Shop Talk

This forum looks so much more pretty today. There's almost a whole new face to it.

I guess yesterday must've been garbage day.

So last week we had a current subscriber come into our store. He wants to upgrade his account. The rep that was helping was going over EVERYTHING in it's complete and full detail, price plans, features, unlimited txt, pda plans, etc......... I think she explained everything to him atleast 3 times and he still didn't get it. He came back another day.... This time I finally realized where I recognized the guy from. He works in the "Connection Center" at Wal-Mart. He actually sells VZW as his job at Wal-Mart and didn't understand the plans, etc. It's no wonder to me why we get so many customers in our store that are very confused about what Wal-Mart did or didn't do to their account. We have Wal-Mart Employees that come here to buy thei...
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This is just one of the most sleaziest con schemes invented for the purpose of promising without delivering. Everything has a mail in rebate especially in electronics, right? How many people forget to send in their rebates? After you just purchased this bad ass laptop, stereo system, even kitchen utensils come with rebates, you don't want to screw with having to do extra leg work to get your money. You already brought business to the store or company with your purchase, now you have to do more work for what you paid for to get the price the business you bought from promised? Something is definitely wrong here. I think rebates should not be advertised with a final cost after rebate approach. Whoever offers a rebate should simply tell the cust...
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Here's a lovely way to start the day:
Me: Hello. Thank you for visiting our chat service. How may I help you today?
Visitor: i'm having a bit of a problem
Visitor: my fiancee`lost her phone last weekend while on the NJ shore. we think it's in the water.
Visitor: she just got a razr about 5 months ago.
Visitor: we don't want to spend a fortune to get a replacement.
Me: Did you have insurance of any kind on the phone?
Visitor: no. i fuigure being a customer of verizon for 10+ years should get me something.
(Yep. It'll get you what every other customer gets: the same deal.)
Me: Unfortunately, discounted prices on phones are given on an eligibility basis only. To replace her phone, she will have to pay full price.
Me: The least expe...
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customers call in saying they lost thier phone and that thier husband has like 800 phones on the acct cause he owns a business and NONE of them have insurance OR any upgrades available, and they tell me i better check my records cause of all that. and then they get mad at your for saying you have to pay full price. hey im not the one with 800 phones on the acct, nor did i not put insurance on it either.

actaully those kinda calls make my day!

does this kind of stuff make anyone else's day???

ok today my day starts off with:....

me: thank you for calling cingular wireless the new at&t how may i help you?

c: so this is a verizon store.?..

me: No this is a cingular store.

c: so you wouldn't help me if i broght my verizon phone to you.?

me: no sir this is a cingular store. we don't sell verizon and we don't trouble shoot their phones.

c: so your not the store next to Blah blah blah.

me: no we are a cingular store not verizon and we arent the store your lookig for.( i almost thought it was a prank call but i knew better....yes people are that stupid and deaf)

c: oh ok then.

--------------------------next
earlier i had a lady come in yelling at me because she wasnt shipped a sim card with her insurance cla...
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Not many sales, but I fixed a $300 problem for a custie and she offered me a free manicure.

... my current customers are here about a billing issue... i am working on handling it (dispite the fact that that involves me calling the exact same customer service they would call in the proper procedeure for making a bill dispute... but i didnt feel like arguing with them about coming all the way down here blah blah blah) but they wont shut up about "dont you hate being on hold" "this is why were switching carriers" "i cant believe you cant just do this for us" " is this really neccecary" "i cant believe the service here"

i voulenteered to help dispite the fact i didnt have to...

SHUT THE F*** UP FOR TWO G' DAMED SECONDS AND LET ME CONCENTRATE...

I had a couple crazy people call me this week but I thought this one stood out since it amazed me at how any of this was my fault.

An upset lady tells me that she wants credit for all ringtones for the past year since she had to replace her phone, and this was ok'd by a Cing store rep. Come to find out she did an upgrade. I also find out that she dropped her phone in water and refused to do an insurance claim and therefore that's why we "forced" her to upgrade.

I calmly tell her that we do not refund ringtones in the event that she liquid damaged her phone. In some cases of an insurance claim, maybe we might, but not since she did what she did. She complains that she couldn't do an insurance claim because she needed a phone NOW... TODA...
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So I had this customer call in. She prefaced the call by telling me that she had had a stroke a while ago, so I was ready to be sympathetic and patient.

She then begins to wail and moan because I wasn't the same person she talked to last time.

Then she yelled at me saying that she had been trying to call 937 area code numbers and couldn't call any of them. She tried to call the police, and the hospital (though she lived in another area code, don't know why she wouldn't use emergency services where she is). And she yelled at me that she could have died alone.

Then she cried.

Then yelled.

Then cried.

Then she was sarcastic.

Then cried.

and so on.


The best part of the whole thing, was this one line she said to me...
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I recieved this call today from an elderly woman...this is why people over 60 shouldnt have cell phones

M: how can i help you today

C: yea im in the settings and tools section of my phone and I have this mysterious grey bar on the side of the screen

M: 🤨

C: When i press down on the directional pad of the phone the bar goes down and more options become available...

M: 😳 Ma'am thats a scroll bar

C: What's that for...

No need to explain where this went... 🙄

phonepimp said average Joe also wants simplicity and to know that everything works everywhere. That is easier to achieve on a TDMA>GSM platform move than it is on an AMPS>CDMA conversion. One of the biggest problems I hear from CDMA customers moving to GSM is that the roaming and loss of their capabilities in Analog locations is one of the main reasons they are switching. People like to know they can call M2M TO anywhere, FROM anywhere, on ANY GSM carriers network. They like knowing they can text. In many cases, this is simply not possible in analog mode. People like the handset selection and features they can get on a GSM platform.

CDMA is a great technology, but BOTH have their good and bad points."


To this I say, I think that too ...
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So a good looking girl came in with her father to upgrade.

"It's my birthday today!"

So we got the phone picked out and ready. The girl's a ditz, but that's ok, because she's hot.

So I was making small talk while processing the sale...

"So how old are you turning today?"

"Seventeen!" (I could have sworn she was 20! At least!)

Then, without thinking, I blurted out:
"Oh, just one more year then!"

Took me half a second before I realized what I had said... and followed it up with:
"Until you can VOTE!"

My co-worker sat in the corner and busted a nut trying to hold in his laughter.

God I love customer service.

So this lady just came in with an Moto E815. I noticed she had a $5 pizza box in her other hand which I thought nothing of.. probably her familys dinner or whatnot. She came up to my desk saying only that her phone may have gotten "a little damp". I open the back of the phone, the indicators were bright red and almost falling off. I said "this is liquid damaged, do you have insurance?" she replies "No.... but theres a hot delicious pizza in it for you if you help me." It took every I had inside me not to laugh in this ladies face. I said "well thats not how this works here.. let me look at your account" Of course there is no insurance, but since she is the primary and has had the phone more than a year shes eligible for Annual Upgrade [Veriz...
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The lobby smells like Crunch Berries!

I mean my kiosk is a ways away from the lobby. But whenever I go for a refill I get to smell crucnh berries. It's awesome!

So far this morning I've sold 2 phones (considering that puts me at a total of 7 for the month, that's pretty exciting... but that's not the really exciting part...) and BOTH customers were not only not rude but they were both nice, pleasant, AND thanked me for my help! 2 in a row!! they both took my advice on the phone to choose and everything... I'm so warm and fuzzy inside... this is what it feels like to not want to destroy the people i interact with at the mall...

though i'm sure i'll have to pay for it by the end of the day...

Why is it that everytime I clean the windows some little kids come and smudge them all up.

PS- what up M-E !!!

... around my kiosk that shocked anyone who came within 5 feet of it who isn't old enough to have a contract in their name...

these teenagers really annoy me... they come up and look for their phones and point it out to their friends "look, there's my phone!" or tell them what phone someone else has "look, amber has that phone."

if you could put up a barrier around your store what would it protect against?

I just had a lady walk in my store and those were literally the first words out of her mouth.

Oddly, it put me in a good mood and I was happy to help her.

I have a customer who says that someone is using his voicemail to make calls. I'm not sure exactly how this chick is doing it (he saw her number on his invoice and called her 'cause it wasn't a number he recognized). I think she's calling his VM, and then from the main menu placing calls out of his VM to other people.

Anyone ever heard of this happening? We're trying to test if it's possible in the store, and trying to figure out how to identify what those calls look like in a usage detail, unfortunately we don't have access to a phone that isn't an employee's phone so we can actually pull up the account.

I am thoroughly stumped. Also, is there a better forum I should be posting this in? I only ever use shop talk 🙂