Cell phone rage and the sales dept from hell

[CrazedClerkthe2nd]

This is something of a sucky customers/cursing out coworkers cross post.

When doing customer service for a major wireless provider, I took many, MANY calls that were the result of the following:

- Some moron from our sales department, desperate to make his or her commission, would make all kinds of inflated or false promises to try and net a customer.

You can probably see where this is going.

Of course, the sales reps actually only had limited ability to offer special discounts and deals to customers. In fact, outside of the standard employer based discounts, they couldn't do much of anything at all.

But that didn't stop them, oh no.

Some of my more memorable calls that involved this stuff:

- A guy who was cussing me a blue streak because he'd been promised a 35% discount and he wasn't getting it. He'd been told by a sales rep that he qualified for a "halloween discount" (this was an early October sale) which of course did not actually exist.

I looked at the account notes and the rep had helpfully left this for me: ATTN CUST SERVICE, PROMISED CUST 35% DISCOUNT. HE WILL PROBABLY CALL IN ABOUT IT. PLEASE PROVIDE THIS FOR HIM THX.

In other words, the rep was counting on us to actually apply the discount. I told the customer he couldn't actually GET that discount. Customer got mad. Customer insulted CC's mother. CC got mad at stupid sales rep. End story.

- Another incident in which a sales rep had promised a woman (wait for it) an account credit of $250 so she would effectively get one of the highest end phones we offered FREE.

This was problematic for several reasons:

1. Offering free or discounted handsets beyond standard offers is a huge no-no (actually it was a fireable offense)
2. Frontline reps can't actually give a credit that large anyway, it has to go through a supervisor.
3. This woman had waited until AFTER her initial 30 day "get out without a cancellation fee" window had expired.

She was denied her huge credit and boy howdy was she PISSED. She was yelling so loud I had to hold the headset a few inches away from me. I think the guy two stations down could hear her clearly.

She closed by basically wishing death on all of us and hoping our horrible, awful company "burns to the ground".

And finally, the biggest one of them all:

- Customer wants to start service with us. she wants 5 lines. Rep runs a credit check which shows the potential customer only qualifies for 3 lines. Does our resourceful sales rep let that stop her? Of course not!

She actually told the customer that she could CALL US AND GET APPROVED FOR MORE LINES.



That's absolutely NOT how it works. Ever.

The number of lines approved is a based upon a credit evaluation done on the customer. We at phone support use the EXACT SAME SYSTEM the sales reps have and have no control over the results it gives. We can only set up as many lines as it approves.

While it is possible to get approved for additional lines, this usually only happens when you've established a history with us of paying your bill on time.

On top of that, we can't re-run customer credit for at least several months so this woman is completely SOL.

I go around and around and around with her, explaining about fifteen different ways that there is absolutely nothing I or ANYONE ELSE in this building can do to help her. I get accused of purposely trying to screw her and called a liar and a cheat. Then she starts whining about how I "HAVE TO" honor the promise the sales rep made even though it was a load of bull.

I got stuck on the phone with this lady for over TWENTY minutes because she would not give it up. She eventually got talking to a supervisor, which as you might guess was a lengthy repeat of everything she'd already heard from me.

Attention shady sales reps who worked for my company: You have been officially added to "the list". Be afraid. Be VERY afraid.

[thehuckster]

Although customers shouldn't take their anger out on you, I can certainly understand why they'd be pissed. If I were any of them, I'd go back to the sales rep line, ask for a supervisor and explain the situation. Hopefully the supervisor can review the taped phone calls between the customer and the rep who very clearly and obviously LIED to the customer and fire that ass immediately... that is, if this is truly a single rep who's doing this. Otherwise, it would require a "human resources restructuring" process.

[emax4]

When they would keep talking without letting me get a word in, I'd just put my headset down and draw comics for a while until they tired themselves out.

[mhkohne]

I hate that kind of sales nonsense - the only list those guys should be on is the list of former employees. Those weasles give all sales people a bad name and are responsible for my general dislike of salesfolk in general.

[bainsidhe]

And some sales reps lie to a customer, just so they can pad their sales and get a higher commission. When I got my phone, the rep told me that it was impossible to block internet on my phone (and this was also 3 years ago before nearly every phone required a data plan, thus my phone didn't have a data plan either). Mine isn't a touch screen and I had no interest in using or paying for internet, you see, but alas I had to have internet on my phone, or so the rep told me. I learned the truth when talking to an acquaintance that also happened to work for the company. So yeah, the salesman lied straight to my face. I learned that reps get a higher commission for selling phones with internet plans. Not to mention, I paid a higher insurance fee for having internet capabilities on my phone, even when I didn't use it.

[Andara Bledin]

From what I've heard (mostly from my bosslady bitching about them), the guys who don't work directly for the service, but are independent sales reps are the vast majority of the problems and do a lot of lying and other hinkie bullshit.

She won't even begin to talk to anyone that doesn't get a regular paycheck directly from the company in question. And even then, if it's AT&T, she won't do anything not in writing. Ever.

^-.-^

[Luna Baby]

I hate to say it, but I've been the SC on this end of the phone. We were promised all sorts of customer service, answered all of our questions, offered to port numbers, made it all so easy. Then, in no time, customer service went down the hill, like all the way down and on into the creek.

We ended up going through 3 phones in order to get one that would even work on my oldest son's line. And that was after I refused to shell out more money. But to the company, hey, money talks. You hand over $$, we'll fix the issue. Not happening...not a chance. I pay enough as it is.

Then, once we got his line straight, they started screwing with my line. Again, money talks. They offered me all sorts of bells and whistles and fixes........if only I renew and purchase another phone. Bull crap! I called them on their bluff, did the math and showed them that their logic didn't outdo mine. I could pay $600 in early term fees ($150/line at 4 lines) or they could fix my issue and I'd continue paying my monthly fee the balance of my contract and they would net roughly $2400. Seems like money does talk.....

[DeltaSierra]

After reading all of this - how can those of us who are phone shopping protect ourselves and ensure that we're really going to get what's being ofered? Would demanding that it be in writing help at all?

[Divra]

Disclaimer: I am not a lawyer.

I would say yes, because getting something in writing means you have tangible proof of what was agreed on. While verbal contracts are supposed to be equally binding, disputing a verbal contract without it ending in a session of "he said - she said" is difficult to say the least.

Just make sure you get the person on the other end to sign it, and get his/her name in print too, so you can get a hold of the guilty party if the midden hits the windmill and you want to take legal action.

[bainsidhe]

After reading all of this - how can those of us who are phone shopping protect ourselves and ensure that we're really going to get what's being ofered? Would demanding that it be in writing help at all?

I think this is a terrific question. I understand a company not supporting a promise of a totally unrealistic and insane discount, yet for those of us who don't upgrade or phone shop often, we wouldn't necessarily know when something is unrealistic. And what protection do we have?

Too bad these "discounts" can't be taken out of the salesperson's commission. Bet they'd start following the rules then.

[eltf177]

Too bad these "discounts" can't be taken out of the salesperson's commission. Bet they'd start following the rules then.

This 1000%!!!!

[CrazedClerkthe2nd]

After reading all of this - how can those of us who are phone shopping protect ourselves and ensure that we're really going to get what's being ofered? Would demanding that it be in writing help at all?

Yes and no. It would give you leverage in the situation but you'd still have to go through a mess over it most likely.

When I worked phone support I couldn't see a copy or scan of the contract the customer agreed to so even if you told me you had a contract signed by Rep X that stated you should be getting special deals/discounts for agreeing to start service, I have no way to prove you're telling the truth and therefore have to assume you are not (this was actually a policy).

Now you COULD file a legal action against the company in which the contract you have would be entered in as evidence and more than likely the company would be forced to honor it, since the sales reps ARE legal agents of the company they sell on behalf of.

The best way to protect yourself aside from getting things in writing is have someone else go over every thing for you. The day after I started service with my current provider, I logged in to review my account setup to make sure the plan and whatnot were exactly as I had agreed to, I also called phone support to verify everything was done.

Another trick is to go back to where you bought it and talk to another sales rep or go to a different store and talk to a rep there. Usually when dealing with someone who doesn't have a "horse in the race" like a commission, it's easier to get straight answers.

Every issue in my first post was caused by in person transactions, i.e. these were customers that bought their phones in physical stores. I called a couple to talk to the store managers about the situation, but was blown off.

[icmedia]

As the manager of an independent reseller for a major cellular company, I'd like to put in my $0.02:

-I've had people come to my store, having just visited the corporate store, who were told, "we can't do that for you," or "you have to pay $XX to get that," when in reality I could do it for them -quite easily- for free. The corporate reps aren't any more trustworthy than anyone else-they have quotas and requirements to meet, and many of them will lie just as bad or worse than any other rep.

-A good salesman won't lie to ANY customer, because they only reap a small, immediate reward. I am completely open and honest about EVERYTHING with my customers, and they come back to get upgrades, new lines added to their accounts, and they send their friends, family, and coworkers to me because I do right by them.

-I will GLADLY give you anything you want in writing, print out the specs/pricing for your plan or phone, and even highlight the pertinent points of said paperwork. If a sales rep isn't willing to do this for you, they're probably trying to hide something.

-Customers are just as likely to lie about what they were promised as a rep is to what they can get (I know-it's unfathomable that a customer would LIE, right? lol). I've had customers come in and tell me that "the other guy" or "the girl I talked to" made them a promise about a discount or something they could get for free. The funny thing is, I'm the only person who works in my store. Ever.

-My company, as many others, offers a 30-day satisfaction guarantee. You have 30 days to decide whether you like the phone and/or service, and if not we can't penalize you (aside from a restocking fee for phones returned in less-than-new condition, which I make sure to explain to every customer, every time). My advice? USE THIS TO YOUR ADVANTAGE. If you're getting the runaround, just tell them that you're going to return the phone/cancel service. You'd be surprised at what this can get you.

-Corporate call-in-centers aren't always staffed with truthful geniuses...I've figured out complex problems while on hold with the tech support who, upon returning to the call, told me that it couldn't be done. If you don't like the answers you're getting, ask to speak to someone else, or hang up and call back in.

I could go on all day, but I've hijacked this thread enough, lol

[Zenova]

A problem I know only too well
Today in work, a woman called me to ask if she was eligible for a handset upgrade. Checked her out on the system, it said she was. Checked with our upgrades team what kind of phone she would be eligible for (she wanted an iPhone 5 and wanted to stick with her current price plan which had 500MB data and unlimited calls and SMS) Upgrade team said would be fine.
I advised the customer she was eligible for an upgrade and would she like me to pass her over to the upgrades team to arrange it over the phone.
She told me she would rather call into a store so she could get the handset today. I said "thats no problem, ill just note on your account that you are eligible for an iPhone 5 on your current plan" and created that note.

2 hrs later same customer calls back and gets through to me again.
She told me she went in store and was told that she needed to change to a plan with 2GB data instead of 500MB in order to get the iPhone 5.
I checked my system (again) and it clearly said she could stay on her existing plan.
Called the store and said im calling from customer services and they fobbed me off with some excuse about new contracts.
Spoke to supervisor who said to use my *official title* when im calling stores. (im in small business customer care)
Called back to the store and said "Hi this is Zenova, im a Business Care Executive based in xxx, I have a lady on the line who would like an upgrade in your store and would like to remain on her current package plan"
They were more than helpful and arranged to have the phone waiting for her when she went in to sign for it.

Obviously some sales guy in the store thinking he could make a few bucks by selling the higher priced plan, and then when he heard someone important sounding (lol) on the phone changed his mind and let her have the upgrade she wanted in the first place.
SALES REPS MAKE MY JOB HELL

[icmedia]

Obviously some sales guy in the store thinking he could make a few bucks by selling the higher priced plan

This. Very much THIS. The corporate store keeps telling my customers that they HAVE to switch to a tiered data plan, losing their unlimited data...yet, if the customer comes to me, I can perform an upgrade without changing their plan details one bit.

I even had a corporate sales rep tell one of my regular customers that I was LYING when i told them that-despite the fact that I perform said transaction several times a day.