Shop Talk

My first impression of the day was kinda iffy..
well my first call is this dumb lady who kept asking me well "why cant YOU do it?!"(she wanted me to process her upgrade at the online price..um.. how about NO?!)
kept nagging and nagging i kept repeating the same thing over "our prices vary if you'd like to take advantage of our online discounts the upgrade WILL have to be processed online and no we don't bill to mobile" 😡

So I'm taking calls and I had gone on restroom break. I came back and started taking calls again and now I come to find out I didn't clock back in from restroom so I took about a 37 min restroom break.. oh boy.. here comes a write up.. i can feel it... 😡

Why isn't this day over yet?! 😢

Ok, so back in FEB we had a Valentines Promo for the RAZR, you got a Case, Car Charger, and gift card for some Chocaltes... for the same cost as a Car Charger alone.

This woman is throwing a FIT because she can't redeem the card for the CANDY because she hasn't got access to a computer (Anybody can get access to one, the public library will get you online, the college, just about anywhere... heck the college around here, which is a community college, has free computers to use that don't require any log in at all so ANYBODY can use them.)

So she's asked for a supervisor and is throwing a tantrum because they don't know what the heck she's talking about when she says the Godiva people told her she needed some sort of Campaign code.

Ov...
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Customer that comes in and tries to take advantage of me is getting dragged into the parking lot and kicked in the teeth...



...



...that is all...

I've been finding myself applying the 'Two Explain Rule' an awful lot lately:

Me- 'Your next bill is going to look kind of funny. Part of the month will be under Mary's name and the rest of the month will be under your name. If you put the two bills together, you'll have a full month of service.'

Cust- 'So the change doesn't take place until the next billing cycle?'

Me- 'The change is effective immediately. Mary will be getting a bill for service starting July 2 through today and you'll be getting a bill from today until August 1.'

Cust- 'Mary wanted the bill out of her name now. All of the charges are going to be on my bill next month, right?'

Me- 'That's right.'

What is so difficult about that?

Updated: 8:23 p.m. ET July 9, 2007
NEW YORK - Sprint Nextel Corp, which recently launched an advertising campaign to attract new customers, is disconnecting more than 1,000 subscribers for calling its customer service lines too often and making what the company called unreasonable requests.

The No. 3 U.S. wireless provider with 53 million customers said on Monday it started sending service termination letters on June 25. Sprint said the cancellations involved 1,000 to 1,200 customers who had called the company about 40,000 times a month in total.

Now how’s that for customer service?

...just wanted opinions...

First call

explained cust why he had to pay a deductible to get his phone replaced. He got mad. Then his wife got on the phone both had a heavy accent. She screamed at the top of her lungs. Said we were all pieces..

I tried to read her the terms and she screamed at me and said I was a F-ing piece and hung up on me..

My ears are still ringing and now I am just in a pissed off mood. I am so looking for another job monday- screw the call center

I just had a woman set a check on the counter saying she wanted to use it to pay a bill. It was written to VZW and dated for 2 months ago. It also had a guy's name (Tom I think) The check clearly had the markings from the bank of being cashed. I explained to the woman that:

1. We didn't accept checks for bill payments
2. That check had already been cashed. She would have to write another.

She could use the account and routing numbers to pay by doing a check-by-phone type of thing. She wanted me to just take this other guys check and credit her account. Sorry...no can do...

We have to 'disposition' every call. On the little call control program we have to go in and select what department the call was for, and what the resolution was (Sale, Non-Sale, Misdirect... etc) and from there the reason (So for Non-sale it could be No Credit Card, Information Only, Deposit Required... and so on.)

What we need is, under the Non-Sale tab, reason choice "Customer has the brains of a Kumquat." or "Customer is an idiot."

I'd abuse that one.

This is by far the most interesting call I have ever had. The guy called in to suspend his line because he lost his phone on the airplane (they really arent that big on space so I'm curious where it went). Just as I completed the transaction and attempted the close the call the customer asked if we had a lower plan since he wasnt using his minutes...Uh...no. You currently have the lowest one offered. The customer goes on this screaming tirade about having a $29.99 and he had to change it when he upgraded and all this other random business. I tried explaining, we go back and forth about it for about 5 minutes and then I hear him making these random moaning noises, the phone clunks to the floor followed by a relatively loud thud and i hear...
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So she's stressing a lot that she was very careful which makes me think that she wasn't.

But she won't shut up. I don't care about the text messages, the games, ringtones, or picture downloads... I sell accessories.

I don't understand why she's... jeeze, now she's ranting about her mom's TV went out and she lost all of her phone numbers on her phone (her mom did) and all I can do is shake my head and go "Why do I care? I don't, just shut up!"

Wow, I have a killer headache and I'm about ready to beat somebody with a stick. Luckey there aren't any around here or I'd probably be fired for being violent.

Ok so... I don't know what can of worms I might be opening here but I've got to see this.

Why does everyone absolutely HATE Alltel so much?
I've seen so much trash talked about Alltel.
More than any other carrier in these forums.

GO!

WOW At&t commissions suck!!! I was just through an interview at at&t and I pretty much insulted the manager when I looked at the commission set up and laughed at him! They SUCK!! They are the worst paying cell phone company I've ever seen! I'm sooo sorry if you work at At&t! 🤣 🤣 🤣 🤣

I have this customer in my store who is totally tapped. She stinks like she hasn't bathed in a week, her hair is all stringy and gross and I'm pretty sure she's on drugs...not to mention the scabs all over her arms, she's in sweat pants, a sweat shirt and sneakers and it's at least 85 today. She doesn't understand why she can't upgrade her phone when the account isn't hers...the conversation went something like

Me: I'm sorry ma'am but because this account isn't in your name, you can't upgrade. However if (account holder) comes into the store or calls telesales you can upgrade that way.

Her: WHAT!?!?! I PAY THE BILL!!? (everything she says is either yelling or quiet and slurred)

Me: I'm sorry but because upgrading requires you to si...
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Had a barrage of Radioshack complaints in today. I guess they can't call in a payment with a check by phone. They can't sell a SIM card without selling a phone. And I guess the Motorola V3xx works on the Verizon network because it's 'five-band'.

My three guesses are:
You're just stupid.
You're lazy.
Or you're lying for the sale.

Go burn.

So other than being dumber than toast this woman wasn't too bad. She simply could NOT listen or follow simple instructions.

She needed a new battery for her phone. No problem, however I do NEED to know what phone she has to get the right battery to her. Since the batteries are specific to the phones, having the wrong model number is a Bad Idea. So I asked her (know that 99% of the population have NO idea) what phone she had.

"It's a T-Mobile Samsung phone."

Peachy, she has no idea. I tell her she can either look under the battery (But stress that the model number is on the PHONE, not the battery.) or we can play 20 questions. She doesn't respond but I hear her fumbling around with her phone and then she says "Where is it on th...
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I didn't realize that in all your stupidity our US Cellular sign out front looked like Boost Mobile....



And no, we are not US Cingular."



Damnit. Somedays....somedays....

Do you have the ability to apply any in-store purchases to a customer's bill? I am in the agent market, and we were told that they got rid of the ability to put any purchases on your wireless bill that was done in a corp store. We just had a customer come in and chew our butts because we don't have the ability to apply any purchases on to his monthly bill, said he was going to go somewhere that could. I wanted to yell back good luck, but I couldn't remember if Corp put their foot down about that or not. I am in the IL/WI market. Just curious..... 🙂

I hate stupid customers who will tell me I am wrong when I try to stop them and then when it doesn't work out expects me to fix it.

I told this customer that if she buys the BlackJack it won't work on SunCom.

She wants it.

Me: Miss, it is locked to our network.

Customer: But, i don't care. I want it.

Me: A lot of the features won't work like streaming video, etc.

Customer: I know what I am doing.

Me: Well, please remember that we only will exchange it if it is in resellable and in the same condition.

I made her sign a sheet stating this saying that she understood the conditions and that they features won't work the same, etc and gave her a copy.

3 days later (TODAY)

Customer: I want to return this.

Me: Well, ...
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I just finished placing an order for a young lady who worked for FedEx. We were joking around because we ship using UPS and there had been an e-mail going around lately, which I told her in jest, that had features an UPS and FedEx truck having gotten into an accident together and the FedEx truck, being much smaller, getting smashed.

She then told me, and this was what made me laugh so hard I almost wet myself, that recently a UPS driver had parked IN THE FEXED PARKING LOT and gone to sleep. Right in front of the FedEx building! She said she wished she'd had her camera phone with her because it would have been the new FedEx commercial.

I'm really not familiar with sim cards, i have always dealt with ESNs and MEIDs.

If you can get a phone that comes with a SIM card and unlock it (ex: Blackberry 8830) and travel internationally, get another carriers SIM card and place it in your phone, absorb those charges from the other provider, do I understand this correctly?

What if the service with the blackberry with your provider is suspended to avoid being billed while your going to be traveling internationally? Will you still be able to use the SIM card from the other provider? The customer doesn't want to pay the charges with their provider with the blackberry and is looking for a way to get around it.

Any help would be appreciated, thanks!