customer service horror stories

chopperbyrne · 01-09-2011 02:52PM

I handle written complaints to Microsoft about Xbox related issues.

The vast majority of customers have no idea what they're talking about, a huge sense of entitlement and refuse to take responsibility for their (or their childs) actions.

blaze1 · 01-09-2011 03:05PM

chopperbyrne wrote: »

I handle written complaints to Microsoft about Xbox related issues.

The vast majority of customers have no idea what they're talking, a huge sense of entitlement and refuse to take responsibility for their (or their childs) actions.

Yup me and the millions of other people just wanted to try and ruin xbox, so we all figured out away to RROD our machines :rolleyes:

krudler · 01-09-2011 03:11PM

blaze1 wrote: »

Yup me and the millions of other people just wanted to try and ruin xbox, so we all figured out away to RROD our machines :rolleyes:

exlcuding that, which was a monumental fcuk up on Microsofts part, he's right.

"the customer is always right!"

me hole, they rarely are.

_feedback_ · 01-09-2011 03:26PM

carlybabe1 wrote: »

:rolleyes:, jeeeeeees. Why,just why??

I don't really get what the rolleyes is about. I was just pointing out that they were right and you were wrong....

jenizzle · 01-09-2011 03:35PM

krudler wrote: »

here's a tip for customers as well, since people get so annoyed at ringing call centres, if your phone freezes, stops sending texts, cant make calls, does something crazy on an app or something. step one: TURN IT OFF! about 80% of issues can be solved with a simple reset, do this FIRST before ringing in then complaining you have to wait 10 mins to be told the exact same thing. a phone is an electronic device, you wouldnt leave your tv turned on 24/7 for months at a time and expect it to not have problems would you? good. step one covered.

step two. if you cant connect to the net,or picture messages wont send or something for fcuk sake ring in on a DIFFERENT phone, cant do much for you when you're talking on the phone you're trying to fix. same goes for using carkits to ring in and try do something complicated, either wait till you get home or ring another time, cos you'll only crash and possibly die while fiddling around with a phone driving.

There's also the f*cktards who ring saying "there's a problem with my computer/phone/modem/microwave, there's an error on it", and when you ask what the error is they reply with "Oh I dunno, I'm not at the computer/phone/modem/microwave now" That's just f*ckin' brilliant, I'll just pluck a random diagnosis out of me ars* here and send it to you with some fairydust.

I've worked with customers too long :rolleyes:

blaze1 · 01-09-2011 03:39PM

krudler wrote: »

exlcuding that, which was a monumental fcuk up on Microsofts part, he's right.

"the customer is always right!"

me hole, they rarely are.

Ahh yeah, I know, general public are a scary bunch...

But always found the support at ms dreadful. Problems sending emails with delivery labels etc etc.

Raytown Rocks · 01-09-2011 03:46PM

Stench Blossoms wrote: »

So I got Sky installed 3 years ago.

They sent me a letter 2 months after it was installed to say 'your boxes are connected to the telephone line' but they were. So rang them, and they send out an engineer. He says 'no problem here' and leaves.

Month later I get the same letter again. Ring again, they send another engineer. He says the same thing.

Another month later, same thing again. So I ring again, another engineer comes out and I ring Sky while he's there and they promise me this is sorted.

Roll on to present day. Sky rep comes to the door and says 'we've a new package for 50e' I say 'great, i pay a fortune, was thinking of changing to UPC'.

So I ring up to change it and I'm told 'The deal your on is 60e a month', I say no ' I pay 120 a month' and he tells me 'We double charge you ever month because you don't have your boxes connected to the telephone line'. They do a manual test and the boxes are all showing as connected.

So I blow a fuse. Turns out they've overcharged me for 3 years. After about 5 phonecalls, explaining it to numerous different people, each one of them doing a manual test and each time it coming back fine...so I'm told to send in a letter.

They rebate my account with 890e. I ring to find out when it's coming back onto my credit card and they say 48hrs but they are going to continue to overcharge me because the issue is still there. Ugh

Can I ask if your number is ex-directory Ie if you make a call form your home phone to a mobile it shows as private number on the mobile.. If so this may be the issue.

MugMugs · 01-09-2011 03:54PM

chef wrote: »

Can I ask if your number is ex-directory Ie if you make a call form your home phone to a mobile it shows as private number on the mobile.. If so this may be the issue.

The Box considers this when dialling.

Stench Blossoms wrote: »

So I ring up to change it and I'm told 'The deal your on is 60e a month', I say no ' I pay 120 a month' and he tells me 'We double charge you ever month because you don't have your boxes connected to the telephone line'. They do a manual test and the boxes are all showing as connected.

So I blow a fuse. Turns out they've overcharged me for 3 years.

So you were being screwed for sixty quid a month and NEVER copped it ?

Ummmmm, "Hallo Suh, Can I juss haf your bank account deetails and Sort Code pleeease"

Stench Blossoms · 01-09-2011 04:11PM

MugMugs wrote: »

The Box considers this when dialling.

So you were being screwed for sixty quid a month and NEVER copped it ?

Ummmmm, "Hallo Suh, Can I juss haf your bank account deetails and Sort Code pleeease"

I just thought Sky was stupid expensive .

Raytown Rocks · 01-09-2011 04:23PM

MugMugs wrote: »

The Box considers this when dialling.

So you were being screwed for sixty quid a month and NEVER copped it ?

Ummmmm, "Hallo Suh, Can I juss haf your bank account deetails and Sort Code pleeease"

If your phone number is private number, when it calls in to the sky system, that system does not recognise where the call originated, therefore cannot assign your digibox to your phone number. If your number is not withheld the system maps your didgibox to your number.
Thats why you need to connect a phone line to both boxes when using multiroom, otherwise they charge a double subscription.

same number used for dial up from both boxes proves multi room.

MugMugs · 01-09-2011 04:24PM

chef wrote: »

If your phone number is private number, when it calls in to the sky system, that system does not recognise where the call originated, therefore cannot assign your digibox to your phone number. If your number is not withheld the system maps your didgibox to your number.
Thats why you need to connect a phone line to both boxes when using multiroom, otherwise they charge a double subscription.

same number used for dial up from both boxes proves multi room.

Boxes prefix 142 pre number, do they not ?

moomooman · 01-09-2011 04:30PM

I worked in call centres for years and the majority of customers were fine, but it was the angry ones I was being paid to deal with. If they started the call angry and screaming 99% of them hung up happy customers. Thats what I was being paid for, kiss the customers butt and make them go away happy

Some of the statements by people talking about putting customers on hold and going for coffee are fine examples of why customer service is so crappy in Ireland. Granted some few people just want to scream at someone who cant tell them to **** off but most of my angry callers had a genuine grievance from their perspective and just wanted to know someone was listening to them.

Its just part of the job. It often sucks but I felt hugely rewarded when I had a screamer apologising to me at the end of the call, their grievance listened to, their problem resolved they went away praising the company.

Wages earned :pac:

Raytown Rocks · 01-09-2011 04:31PM

MugMugs wrote: »

Boxes prefix 142 pre number, do they not ?

Well I know mine didnt when I got it originally, although that was a good few years ago, and I had to add the prefix.
Maybe the newer ones to the Irish market are pre set.

Fukuyama · 01-09-2011 04:36PM

carlybabe1 wrote: »

Ahh but there in lies the problem, I got no bills, I got no text alerts to say I could see my bill, so I had no customer number to log on to vodafone to see said bill. Im not disputing it logged on, I frequently log on, AT HOME........WHERE I HAVE WI_FI, WHICH I PAY A SEPERATE BILL FOR...why would i pay for internet data on my phone as well as my broadband?? they were charging me for going online in my own house while connected to my own wi-fi, now do ye get me

I suspect you are the problem in your scenario.

Why not simply turn 3G off on your phone? And only connect to your home WiFi.

You're doing something wrong without knowing it.

Trust me, it's on your end. Once 3G is off and you have your setting configured so the phone won't attempt to use old-style GPRS internet, then it wont connect on a mobile network.

I've fixed the phones of enough old bints who were convinced 'the network were robbing' them. Hand your device to your child. They'll sort it.

Tayla · 01-09-2011 04:39PM

chef wrote: »

If your phone number is private number, when it calls in to the sky system, that system does not recognise where the call originated, therefore cannot assign your digibox to your phone number. If your number is not withheld the system maps your didgibox to your number.
Thats why you need to connect a phone line to both boxes when using multiroom, otherwise they charge a double subscription.

same number used for dial up from both boxes proves multi room.

Does it say that in the terms and conditions? I know it says that it has to be connected to a phone line but does it say it can't be ex directory?

rugbug86 · 01-09-2011 04:40PM

I signed up for Vodafone Broadband to go, or whatever it's called.

Before signing the contract I said "this works with Macbooks too, yea?" and they said yep, no bother. Grand. Now at the time I was using a Windows based computer and got along grand with the broadband, but at Christmas I decided to upgrade to a macbook and when I installed the software, the mac started to go really slow until eventually it stopped working. Uninstall the software, no bother at all! Re-install and computer f**ked again.

Rang up vodafone - install the new software. Eh how am I meant to log onto the internet to download the new software. He told me to just bring my laptop around everywhere until I found free/unlocked wifi!! He then said if I brought it to my local vodafone store they could install it for me. They hadn't a clue. They told me about the thing that turns your stick into wifi and I asked if I could borrow it to test it and if it worked I'd buy it. They told me they couldn't open it cos then I'd have to buy it.

I eventually downloaded the software on a different computer and moved it via USB key to my laptop. Same thing happened. It was awful.

Rang CS again and had the same argument with them, but that they'd give it to me for free if I re-signed a new 24 month contract. I asked if they were mental. So much fighting ensues and I threw the "I was told it would work with a mac, it clearly doesn't, not fit for the purpose intended, trade description blah blah blah" and they sent me out the wifi adapter for free!

Haven't looked back since.

Except for the sh1te speeds.

misterdeeds · 01-09-2011 04:48PM

I work in a local disco and during the summer a small group of American's
come up to the door look up at the entry price(e5) look over at me and ask is it e5 euro for all of us I had a job keeping a straight face and told her no it was e5 each her reply , dats expensive and they walked away .

"AMERICANS"
I still get a giggle out of this when I think about it

Stench Blossoms · 01-09-2011 05:04PM

chef wrote: »

Can I ask if your number is ex-directory Ie if you make a call form your home phone to a mobile it shows as private number on the mobile.. If so this may be the issue.

Already went down the issue of my number being ex-directory. Not the problem I'm afraid.

kylith · 01-09-2011 05:37PM

Went into Meteor with a damaged phone a few years ago. Said "Hello, my screen is cracked, I'd like to have it replaced please". "That's grand," she said, "We'll wipe the phone before we do it". I am ashamed to say that I went a bit mad at being told that they'd delete all my contacts, photos etc. just to put a new screen on. I still can't wrap my head around why they'd need to do that. I was told that it was in case the problem with the screen was with the software. Software? It was cracked! Did I crack the software too or something? I lived with the cracked screen until I could afford a new phone.

I try to be nice to people in customer service because I've been there myself: "You can't have A, but I can offer you B-Q instead". "But I want A!" "You can't have A, but I can offer you B, C, D, E, F, G, H, I, J, K, L, M, N, O, P, or Q instead". "I demand A!"

rugbug86 · 01-09-2011 05:40PM

kylith wrote: »

Went into Meteor with a damaged phone a few years ago. Said "Hello, my screen is cracked, I'd like to have it replaced please". "That's grand," she said, "We'll wipe the phone before we do it". I am ashamed to say that I went a bit mad at being told that they'd delete all my contacts, photos etc. just to put a new screen on. I still can't wrap my head around why they'd need to do that. I was told that it was in case the problem with the screen was with the software. Software? It was cracked! Did I crack the software too or something? I lived with the cracked screen until I could afford a new phone.

I try to be nice to people in customer service because I've been there myself: "You can't have A, but I can offer you B-Q instead". "But I want A!" "You can't have A, but I can offer you B, C, D, E, F, G, H, I, J, K, L, M, N, O, P, or Q instead". "I demand A!"

Chances are with a new screen it may be cheaper to just replace the phone or give a refurbed phone. I had a similar issue with a Nokia 3310 (or one of those with interchangable covers) and I brought it in to be fixed. I had some distinctive marks on my phone from changing the covers (multi-coloured marks on the inner phone itself) and when the phone came back fixed (in the cover I'd sent it off with - there were scratches on that) and the marks on the back of the inner phone were gone.

MugMugs · 01-09-2011 06:00PM

kylith wrote: »

Went into Meteor with a damaged phone a few years ago. Said "Hello, my screen is cracked, I'd like to have it replaced please". "That's grand," she said, "We'll wipe the phone before we do it". I am ashamed to say that I went a bit mad at being told that they'd delete all my contacts, photos etc. just to put a new screen on. I still can't wrap my head around why they'd need to do that. I was told that it was in case the problem with the screen was with the software. Software? It was cracked! Did I crack the software too or something? I lived with the cracked screen until I could afford a new phone.

I try to be nice to people in customer service because I've been there myself: "You can't have A, but I can offer you B-Q instead". "But I want A!" "You can't have A, but I can offer you B, C, D, E, F, G, H, I, J, K, L, M, N, O, P, or Q instead". "I demand A!"

Data protection. They have to flash the phone before they go at it with their sticky fingers.

krudler · 01-09-2011 06:25PM

kylith wrote: »

Went into Meteor with a damaged phone a few years ago. Said "Hello, my screen is cracked, I'd like to have it replaced please". "That's grand," she said, "We'll wipe the phone before we do it". I am ashamed to say that I went a bit mad at being told that they'd delete all my contacts, photos etc. just to put a new screen on. I still can't wrap my head around why they'd need to do that. I was told that it was in case the problem with the screen was with the software. Software? It was cracked! Did I crack the software too or something? I lived with the cracked screen until I could afford a new phone.

I try to be nice to people in customer service because I've been there myself: "You can't have A, but I can offer you B-Q instead". "But I want A!" "You can't have A, but I can offer you B, C, D, E, F, G, H, I, J, K, L, M, N, O, P, or Q instead". "I demand A!"

thats awful, id much prefer some to be able to look through all the photos i took and read my nice text messages to see how lovely my friends are, and see just how many contacts are on my phone...

AudreyHepburn · 01-09-2011 08:03PM

Most of the jobs I've had have involved customer service and tbf most people you meet are fine.

But, and its a big but, there are some people who have an overblown sense of entitlement and think that you are Harry Potter, able wave your wand and fix the problem in the blink of an eye! Or they think you are the cause of all their problems or you simply haven't a clue.

The whole 'the customer is always right' thing bugs the hell out of me because in fact that is not the case by any stretch of the imagination. It is not humanly possible for anyone to be right 100% of the time.

A word of advice for customers; the person standing at the till/on the phone is there to help you not make your life a misery. Be friendly and courteous and you will be treated in kind. Act like you know it all and expect the entire company to stop for you and you will get nowhere.

DevilsBreath · 01-09-2011 10:36PM

moomooman wrote: »

I worked in call centres for years and the majority of customers were fine, but it was the angry ones I was being paid to deal with. If they started the call angry and screaming 99% of them hung up happy customers. Thats what I was being paid for, kiss the customers butt and make them go away happy

Some of the statements by people talking about putting customers on hold and going for coffee are fine examples of why customer service is so crappy in Ireland. Granted some few people just want to scream at someone who cant tell them to **** off but most of my angry callers had a genuine grievance from their perspective and just wanted to know someone was listening to them.

Its just part of the job. It often sucks but I felt hugely rewarded when I had a screamer apologising to me at the end of the call, their grievance listened to, their problem resolved they went away praising the company.

Wages earned :pac:

Only problem is when your are good at any customer service role, you get bumped to level 2 support. And then you have to wade through the **** most Level 1 support give customers.

120_Minutes · 01-09-2011 11:45PM

Stench Blossoms wrote: »

Already went down the issue of my number being ex-directory. Not the problem I'm afraid.

Hmmm, ive had sky in the space of about 10 years at about 4 different addresses and each time I've plugged out the phone line the minute the installer leaves. I've never had one letter nor been overcharged by sky.

Dunno why its happened to you.

customer service horror stories

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