A tech support supervisor, from what we figure to be Apple, has stepped forward to break down some behind-the-scenes workings with his underlings who sometimes make both his and consumer’s lives difficult. For instance, one of the reasons you might be on hold so long is agents using fake work codes to avoid taking calls. Also, we know that metrics rule the call centers, but, in one of the confessions, he talks about how not only is it important to not go over your average handle time, you also can’t go too far under. Just strive to be perfectly average, and you’ll go far…
insiders
Cablevision: Techs On-Time Or You Get $20
By 4.18.08
A Cablevision tech support rep told us that if your Cablevision tech arrives past the service window, you’re entitled to a $20 credit (this press release supports it). And if you’re in the Bronx or Brooklyn, you can get a free month of cable TV if the tech shows up late (this is applied on a case-by-case basis but it is possible. Should the tech pull a noshow, call customer service and speak to a supervisor, who may offer you credits (usually $40-$50) or a free month depending on your customer history. Inside, Which customer service number to call, based on the first four digits of your account number:
Internal Documents Show Why Verizon Isn't Fulfilling Advertised Discounts For Tens Of Thousands
By 4.18.08
These internal Verizon emails, sent by the same insider and as a a followup to “LEAKS: Insider Says Verizon Isn’t Fulfilling Advertised Discounts For Tens Of Thousands,” shows why some of our readers have complained about Verizon offering them one price and billing them another, and then being inflexible in offering service credits. It appears to show that Verizon mailed out a half a million “Blitz” promotional rate cards, then decided it was an error and pulled the offer from the computers. Then Verizon let people get the advertised offers, but only if the customer specifically asked for it. Around the same time, on March 3rd, management cuts the discounts reps can give to $150. Two weeks later, it’s $50. Two weeks after that, it’s zero. Even if a customer was overbilled and legitimately deserved a credit, tough titties, Texas, you weren’t going to get it. Verizon insider’s explanation, rebuttal to the response by Verizon PR pointman John Bonomo, and the internal emails, inside…
Citicard Exec On Ending Universal Default: "It's Like Telling People You Stopped Beating Your Wife."
By 4.14.08
I was talking to a high-up marketing type person from Citicards recently and she wanted to know what Consumerist readers were complaining about with regards to the little plastic devil she pushes. She told me how Citicards had recently stopped doing Universal Default, which is where if you’re late on your payments with one creditor, other creditors get to treat you like you defaulted with them and spike your APR. She said she was personally appalled after finding out that her company had the policy in the first place, but then struggled with how to tell customers about it, because, she said, “It’s like telling people you stopped beating your wife.”
Secret Document Reveals How To Be A Taco Bell Superstar!
By 4.14.08
If you, like so many grade-school children, dreamed of one day working at Taco Bell, but worried whether you had the technical aptitude to master their complex procedures and delicate processes, study this Taco Bell insider document, snagged by ANIMAL, and possibly the most scintillating of all the leaked materials we have ever posted, and you’ll have a leg up on all the former i-bankers clamoring for the same position. Flowchart in full glory, inside…
7 Confessions Of A Sears Electronics Salesperson
By 4.9.08
A Sears electronics salesperson has generously offered to share some insider knowledge of how the game is played at Sears.
Confessions Of A Hedge Fund Manager Redux
By 4.9.08
n+1: So can you tell me what happened with Bear Stearns? What were the steps?
Exclusive: AOL's Collections Guide Encourages Agents To Lie And Deceive
By 4.5.08
An anonymous tipster sent us AOL’s 153 page internal collections guidebook for prying money out of delinquent account holders. The guide shows that AOL is following some of the debt industry’s most egregious collection tactics by encouraging agents to deceive and lie to customers. After the jump we present AOL’s scare tactics, tricks to negotiating a substantial discount, and the full collections guide.
Interview With ATA Insider On Day His Airline Went Bankrupt
By 4.3.08
ATA airlines abruptly ceased to exist this morning, leaving travelers to scramble for refunds and alternate booking arrangements. An ATA insider took time out from looking for a new job to give The Consumerist the inside scoop:
11 More Confessions Of A Circuit City Firedog Tech
By 4.3.08
Yet another valiant former Firedog writes in to share insider info that will help you successfully navigate the rough waters of big box computer repair. The most important takeaway—Don’t let them “preinstall” anything on your new computer. According to our tipster, it’s both expensive and pointless. Lots of good stuff inside.
LEAKS: Best Buy To Purchase Wal-Mart
By 4.1.08
Some shillyshallying office worker came across some papers jammed in the Best Buy shredder that purport to show that Best Buy is going to buy Wal-Mart. Normally I wouldn’t sully the pages of The Conglomerist with such treacherous murk, but, irregardless, the news is just too good to keep to myself. If true, this would be the best thing ever to happen to consumers as two of the most kickass companies in America combine forces. Just thinking of of the cost-saving efficiencies provided by the vertical integration makes pleasure crystals ooze shoot out from my pores and explode all over my cat’s face (don’t worry, he’s ok). Oh, and so he can be fired, this traitor’s name is Ryan Smith
Confessions Of A Debt Settlement Company Worker
By 3.31.08
After spending a year (one of the worst of my life) working at a debt settlement company, I feel that I am obligated to warn as many consumers as possible about how badly you can ruin your financial situation by using one of these companies. My new job is at an all natural bakery, I no longer wish to swerve my truck into a tree on the way to work. Debt settlement is the process of eliminating your debt by ceasing payment to the creditor, and then negotiating with the card companies or collection agency to pay less than the balance owed. The debt settlement company charges a rather hefty fee for this service; however, the consumer should be saving money on the deal because they are paying significantly reduced balances to clear their debt. This is how it is supposed to work. This is not how it usually works.
Former Sprint CSR Tells All
By 3.31.08
A man who worked on the front line of Sprint’s customer service department sent us some dirt on what goes on over there, including officially designated fake supervisors, obnoxious personal notes left in your account from your last call, and credit quotas of about $2.50 per call. “I was once punished by a Supervisor and written up because I was giving too many courtesy credits. Apparently Sprint doesn’t feel that being transferred 7 times and then hung up on is worth $10 in return.”
Manager Defends Retail Renting As Valuable Sales Tool
By 3.29.08
A former camera store manager came forward to defend retail renting as a common tactic that helps drive sales. Retail renting is when a customer buys a pricey item like a prom dress with the intention of returning it later. Our completely unscientific poll shows that 70% of you disapprove of retail renting, but our tipster insists that it is a victimless crime and a valuable sales tool. Our enlightening chat with the former manager, inside.
LEAKS: Best Buy Internal Doc Says Their "Extended Warranties" Are A "Myth"
By 3.28.08
An internal Best Buy training document sent to The Consumerist reveals Best Buy’s position on the “Extended Warranty” debate. Best Buy says they don’t sell those pesky “extended warranties” that get so much bad press— instead they sell “performance service plans.” The document also instructs Best Buy employees on how to sell these warranties to Upscale Suburban “Barry” and “Jill.” It’s important for consumers to be familiar with these tactics so they are able to recognize them while shopping in a high pressure sales environment such as Best Buy. Understanding the sales pitch puts you on equal ground with the salesperson.
LEAKS: Insider Says Verizon Isn't Fulfilling Advertised Discounts For Tens Of Thousands
By 3.27.08
A mysterious letter was anonymously faxed to our headquarters by a self-described “disgusted” Verizon customer service rep angry at how he/she says Verizon is screwing over landline customers. Here’s the highlights of his gut-spilling:
- 30,000+ people nationwide have still not received the free HDTVs Verizon promised new FiOS triple-play subscribers
- Verizon totally screwed up the “blitz” promotion, leading some customers signing up and not getting their discounts, others getting too much discount, and others not getting their discount for months
- Employees issued over $1 million in credit in January ’08, double what was given out in Jan ’07
- $250 in discretionary credit has been reduced to $50
- Internally, Verizon refers to customer service reps who give out “too much” credit due are called “offenders.”
10 Confessions Of A Telephone Tech Support Quality Assurance Guy
By 3.19.08
Read in awe as a former Quality Assurance Specialist divulges the deepest, darkest secrets of outsourced technical support centers. Learn what happens to “rogue” call centers who refuse to give terrible customer service, why the tech support guy stops listening to you after you say certain keywords, and so much more.
The 10 Lies A Door-to-Door Alarm Salesman Tells
By 3.19.08
Taylor sells home alarm systems door-to-door, and he is the devil, lying, manipulating, and preying on customer’s fears push a product. Now he has stepped forward to confess/brag about his sins: [More]
