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Category: Money

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Needs To Alter Their Perceptions Of Pricing

| TN, USA | Money, Popular

(I work in alterations at a bridal salon. A teen girl is with her parents buying a dress for Homecoming Court which is in about two weeks. Since this is pushing the normal timeframe for alterations, the consultant has grabbed me to look at the dress and let the customer know if we can do the very minor alterations in time. After I say we can, I have the following exchange with the girl’s father.)

Customer: “So are the alterations included in the price of the dress?”

Me: “No, but taking up the shoulders on this dress will only be about $23.”

Customer: “So, will you guys discount the dress to offset the cost of the alterations?”

Me: “…No.”

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No Pay, No Port

| WI, USA | Crazy Requests, Money, Popular, Technology

(I work for a small wireless company. A caller is trying to port her numbers over to a competitor. Her account with us was suspended due to non-payment, about $1400 past due, and she hasn’t paid anything in four months. Once an account is suspended, there’s no way we can port a number over unless we get a payment.)

Customer: “You people always put in your port orders a day after I call. One number came through, but the others didn’t!”

Me: “That happened because your account was suspended on that day when the other numbers were ordered to be ported. It was a four-hour difference between being suspended and went the port request was made.”

Customer: “Well, if your dumb port department would do their jobs and put the request in the day I called, we wouldn’t be in this mess!”

(She goes on 20-minute tangents and doesn’t allow me to get any words in for the most part. One of the leaders comes by and sees me struggling, so she gets a cord and plugs in on the call to help me.)

Me: “Ma’am, the simple fact of the matter is there is no way we can port these numbers over unless we get a payment. I see you did talk to the financial department earlier, and they agreed to take $650 to get your services resumed. That is the amount we need today to do this process.”

Customer: “NO! I know there is a way you can turn on my account for two minutes, get those numbers over, and suspend it again. All you people want is your money, and I’m not paying for something I’m not using. I want to speak to a supervisor!”

(I put her on hold and the leader who plugged in with me takes over. By now, the call has lasted about 45 minutes. I stay and listen.)

Leader: “Hello, ma’am? I am a supervisor; the previous associate you talked with told me what’s going on with your porting issues.”

Customer: “Yes, all I want to do is get those numbers over. I refuse to pay anything. Why should I pay for something that I own? Those are MY numbers.”

Leader: “I hear what you’re saying, ma’am, and we do want to get this issue resolved today. Your only option to get those numbers over is to make that payment. I cannot resume service for two minutes because it’s all done automatically. The system will only resume your service when that payment is made. We cannot hack it…”

Customer: “YES, YOU CAN! How difficult is it to do something so simple. Call your IT guys, tell them to turn me on for two minutes, and get those numbers over!”

Leader: “Ma’am, that’s illegal. The IT department cannot go into people’s accounts because they don’t have that authority; they fix the computers or the system if it has problems.”

Customer: “Well, I’m not paying anything.”

Leader: “And that’s totally up to you. You don’t pay, you don’t get your numbers, because they are our property. You haven’t paid us anything in four months. We do not make exceptions when someone is severely past due. If you choose not to pay, you will be sent to collections and have to deal with them harassing you for the money, which is 10 times worse than anything we do. I have told you repeatedly what your only option is, and you are not listening. At this point you will have to get new numbers with [Competitor].”

(The leader promptly hung up on her since they have that ability. In all her years there, this is the third person she’s disconnected with. The call came through at 8:45 and didn’t end til 10:30. Customer would not let us talk at all. Let’s just say I’m looking for something else already…)

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Not Much Assurance About The Insurance, Part 2

| Australia | Crazy Requests, Money

(A customer calls up because they have been on holiday for three months and a monthly payment had been missed and their policy cancelled.)

Me: “Hello, [Company]; this is [My Name]. Can I ask who I’m speaking with?”

Customer:  “Yes, hi, my name is [Customer]. I’m just calling because I received a letter saying you had cancelled my policy.” *member provides details*

Me: “Okay, it looks like we didn’t receive the last payment and sent you a letter requesting you contact us. You didn’t so we cancelled the policy.”

Customer: “I was on holiday; can you reinstate it?”

Me: “I’m sorry; we can’t reinstate it. I can start a new policy from now if you like.

Customer: “No. I want it reinstated. The post office held my mail while I was away and there’s no letter from you in there, and you should have taken the money. There was enough in there.”

Me: “Unfortunately, we did send a letter. I’m not sure why the post office didn’t have it but it was sent from our office. I’m looking at your details now and the credit card we take the payments from has expired so the bank refused the payment.”

Customer: “Well, why didn’t you update the card information?”

Me: “I’m sorry, ma’am, but you need to call us and tell us when your card information changes. We can’t do it without you letting us know.”

Customer: “This is ridiculous; reinstate my policy!”

Me: “I’m sorry but the system won’t allow me to do that. I can start a new one.”

Customer: “I want a manager.”

(I grab one of our managers and stand next to him as he takes the call. He says exactly what I said and offers to honor the old price if the new policy doesn’t match. He puts me back on the phone to take out the policy.)

Me: “Okay, so my manager has told me you’re going to start a new policy and he will match the previous price.”

Customer: “No, he said he would better the price.”

Me: “I’m sorry, but he has told me match. Sorry if there was a misunderstanding.”

Customer: “ARE YOU CALLING ME A LIAR?! HE SAID HE WOULD BETTER THE PRICE. YOU JUST DISAGREE WITH EVERYTHING I SAY.”

Me: “Ma’am, I was beside him the whole time he was on the phone.”

Customer: “…I don’t want to speak to you anymore. Put me through to someone else…”

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Not Much Assurance About The Insurance