She’s Gonna Flip Over Your Phony Behavior

, , , , , | Right | CREDIT: JE_25 | July 18, 2021

A few years ago, I worked as a sales rep for one of the larger phone carriers in the US. It was a slow night and the store was empty when this guy came in. He wanted to upgrade his [Phone #1], which he had just gotten two months ago on monthly payments. He was not on our upgrade program. He had already decided he wanted [Phone #2].

At this point, he owed about $550 on [Phone #1] and the trade-in value was only about $100. I told him about this and he said he didn’t care. He then went on for ten minutes bragging about how he had just gotten a raise and was making crazy money and could afford to buy five [Phone #2]s.

I just sat there listening to him. I then told him that I wouldn’t recommend trading in [Phone #1] because he would still have to make monthly payments on the remaining balance, plus another monthly payment for [Phone #2], which was a more expensive phone. He wasn’t the primary on the account — his wife was — but he was authorized. I asked if his wife would be okay with it and he said that he didn’t need her permission to do what he wanted. He ended up trading in [Phone #1] and getting [Phone #2] and he spent over $400 on accessories. All along, I continued to recommend that he not do this.

Before making the sale or trade-in, I got my manager involved so he could talk to the customer and make sure the customer understood what he was doing. In all, I told him seven times not to do it, and my manager did twice. He still did it. So, after the sale, following the cover-your-a** procedure, I made notes in the account detailing everything that had happened.

Fast forward two days. The store gets a call and they ask for me. It is customer service; they have the wife on the phone and she wants to talk to me.

Me: “What can I do for you, [Customer’s Wife]?”

Customer’s Wife: “Do you think what you did was okay?”

Me: “I’m sorry, what was that?”

Customer’s Wife: “Do you think what you did was okay? Taking advantage of my husband?”

Me: “I’m not sure what you mean.”

Customer’s Wife: “You convinced my husband to buy a new phone and you took his two-month-old phone and gave him basically nothing for it.”

Me: “I understand. Ma’am, I informed your husband many times about what would happen and recommended multiple times that he should not do that.”

Customer’s Wife: *Raising her voice* “That is bad business and it’s unethical. You should not have sold him anything! I am a business owner, and I would never take advantage of a customer the way you did. If you knew it was a bad idea, it’s your job not to sell it.”

Me: “Ma’am, I made—”

She cuts me off.

Customer’s Wife: “Seriously, what you did is just unethical and wrong. Do you understand that? What you did is illegal. You can’t sell it to him if you think it’s wrong.”

Me: “I know—”

She cuts me off again.

Customer’s Wife: “You should not have sold it to him. We want the phone he traded in back! We are also returning all the accessories you sold him on. This is so messed up.”

I’m getting annoyed for being blamed for this; it’s clear the husband told her a different story. I don’t mention to her. People do things like this at least once a month.

Me: “Okay. I made every effort to help your husband. He came into our store bragging about how much money he’s making and how he can buy whatever he wants, even five of these phones. That said, I even got my manager involved so he could hear it from someone else. You—”

She cuts me off yet again.

Customer’s Wife: “Oh, even your manager was in on it. Wait until I talk to corporate about your store’s unethical tactics!”

Me: “Okay, ma’am. At this point, there’s nothing I can do for you on the phone. You can return the accessories, and if you’d like, you can talk to my manager about what happened when you get here. Anything else I can do for you?”

Customer’s Wife: “Tell me why you sold the phone to him and thought was okay to do?”

Me: “Ma’am, as I told you, you can discuss this with my manager when you get here. Anything else I can do for you?”

Customer’s Wife: “Yeah, answer my last question. This is just bad business.”

Me: “Once again, ma’am, there’s nothing on the phone I can do for you. We will gladly help you in the store when you get here. Have a good day.”

I hung up.

The one thing I was not going to tell her over the phone was that once her husband had traded in the phone, there was no way to get it back, as all trade-ins are final. His trade-in phone was already shipped out.

The couple came in later that day and the wife was pissed. The husband, however, didn’t say a word. My manager backed me up the entire time he helped them return the accessories. I couldn’t help myself; I went over there and started repeating everything that the husband had bragged to me about, and I even added the line about how he didn’t need his wife’s permission. The look she gave him when I said that was the best redemption I could ever have. He tried blaming everything on me and now I was able to bury him for it. After that, she lightened up a little. She then returned the new phone, removed his name as an authorized user, and bought him a flip phone.

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My Darling Little Rhinoceros

, , , , | Right | June 29, 2021

I’m busy repairing a smartphone, and since the heads of the franchise thought that having the workbench visible to the customers is a great idea, I’m in a position where customers can talk to me and see what I’m doing.

A customer with her two kids enters, trying to sell her smartphone, and my business partner begins talking to her. Meanwhile, the kids begin looking at the refurbished smartphones. While the older (ten or eleven) shows restraint, the younger (four or five) begins screaming and touching the phones with all the care of a rhino.

Obviously, the mother doesn’t say anything. Thankfully, my partner does.

Partner: “Please stop touching the phones.”

And he continues talking to the mother. The store phone rings and I get up to answer. While I’m talking on the phone, the younger child starts screaming, so I move to the back so I can understand what the customer on the phone says.

I come back to the front and see my partner escorting the customer and the kids to the door.

Partner: *Politely but firmly* “Please get out.”

Me: “What happened?”

Partner: “Once you went to the back, the younger kid tried to throw himself on your workbench with the opened phone, screws, etc., and I caught him by pure luck. In all of this, the kids’ mother didn’t scold the kid even once!”

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Time For A New Phone! And A New Attitude.

, , , , | Right | CREDIT: E_n_z_z_o | June 16, 2021

I work in the technical support call center for a major smartphone manufacturer, and I receive the following call.

Me: “Thank you for calling [Major Phone Manufacturer]. My name is [My Name]; how can I help you?”

Customer: “This morning I changed my password and now my phone won’t charge. I’ve tried several different charging cables that all worked yesterday. What did you do to my phone?”

Me: “I’m sorry to hear that your phone isn’t charging. Have you tried holding the power button for ten seconds?”

Customer: “Yes, and it won’t turn on. It’s completely dead. What did you do to it?”

Me: “I assure you that I didn’t do anything to your phone. I am sorry that this happened. I’d be happy to set up service for you to have the phone repaired.”

Customer: “I can’t bring the phone to your store and I can’t mail it in. Why did changing my password cause my phone battery to die?”

Me: “It didn’t. The two things have nothing to do with each other. It’s just a coincidence.”

Customer: “It can’t be a coincidence. It was working fine yesterday, and now the phone is dead and it won’t charge. Why did you ruin my phone?”

Me: “Two things can happen on the same day and have nothing to do with each other. Imagine: a person who has never drunk any coffee in his entire life wakes up one morning and decides to have a cup of coffee. He leaves the house, and while crossing the street, he gets hit by a bus. Did drinking coffee cause him to get hit by the bus?”

Customer: “What is your name?”

Me: “It’s [My Name].”

Customer: “My husband is rolling his eyes at how rude that comment was.”

Customer’s Husband: “What does coffee have to do with anything?”

Me: “I don’t mean to be rude, but that’s exactly my point. Coffee doesn’t have anything to do with a bus, and your password has nothing to do with your phone’s battery.”

Customer: “I want to speak to your manager.”

Me: “Sure. Hold, please.”

I then transferred the call to my supervisor and explained what had happened on the call. He had a good chuckle and took the call.

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Lack Of Information Overload

, , , , , | Working | June 9, 2021

I open a ticket to [Cell Phone Company] software centre, including the software, the type of bug, and the version number.

Support: “Your problem is soon to be solved. But we need some more information; please include: 1, software; 2, type of problem; 3, version number.”

I return the email with the information already provided. I get the same response. I open another ticket, fill in the boxes, and so on in an identical way. And I get the same response. Eventually, I end up sending TEN identical tickets and getting no solution, just a constant back-and-forth with requests for further information from me. I get fed up and phone the head boss in Stockholm.

Head: “I’ll be sure to follow up on your bug!”

Then, I get an angry email from the [Cell Phone Company] development department.

Development: “We have over ten tickets from you, but you refuse to tell us the version number, the software, or the kind of problem.”

Me: “I will not use your services anymore. Thank you.”

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Look At It Through The Lens Of A Customer

, , , | Right | June 6, 2021

I am a customer in a cell phone store, getting a new phone, and my first smartphone! My old phone is ten years old and only now starting to die. As the representative is helping me choose a phone and get everything set up, a man walks in the front door.

Representative: “Hello there, sir, how can I help you?”

Customer: “Hey, uh, I was wondering… Do you take passport photos here?”

Representative: “Passport photos? Uh… no?”

Customer: “Oh… do you know where I could get them?”

Me: “I think they do them at the post office.”

Customer: “I tried there, but they said their machine was broken or something.”

Representative: “Have you tried [Store]?”

Customer: “No, they said they weren’t working, either. Do you know anywhere else?”

The representative and I both shrug.

Customer: “Okay, thank you.” *Leaves*

Representative: “Why would you come into a phone store for a passport photo?”

Me: “Well… I mean… phones have cameras, right?”

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