- Uh huh, yeah.
This is.
(beep)
- Can I get your phone number?
- Uh yeah, my number is.
(beep)
- Alright, it looks like we've got.
(beep)
- Yeah, that's right.
Oh by the way.
(beep)
Just so you know, my phone automatically records calls.
I know it's like a legal thing,
so I wanted to let you know that it is doing that.
- Okay.
- So yeah.
Do you have other questions?
- What's that?
- Did you have some other questions?
- Uh no.
What can I help you with?
- Uh yeah, I ordered an iPhone last night
and we wanted to switch the payment plan
from the up front to the 24 month.
We realized we did it on accident.
We meant to do it the other way.
- The only way to change that would be to cancel
that order and place a new one.
We have no way of modifying your order.
- I'm sure there's a way.
(beep)
- No there is no way.
We're not able to modify.
The only way would be to cancel the order
and place a new order.
- We stayed up so late, though.
It was an accident.
Would it be possible to transfer to a manager?
I know it's not your fault.
- No, you wouldn't be able to do that either.
- Well can I see?
- Yeah, a manager may take a few minutes.
He is busy with somebody else at the moment, but.
- Yeah, that's okay.
- Okay.
(beep)
Mind if I place you on a brief hold
while I reach out to him?
- Yeah, no problem at all.
- Alright, thank you.
- Bye.
(upbeat instrumental music)
- Thank you for that extended hold.
This is.
(beep)
And I am a Best Buy floor support supervisor,
and am I speaking with Mr.?
(beep)
The spouse of.
(beep)
- Yes, that's correct.
- Wonderful sir.
I understand that you purchased a universal iPhone X
64 gigabytes in silver.
That purchase was made in the wee hours of the morning
at 2:37 a.m.
It looks like the status is in pre order,
pending release.
Looks like we had a failed authorization
on that credit card.
Look into the rationale there.
It looks like we had one attempt on a Visa,
the expiration date of which is.
(beep)
Looks like the authorization message there
from the financial institution is declined, sadly,
and so the timeline for this order,
the order was cast out by Mrs.
(beep)
And then it failed authorization
with the financial institution.
Of course, Best Buy had all good faith
that we were going to fulfill our end of the bargain
and keep this order in good, active standing.
However, without a method of payment,
the order just became.
- So actually I did talk to the bank
and they sent us a text message immediately
and we authorized it and we got authorization from them
and we looked up and it showed up on the account,
so we've seen the charge,
and furthermore we got another email from Best Buy
confirming that the charge was going through,
so I'm not quite clear what's going on, but.
- Okay, are we talking about the mobile order ending in?
(beep)
- Um yes, that's correct.
(beep)
- Okay, awesome.
So why don't we go ahead and try to run
that card again real quick?
Can you offer me the card information?
- Yeah, sure.
Which card did you want?
- I would like
just an active card in good, active standing
that has a spending limit that will support
the amount of the purchase that you're interested in.
- Yeah, I can give you one under my name, just in case.
I have my wife here if she needs to get on the line too,
but this should work.
Ready?
- Okay, excellent sir, card number please.
- It's.
(beep)
And that expires in.
(beep)
- Okay, so that is.
(beep)
And the expiration.
And would you be so kind as to read me
the exact name on that card?
- Uh yeah, my name is.
(beep)
- Traditional spelling?
(beep)
And then.
(beep)
The traditional spelling?
(beep)
- You got it.
- Excellent, sir.
May I have the charge sequence,
three digit charge sequence from the rear?
- Yeah, it's.
(beep)
- Okay, excellent sir.
Thank you so very much.
I'm processing this right now.
- I really appreciate your help, thank you.
- Yes sir, and I appreciate your patience.
Now this is not guaranteed.
Our status for the order is in a declined state,
but this is something that can turn the tide.
This is kind of a work around.
It's something that I like to try from time to time.
- Sure, I appreciate your help with this.
- Yeah, it's more than simply canceling
and starting over, so.
- Just did want to verify that you're doing
the installment plan, the 24 month, or the 30 month.
That was what we had originally meant to click on,
and that was the purpose of the call.
- Well let me check into that because whatever
she had clicked on is essentially what
we have just added a new payment status to,
but I can look into that and see
what we've selected.
I'm going to continue this process here,
because in the end we do want a phone.
- Yeah.
- Of some sort.
We can cancel it at any time if you don't agree
to the contract that she,
that she signed, okay, so I am going to,
to expedite our coding here
and I'm going to authorize this immediately,
pushing it through right now.
- So again, this is the one,
it's like the taxes and like the first month
or something like that, not like a $1,200 charge?
This will be like a?
- Uh, yes sir.
So what it comes down to is $101.75 with sales tax,
and that point, you know,
we're looking at.
I mean this is a universal iPhone X,
so let me see, let me see here
what you guys have selected.
That probably should have been our first step.
However, I didn't know that there was a.
- Sure, yeah.
- A question about the payment.
So I'm looking into that order right now.
Let's see.
Okay, so what Mrs.
(beep)
Has selected here is the Apple iPhone X
64 gigabyte in silver.
This is a universal iPhone,
and so it is not,
it is a contract phone, but the universal
will assign itself to any domestic carrier that you choose,
any of the big ones, and then it will be
permanently assigned to that carrier,
so essentially what you have selected here
is a $1,201.74 item, so this does not sound
like the phone you intended to purchase.
- Yeah, whatever the phone is that will work.
We don't care, we just want a phone, as you say.
- Yeah.
- So if it, it doesn't have to be universal.
It can be the AT&T one, or yeah.
- Well.
You know what I essentially do here,
as a floor support supervisor,
is I'm assisting in this call driver,
and so I'm backing up my agent here.
- Sure, sure, totally understand,
and I know this isn't your fault.
I'm sure it's been a long night with a lot of calls, so.
- No, no.
- Totally with you.
- It's okay.
This is what I signed up for.
I love Best Buy, and when we have a day like this,
they're making money and that just makes me
more valuable to them, so I don't mind it.
What I'm getting at, and I'm not complaining whatsoever,
is that to make a contract phone purchase,
essentially you're signing your name to a contract,
and so that is not an order that I or my agent
can make for you.
It would be like, you know, you telling a friend,
run down to the car dealership
and pick me up a vehicle, and you know,
fill out a loan, because essentially
instead of paying $1,201.74,
you would be agreeing to 30 payments
that equal said amount, and so that is a loan,
and so in order to get yourself invested in a loan
for a phone of this nature, you know,
you have to be the cardholder and you have to,
you know you are essentially signing to a contract,
so it really sounds like our only option here
is to cancel this particular order
and chock this up to not purchasing the right thing.
The only other option we have at this point
is to maintain the current order
and then, you know, whatever.
- I'm sure there's a way, you know, a way around this.
I mean this is, as you said,
it sounds like the order didn't actually go through.
I think that's what you said before.
- Yeah.
- So if there wasn't an initial order
that you guys somehow dropped,
then it doesn't seem like it'd be a problem
to make it right then.
If it's a problem, I know you're busy.
Is there someone else that I could talk to?
- I've got some new news for you.
It looks like the card information that we've just posted
couldn't maintain the price at $1,201.74.
- I see.
Well I have about a dozen possible credit cards,
so me and my wife also have some,
so we can try another, if you'd like.
Including in her name.
Do you want to do one in her name?
- We can attempt, we can attempt a total of three,
so we can attempt one more method of payment.
- Okay, that's fine.
- So pick the best one.
Just keep in mind that.
- Sure, I mean this card has around a.
(beep)
Limit.
I'm checking right now and we've put $700 on it,
so it's a little surprising that that's off.
But that's fine.
I have another card, brand new, has almost nothing on it,
and we could definitely try that.
- Let's do, please.
I'm here to help.
I want you to know that we're placing
this method of payment on the universal iPhone X,
so it's a total price, it's not a contractual price, and.
- No, no, no.
As I said, I thought I'd been clear.
You know, before we get there, I want to.
We talked about switching, so let's make sure
we're clear on that.
- You want to switch what?
- To the option that we'd intended
and that you guys had not, had lost,
so the contract, the non contract,
the contract phone with AT&T.
- You want a contract phone with AT&T?
- Yeah, the one that is for either 30 months payment
or 24 months payment, as we.
- Well sir, then I would need to direct you
to bestbuy.com to make that purchase
or you can go to a Best Buy store.
- Well as long as I'm on the phone,
it's kind of non acceptable.
I'd like to, if it's possible, escalate to the next level.
- Well sir, you have reached the final level of escalation.
I am a floor support supervisor.
- What did you say your name was?
- There's no further escalation.
(beep)
My name is.
(beep)
With Best Buy Mobile Back Office,
Floor Supporting Supervisor, and I am the only.
(beep)
It's a very elite team and so we do not have
a numerical designator.
That would be enough to identify me.
The first initial of my last name is.
(beep)
- Okay, thanks.
(beep)
Is there, and I imagine that you do have a boss, right?
I mean you're not the CEO at Best Buy.
You're sure there's not someone we can escalate to?
- There's no one to escalate to, sir.
- There's got to be.
It's.
It's not possible.
- Mr., Mr.
(beep)
If this is not the phone that you want,
then we need to cancel the order
and we need to make a new order.
We can't change out the item in the order
for a different item.
That's not possible.
- It has to be.
I mean this, I just consider this
very poor customer support.
I mean you guys have to do better than this,
and I'm sure you can,
and I know there's some policy in place
that's preventing you from doing that,
but I'm just positive that at another level,
you would be able to, someone would be able to help me.
- It's just not, it's just not sir.
It's like okay, let me offer you a metaphor, okay?
Let's say food.
You go and buy a pizza.
The pizza comes to your table, okay.
- Yeah, I understand, and it's not.
- I want a different pizza, okay.
That's just not how it works.
You've already made your choice
and so we have to cancel it, we have to throw this away
and make a new order.
That's the only option.
- That's just not acceptable.
- Well sir,
be that as it may, it is not acceptable,
but that is our SOP and that's what we have to follow.
That's all I have to offer here.
- Do you think it's acceptable?
Do you think this is a good policy?
- Sir, whoever made this order at two 37 in the morning.
- Yeah, it was my wife.
- Ordered the wrong thing,
and now you're making that about my agent,
and I find that unacceptable.
- Well I apologize for you finding that unacceptable,
and no, I'm just asking a question.
Go ahead.
- Well sir, if you would like this $1,201 phone,
we can try one more method of payment, okay.
But if you would like an AT&T contract phone,
Best Buy does not allow bestbuy.com agents
to order contract phones over the phone.
That is an issue where many, many things could go wrong.
I think you could understand how mobile phones
are SEC regulated, and so the contract is very important
as to who holds these.
If we allowed our frontline agents
to make purchases of this nature.
- Oh yeah, yeah, yeah, I totally understand.
- Everyone.
- So I'm not asking, I'm not asking
a frontline agent any more.
I'm asking either you or someone above you
to be able to do something like that.
I understand that it's not standard,
but it's got to be physically possible.
- Well, Mr.
(beep)
I want to let you know that there's no question here
that you haven't asked, and there's not a direction
that we can approach this, a different direction
that we can approach this,
so I want you to feel confident
that we have completely explored this situation
from every angle, and that we've offered you
the options available.
We can either offer one more method of payment
for this phone on this order,
but if you want a different order,
we need to make that order either in a store or online.
But we cannot turn this order into a different order.
That is not possible, and that is unacceptable.
- Yeah, I understand.
- That borders on illegal.
- I understand.
- I don't want you to do that.
- I understand that you cannot do that,
and that's, I'm not angry at you.
- Okay.
- It's not your fault, but I'm just trying
to get tech support for a product that I purchased
in good faith with your company
and I'm just not satisfied right now.
- Well sir, do you want the Apple iPhone X universal?
Do you want this?
It's almost an unlocked phone,
but it's going to bond to the first carrier.
- I understand what you're trying to sell me right now.
- Yeah.
- And that's not what I've asked for,
and I don't appreciate you continuing
to try to kind of trick me into getting the wrong thing
and get me off the phone.
- No, no I'm not trying to trick you.
- So I really would appreciate.
- Do you want me to cancel this order?
Do you want this or not?
- No, I don't want you to cancel the order?
- No, then I'm canceling it now, sir.
- No, I don't want you to cancel it.
I would like you to take me to someone who can help me.
- Sir, I can help you.
You need to make the order for the device
that you actually want.
I'm very sorry, but either you or your wife
made a mistake and you ordered the wrong item.
That's what happened.
- This is just unacceptable.
You know, I called.
This is actually the seventh time I've called
and I got transferred, they gave me Apple Computer's number
and I waited on hold for 45 minutes with them.
It's been about five hours since I started this,
and so I just, I can't tell you how frustrating this is
trying to deal with Best Buy.
And so I really just want to get some resolution here,
and I, you know, I just want to figure something out,
and I know it should be possible.
- Mr.
(beep)
I just don't understand how you can make this mistake
about someone else.
- What's that?
- You accidentally ordered the wrong thing.
That's what happened.
That's all that happened.
It was a mistake.
Don't beat yourself up over it,
but moving forward, we need a new order.
I know what this is about.
You don't want to lose your place in line,
but the place in line, you're in the wrong line.
You want to be in line for a contract phone with AT&T,
you're in line for a universal iPhone 10.
We can't go to the front of the line
and change what the line goes to.
That's just not possible.
It's unreasonable.
- I just don't think it's unreasonable
and I just want to get some resolution.
Can you put me through to someone higher up?
I'm sure there is.
- There's absolutely no one else, sir.
And I'll tell you, one thing that I can offer you
is we do have email to corporate.
This is above bestbuy.com, this is above
our brick and mortar store,
and if you go to bestbuy.com,
you can go to the very bottom right hand corner
and you're going to see a link.
It's going to say give feedback
and there's going to be an alternating
plus and minus sign there.
It's kind of flashing with brackets on either side.
- Well yeah, you've been great,
so I would give you very good feedback.
I really appreciate your help with this,
but again I, my problem hasn't been solved,
so I just want to, I don't want to hang up
until we have the problem solved.
- Sure.
Well sir, the options that you have suggested
are not possible.
- Is there some sort of,
I mean I'm assuming there is a way
to get discounts or separately to make the price the same,
or something along those lines,
that would make it the same thing.
- Well sir, we do have a gift card program.
We do have rewards points,
but those items are reserved for customers
that Best Buy has slighted in some way,
and all that's happened here is you've accidentally made
an incorrect purchase.
The purchase is in good, active standing.
It's a healthy order.
- I thought you said that it wasn't.
Actually at the beginning you said this wasn't healthy,
you said it had been lost.
- Well sir, the method of payment is unhealthy.
If we add a, we have one more chance
to add a method of payment that will cause this
to go through, and then you'll have
a universal iPhone 10 64 gigabyte in silver,
but the cards that you've offered
will not support a purchase of $1,201.74.
- I just feel a little slighted, I guess,
and I know it sounds like.
- I understand.
- You don't think so, but if there's a way
to make this discount for me,
that would make me very happy.
- Well sir, essentially you've gone to the marketplace
and you bought an orange,
and you got out the front door and you said,
dang, I meant to say apple.
That's all that happened here.
How have you been slighted?
- You don't think I've been slighted?
- No sir.
- Well I guess we can agree to disagree on that.
- Yes sir.
- But it doesn't change the fact
that I would like to talk to someone higher up
to see if they disagree.
- Well Mr.
(beep)
There's absolutely no more escalation to be done.
I promise you that.
- This is only the second level.
I mean.
- This is the final level, sir.
I'm the manager here.
I'm telling you right now that the options
that you're suggesting,
it is illegal to do what you're saying,
to change the item on an order to another item.
That is unacceptable, and out of everything
that we talked about and discussed.
- Now I'm not asking you to do that, though.
Now I'm just asking for a good faith discount program
that you mentioned does exist.
- Sir, and I do not feel that this requires
any sort of credits or any sort of good faith program
of any sort.
I'm very sorry that you purchased the wrong item,
but I'm telling you how to fix this.
We can offer a method of payment to fix this order
or you can make a different order.
I'm sorry you ordered the wrong thing.
- It's just not acceptable.
- Why?
Please explain yourself.
- I just feel that Best Buy isn't treating me
like a good customer.
- More than a customer, I think you and I have
a responsibility to one another,
as grown men, to be logical,
and more than that, we have a responsibility
to be good neighbors to one another,
and you know that I am at my place of employment,
I am trying to offer you the quality service
that you deserve.
I have integrity, Best Buy has integrity.
All I'm asking, sir, is that you step up
and you show the same integrity
and explain yourself, how have you been slighted?
And if you can give me a good reason
as to why I should offer you a good faith anything,
then I will.
What have we done?
- It's just, I think it's pretty clear,
and you know I do apologize.
I don't mean to make this personal
and about you and me.
It really isn't about that.
I really do appreciate the help that you're giving me.
It's really just about the phone and making it right
because it just doesn't seem right to me.
- Can you please,
you know, follow through with that thought?
How does it not seem right to you?
- It just doesn't seem right what Best Buy
has put me through, all this time on hold
and hanging up five times,
and trying to trick people.
It's just, I just don't find it acceptable.
- How were you tricked, sir?
- I think there's been ample things going on
in this call that I would characterize as kind of tricks.
- I disagree.
I'm sorry.
I've tried to be very clear,
I'm trying to be very thoughtful and kind,
and I definitely have tried to communicate effectively,
and so.
- You have, and I totally understand
that this isn't your fault at all.
You're doing a great job and, you know,
I think your company has put you
in a really terrible situation,
and yeah, I do apologize for that,
and I don't mean to make this personal at all.
It's not that.
I just want to get, I just want to get my wife a phone,
you know, and.
- No, I absolutely understand.
- Family, my young daughter in the background.
It's just been a tough night.
- Sure, sure, and I empathize with that.
I mean, we're talking about family here.
Family's important to me, I.
(beep)
Being the man, the protector, getting things done,
and maybe the option of providing a credit card
right now that is going to support a full charge
of the entire phone at once is not a possibility,
and so we need to find some other way around it,
but what that's going to look like
is that's going to look like getting into the queue
right now, which my estimations are,
is that you'll probably see this phone
sometime after Thanksgiving, to be brutally honest,
and regardless of how you or I feel about that,
that is the fact of the matter,
and so as the provider of your family,
as the man, it's up to you to break that news to them
that that's, that's the, that's what the chips
will fall where they may, you know, essentially.
You know, I'm not trying to
talk down to you in any way.
I mean I hope that this is helpful on some level,
but I can't turn this universal phone into a contract phone.
That is illegal.
And I can't order you a contract phone
because that is illegal.
And these are things.
- Is the discount illegal?
It seems like the discount wouldn't be illegal.
- The discount is not illegal, sir,
but that is for customers that we have slighted,
and trust me, that does happen.
We do break orders, you know,
just like in any business.
We do make mistakes, but to be fair to every customer,
when you do receive a discount or a credit from Best Buy,
that is for a very specific purpose
and it should have meaning,
and to give that away to someone who has,
you've spent a lot of time,
I can see that in your call log, in calls,
and I see in the notes, that.
- It just seems.
- That you've spoken to that probably weren't
really thrilled to take your call.
I'm sorry for that.
Today was a rough day for them,
it was a rough day for you.
- Yeah, I know, I know.
- The iPhone 10 came out.
It was very difficult, sir.
- Sure, sure.
- And so for that purpose, I would offer you,
I would offer you a $40 gift card
and that is a token that you can display
to your family, to your wife, and say this is what I got
on my phone call, this is what happened today.
I would suggest that you ask me to cancel this order,
and I will.
And if you do that, you can make the order
on bestbuy.com for the phone that you want.
I would recommend that you call your financial institution
and let them know what you're preparing to do.
I also suggest that you call AT&T
and let them know what you're preparing to do,
and when you call AT&T, they'll probably snag the sale,
but I'm fine with that.
I just want you to be happy, Mr.
(beep)
- Yeah, and to be honest, I don't know
how to answer that question.
I feel like I've been misled.
I don't know what to say that would,
I just worry that something bad might happen,
so maybe we should just hang up.
- Well sir, I'm here to answer any question
you might have about your order,
about your account.
This order itself, we have one more attempt
to provide a method of payment,
and then after that, the order will cancel itself.
Okay, we can physically cancel it right now.
That's an option that you have right now.
This pre order pending release status
is never going to become anything else,
and in 24 days, it will auto cancel,
so essentially it's going to cancel.
This is going to fail unless you provide
a method of payment that will support $1,201.74.
- Can I put you on a 30 second hold
to talk to my wife about this
to see what she thinks we should do?
- Uh, yes sir.
Please take your time.
I can actually hold for up to 120 seconds.
I'd be happy to do so.
- Okay, appreciate it.
Thank you very much.
- You're very welcome, Mr.
(beep)
Không có nhận xét nào:
Đăng nhận xét