Cell Phone customers, why do you insist on acting like this?

Question

I work at a Corporate Cell Phone carrier. Have many experiences daily with dumb *** people and I am just curious? Are all customers like this or are they just the dumb people here in Texas?

Everything is not free, why do you insist on thinking it is. You pay for a monthly service. You choose to do this. Such as, going to a BestBuy and choosing a TV. You want something so then you pay for it. Same thing with your utility bill. You want A/C so you pay for it.

My favorite is people who are coming from a crappy service to our carrier yet you want things for free. Once again, it is your choice. Your benefit, as I am asked all the time, is getting out of your crappy service and coming to a better place. Hence the reason why you are shopping. I dont believe your switch needs to be justified with something free.

Secondly, upgrades. Everyone has done it. Get a discount then sign a new contract. But it still seems so many people see this is as a scam. Why? It is your choice.

You don’t want to sign a new contract, then pay the full price of the phone and stopping bitching. Don’t have the money to do that. Then sign a contract. And when you sign up for another 2 years of service, it is your choice, so why does the rep need to give you a free case, a free charger and Bluetooth. These are things you want and maybe need, hence you pay for them. It is your choice to have these things, it is your choice to stay with that mobile company, not theirs. Most cell companies, the one I work for especially, do not get paid for the resigning of a customer, so it is really pointless in many cases to sit there and try and wheel and deal a better price. Go threaten to leave every time it is time for a new phone and see what happens.

Which brings me to this. Everyone hates the guys in the mall promising cars, cash money and prizes if you sign up with them. Then the customer finds out the booth is not there anymore and takes it out on the corporate

store as opposed to a scam shop. You don’t want to be treated like a used car customer don’t treat reps like they are less then human and should bend over backwards to get the sale. Come in expecting to pay for a quality service, from my provider anyway. Then go about your business. Wheeling and dealing is in the past. I would be willing to loose a sale if the customer wants a better deal on a phone. There are to many competitors out there you say. Well that goes the same, there are plenty of customers out there too, so get lost!

Why do you insist on threatening to leave over a small thing? I mean a lady came into the store who could not pay her bill and the company was going to turn her phone off because it was two or more months behind. She had been a customer for maybe two years and her bill was high because her sister who had the other line was not paying on time. So she says to the rep about there is a lot of competition out there and this should not be a problem. Well its not,

pay your bill or have your sister pay her bill. I mean every little thing is not a reason to leave a company, especially if it is their fault. Why do people do this?

This brings me to my next point. When you break our phone, who’s fault is that? Not the companies. It was yours. So then why take it out on the sales rep. They for one could careless and secondly can do nothing about it. You voided the warranty by jumping into water. And people, why are some of you such liars? Don’t ask me how it got wet, I was not there. It got wet, and we know it did. And even the really smart ones out there who peal the tags off for the water, we know you did that. And then its time to buy another phone because you choose to break your phone, and out pops the scamming comments and how you deserve everything for free. Which then leads me to my next point

How long you have been with a company does not ensure what kind of service you receive. I mean look at Spring for example. You could be with them forever, and they let people go because of complaints then retracted that. Very smart. When you go into the store, whatever carrier it is, they don’t care how long you have been there as opposed to if you signed up yesterday. The company I work for, treats all the same way. You are all appreciated or at least my carriers does. So why do people come in an insist on lying about that. “yeah I have been with you guys for years” when I pull up the acct and It say they set up an account 6 months ago, I mean why? We don’t care to be quite frank. So when you complain about your bill about how you went over, and it should be waived because you have been a customer forever, everyone is rolling their eyes at you on the inside. It does not work that way.

And bitching because the store is busy. Why do this? It does not make the situation any better. The reps are stressed as it is and when they have to hear that crap, it makes the situation even more unbearable. And we understand we cannot make everyone happy. And those customers know who I am talking about. Anything we do or say just angers them regardless of who’s fault it is. You went over your minutes, our fault. Your broke your phone, our fault. You want free monthly service, free phones, free chargers and free massages for just inquiring about service. Get over yourself.

I can understand many people’s frustrations. I for one am trying to get out of retail and can appreciate both sides. But customers, why do you treat the good ones out there like crap? We are humans, though some may think otherwise. I can understand why some of you have bad tastes in your mouth from some of the carriers, and it seems like a growing trend from people going to those hole in the wall shops and getting ripped. But the whole industry is not like that.

Answer 1

I think you need a Va-K! WOW! It's just a cel phone company, it won't get better as far as the public goes. Be the duck and let it roll off your back, then start looking for a new job-NOT IN CUSTOMER SERVICE!!! Try to relax this weekend, get your resume beefed up and start hitting the want ads. Good Luck.

Answer 2

Your long, run-on "question" is a bit off, friend.

There are several things you say "reps don't care about" or "do" or "say" that are just untrue.

I was unhappy with Cingular for the months I had them when they took over for SunCom. When my contract came up, I told them I'd be switching. They called me 6 times and offered me the sun, the moon, AND the stars to stay with them. This also happened when I left AT&T three years earlier. So there's one of your assertions shot down by direct evidence of a consumer.

People expect free and discounted things because we fully understand that cell phone companies are ripping us all off majorly. If they offer those huge discounts to every new customer that walks in the door, then they can offer them affordably to all their customers. A cell phone does not cost Verizon 350$ full price, it just doesn't. So expecting us to pay that much, just because you hiked up the rate so that it looks like a great deal when we get the 2 year contract discount makes us mad.

Finally, your tech support is a bunch of liars, point blank. I took my two-week old phone in to be serviced, and the surly girl behind the counter looked at it for a few minutes, then told me I'd violated the warranty by getting the phone wet. Unfortunately, I'd actually been watching her the whole time out of the corner of my eye----she NEVER removed the cover of the phone. There's no way for her to know if the phone had gotten wet----which, btw, it hadn't, as it had been sitting non-functional in my dry closet since I got it, waiting til I had the time to bring it in for service.

So why do people act stupidly? 'Cause cell phone service is a necessity in modern life, and we are constantly lied to, cheated, manipulated, and blackmailed by cell phone companies. That's pretty much why.

Answer 3

I think you're confusing what people "expect" with what they think they can negotiate.

It's not necessarily the case that people are switching from a "crappy" carrier to your carrier for improved service. They are looking for *a* carrier (which, in their minds, are all the same, pretty much), and are shopping around for the best deal.

Inevitably, they're going to push the envelope of what you are willing to give them for free, in the hope that they will get it, or use your offer as a bargaining chip against another carrier.

Is this annoying? Absolutely. Do people make unreasonable demands for what they want to get for free? Sure. But as long as you have competitors that offer an equivalent service to yours, people will try to take advantage of your desire to get their business.

HBJ

Answer 4

ummmm...new question for you....are you customer service??? if so... please don't sell me one of your phones... there is a old mantra "the customer is always right". yeah people suck sometimes but you have to treat them with respect.... when i had a cell phone through a company i won't name here... i had insurance for my phone...i was told when i signed up for the insurance that if something happened to my phone i would get my phone replaced for free... almost a year after i got the phone something did happen (yeah yeah my dog ate my phone...laugh inserted here), i went to my phone company and then was told oh ooops you have to pay for your replacement... i didn't complain but was a bit upset....did NOT take it out on the customer service rep. btw the phone was free when i signed up for the service. yeah people suck...just not all of us!! smile and have a good day

Answer 5

I work in the Service Department of a car dealership.

The public wants everything for free.

I live in the Atlanta area and there is a certain culture that is MUCH worse about it than others.

Answer 6

Feel better now? Yes? Good.
Can we return to questions and answers? Yes? Good.

Answer 7

If you don't like your job, then quit.
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