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"My phone isn't working and it's your fault"

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  • #1

    "My phone isn't working and it's your fault"

    Old Lady:"My phone isn't working and I want you to send me a new one!"

    Me: "Okay ma'am, let me pull up your account first and see what's going on."

    OL: "My phone isn't working, that's what's going on, and I'm not spending any more time with your incompetence to try and make it work, send me a new phone!"

    Me: "Okay, I need to pull up your account first."

    OL: (gives me account info) "Send me a new phone or cancel my service"

    Me: (Her account is riddled with "taught her how to turn on the phone" "taught her how to turn on speaker phone" "taught her how to dial a call out" ect) "Okay ma'am, how is your phone not working?" (the last agent spoke to her about ten minutes ago and taught her how to dial out on her phone).

    OL: "I told you! It's not working, and I want a new phone."

    Me: "Okay, but how is it not working?"

    OL: "I'm not going to spend another 20min with your incompetence to try and make this phone work. Either send me a new phone or cancel my service."

    (At this point, I'm ready to just hit the cancel button and hang up on the crazy lady. Her phone, by the way, is over two years old, and we won't send her a new one, no matter how angry she gets)

    Me: "Well, a new phone is going to cost at least $35. Or..."

    OL: "Cancel my service, I'm tired of dealing with you people, and I'm calling the BBB"

    Me: "Ma'am, I can cancel your service for you, there will be a final bill after this...."

    OL: "I have a bill here and I'm not paying it. Cancel my service and I'm not paying you people any more money!"

    Me: "Well, ma'am, I'd like to try to help you get your phone working so you don't have to cancel, and you can use this phone you've already paid for. What is it that is causing this phone to not work?"

    OL: "I can't hear anything."

    Me: "Okay, when your screen is lit up can you see 'My Network' on your screen?"

    OL: "No, I see the time and date, and it says 'Silent' across the screen."

    (At this point I want to bang my head against the desk)

    Me: "Okay, here's what I want you to do..."

    OL: "NO! I'm not spending any more time with your incompetence (at which point I want to say, "You keep saying that word. I do not thing it means what you think it means.")"

    Me: "Okay ma'am, I'll cancel your account, but there will be a final bill."

    OL: "I have a bill here and I'm not paying it, and I won't be paying you people anymore money. Goodbye."
    *Click*

    Alright, well you contact the BBB and let them know that because of our incompetence you couldn't figure out how to work a phone you've had for two years. I'm sure they need the entertainment.
    "God appreciates your editing" -Kes
    Tags: None
  • #2
    Oh good lord.

    What a great welcome back to Customer Service. Don't you just LOVE dealing with broken records?

    Good to see you back, hon. Try not to put too big a dent in your desk.

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    • #3
      Aw, isn't that cute, she actually BELIEVES that you can not pay bills you don't like!
      - They say nothing good happens at 2AM, they're right, I happen at 2AM.

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      • #4
        If this woman can't grasp the basic operation of a cell phone, then her head is going to EXPLODE when her account goes into collections.

        "Bills?? What bills??? I TOLD them I wasn't paying it because they refused to help me!!!! Put me on your Do Not Call list right now!!"
        "We guard the souls in heaven; we don't horse-trade them!" Samandrial in Supernatural

        RIP Plaidman.

        Comment

        • #5
          Quoth Argabarga View Post
          Aw, isn't that cute, she actually BELIEVES that you can not pay bills you don't like!
          I wish I had her faith - I just got my latest electricity bill.
          Engaged to the sweet Mytical He is my Black Dragon (and yes, a good one) strong, protective, the guardian. I am his Silver Dragon, always by his side, shining for him, cherishing him.

          Comment

          • #6
            wow, i'm sure she would have difficulty operating a pair of cans attached with a string. cell phones (at least basic operations) aren't that complicated. i'm wondering if she graduated high school?

            as for the bill, i want her to pay a visit to judge judy's court with her special brand of 'logic.' lol
            look! it's ghengis khan!
            Sorry, but while I can do many things, extracting heads from anuses isn't one of them. (so sayeth the irv)

            Comment

            • #7
              Quoth Marmalady View Post
              I wish I had her faith - I just got my latest electricity bill.
              Me too...and it ain't pretty. Seriously, I'd love to hear what she'll tell BBB about her not being able to know how to use a freakin' cell phone and thinking it's the provider's fault that it won't work. Four letters and four words: RTFM (Read The Fucking Manual)!
              Last edited by tropicsgoddess; 08-06-2010, 07:02 PM.
              I don't get paid enough to kiss your a**! -Groezig 5/31/08
              Another day...another million braincells lost...-Sarlon 6/16/08
              Chivalry is not dead. It's just direly underappreciated. -Samaliel 9/15/09

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              • #8
                She will ruin her credit and be phoneless to spite you. That will show you.
                I will never go to school!

                Comment

                • #9
                  Yeah, the best part about the bill, is that we really *ARE* cheap. Her current bill was less than $16, and the partial bill she will be recieving will be only a couple of dollars. I mean seriously!

                  Kat, when I get a chance (prolly on Monday) I'll post the best one I've had since I came back. I've only been back for two weeks and already going strong.
                  "God appreciates your editing" -Kes

                  Comment

                  • #10
                    Ya know I LOATHE when people threaten to call the BBB, they are NOT any type of enforcement agency they only report things, so people can see how you treat customers and they do ask a lot of questions of what happened (sometimes they do call the company and do a test but still...)
                    Crono: sounds like the machine update became a clusterf*ck..
                    pedersen: No. A clusterf*ck involves at least one pleasurable thing (the orgasm at the end).

                    Comment

                    • #11
                      Sounds to me like she may have a bit of senile dementia going on.

                      Older people in general have a hard time dealing with the rapid changes in modern technology, unless they were technophiles to begin with. Some genuinely fear it. It took years before my mother mastered basic email.

                      If this lady has dementia, she probably genuinely does not remember the instructions she was previously given.

                      My mother is showing signs of this. She complained for weeks about a "dah dah dah dah dah" whenever she tried to use the office phone. I went up for a visit recently; my brother asked me to switch out the DSL filter, because he knew the old one was broken. I did so, but when I tested the phone, I realized it was the voicemail, not a problem with the phone itself.

                      I explained to Mom how to check and clear the voicemail. The day after I got home, she was complaining that the "dah dah dah dah dah" was back.
                      They say that God only gives us what we can handle. Apparently, God thinks I'm a bad ass.

                      Comment

                      • #12
                        Quoth wraiths_crono View Post
                        Ya know I LOATHE when people threaten to call the BBB, they are NOT any type of enforcement agency they only report things, so people can see how you treat customers and they do ask a lot of questions of what happened (sometimes they do call the company and do a test but still...)
                        I had some business cards made when I managed a Hut of Pizza.

                        The front was a standard, "Here's my name, here's my place of business, here's how to contact me, etc." On the back I had the following phone numbers listed.

                        The local newspaper and local television station, for those who were always threatening to "go to the papers!" or "call the TV news people!" because we wouldn't let them use Jiffy Lube coupons ("Well, don't you take competitor's coupons?" Really.) to pay for their pizzas, or what have you.

                        The Better Business Bureau, for those who were incensed that we wouldn't let them use a third-party check drawn against the First National Bank of South Wackawackawackastan, or what have you.

                        The Minnesota Attorney General, for those who wanted to "report you guys" because we had discontinued a promotion, or what have you.

                        And I always made it crystal clear, in a kindly way, of course, that my major, overriding concern in the face of their anger and threats was that they made sure that my name was spelled correctly in their complaint.

                        Once in a blue moon that would snap somebody back to reality ("Oh dear, I'm being an ass, aren't I? Sorry!") but usually it would just make them EVEN MADDER!

                        Wacky fun.
                        Last edited by TonyDonuts; 08-07-2010, 02:46 AM. Reason: spelling
                        I have a map of the world. It's actual size.

                        -- Steven Wright

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                        • #13
                          She seems more of an impatient ignorant old person than a person with dementia to me.

                          It's already been said, but a lot of older people have a really hard time with newer gadgets and technology, and they don't like being told especially by people younger than them, that they are wrong or don't know what they are doing.

                          Oh well, she can be that way. She can go to collections for that small amount. She can learn if she hasn't already sometime in life that being stubborn when you're wrong doesn't pay.
                          You really need to see a neurologist. - Wagegoth

                          Comment

                          • #14
                            Quoth Falconess View Post

                            OL: "Cancel my service, I'm tired of dealing with you people, and I'm calling the BBB"

                            *shudder* My #1 pet peeve.

                            The nanosecond that it's uttered, I go on auto-pilot. 'Bare minimum' service all around!
                            "So, if you wanna put places like that outta business, just stop being so rock-chewingly stupid." ~ Raudf, 9/19/13

                            Comment

                            • #15
                              Quoth chainedbarista View Post
                              wow, i'm sure she would have difficulty operating a pair of cans attached with a string. cell phones (at least basic operations) aren't that complicated. i'm wondering if she graduated high school?

                              as for the bill, i want her to pay a visit to judge judy's court with her special brand of 'logic.' lol
                              . . .and to have Judge Judy respond to her special brand of 'logic' with the judge's special brand of criticism.

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