01-15-11 05:28 AM
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  1. livvielove's Avatar
    What a great read on a slow night at work. First off, thanks to all the wonderful reps at VZW who have been nothing but plesant to deal with whenever I call.

    My story isn't one that has to do with cellular devices but it does have to do with customer service. On one of my very first nights at the hotel a lady walks in with a black sweater draped over her arm. I smile and welcome her to the property and hear a bark. We exchange a glance and I ask if she has a dog with her because pets are not permitted on the property. She tells me that she doesn't have a dog. We hear the bark again, she looks at me and says, "That's my sweater," and rushes to her room.

    I call her room and explain the policy again after having received a complaint from the room next to her. She tells me the morning manager told her it was okay to have the pet in the room. I call the morning manager and was told that he told her that pets are not permitted. I call her back and explained the situation and explained that she would have to check out. She packs up her items and leaves but not before stopping by the front desk, looks me in the eye and says, "Yes, I had my dog in the room but that bark you heard was my sweater."

    04-30-10 11:17 PM
  2. Super_Mario's Avatar
    What a great read on a slow night at work. First off, thanks to all the wonderful reps at VZW who have been nothing but plesant to deal with whenever I call.

    My story isn't one that has to do with cellular devices but it does have to do with customer service. On one of my very first nights at the hotel a lady walks in with a black sweater draped over her arm. I smile and welcome her to the property and hear a bark. We exchange a glance and I ask if she has a dog with her because pets are not permitted on the property. She tells me that she doesn't have a dog. We hear the bark again, she looks at me and says, "That's my sweater," and rushes to her room.

    I call her room and explain the policy again after having received a complaint from the room next to her. She tells me the morning manager told her it was okay to have the pet in the room. I call the morning manager and was told that he told her that pets are not permitted. I call her back and explained the situation and explained that she would have to check out. She packs up her items and leaves but not before stopping by the front desk, looks me in the eye and says, "Yes, I had my dog in the room but that bark you heard was my sweater."

    hahahaha This made me laugh. "That's my sweater"...wow.
    04-30-10 11:37 PM
  3. iPaladin27's Avatar
    While I can see someone blowing this out of proportion, I find it counter to good customer service.

    It is against the terms & conditions of Visa/MasterCard/Amex/Discover to levy a surcharge for accepting credit cards, yet there are American companies that charge a fee for accepting American currency in America?

    It isn't like the guy needed an exhange fee charged for paying with pesos or yen.

    In my mind, that reduces said company to the level of check-cashing/payday loan ripoff stores.

    So maybe I can agree with the guy's sentiment.

    You can rationalize it all you want, but that is flat-out wrong.

    Posted from my CrackBerry at wapforums.crackberry.com

    No. These payments are charged a $1.50 or what have you for a service fee, which is both not against the terms and conditions of a Visa/Mastercard/whatevercard, but it is also in the contract that you signed with your service. This service fee goes toward overhead of the stores. Even out of contract, the terms and conditions of your mastercard and visa card are different for a vendor license than they are for consumer use.
    05-27-10 08:50 AM
  4. iPaladin27's Avatar
    I work in an industry where people are just as clueless as wireless customers. I'm in automotive service sales. People just give me blank stares when I start talking about rotors, bearings, oxygen sensors and distributor rotors. Sometimes the ignorance is laughable.
    It's not really laughable...I do tech support for blackberry phones, and I can make your smartphone stand on its head and sing for its supper, but if I had to look at the inside of my car, I know how to change my oil and my tires and that's the extent of my knowledge. Everyone has their own areas of expertise.
    05-27-10 01:07 PM
  5. grahamf's Avatar
    So I'm betting you can't find the Wankle in your car.

    Posted from my CrackBerry at wapforums.crackberry.com
    05-27-10 02:56 PM
  6. NorrisCell's Avatar
    So I'm betting you can't find the Wankle in your car.

    Posted from my CrackBerry at wapforums.crackberry.com
    As in Dr Wankel?
    05-28-10 11:46 PM
  7. NorrisCell's Avatar
    Well I work for Asurion, but one day a customer called in and was mad about her deductible and mad atVZW and Asurion because she was never aware of this..


    She then stated she is sick of Asurion and VZW and going to swtich to ATT so she can avoid asurion and get better service. She said if we cant wavie her deducible she is swtiching...

    LOL

    I said... Talk to you later! HAHA.. We cover the insurance for ATT also
    I love stuff like this. I get it fairly often.
    Customer: "Why do you use that company? No one else does"
    Me: "Verizon and AT&T do also"
    Customer: "NO THEY DON'T. DON'T LIE TO ME"

    Or the people who insist that their full coverage insurance is too much ($5.99/mo) and "Verizon only charges $2.99/mo for the same thing." Last I checked the insurance/warranty bundle was $7.99/mo, correct?
    05-29-10 12:03 AM
  8. HiTekSolutions's Avatar
    VERBATIM "This phone sucks, the touch screen is crappy, it's very slow. My battery dies all the time and I can't replace it, *first flag* The WiFi doesn't every connect *SECOND flag* and I can't find a case that fits it that I like *3rd and final flag* I AM SICK OF THIS iPHONE!!!!! and I wan't to cancel"

    After containing myself, I informed her VZW doesn't carry th iPhone. She has VZW at work, grabbed her work phone y mistake and called VZW. She started laughing like crazy, saying sorry about million times and then said "Well I guess you can't help me"

    I promptly said "Ma'am, I can help you." I asked her to hold, called telesales and brought them on the line with her. She bought and activated 4 9530's and ported over right then.
    05-29-10 12:15 AM
  9. TheScionicMan's Avatar
    So I'm betting you can't find the Wankle in your car.
    As in Dr Wankel?
    Isn't that what holds the muffler bearings in place?
    05-29-10 01:04 AM
  10. MrObvious's Avatar
    No it's the inventor of the rotary engine.
    05-29-10 04:28 PM
  11. TheScionicMan's Avatar
    Atkinson pwned Wankel
    05-29-10 08:15 PM
  12. grahamf's Avatar
    No it's the inventor of the rotary engine.
    It's also a nickname for the rotary engine.
    05-31-10 01:46 AM
  13. kat89447's Avatar
    I have worked in CS most of my life and have loved this thread. I am not a VZW employee, but am a customer. I do have a funny story to add to your collection. My hubby, who just upgraded to a Droid in Feb, needed to kill some time so we went into a Best Buy store to look around. While he was looking at cases for his phone one of the guys that worked there came up to assist him. He preceeded to show him the new incredible and spouting off how great of a phone it is and how my hubby should have waited for it. My hubby is looking at it and the guy is showing him how fast it is and some cool apps, so my hubby says isn't the droid pretty quick too and how is the incredible actually different (besides the physical keyboard) from his droid. I know my hubby and he is not beyond changing phones every year if something "cooler" comes along. He just about has my hubby on the hook when the guy says, "its rooted and I am actually running the Nexus One on this phone". I had to laugh at the look on my hubby's face.
    05-31-10 03:38 AM
  14. dhyde79's Avatar
    "its rooted and I am actually running the Nexus One on this phone". I had to laugh at the look on my hubby's face.
    which is amusing cause, the nexus one and incredible are pretty much the same phone, the majority of their hardware is the exact same hardware.....
    05-31-10 12:00 PM
  15. iPaladin27's Avatar
    I just had to walk a customer through downloading the facebook application. On the front screen of a blackberry 9700 for t-mobile, there is a link to download the facebook application. It says, "download facebook." When I have her click on it, she says to me: "It says download facebook...want me to click on it?" Seriously?
    Last edited by gileadkid; 06-02-10 at 10:16 AM.
    06-02-10 10:05 AM
  16. iPaladin27's Avatar
    I've personally never had a problem with a Verizon rep, just saying that it's very possible that Verizon can hire a problem employee.

    But I do get a chuckle out of you guys thinking you're God's gift to the consumer.
    As a matter of fact, we are God's gift through the customer. But our paycheck signed by the company, not the big G-O-D.

    It would be wrong to say they are all bad - the guy immediately above yours is proof there are good ones.

    We just seem to have a larger percentage of the bad ones here, including the terminally rude, the crackheads, the uninformed & worse. But again, not all are poor & it isn't always the reps' fault - VZW is a pretty bad company all on its own with their schizophrenic ways & weird policies. AT&T is really no better. At least VZW's network is better than others.

    How many reps did you have to go through to find the 3.7?
    So then...what you're saying is that you're a customer...and have never had the pleasure of working at a call center. Furthermore, instead of taking this thread in the manner in which it was intended, instead you're getting all **** hurt about it because you've probably been that customer in the past. We read ya loud and clear. If you don't like it, by all means, don't read it. Let people with a sense of humor enjoy themselves. Viva la funny!

    Today's story:
    Customer calls in. Wants to know if she can get a new phone. Absolutely does not want to troubleshoot the error appearing on her phone at all. She says she's done all the troubleshooting and has called in a bunch of times over the last two weeks. I looked...there's been one call. It was recommended she reload her blackberry software. I ask her if she's one that and she says yes, of course she has. I ask her if she went through the process of putting the desktop manager on her computer, and she asks me, upset: I don't have time for this. What is the desktop manager!

    *sigh*
    Last edited by gileadkid; 06-04-10 at 10:52 AM.
    06-04-10 09:08 AM
  17. ohio_golfer's Avatar
    As a customer of verizon I have to mention this one about the rep we were dealing with a few years back.

    Wife had a razr that would not hold charge for more than 3 hours, was only about 3 months old, she went to verizon store in mall, as she works in mall and I work about 30 miles away. I was not there, but can only imagine how the conversation went before verizon actually called me at work.

    rep: Hello is this _________
    me: yes it is
    rep: we have a woman here with a cell phone stating that the battery is dying prematurely
    me: yeah thats my wife, whats wrong with the phone?
    rep: it seems the battery is no good
    me: ok
    rep: well you need to authorize replacing the battery
    me: ok how much is it?
    rep: well its under warranty so its no charge
    me: silent
    rep: sir
    me: yeah im here, tell me again why you are calling me.
    rep: we need you to authorize replacing the battery in the phone
    me: ok you said it was no charge, correct?
    rep: yes sir
    me: so did my wife ask you to replace the battery?
    rep: yes sir but she is not authorized to make changes to your account
    me: ok, but you said the battery was no charge
    rep: that is correct sir
    me: I dont see the problem here
    rep: your wife cant authorize changes/charges to your account
    me: Ok seriously I dont have time for this, change the battery. and put my wife down as an authorized person to change account info.


    I seriously could nto believe that they would not change the battery at no charge, and needed the account holders authorization to change a free battery. Is that just dumb or is it me?
    "OK, seriously, I don't have time for this" ???

    I'd hate to have you as a customer.

    Changes are being made to your account. Free or not, any woman off the street could have claimed to be your wife and gotten your info.

    I'd like to be notified if activity was going on in my account. Maybe the warranty limited a number of free replacement batteries? Maybe you had only one change left?

    I'm so sorry the company was trying to be professional in contacting you to approve this replacement.
    The FACT the woman was in possession of the phone and the FACT there was no charge to the account and the FACT there are NO limits to warranty replacements makes your argument moot.
    06-06-10 08:10 AM
  18. iPaladin27's Avatar
    The FACT the woman was in possession of the phone and the FACT there was no charge to the account and the FACT there are NO limits to warranty replacements makes your argument moot.
    I'm quite convinced you're not too concerned with facts. For instance the fact that Verizon is held liable by the FCC (you know, the Federal Communications Commission) for every interaction that requires any kind of equipment order, warranty replacement of either phones or batteries, or account change, there has to be a VERIFIED authorized user making the call. Whether they have possession of the phone is irrelevant. And this is to say nothing of the legal liabilities of just letting anyone call in from the phone and say they're on the account without verifying it. Do your research.
    06-07-10 08:14 AM
  19. ohio_golfer's Avatar
    For instance the fact that Verizon is held liable by the FCC (you know, the Federal Communications Commission) for every ... warranty replacement of either phones or batteries ...
    That simply isn't true, even though you think it is.
    06-07-10 02:31 PM
  20. Feeeeg's Avatar
    "OK, seriously, I don't have time for this" ???

    I'd hate to have you as a customer.

    Changes are being made to your account. Free or not, any woman off the street could have claimed to be your wife and gotten your info.

    I'd like to be notified if activity was going on in my account. Maybe the warranty limited a number of free replacement batteries? Maybe you had only one change left?

    I'm so sorry the company was trying to be professional in contacting you to approve this replacement.

    LOL,, hey read my opening,, I stated that the store called me at work, therefore there is no need to verify that just anyone is calling in off the street. Also note that in my story it was verified in the first line or so that the woman in question was my wife, not some chick off the street. What bothered me most, is that after verifying she was my wife, and what they were doing to the phone at no charge I might add, they would not simply change the battery in the phone, without me finally saying to change the battery.

    So I seriously did not have time to be bothered with such a mundane task.

    As for getting upset at having me as a customer, I was just interjecting my view and what I thought was a funny story into a thread about horrific customers,,, I thought the thread was not intended to peave people off.

    I work for a service company as well, and if one of my accounts lackeys calls in stating that they have a defective product that I sold them, whether they are authorized to order a part or not, I send them a new part,,, sometimes the boss does not have time to do the work of the minions..

    LOL no I am not calling my wife a minion,,, but she works 2 doors down from this store in the mall, I however work 45 miles away. I did not have time to change a battery on her phone.

    Take a pill brother....

    Last edited by Feeeeg; 06-07-10 at 03:30 PM.
    06-07-10 03:23 PM
  21. iPaladin27's Avatar
    That simply isn't true, even though you think it is.
    Really? It's not true, because you say it's not? Bravo. I am slain by your rapier wit.

    You're the kind of misinformed customer that gives tech support reps like myself, and customer care reps a reason to share our stories on threads like this.
    06-08-10 02:01 PM
  22. ohio_golfer's Avatar
    Really? It's not true, because you say it's not? Bravo. I am slain by your rapier wit.

    You're the kind of misinformed customer that gives tech support reps like myself, and customer care reps a reason to share our stories on threads like this.
    No, it's not true just because I say it's not. It's not true because it's not.
    06-08-10 04:17 PM
  23. fanjelz's Avatar
    as a customer; I am appreciative that no one else can make changes on my account. I just hope that the same individual that is having such a fit about this event, has rectified it themselves... either online or via a 611. Just think, this whole situation could have been avoided if the account owner had made a phone call before the phone holder walked in the store.

    As for the rest of the stories, I just crack up and try to make sure my actions don't make it to this thread.
    06-08-10 09:02 PM
  24. yoga.flame's Avatar
    LOL,, hey read my opening,, I stated that the store called me at work, therefore there is no need to verify that just anyone is calling in off the street. Also note that in my story it was verified in the first line or so that the woman in question was my wife, not some chick off the street. What bothered me most, is that after verifying she was my wife, and what they were doing to the phone at no charge I might add, they would not simply change the battery in the phone, without me finally saying to change the battery.

    So I seriously did not have time to be bothered with such a mundane task.
    No matter how you justify what you said to the rep, it's the service you signed up for. To disrespect the rep for doing their job is completely out of line. Perhaps instead of telling other people to "take a pill," you should take a moment to reflect on The Golden Rule. (Remember that? Becoming a stressed out adult is no excuse for treating people poorly.)
    06-09-10 01:43 AM
  25. iPaladin27's Avatar
    No, it's not true just because I say it's not. It's not true because it's not.
    "Yeah huh!"
    "Nuh uh!"
    Clearly, your debate skills peaked in the second grade. As someone who actually does this for a living, I'm actually qualified to say what's true or not. Anyway, to those of us who aren't mired in our own ignorance, let's hear some funny!
    06-09-10 08:04 AM
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