Shop Talk

since motorola has dropped from my favor, i have been pointing custies to the nokia 6102i from cingy. it's pretty much the whole package as far as phones and is a great deal. what's hot with the other carriers right now?

Hey guys, im new here to the forums, I work at a Cellular One/Dobson Cellular call center in the customer care department and I just wondered if anyone else here has gotten in an argument with a customer over whether or not a verbal contract was legally binding or not? Because I just had a very interesting call in which the customer could have sworn she didn’t sign anything. Of course I advised her that a verbal is just as legally binding. Anyway the call ended with her threatening to blow us up. I thought it was entertaining and then when I advised that all of our calls were recorded she decided to change her story to “farting” all over us.

Customer wanted a clamshell camera phone that could sync up alarm/calendar functions with his PC via bluetooth/USB (ie not entered on the phone). He didn't want one of the open screen PIMs/PDAs or a Blackberry. I thought maybe the RAZR or the e815... but I couldn't find much information on what exactly their Mobile Phone Tools program did. Is SyncML important? He wanted assurances if not a demo... but no one I called (verizon service center, motorola tech) carries the mobile office kit or knows more about it than the webpage - at least around here (N Dallas). He left disappointed but I got his number.

Anyone know of a product that would work for him?

I don't usually post threads here, but...

I have this moto v3i. It will play iTunes, but does anyone know if the total limit of songs allowed on the device can be 'unlocked'; thus allowing me to put more songs on the micro SD card ?

Nothing brings me greater joy than telling people that they have to pay for their stupid mistakes. I just had a family come in saying the phone was saying SIM Disabled and they wanted a replacement. They insisted that the replacement should be free because it's not their fault because they never set a password to begin with.

I asked their daughter (whose phone it was) if she tried to enter a password first. She of course said yes and explained that she didn't remember the password and entered it wrong and then it said SIM Disabled.

That's about it...I sold them a new SIM card and made $25 for the store. I make it a habit to tell people that if the SIM card malfunctioned we'd replace it for free but since they actually ruined it the...
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This group of four guys just came up to the kiosk. All of them were pretty dumb and slow (took forever to respond to questions, generally didn't make any sense when talking, etc.). One of them wanted to do a credit check.

While I'm trying to talk to him and get his info (like his social and phone number), his friend is moving stuff around on my counter repeating over and over, "I ain't never had a credit". I don't even know what that means.

After telling the guy needed to put down a $500 deposit, they sat here for a while looking dumb. Then one of the other guys asked if he had to have his ID to do a credit check. I said yes, so he asked me the exact same question again. I said yes again, and he explained that he left his ID at h...
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This has to be one of my biggest pet peeves working in this industry. People who come in whining and complaining that their service has been interrupted due to non payment and their excuse is always the same: "They never sent me the bill!!" Seriously, you know you have a monthly fee, you know you give them money every month. Just because for whatever reason you didn't get the bill doesn't mean you get the service for free all of a sudden! Why do people think this is a valid excuse? If the bank forgot to send you the payment book for your car loan, would you assume you didn't owe them money? Of course not! Your phone bill is the same thing! Sorry, just had to rant for a minute. I'm better now.

A lady that activated two phones on July 2 just came in to b*tch at me. Basically, our manager gave her two prepaid Sony Ericsson phones for free on a 2-year contract. They're better than the Nokia 6010s we had for free at the time, so he was actually giving her something better than he should have. Keep in mind, SHE picked the phones out and everything.

So she wanted to exchange the phone because she didn't like it, but she's past our 30 day exchange policy. She claimed she wasn't told about the 30 day exchange policy even though it's posted on the kiosk, written on the receipt, and she actually signed the contract that said she had a 30 day exchange/cancel policy.

The best part was the way the conversation started though.

Her:...
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But I just had to share it with all of you.

This past weekend we had a Hot Air Balloon Festival. Our company sponsors a balloon every year. We always talk about the most retarded questions we get from customers, but I think I've heard them all now.

While we were setting up our balloon for launch, we had a guy come up and ask us...
"So, how do you get back from where you land?"

Our pilot handled the idiotic question very well, but I was the one that just wanted to say "Hope the wind changes directions"

C'mon people!!!!! See that big van next to us that says "Official Balloon Chase Crew"......

Geez...at least we can say the stupid people aren't just limited to the wireless world.

This lady calls in..

Custy: "I received a bill reprint, and I didn't request one."

Me: " 🤨 um okay, Number... yada yada"

.. I show that you did on this date...

C: No I didn't. My address is this since feb. I didn't change my address at all...

...

I look in the notes, and the automatic, non erasible notes in acct go from.. bill reprint, address chng, bill reprint, address chng. Really wierd to start off with...

We get really into it...eventually we figure out that basically her ex-husbands sister calls, in claims to be the acct holder, with social, verifys acct, changes the address to the ex hubbys address, and adds ex hubbys email address, so that the ex hubby can keep tabs on her.

Really bad things and mojo.

S...
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A customer called in earlier this morning and starts off with right away my service is expensive and the cops took my phone for evidence in a case. I don't think I should have to pay my bill when I cant use my service. After sitting through a lecture about how I work at the worst store in the world because we don't have loaner phones. She stated that she wanted billing to stop for 2 months because that is how long the police will have her phone.
To which I responded "we can't do that you are under contract to pay that amount every month."
she of course huffed and acted as if it was my fault that her phone was involved in a crime.
Just had to vent. What a dirty Wh@re this girl was.

OMFG...guy just came up to me and says "the sign on that phone says easy to use. What's that mean?"

It means its easy to use.

He again asks "what's easy to use mean?"

I just looked at him with a blank expression, then he left.

WTF, I don't understand or speak idiot. I handle complex questions and situations all day so something that simple and dumb I just don't understand.

😲 I feel bad for customers who call in because they are over their buyers remorse because a salesperson advised them that if they keep doing second level resets on their phone, then they would be fine. Do salespeople lose commision if a custy brings in their hs before the buyers remorse period ends? How does this work?

I just had a Spanish speaking customer with general questions about her bill. I'd never seen her before, but I looked up her account info to help her anyway. In the process of checking it out, I find out some jerk decided to rip her off for commission.

She had two lines of service, and she added two more. They put the two new lines on individual 900 minute plans, when the current two lines weren't even using half of their 1100 minutes. They were also on 7pm nights with a $10 text feature. They activated those two lines four months ago, and during that time the new lines used about 200 minutes a month and zero texts. Her bill has been about $300 a month since then.

I changed the plan to put them all on a group, and deleted the 7pm...
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....Customer came in and wanted to know why his family share bill is so high...I proceeded to look at his bill and indicated that they went over their minutes by 1300+. He then started to scream that he never went over his minutes ever, he was always really close and he's going to cancel service blah blah blah...Then his (11-13 yr old) son said "dad I used the phone that month remember cause you were gone for 2 weeks? I used it a lot" He looks at him and just cracked him across the side of the head! 😳 😳 😳 ! WHO DOES THAT....IN PUBLIC??? Thought I'd share....

I don't know if this is just my area or what but here customers dont get what store hours mean. Seriously, on our door our hours are clearly posted and largely I might add. But day in and day out customers try to walk in before we are "technically" open (Our wonderful boss has a rule we cant lock the door to the store till we leave and it has to be unlocked once we get here) Why would you walk in to a dark office building and ask are you guys open?? Hello lights out, does it look like we are open...or I'll walk up to the door and have a few customer standing at the door and they gimme crap for being "late" to work this morning cuz its 20 minutes till open and we are not open yet. I swear are you just so illiterate and lazy that you would sta...
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a customer came in today that has been giving a problem for the past month. She purchased a new phone w contract from us, and about 3 weeks later she came in complaning because the phone is not working correctly. I informed her it would have to be sent to Kyocera to be serviced under the warantee. She threw a fit. Finally I got her settled down and told her the repair center has been running slow lately, and that the phone would most likely be out for between a month and a month and a month and a half. 2 weeks later she was in complaining that the phone hasn't come in yet and she was stuck with the "piece of crap" that we loaned her, as she put it. She complained enough that our company HQ ended up sending her a NEW phone because it too...
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No, I do not agree, Activation should not be free. I don't care if you don't understand what goes into activating a phone, if it were so simple as to 'just enter some numbers on a screen' then you could do it yourself, you wouldn't need to be calling me to ask me eighty million questions now would you?

Also, you stress to me that you only have 'five to seven' minutes and 'need to hurry this up' to place an order then spend ten minutes niggling over little details of the phone. I can easily move alone if you will. I cannot go into the next screen until you make up your mind about the phone.

Also, GET OFF THE DAMN SPEAKERPHONE. I've asked you four separate times to please speak up because you start mumbling and I am completely unable...
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It seems to be a re-run of customers in my store from day to day...Customers come in the store wanting to sign up for new service. (ok great) They of course want the cheapest plan, and the free phone, no features..blah blah blah(yes i try to upsell but they always insist they dont need it) 3-4 months later that same cust is back wanting to look at new phones because they dont like theirs, and wanting to get more minutes. Then I get to tell them that they are not able to get an upgrade yet and they get frusterated and whine about how expensive the retail price is. So we change their plan and add on features (that they supposedly didnt need when we did the activation) Im so tired of cheap a** customers. 😡

Customer: Yo! Hook me up wit a Nextel.

Me: I'm sorry, but we don't sell Nextel here. I can help you get set up with a Verizon Wireless phone. We have plenty of options available. What do you think you're looking for in a phone?

Customer: I want YOU to sell me a Nextel.

Me: As I just mentioned, we don't deal with Nextel. We only sell Verizon Wireless Products and services.

Customer: What if I want YOU to sell me a Nextel.

Me: I'm sorry sir, but I will be unable to sell you a ....Nextel. (I hesitated to abuse the English language, but it was the only way the customer would understand.)

Customer: I don't want to drive to the city. I ain't got time to go to the city. I need a Nextel. Hook me up.

Me: (In my ...
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