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It's been a grumpy day at work today. This one made me smile.
Customer called in because he had a Motorola RAZR that had some kind of software glitch (I don't remember what, the Tech guys tried to help him before he came to me). The problem was his warranty expired 3 months ago. He wanted it replaced for free or he would cancel his service. The problem with that was that he was still under contract. I told him that sadly, with an expired warranty, the device could no longer be serviced, but we could look at a discount on a new device. I offered to get him a new RAZR (he had the "old" version) for $79.99 on a contract. Not bad considering that he wasn't even eligible for a discount yet and normally we'd only be able to get it for the full cost of $279.99. Being a Loyalty Specialist gives me certain powers to offer things that we normally can't to people. Anyway, I could just imagine this guy stomping around his living room like a child as he lit into me on how he shouldn't have to pay for a phone and he'll just cancel and go to a company that will give him a free one. Furthermore, (enlighten me, oh all-knowing customer), any other company wouldn't care about a warranty. They'd give him a free phone, no contract and no questions asked, because he's a "good" customer (i.e. he pays his bill on time). I let him know that canceling would involve a cancellation fee from us, an activation fee from the new carrier, and probably a deposit (Mr. "Good Customer" didn't have such good credit). Still, he was convinced that he would be far better off going to a company that wasn't so tied down with policies and procedures, and would help out a customer in need.
Then he said it was the principle of the thing and I swear if I could travel through the phone line and choke him before the word was fully out of his mouth, I'd have done it (see my earlier post today. The fun never stops).
On the bright side, our service now has one less jerk as a customer
Customer called in because he had a Motorola RAZR that had some kind of software glitch (I don't remember what, the Tech guys tried to help him before he came to me). The problem was his warranty expired 3 months ago. He wanted it replaced for free or he would cancel his service. The problem with that was that he was still under contract. I told him that sadly, with an expired warranty, the device could no longer be serviced, but we could look at a discount on a new device. I offered to get him a new RAZR (he had the "old" version) for $79.99 on a contract. Not bad considering that he wasn't even eligible for a discount yet and normally we'd only be able to get it for the full cost of $279.99. Being a Loyalty Specialist gives me certain powers to offer things that we normally can't to people. Anyway, I could just imagine this guy stomping around his living room like a child as he lit into me on how he shouldn't have to pay for a phone and he'll just cancel and go to a company that will give him a free one. Furthermore, (enlighten me, oh all-knowing customer), any other company wouldn't care about a warranty. They'd give him a free phone, no contract and no questions asked, because he's a "good" customer (i.e. he pays his bill on time). I let him know that canceling would involve a cancellation fee from us, an activation fee from the new carrier, and probably a deposit (Mr. "Good Customer" didn't have such good credit). Still, he was convinced that he would be far better off going to a company that wasn't so tied down with policies and procedures, and would help out a customer in need.
Then he said it was the principle of the thing and I swear if I could travel through the phone line and choke him before the word was fully out of his mouth, I'd have done it (see my earlier post today. The fun never stops).
On the bright side, our service now has one less jerk as a customer
...THE PRINCIPLE!!...aaahhhhhh!!! 
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