Tweet
So I take escalated calls in my new position, and I had another doozy today. It was the worst possible kind of SC, the one that kind of has a reason to be sucky but they get greedy about it.
Case in point: I was talking to a guy today who's cable was accidentally cut off along with his neighbor's when the neighbor moved out and shut their service off. We went out and fixed the problem, total down time for the guy was something like 2-3 days. Now obviously we goofed, but we fixed it and made sure he wasn't billed for the time he didn't have service as well as a few extra credits for making a mess of things.
Well of course that wasn't good enough.
What happened is his service was off long enough to generate a bill showing a credit for the remainder of his billing cycle, which would have been correct had he called in and intended to shut off service. He knew the bill wasn't correct, so he waited for the next bill which he got a few days ago (hence the call). When the service was restored, it began billing him so his new bill was the current month + the previous month from the time service was reconnected. He hits the ceiling over that, his main beef being how dare we expect him to pay for service he was using because we made a mistake. I try to explain to the guy, our billing system only generates 1 statement a month, so after we fixed our mistake the next bill was going to be bigger since he basically didn't get a bill the previous month because of the mess. He kept mentioning how he knew he didn't get a correct bill last month but was still mad his current one was bigger.
Finally he comes out and tells me what he wants me to do (finally): he wants me to credit the ENTIRE MONTH all because we had the audacity to expect him to pay for services rendered after straightened out the mess. I was like uhhh, no. You were given credit, the problem was fixed, I'm sorry you had this happen but you're not going to get a whole effin' month of credit just because you're throwing a tantrum over the bill you just got. Of course that was met with much whining and fit-throwing until he pulled the trump card all cable SCs think will cause me to drop to my knees and offer oral to prevent: the dreaded WELL I'LL JUST CALL VERIZON AND CANCEL MY SERVICE (
) SINCE YOU DON'T SEEM TO WANT TO KEEP ME AS A CUSTOMER~!!@!eleventy!"
Ah yes, if I had a dime for every time an SC told me I don't care about keeping them as a customer because I won't hand over assloads of credit I could stack them up and complete the Bridge to Nowhere.
So I just flat out tell the guy that he got all the credit he's going to get and he has the right to switch providers if that's the choice he wants to make. I swear I could practically hear the sound of air being let out of a balloon as it sunk in that he wasn't speaking to a spineless cave-in-to-pacify-a-SC supervisor.
Of course just to make sure I had no lingering doubts of the maturity level of the person I was dealing with, he made sure to sputter out "YOU'RE A FUCKING ASSHOLE, YOU KNOW THAT?" before slamming the phone down.
Why yes, yes I did know that. I've been one for a while. The pay's good and there's no heavy lifting.
Case in point: I was talking to a guy today who's cable was accidentally cut off along with his neighbor's when the neighbor moved out and shut their service off. We went out and fixed the problem, total down time for the guy was something like 2-3 days. Now obviously we goofed, but we fixed it and made sure he wasn't billed for the time he didn't have service as well as a few extra credits for making a mess of things.
Well of course that wasn't good enough.
What happened is his service was off long enough to generate a bill showing a credit for the remainder of his billing cycle, which would have been correct had he called in and intended to shut off service. He knew the bill wasn't correct, so he waited for the next bill which he got a few days ago (hence the call). When the service was restored, it began billing him so his new bill was the current month + the previous month from the time service was reconnected. He hits the ceiling over that, his main beef being how dare we expect him to pay for service he was using because we made a mistake. I try to explain to the guy, our billing system only generates 1 statement a month, so after we fixed our mistake the next bill was going to be bigger since he basically didn't get a bill the previous month because of the mess. He kept mentioning how he knew he didn't get a correct bill last month but was still mad his current one was bigger.
Finally he comes out and tells me what he wants me to do (finally): he wants me to credit the ENTIRE MONTH all because we had the audacity to expect him to pay for services rendered after straightened out the mess. I was like uhhh, no. You were given credit, the problem was fixed, I'm sorry you had this happen but you're not going to get a whole effin' month of credit just because you're throwing a tantrum over the bill you just got. Of course that was met with much whining and fit-throwing until he pulled the trump card all cable SCs think will cause me to drop to my knees and offer oral to prevent: the dreaded WELL I'LL JUST CALL VERIZON AND CANCEL MY SERVICE (
) SINCE YOU DON'T SEEM TO WANT TO KEEP ME AS A CUSTOMER~!!@!eleventy!" Ah yes, if I had a dime for every time an SC told me I don't care about keeping them as a customer because I won't hand over assloads of credit I could stack them up and complete the Bridge to Nowhere.
So I just flat out tell the guy that he got all the credit he's going to get and he has the right to switch providers if that's the choice he wants to make. I swear I could practically hear the sound of air being let out of a balloon as it sunk in that he wasn't speaking to a spineless cave-in-to-pacify-a-SC supervisor.
Of course just to make sure I had no lingering doubts of the maturity level of the person I was dealing with, he made sure to sputter out "YOU'RE A FUCKING ASSHOLE, YOU KNOW THAT?" before slamming the phone down.
Why yes, yes I did know that. I've been one for a while. The pay's good and there's no heavy lifting.
, but last week, (after hurricane Ike which passed more than 3 weeks ago), for 3 days my cell phone didn't work. No network connection. This is a pay-as-you-go phone, so every 3 months I pay $25 for min., since I hardly used the phone (though during Ike I ran out of $80 worth of min. and had to pre pay another $25). So I got ahold of Cingular/At&T (they keep on changing their name, I can't keep track of it) and tell them I want my expiration date extended 3 days since I didn't have any network connection the past 3 days. Nope, they can't extend the expiration 3 days. Grr.
Comment