Not Charging, Charged, And Charged Up

, , | Right | February 12, 2019

(I work in one of the many stores owned by a major network in the UK. A customer comes in complaining that her phone won’t take charge anymore. As training mandates, my first hunch is to check if the pins are damaged, and sure enough, they are bent inwards.)

Customer: “Can you fix it?”

Me: “I’m afraid not. I can have it sent away for repair, but as there is damage on the phone, it voids the warranty and there will be a subsequent charge.”

Customer: “But I have a warranty.”

Me: “Yes, but as the phone is damaged, the warranty will no longer cover the repair.”

(The customer is clearly annoyed at this point.)

Customer: “What’s the point of a warranty if you’re going to charge me anyway?”

Me: “The warranty covers manufacturer faults. If you drop the phone or damage the pins — and that is the reason for your problem — the warranty won’t cover it.”

(The customer still seems annoyed but wants to continue, so I begin explaining that the phones are sent away for repair, and it may take up to a week for them to return it to us.)

Customer: “So, what will I use in the meantime?”

Me: “We do give out loan phones to our customers, and I can certainly arrange for that if you want.”

Customer: “Why can’t I get it back today?”

Me: “Because we don’t have trained professionals in the store who can fix this; as I told you earlier, the phone has to be sent away to our repair team.”

Customer: “So, I’m going to spend a week without my phone, but still pay for that week?! You should take that week off my bill!”

Me: “I can’t do that, unfortunately. If you do need the phone repaired today, I would recommend you head to [Company]’s official Service Centre. They normally fix it for you that day because they have professionals in their store trained for exactly that.”

Customer: “But the phone is yours; why should I go to [Company]?”

Me: “Umm, you do realise we don’t actually make phones. It’s their phone; we’re just a network provider that also sells their phones. It’s still their phone, and they would happily assist you.”

Customer: “So, let me get this straight. You can’t fix my phone for free, even though I pay for it every month. And you want me to go somewhere else to get it fixed?!”

Me: “You’re more than welcome to drop it here, but it will take between five and seven working days to get back to you.”

(The customer is irate at this point and begins yelling obscenities about the provider.)

Customer: “That’s it! I want to cancel my contract; I’ve had nothing but trouble from you f****** lot. Money-grabbing f***tards, all of you.”

(After saying that, they leave the store.)

Coworker: *as they leave* “Good luck charging your phone.”

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