three phones....What if I go to another carrier?

M: Then, based on your credit, You are probably going to have to put down a deposit.

C: I may as well pay off the ones I have now...

M: (to myself) NO KIDDING!!!!! (here's the kicker folks......)

C: Can you transfer me?

M: To Verizon?

C: Yes.

M: I don't think so. (click)

...That tells me their zip code instead of their area code is getting chokeslammed.


M- "and your zip code sir?"

C- "oh... uh... 516"

M- "No sir... the zip... the town you live in"

C- "Yeah that's what I said ... 516"


👿

It's not for my sake that I am not feeling a lot of love for our QA dept (They don't usually do my calls, my sup does them and I friggen won an award, one of the top 7 rated reps in our company for the first half of the year or some sh*te like that!)

But I have a co-worker who is one of the sweetest people I have know and has lead a very hard life but she trys by god... does she try.

She really feels for the customer (I've told her give it a year, you'll get over that.) She actually gets upset for the customer. She's new at this particular game but she's learning.

QA sat with her for two hours today and just tore her down. I don't think the agent was trying to make her feel like rubish, but he wasn't paying enough attention to re...
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Our industry has babied customers waaaay too long! If the industry as a whole would do away with some things than it would save us all headaches... and bring more money to the industry...

I believe phones should not be discounted. It just does not make sense, and cause customers to think that a phone should be included with the service... It's BS.. And I hate when a customer complains that they have to pay sooo much for phone service.. Well if you think it's too much than just have a home phone, and ask them to give you a handset for free too! You know your not getting a TV to use with your cable, or discount on A/C to use the electric... It's just a bad bad policy.. In Europe they don't discount phones at all... Everyone knows that...
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C: Is the manager here?
M: No he is off until tomorrow.
C: Oh well that sucks. You probably can't answer my question.
M: Well I can do my best. What is it you need help with?
C: Do you have any BT headsets?

Are you serious? Is it cuz I'm a girl, because my name badge doesn't say manager or what? My manager is an idiot. I'm surprised he knows what BT is!!! I would not have this job if I did not know my stuff. I wanted to be like "Oh you're right. I've only worked in the industry for almost 2 years, I'm completely clueless when it comes to knowing what I sell in my store." Oh well. I ended up selling her the BTA II adapter and a $60 Motorola headset. What do you guys want to tell them when you get crap from people like that?

Just had a not-so-favorite customer call in.

C: Yeah, this is so-and-so.

M: 👀 (I just love it when customers introduce themselves over the phone like we know all of them by name; however in this case, I did.)

C: I was wantin to know when my contract is up i thought it was up in march but i seen some k-y-c-o-e-r-a-e for 10 bucks and was wantin to know when my contract is up so i can get a new phone.

Yes, all one big run-on, and notice how he can't even SPELL Kyocera correctly...and I could tell he was reading it.

M: Hold on just a second while I look up your account.....Okay, your contract is up in March. However, you-

C:That's what I thought.

M: You are eligible to resign and get a new phone right now.

C:...
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For those of you that are not too prone to windows but love your carrier that your with and still want to have the I phone Enterface then this Forum is for you...

I have a PPC 6800 Running Windows Mobile 6 Being that I work for a division of sprint I was taken by the I-phone's Look and Operating system components. I came acrost a program (requires a little scripting) but I replaced the windows OS with the I-Phone Enterface. I was even able to change the windows Mobile Logo when the phone first starts up. I came up with the slogan MI-PHONE with the M like a light grey and the rest of the lettering a light green... and of course i couldnt have the apple logo ... No that would be a infrengement issue instead i chose a pear. so I have all thi...
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Me: Hi, Welcome to Sprint, how may I help you today?

Customer: Yeah my Blackberry is saying insert sim card, I'm not sure what the problem is, it just started.

Me: Well let me see if I can help you with that, I'll take a look at it.

I removed the battery and took out the sim card. Holy corrosion batman! The contacts on the sim card were rusted and you could even see the corrosion where the sim goes inside the Blackberry.

Me: Did this phone ever hit water?

Customer: No, I've never gotten it wet, what are you talking about?

Me: Well sir, there's obvious corrosion here on the sim card, and inside the phone. Are you sure that it NEVER hit water?

Customre: Yeah, it's never hit water, I think I'd know, wouldn't I?

Me: Well ...
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I know this belongs elsewhere, but not getting responses. My Co-Worker and I are trying to find any pictures and/or links to pictures of the upcoming LG VX8800 Venus in pink.

Any help would be appreciated!

Thanks in advance...

contrary to popular belief, i don't hate ALL of our customers. but it seems like every single time i actually get a call from a sane and polite person, i know what is coming next. water damage, phone oow, can't verify the account, you get the drift. i wonder why the people i'd like to be able to help, i can't...and the people i'd like to kick in the kneecaps...i have to.
although, sometimes once these "nice" people find out i can't replace their phones...they change their tune. and that tune goes something like this, "YOU F***ING B****! DO YOU HAVE ANY IDEA WHO I AM!?! I NEED MY PHONE...BLAHBLAHBLAHBLAH" 😈 😈 😈 😈 😈 😈 😈

We all tell stories of dumb/stupid/lazy/irresponsible/angry/retarded customers. What creeps me out is that even though we tell lots of stores... all of us in here are just a drop in the bucket. Think of how many carriers there are. Then realize how many store locations, direct and indirect there are for those carriers, and the amount of store agents that deal with customers. Then also add in the amount of call centers and all the Customer Care agents. Then add in Telesales agents, Tech support (all types) Activations, Warranty/Insurance, Saves for those carriers that have them. We've all had our run in with an insane customer... but there's still just a handful of us on Phone Scoop, much less in Shop Talk. Imagine the stories we're NOT hear...
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I work for a Verizon Indirect by the way.

Me: Hi. How can I help you?

Cust: I don't know if you can do anything for me, but hopefully.

Me: What's the problem?

Cust: My phone was stolen yesterday. So I called customer service, had the line canceled, and asked about getting a new phone.

Me: I'm sorry to hear that. What can I...

Cust: (Really, really angry) The son's of Bitche's told me that I'd have to pay like $300 some dollars to get a new phone! What is that **** all about?

Me: Unfortunately Ma'am, if you're still under contract and you're not eligible for an upgrade, you will have to pay full retail price for a new phone.

Cust: (Even angrier) What the F***? I pay all this money every month, and for what? I should b...
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