We Know Some Talkative People That Could Do That

, , , | Right | June 29, 2020

Me: “We are going to need to change your plan if you do an upgrade. Do you know about how much data you use on your phone per month?”

Customer: “I don’t know. Not that much. I mean, I had the unlimited plan, before, and I never came close to using all of that up.”

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Sometimes They Just Phone It In

, , , , | Working | June 15, 2020

My husband and I wanted to switch wireless providers. We have already talked with an agent online, had a quote and package all set up, and reserved the phones we wanted for our upgrades. We arrive ten minutes ahead of our appointment, so we browse the store. When our appointment time comes, we approach the only available representative.

Me: “Hello. We have an appointment to set up a new phone plan.”

The representative glances at us but says nothing. My husband and I look at each other.

Husband: “Do we talk to you or is there a specific person?”

Representative: “No.”

Husband: “Uhh, no, we don’t talk to you or no, there’s no specific person?”

Representative: “Try the kiosk in the mall.”

Me: “No, we have an appointment here.”

I show him the confirmation email.

Me: “See?”

Representative: “Sometimes the online system doesn’t work right. You don’t have an appointment but I can squeeze you in now.”

Husband: *To me* “That seems odd.”

Representative: *Sighs* “Look, man, I’m just going by the computer. What are you trying to do, upgrade?”

Who calls customers “man”?

Me: “We want to open an account and upgrade our phones. We’re currently with [Other Provider]. We have a—”

Representative: “Okay. I need you to fill out this information. Is your husband in charge?”

Husband: “The account will be in my name, yes.” 

Me: “We have a quote from [Employee] on your website. It’s $30 a line per month.”

Representative: “I don’t think we can do that.”

Me: “I have screenshots of our conversation.”

Representative: *Shrugs* “Sometimes the robots are wrong.”

Husband: “It’s also on the sign in the window.”

Representative: *Glances at the sign* “Okay, we’ll try it.”

He collects our basic info. We are silent for a moment while he clicks around. 

Representative: “All right, so, I don’t know who you talked to, but we can’t do $30 a month.”

Me: “Why?”

Representative: “So, see, it’s like this. If you’re upgrading and your phone is, say, $500. You’re trading in a phone that is $100. That’s $400 per phone, spaced out over the contract, so you’re paying more than $30.”

Husband: “That’s not right.”

Representative: “Yeah, it’s called leasing so you don’t have to pay everything up front.”

Me: “Maybe I wasn’t clear. We’re buying the phones outright.”

Representative: “Right, so you buy it today with your activation and then you make little payments every month.”

Me: “Why? We’re not leasing the phones. We want to pay for them in full.”

Representative: *Speaking slowly* “Okay, listen to what I’m saying. You can’t—”

Husband: *Puts his hand up* “No. Get your boss.”

The representative throws his pen down on the desk and walks into the back room. My husband and I stand there for a few minutes before someone else approaches us. Her nametag has the word “MANAGER” on it, so we assume the first representative went to get her.

Manager: “Hi, I’m [Manager]. Are you being helped?”

Me: “We’re actually waiting to speak with a manager. [Representative] was here but he left a few minutes ago when we said we wanted his boss.”

Manager: “Oh, I’m the manager on duty. [Representative] actually went to lunch. How can I help?”

We are quite upset to learn that the first representative just left like that. We tell the manager what happened and she listens, her face getting more serious as we go on. 

Manager: “I am very sorry about that. I will have a word with [Representative]. In the meantime, please let me try to make this right for you. I can certainly set up an account using the quote you brought with you. I encourage you to fill out the customer satisfaction survey offered at the bottom of your receipt.”

The manager set us up without a single issue. A week later, my husband and I were walking around the mall and saw the first representative working at a kiosk for another cell phone provider. He glared at us as we walked by.

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Fees For Days… 720 Of Them!

, , , , , | Working | June 11, 2020

My phone has suddenly lost its speaker function, so I am looking to buy a cheap phone as soon as possible. 

Employee #1: “We don’t do contracts anymore; you just buy a phone at retail price and we bill for service.”

Me: “Okay, what’s the cheapest non-smartphone you have?”

Employee #1: “We have this one for $99 and this for $199.”

Me: “What’s the difference?”

Employee #1: “Uh…”

Employee #2: “This one—” *pointing to the $199 phone* “—is heavier.”

Me: “And…?”

Employee #1: “It’s heavier duty.”

Me: “Okay… I’ll take the $99 phone.”

Employee #1: “Do you want to pay today, or use a twenty-four-month installmant plan?”

Me: “What’s the difference going to be?”

Employee #1: “If we break it up over twenty-four months, you are protected in case the phone you get is a lemon, because you haven’t paid for it all yet!”

Me: “Wait, what?”

Employee #2: “Yeah, if you pay for the phone in full before you leave the store, it voids the two-week return policy.”

Employee #1: “So, if the phone is a lemon, you’re stuck!”

Me: “Wait, so you’re telling me that if you sell me a broken phone, if I pay for it all at once you won’t let me return it?”

Employee #1: “No, because that voids the return policy.”

Me: “So, you can only return defective items if you haven’t paid for it yet?”

Employee #2: “That’s right, so you should take the twenty-four-month plan.”

Me: “Okay… Well, do you charge interest or anything extra?”

Employee #2: “Nope, just break it up into payments.”

I think paying it off slowly might be convenient.

Me: “Okay, let’s do it.”

Employee #1: “Great, I’ll ring you up. So, with the Store Fee, that will be $129 plus tax.”

Me: “What ‘Store Fee’?”

Employee #1: “It’s $30 to purchase a phone in the store.”

Employee #2: “It’s because you are eligible to buy a new phone. You only have the $30 fee. If you weren’t eligible to buy a new phone we’d have to double the cost of your service fees!”

Me: “What? So there’s no contract, but I’m somehow ‘eligible’ to buy a phone at full retail price, as opposed to somehow… not being allowed to buy a phone? And for the privilege of buying a phone in your store, there’s a fee?”

Employee #1: “It’s only $30.”

Employee #2: “It seems like a lot because you’re buying a cheaper phone.”

Me: “Say I got my phone fixed or bought it somewhere else. Is there an activation fee to get it on my service plan?”

Employee #1: “Um…”

Employee #2: “No…”

Me: “All right, then.”

I left and found the $199 phone online for $79. And, much to my surprise, they were telling the truth; there was no activation fee. And I wasn’t charged $30 online for the privilege of buying a product!

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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.

Click here to read the next story!

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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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