Not Fair!

"Democracy is a process by which people are free to choose the man who will get the blame."

- Laurence J. Peter

 

 

 

 

Of Things Not Fair

 

 

I'm a technical support agent for AT&T, and for the most part I like my job. Just not today, and it's all because of one customer (for the purpose of this post we'll call him Jim). Jim was transfered to me in a confrence call with an Apple support agent (we will call him Bob). Bob started the call explaining who he was and who Jim was and the reasons behind the call. They were as follows. . .

 

1. 
   
   Jim has the iPhone (The iPhone sucks, its a great ipod touch and computer, horrible phone.)
   
   
   
2. 
   
   Jim is upset because he can't use his iphone as a phone because it dropps calls all the time and he has horrible reception ect. . .(Reference side note from bulliton one as to reasons for this.)
   
   
   
3. 
   
   Jim is also upset becasue he has replaced the iphone four times and it still doesn't work (He wasn't smart enough to realize after the second phone that its the phone that is the problem not the network, speicaly because his wifes and daughters "cheap" phones bother worked properly.)
   
   
   
4. 
   
   Jim is angry that he has to pay so much for a service that doesnt work. (See reasons why in the side note for bulliton one.)
   
   
   
5. 
   
   Jim feels like we are conning him because another helpfull AT&T agent (We will call this one Steve) told him that if he got the iphone 3g s that would solve his problem. Jim got the iphone 3g s and it doesn't work any better. (I still don't know what kind of logic Steve was using. Anyone who knows anything about phones would know that takeing one phone that is a network killer like the iphone 3g and switching it with a more advanced network killing phone like the 3g s isn't a solution. It is my opinion that Steve has been dealing with stupid customers for so long that by way of osmosis he has absorbed so much of their stupidity that he is no longer capable of useing common sence.)
   
   
   
6. 
   
   Jim wants a phone that works for free and without getting a new two year contract or to cancle his three lines for free.
   
   
   

So after that Bob, Jim and I talked about the possible reasons why the phone doesnt work (I left out the part about the phone being a complete piece of crap.) and what are options were. After much to do and going back and forth between talking to Jim and my manager (Just shy of a two hour call), we came to an agreement we would cover up to $200 on any new phone of his choice and he would pay the difference, and we would do this without extending the contract. Jim decided this was ok and said that he wanted to go to a store so he could look at the phones and see witch one  he wanted. He asked me to call him back in three hours so that he could tell me witch one he wanted to order.

So I dutifully called him back in three hours expecting him to tell me what phone he wanted. Instead he says that decided to cancle anyway and was going back to verizon.

Isn't that nice?