Qustions for fellow staff

[++spped+freak+]

Hi there,

I work for T-Mobile and I bet had bad times at least once a week and some good times to help out people in store. But my question to you guys and girls is whats worst experience with customer you ever had?
Mine was when we got customer that got his phone back from repair and his phone had liquid damage what made it worse he spoke broken English. I try to explain that there was nothing do to get the repair company to do any thing.

But in end I was able to help him get a new Pre-pay phone at good price. I guess my second question is should insurance be sold with every phone that leaves stock room?and don't you think there should be a process where non working phone's should be picked via courier. so we can help other customers with other queries and this would be in may opinion would be better.Or even dedicated T-Mobile repair centres where engineers are on site?I'm saying because we get lot repairs coming in sometimes 50 a week and be nice help out other customers instead of logging in that repair not being able to help. and in my opinion be better to have dedicated repair team deal with it. Please give your input be interested to hear.

T-Mobile Employee some where in the U.K

[Xionic]

mmmmm Mine...

probably when i got a customer through who had been refered to a debt collection agency and had a black mark against his Credit rating when he didnt owe us anything (we actually owed him 4p) he demanded a written apology and his 4p (trust me when i authorised a 4p refund the finacial dept was in stitches) and also requested we get in touch with equifax to sort out his credit.

he was in the right but he was psycho, he was in a swearing frenzy for a good 10 minutes and was saying he wanted to take us to court, and that hed already sued tesco and bank of scotland so T-mobile wouldnt be a worry

[T-Mobile Tech]

Thank god life is easy in Ops. All we get to face is the odd local complaining about how bad phone masts are four your health or farmers stopping us access the masts cos T-mobile havent paid their rent again!!!

[buncel33]

i think that you can blame rede for sending those customers to tmr stores, they do occasionaly sort out a courier to pick up the handset but not always. i havnt had realy realy bad experinces, the odd customer swearing and customers that dont speak english unless you mention crditing something back, but ive had a few odd ones. i had this guy the othr day and he had a zero credit limit for like a year, he used the phone about three times in that yaear and was only then calling as to why it werent working?! lol

[adgoulty]

hi, technical support here.. ive had absolutely furious customers befor who have just recieved thier handsets but cant turn them on or charge them for some reason... have got all reved up to give me a massive b****king because it dont work and it must be all our fault.. the sound they make when you ask them if they'v put the battery and sim in is fantastic.. we like to call these the "R.T.F.M" calls.

[3point]

hi, technical support here.. ive had absolutely furious customers befor who have just recieved thier handsets but cant turn them on or charge them for some reason... have got all reved up to give me a massive b****king because it dont work and it must be all our fault.. the sound they make when you ask them if they'v put the battery and sim in is fantastic.. we like to call these the "R.T.F.M" calls.

'r.t.f.m.' we get plenty of these customers in store :D

[andrewkeith5]

good old rtfm - i dont actually work for a network (though itd be nice to work somehwere where i know about what im doing) but ive had a few interesting occurances

best one i had was a v3 that someone had dropped and completely smashed up the screen - it was about a year and a half out of warranty and on pay as you go and they expected me to be able to fix it for free in a day

[solo12002]

Its good to see that T-Mobile staff have nothing better to do that slag their customers off!

My side as a customer is I order a mobile phone and due to a disabilly phoned CS requesting to return it and be issued with another phone this was agreed.

Guess what when i returned my phone they cancelled by contract. Its a sure nice way of helping your customers. Oh yes the matter is in OFCOMS and Jeans hands as I speak.

[Mr T]

Well T-mobile in general have poor service im glad i left them for Three!!!!!

[mykiemm]

Its good to see that T-Mobile staff have nothing better to do that slag their customers off!.

Have you actually ever worked in any sort of service industry? The abuse people in phone shops have to put up with is unreal, ive been threated with muggings, threatened to be punched, sworn at hundreds of times, and had shop furnature thrown at me. So to be perfectly honnest the staff of any shops have every right to slag their customers off! What, are we supposed to put up with being abused, threatened and intimidated?

I dont work for T-Mobile but have worked for a 2 other networks in their retail stores. When i worked at 3 someone threatened to mug me to take back the money he thought 3 owed him (Because i refused to replace his phone for him after he'd had it 7 months, and had bought it from P4U), he then got angry when centre security escourted him his wife and kids from the centre and barred them all! Also had someone stand just outside the shop and swear at me because he didnt get a signal where he lived!

[solo12002]

" Have you actually ever worked in any sort of service industry"

Yes and stiill do as a nurse for the NHS.

Thats one of the points I was raising. I also accept the customer is not allways right no matter what they think, on the other hand nor is the CS. In my case I asked to return a handset due to a disababilly I have this was agreed it was also agreed that i could pick another handset.Once the hand set had been returned my contract was cancelled, and on speaking to the said CS, the person i spoke to was dam rude, told me to f off and hung up on me despite the fact that records proved there was an agreement made!

[mykiemm]

LET ME PUT BACK THE BIT THAT WAS DELETED BY ADMIN.

If i was to go into a shop and treat someone the way i have been treated, ie be threatened, intimidated, have things thrown at me, i would be extremly surprised if they wernt bitching about me. Are we as shop staff just expected to put up with being treated like this, and just live with it? NO! for one thing its against the law, and the customer is ALWAYS in the wrong when they treat us like this, so in my mind we have every right to complain about them, whether they, or their family know we are talking about them.


I know that the person on the shop floor has the least control over the situation. Working in a shop and being treated like poop by customer after customer all day long is not only very stressful but very upsetting, but it seems to be taken that we just put up with it without comlpaint. If someone treats me like <<Better not swear, or admin deletes half of your post>> have no problems with telling peolpe about it (expecially people in the neighbouring tmob shop about customers that are likley to kick off)

[andrewkeith5]

mykiemm i know that your probably quite annoyed but can you please try not to swear on the forums, as they are open to people of all ages. we do have a word replacement censor in place and i understand how you are treated at work sometimes but in my opinion and in the opinion of the majority of the users of this forum swearing can be taken very insultingly and it is not appropriate language to be using in an open forum

i might also point out that to add numbers into such words is against forum regulations, and can I please ask you to edit your post and remove the words from it, at which point I will delete this post, or I may have to contact the forum admin

thanks
andrew

[adgoulty]

no matter what job you are in, you will always take abuse from someone especialy in public service type jobs. everyone goes home at the end of a long day of putting up stupid stuff that makes you loose the will to live some times and just make fun of whats realy got at you durin the day. its the best way of coping. if we didnt everyone would just hang themselves from the nearest tree.

[bcarty]

hi mykiemm, have you not thought of trying a differant job ie not customer facing.as i work in the service industry and there are times when i feel like telling the customer to shove it,but i just grit my teeth and think never mind it will soon be home time lol.

[biohead12]

Posts edited - Keep it clean guys.

I can understand some of you are a bit miffed off, but like Andy says, this forum is for all ages.

[mykiemm]

hi mykiemm, have you not thought of trying a differant job ie not customer facing.as i work in the service industry and there are times when i feel like telling the customer to shove it,but i just grit my teeth and think never mind it will soon be home time lol.


Not really, because i do enjoy my job, its just the bit where the general public feel the need to use me as a punch bag i hate.

PS, sorry about the swearing, but theres no need to delete half my post. Are we now cencored on everything we say? Cos if we are and posts are going to be deleted because of one swear word then delete my account.

[biohead12]

It was actualy deleted because of the way the conversation was going - it looked like the beginning of an arguement. Rather than just deleted the posts, we edit out that part of the post so your point is still put across, but the "offending material" is removed.
It just helps to provide a cleaner atmosphere - nothing personal, don't worry.

I know what some of you mean when customers become aggravated. Last year I did work experience at GNER during the powercuts in the South. The next morning I had people coming up to me telling me it's my fault (I worked at Wakefield - just out of Leeds in the North!). At the end of it all I realised something. If the public don't feel in control, they will lash out at someone.

[adgoulty]

why is it assumed that we have a crystal ball at cs and tech? the number of people ive answered the phone to today and asked them how i can help and what problems they are experiencing and they actualy have said, and i quote "well you should already know!".. i understand people get frustrated if they have a problem, but there is only so much we can do. do any of my fellow staff members have a crystal ball i can borrow? do you have similar experiences?

[bcarty]

Yes this is what i get nearly everyday,and the downside is i go to customers house,s so i see the cust in person.I knock on and i say i believe you have a fault with etc etc. And 9 times out of 10 they say yes whats wrong with it. and i say i dont know i am not even in your house yet lol.So yes i need a crystal ball too lol.

[bcarty]

well i think we all know how the saying goes, "there,s nowt quee,r than folk " and that is so true :D :D


ps. now i dont believe for one min that its only me that hear's this "well if you dont fix it ill leave and go to another company" if i got a pound for everytime i heard that i would have a villa in spain now all paid for lol.
And i can't be only me that thinks well go on then leave i dont care.

[andrewkeith5]

wow...i should start sellinjg crystal balls, i'd be a millionaire...

[bcarty]

lmao at above post