I work for a large Telco company. Mostly sales based but sometimes also answer incoming calls and help customers with minor issues. This customer had recently purchased a regular smart mobile phone on a 2 year contract.
Me: Hello, this is *** how can I help you?
Customer: Yes, one of your employees sold me a shitty phone yesterday and I want my money back. I’m bringing the phone in today.
Me: Ok not a problem, what seems to be wrong with it?
Customer: I was transfering the data to the phone when I dropped it. Now the screen is completed shattered and it’s not working. If this phone is going to be this ***** fragile then I don’t want the ***** thing.
Me: Ok, so YOU dropped your phone and broke it, now it’s not working and you want ro return it because it’s too fragile?
Customer: Yes, I always dropped my old phone and it never broke! This one broke way to easy.
Me: Did you have the phone cover or screen protector on your phone that we provided for you?
Customer: No, why would I need a that for, what’s that got to do with anything?
Me: …Unfortunately, I can’t refund you anything since YOUR the one who broke the phone. You do have insurance though, so I can replace the phone with a same model if you just pay the excess.
Customer: You’re not getting me, I don’t want the ***** phone and I’m not paying for shit! Your working sold me a shitty fucking weak phone that breaks way to easy! I’m bringing the phone back in today and your gunna give me a full refund, I’m not gonna argue about it.
Me: Unfortunatley, we can’t do that. Your phone is on a contract and it was working perfectly fine when you purchased it. The damage was caused by you, like I said we can replace it with the same model but we can’t refund anything.
Customer: This is bullshit! Your the ones who sold it to me, I didn’t even want it! Yes I get that I broke it, I’m aware of that but I don’t care! you gave me a fragile phone and I don’t fucking want it, I’m not gunna use it!
Me: ok that’s not a problem, you don’t have to use it. You’re more than welcome to keep using your old phone.
Customer: Good, so I’ll come in this afternoon and bring the new phone back.
Me: You can do whatever you like with it, it’s your phone. However, were not going to be able to give you a refund.
Customer: Then wtf am I going to do with it? You know what? I’m going to cancel all my services with you, cancel everything I have with you immediately, all of it.
Me: That’s not a problem, I can cancel your entire account if you like. However, you are under contract for all you services for at least another year. You will need to pay 3k+ in termination fees.
Customer: Fuck that! This is absolute bullshit. I didn’t sign any contract, don’t fucking like to me show me the contract and where I ***** signed!
Me: You would have signed a contract when you signed up for these phone plans, i can send you a copy if you like?
Customer: I’ll just rip up the contract then, im not gonna pay for shit!
Me: Unfotunately, that’s not how a contact works. You’ll still need to pay the termination charges.
Customer: I want a manager to speak to me now, I’ve had enough of this, you obviously can’t help me.
Me: Not a problem I’ll get the manager to give you a call when he’s free.
Needless to say, he never got a refund for the mobile phone that HE broke even after threatening to call fair trading and all the local news stations on my manager for running a ‘dodgy scam’.
