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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.”