Bright Spark
Posts: 482 
Location: Edmonton
Location: Edmonton
July 15th, 2006, 12:45 AM
So basic gist of my situation. I dropped my purse. Inside my purse was a pop and a my phone. Pop bursts over phone. But i am out of town, and could not get back to my service branch in 10 days. So they send the phone off to get repaired and submit an insurance claim. (I paid the supplemental). Insurance company rejects my claim because i did not report this within 10 days (moral of the story..lie and say you broke it that day). In the meantime, they could not fix my phone at Rogers either. So they are sending it back. Fine. But in the meantime, i have no phone and i can't use the loaner phone for the rest of my days, ynwim.
I am not in that window of opportunity to upgrade my phone. So i call the Customer service desk to get an exception. Molly Minimum Wage on the phone gives me the run around. But wait..she does give me an option. She could send me a replacement phone of a lesser quality than the one i bought for 99 dolllars. Otherwise, i will have to buy a new one or wait to November.
I am not satisfied with taht response, so i ask to speak to Molly Manager instead. And needless to say, i get a brand new Motorola Razr phone (newest version). She cancelled my current contract free of charge and we got a new one for 3 years. Since I was only 4 months in a 3 year contract anyways, no skin off my nose. And all i have to do is pay for shipping.
Yay me. Pigs do fly. I was witness to it. Shocked..but impressed none the less.
Moral of the story....lie about your claim..andif you still get the short end of the stick, call the CS desk...banter a bit with the person...pretent to be all indignant and ask to speak to management.
Yay.
So basic gist of my situation. I dropped my purse. Inside my purse was a pop and a my phone. Pop bursts over phone. But i am out of town, and could not get back to my service branch in 10 days. So they send the phone off to get repaired and submit an insurance claim. (I paid the supplemental). Insurance company rejects my claim because i did not report this within 10 days (moral of the story..lie and say you broke it that day). In the meantime, they could not fix my phone at Rogers either. So they are sending it back. Fine. But in the meantime, i have no phone and i can't use the loaner phone for the rest of my days, ynwim.
I am not in that window of opportunity to upgrade my phone. So i call the Customer service desk to get an exception. Molly Minimum Wage on the phone gives me the run around. But wait..she does give me an option. She could send me a replacement phone of a lesser quality than the one i bought for 99 dolllars. Otherwise, i will have to buy a new one or wait to November.
I am not satisfied with taht response, so i ask to speak to Molly Manager instead. And needless to say, i get a brand new Motorola Razr phone (newest version). She cancelled my current contract free of charge and we got a new one for 3 years. Since I was only 4 months in a 3 year contract anyways, no skin off my nose. And all i have to do is pay for shipping.
Yay me. Pigs do fly. I was witness to it. Shocked..but impressed none the less.
Moral of the story....lie about your claim..andif you still get the short end of the stick, call the CS desk...banter a bit with the person...pretent to be all indignant and ask to speak to management.
Yay.
Bright Spark
Posts: 443
Location: Sarnia
Location: Sarnia
July 15th, 2006, 01:00 AM
I'd say the pig made a good effort at a running leap... but couldn't quite get airborne. If they really wanted to demonstrate good customer service, they would have given you the replacement phone with your existing contract. That would have gotten the pig airborne in my opinion.
Anyway, I'm glad that everything worked out for you. And if you're content with your new phone and the extra four months... then I guess you can be just as happy as a pig in mud too.
Quoting
Ya know what? That extra four months on your contract probably more than pays for the phone that they gave you. I'm guessing that they signed you to a new contract just to cover the cost of the phone and maybe squeeze a few extra pennies out of you.
So basic gist of my situation. I dropped my purse. Inside my purse was a pop and a my phone. Pop bursts over phone. But i am out of town, and could not get back to my service branch in 10 days. So they send the phone off to get repaired and submit an insurance claim. (I paid the supplemental). Insurance company rejects my claim because i did not report this within 10 days (moral of the story..lie and say you broke it that day). In the meantime, they could not fix my phone at Rogers either. So they are sending it back. Fine. But in the meantime, i have no phone and i can't use the loaner phone for the rest of my days, ynwim.
I am not in that window of opportunity to upgrade my phone. So i call the Customer service desk to get an exception. Molly Minimum Wage on the phone gives me the run around. But wait..she does give me an option. She could send me a replacement phone of a lesser quality than the one i bought for 99 dolllars. Otherwise, i will have to buy a new one or wait to November.
I am not satisfied with taht response, so i ask to speak to Molly Manager instead. And needless to say, i get a brand new Motorola Razr phone (newest version). She cancelled my current contract free of charge and we got a new one for 3 years. Since I was only 4 months in a 3 year contract anyways, no skin off my nose. And all i have to do is pay for shipping.
Yay me. Pigs do fly. I was witness to it. Shocked..but impressed none the less.
Moral of the story....lie about your claim..andif you still get the short end of the stick, call the CS desk...banter a bit with the person...pretent to be all indignant and ask to speak to management.
Yay.
I am not in that window of opportunity to upgrade my phone. So i call the Customer service desk to get an exception. Molly Minimum Wage on the phone gives me the run around. But wait..she does give me an option. She could send me a replacement phone of a lesser quality than the one i bought for 99 dolllars. Otherwise, i will have to buy a new one or wait to November.
I am not satisfied with taht response, so i ask to speak to Molly Manager instead. And needless to say, i get a brand new Motorola Razr phone (newest version). She cancelled my current contract free of charge and we got a new one for 3 years. Since I was only 4 months in a 3 year contract anyways, no skin off my nose. And all i have to do is pay for shipping.
Yay me. Pigs do fly. I was witness to it. Shocked..but impressed none the less.
Moral of the story....lie about your claim..andif you still get the short end of the stick, call the CS desk...banter a bit with the person...pretent to be all indignant and ask to speak to management.
Yay.
I'd say the pig made a good effort at a running leap... but couldn't quite get airborne. If they really wanted to demonstrate good customer service, they would have given you the replacement phone with your existing contract. That would have gotten the pig airborne in my opinion.
Anyway, I'm glad that everything worked out for you. And if you're content with your new phone and the extra four months... then I guess you can be just as happy as a pig in mud too.
Bright Spark
Posts: 443
Location: Sarnia
Location: Sarnia
July 15th, 2006, 02:41 AM
Remember, you're the customer and they want your money. You're not trying to sell anything to them. They're trying to sell something to you. A lot of times the customer forgets that he/she is in charge of the situation, and they allow the salesperson to have control. If you let the salesperson have control, you're going to get screwed.
I'm guessing that you haven't received the replacement cell phone yet? If you haven't, get back on the phone and work out a better deal. Go straight to management, and tell them that you feel you've been cheated. Tell them that you feel that the customer service rep pulled a fast one on you, and that you don't want your previous contract extended. Tell them that you already had a three year contract and that you've been most happy with the first four months of the service (a little flattery mixed in with the bitching will signal to them that you're reasonable, and that you're a valued customer that they don't want to lose.) Tell them that you can't make use of the service without a phone, and that if they force you fulfill your contract obligations without the ability to actually use the service, then you'll never deal with the carrier again, and you'll strongly advise all of your cellphone using friends and family never to do business with the carrier.
If they offer you the el cheapo phone for free, reject it. Tell them that you're the customer. Remind them that they are in business to please you. Tell them that you're more than happy to just cancel your contract and move to another carrier that actually wants your business. If they threaten you with legal action, or threaten you by saying that you entered a legal contract and that they will take you to court, just tell them that you'll take your chances. They won't take you to court, by the way, it would be really bad publicity, and they'd lose tonnes of business as a result of it.
Don't give up. If you make them understand what they already know, they will give you the replacement phone without the contract extension and they may not even charge you shipping.
If you don't want the aggravation, or if you're happy with the deal you got, then just stick with what they offered you. Oddly, this is why the company wins most of the time: the customer very rarely wants the aggravation.
Quoting
What you really need to do in circumstances like this, is be really familiar with your warranty and the conditions of your contract. If you're really serious about getting fair treatment from the company, you have to be prepared to go up the ladder and to reject every unfair offer that they throw at you. Don't be afraid to tell them that their offers are unacceptable.
Well admittedly, the pig really only jumped a bit and landed in the same place. LOL.
I hate cell phone companies so *censored* much that i will take any thing that is better than the first 5 ****ty offers they give me.
I hate cell phone companies so *censored* much that i will take any thing that is better than the first 5 ****ty offers they give me.
Remember, you're the customer and they want your money. You're not trying to sell anything to them. They're trying to sell something to you. A lot of times the customer forgets that he/she is in charge of the situation, and they allow the salesperson to have control. If you let the salesperson have control, you're going to get screwed.
I'm guessing that you haven't received the replacement cell phone yet? If you haven't, get back on the phone and work out a better deal. Go straight to management, and tell them that you feel you've been cheated. Tell them that you feel that the customer service rep pulled a fast one on you, and that you don't want your previous contract extended. Tell them that you already had a three year contract and that you've been most happy with the first four months of the service (a little flattery mixed in with the bitching will signal to them that you're reasonable, and that you're a valued customer that they don't want to lose.) Tell them that you can't make use of the service without a phone, and that if they force you fulfill your contract obligations without the ability to actually use the service, then you'll never deal with the carrier again, and you'll strongly advise all of your cellphone using friends and family never to do business with the carrier.
If they offer you the el cheapo phone for free, reject it. Tell them that you're the customer. Remind them that they are in business to please you. Tell them that you're more than happy to just cancel your contract and move to another carrier that actually wants your business. If they threaten you with legal action, or threaten you by saying that you entered a legal contract and that they will take you to court, just tell them that you'll take your chances. They won't take you to court, by the way, it would be really bad publicity, and they'd lose tonnes of business as a result of it.
Don't give up. If you make them understand what they already know, they will give you the replacement phone without the contract extension and they may not even charge you shipping.
If you don't want the aggravation, or if you're happy with the deal you got, then just stick with what they offered you. Oddly, this is why the company wins most of the time: the customer very rarely wants the aggravation.
