Just Let It Go Already!
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Ok, I work for Stream, activating radios for Sirius Satellite Radio. Apparently, we have some people who do something for Sirius who work for Dial America. Now I don’t know if the problem is that the Dial America people aren’t being given very much training (No Joana, this isn’t pointed at you LOL) or what, but someone called me tonight wanting to know why her radio didn’t work.
She gave me the name of the person she last spoke to – which didn’t match the name on the notes on the account. She told me about all this information that she was given by the rep who then proceeded to tell her that she would be placed on a yearly plan. Fine. Except she wasn’t. She was put on quarterly plan, which was then set to deactivate 3 mos after it started because, according to the notes, the customer did not want the plan to automatically renew. Plus, the customer was told she could buy an XM radio and activate it through Sirius as soon as the merger went through, as well as that she would receive, in the mail, information about all the different plans we would have to offer her.
The problem is – the merger wasn’t yet complete at that time. We had NO information on it whatsoever. This customer was told completely false information – and of course, when I tried to assist her and get her radio activated again, and I went over all the plan information, she then said that I hadn’t given her any options. As far as she was concerned, we didn’t give her any information or options if they weren’t in writing. She wanted an actual physical contract.
Sirius doesn’t do that. We went around and around for an hour and a half. I was off at 9. I left at 10:30. She finally ended the call saying she wasn’t getting anywhere with me. Exactly…and she won’t get anywhere with anyone else she calls because anyone who tells her anything other than what I was saying is flat out lying to her. I even had a supervisor with me, listening in, and shaking his head at the fact that she couldn’t get it through her head.
Plus, she would not let go of everything she was told by the Dial America representative. So yeah, I’m about ready to pop someone upside their head.
Note: The reason I know it was a Dial America rep was that the operator ID in the notes has a DA behind it – for Dial America. *sigh*
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