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This is one I figured I'd share. I had the pleasure(read: I want to fire this customer) of typing up this e-mail after a series of incidents with this particular gem of a customer. Identifying information has been changed or removed. A few * have been added to clarify some points.
To: CSSupervisors, Technical Support*, Call Center Manager
I am writing this e-mail to inform everyone of a problem customer. I am not sure of which name is correct, customer has given us Name1, Name 2, Name 3, Name 4 and Name5 as his name. This is compiled from various trouble tickets and porting requests the customer has made. The customer always gives the same address which is
5555 I'mASuckyCustomer Ct Apt 1.
This customer has had several phones shipped to him, ticket history is listed below:
Ticket 3884 – 1 phone shipped to customer - Name1
Ticket 2628 – 1 phone shipped to customer - Name2
Ticket 2569 – 2 phones shipped to customer - Name1
Ticket 3576 – no phones shipped - Name3
Ticket 3626 – 1 phone shipped to customer - Name4
I do not know if we have ever received any of his old phones back.**
Customer on a few occasions has tried to receive free credit in the form of initial activation minutes. Customer has also demanded on occasion that we add the unlimited plan*** to one of his accounts that he has ported in even though it was new activation. On many occasions the customer has been rude and abusive toward customer service reps and on at least two occasions with me has made threats of bodily harm and said he would kill me, I do not believe he will actually attempt to carry out such threats, but to say the least his behavior has been highly inappropriate in this regard. In looking over notes on his other accounts several other agents have had similar experiences with him. He has also stated several times there are no dealers in his area and has demanded we process MDN and ESN changes for him. While this in and of itself is not a huge issue I suspect based on the way he treats us that the dealers in his area are potentially refusing to serve him. Below are the numbers which I know he has presently active with us.
5555553162 – Changed from 5555557081
5555552624
5555555483 – ported in using Name5 08/27/2008
5555559067 – ported in using Name3 08/23/2008
I personally no longer wish to serve this customer as he has been difficult to deal with. I will however continue to do so unless management issues a decision. I also personally believe based on his ticket history that this customer has scammed us several times.
~Chanlin
Technical Support
* - Technical support handles warranty claims and number portability
** - someone in our shipping department must be blind to have missed this trend I'm a little upset by this personally. - Yes I work Technical support and we handle warranty claims, IE I have every reason to have seen this as well so I am also a bit upset at myself for not having noticed this, although our shipping department has developed a trend as of late to not wait on us to speak with the customer and will just ship phones if the warranty is still valid. The only problem here is sometimes the warranties haven't been valid. I know management has said something to them at least on one occasion.
*** - we have a standard plan, a free nights and weekends plan, and an unlimited minutes plan. The Unlimited plans require an additional activation fee, otherwise the customer gets placed on our standard plan. Basically this customer has called and said we forgot to put his ported number on the unlimited plan, but he never paid the activation fee. When we mention the activation fee he start swearing, name calling and threats of harm.
What really boils my blood is that the Call Center Manager won't let us suspend his accounts based on the evidence so far, however there is a standing note on all of his account to transfer him directly to the call center manager if he calls back.
To: CSSupervisors, Technical Support*, Call Center Manager
I am writing this e-mail to inform everyone of a problem customer. I am not sure of which name is correct, customer has given us Name1, Name 2, Name 3, Name 4 and Name5 as his name. This is compiled from various trouble tickets and porting requests the customer has made. The customer always gives the same address which is
5555 I'mASuckyCustomer Ct Apt 1.
This customer has had several phones shipped to him, ticket history is listed below:
Ticket 3884 – 1 phone shipped to customer - Name1
Ticket 2628 – 1 phone shipped to customer - Name2
Ticket 2569 – 2 phones shipped to customer - Name1
Ticket 3576 – no phones shipped - Name3
Ticket 3626 – 1 phone shipped to customer - Name4
I do not know if we have ever received any of his old phones back.**
Customer on a few occasions has tried to receive free credit in the form of initial activation minutes. Customer has also demanded on occasion that we add the unlimited plan*** to one of his accounts that he has ported in even though it was new activation. On many occasions the customer has been rude and abusive toward customer service reps and on at least two occasions with me has made threats of bodily harm and said he would kill me, I do not believe he will actually attempt to carry out such threats, but to say the least his behavior has been highly inappropriate in this regard. In looking over notes on his other accounts several other agents have had similar experiences with him. He has also stated several times there are no dealers in his area and has demanded we process MDN and ESN changes for him. While this in and of itself is not a huge issue I suspect based on the way he treats us that the dealers in his area are potentially refusing to serve him. Below are the numbers which I know he has presently active with us.
5555553162 – Changed from 5555557081
5555552624
5555555483 – ported in using Name5 08/27/2008
5555559067 – ported in using Name3 08/23/2008
I personally no longer wish to serve this customer as he has been difficult to deal with. I will however continue to do so unless management issues a decision. I also personally believe based on his ticket history that this customer has scammed us several times.
~Chanlin
Technical Support
* - Technical support handles warranty claims and number portability
** - someone in our shipping department must be blind to have missed this trend I'm a little upset by this personally. - Yes I work Technical support and we handle warranty claims, IE I have every reason to have seen this as well so I am also a bit upset at myself for not having noticed this, although our shipping department has developed a trend as of late to not wait on us to speak with the customer and will just ship phones if the warranty is still valid. The only problem here is sometimes the warranties haven't been valid. I know management has said something to them at least on one occasion.
*** - we have a standard plan, a free nights and weekends plan, and an unlimited minutes plan. The Unlimited plans require an additional activation fee, otherwise the customer gets placed on our standard plan. Basically this customer has called and said we forgot to put his ported number on the unlimited plan, but he never paid the activation fee. When we mention the activation fee he start swearing, name calling and threats of harm.
What really boils my blood is that the Call Center Manager won't let us suspend his accounts based on the evidence so far, however there is a standing note on all of his account to transfer him directly to the call center manager if he calls back.
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