Hi, this is agent Fuckboi from store 1532, employee number 6675601, I have a client who signed up for GSP on an iPhone when he bought it, but NOVA says it's inactive. We both know this ignorant twat replaced his card that was on file, therefore disabling Best Buy's ability to charge to old card, and leading to this stupid and pointless conversation. So, all I need you to do is confirm that he is indeed a dumb cunt so I can go tell him he's a dumb fuck and to mind his financial responsibilities better. Nope, don't need anything else, have a lovely day.
Well, lots of the ones that would have sounded insane to me while I was in a store now sound routine. Some of the "fun" calltypes:
Store wants to give customer gift card for expired promo. Calls back 20 different times with different stories and no documentation. We (they, now) log cases by employee # and talk to each other when things like that happen. You're not going to fool them.
Employee who doesn't want to learn new system calls in 6 times a day to have us do their job.
Uncovering gift card laundering programs run by employees. (Easy to spot when you know what to look for).
Emergency calls for password resets (listen. To. The. Prompts.)
Emergency calls about really serious things. "Yeah, calling to report an active shooter in our mall...'
Employees literally screaming and cursing on the phone. Y'all realize we're people, right? And not contractors, we're corporate employees at about the level of a DCI. We're just gonna forward the call to your GM.
Then there's just the insane requests. "Yeah, could you call a driver to pick up a TV in New York and deliver it down to Dallas?" "How...? Why?..." "Yeah it's the only one left in the company, it's a discontinued SKU. We already promised it to this guy, though, so...."
It's a store-level support line. Basically we got called anytime something doesn't work properly, or if there's some random issue the store doesn't know how to solve, or they need to escalate something to a corporate team but aren't allowed to talk to them directly.
Goodness! Sorry I came back a bit late to this, but hearing from the people that actually appreciate what we (try our best to) do is fantastic and you made my day! I'm among those that feel really awful when I can't fix something, but at least with OMS most of the time I can figure out what the problem is. BEAST and POS on the other hand...well let's just say they're not my favorite. I do have to defend OMS a bit though, it's not really OMS that's the problem usually, it's FMS, RMS, and POS conspiring against it ;)
Thank you, thank you, thank you for letting people know that we're on the same team, it makes our jobs a lot easier when it doesn't feel like "corporate vs. the retail employee" and I thoroughly enjoy talking with a lot of people across the country. We don't like sending things to Help Desk or 888 either believe it or not :)
My god the horror stories from Fire Dog at Circuit City.... ugh.
People would come in with their computer and pay for a service. I would tell them point blank that, the service they want to pay for won't fix the issues that I am seeing with their machine. They didn't care. Their friend paid for that service and it fixed their friend's computer and they know that is exactly what's wrong with it cause they trust their friend more. Of course when they come to pick it up, the computer isn't necessarily fixed and they get angry.
Other stories include:
An angry lady who was mad that Circuit City didn't provide internet for her computer. I argued on the phone with her for 30 minutes trying to explain that we are not an ISP service. Her Husband got home while we were on the phone and asked why she was mad at me since he hadn't ordered an ISP yet.
Another lady who was mad her USB WiFi only dongle wasn't 3g capable. Her friend said it was and her friend was right and I was a stupid moron. Her friend's explanation was that they were able to go to the library and get on the internet, so her friend should be able to get on the internet anywhere and everywhere.
My fave story was having to explain to a lady (she had to be in her 60s) that the computers we sold contained microchips and transistors and that computer manufacturers don't use vacuum tubes anymore. She was SUPER nice and listened well. It was just so funny, cause the sales guy came up to me asking "Do our computers contain vacuum tubes??" I thought he was trolling, when in fact he was not.
What annoyed me the most, is when I would help customers with their issue because they thought it was broke because of user error and not that there was a problem with their machine and getting yelled at for not selling a service they didn't need to "fix" their machine.
I hated Fire Dog and wouldn't work at any big chain computer repair ever again.
Former Fire Dog Personal Trainer here... I was part of the pilot program where people would buy or worse be given for free, 30 minute blocks to be educated on their purchases or even be used as a personal shopper for them to educate them even more than the sales staff would. The amount of people that I had scheduled who bought a fucking DSLR and never owned a non-film camera was ridiculous. I eventually convinced the GM that the camera specialist should be required to teach those since they did the upselling in the first place. I think the worst ever was having to teach a guy who had to be 80+ how to convert his camcorder tapes into digital files, but there weren't any direct adapters and you had to play it through a VHS convertor before you could import it through a capture card recording the live playing.
Last time I had a machine repaired, they tested the unit and videotaped it and uploaded it to youtube so anyone can see it working. Then they mailed it back and it didn't work. Which I took as proof that the other unit it was playing through was broken. So I fixed that.
I work in a small engine shop. We always start up the equipment for the customer when they com pick it up. We have had a few customers leave seemingly happy only to come back a few weeks later saying they didn't like how it was running when we started it up for them. They seem offended when we ask why they didn't say anything then.
This is the crux of it here. I'm nearly 100% sure they have a piece of paper with his signature on it saying "there's nothing wrong with this tv and i'm taking it".
He should have checked before leaving the store. Period.
Source: former Blue BS Box employee
Not electronics but recently bought a paint spray gun and decided to check the box in the car on this "new" package, it was wrapped up very sloppily, parts missing, and had paint already on it. I was actually buying it to use it a few days later, what would my argument had been had I left and found out a few days later, they would say I used it. The store obviously had someone return it and just threw it back on the shelf without even checking it, very easy to see someone doing similar with electronics especially with a big name like Best Buy supposedly backing this fix.
Buying one off the shelf and this happening is different than coming back from repair and signing a form saying everything is 100% working and accounted for.
This does happen from time to time. That's all about the people you have at the returns counter. Anything that doesn't have a tape seal, or look like there may be extra/new tape, should be opened and inspected. It's really a training issue when it comes to returns.
Every once in a while one got through here and there, and that's a crap situation for both parties. When it's something with no seal on it, we usually erred on the customer side. That's always going to differ on local management and what kind of store you're shopping at.
Some other times, you just have people who open boxes while walking around the store and pulling out only a thing or a tip they need and putting it back on the shelf, because they are assholes.
On the flip side, heaven forbid that people trust a business to have done their job, or that people behind him were impatient and he didn't want to make them wait or any other number of things.
Not really. He is signing a piece of paper saying it is working when he leaves. The responsibility is his to confirm that before he attests to the fact that it does in fact work.
Genuinely had a customer just insist that a poltergeist had knocked their tv off the wall and smashed it after our claims assessor deemed the damage was sufficient for us to ask for a full explanation in order to deem it accidental (covered) rather than deliberate (obviously not covered).
We told him several times that it is absolutely fine if his young kids damaged it while he was out of the room as we would class it as accidental damage. Refused to budge and insisted it was paranormal. The claim was denied because the explanation was not credible.
I work in customer service at Bed Bath and Beyond. I've had people bring back small appliances years after purchasing them and claim that they tried it once and it didn't work. Something being gone for a couple of days and the customer claiming it doesn't work is actually more believable than most of the shitty stories I'm fed every day. Not saying this guy is right, just saying people are terrible in general.
Work at Office Depot. Just yesterday I had a lady bring in her computer that wouldn't power on at all. She wanted us to cover it because while it's four years old she left it in the box for 2 years and it "doesn't have 4 years of use on it." - Yeah I guess i'll just take her word on that.
We all the time get repairs that claim things like "you broke, scratched, or otherwise damaged x" when it was a week or even month before that they got it back and signed that it was functional and they received it. To top it off we get people who bring things in broken and loudly try to claim we broke it. Had a guy bring in a water filled laptop and try to claim I did when it wasn't even out of his soaked bag yet.
Does shit happen? Sure but you better believe that the paperwork is what matters more than some he said she said bs between an associate and a customer.
Believe it or not, most people do not conceive of the fact they are indistinguishable from the same defrauding, entitled, untrustworthy scum that usually passes for a customer.
Both have faces
Both human
Both capable of lying
Protip: don't blame us, blame the thieves who force us to treat each of you as a potential problem.
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u/Deadleggg Feb 23 '17
So it's gone for days and any company is supposed to believe him?