Shop Talk
Why would he do this? (long)
The other day I had a customer call in about his phone not working. Going through the ts and everything to find out that there's physical damage on his phone. No insurance and not upgrade eligible for a while.
I tell the customer it would probably be best if he looked into purchasing a new device at full retail because otherwise if we completed an oow exchange it'll cost him 374 bucks.
He calls his dad, the account holder, and I can hear him talking it over in the background with him. He comes back and says that he'll do the oow exchange. 😳 I don't think I heard him right. I asked and he said yeah that he'll do the exchange. I informed him that he would be getting the most for his money if he looked into purchasing a new device as the...
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I tell the customer it would probably be best if he looked into purchasing a new device at full retail because otherwise if we completed an oow exchange it'll cost him 374 bucks.
He calls his dad, the account holder, and I can hear him talking it over in the background with him. He comes back and says that he'll do the oow exchange. 😳 I don't think I heard him right. I asked and he said yeah that he'll do the exchange. I informed him that he would be getting the most for his money if he looked into purchasing a new device as the...
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I would like to chalk it up to ignorance, but I told him flat out that he's paying more for a refurb than what he would for a full kit. I made it very clear to him several times, actually.
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The kid could be:
Stoned
high
drunk
etc.
He could also be telling his dad that it is a warranty exchange, and so it's not his fault this way. Whereas if he did the new phone, he would be admitting it was his fault.
Stoned
high
drunk
etc.
He could also be telling his dad that it is a warranty exchange, and so it's not his fault this way. Whereas if he did the new phone, he would be admitting it was his fault.
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Also contract is a big thing with customers. Did you reiterate no contract extension or change with it?
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Probably one of those people with more money than sense. Why would he go to the trouble of going to a website or store and purchasing one when he can have you send him one and have him pay for it on a bill he already has to pay anyway?
What's the cost for not receiving the equipment back? I'd imagine that's what he'll be stuck with.
What's the cost for not receiving the equipment back? I'd imagine that's what he'll be stuck with.
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because he probably told his dad there was a "charge" for the replacement...not what the charge was....so when his dad gets the bill...well. It won't be pretty.
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Your customer is on meth and so is his dad. It's like the blind leading the blind.
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nope not at all...cause then they would never part with $374 that they could have spent on drugs. Are you CRAZY man....they will just go buy another prepaid phone and get a new #.
🤣 🤣 🤣
🤣 🤣 🤣
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Wow that strange! Do let us know if this one comes back to bite you in the A$$.
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They will lie. Did you note it thoroughly what was discussed so if we get the call we can sternly say. "No sir, you were advised SEVERAL times." I hate it when no one notes accounts.
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So youre telling me you have an option in your company to do a NON WARRANTY exchange?
In my store, we call that "buying a new phone"
Youre either in warranty or service & repair (free) or youre out of warranty (buy a new one)
I dont understand the point of what youre describing..
In my store, we call that "buying a new phone"
Youre either in warranty or service & repair (free) or youre out of warranty (buy a new one)
I dont understand the point of what youre describing..
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Yeah we do... we just advise them that it will be OOW and will receive a charge for it. Its normally a warranty service center or warranty over the phone that does it.
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I guess I still dont see the point.
If its out of warranty, by its very definition, it isnt an exchange, its a purchase.. and if one is purchasing a device, they should not be given a refurb device.
Why would you offer that instead of selling another phone??
If its out of warranty, by its very definition, it isnt an exchange, its a purchase.. and if one is purchasing a device, they should not be given a refurb device.
Why would you offer that instead of selling another phone??
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We are obligated to offer ALL of the options when the device is OOW. I told the cust that purchasing a new device at full retail at a store, over the phone with sales, or online would be his best option. He chose to ignore that and go through with the out of warranty exchange.
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That IS what I'm telling you. OK, basically ALL of the exchanges we complete are in warranty. We send them a replacement refurbished seed stock phone and they send their original back to us. Third party technicians examine the phone for A) Physical Damage and B) Liquid Damage. If either is found, the phone is sent back to the cust with a letter explaining that the phone is out of warranty because the device is beyond economical repair and the cust will be charged the out of warranty processing fee. They HAVE to pay this fee because when we initially complete the exchange we read through terms and conditions that state all of this and if the cust agrees they are legally bound to those t's and c's.
In this case, the cust informed me that t...
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In this case, the cust informed me that t...
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Just out of curiosity, was the son listed on the account as having access and authority to accept such charges? I know that you are doing a OOW here, so why does that matter?
Well, if the son isn't listed, you could be in some major trouble and those t's and c's aren't binding. Good luck!
Well, if the son isn't listed, you could be in some major trouble and those t's and c's aren't binding. Good luck!
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the $374 would be applied to the bill where they will have time to pay.
it is christmas and people dont have extra cash lying around for a new phone
it is christmas and people dont have extra cash lying around for a new phone
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Wait until dad calls and swears that his son was told thsat it was free...
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