How's this for a de-escalation technique?
Cust: "BUT I HAVE INSURANCE ON MY ACCOUNT! I'VE ALWAYS HAD INSURANCE ON MY ACCOUNT! YOU HAVE TO SEND ME A NEW PHONE!"
Me: "I'm sorry Ms Customer. Looking at your GSM account, I don't find that you ever had insurance coverage on your GSM phone."
Cust: "THAT'S BULL$H1T! I'VE BEEN PAYING FOR IT EVERY #&*&#)_ MONTH SINCE I FIRST GOT SERVICE!"
Me: "I do show that you had insurance when you had your TDMA account, but you did not activate insurance on your GSM account."
Cust: "NO, THAT'S WRONG. IT WAS ON MY AT&T BILL LAST MONTH AND THE MONTH BEFORE AND THE MONTH BEFORE!"
Me: "OK, I'm looking at your bills for the last three months and you definitely have not been billed for insurance. I'm looking at previous equipment and plans o...
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Me: "I'm sorry Ms Customer. Looking at your GSM account, I don't find that you ever had insurance coverage on your GSM phone."
Cust: "THAT'S BULL$H1T! I'VE BEEN PAYING FOR IT EVERY #&*&#)_ MONTH SINCE I FIRST GOT SERVICE!"
Me: "I do show that you had insurance when you had your TDMA account, but you did not activate insurance on your GSM account."
Cust: "NO, THAT'S WRONG. IT WAS ON MY AT&T BILL LAST MONTH AND THE MONTH BEFORE AND THE MONTH BEFORE!"
Me: "OK, I'm looking at your bills for the last three months and you definitely have not been billed for insurance. I'm looking at previous equipment and plans o...
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Me if it was the first time they tried to file a claim, i would trust then charge them 4.99 for insurance from date the activated on gsm up till now them get a refurbished phone then debit 35.00 bucks on top as a deductible.
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I think the additional fees plus deductible would cover the cost of a refurb phone. 🤣
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not_in_halifax said:
I think the additional fees plus deductible would cover the cost of a refurb phone. 🤣
The funny part was i had to do that like 6 months ago, she had a 3595 Im, so i had to charge her 4.99 for like 14 months, so almost 70 bucks, plus the deductible of $35.00, and you know the ABSOLUTE BEST PART, she just renewed her contract the day before, so for adding 1 day on, she got the phone for free. 😈
so we made like $105.00 off her, which she was fully aware of, as to the "free" phone, having to pretend she had insurance by charging her for it, then advising like the ins. comp. charge her $.35.00 deductible, it was AWEsome call. 😈
She even thanked me for working ...
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So... you sent her a free phone AND got to charge her $105 for deductible and back ins fees? Wow. Had I been her, I'd have said, "just send the free phone and add the insurance now!" Well, I guess she just wanted to pay it on principle. Funny because most of the people I talk to WON'T pay stuff on principle. hehe
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not_in_halifax said:
So... you sent her a free phone AND got to charge her $105 for deductible and back ins fees? Wow. Had I been her, I'd have said, "just send the free phone and add the insurance now!" Well, I guess she just wanted to pay it on principle. Funny because most of the people I talk to WON'T pay stuff on principle. hehe
Se she didn't know she was getting for free, i explained to her that we had to charge her for the insurance from when it was supposed to be added till now, then charge the deductible then send her out the phone, it just happened she extended her contract so the phone was free with extention, that way it avoided the having to credit for the cost of the phone, plus the compa...
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Tactfully: it's great! You were calm, clear, and concise. You defused him well. Way to go.
Unfortunately you cannot back date insurance -- any insurance. Car, life, health, house, or phone insurance etc. is dated for a reason.
Back dating coverage so a peril is covered is called FRAUD! I'm surprised you got an AWEsome call or whatever for your lack of regard for the law.
The best thing you can do in this situation is advise your client to purchase insurance on his new phone (there's always a free phone deal going on). Take the blame, he'll never know who you are but he will respect you for not passing the buck.
Bottom line, it is illegal to back date insurance. The insurer can and very well will sue. Can you afford that...
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Unfortunately you cannot back date insurance -- any insurance. Car, life, health, house, or phone insurance etc. is dated for a reason.
Back dating coverage so a peril is covered is called FRAUD! I'm surprised you got an AWEsome call or whatever for your lack of regard for the law.
The best thing you can do in this situation is advise your client to purchase insurance on his new phone (there's always a free phone deal going on). Take the blame, he'll never know who you are but he will respect you for not passing the buck.
Bottom line, it is illegal to back date insurance. The insurer can and very well will sue. Can you afford that...
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Yeah although true, the insurance wasnt backdated, as we are not insurance providers. They just billed him like he was and charged him the $35 fee, like he would incurr through insurance and waived the price of the phone. Something we would do if it was our error the insurance wasnt added.
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