Absurd Credit/Adjustment Request Of The Day

Other day someone gave me a huge like 10 minute story on every event in his day and how we should refund him back for calling 411 1 extra time because he called the wrong place to cut his hair because he didn't know there was 2 places by the same name on the same street. I was like Uhh.. Ok. You don't have to call 411 that's totally YOUR choice you can always whip out a phone book. etc. I can't refund for stuff like that so i got him over to the proper department LOL.

I was doing OT yesterday had a lady call in HLA department promiced her 50% credit on all incoming calls while she was internat roaming cust misunderstood this and figured they were credit half the bill. cust stated that she was informed by retail that it was free incomeing calls while roaming internationly she wante to make a oop complaint after talking to me and i revied with mgr we gave her the other 50% and i still got a credit card payment out of her and a compliment call from her

The other day I was playing resolutions and escalations when a dealer calls one of our reps. This ignorant dealer demanded this poor representative give her customers a rerate on a 100.00 plan since 22 December for her rate plan and fix the overages for something like a 760 dollar bill.

Well. I say okay to the phone rep, I'll look at the account.

Okay. Past due balance. 350.00 overages on this bill because they were on a 60.00 plan and went double over. Alright, that's fair... oh wait. The past due balance was paid. Oh wait, 2 weeks ago a manager already gave this woman a rerate on the 80.00 plan for the last month bill. So the customer's problem is fixed.

I tell the phone rep to tell this dealer, there's no rerate needed. She comes back and forth, back and back forth, and finally I tell the rep, bring the dealer to me.

So I tell the dealer to read the bill she's holding. And I tell her the payment history, and I tell her that the overages, they've been fixed--except the 108.00 from a previous bill. She insists on the rerate. I finally tell her the math. I tell her that by the time I'm done rerating her for the 100.00 plan, and I subtract that against the 108.00 overage, the customer'll owe us 26 more dollars. So yes ma'am, I tell her, I can get right on that rerate.

She pauses.

The dealer, she tells me this story about porting in from Verizon and they might port back. She tells me the customer's uspet. "I know they are upset with the overages," I end telling up, "But we've already resolved their issue. Thank you for calling Cingular Wireless."

cust called in and outright asked for a sup. i thought id flex a little and asked him if i could help him. the man laughed and told me his story.
apparently he and his young son were going to a baseball game. Major League, upper bowl, son was super excited. now along there way they got a flat tire. Now being subscribed to our roadside assistance program, they called in and a tow truck was sent out.
The cust stated that after the phone call the tow truck took well over 45 minutes to arrive and took another 30 to change the tire. addmiting thought that his bolts had been well rusted into place as the rim had never been removed. Now for all the time it took he and his son (who was 30 something i find out) they missed the part of the game so decided not to go at all.
He wanted me to refund the price of two MLB tickets, the cost for the roadside assit (not just the feature but the actual cost it would have cost him) plus 50.00 an hour for the almost two hours he was inconvienced.
He totalled it up for me to the tune of 385 dollars and 48 cents.
*mute*
HAHAHAHAHAHAHAHHAHAHAHAHAHAHAHH
*un-mute*
Well sir i do apologize for the inconvience you suffered, however I would like to point a few things out. We did not flaten your tire, and we did pay the cost of the Roadside assistance. Now as to the matter of the tickets
*click*
The guy called back in three times that day but i had noted the account very well. rofl

WOW. Our cs are great...

Let me think.

There were a few calls where the cs had a problem with the *min beinf inaccurate and the cs demanded credits. I pull out the CSP, (blech) and script

There may be delays processing network call records. "Minutes Remaining" may not include airtime used within the last two to five days and does not include recent roaming minutes due to delayed processing. Roaming airtime and roaming long distance minutes used are based on call records received from other carriers and processed by Cingular. A delay of two to ten days at minimum is usual. A delay of up to 60 days or longer is possible. Unbilled usage is not available until the next bill cycle for a subscriber where a backdated or mid-cycle price plan change has been performed. These subscribers will receive the following message: “This information is not available until your next bill cycle.” Prepaid customers will not have access to *Services.

a lot of times I paraphrase with something like, uh, there are some delays due to the nature of the the technologies that we use, I'm more than happy to work w/ you on these charges but inaccurate estimates, they aren't good grounds for your demands. Your bill shows the actual use...

takes some class act rocket scientists to figure these things out on their own. we should simplify things huh.

I digress

Ditto with VZW, minute ck (#646) clearly states in the text message, "Some airtime may not be included" If one chooses to ignore well, what can you say, it was spelled out ..

I hate Sprint together w/ Nextel.

Any CSR for tha company?

this one was today

had a lady ci wanting a credit on her bill because they just upgraded to a v3i and paid lied 230 for it, i just flat out told hewr no , she just wanted a hand out

then about 3 months back i had a guy who reciently migrated wanted a $75 credit because his blue sim wasnt compatable w/ his new phone and he had to manualy reenter all of his contacts, and he felt $75 was worth his "inconvienance

I had one customer who did not have his VM working during an outage for 30 mins -

I told him that I was very sorry our service was not working, and even though an outage was out, I did advise him of his service summary that we did not guarentee service all the time during an outage.

He demanded compensation - I was like, sure, we can do something - he wanted a $50 credit...I told him, I could give him at most, a $5 credit and 1000R mins at the MOST - he said, he wanted 2000R minutes and the $50 - I told him I'd call Rez..Rez said no...I relayed that to him in a nice way - he wanted to cancel, got him over to Save, they told him no and he backed down when he was told of the ETF...funny stuff

Why would you offer anything at all? I would reimburse for the cost of the VM feature. I always fall back on the service agreement, as you did, but keeping in mind, we're not liable for any loss during anytime in which service is unavailable.

Some people, don't get it.

Absurd Credit/Adjustment Request Of The Day

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