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OK these weren’t mine but were told to me by the people who work in that dept, who were also cool enough to let me glance at the case notes in question.
For those that don’t know or who missed my last thread on it, the public defense dept is the dept customers speak to when they feel they have been “wronged” by the store or the onsite techs. Sometimes they have legit gripes, like when the agent is sent out there to do a service but finds a lesser service will do the job just fine, but thinks he’s slick and doesn’t adjust the price.
However many times this dept just gets plain ol’ SCs and EWs who just want compensation. Sometimes they give it to them and other times they refuse.
Here are three of the more ridiculous ones:
1. Lady, you’re a slob. Deal with it.
Onsite agent goes out to do a service (don’t know what). In his case notes agent documents that client’s home is FILTHY and by the end of the service call he was feeling sick and would refuse to go out there. After all, there’s no point in putting an agent’s health at risk.
So, we send a second agent out there who does the same thing: document that the place was a hazard and would NOT go back there.
So, the field manager puts a block on the woman’s account and has no problem telling her “clean the place up or we’re not coming back to your house.” Client hires a maid / cleaning service to clean the place up, but that’s where the suckiness begins….
She calls us furious, “You made me hire a maid to clean up this place all so you people can perform some computer work!” She then says “I never have felt so belittled in my life!” She then wants compensation by – you guessed it – having us foot the bill for the cleaning done.
We tell her no, saying it’s the customer’s responsibility to provide a clean and safe environment for our agents. She then retorts with “that was never explained to me” and then what has to be the nominee for SC statement of the year “Your agents need to toughen up and realize that they are going to be working in less than ideal settings, not everyone has time to keep their houses spotless!” At this point we tell her we are done with her and no compensation will be awarded.
2. No, we’re not going to run the risk of being sued just because you’re too cheap to buy the software.
You probably know where this is going….
Guy calls in because he wants his entire bill refunded because the agent was rude and refused to install software that the client was willing to pay him to do.
So the public defense agent calls the agent up for his side of the story. Turns out, the SC wanted him to install all kinds of pirated software, Office, Photoshop you name it. The agent explains he would rather get yelled out by a customer than risk being fired for license violations or having the company sued.
So we call the client back, and explain the situation. The client tells us that it doesn’t matter how he obtained the software (he says his son got it from bittorrent and burned it to a CD before he left for college), if he is willing to pay for it we should do what he wants. We then explain the client that installing pirated software could get us sued by the vendors if they ever find out. The client then says “how would they know?” and we let him know of the various ways they can find out (not to mention, what if the customer was really an undercover rep baiting us?).
We then let him know that he is NOT getting a refund and to try and buy a legal copy of the software so we can install it for him. He then curses, says he’s going to contact the BBB and hangs up.
3. Our agents may be computer techs, but they’re not asexual.
Woman calls in screaming and wanting to lodge a complaint on the agent that came to her home.
Apparently, the woman’s daughter (I believe she said she was late teens / early twenties) was there and while waiting for a scan to finish the daughter started talking to the agent. She said she found him to be cute and asked him if he was seeing anyone. When he said no, she gave him her number and he took it. This of course was when we called him and asked him what was going on.
Well when the woman found out she was livid and called us to complain. She said, “I’m paying you for a service not for your agent to hit on my daughter!” (Um…. She was the one that hit on him). She then says “This is sexual harassment, I want him fired!” and “Your agent should have said I don’t date clients and refused my daughter’s phone number!”
We let the client know it’s up to the store of what they want to do with the agent. We call the agent to tell her what she said and he goes, “I may be a tech and I may drive a little round car but I’m not asexual, if a female customer gives me her phone number without me asking I’m going to take it.”
We all think “set up.” But then we get a call from the DAUGHTER begging us not to fire the agent, saying that “he’s a really great guy and my mom’s just one of the old-fashioned people who thinks that once a person becomes your customer he/she is off limits.”
So, about the mom? She calls back and tells us to just forget about the whole thing as far as wanting the agent fired, but still thinks it was inappropriate for him to accept her daughter’s phone number and wants some form of compensation. We tell her no, she says “I guess you have no problem with your agents thinking customer’s homes are singles bars” and hangs up, never heard from again.
For those that don’t know or who missed my last thread on it, the public defense dept is the dept customers speak to when they feel they have been “wronged” by the store or the onsite techs. Sometimes they have legit gripes, like when the agent is sent out there to do a service but finds a lesser service will do the job just fine, but thinks he’s slick and doesn’t adjust the price.
However many times this dept just gets plain ol’ SCs and EWs who just want compensation. Sometimes they give it to them and other times they refuse.
Here are three of the more ridiculous ones:
1. Lady, you’re a slob. Deal with it.
Onsite agent goes out to do a service (don’t know what). In his case notes agent documents that client’s home is FILTHY and by the end of the service call he was feeling sick and would refuse to go out there. After all, there’s no point in putting an agent’s health at risk.
So, we send a second agent out there who does the same thing: document that the place was a hazard and would NOT go back there.
So, the field manager puts a block on the woman’s account and has no problem telling her “clean the place up or we’re not coming back to your house.” Client hires a maid / cleaning service to clean the place up, but that’s where the suckiness begins….
She calls us furious, “You made me hire a maid to clean up this place all so you people can perform some computer work!” She then says “I never have felt so belittled in my life!” She then wants compensation by – you guessed it – having us foot the bill for the cleaning done.
We tell her no, saying it’s the customer’s responsibility to provide a clean and safe environment for our agents. She then retorts with “that was never explained to me” and then what has to be the nominee for SC statement of the year “Your agents need to toughen up and realize that they are going to be working in less than ideal settings, not everyone has time to keep their houses spotless!” At this point we tell her we are done with her and no compensation will be awarded.
2. No, we’re not going to run the risk of being sued just because you’re too cheap to buy the software.
You probably know where this is going….
Guy calls in because he wants his entire bill refunded because the agent was rude and refused to install software that the client was willing to pay him to do.
So the public defense agent calls the agent up for his side of the story. Turns out, the SC wanted him to install all kinds of pirated software, Office, Photoshop you name it. The agent explains he would rather get yelled out by a customer than risk being fired for license violations or having the company sued.
So we call the client back, and explain the situation. The client tells us that it doesn’t matter how he obtained the software (he says his son got it from bittorrent and burned it to a CD before he left for college), if he is willing to pay for it we should do what he wants. We then explain the client that installing pirated software could get us sued by the vendors if they ever find out. The client then says “how would they know?” and we let him know of the various ways they can find out (not to mention, what if the customer was really an undercover rep baiting us?).
We then let him know that he is NOT getting a refund and to try and buy a legal copy of the software so we can install it for him. He then curses, says he’s going to contact the BBB and hangs up.
3. Our agents may be computer techs, but they’re not asexual.
Woman calls in screaming and wanting to lodge a complaint on the agent that came to her home.
Apparently, the woman’s daughter (I believe she said she was late teens / early twenties) was there and while waiting for a scan to finish the daughter started talking to the agent. She said she found him to be cute and asked him if he was seeing anyone. When he said no, she gave him her number and he took it. This of course was when we called him and asked him what was going on.
Well when the woman found out she was livid and called us to complain. She said, “I’m paying you for a service not for your agent to hit on my daughter!” (Um…. She was the one that hit on him). She then says “This is sexual harassment, I want him fired!” and “Your agent should have said I don’t date clients and refused my daughter’s phone number!”
We let the client know it’s up to the store of what they want to do with the agent. We call the agent to tell her what she said and he goes, “I may be a tech and I may drive a little round car but I’m not asexual, if a female customer gives me her phone number without me asking I’m going to take it.”
We all think “set up.” But then we get a call from the DAUGHTER begging us not to fire the agent, saying that “he’s a really great guy and my mom’s just one of the old-fashioned people who thinks that once a person becomes your customer he/she is off limits.”
So, about the mom? She calls back and tells us to just forget about the whole thing as far as wanting the agent fired, but still thinks it was inappropriate for him to accept her daughter’s phone number and wants some form of compensation. We tell her no, she says “I guess you have no problem with your agents thinking customer’s homes are singles bars” and hangs up, never heard from again.
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