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(The Consumerist)   Yes, Bob Amazon needs to call us   (consumerist.com) divider line 25
    More: Fail, boost mobile, Amazon, boosting, last name, Jeff Bezos, Amazon needs  
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4280 clicks; posted to Business » on 27 Nov 2012 at 7:46 PM (1 year ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2012-11-27 05:36:06 PM
I find myself having difficulty with suspension of disbelief on that one. No one could POSSIBLY be that stupid; surely a whole customer service phone ba-----

... never mind. I can't even type that with a straight face.
 
2012-11-27 05:58:16 PM
The stupidest part of the whole story? They contacted Amazon to get a new phone that they're still planning to use with Boost.
 
2012-11-27 06:11:54 PM

exick: The stupidest part of the whole story? They contacted Amazon to get a new phone that they're still planning to use with Boost.


Boost may work just fine. I'd replace the ironing board.
 
2012-11-27 06:21:37 PM
Bob Loblaw?
 
2012-11-27 08:24:33 PM
seriously? XD either Boost hires clueless people or they do not pay them enough to give a shiat.
 
2012-11-27 08:56:56 PM
img38.imageshack.us

Everyone at Boost is as dumb as Shake?
 
2012-11-27 09:34:10 PM
It's hard to imagine a somewhat-English-speaking CSR in the Philippines or wherever else isn't familiar with Amazon at this point
 
2012-11-27 10:15:13 PM
Consumerist article, so I automatically assume the person writing is a dumbass.
Why, after the first time Boost told them the phone was already on the network, did they not call Amazon? Amazon has such a generous return policy and good customer service any moron would know to just let 'em know that Boost can't activate it.
 
2012-11-27 10:16:22 PM

grimlock1972: seriously? XD either Boost hires clueless people or they do not pay them enough to give a shiat.


A little from column A, a little from column B.
 
2012-11-27 10:26:30 PM

unlikely: I find myself having difficulty with suspension of disbelief on that one. No one could POSSIBLY be that stupid; surely a whole customer service phone ba-----

... never mind. I can't even type that with a straight face.



Trolling phone rep, perhaps?
 
2012-11-27 10:57:51 PM
Ten comments so far. And not one of you have thought of this scenario:

1. The consumer bought it through a third-party retailer on Amazon, thinking it was coming from the main store.
2. That third-party seller had actually repackaged a used phone, or was at least selling it as a refurbished item.

Basically, I think you're being too narrow-minded. The family and the CSR could both be morons.
 
2012-11-27 11:04:47 PM

clkeagle: Ten comments so far. And not one of you have thought of this scenario:

1. The consumer bought it through a third-party retailer on Amazon, thinking it was coming from the main store.
2. That third-party seller had actually repackaged a used phone, or was at least selling it as a refurbished item.

Basically, I think you're being too narrow-minded. The family and the CSR could both be morons.


I did consider it, until I got to the line in TFA that said they purchased it direct from Amazon as part of a lightning deal (which never involve 3rd party vendors).
 
2012-11-27 11:52:28 PM

buzzcut73: I did consider it, until I got to the line in TFA that said they purchased it direct from Amazon as part of a lightning deal (which never involve 3rd party vendors).


Ah - I should really stop skimming the articles.
 
2012-11-28 12:11:45 AM
FTFA: But wait - one call to Amazon and - voila! - a new phone is being shipped out overnight, along with a return mailing label to send the "used" phone back.

"I can recommend Amazon.com 110%," says John. "Boost is a completely different story."


Whoa there, John. How do you know that the next phone isn't also going to come up as "used"?

It sounds like Boost is contracted out to the same out-of-country contractor that employs Peggy from the Discover Card commercials.
 
2012-11-28 02:49:27 AM

grimlock1972: seriously? XD either Boost hires clueless people or they do not pay them enough to give a shiat.


*deep breath*

I used to do support for them. Yes, most of the reps ARE that stupid. And they don't pay shiat. The people you talk to don't actually work for Boost, they work for a third-party staffing company, in my case a company called ACS. One of their call centers is in Juarez, Mexico and those people get paid even less than I did.

ACS actually just settled a class action lawsuit against them for $4.5 million.

Specifically, the lawsuit alleged call-center employees had to clock in for their shifts on their computer, but often spent time beforehand searching for an available work station or headset or waiting to have their password reset. They should have been paid for those delays, the lawsuit alleged.

It also alleged ACS failed to pay bonuses as promised and failed to properly count bonuses when calculating overtime.


Still waiting for my check.

And you have NO idea how many bogus account names there are since customers aren't required to give their real names. A search of the database I did one time turned up hundreds of "Batman"s, "Spider-Man"s, "Sh*thead"s and "Leroy Jenkins"s.

One thing I would point out in this case: it is possible to register a phone that's still sealed in it's case. The SIM ID and IMEI number are printed on the outside of the packaging (or at least they were). A lot of dealers will "pre-register" big batches of phones so they can sell them ready to use.
 
2012-11-28 06:47:53 AM
She paid $300 for an S2 last week? Some deal. I bought a new S3 about a month ago and only paid $250.
 
2012-11-28 07:47:33 AM
I would have been worried when the phone arrived without an email beforehand stating it had been activated. Every phone I've bought from Amazon came ready to use right out of the box.
 
2012-11-28 08:52:32 AM

abhorrent1: She paid $300 for an S2 last week? Some deal. I bought a new S3 about a month ago and only paid $250.


i'm going to go an assume her phone is without a 2 year contract and your phone is.

amazon's best product is customer service. even if a third party retailer screws you, amazon will make you whole and take it out on the third party retailer.

csb
my sister bought a gps watch for her husband from a third party retailer on amazon. they sent her an older model, it looked like they replaced the bar code with the newer model's. she contacted amazon customer service and sent them pictures of the watch/box. the rep agreed that was bs and would issue a full refund. told her she can keep the watch.

/have a few more of these stories.
 
2012-11-28 09:02:45 AM

not5am: my sister bought a gps watch for her husband from a third party retailer on amazon. they sent her an older model, it looked like they replaced the bar code with the newer model's. she contacted amazon customer service and sent them pictures of the watch/box. the rep agreed that was bs and would issue a full refund. told her she can keep the watch.

/have a few more of these stories.


Amazon is slowly turning into ebay.
 
2012-11-28 09:07:49 AM
Customer service can't really do a lot here. This is Amazon's problem, they sold a defective device. By all mean call Boost and ask for their help but as soon as they tell you they need the sellers permission you need to contact the seller. It doesn't matter if you bought it from Amazon, customer service can't just switch registered phones without confirmation since that would be stupid and be a charter for thieves.
 
2012-11-28 09:17:40 AM

exick: The stupidest part of the whole story? They contacted Amazon to get a new phone that they're still planning to use with Boost.


The Aristocrats!
 
2012-11-28 10:18:52 AM

buzzcut73: Consumerist article, so I automatically assume the person writing is a dumbass.
Why, after the first time Boost told them the phone was already on the network, did they not call Amazon? Amazon has such a generous return policy and good customer service any moron would know to just let 'em know that Boost can't activate it.


Now how I know you didn't RTFA?
 
2012-11-28 10:21:37 AM

GBmanNC: grimlock1972: seriously? XD either Boost hires clueless people or they do not pay them enough to give a shiat.

A little from column A, a little from column B.


Chances are the person he was speaking to was in India or the Philippines who literally didn't know what Amazon.com is because they don't do business in that country and therefore had never heard of it, and the phone was coming up in their computers as used so they therefore used the "the phone is used script", assuming it was used because that's what their computers said, so they assumed some guy named Bob Amazon sold it to them because that's what the customer told them.

So, yeah, they hired people who were clueless about facts that are common knowledge in America because they don't live in America, and they hire them because they work for less money than actual Americans.
 
2012-11-28 10:32:51 AM

fusillade762: grimlock1972: seriously? XD either Boost hires clueless people or they do not pay them enough to give a shiat.

*deep breath*

I used to do support for them. Yes, most of the reps ARE that stupid. And they don't pay shiat. The people you talk to don't actually work for Boost, they work for a third-party staffing company, in my case a company called ACS. One of their call centers is in Juarez, Mexico and those people get paid even less than I did.

ACS actually just settled a class action lawsuit against them for $4.5 million.

Specifically, the lawsuit alleged call-center employees had to clock in for their shifts on their computer, but often spent time beforehand searching for an available work station or headset or waiting to have their password reset. They should have been paid for those delays, the lawsuit alleged.

It also alleged ACS failed to pay bonuses as promised and failed to properly count bonuses when calculating overtime.

Still waiting for my check.

And you have NO idea how many bogus account names there are since customers aren't required to give their real names. A search of the database I did one time turned up hundreds of "Batman"s, "Spider-Man"s, "Sh*thead"s and "Leroy Jenkins"s.

One thing I would point out in this case: it is possible to register a phone that's still sealed in it's case. The SIM ID and IMEI number are printed on the outside of the packaging (or at least they were). A lot of dealers will "pre-register" big batches of phones so they can sell them ready to use.


ACS is the scum of the earth. They process my student loans, and have managed to fark up consistently. And there's not much I can do about it without taking them to court, which is not worth my time anymore.
 
2012-11-28 10:44:17 AM
Boost person was telling them that the CSRs at Amazon need to contact them because the phone is listed as being already in use. Since that phone call wasn't recorded so their transcript probably leaves off a bunch of end user yelling and probably saying garbage to the boost rep that then got passive aggressive and said screw it Bob Amazon needs to call us.

End user is an idiot. I would have returned the phone as defective and got a replacement from Amazon and all would be fine.
 
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