You mean I have to go to the manufacturer for the warranty?!?

[CrazedClerkthe2nd]

This was just one of those people refusing to accept the only answer I can give them...

Me: Thank you for calling <Red checkmark>, what can I do for you today?
SC: Yeah, I've been having problems with my iFruit, I've called in before but it's still happening.
Me: I can help with that. What problems are we talking about?
SC: Well, it takes forever to charge and sometimes the touchscreen doesn't respond correctly and it's also having speaker issues. Last time I called we did a bunch of things to try and fix it.
Me: Ok, let me take a look. (I check the notes and sure enough, he'd done everything including a full erase and restore) Yep, I see here you tried just about everything. It looks like at this point we'll need to replace the phone. It's still under warranty so no costs to you for that. Ifruit company handles all the warranties on these phones themselves so you'll have to drop by an iStore or call them to get a replacement done.
SC: Why can't you just do it for me?
Me: As I just said, iFruit prefers to handle the warranties themselves. It's their product and their warranty so they can do what they want.
SC: That's so stupid. Usually I can just call you people and you can send out another phone in a few days.
Me: Well, yes, we can do that on MOST models of phones. iFruit devices are different though. Only iFruit themselves can do replacements.
SC: That's so stupid.
Me: On a personal level, I agree. I wish we could handle everything here, but iFruit wants to do things their way.
SC: But I pay <red checkmark> every month, why can't you replace the phone?
Me: You pay <red checkmark> yes, but <red checkmark> is only a service provider not a phone manufacturer. The warranty policies are still determined by the manufacturers.
SC: But I hate iFruit customer service. I don't want to deal with them. Can you please make an exception for me?
Me: Unfortunately, no. We don't do iFruit warranties, our systems aren't even set up to process them. Even if I wanted to do it, I couldn't.
SC: I really don't like this. I pay <red checkmark> so much money every month, I really think you should step up here and replace my phone.
Me: Think of it this way. You buy a car at a dealership. You put gas in the car regularly. You wouldn't go demand the gas station replace your car if it stopped working. Same idea here. <Red checkmark> is like the gas station. iFruit is the dealer/manufacturer. You need to go to them.
SC: If I understand you correctly, you're refusing to help me.
Me: I'm not refusing to, I am physically unable to do so. Our systems will not allow me to do a warranty claim on an iFruit device.
SC: This is outrageous! It is totally unacceptable that I should have to go iFruit for a warranty claim on my iFruit device!
Me:
Me: I apologize sir, but that is your only option.
SC: NOT acceptable.
Me: There's nothing I can do to change it.
SC: Bullshit! After all this money I've spent with <red checkmark> you can damned well do something!
Me: Unfortunately I can't for an ifruit warranty. You have to contact them.
SC: F**K You. I absolutely refuse to deal with ifruit company. You hear me? NOT going to do it. Now if you can't make this happen then I need to speak to your supervisor.
Me: Very well. Please hold a moment while I bring one on the line.

Manager proceeded to go through the same circles I did with him, he decided to cancel service.

What is it with people who are totally unwilling to accept reality. I know it's not what you want, I know you think it sucks, but for the love of God get it through your head that you have NO CHOICE HERE.

[Mini Mammoth]

Know this type of customer is a pain the arse, but there is something satisfying about saying 'I'm sorry, it's not that I don;t want to but I literally have no way to do *service*'.

Love it when I have a fed-up customer and this is the only answer I can give them because I know it's not a situation I could get in trouble with with Head Office as I cannot give a service the company cannot physically do Best get-out card ever!

[drjonah]

Ugh, and I'd be willing to bet that in the owner's manual AND the warranty agreement it says to go to the IFruit store in big, bold letters. And the salesperson probably even told them as well.

[BrenDAnn]

So.... How many providers will he go through like that before he ends up without a provider at all? All of them?

[notalwaysright]

And how dim does a person need to be to not know that iFruit is a NOTORIOUS tight ass? They aren't the kind of company to let a third party so much as breathe on their phones, much less do a warranty claim.

[wolfie]

I'm sure they'd LOVE to have a third party breathe on their phones. After all, moist air would trigger the "did the phone get wet?" sensors and void the warranty.

[Sapphire Silk]

I've never had problems with iFruit's customer service. They've been awesome. I've never had issues with a warranty replacement on the one occassion I needed one.

[MoonCat]

I'm guessing he already called them, didn't like something they said or did, and now he doesn't want to call them back.

[Marmalady]

I'm guessing he already called them, didn't like something they said or did, and now he doesn't want to call them back.

"They asked me a load of questions!! I had to THINK!!!!"

[Racket_Man]

What is it with people who are totally unwilling to accept reality. I know it's not what you want, I know you think it sucks, but for the love of God get it through your head that you have NO CHOICE HERE.

I think Adam Savage (who yes did lift the quote from the movie Dungeon Master AND Tom Baker's Dr.) said it best when he said : "I REJECT YOUR REALITY AND SUBSTITUTE MY OWN"

TV Tropes defines:
http://tvtropes.org/pmwiki/pmwiki.ph...ectYourReality

[Argabarga]

So.... How many providers will he go through like that before he ends up without a provider at all? All of them?

SC Doublethink is so strong, they'll come crawling back to their first one after they've gone through them all, able to totally forget they were at fault the first time, and rationalizing it as being charitable and giving them a "second chance" to "do it right".

ANd the cycle of life starts anew.....

[Mr Hero]

Really the conversation should have ended at:

SC: Sucks that I have to go through iFruit. Would you happen to know the nearest iFruit store in my area?

Though I'm not sure if you have resources available to answer that, it would at least show willingness to go through the right channels.

[raudf]

If you don't like iFruit's customer service, why buy one?! That's the question I want to ask people when I hear them complaining about it. I actually did once and their response was, "Because it's an iFruit!" That's their logic for you. It's all about the brand.

[earl colby pottinger]

I will go further

I'm guessing he already called them, didn't like something they said or did, and now he doesn't want to call them back.

I bet it is not what they said, but rather what he did.

While everything he claims over the phone says this is a warranty repair, how much would you bet against him doing something that takes the phone out of warranty and he found out that iFruit will not repair it at no cost.

So now he calls you and tries to browbeat you into saying you will fix it under warranty, shame that the person on the phone refuses to go beyond policy.


I say this as a computer tech who on more than one occasion had a computer or keyboard or mouse delivered in parts when all they needed was a software fix.

[icmedia]

How much do you want to bet that when he goes and starts service with another carrier, he gets another iFruit device?