From Atombomb1945, posted to RHU Sept, 2010:
Customer calls up, states that a bear ate the cables from his internet satellite dish going into his home.
So I tell him that this will require a Technician to come out and replace the lines, and it is a standard fee of $49.
Well, this customer just goes off on this statement and feels that he shouldn't have to pay for this because it was our fault that the bear ate the lines.
Ready for this? His reasoning was that if we had installed his dish correctly in the first place, the bear would never have eaten the lines.
So that is when I had to say: "Sir, I am sorry that a bear came and ate those lines, but it is not something that our technician would ever have planned for."
Well, he was less than happy with that answer, and began going off about how we should have planned for things like this, that we were a terrible company, so on and so on.
Now that he is really upset, and I am not backing down (never do) he pulls out the card that all customers seem to play thinking that they will get what they want, he demands to speak to a supervisor.
So, I have been telling my department about this via our chat line, and asked if I could get a Sup to take the call.
I kid you not; there was a fight to be the Team Lead to get the call.
In the end, my Lead takes the call and asked the customer "If a bear had climbed up on the roof of your house and ate your dish, would this be our fault as well?"
Of course he said that it would have been. He never got the free service call for the repair and ended up canceling his account the next day, threatening to sue us of course for not backing our product.
It amazes me what these people think should be covered, and how they cannot just accept the fact that things happen. Not their fault, not our fault. They just happen, but then that is part of the risks of having anything in life.
I always wonder if these people demand that a dealership replace a car that they purchased if they got into an accident.