A Tale About Topping Up Is About To Go Down

, , , , , | Right | November 18, 2020

I have just arrived at work at the phone store, and there is an elderly couple waiting to be seen. I walk over.

Me: “Do you need any help?”

Elderly Woman: *Exclaiming* “Your company is a sham! You’re trying to con innocent pensioners out of their money!”

Me: *Confused* “What is the problem?”

Elderly Woman: “We were in store a couple of days ago to get a £10 top-up put on our phone. We gave you a top-up card, and the money didn’t go onto the phone!”

I check the receipt confirmation and the number of the top-up card they have is mismatching to the one on the receipt.

Me: “Do you have another top-up card with you that might have been used accidentally?”

Elderly Woman: *Firmly* “No!”

They continue to complain the whole time I am on the phone to our customer care team as they try to work out what phone the money has gone on to. They end up telling me there is nothing they can do, and it is up to the store to fix it.

My manager at the time has been listening in and is annoyed at their outburst. He comes over.

Manager: “I will give you a new top-up.”

This is just to get them to leave the store. The woman goes to open her purse to pull out her loyalty card to get the points, and he points toward one of the cards inside. Lo and behold, there is another top-up card sitting in there, its number matching the one on the earlier receipt.

They had given my colleague the wrong top-up card. I had spent over an hour trying to fix a problem that could’ve been resolved if the customer had just checked her purse in the first place.

The woman said she was embarrassed and that she’d never usually get angry and have an outburst like that. She quickly apologised, telling us what great staff the company had — even though she complained about my colleague the whole time, calling her incompetent — and they quickly left with their tails between their legs.

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All Of Europe Is Just North Africa

, , , , | Right | November 15, 2020

I work in a phone shop. A woman comes in:

Customer: *Demanding* “Why is my phone bill more expensive this month?!”

I take a look into her account.

Me: “It’s due to international roaming. At the moment, our customers can travel anywhere in the EU and use their phone at no extra charge. Countries outside the EU, such as Canada, Australia, the USA, etc., are not included, so would start to charge the extra. Have you been abroad?”

Customer: “I went to South Africa for a couple of weeks.”

Me: “This is the reason why you were charged extra.”

Customer: *With bewilderment* “South Africa is within Europe!”

Me: “No, it isn’t.”

The customer lets out a surprised gasp.

I can no longer take her seriously and find it hard to keep a straight face. As if this isn’t enough, she goes on to complain that the bank changed her password for her banking app without her consent — highly unlikely — and asks if I can do anything about it.

Me: “We are a mobile network provider, and thus can’t look into apps, especially those including sensitive information such as banking.”

The woman gives a sound between a laugh and cry, and from what I can see, she is starting to have a mini-breakdown. She quickly got up, exclaiming she would go to the bank, and walked quickly out of the store.

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Unfiltered Story #210591

, , , | Unfiltered | October 10, 2020

I’m working at a call center where we deal with inbound calls and emails. I recently received an email which made me question the logical capabilities of the customer.

Customer: “Where are the messages on my site that you have sent me. I can’t find them!”

While it is possible to send us an email without seeing your previous messages, I am curious as to how the customer expected us to help him/her.

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Thinking He Was Home Free

, , , , | Right | May 11, 2020

In the UK, you can tell what type a phone line is by the first two digits. 01,02,03 and 08 are landline phones while 07 is always a cell phone. I work as an outgoing cold call agent in the UK where we see the phone numbers listed as we call them.

Me: “Hello, sir, I am calling from [Cell Phone Company] regarding your cell phone plan.”

Customer: “I am on pay-as-you-go; I don’t have a cell phone monthly plan.”

Me: “Yes, I noticed and you could be getting a much better deal for your cell phone.”

Customer: “I’m sorry, but I’m driving. Could you call back later?”

I take a second to look at the number I dialed before I respond.

Me: “Sir… are you telling me that you’re driving your house?”

It was an 01 house landline number. The customer paused for a couple of seconds, stuttered, and hung up.

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Wireless, Clueless, Hopeless, Part 36

, , , , , | Right | April 25, 2020

I support routers for a fairly well-known company. Usually, customers are quite pleasant and trust that we know our devices well enough to know what they can and can’t do. Some people, however:

Customer: “My router isn’t giving me Internet over its Wi-Fi!”

Me: “Right, let’s check the cable, shall we? Is the Internet cable in the internet port?”

Customer: “No, this one doesn’t have a cable; it’s receiving Internet wirelessly. Are you stupid?”

Me: *Pause* “Your model does not come with that functionality. Either you put a cable in there, or you installed another software on there that does allow for that. Are you sure there isn’t a cable nearby that was unplugged accidentally?”

Customer: “Clearly, you don’t know your own products. You’re useless. You can’t even help me, can you?”

Me: “Evidently not. Have a lovely day.”

I hung up, because I’m not forced to deal with people like that.

Related:
Wireless, Clueless, Hopeless, Part 35
Wireless, Clueless, Hopeless, Part 34
Wireless, Clueless, Hopeless, Part 33

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