Lady calls in wanting to change shipping address of a preorder so a new iPhone XS gets sent to her son’s address instead of hers. Expensive phones need a signature upon delivery and she was going to be out of town. Original order had her address since the agent who placed it was apparently having difficulty with our system finding her son’s address.
Little extra info: I was working on a day off because of mandatory overtime so I already didn’t want to deal with this shit. Not exact quotes, but you get the idea.
Me = me of course WSUC = won’t shut up customer
Me: Thank you for calling large carrier, my name is D0nkeyTamer, may I have your first and last name please?
WSUC: My name is WSUC and you I got an email saying my son’s phone is going to be shipped! I won’t be here!! You have to change it now!!
Me: I’m sorry to hear tha-
WSUC: I NEED IT FIXED NOW I DON’T KNOW WHY YOU COULDN’T USE THIS ADDRESS INSTEAD!!! (she lists off some college compass with a non-standard address)
Had the account populated pre-verified, I’d have been ready to copy down the corrected address down.
Me: Let me se-
WSUC: AMAZON DOESN’T HAVE A PROBLEM DELIVERING TO THIS ADDRESS WHY DIDN’T YOU GUYS TAKE THIS ADDRESS??! I WON’T BE HERE!!!
She goes on this loop for a good 5 minutes until I get fed up looking at the validation screen since I need her pin to even do anything.
Me: Ma’am..ma’am! If you want me to help you I’m going to need your pin to even see what’s going on with your account.
WSUC: My pin is xxxx…Amazon finds my son’s address just fine what’s the problem?!
Me: (muted mic – This isn’t Amazon you idiot) Your account is loading, let me pull up the order. What type or phone did you order?
WSUC: Can’t you see it?!
Sorry our systems are slow AF and your account was literally loading in. You could not be a donkey and answer the damn question.
Me: I’m waiting for your account to load in and I’m asking because I need to know if it’s a preorder or just a regular upgrade.
WSUC: What’s that? I don’t know what that means!
Me: The new iPhones went on preorder recently and in order to make sure those get shipped on time, I’d need more info to further assist you.
WSUC: It’s some iPhone…XS I think? Oh geeze I don’t know I need it delivered to my son I won’t be here!!!
At this point she goes on about how I wouldn’t be able to help her since a supervisor wasn’t able to. Remarks show no sign of a sup, probably just another agent she was transferred to at some point.
Me: Reviewing the order, I can get this resolved in a few minutes, I’ll just need to fill out a ticket for you. If you don’t mind, I’ll need to place you on a brief hol-
WSUC: UPS SUCKS WHY DO YOU GUYS USE THEM I DON’T HAVE A PROBLEM WITH FEDEX UGH AMAZON NEVER HAD A PROBLEM WITH MY SON’S ADDRESS WHY DOES BIG CELL COMPANY HAVE DIFFICULTY WITH THIS ADDRESS I WON’T BE OUT OF TOWN!!!!!!!!!
Geeze lady, can you like STFU for 2 minutes and let the person working on their day off try to help? At this point I let bluntness slip in because the last place I want to be on a day off is at a call center dealing with this garbage.
Me: I don’t have any control of which carrier delivers your package. If you want me to help you, help me help you by giving me your son’s address so I can fix this.
WSUC: It’s (insert address here) I won’t be he-
Me: I know, you said that multiple times already. I’ll be right back shortly.
Before she could repeat the same thing for the 100th time, I put her on hold so I can actually work. Got the ticket submitted so the package goes to her son and tracking info said package wasn’t shipped yet – right on time to ensure everything is good.
After the hold, I guess she had time to realize how obnoxious she was being since her tone was less aggressive. Did the usual goodbye script and was surprised I didn’t just hang up on her.
At my center, you can leave 59 mins early without pay at the expense of an absentee stat hit. Given it was my day off, forced overtime and my absentee stat is fine – I left after 2 hrs instead of the full 3. This lady tested my patience. Order your shit from Amazon next time, geeze.