Radio Shack Screams Nonsense On Phone With Rebate-Seeking Customer

He said that my check, which I had been expecting since November will not be rushed, and began screaming like a deranged person if there is “Anything else Sir?” over and over.

That’s the unprofessionalism Daniel experienced trying to find out when his rebate check from Radio Shack was supposed to arrive. Because of this, and the duplicity of Radio Shack in initially saying his rebate was denied, Daniel is submitting a complaint to the BBB, The NYC Consumer Affairs Bureau, the NYS AG office, and, of course, us.

His letter of complaint to Radio Shack, inside…

UPDATE: Perhaps a happy ending is around the corner?


Daniel V writes Radio Shack:

I have submitted a rebate form to you within the time frame specified on the form (11/13/2006). Then, about a month later I was sent a letter informing me that the submission was late. That was impossible, since the post office is in my work building and I witnessed the letter date stamped. When I called to complain about it, a CSR named Naomi immediately agreed and said that I would be receiving the check within 2 weeks. That conversation took place over a month ago. So today I called again. I was on hold for about 20 minutes and your representative named Patrick (with a very heavy Spanish accent?) answered and told me that the check will be mailed in 4 weeks from today. When I informed him that the check should’ve been received 2 weeks ago, he said he’s sorry for the miscommunication and that there is nothing he can do. I asked to speak with a supervisor, and he responded that no supervisors were available. I asked the name of the supervisor, he refused to give it to me citing company policy. I asked to be transferred to anyone senior, and again was refused. His tone of voice and manner of speech are the most disrespectful I have ever heard from any phone representative. I again began to press on speaking with a supervisor, and Patrick, almost laughing, told me that if I wanted to speak with his supervisor, I’d have to wait 30 minutes. I then, asked to speak with another representative if no senior reps were available. He again said that the wait time would be the same 30 minutes. At that point I asked for his ID and call center location. The info I was given is that the center in Minnesota, and Patrick’s ID#: 53812. He again refused to let me speak with anyone else. He said that my check, which I had been expecting since November will not be rushed, and began screaming like a deranged person if there is “Anything else Sir?” over and over. I couldn’t even reply for nearly a minute.

I don’t know what kind of help center Radio Shack is running, but to me it felt more like a hotline for demeaning Radio Shack customers, where your employees have a free-for-all, and help themselves to let go of their personal issues or problems at the expense of your customers. Also, I believe that Radio Shack is in violation of the rebate agreement. It’s been nearly 3 months since the rebate was submitted, and yet no check was sent.

Your rebate tracking website has been showing a “Pending” check #: XXXXXX for $20 and yet no check issued or sent. My rebate tracking ID: XXXX-XXXX-XXXX

As a result of this blatant disrespect of your customer, and violation by Radio Shack of its rebate agreement I will also submit this letter to the Better Business Bureau, The NYC Consumer Affairs Bureau, the NYS AG office, and, http://www.consumerist.com – a consumer protection website.

Disciplinary action must be taken against your CSR, Patrick, and I do expect an official apology from your company. This whole incident was not a miscommunication. It was clear lying and disrespect!

Respectfully,

Daniel V.

— BEN POPKEN

Comments

Edit Your Comment

  1. strandist says:

    Wow. Now that’s what a complaint letter should look like. Too bad there’s no recording of this deranged Patrick.

  2. rubberpants says:

    “No, I will not give you all of my personal information in order to purchase some batteries.”

    Radio Shack’s never been too great with customer service: with everything from commissioned employees to draconian catalog spamming.

  3. homerjay says:

    Oh that would have made a great recording!

  4. terrin81 says:

    I learned a long time ago not to use Radio Shack for anything that may require a rebate, only smaller electronic parts (when I don’t have time to run to a different store).

    Loved the letter and can’t wait to hear RS response though.

  5. pediddle says:

    Really, I don’t blame Patrick for being insane. If working in a RadioShack call center is anything like working in a RadioShack store, he has every right. From top to bottom, RadioShack doesn’t give a damn about their employees.

    This is why only clueless highschool kids are willing to work for barely more than minimum wage. Despite promises of commission, the only way for a salesman to make any real money is to bombard you with offers for cell phones and satellite TV (ever wonder why they’re so damn insistent, even if you already have a cell phone?). Advancement is a joke. Training is a joke. The products are jokes.

    By systematically weeding out any employees who might have a clue (who can easily get a job elsewhere), RadioShack is responsible for its own bad customer service – not Patrick.

  6. GenXCub says:

    Fixing Terrin81′s post:

    I learned a long time ago not to use Radio Shack for anything

  7. Demingite says:

    RadioShack used to ask for a name and address for every single purchase (which slows down checkout, of course), down to $0.39 batteries. And when you’d refuse, it would upset the clerk. And, yes, it was for the purpose of their catalog spamming, a practice for which they were notorious.

    And also, yes, in the past, at least, their employees were incented to squeeze every cent they could out of a customer, and sales attributed to an employee was monitored down to the penny (which interferes with cooperation between employees).

    Everything is relative — I find RadioShacks to not be as creepy as they used to be, but they still are not run in a consumer-friendly way, and they get less business from me as they otherwise could as a result.

  8. Daniel_V says:

    Update:

    This morning the Radio Shack website magically showed my check as mailed. I guess this letter I sent to them did work. By the way, I found out that rebates are not processes by Radio Shack. Patrick lied to me. Processing is done by a vendor, http://www.web-rebates.com As far as I’m concerned, it’s still Radio Shack’s responsibility to find and award contracts to reputable vendors. This vendor is far from reputable.

  9. a says:

    Ooh, Ben, call them up and ask for Patrick!

  10. piratesam says:

    I just recently started working at a Radio Shack in my hometown. I have been shopping at this store for many years, and I have had friends that have worked there and managed the store. So I figured, what the hell? I need a job. While I would much rather support a local business owner who carries these products (there are none), I live in a small community and a lot of the customers who come to my RS store are friends and neighbors. I would just assume to quit and go somewhere else if someone in the corporate structure told me to start “selling aggressively”. I won’t do it. Some customers come in to buy some batteries, and thats it. They don’t want or need anything else. “Thanks for coming in. Have a great day!” is my response to them, and I mean it. So far, I haven’t had to get a zip code for simple sales. That used to annoy me too! In the short amount of time I have been working there, I have seen my manager go above and beyond the call of duty to assist the customers with sales, service, problems, questions, and returns. He wants all of us who work there to give customer service above all else. I guess from what I have read here, my store is different. I don’t blame Daniel for being upset. If it had been me, I would have started a search for “Patrick”, and stapled that letter to his forehead! For me, I’m sorry you had a bad experience with the company I work for. It embarrasses me, but I learn a lesson from it. That lesson is – customer service.

  11. smccon3531 says:

    Well, I have worked as an assistant manager for RadioShack for about a year and a half. Rebates are a pain in the butt regardless of where you get them from, we generally have no control over rebates even ones on RadioShack products. The new CEO is also downsizing and outsources most positions so trying to get anyone who speaks english is ridiculous. Congrats on pushing the rebate through. And I am sorry RadioShack sucks. I never take names unless its a big product that may be returned or a service plan may be put onto it.