Trouble In Paradise

Me: “Thank you for calling [Major Cell Phone Company]. My name is [My Name]. How can I help you?”

Customer: “I’m in the Bahamas and my phone doesn’t work! My son says I need to talk to your global department.”

Me: “Oh, no! That’s not cool; your phone isn’t working on your vacation! The great news is that between you and me, we can get this figured out without a transfer! I just need to ask some quick verification questions.”

(We go through the verification and I see the phone he has is CDMA only, and the Bahamas is GSM only.)

Me: “Well, sir, I’m sorry to say your phone isn’t going to work for calls and text. It runs on a different network than what is offered in the Bahamas.”

Customer: *getting angry* “Why doesn’t anyone tell you this kind of thing?!”

Me: “When you got the phone 13 months ago, did you expect to be travelling outside the US?”

Customer: “No!”

Me: “Did you call us before you left on your trip? Did you call us to let us know?”

Customer: “No, I didn’t, but none of that’s not my fault!”