Hello again! Another tale from my previous job. This call was about a “Lost phone.”
Me – Me
SC – Stubborn Customer
Me: Thank you for calling [redacted], my name is Agent SpiralingViolence, and how may I help you today?
SC: I lost my phone and I would like to get a replacement.
Me: I’m sorry to hear about that, but I’d be more than happy to help you out!
Typical verification process, pulling up his account and locating which device he was talking about.
Now, ALL phone insurance plans our company offers have a deductible. Generally either 200 or 250, depending on the retail value of the phone. Most customers are never happy to find out about it, but it’s printed on the damned receipt at the time of purchase. So I don’t have any pity.
Me: Are you aware of the deductible on this plan?
Me: Well, with every insurance plan, we require a deductible for every claim made, and it looks like for your phone, the deductible will be 200 dollars.
SC: What? That’s not right, I’ve filed three other claims when my phone was broken without paying anything, why do I have to pay now?
I don’t even know how that would be possible, so I checked his account and found out there wasn’t anything in the notes about him filing any claims. I didn’t question it, but I went along with it.
Me: Sir, unfortunately, for us to file a claim today, we do have to collect a deductible. It is listed on your receipt, as well as your T’s&C’s.
SC: Just get me to a Supervisor then, they can bypass it for me.
Me: I’ll get you to a supervisor, but I assure you, they won’t be able to help.
SC: Yeah they will.
He hung up before a supervisor answered.
What’s funny was, he called us back twice. Once more to our department with the same complaint, and another to our Accidental Damage and Handling department, where they actually flagged his account for fraudulent activity. I stalked his account for a month to constantly check the status and found out he eventually filed the claim, and paid the deductible. Whatever he was doing, he finally stopped being stubborn.