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Oh restocking fees! - Cellular Drones. [entries|archive|friends|userinfo]
People of the wireless industry, unite.

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Oh restocking fees! [Oct. 11th, 2006|11:44 pm]
People of the wireless industry, unite.


[mood |coldcold]

Customer: I have this phone I need to send back, am I still in time?
Me: *grabs calendar* It's been 119 days since we performed the exchange, I'm sorry, you will not be receiving credit for the restocking fee. You had 90 days to send it back.
Customer: But here's my long-winded story for an excuse! I told someone else to drop the box off at the Post Office! Only they didn't and they left it in the car and told the they sent it in! Then I asked again and they said they did but they didn't again! Then they did send it in but they changed the address on the box, so it got returned to my friend's mother's house in Ohio and I'm in NEW YORK! I'm going there next week to get it so I can mail it personally, can't you waive the fee?
Me: Sorry, no, you had 90 days and there will be no credit issued even if you send it back today.
Customer: But what do they do with the phone if I send it back?
Me: It's dismantled to diagnose the problem and the parts are used for refurbs.
Customer: So they can take apart the phone but they can't credit the money back?
Me: No, I do apologize.
Customer: But my wife got an extension!
Me: I see where your wife called in on August 31 about the bill, and we also filed research on the phone, but there was no extension given. We do not issue extensions on returning handsets.
Customer: But she got an exteeeeenssssioooon...
Me: It's not noted on the account
Customer's wife: I got an extension! You're being unreasonable! I want to cancel! RAAAAR!
Me: I'm sorry to hear that, let me get you an account specialist who can assist you with that.

That's the very condensed, highly paraphrased version of a 30-40 minute call that ended my night tonight. At least they had already paid the restocking fee. I could give a damn if they cancel. I should have written down the account number so I could check back to see if they actually got the credit, but it's doubtful, since the rep I introduced them to was pretty much in agreement as I gave her the summary of the call as it had happened. God I love cell phones sometimes.


[User Picture]From: dystorteddream
2007-09-17 04:06 am (UTC)
haha, you work for t-mobile, don't you? I love restocking fee disputes.
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[User Picture]From: melissamira
2007-09-17 05:16 am (UTC)
Yessir. They're tons of fun.
(Reply) (Parent) (Thread)
[User Picture]From: redr0se
2008-02-04 08:21 am (UTC)
This sounds like a phone call that was transf to me LOL I work in CL :) And Nope I did not issue a credit.
(Reply) (Parent) (Thread)