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Unhappy customer gets a nasty text from a Telecom representative?

Posted: , by John V.

Unhappy customer gets a nasty text from a Telecom representative?
No one is impervious to the daily grind of dealing with unhappy customers dishing out their dislike about the service they are getting with their cell phone. Everyone definitely has a bad day every now and then, but apparently one Telecom representative took it a bit too far. There was a New Zealand women who complained to her wireless provider, the Australian Telecom, about receiving poor cell phone service – which basically took hours for text messages to reach family members. Instead of getting some kind of courteous gesture, the woman was greeted with a nasty text message saying “F*** you” from the company. It's quite serious when the mayor, Michael Laws, took it upon himself to take up the case for the woman, named Vanessa, after she called in during his Radio Live talkback show.  "Vanessa did complain after receiving the offensive text and tracing it to the Telecom call centre. But that complaint has remained dormant," says Mr Laws. The Australian Telecom came back with a statement saying that "an urgent and detailed investigation into a complaint that a customer received an abusive SMS text, allegedly from a Telecom customer service representative". They're taking the matter seriously by going as far as saying that if the message was sent by a Telecom employee, they would immediately be fired on the spot.

source: Stuff via Textually

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posted on 20 Oct 2010, 01:45

1. allboutverizon (Posts: 66; Member since: 20 May 2009)


Doesn't make it ok, but I am sure she was probably rude and absurd for the company to send that back to her. She prob told half a story, I bet she she left out the yelling and cursing from the conversation. When I worked Call Centre, I got cussed out so many times for things that was not my fault. I sucked it up and never took it personally. I would ignore them when they started yelling or cursing and tell them "Mame or Sir if you're going to curse, and yell I can't help you, and will be obligated to end this call". Never did I think of sending a text message to say F*** you lol. So it's still wrong they did that. They only said what CSR's think.

posted on 18 Feb 2010, 01:23

6. Kiltlifter (Posts: 742; Member since: 11 Dec 2008)


I think if you are an asshole you deserve to be called an asshole... If you call in to a call center and swear, just once, the representative should be allowed to swear back, call you an asshole, a dumb f*ck, moron, idiot, etc. If you are stupid enough to take what is supposed to be a professional business encounter and ruin by being an ignorant asshole you deserve what's coming. I agree she probably started out the conversation by being a f*cking bitch and screaming and insulting the representative to make them want to send something that mean... or maybe she is just that big of a bitch that she sent it herself and is out to get Australian Telecom in toruble for some reason.

posted on 18 Feb 2010, 07:01

8. rjt185 (Posts: 257; Member since: 11 Jun 2009)


I guess the modicum might be different, but at least in the US, the "customer is always right." And no matter how nasty or absurd the crazy woman was ... the employee (if they did) had no grounds to text that and should indeed be fired on the spot. I've worked Customer Service at a Dollar Store, Penn State Commons, and non-profit ... I've heard some of the most horrid things ... but I bit my tongue and only used sarcas/wit to deal with it as opposed to an all-out offensive counter-bitch best. In the end ... it's the employee's job ... they get paid to do that ... they need to suck it up.

posted on 18 Feb 2010, 07:54

9. biggles (Posts: 213; Member since: 15 Oct 2009)


Hard to justify this behavior because while the woman was representing herself, the CS representative is just that. A representative of the company. You can't do this. Perhaps the rep was on the way out and didn't care. The woman can lodge her complaint and the company should deal with it appropriately. But as far as contacting the mayor and making a big deal in the press, well if I were the company and I had a recording of her being obscene (calls are sometimes recorded for training purposes), her call would "accidentally" get released. There's more than one way to say "F*** you" again, you know, without actually saying it. ;)

posted on 18 Feb 2010, 13:20

13. Kiltlifter (Posts: 742; Member since: 11 Dec 2008)


rft, By allowing people to behave that way with the "customer is always right" mind-set, is what encourages assholes to act more and more like bigger and worse assholes than they already are. If we kicked every asshole or bitch out of every store they complained, or denied them service ifor their patehtic behavior, they would eventually have to stop being an asshole as they wouldn't be able to hold a bank account, or a cell phone, or allowed to shop for clothes in the mall. The problem with assholes is they feel they are entitled to be an asshole, and continuing to serve someone who doesn't deserve it perpetuates their ignorance, and their bad behavior. If a child keeps screaming because he wants candy and you always give him candy, he will always scream.... if you let him scream or punish him (without beating him) for his behavior, he wills top screaming. It is basic neanderthalithic behavioir, and it deserves to be punished. So in essence, everything you said is completely and utterly wrong.

posted on 17 Feb 2010, 23:58

2. corporateJP (Posts: 1760; Member since: 28 Nov 2009)


I'd love to hear the other side to the story before passing judgement. 10 to 1 odds that "Vanessa" isn't exactly Mary Poppins.

posted on 18 Feb 2010, 00:19

3. numberonenygfan (Posts: 211; Member since: 19 Oct 2009)


lol touche jp, i agree i work in a call center right now and i can tell you its worse then trying to help old ladies fit new denchers. that telecom rep shouldnt have done that .. but i can tell you it must have felt damn good... id love to tell some of my customers to "f" off.. but if i did i wouldnt have a job.. and neither will that guy haha

posted on 18 Feb 2010, 11:50

11. Hotzb22 (Posts: 103; Member since: 30 Mar 2009)


same here priceless

posted on 18 Feb 2010, 00:27

4. SamTime (Posts: 253; Member since: 07 Nov 2009)


If you can't handle taking the abuse from angry, abrasive, abusive customer, CS probably isn't the right place for you anyway. I'm not siding with anyone here, just saying its probably a good time for that rep to move on.

posted on 18 Feb 2010, 00:46

5. Galen20K (Posts: 517; Member since: 26 Dec 2008)


LOL PRICELESS!!! I bet she deserved it.

posted on 18 Feb 2010, 01:36

7. boriqua2000 (Posts: 47; Member since: 11 Mar 2009)


the coustomer is always right!!!

posted on 18 Feb 2010, 13:08

12. corporateJP (Posts: 1760; Member since: 28 Nov 2009)


Whoever said that initially was WRONG.

posted on 18 Feb 2010, 11:46

10. easytochris (Posts: 126; Member since: 21 Jan 2010)


So i used to work for retention at T-Mobile, and a buddy of mine got fired because this guy called in wanting to cancel a line on his account because it was his ex wifes line (recently divorced). the guy was being a rude jackass and was completely condescending to my coworker so after he had enough, my coworker said "no wonder your wife left you." Granted i had more respect for him for doing that, and it makes a good story, i can understand why a company feels the need to terminate employees that do not represent them in a way that they want to be perceived. However, when you call in, the person helping you is doing just that, trying to help you. I can't think of a legitimate reason that i would yell at someone that is trying to help you. Even if you do find a reason to be mad at someone, i wouldnt expect someone on the receiving end to take a lot of abusive for very long. For someone to knowingly risk their job to send that sms, and nobody can tell me the individual didnt know the potential consequences because anybody who has worked customer service would know, i would say it is safe to say he had to put up with a lot of grief.

posted on 18 Feb 2010, 14:32

14. scorpio85 (Posts: 160; Member since: 16 Jan 2010)


Wow I wish I could say that to some of my customers working at a cell phone carrier store.

posted on 18 Feb 2010, 15:42

15. servo086 (Posts: 7; Member since: 18 Feb 2010)


I hope he/she gets away with it.

posted on 18 Feb 2010, 22:27

16. Nobodey (Posts: 63; Member since: 03 Jan 2010)


I admit, I've thought about it. Would never do it, but I've thought about it. I however would be smart about it. Use a spoofed phone number or maybe just a google voice #.

posted on 19 Feb 2010, 15:46

17. cansler (Posts: 136; Member since: 07 Oct 2009)


This world is full of instant gratification, and the minute, nay, second people are not instantly gratified, they want heads to roll for it as if this entire planet revolved around them. I was at a Toys R Us with my son, and the only checkout was the customer service lane that deals with catalog orders, and returns. There was a family at the counter, another couple, and my son and me in the line. This woman comes in, looks at the line and stands right at the counter next to the family being served. Those of us in line looked at her and then at each other and smiled. Then another family got in line behind us. The clerk notices what's happening and alerts the woman "Ma'am, the line's over there" she has the gall to say, "But I'm just returning something. Isn't this the returns counter?" He says "yes but these customers are also in line and this is the only checkout right now." He then politeliy resumes helping his current customer. she butts in again, "Can't I just do a return?" He repeats where the line starts and calls for checkout backup. She then says in a huff, "I'm not going to stand in line just to do a return!" Knowing full well, a return will probably take more time than a normal purchase. Then she demands to talk to a manager! Complaining that it is rediculous for the customer service lane is the only checkout lane. When the manager gets up there, he repeats that the line is over there. and she goes on and on about how she shouldn't have to wait in line to do a return when they don't have returns and should be at another checkout. This goes on for about 5 minutes. Meanwhile the clerk finally finishes with the customer, calls up the next couple in front of me and I was going to be next. She goes off! Then the ultimate comeuppance: Another lane opens and the cashier calls me over. That lady would have been next but the line continued to grow and she is still arguing with the manager. She doesn't realize she just waited anyway, probably longer than she should have. If only there was a lane just for her. A toll booth just for her, a gas pump just for her, a table at the restaurant just for her...

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