So this just happened literally 10 minutes ago. I work for a large telecom for background.
Me: obvious who you think
TLDR AT THE BOTTOM
Me: hello thanks for calling &^* my name is Bella (not my name) how can i help
eb: I want your retention department
me: Ok I can definitely help you
*exchange of personal info*
me: what’s going on with your services/account?
eb: the wifi doesn’t reach my sons room the tech told me i need some device that’s like $10 a month.
me: oh ok I know exactly what it is. Its called eero. If the wifi isn’t reaching there it sounds like you definitely need this.
aside: this isn’t us trying to sell something this would actually be super beneficial especially with kids. ANYWAY
eb: I don’t want to pay more! I just paid installation and the price is awfully high already.
note again: she pays $48.xx a month hasn’t even paid her first bill installation was pretty standard $50
me: well if you want to try it out I can give you a month free.
eb: A MONTH FREE REALLY THEN I’LL HAVE TO PAY FOR IT AFTER I WANT IT FREE FOREVER!
me: well ma’am we can give free service forever. we wouldn’t stay in business if we did.
eb: IT’S ONLY $10 THAT’S NOT A LOT. I want to cancel
me: well im sorry you want to cancel and I’d hate to see you go….
eb: IF YOU HATE TO SEE ME GO YOU’D GIVE IT TO ME FOR FREE! I WANT YOUR MANAGER
me: ok let me place you on hold while I get one
note: right before I hit hold eb: IM SICK OF HER
So I got her a supervisor and lo and behold the supervisor won’t give it for free, eb is calling to disco monday!
tldr: customer wanted free equipment and got pissy when we wouldn’t give it to her.