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Yesterday and today. Same situation. Different faces.
First yesterday: The customer service rep sent a Latino couple over to have me send off their camera for a "no lemon" exchange. The guy didn't speak English. "No problem," I think. I do speak conversational Spanish and his girlfriend/wife was there to translate stuff I didn't understand. So I asked for a phone number so I could look it up in the system and confirm that we've attempted to fix the camera three times (a requirement for a "no lemon" exchange).
They couldn't remember their phone number. I asked again in Spanish and they still could not remember. Nothing under the name either. So I asked if they had the paperwork from a prior service order, which would have the information I needed. What paperwork? They explained that they've been to the store three times, so we should automatically give them a new one.
Okay, I'm still pretty positive. It could be a misunderstanding due to the language barrier. I asked if they have a service plan and I could send it off to get it repaired. The girl told me that they didn't buy a service plan with the camera. The camera was out of the exchange period, but I could still send it to get fixed under the manufacturer's warranty. However, it would take 2 - 3 weeks to get it fixed, perhaps longer. If they wanted, they could call the manufacturer themselves and see what could be done, but it would still take time to fix or replace.
That's when the excrement hit the oscillator. They were going on vacation to the country they came from. They couldn't wait that long to get their camera back. Why couldn't I just fix it right then and there with my magic wand? Why did I sell them a bad product? Back and forth for 20 minutes. I was desperately looking for some way to get out of this gracefully, but I definitely was not going to back down or let these coños bully me into authorizing a "no lemon" exchange.
The whole time the guy was talking in Spanish and broken English. Finally, I heard a word I recognized: "basura" or "trashcan". I jokingly said, "Yes, that's an option, too. You can throw in the trash, but it still won't fix your camera, will it?"
The look on the guy's face was priceless. And he finally realized that I spoke Spanish and possibly understood every word he said. And, suddenly, he remembered that he could speak English. After a few more minutes of telling me in perfect English about what I horrible company I worked for, the guy finally realized that I wasn't going to do what he wanted, took his camera, and left.
After talking to my co-worker (who had observed parts of it while helping customers) about it, he explained that the couple had tried to con or bully us in the past. I got a compliment from the customer service senior at how I handled it and the patience I exhibited. And I lost a little more faith in humanity.
Fast forward to tonight. This time, a white couple came in with a DVD/VCR combo that wasn't working. Again, no service plan. Out of exchange period. After arguing with customer service for about 15 minutes, they finally decided to have me send it off to get it repaired. Repeated the same wait time and speech that I did with the Latino couple as I prepared to get things together to ship it off.
The woman was the SC here. She just could not live without her precious DVD player for 2 - 3 weeks. She just wanted an exchange or her money back 45 days after purchasing it (our cut-off is 30). She didn't want to call the manufacturer, who would probably send her a new one with no questions asked. And apparently, the fact that she could get another one for $30 - 50 at the discount store next door did not occur to her. Judging from her Fifth Avenue-style outfit, she could easily afford it. (Luckily, my filter was on, so I didn't mention this or call her out for the entitlement whore she was.)
I finally recognized this was going to be a repeat from the previous evening. Then my sanity decided to do some self-preservation. I had been by myself at the tech counter all night. I hadn't had a break all evening and no offer to watch the counter while I grabbed a quick soda and candy bar. My stomach was growling because I had last eaten almost 7 hours ago. My feet were going numb because I had been on them all night. The help I was promised and obviously needed never arrived. It was ten minutes to close. I still had a metric ton of stuff to do before my shift ended. And this bimbo was changing her mind every 5 minutes as to what she wanted done and trying to finagle some kind of deal with me that I simply could not do. It isn't the store's fault that her player is broken or that she was too cheap to buy a service plan or that she's too impatient to wait for it to get fixed.
All right, I thought. You people don't have the apparent excuse of a language barrier. You are just a couple of supposed adults that are acting like whiny children because we won't let you have your way. And I really don't want to spend the next 20 minutes debating with you like I did with the Latinos last night. [b]Screw this.[/i]
You. Manager-type person. Get over here and talk to these people now. I don't care if you piss them off. I don't care if you commit hara-kiri to please them. Just get them out of my face. I don't get paid enough to deal with this crap. Especially when I have to beg for enough hours to make ends meet with six inches of string holding them together.
First yesterday: The customer service rep sent a Latino couple over to have me send off their camera for a "no lemon" exchange. The guy didn't speak English. "No problem," I think. I do speak conversational Spanish and his girlfriend/wife was there to translate stuff I didn't understand. So I asked for a phone number so I could look it up in the system and confirm that we've attempted to fix the camera three times (a requirement for a "no lemon" exchange).
They couldn't remember their phone number. I asked again in Spanish and they still could not remember. Nothing under the name either. So I asked if they had the paperwork from a prior service order, which would have the information I needed. What paperwork? They explained that they've been to the store three times, so we should automatically give them a new one.
Okay, I'm still pretty positive. It could be a misunderstanding due to the language barrier. I asked if they have a service plan and I could send it off to get it repaired. The girl told me that they didn't buy a service plan with the camera. The camera was out of the exchange period, but I could still send it to get fixed under the manufacturer's warranty. However, it would take 2 - 3 weeks to get it fixed, perhaps longer. If they wanted, they could call the manufacturer themselves and see what could be done, but it would still take time to fix or replace.
That's when the excrement hit the oscillator. They were going on vacation to the country they came from. They couldn't wait that long to get their camera back. Why couldn't I just fix it right then and there with my magic wand? Why did I sell them a bad product? Back and forth for 20 minutes. I was desperately looking for some way to get out of this gracefully, but I definitely was not going to back down or let these coños bully me into authorizing a "no lemon" exchange.
The whole time the guy was talking in Spanish and broken English. Finally, I heard a word I recognized: "basura" or "trashcan". I jokingly said, "Yes, that's an option, too. You can throw in the trash, but it still won't fix your camera, will it?"
The look on the guy's face was priceless. And he finally realized that I spoke Spanish and possibly understood every word he said. And, suddenly, he remembered that he could speak English. After a few more minutes of telling me in perfect English about what I horrible company I worked for, the guy finally realized that I wasn't going to do what he wanted, took his camera, and left.
After talking to my co-worker (who had observed parts of it while helping customers) about it, he explained that the couple had tried to con or bully us in the past. I got a compliment from the customer service senior at how I handled it and the patience I exhibited. And I lost a little more faith in humanity.
Fast forward to tonight. This time, a white couple came in with a DVD/VCR combo that wasn't working. Again, no service plan. Out of exchange period. After arguing with customer service for about 15 minutes, they finally decided to have me send it off to get it repaired. Repeated the same wait time and speech that I did with the Latino couple as I prepared to get things together to ship it off.
The woman was the SC here. She just could not live without her precious DVD player for 2 - 3 weeks. She just wanted an exchange or her money back 45 days after purchasing it (our cut-off is 30). She didn't want to call the manufacturer, who would probably send her a new one with no questions asked. And apparently, the fact that she could get another one for $30 - 50 at the discount store next door did not occur to her. Judging from her Fifth Avenue-style outfit, she could easily afford it. (Luckily, my filter was on, so I didn't mention this or call her out for the entitlement whore she was.)
I finally recognized this was going to be a repeat from the previous evening. Then my sanity decided to do some self-preservation. I had been by myself at the tech counter all night. I hadn't had a break all evening and no offer to watch the counter while I grabbed a quick soda and candy bar. My stomach was growling because I had last eaten almost 7 hours ago. My feet were going numb because I had been on them all night. The help I was promised and obviously needed never arrived. It was ten minutes to close. I still had a metric ton of stuff to do before my shift ended. And this bimbo was changing her mind every 5 minutes as to what she wanted done and trying to finagle some kind of deal with me that I simply could not do. It isn't the store's fault that her player is broken or that she was too cheap to buy a service plan or that she's too impatient to wait for it to get fixed.
All right, I thought. You people don't have the apparent excuse of a language barrier. You are just a couple of supposed adults that are acting like whiny children because we won't let you have your way. And I really don't want to spend the next 20 minutes debating with you like I did with the Latinos last night. [b]Screw this.[/i]
You. Manager-type person. Get over here and talk to these people now. I don't care if you piss them off. I don't care if you commit hara-kiri to please them. Just get them out of my face. I don't get paid enough to deal with this crap. Especially when I have to beg for enough hours to make ends meet with six inches of string holding them together.
i am in love with this...can i put it in my sig?
People never stop to think that the nice little white(-looking) girl can speak Spanish. C'mon people-high schools pretty much all require you to take a language now, and Spanish is one of the most common. I may not speak it well, but I can sure as hades understand what you're saying about me.
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