So literally just got off the phone to this guy and it was quite the fun conversation
WB = Whiny brat
WB: Hi, my phone has stopped charging etc etc
Me: I’m sorry to hear that, we can get that replaced for you as it is in warranty. That will take 3 – 5 days and someone will come and collect the phone and drop off the new one.
WB: 3 – 5 DAYS?! That’s too long, I need this replaced TODAY
Me: I’m sorry but I won’t be able to do that today. It doesn’t usually take that long that’s just how long I have to advise.
WB: No, I can’t wait that long, I wanna claim on my insurance!
Me: (the insurance company we use has closed their call centers and are doing email only) Okay, I can give you their email address to contact them.
WB: What?! NO!! That’s take even longer! Can I just change the handset, I don’t even like this phone.
Me: It would need to be within 30 days of your upgrade to change the phone. (he upgraded just over a month ago)
WB: But I only received it a few days ago?!
Me: Okay, I can check that for you, I will need to contact our dispatch team. They usually take about 2 hours to get back to me.
WB: But what of it’s outside the 30 days?
Me: Then I will need to do the replacement.
WB: Give me the email for the insurance, and I’m telling you now I won’t be paying any excess!!
Me: Okay, you’ll have to take that up with them.
WB: I don’t understand why it will take so long. My friend told me that by law you have to replace it within 3 hours! Is that no true
Me: No that’s not true sorry
WB: I can’t be without a phone, I know for a fact that you can send a new phone out today and it can be with me tomorrow.
Me: I’m afraid we can’t at the moment. Due to the pandemic all of our stock is being dealt with directly with our suppliers and they will want to have received the broken phone back before they will send the new one out.
WB: What? There’s no way I’m giving them the phone without them giving me the new one.
Me: I’m sorry but that’s just how they do things, I can’t change that.
WB: If it is within 30 days then what then?!
Me: I will need to get the sales agent to call you back and he will discuss changing it
WB: Can I speak to him now?
Me: He hasn’t started working yet and there would be no point speaking to him until I get that information from dispatch
WB: Well I will be calling you back bang on the 2 hours
Me: If you can wait for me to call you back I would appreciate that. (I don’t want him to waste someone else’s time if they haven’t replied yet)
WB: No, you said 2 hours so if I don’t hear from you by then, I will be calling back
Me: Okay, is there anything else for you?
WB: No thanks, I will speak to you in 2 hours.
Me: Thanks for your time, I will speak to you later.
FUN MONDAY MORNING!!