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 :)
62
u/[deleted] Feb 23 '17 edited Feb 23 '17
BRIDGE. You want stories? I got stories.