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.
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.
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