Shop Talk

So Employee CC has been calling our ex-Tech now host Kim about one of her wireless advantage phones (employee line that we can give to friends and family). They left a number for her to call... so obviously she did... when she finnally gets through after 20 minutes on hold... she gets a rep and as soon as she says "im an employee" the CC rep utters the thread title sentence...

"We're Customer Care we can't help you"

i swear that should be on a t shirt... hell it should be on their uniforms... of course then it would have to be written in Tagalog...
😉

They are moving in soon to my area.... should I be worried? I don't know how good they are at selling T Mobile, so I guess I'm wondering if they should be taken seriously

So you know what? I don't give a rip how long you've had service with us or what has happened during that service... if you've had it for 8 years that's FANTSTIC, great, good for you...

That does not mean we have any ability to change the prices on your accessories. You saw the price for it on some other web site but that's not our web site, we don't have those prices. What we have is on our web site, not just whatever site you find. Our cheapest headset is $39.99

So go ahead and tell me about your 8 years with us. I'll type on this forum and totally tune you out because (two things) I don't give a crap... AND I can't do anything about it if I did (which is, incidentally, the reason for me not giving a crap.)

Yes, that's typica...
(continues)

We open in 6 minutes (probably 5 before I get all this typed).

Old man just came into the store, threatening to throw his phone out the window! I smiled at him, and turned it on. It was a Cellular One phone! He was shocked that I could get it to come on, and then asked when he could get a new one.

I told him I didn't know, since we have never sold Cell One, and never will (they sold out to Alltel around here). He began to pontificate on how he bought the silly thing here to start with and that USCC sent him that phone a year and a half ago to replace one that got drowned.

I smiled, and gave him directions to the nearest Alltel, he got mad and stomped out of the store!

The day has started out like gangbusters already!

customer: I have a problem with my phone.

Me: Wow, that's not good. Is it Sprint or Nextel?

c: It's my X-tel. It won't work.

m: Ok, so your Nextel phone won't work.

c: That's right. My X-tel won't work.

He shows me a Motorola i560 that is....water damaged. It won't connect to the network. All throughout the entire conversation about water damaged phone policy and the associated policies I listened to his speach. He could prounounce "network." He could prounouce "new" (like "new phone"). But he couldn't prouncnce "Nextel!!"

Al throughout the conversation I made sure to say "Nnn-extel" whenever I could, hoping that it would finally sink in. I subtly pointed at the Nextel branding on posters and brocher...
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"We were told by customer care that you could plug this phone into a machine and verify that the buttons on this phone were not pushed to order this game."

.....ok. Let's take a look at your phone and account.

So I login to their "my content" at Sprint.com to check all of the current subscriptions, and I see that there are several subscription games on there.

"We didn't download those."

Ok, I suppose that it's possible that they carried over from a previous subscriber, and the number was reassigned to you.

So I'm looking at their usage detail, and I see that their username accessed vision services on the days the games were purchased, and in amounts that very much appear to be games.

"We did not download those! Someone hac...
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One of the employees decided to not show up for work on Friday and has not come in since. It must be nice to be able to screw everyone else over and not care. Now everybody else's schedule is screwed up and no one can get a weekend off all summer.
I need a new job....

Hey, I'm headed down to Danvers, MA tonight for Sprint/Nextel's PowerFest. Anyone else from this lovely little community going?

I'm getting really tired of this:


Me: Are you interested in trying (service)? This is what it is and how it works. We're running a promotion right now so it will be free for the first month.

Cust: Wow, that sounds great! Sure, add it on to the plan. I'd love to try it out.

Me: Ok.

Cust: So when that month is up, it just drops off the plan?

Me: No. If you don't want to keep (service), you'll have to either call customer service or stop in a store to have it removed.

Cust: Oh, well never mind then. I don't want it.


👿

No Free BB Pearls

No Free BlackJacks

No I don't care if thats what your mom wants.

Am I the only one getting this today. Its like at Christmas when every one wanted to get their wife, mom, whatever a free phone as a gift. 🙄

I just had a very nice (though very upset) gentleman call in regarding his account. After working through the rather complicated issue it actually turned out to be a quick fix. I offered to upgrade his data plan and get him a new device at no charge while not extending his contract (I'm pretty generous when they're nice). The customer states, in a very seductive and husky tone, " I bet you'd like for me to believe that... I bet you're just a beautiful liar... like that song by that spanish chick..." Ummmm...excuse me? What did you just say? So i told him that i was actually being very truthful and if he didnt believe me I could have my supervisor verify that I had completed this transaction. The man just sort of does this slow evil so...
(continues)

Customer: I'm here for my free phone...
Me: Umm..ok
Customer: All I need is my free phone and then I will leave.
Me: Do you already have service with Sprint?
Customer: No...I just want my phone
Me: Well we would have to run your cred...
Customer: (interrupting) I don't want to do that...you can just give me my phone now
Me: Okay...who told you that you get a free phone?
Customer: The TV
Me: The television told you?
Customer: Yes...it said to go to your nearest Sprint store to pick up your free phone and well...here I am...
Me: Well...about that...

Then I just had to go into trying to explain how setting up service works and that we would have to check his credit. Basically it ended up with the customer being upset with my for n...
(continues)

or is it this way with all carriers? 🤨

DC=Dumb Custie

Me: *non pop script*..can I get your wireless number with the area code first..?
DC: 456789
Me: okay and what is your area code? 😕
DC: what?
Me: Your area code
DC: 75803
Me: 😳 uh.. ma'am that's a ZIP CODE.. I need your AREA CODE..
DC: Oh.. I don't know it..
ME: 😳 okay.. wait..*emphasis on these words* so you don't know your AREA CODE?!
DC.. uh.. oh! 123
Me: *looks up #..finds nothing in system..thinking may be out of market call*
Me: Okay Ma'am what state did your activate your service in?
DC:What? ..uh Chicago..
Me: Chicago?! ..Okay and what state is that again ma'am?
DC: CHICAGO!!!
Me: I see, so the state is Chicago you said.. *...
(continues)

So this is my last tirade for the day... as I've mentioned before, I've been bored and the callers have been unusually stupid.

We have two types of account, SA and regular. SA usually means the customer has pretty bad credit but we're being nice and letting them have a line with the understanding that we're probably going to get shafted. The vast majority of the SA accounts end up going into collections which is why they have spending limits, we're controlling our losses.

We can not bill to SA accounts, period. Even if it's only a $10 accessory, we are not allowed...

And yet so many of our reps do it anyways. I've gotten reamed twice today because some other godd@nm crouton of a co-worker of mine has ignored the rules and done i...
(continues)

Seriously, do they have an IQ that is lower than your average Tree Stump or something.

Yes, I know, we had too many people hanging around this rat-trap for the call volume so it makes sense to send SOME of them home... SOME, NOT ALL you idiots.

But they've sent 95% of my department home early and now, guess what, we're running a constant cue, like 3 people on hold at any given time.

Can you nimrods not have any sense of moderation?

That's what I thought.

Customer: I need to check how much batteries are for a phone
Me: We don't sell batteries here.
Customer: My wife said you have batteries.
Me: No. Sorry. We don't carry batteries.
Customer: Do your phones take batteries?
Me: Yes...we just don't sell them at our store.
Customer: I was told you need to go to where you bought the phone to get a battery...
Me: Did you buy the phone from us?
Customer: No. I bought it from Wal-mart
Me: Well you might try a place like that then...or Radio Shack...maybe...
Customer: So you don't have batteries here?
Me: Nope...no batteries.
Customer: So should I go to Wal-mart?
Me: Yes. Goodbye

Argh....they get to me everytime 😡

I've only worked here for three years but I clearly don't know more than this wack-bang with a computer.

He's on our UK site! And he's insisting that I can sell him a sim care only for phone.

I can't, never have been able to.

Why can't people accept that we probably know more about some of these things than they do (despite the fact that they keep telling me they're on the site www.tmobile.simcard.com which first he said was www.tmobilesimcard.com which I suspect is actually www.tmobile.co.uk but clearly I don't know what I'm talking about.

I am so ready for this day to be over.

Yup, Mobile Magic strikes again 👿

Customer went in for an upgrade, left with extra lines they didn't know about.

I was reading their return polocy, it said if the phones were not returned within 72 hours then they would be charged a 35 dollar fee. I was just wondering if the customer is responsible for this in these situations where they aren't even aware of the new lines until almost a month later when their next bill comes in?? That sucks.

So other than being bored (which I prefer to the absolute idiocy of these people calling in... it's like a repeat of Easter only worse.) I am utterly amazed by the stupidity of this caller (pair actually.)

First, her accent and slurring are so bad I can't understand a word she says. But she managed to give me an order number and even get the LAST name correct but could not tell me the FIRST name on the order.

I have no idea what they wanted other than yelling about taking her name off the order, which wasn't the name on the order anyways, and about how her niece was 17 years old.

We seriously need to track these people down and sterilize them so they don't continue to make more d@mn idiots.

IC: "I wants to know about dat thing wheres they put the jewels on yo' sidekick."

Niki: "Oh, you mean studding it?"

IC: "Yeah, I got dis flier that says y'alls can do it."

Niki: "That's actually through a third party, you send them the phone and they do the work..."

IC(interupting): "Oh, dis N-Y-C-Peach place?"

Niki: "Yes, just like on the flier, you have to contact NYC Peach about the studding."

IC: "What about dis "Paint yo' Sidekick thing?"

Niki: "That's also a third party company, the phone number for them should be on the flier."

IC: "Oh" click.

This just exemplifies why I hate that phone so much, it's target audience doesn't even have two brain cells to rub together between every single one of them.