01-15-11 04:28 AM
1,313 ... 4344454647 ...
tools
  1. jlsparks's Avatar
    And you could not grab his hand...why? I mean if you know that he is going to be like that why the heck you dont hold him, people like you make my job so hard!..I bet you were mad at the reps and at the police for making you "feel embarrased", I bet "her story" would have been something like this: This lady came in with this annoying brat he could not stop messing with my equipment he was running rampant, pounding on my keyboard, unplugging my printer, laying under my desk... you get the picture...she "apologized" repeatedly, promising me that next time that she needed to come in, she would make sure that she had a sitter...I just laughed(seriously what else can you do.......) and told her not to worry about it, that it had totally made my night!....
    What a downer. Here I am, just minding my own business catching up on my favorite thread (this one), and what do I encounter but... YOU. I'm pretty certain that that point of the post was to demonstrate that there are some great corp store reps. That's how I read it, at least. Have you dealt with a severely ADHD child? They can be more than a handful, at any age. And no, "grabbing his hand" wouldn't resolve the issue, which is created by a chemical imbalance in the child's brain and it, therefore, out of the child's control. Plainly whatever med and/or dosing the child was on wasn't cutting it, but unfortunately even properly medicated patients have unpredictable moments.

    Anyway, maybe have a little common courtesy. I'm sorry you had a bad day in your call center, but that's no excuse for slamming someone and her child.
    12-20-09 08:19 PM
  2. cannonballgsu's Avatar
    This thread is great - lots of great stories, and to those who think this makes VZW reps look bad have never worked in customer service jobs. No matter how helpful you are, when you get customers with no common sense, its VERY HARD to contain yourself.

    I worked at a hardware store for nearly 5 years while I was in school, and people always came in looking for things that didn't exist like an extension cord with two male ends and a 220 adapter. The lack of common sense was amazing.


    What a downer. Here I am, just minding my own business catching up on my favorite thread (this one), and what do I encounter but... YOU. I'm pretty certain that that point of the post was to demonstrate that there are some great corp store reps. That's how I read it, at least. Have you dealt with a severely ADHD child? They can be more than a handful, at any age. And no, "grabbing his hand" wouldn't resolve the issue, which is created by a chemical imbalance in the child's brain and it, therefore, out of the child's control. Plainly whatever med and/or dosing the child was on wasn't cutting it, but unfortunately even properly medicated patients have unpredictable moments.

    Anyway, maybe have a little common courtesy. I'm sorry you had a bad day in your call center, but that's no excuse for slamming someone and her child.

    Unfortunately I agree with molochete. I understand the child has a condition, but that doesn't mean the child should be able to disrupt/destroy property and alert the police. Plans should have been made regarding the child prior to the trip to the store. The incident could have ended up like another story in this thread - the child knocked himself out and the parent promised to sue.
    12-22-09 12:34 PM
  3. PeachyXOXOXO's Avatar
    Oh my, this thread is funny! I have worked in Customer relations before and I have had these kind of situations too......its just so funny to read other people stories......xoxoxox
    12-22-09 06:58 PM
  4. wintercastle's Avatar
    Working in Technical Support for about four months now for VZW, it's pretty crazy how mundane things can get, i.e. ppl calling in with the EXACT same reasons for why their phone isn't working and how they don't want to TS the phone, just replace it, AND with a new device. But, when you get a gem like this, you can't help but be able to appreciate your job:
    Cust: (Simulate bitchy cougar Manhattan accent) Yes, my phone won't turn on, and it hasn't for several days. I'm really sick of Verizon and their crappy phones, I want a new phone, now.
    Me: I'm truly sorry to hear that Ma'am, has this happened before at all?
    Cust: Yes, I called the other day, they told me to remove the battery, but we got disconnected; I'm calling from my landline now, when will my new Storm 2 come in the mail?
    Me: Well, the phone that isn't working, did you ever re-insert the battery?
    Cust: Listen here Mister, of course I put the batt.... um, $@#!&(=* Oh my gawwwd, I'm soooo sorey (yes) honey, I completely forgot to put the battery back on, I'll hang up and call back to get it replaced *click*
    12-27-09 11:05 PM
  5. pantlesspenguin's Avatar
    I found this thread a few days ago & have read every single post. I don't know when I've laughed so hard. Some of these are just priceless.

    I'm not on Verizon, but T-Mobile. I (unfortunately) had a Sidekick during the Great Sidekick Outage. The Sidekick forums completely lit up w/ teh stoopid. One guy posted that he expected T-Mobile to replace his Sidekick because the outage made him so mad he smashed his phone into a wall. T-Mobile has a real-time chat w/ a rep on their website, & many people copied & pasted their conversations w/ the reps. In most cases, the customer was totally going off & throwing tantrums like a 5 year old, & the rep was being very polite. It's like they were bragging that they cussed out a rep. It was ridiculous. Even though I was affected bigtime because of the outage, I really felt sorry for all the T-Mobile reps during that time.

    This wasn't cell phone related, & I was the customer, but this is really funny & I have to share: One time I was checking out @ a grocery store. I asked the clerk if I asked for $10 cash back, if I could get a roll of quarters back instead of a 10 dollar bill. The clerk gave me the stink-eye & said...

    "No, I can give you $10 worth of quarters, but I am not going to give you an entire roll."
    12-28-09 12:42 PM
  6. akiva7777's Avatar
    I found this thread a few days ago & have read every single post. I don't know when I've laughed so hard. Some of these are just priceless.

    I'm not on Verizon, but T-Mobile. I (unfortunately) had a Sidekick during the Great Sidekick Outage. The Sidekick forums completely lit up w/ teh stoopid. One guy posted that he expected T-Mobile to replace his Sidekick because the outage made him so mad he smashed his phone into a wall. T-Mobile has a real-time chat w/ a rep on their website, & many people copied & pasted their conversations w/ the reps. In most cases, the customer was totally going off & throwing tantrums like a 5 year old, & the rep was being very polite. It's like they were bragging that they cussed out a rep. It was ridiculous. Even though I was affected bigtime because of the outage, I really felt sorry for all the T-Mobile reps during that time.

    This wasn't cell phone related, & I was the customer, but this is really funny & I have to share: One time I was checking out @ a grocery store. I asked the clerk if I asked for $10 cash back, if I could get a roll of quarters back instead of a 10 dollar bill. The clerk gave me the stink-eye & said...

    "No, I can give you $10 worth of quarters, but I am not going to give you an entire roll."
    I HATE when these people think that it is soooooo cool to cuss out the people that they are trying to help, like yelling at me makes you feel better? honestly. you called me for help and you want to act like this? as if you would ever treat someone like this in a face to face meeting and not get your teeth knocked out. The fact that i rely on this job to keep a house and feed my kids is the ONLY THING that keeps me from saying what i really want to say!!!!

    whatever
    12-28-09 02:54 PM
  7. pantlesspenguin's Avatar
    Oh I just thought of something else. I don't want to threadjack, but I have a comment. I'm with T-Mobile so I'm not sure of Verizon's practices on this. On T-Mobile, it is PREFERRED that the customer calls in on a phone other than the one they're having trouble with. If that's not possible, the reps don't refuse to help the customer by any means. They give the customer step-by-step instructions & then the customer can call back if that doesn't work. The rep will put in the notes what they had already tried. Also, T-Mobile has that chat feature I mentioned in my earlier post, so the customer can chat w/ the rep & leave the phone free for any troubleshooting. Maybe the customers that call in on Verizon who think they can just get instructions from the rep while they're on the phone they're having trouble with are just used to these practices?
    12-30-09 09:51 AM
  8. akiva7777's Avatar
    Oh I just thought of something else. I don't want to threadjack, but I have a comment. I'm with T-Mobile so I'm not sure of Verizon's practices on this. On T-Mobile, it is PREFERRED that the customer calls in on a phone other than the one they're having trouble with. If that's not possible, the reps don't refuse to help the customer by any means. They give the customer step-by-step instructions & then the customer can call back if that doesn't work. The rep will put in the notes what they had already tried. Also, T-Mobile has that chat feature I mentioned in my earlier post, so the customer can chat w/ the rep & leave the phone free for any troubleshooting. Maybe the customers that call in on Verizon who think they can just get instructions from the rep while they're on the phone they're having trouble with are just used to these practices?
    if it is something simple, then yes, i do try to give steps, and have the cust write them down so that they wont forgett the steps..... but I put in the notes that i gave a few ts steps to try, not exactly what they are, because there is no way for me to verrify whether or not they did them. For simple issues it works well, but its about 50/50 on whether or not its something simple. But c'mon, one of the most usefull ts steps for almost all devices, depending on the problem is a battery pull.......... I love the calls where you ask if they are on the phone, and they say no, and you have them take out the battery and the line goes dead.....classic!!!!
    12-31-09 07:13 AM
  9. IDsweetcheeks's Avatar
    if it is something simple, then yes, i do try to give steps, and have the cust write them down so that they wont forgett the steps..... but I put in the notes that i gave a few ts steps to try, not exactly what they are, because there is no way for me to verrify whether or not they did them. For simple issues it works well, but its about 50/50 on whether or not its something simple. But c'mon, one of the most usefull ts steps for almost all devices, depending on the problem is a battery pull.......... I love the calls where you ask if they are on the phone, and they say no, and you have them take out the battery and the line goes dead.....classic!!!!
    We do try to give suggestions... sometimes though, we get kickback.
    I know I've had a couple times when the customer calls in with issues tethering a blackberry. They go "See when I click connect I get an error xyz"
    I look at the acct and see they are obviously on the phone...
    *face palm*
    "I'm sorry sir but you cant connect to the internet tethering while you are talking on the phone"
    "Oh... well... okay then, bye..."
    *click*
    01-02-10 07:43 AM
  10. Wireless Vet's Avatar
    We started yesterday off with a bang. We had....

    One drunk guy with a Ferrari jacket who wanted to argue with me about coming in to the store early. Turns out he lost his HTC Eris New Years Eve, and it was the fourth phone he had lost since June. NETACE would not allow me to sell him a phone at one year price because he had done so earlier in the year.

    Another drunk guy with terribly disheveled hair and a leg brace, wanting access to an account he wasn't authorized to have access to. He punched the wall, he was escorted out.

    A woman who opened new service at another store came in to our store saying she had no idea what kind of plan she signed for, or if she even signed for anything but her payment. She was not drunk.
    01-02-10 08:44 AM
  11. pkcable's Avatar
    Ok so I work in IT at a gov't office. Often I get calls and the person just says my computer is not working. I ask them what it's doing, and they say nothing. So I go over to their desk, and often just have to either turn their monitor on, or the PC itself. Or WORSTcase reboot the sucker. I usually then say to them, "your on/off switch was on the off position" and give them a wink.
    01-02-10 09:32 AM
  12. IDsweetcheeks's Avatar
    Ah, now those are the classics.
    Or how about people who insist its not the phone its the network...
    "My emails and my internet are working but its really SLOW!"
    OR best yet. "My email takes 5min to come through on my blackberry"
    ahhh... it can take up to 20min... thats acceptable.
    01-02-10 11:01 AM
  13. rlmesq's Avatar
    Ok so I work in IT at a gov't office. Often I get calls and the person just says my computer is not working. I ask them what it's doing, and they say nothing. So I go over to their desk, and often just have to either turn their monitor on, or the PC itself. Or WORSTcase reboot the sucker. I usually then say to them, "your on/off switch was on the off position" and give them a wink.
    Last April Fool's Day, I took a screenshot of my secretary's computer and set it as the desktop wallpaper, hid all of the desktop icons, and put her taskbar on auto-hide.
    01-03-10 06:03 AM
  14. rlmesq's Avatar
    Unfortunately I agree with molochete. I understand the child has a condition, but that doesn't mean the child should be able to disrupt/destroy property and alert the police. Plans should have been made regarding the child prior to the trip to the store. The incident could have ended up like another story in this thread - the child knocked himself out and the parent promised to sue.
    Although the store and the responding police officers took it with good humor, it could have ended far worse than that.

    Any police response to a possible robbery in progress has many points where the potential for tragedy runs high, from a traffic collision en route to an inadvertent shooting if an officer mistakes an innocent object for a gun.

    There are places where ANY kid has a hard time behaving. For instance, I don't understand why people take too-young kids to nice restaurants and expect the kids to sit through a meal that exceeds their attention span by a factor of ten. Part of the reason to have a child is to enjoy having a CHILD, not expecting the kid to act like one of your peers.

    Just as you can't leave an infant unattended in the car on a hot summer day while you go shopping, you can't just drag a child into a business and expect everyone else to assume responsibility for his or her safety.
    01-03-10 06:22 AM
  15. IDsweetcheeks's Avatar
    Last April Fool's Day, I took a screenshot of my secretary's computer and set it as the desktop wallpaper, hid all of the desktop icons, and put her taskbar on auto-hide.
    So you've seen "Sales Guy vs Tech Dude" on youtube as well right!?
    LMAO!
    If not... I recommend it.
    01-03-10 07:44 AM
  16. VeniceBB's Avatar
    Oh my, so many familiar stories...
    I once was talking to a guy who had trouble connecting to Hotspots. After asking him a bunch of questions I was starting to think he wasn't even NEAR a Hotspot... so eventually I asked him "Sir, you do know what Hotspots are, do you?"
    His response: "Yeah, they're those poles alongside the road, aren't they?"

    *head desk* but LOL-ing for a long time afterwards
    Last edited by VeniceBB; 01-03-10 at 10:28 AM.
    01-03-10 10:04 AM
  17. montage's Avatar
    LMAO @ the post above....

    When they used to do top up cards for prepay that you scratch a lady came in shouting that we had ripped her off as her 5 wasnt added....

    When asked had she topped up correctly she replied she had "put it in her phone"...

    She had only gone home and cut the top-up card so it was small enough to fit between the battery and the back cover.. also destroying the scratch off number in the process...........................................

    Another lady asked me to turn off the power key function......

    A guy once asked me to replace his 3 year old handset under warranty do to it not working.... his daughter had snapped the flip up screen..... but she "HAD NOT!" and i was "a total C$%T" and he was "going to punch my face in".......

    I LOVE customers!
    01-03-10 10:15 AM
  18. VeniceBB's Avatar
    I LOVE customers!
    I second that! lol. Sure, sometimes they can make the job a pain, but then there's a funny situation, or a customer that genuinely appreciates all the hard work you put into helping them and it makes up for the occasional cr*p
    01-03-10 11:31 AM
  19. NicoleW78's Avatar
    When they used to do top up cards for prepay that you scratch a lady came in shouting that we had ripped her off as her 5 wasnt added....

    When asked had she topped up correctly she replied she had "put it in her phone"...

    She had only gone home and cut the top-up card so it was small enough to fit between the battery and the back cover.. also destroying the scratch off number in the process...........................................
    Oh lordy I hate those prepaid cards! Seriously? How hard it is? Follow the freaking instructions on the back of the card. Oh yeah, that requires people to READ! The worse so far was the gal who scratched the pin on the back so hard that she scratched the numbers completely off and demanded a refund since "there weren't no numbers there!"
    01-03-10 12:00 PM
  20. gotblackberry's Avatar
    Well, today I got to excercise a little used power that Verizon Wireless has. I got to disconnect an abusive/harassing customer and charge her an ETF.

    I took the escalation and the customer just pressed buttons demanding to speak to executive offices, wouldn't let me speak, screaming, profanity, multiple things. She has been warned TWICE by executive office and scores of other times from other supervisors. She has called in 29 times. Today. Without stating her issue.

    I spoke w/ my sup and he OK'd that I terminate her service, charge the ETF -- and forward it to executive for review.

    Lady was nuts
    01-03-10 08:30 PM
  21. diabloman87's Avatar
    So I had to share my IT related story on this since I know it will make even the non-techys laugh.

    User walks in to my office and asks if I can help him copy some files from a CD on to his desktop for "archiving", now he has a laptop but I figured that he was just using desktop as a generic term for a computer. We walk in to his office and he says "oh I have a laptop" then sits down and starts telling me how he spent 10 minutes looking for his desktop so he could put the CD in it. He points at his trash can and tells me "at first I thought that was it but when I couldn't find a CD-ROM drive I pulled it out and realized it was my garbage can." During this whole time he was completely serious and during his whole mono log he was never embarrassed about his mistakes.

    I had to walk away before I bust out laughing.
    01-04-10 11:29 AM
  22. IDsweetcheeks's Avatar
    Well, today I got to excercise a little used power that Verizon Wireless has. I got to disconnect an abusive/harassing customer and charge her an ETF.

    I took the escalation and the customer just pressed buttons demanding to speak to executive offices, wouldn't let me speak, screaming, profanity, multiple things. She has been warned TWICE by executive office and scores of other times from other supervisors. She has called in 29 times. Today. Without stating her issue.

    I spoke w/ my sup and he OK'd that I terminate her service, charge the ETF -- and forward it to executive for review.

    Lady was nuts
    wow...
    I got fired from AT&T contract at another center as a supe for just disconnecting the call on a customer like that!
    01-04-10 11:57 AM
  23. pantlesspenguin's Avatar
    wow...
    I got fired from AT&T contract at another center as a supe for just disconnecting the call on a customer like that!
    I may be wrong, but I think under most cell phone contracts, the customer agrees to not be abusive or harassing toward customer care reps. If the lady had been warned twice by executive offices and many other times by other supervisors, termination was the logical next step. She was in breech of contract.

    If a similar situation happened to you, you should not have been fired @ all.
    01-04-10 01:07 PM
  24. Jude526's Avatar
    people don't realize what they are saying and asking for. I had a man 3 yrs ago throw his phone in front of me and told me to fix it like last time. He had dropped it in the toilet and he said he had to have it fixed. We don't have a tech in the store location I worked at and his foul mouth was really irritating me. I told him I couldn't repair it and he needed to go to a corporate store and he continued on and on. I told him to leave and then he realized he wasn't at the location he had gone into the last time. I suggested he have a better attitude and less of a bad mouth.
    01-04-10 01:33 PM
  25. montage's Avatar
    I used to work on a toll road many many years ago and I have never met so many vile people with utterly disgusting mouths... People in suits driving 50k cars to workers in vans. I really realised how deep down people have zero respect for fellow humans and see nothing but corporate logos where my face should be.

    To give you an example people would go further than threatening behaviour.. Verbal assaults.. They would even wish death and cancer on mw and family members. I was called 100% every swear word.. Threatened and heard sarcastic comments hourly not even daily.. And was truely shocked 10 minutes into my first ever shift there and ever day after.

    Posted from my CrackBerry at wapforums.crackberry.com
    01-04-10 01:41 PM
1,313 ... 4344454647 ...
LINK TO POST COPIED TO CLIPBOARD