Unfiltered Story #160190

, | Unfiltered | August 22, 2019

It’s been a busy day, and all workers have sales targets to adhere to, so although answering queries is also a part of our job, it’s better if we don’t spend all our time doing so.

Customer: I want to change my billing date for this phone
Me: Certainly, if you just want to follow me and we’ll take a seat at the desk.

(After going through the gentleman’s bills we find that his next one is considerably higher)

Customer: That can’t be right! I only pay £x.xx for my contract!
Me: Well, I can check why it’s that high.
Customer: This is disgraceful, I haven’t done anything.
Me: I can guarantee sir that you will have done something that charges extra.

(The extra bill came from phone calls that were made outside the agreed contract allowance)

Me: Okay, so that’s why the bill is considerably higher, it seems that your son has gone over his allowance.
Customer: But I was told he can do ANYTHING he wants!

(Losing my patience)

Me: Unfortunately there is always some form of ‘cap’ or ‘allowance’ that your son has to adhere to. Was that not explained before you signed the contract?
Customer: No! Otherwise I would have gone elsewhere!
Me: What exactly does your son need ‘anything’ of?
Customer: Internet.
Me: Right well, he hasn’t gone over that, it’s his phone calls. You’re only paying for X amount.
Customer: But I was told he could use ANYTHING.

(Baring in mind the son is over 18, I’m told the son doesn’t want to check what’s left of his allowance using our very useful app)

Me: Well the next plan that could work is (considerably more). But you can’t upgrade to that for another 11 months.
Customer: Right, he’ll just have to never use his phone!

(I go on to explain he has unlimited texts and internet usage, it’s just his minutes. The son pipes up and asks about sending pictures, I thought he meant through apps, but he meant through texts. I then had to go through a 45 minute break down of what an MMS (multimedia message) is, and why they cost to send. It wasn’t until after all of this the customer told me he didn’t understand anything I just said and needed it explaining again.)

Me: Okay, so what don’t you understand?
Customer: Can he use the internet?
Me: Yes
Customer: But only X amount of minutes?
Me: Yes
Customer: And what about apps?
Me: They class as internet usage if they connect to the internet for them to work.

(The customer leaves, satisfied and with a long sheet of paper where I had hand written the basics of his contract that he had at home. He then proceeds to turn up 2 hours later whilst I’m with another customer to ask if his sons football app is free to use! Safe to say it was a long day)

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