Unfiltered Story #195824

, , | Unfiltered | June 2, 2020

I work for a nationally known cell phone company as an authorized retailer. A mom and son walk in because the is wanting to ugprade his phone. After asking some questions and figuring out which phone he wants, I walk them over to a computer to access the account and start the upgrade. This followed:

Me: Can you please give me your phone number, [son?]

Son: Sure. It’s [number.]

Me: Thank you for that.

I then ask for his ID which he hands to me. I notice he’s not the account holder or an authorized user on the account.

Me: I’m sorry, but for protection and privacy purposes, I am not allowed to make any changes to this account because you’re not authorized for changes. I need to see the account holder in order to access this account.

Son: Oh, well, I’ll call him! [Son calls his dad, and then hands me the phone]

Me: Hi, [Dad!] My name is [name] and I was just explaining to your wife and son that for the protection and privacy of your account, I can’t access it unless you come in or you can call customer service to add one of them so that I can assist them.

Dad: How do I call them?

Me: 611 from your cell phone.

Dad: I don’t have a phone with [company.] Only my wife and my son do.

Me: No problem! So Customer Care can assist you with adding an authorized user. Their number is [number.]

Dad: DON’T TALK TO ME LIKE I’M STUPID, OKAY?! ALL YOU’RE DOING IS PISSING ME OFF. Hand the phone back to my son, because you’re really making me mad! I WANT TO TALK TO MY SON NOW!

So I hand the phone back to the son, and I can hear the dad yelling over the phone and the mom and son just walk out.

Keep The Change, Keep The Happy

, , , , | Right | May 22, 2020

I was at work when two customers came in and began inquiring about rate plans and how to obtain handsets and services for one of them who just emigrated from New Zealand three days prior.

As government-issued identification is required and the recent immigrant hadn’t been in Canada long enough to have identification yet, his friend offered to attach him and his family to his existing account. 

It took two days and considerable effort to put this into place, due to a billing issue that impacted his ability to add the additional lines. I dug and called various departments. After almost five hours of work on my part, the customers left satisfied. 

And then, they returned three hours later. My heart dropped. I was convinced I had messed up. 

But they were so pleased with me that the account holder decided to return to me and pay an early upgrade fee to have me upgrade his line!

I was pretty happy about that. We had many laughs over the time we worked together and the customer told me he was going to call into my manager to give me a glowing review. 

After all of the activations were done and the store closed, I noticed my till had excess cash in it. I had forgotten to give the recent immigrant his change owed! Embarrassed, I called, knowing I lived in the same area of town they were staying. They hadn’t even realized that they did not get their change and were happy to meet up when my bus arrived in the area. 

When I was approaching the area, I gave the customer a call to let him know I would be there shortly. His response?

Keep it. Go buy myself a drink. 

I objected but he was insistent. 

Little did he know that I don’t drink, but I thanked him profusely. I walked around in a smiling goofy daze for two hours and splurged on an inexpensive gadget I couldn’t justify on my tight budget. Some days, customers not only completely make your day but give you faith that life gets better.

This story was included in our May 2020 Inspirational Roundup.

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Customers That Make Two Years Feel Like Fifteen

, , , , | Right | May 10, 2020

Me: “Good afternoon, [Store]. How can I help?”

Customer: “Now, listen. I have had a two-year contract with you since [specific date], so it has run out, but you are still charging me!”

Me: “Okay, do you want to end the connection?”

Customer: “Of course, I want to end the connection. I only signed up for two years!”

Me: “Okay, I see what you mean. The two years is a minimum term; to end the contract you need to give us thirty days’ notice.”

Customer: “No, no, no, no, I don’t. That is absolute rubbish.”

Me: “I’m afraid it isn’t, ma’am. It is clearly stated in the terms—”

Customer: “No, it is not. The only mention of thirty days’ notice is when you want to cancel early. You are talking complete rubbish, and frankly, I have had enough of [Company]’s horrendous service. Every time I speak to you people on the phone or go into your shop, I get nothing but bad attitudes and no care whatsoever!”

Me: “I’m sorry to hear you feel that way, ma’am, but unfortunately, that is the process as it stands right now.”

Customer: “You are giving me nothing but lies now.”

Me: “Ma’am, I don’t lie to my customers. I am actually very proud of the quality of service I give to anyone I speak to at work.”

Customer: “More rubbish! Now, listen to me. I have been a customer of yours for fifteen years!”

We haven’t been trading for fifteen years.

Customer: “I demand to have this situation resolved now!”

Me: “Ma’am, as I said, the only way to disconnect the device is—”

Customer: “I am fed up with your rubbish. I demand you put me through to your head office right now!”

Me: “Unfortunately, I haven’t got a way of transferring your call, and we don’t have a direct line for them, either.”

Customer: “You had best find one now, because I mean to tell them all about how [Store] are a pack of thieves and liars. I will take names, as well, please.”

Me: “My name is [My Name], and I can give you the postal address for head office if that’s okay?”

Customer: “Well, it will have to be, and who else is part of this scam?”

Me: “Without seeing the paperwork for your connection, I won’t be able to give you any other names, I’m afraid.”

Customer: “Looks like all of this will land on your shoulders, then. Now, here’s what is going to happen: I am going to the bank and cancelling my direct debit, and I’m writing to your head office to tell them how in fifteen years of being a customer, I haven’t once been treated well!”

Me: “I must tell you that if you cancel the direct debit without informing us you are giving notice, you will take on extra charges, and the matter could get handed to a debt collector.”

Customer: “Are you threatening me now?”

Me: “No, ma’am, just letting you know how the situation will be managed from the company’s end.”

Customer: “You people are truly disgusting! I’m an elderly woman and you would send bailiffs round to take all of my belongings because you conned me?!”

Me: “Again, it is part of the terms of the contract you signed. Please make sure, if you do write to our head office, to mention that you will cancel the direct debit without giving us notice. I’ll give you the address now.”

The address was given and the customer slammed the phone down on me. I walked straight over to some existing customers who had come to see me specifically because of the service they received in the past.

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Unfiltered Story #192208

, , | Unfiltered | April 17, 2020

I work at a locally owned cell phone store. For one particular company we have in the store we’re required to charge a $3 fee on top of taxes. We have signs up mentioning the fee and they’ve been up before we even started charging it. On top of that my coworkers and I made sure customers were aware of it.
Customer: “Hi, I need to know how much my bill is.”
Me: “No problem. Let me look it up for you. What’s your phone number?”
She gives me the number and it pulls up a name. After I’ve verified that I have the right customer I pull up her account to see which plan it’s on.
Me: “Okay, I see you’re on the $35 plan. So after taxes and the fee it’ll total up to $40.87.
Customer: “What?? Forty dollars?? Why did it go up??”
Me: “(Company) actually started charging a $3 fee about three months ago. Unfortunately, we’re required to charge it every time a payment is made in the store.”
Customer: “No, that’s bull***! I only paid like, $30 last month!”
Me: “Okay, let me check on that real quick.”
I pull her receipt from last month’s payment, and sure enough, she paid the exact amount last month that I told her she owed this month. So I print out last month’s receipt to show her, thinking that will stop the argument.
Me: “Okay, I checked to see what you paid for last month. It’s the same price it shows now. Here’s last month’s receipt.”
Customer: (Snatching the receipt from my hand) “What?! That’s f***ing crazy! I know what I paid last month! And it wasn’t no forty f***ing dollars!!”
She storms out of the store.
Me: “Oh okay. Have a nice day!”

What DO They Know, Then?

, , , , , | Working | April 1, 2020

(After bringing my phone in to have the SIM card from an old phone installed, it won’t connect to the network, so as advised, I have come back the next day to see if it can be fixed.)

Assistant: “Sorry, this phone is too old; it won’t work with our SIM card.”

Me: “But I had one of your SIM cards in a phone older than this just yesterday.”

Assistant: “Yes, but we transferred your number to a newer SIM card which isn’t compatible with your phone.”

Me: “Okay. So, change it back.”

Assistant: “Sorry, there’s nothing we can do.”

Me: “What about the old phone?”

Assistant: “That won’t work anymore, either, because we gave you a new SIM card.”

Me: “So, what do I do?”

Assistant: “You have to buy a new phone.”

Me: “Hang on: I came in here with a working phone and another that could work. Then, after I gave them to you, I have two completely unusable phones?”

Assistant: “Yes, you need to buy a new phone.”

Me: “No, I need to speak to your manager.”

(The assistant gets a manager.)

Manager: “So, my employee explained the situation, and yes, you’ll have to buy a new phone.”

Me: “No, that’s unacceptable. You changed my SIM card without telling me or explaining that it might not work in an older model phone. I had a working phone until I gave it to you, and now I have none. You need to fix this.”

Manager: “There’s nothing we can do.”

Me: “I don’t believe you.”

Manager: “I can escalate this to the store manager, if you like.”

Me: “Please.”

(The store manager comes out and I explain the problem to him.)

Store Manager: “Ah, I’ve seen this before; we just need to do a full factory reset.”

(He resets the phone and it works perfectly.)

Store Manager: “Yeah, sorry, a lot of the employees out in the front don’t really know how this stuff works.”

Me: *after a pause* “Thanks.”

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