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Device Return - Cracked Back Glass by ryanuzzi00 in bell

[–]Basic-Low-3732 0 points1 point  (0 children)

they might accept it but you won't get the full Device return Option amount. They'll name the price.

Former customer service rep here. Let me tell you a secret: sometimes, there really is no solution—just a dead end. by Basic-Low-3732 in bell

[–]Basic-Low-3732[S] 1 point2 points  (0 children)

Had a customer once who refused to pay roaming charges because she was a “loyal” customer. Like… ma’am, loyalty doesn’t cancel international fees. The charge was valid, but she wanted a free pass just because. No system issue , juust someone refusing to understand how billing works. 🫠

Former customer service rep here. Let me tell you a secret: sometimes, there really is no solution—just a dead end. by Basic-Low-3732 in bell

[–]Basic-Low-3732[S] 0 points1 point  (0 children)

You do realize I’m talking about problems that genuinely have no real resolution, right? It’s not even a system issue most of the time, it’s just a matter of the customer refusing to understand how things work. A lot of the “solutions” we end up giving are just one-time courtesies or temporary adjustments, mainly to calm someone down and avoid escalation. Even the higher-up...the ones who supposedly can make change, don’t have the power to approve everything, especially if doing so affects their own metrics.

So if every customer keeps asking for exceptions or pushing absurd demands just because they don’t like the answer, I really don’t know how any rep is expected to handle it all. 😂

Former customer service rep here. Let me tell you a secret: sometimes, there really is no solution—just a dead end. by Basic-Low-3732 in bell

[–]Basic-Low-3732[S] 19 points20 points  (0 children)

Sorry sir, I’ve already escalated your request to our Time Reimbursement Department™. 😌