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 Post subject: How I didn't pay for a broken cell w/o insurance
PostPosted: Fri Nov 21, 2008 3:02 pm 

Joined: Mon Jun 11, 2007 6:25 am
Posts: 120
Location: Central New York
While out in the cold this weekend my new cellphone's external screen broke. I believe it was from the extreme changes in temperature that I put it through, but I could be wrong.

I had just purchased the phone 20 days ago. I gave it to my wife to take into the local store to have it replaced, since I thought the short lifespan should be within some sort of coverage.

When my wife got to the store she was promptly dismissed after telling her story. The technician said "Your husband dropped that phone." To which she replied "No, in fact he didn't. Is there a chance this might have been caused by the cold and a preexisting defect?" He again said there was nothing they could do since I had obviously dropped the phone.

When I heard that I just about flipped. If you want to say "I am sorry but that damage isn't covered." Fine. But don't call my wife and I, customers for the last four years, liars.

So the next day I went to a different store, told them what had happened to the phone, told them that I was extremely upset that their staff had decided to call my wife and I liars to her face, and that I hoped they could show me a bit more respect today.

Result, a new phone of the same model loaded up with my contacts and an apology, for the other stores poor customer service. So the lesson here is if you don't like the answer try again. I have done this before when negotiating prices (finding a new salesman), or technical assistance (hoping you get a more experienced tech specialist on the second call). Never give up if you know you are right.


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PostPosted: Fri Dec 19, 2008 2:48 pm 
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Joined: Thu Apr 05, 2007 7:33 am
Posts: 37
Location: Baltimore, MD
This is a great tip especially if you call up a service, if the person doesn't seem helpful you can always thank them, hang up, and call again. :)

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PostPosted: Tue Dec 23, 2008 9:50 am 

Joined: Fri Jun 01, 2007 3:38 pm
Posts: 42
While this can be a good tip, if can also be infuriating to the people on the other end of the phone if you are unknowingly calling a small business. My company only has 8 employees and one of the items we sell is a consumer product.

People are forever calling and then immediately calling back, obviously trying to get a different person or a different answer. Fortunately for us (unfortunately for them) most of the things they are calling about are pretty black and white.


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PostPosted: Tue Dec 23, 2008 10:45 am 
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Joined: Thu Apr 05, 2007 7:33 am
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Location: Baltimore, MD
The tip only works with large companies where there's wiggle room in the process, if there is no ambiguity then this tip would never work. :)

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PostPosted: Mon Jan 05, 2009 2:48 am 

Joined: Sun Jan 04, 2009 5:01 pm
Posts: 44
I have to admit - if I don't get a satisfactory answer the first time (and the person won't pass me on to a supervisor or if the supervisor is not available) I WILL call back.
However, in the 2nd call, I tell them upfront that this isn't the first time I am calling, and WHY. It usually works out that I finally get a supervisor at least and either get my issue cleared up. Not always, but sometimes. I had to do this with AT&T about charges on my cell, and it took a few calls and 2 weeks, but I finally got several hundred dollars credited to my account.

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PostPosted: Thu Jan 08, 2009 2:54 am 

Joined: Mon Jan 05, 2009 1:43 am
Posts: 9
knikki wrote:
While this can be a good tip, if can also be infuriating to the people on the other end of the phone if you are unknowingly calling a small business. My company only has 8 employees and one of the items we sell is a consumer product.

People are forever calling and then immediately calling back, obviously trying to get a different person or a different answer. Fortunately for us (unfortunately for them) most of the things they are calling about are pretty black and white.


This happens to me all the time at work. I work in the credit department of a company and we get calls all the time. Problem for them is our department consists of 3 people, all within ears range. I had someone try and tell me they had a guy on the phone last month that promised them :: insert request here :: and I had to fight back the urge to laugh as we havent had a guy working there in almost 3 years. They think we are some huge call center. :roll:

The trick to getting what you want or are entitled to is to stay calm, not get defensive, and know your rights. A lot of times people in customer service/retail have a lot of power but if they dont like you they wont help you. Always ask for their name and employee number before asking to speak with their supervisor or threatening to call hq or contact the bbb. Contact their supervisor first then threaten with the bbb. Works like a charm.

Glad you got your phone! I had major problems back in the day with tmobile and just ate the cost and switched. If I had been talked to like that and called a liar things would have gotten ugly real fast. 6 years in customer service makes you almost hostile in situations like that. :twisted:


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PostPosted: Mon May 03, 2010 10:49 am 

Joined: Tue Dec 04, 2007 3:49 am
Posts: 161
Location: Australia
smilezlie wrote:
knikki wrote:
The trick to getting what you want or are entitled to is to stay calm, not get defensive, and know your rights. A lot of times people in customer service/retail have a lot of power but if they dont like you they wont help you. Always ask for their name and employee number before asking to speak with their supervisor or threatening to call hq or contact the bbb. Contact their supervisor first then threaten with the bbb. Works like a charm.


ROFL. I'd say their name and employee number are none of your business, and 'working like a charm' probably more often results in them trying really hard not to laugh.


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 Post subject: Re: How I didn't pay for a broken cell w/o insurance
PostPosted: Wed Nov 03, 2010 1:39 am 

Joined: Tue Sep 28, 2010 11:17 pm
Posts: 28
That's a great tip; however, if that doesn't work, the best way out is to lodge a complaint at a consumer grievance forum. They will see to it that you get justice; and it also teaches these huge companies to be more respectful toward customers who make them rich.


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