I’ve never posted something online to complain about a product or a service in my life, but today I decided to. I got my first bill and there were some fees I didn’t understand. So I made an appointment online, where I was able to opt ‘to discuss my bill.’ Today, I went to the store and I talked to the representative whom I had purchased an iphone6 on a two-year contract with.
Last time I met him, he seemed to me the kindest person in the world. However, I asked about the bill today, he totally changed. I went there simply to ask about the fees, not to complain about them. I should have just called the customer service, in retrospect. I went there because I remembered he had been kind the other day and I had other things to take care of . Also, I prefer a face-to-face conversation to a phone call one. It turns out that it was the worst choice I have ever made.
The representative started insisting that he had explained about the fees last time saying, “I went through the paper (the two-page paper he gave me) very thoroughly and I definitely told you about the fees.” I told him he didn’t and he didn’t believe me. He said, “Go and look at the paper I gave you.” When I got home, I looked at the paper, and there is no information about the fees, of course not. If he had explained, I would not have visited the store today. He seemed upset, but told ME that I should not be upset. I was upset, not because of the fees, but because of his being upset made me upset.
I clearly said, “I’m not coming here to complain, but just to ask about them. The fact that you didn’t tell me before doesn’t mean that I’m going to pay. I wanted to know about the fees and make sure that it is a one time thing.” After I told him that he didn’t inform me of the fees three times, he said sorry, which was not sincere at all. Anyone can tell whether a person is actually sorry when he/she says that. He humiliated me because of that lousy $40.
I also asked about my iphone purchase. He had told me that it would take three weeks when I pay for it. However, my order status says more than a month. Once again, he got upset saying, “it’s not my under control. You should talk to Apple.” I believe it is true. However, he could have said more nicely without being upset. Here is my conclusion: he is nice to a customer only when he gets a commission from the conversation he has with the customer.
P.S: I didn’t reveal his name and the store because he has all the information on me, which makes me worried and that's why I couldn't go and talk to him again with the paper he gave me the other day.