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Okay, this one really did think he was being clever. Not clever enough, my friend!!
He’d had a laptop sent away to the repair centre and wanted it delivered back home, not to store. That’s Pretty common. It’s a pain in the arse to sort because the parcel courier never seem to get it right and always deliver the laptop back to store.
We’d been chasing this repair for 3 weeks since the repair centre kept not repairing it. Eventually I see on the system “Repaired. Dispatched via Panther to customers house” Great
The customer then comes into store chasing his laptop. I told him that it’s on it’s way to him and should be there that day or the next day. He grumbles and leaves. I made a note on the system that even though he had a repair docket and a letter from head office saying to exchange his computer (he’d been complaining to them about something. Not sure what though) we DO NOT give him the new computer until he comes in with the old one.
A little later I see one of our sales guys asking about how to do a return, as he had only just had returns put on his number, but thought nothing of it until about 10 minutes after the customer left he said to me “That customer I was with earlier was a tosser”
“Who was that?” I asked him
“I dunno. Smithers, or something” He replies
“Smithin?”
“Yeah, why?”
I roll my eyes and look at Ade, who’s had exactly the same thought as me “We’d better check to see if it’s the same one.” I look on branch reporting and sure enough, Mr. Smithin has got Sales guy to exchange the computer for him as he came back in armed with the letter from head office. “Has he brought back a Compaq Presario laptop?” Knowing what answer I will get
“No, why?”
“Fucknuts” The I explain the situation to sales guy, who beats a hasty retreat, thinking that I’m going to go off on one at him.
So we started sending letters to the guy with words to the effect of “Give us back a laptop, damn it” We sent them first class, then when that was ignored, Recorded “Signed for” but still got no response.
I called him up today and got told that he had never received the laptop NOR the letters. I found that a bit odd since I was looking at the Royal mails Track & Trace service. I had his signature on the screen in front of me, but I told him “Okay. I’ll do some digging” and I hung up
My next call was to panther deliveries, because this would not be the first time they have lost a laptop. Nope, they have a signature for it. Mr Salis, apparently. They then emailed me a copy of the signature. I call the Store support line who advised me that I should call Panther back again and see if they can find out where it was signed for. I was sceptical about that one.
I call Panther back and sure enough, they actually can. Little did I know but those little electronic PDT things you sign on when you accept a parcel, have a cellular device built into them and a GPS. When the driver presses “Okay” the device connects to the network then transmits the GPS co-ordinates for where the signature was. They gave me the co-ordinates which I fed into google maps and what a shock, the dot was put right slap bang in the middle of Mr. Smithins front lawn. I thank Panther and put the phone down.
I called Mr. Smithins back and told him what had gone on. I didn’t directly tell him that we know he has both laptops but, that was what was inferred. He said no one in his house goes by that name. He’ll call me back though
An hour later, no call. I call him and, not surprisingly his phone was switched off. I was less diplomatic this time “Mr. Smithin. Its Flea from The computer superstore again. I have done my investigation and I have evidence that proves beyond all reasonable doubt that you have both laptops. If you do not return one of them I WILL pass this on to Group loss prevention and Group legal services so they can have their fun. Please call me back on [Phone number]”
About half an hour later I got a call back from hi and it went something like this
S – Smithin
M – Me
S: How DARE you accuse me or my family of stealing
M: I didn’t say anyone had stolen anything. I said we can prove you have both computers
S: Well there is no need to threaten me with legal action. I do not have those laptops, no one here has signed for them!!
M: Okay, you obviously don’t realise this but when you sign on that little electronic device to say you’ve received something, whether or not you use a different name, the device records its location
S: Well it’s got to be wrong!
M: So you’re telling me that GPS, The Global Positioning Satellites, are wrong? You have no way of knowing this but at the time the device recorded it’s location it was in sight of 8 GPS satellites and was also triangulated by 4 Mobile phone masts on the network it uses. The fix we have on the location is accurate down to 10 feet and it puts the signature location as right smack dab in the middle of your lawn
S: …
M: …?
S: …I’ll call you back in half an hour *Click*
He obviously knew he was caught bag-to-rights on this one. He DID call back. He told me he had a son who thought it was a funny idea to sign with a different surname. He will return the new laptop sometime this week.
I told him that yes, he WILL return it before Friday or I will be talking to Group Loss prevention and Group legal services. Since the laptop he had bought had been turned on and used, therefore was no longer pristine, he will also forgo 20% of the retail price paid or the current price on the shelves, whichever is more expensive. He was not happy about it until I repeated my statement of Loss prevention and legal services.
It remains to be seen if I have to make some calls in a week
-Flea Out
He’d had a laptop sent away to the repair centre and wanted it delivered back home, not to store. That’s Pretty common. It’s a pain in the arse to sort because the parcel courier never seem to get it right and always deliver the laptop back to store.
We’d been chasing this repair for 3 weeks since the repair centre kept not repairing it. Eventually I see on the system “Repaired. Dispatched via Panther to customers house” Great
The customer then comes into store chasing his laptop. I told him that it’s on it’s way to him and should be there that day or the next day. He grumbles and leaves. I made a note on the system that even though he had a repair docket and a letter from head office saying to exchange his computer (he’d been complaining to them about something. Not sure what though) we DO NOT give him the new computer until he comes in with the old one.
A little later I see one of our sales guys asking about how to do a return, as he had only just had returns put on his number, but thought nothing of it until about 10 minutes after the customer left he said to me “That customer I was with earlier was a tosser”
“Who was that?” I asked him
“I dunno. Smithers, or something” He replies
“Smithin?”
“Yeah, why?”
I roll my eyes and look at Ade, who’s had exactly the same thought as me “We’d better check to see if it’s the same one.” I look on branch reporting and sure enough, Mr. Smithin has got Sales guy to exchange the computer for him as he came back in armed with the letter from head office. “Has he brought back a Compaq Presario laptop?” Knowing what answer I will get
“No, why?”
“Fucknuts” The I explain the situation to sales guy, who beats a hasty retreat, thinking that I’m going to go off on one at him.
So we started sending letters to the guy with words to the effect of “Give us back a laptop, damn it” We sent them first class, then when that was ignored, Recorded “Signed for” but still got no response.
I called him up today and got told that he had never received the laptop NOR the letters. I found that a bit odd since I was looking at the Royal mails Track & Trace service. I had his signature on the screen in front of me, but I told him “Okay. I’ll do some digging” and I hung up
My next call was to panther deliveries, because this would not be the first time they have lost a laptop. Nope, they have a signature for it. Mr Salis, apparently. They then emailed me a copy of the signature. I call the Store support line who advised me that I should call Panther back again and see if they can find out where it was signed for. I was sceptical about that one.
I call Panther back and sure enough, they actually can. Little did I know but those little electronic PDT things you sign on when you accept a parcel, have a cellular device built into them and a GPS. When the driver presses “Okay” the device connects to the network then transmits the GPS co-ordinates for where the signature was. They gave me the co-ordinates which I fed into google maps and what a shock, the dot was put right slap bang in the middle of Mr. Smithins front lawn. I thank Panther and put the phone down.
I called Mr. Smithins back and told him what had gone on. I didn’t directly tell him that we know he has both laptops but, that was what was inferred. He said no one in his house goes by that name. He’ll call me back though
An hour later, no call. I call him and, not surprisingly his phone was switched off. I was less diplomatic this time “Mr. Smithin. Its Flea from The computer superstore again. I have done my investigation and I have evidence that proves beyond all reasonable doubt that you have both laptops. If you do not return one of them I WILL pass this on to Group loss prevention and Group legal services so they can have their fun. Please call me back on [Phone number]”
About half an hour later I got a call back from hi and it went something like this
S – Smithin
M – Me
S: How DARE you accuse me or my family of stealing
M: I didn’t say anyone had stolen anything. I said we can prove you have both computers
S: Well there is no need to threaten me with legal action. I do not have those laptops, no one here has signed for them!!
M: Okay, you obviously don’t realise this but when you sign on that little electronic device to say you’ve received something, whether or not you use a different name, the device records its location
S: Well it’s got to be wrong!
M: So you’re telling me that GPS, The Global Positioning Satellites, are wrong? You have no way of knowing this but at the time the device recorded it’s location it was in sight of 8 GPS satellites and was also triangulated by 4 Mobile phone masts on the network it uses. The fix we have on the location is accurate down to 10 feet and it puts the signature location as right smack dab in the middle of your lawn
S: …
M: …?
S: …I’ll call you back in half an hour *Click*
He obviously knew he was caught bag-to-rights on this one. He DID call back. He told me he had a son who thought it was a funny idea to sign with a different surname. He will return the new laptop sometime this week.
I told him that yes, he WILL return it before Friday or I will be talking to Group Loss prevention and Group legal services. Since the laptop he had bought had been turned on and used, therefore was no longer pristine, he will also forgo 20% of the retail price paid or the current price on the shelves, whichever is more expensive. He was not happy about it until I repeated my statement of Loss prevention and legal services.
It remains to be seen if I have to make some calls in a week
-Flea Out
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