I take chats for a cell phone carrier. C is the customer. What I’m not including I’m here are the several times she completely stopped chatting with me so I asked her repeatedly if she was there, and she didn’t respond until I sent her text messages. For all her complaining about her phone not working she certainly seemed to be able to see my text messages. What my summary doesn’t convey is that this whole conversation took almost 90 minutes. This all happened yesterday.
C: MY PHONE SCREEN IS BROKEN PLEASE HELP ME.
Me: Oh, no! That’s awful! I will be happy to help you today. I do see you have device insurance which will cover getting the screen repaired.
C: I NEED IT FIXED RIGHT AWAY I CAN’T GO WITHOUT A PHONE. CAN I GET IT FIXED TOMORROW?
Me: You will need to contact our insurance carrier and see when they will be able to do the screen repair. Their phone number is XXX-XXX-XXXX, and their website is (link).
C: WHAT IS THEIR PHONE NUMBER?
Me: Their number is XXX-XXX-XXXX.
C: HOW AM I SUPPOSED TO CALL THEM IF I DON’T HAVE A PHONE?
Me: You can also file a claim through their website (link again).
C: I REALLY NEED THIS FIXED RIGHT AWAY. I CAN’T GO WITHOUT A PHONE. DON’T YOU UNDERSTAND?
Me: I completely understand how important it is to have a working phone. Please reach out to (insurance carrier) to get the screen repaired.
C: BUT MY PHONE ISN’T WORKING HOW AM I SUPPOSED TO CALL THEM?
Me: Please use their website (sends link again.)
Eventually she files a claim and finds out they won’t be able to fix the screen until next Monday (it’s Monday evening right now.) She starts panicking even more and threatens to go to another carrier. She starts saying she hates her current phone, an iPhone 7 Plus, anyway, and wants to switch to Android. We start going over her upgrade options. She still owes $366 on the iPhone but if she gets the screen fixed she can “early upgrade” and return the phone to clear out the remaining device payments. I explain this to her three times without her getting it until I lay out exactly the procedure.
A. I order her a new phone, on device payments, waiving shipping and the upgrade fee because she’s already crazy escalated. She’s in an area where she doesn’t need to pay sales tax up front, so she wouldn’t have to pay anything today to upgrade.
B. She gets the new phone Wednesday.
C. Next Monday she gets the screen on the old phone fixed.
D. She returns the old phone to us, screen repaired.
E. We clear off the remaining $366 she owes on the iPhone.
F. She goes off to her trip to Florida the following Wednesday she was freaking out about not having a phone for.
She was OK with this, and we go over upgrade options. She wants a Pixel XL. I explain we only have Pixel 2 XLs. She’s ok with this, because she has to have the “latest and greatest”. (I’m not sure she has the latest and greatest, but I’m not going to tell her that.) We go over storage size options and she decides to consult with her husband. He tells her the Pixel 3’s are being announced on October 9th. She asks when she can buy it, and I admit we don’t have the exact date but probably at the end of October.
C: I decided I would rather wait so that I can have the latest and greatest phone. I want a phone right away but I would rather wait. I’m also going to cancel my claim with the insurance carrier. Have a great day!
(She closed out chat then.)