Four workers identified in "F*** you" text messaging incident

Four workers identified in
After we reported about a New Zealand Telecom customer getting one nasty text message from her wireless provider after voicing her dissatisfaction with her service, the individual(s) responsible for it have been identified. It's actually not the first time this kind of act has happened because an investigation into the matter by the Telecoms company uncovered that at least 5 customers were sent a text message saying “F*** you customer”. There was a lengthy investigation launched by the communications company's fraud and technical team that traced the nasty text messages to four workers from their outsource partner Manila Sitel. So far the individuals that have been identified to be involved were suspended pending further investigation. The Telecoms company also contacted those customers that were targeted with the nasty text message and apologized to them as well. In addition, they plan on assisting them and keep them updated on the investigation and its outcomes. The employees were found to use a tool call eTXT which provides the ability to send a text message to a mobile phone from any computer around the world. We're not sure why these employees didn't have the slightest inkling before sending those messages out that it could still possibly be traced back to them in some way.

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22 Comments

1. Kiltlifter

Posts: 742; Member since: Dec 11, 2008

It doesn't matter. Australian Telecom needs to play back the recording of each of those calls. If the assholes.... errrrr customers in those incidents were mean, belittling, or swore to the rep on the other line, the customer has no business demanding retribution. If I worked at a retail store and a customer swore at me and wouldn't leave, I would tell him after the third incident to get the F*ck out of my store. The "three strikes, your out" rule should apply everywhere. So if I was a store manager or rep, and a customer punched me, am I not allowed to defend myself? I would beat the sh!t out of a customer if they hit me and drag their broken ass out of my store, and I would encourage ALL of my employees to do the same. Self defence phyiscally and verbally is justified. If you are "big" enough to use foul language or physical violence in a professional situation, don't complain when it turns around to bite you in the ass later. Granted these were outsource employees, but my statement stands.... KARMA! These employees don't deserve it if the customer swore even once during the conversation. If the customer didn't swear at the employee, then I would agree with the punishment... to an extent.

3. rjt185

Posts: 257; Member since: Jun 11, 2009

Yes it does. The Customer Service Rep is PAID to be a REP, not to retaliate. If they had lost their cool while on the phone call, then perhaps it was a heat of the moment thing that can be excused. But the premeditation behind taking the time to send out a text shows a blatant disregard for company policy and general decorum. If they indeed are found guilty of sending those texts, the deserve to be fired.

4. Kiltlifter

Posts: 742; Member since: Dec 11, 2008

And if you as a company defend the ignorance of morons and assholes and fire employees who have to put up with that kind of crappy behavior, then you are punishing the wrong person. If I ever owned a service industry I would refuse my service to anyone who doesn't deserve it. VZW has been known to disconnect assholes who are abusive to their employees. If you lay down and suck the **** of the customer who doesn't deserve it society dies a little. So based off of your response society is bascailly flat-lining.

5. Kiltlifter

Posts: 742; Member since: Dec 11, 2008

What I am trying to say is... that the WORLD as a whole should stop accommodating people who do not deserve any sort of accommodation, no matter who they are, what they do, how much money they have. Just because you donate $100 million to cancer research, you still do not have the right to treat people badly, and if you do treat someone badly, you should fear the retaliation that would ensue. If every cell phone carrier, retail outlet, service industry, restaurant around the world punished customers that deserve to be punished by refusing service, people would straighten up REAL quick. I bet if could walk into a store you ran I could whine and complain, get aggressive and yell and insult and get anything I wanted including the panties you are wearing.

9. rjt185

Posts: 257; Member since: Jun 11, 2009

Well it doesn't work like that! You can't declare society is dead because of a few bad apples. It's not "society's" fault that some individuals get a false sense of entitlement because business adopt the "customer is always right." I've worked in the service industry all my life, dealing with drunken idiotic freshmen at Penn State to unruly customers at the Dollar Store whose demographics only suggest trouble. I never once acted on whatever hate I got spewed or throw at. But as long as you're clocked in and on company time, there's absolutely no excuse for that kind of behavior. You might refuse service to anyone who doesnt deserve, guess what, your competitors wont, so what are you going to tell your employees when they have to be pink slipped because profits aren't where they should be? Society flat-lined the day some idiot business man told them that the customer is always right and the customers ate it all up ... unfortunately ... it's just a percentage that ruined it for the rest of us.

11. gba2000

Posts: 49; Member since: Dec 28, 2008

What sucks is that customers who whine, yell, and curse usually get what they want. Where as ones who are kind and accept things are getting screwed. Because it would cause bad "PR".

14. Dood

Posts: 269; Member since: Mar 23, 2009

When I was working in the CS for Verizon I personally cancelled 3 customer lines that were harrasing our call centers. It's policy backed by the contract. My managers supported me 100%. ((The fact that I was escalation tier probably helped, though.))

15. Dood

Posts: 269; Member since: Mar 23, 2009

So Kiltlifter was right? We could walk into your store and complain our way to better prices because as customers we are right? Come to my store and see how many discounts that gets you. We are in the black because we don't back down. And whose demographics only suggest trouble? What kind of racist shop are you running? You never acted out, but based on your post you sure did think it out. And Kiltlifter: Unless he's wierd, as a guy he probably isn't wearing any panties. That was a bit uncalled for.

18. Kiltlifter

Posts: 742; Member since: Dec 11, 2008

Dood, Yes, yes it was. But if the shoe fits... rjt wear seems to wear it.

22. rjt185

Posts: 257; Member since: Jun 11, 2009

Boxer briefs, never really been turned on by cross dressing. Sorry to dissapoint.

2. iHateCrapple

Posts: 734; Member since: Feb 12, 2010

Agreed! However i prefer to kill em with kindness, you know that super d**Khead kind of kindness where you just want to punch the guy in the face? Yea, i'd love for a customer to lay a hand on me so he can go to jail with his jaw wired shut and possibly pay my way through college!

6. ILOVEtechnology unregistered

iHateCrapple your uneducated and retarded! you can't fight you vagina!

7. Kiltlifter

Posts: 742; Member since: Dec 11, 2008

THIS STATEMENT IS GREAT!!!! I LIKE HOW HE INSULTS YOUR INTELLIGENCE WITH IMPROPER WORD CHOICE! "iHateCrapple your(you're) uneducated and retarded! you can't fight you vagina"

16. Dood

Posts: 269; Member since: Mar 23, 2009

Who would fight a vagina anyway. I great them with open arms!! And that's where I try to come from Crapple. Keep up the good work.

8. corporateJP

Posts: 2458; Member since: Nov 28, 2009

Kiltlifter, I hear you, brother. But you might be just a tad harsh...LOL. I'm with iHateCrapple a little more on his demeanor in handling the situation. And remember, the guy back in the day that said "the customer is always right" was dead WRONG!

10. rjt185

Posts: 257; Member since: Jun 11, 2009

They were wrong in teaching that to the masses which gave them an inflated self of entitlement that's the vain of absolutely every human being that works in the service industry. But, as an "internal" policy, it's not wrong to make sure you keep your customers happy ... it just SUCKS when the customer is acting all high & mighty since they "know" that's the policy.

12. Kiltlifter

Posts: 742; Member since: Dec 11, 2008

And that is why the GLOBAL policy needs to change rjt. I am not insulting your customer service skills, I am questioning your inability to see a bad policy and demand change. Even one vote can turn the tides of an election, one person standing up for what is right can change a neglected and needlessly outdate policy. VZW also stopped doing the 3-strikes rule on phone exchanges because bad apples that knew the policy were flagrantly taking advantage of their kindness, so everyone loses out because of a few assholes. Stop rolling over and taking it in the ear; fight back! If not to your customers because you are afraid of upper management and executives, but fight the system itself and make them see the corrupt and outdate policy to change it... QUESTION AND CHALLENGE EVERYTHING!

19. PapaJay224

Posts: 866; Member since: Feb 08, 2009

Kilt Lifter is right, we have built a society of Leaches, Lemmings, and Whiners. We used to be based on "Store Front" technology, where the "customer was right" AND you could refuse service to anyone. But it was because it was YOUR business, and that business you built was on the foundation to provide a service or a product that people will need to buy so you can make money. Customer satisfaction just keeps the customer coming back, but not at the cost of free. For every whining gimme gimme customer it costs your company money to satisfy that need so that customer will return. You are socially refilling the TIT and telling the consumer where the milk is...Well who wants that customer? I sure as hell don't, this guy was right...YOU BOUGHT MY SERVICE, YOU CAME TO ME! You don't call me and mis-treat me, you don't call me and abuse me, and you certainly don't patronize me about a service you chose. Case and point children is this: We are all functioning pieces to this society, you wouldn't talk to a elderly woman this way, your mom, a child even. It isn't right. And if this person called and said these things to these people they were only doing it because they KNEW the other person couldn't do ANYTHING about it, and look who won, the whiner customer, still in the pool of volatile ass holes swimming around waiting for there chance to make the news. I would have done the same thing, circle that person around to a few other companies who wont take his shit and see how they learn to talk to people on the phone. Case and Point I'm done,Kilt lifter +10 rjt185 -10 (probably the guy who got the text message. lol)

21. rjt185

Posts: 257; Member since: Jun 11, 2009

Oh no, not -10, I'll go cry now that my life has come to a screeching halt.

13. boriqua2000

Posts: 258; Member since: Mar 11, 2009

the customer is always right

17. Dood

Posts: 269; Member since: Mar 23, 2009

Where do you work. I want to shop there.

20. Manifest78

Posts: 7; Member since: Nov 10, 2009

rjt185 is correct. To put it simply it is professionalism. In customer service if you are "abused", verbally or physically there are steps that the company will take to protect you and your job. While you are on the clock you do not just represent yourself you represent the corporation you work for. Defending yourself and becoming the aggressor once provoked are two different things when you are on the clock. You will not last long in the professional field not being able to control your emotions. Remember business is never personal? None of those employees are worth the negative press that new Zealand Telecom just received.

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