Was I rude to express my displeasure?

[hjaye]

BG:  My cell phone pretty much died on my over the fourth of July weekend ( I guess it's not a good idea to try and give it a bath).  It would receive calls, but I couldn't make any calls.  My contract with my cell phone provider (CPP) is up in December and if I cancel early it will cost me fifty dollars for an early termination.

I go to the cell phone store to see about getting a phone to get me through to December.  They show me a phone I can get for 85.00 and get a fifty dollar rebate on so the phone will cost me 35.00.  We ring up the phone, transfer all my contacts and then the person helping me gives me a new contract to sign which will lock me in with current CPP for another two years.  I explain to him I'm not interested in signing a new contract, I just wanted a phone to replace the one that was broken and get me through to December.

I'm informed I can only get the phone for 85.00 with a fifty dollar rebate if I sign a new contract, otherwise the phone will cost me over 300.00.  I ask him what the cheapest phone is that I can purchase and I'm told the cheapest phone in the store is over 160.00.  I tell them I'm not interested in that, I'll just cancel my service, take the fifty dollar early termination fee and get a phone elsewhere.

In the meantime, I've already paid 85.00 for the phone I'm no longer purchasing.  I'm told that the only way they can give a refund is to mail me a check.  I think that sounds a little off to me, and I'm told that the purchase I made has automatically been deposited directly into the owner of the stores bank account, and he has to send me a check from that account.  I'm told it will take about seven days to receive the check. I'm not interested in arguing with the store clerk and I'm not in desperate need of the 85.00 dollars, so I just let it slide.

This was on July 8th.  Last Sunday the 25th I went back into the store since I had still not received a check.  I had let it go a week too long and was beginning to believe I was not going to get my money back without a fight.  I brought in my receipt spoke to the store clerk on duty and asked when I was going to receive my money.  I was then informed that it normally took anywhere from ten to fourteen BUSINESS days for the money to be refunded and it had actually only been nine business days.  I did the quick math and pointed out that it was actually already eleven business days.  He was being polite, he sent an email to his boss (store owner) telling him I was looking for my refund and to please call me.  I thanked him and left the store.

Yesterda I went back to the store, I was not happy, I still did not have a check.  There was a different store clerk there, I gave him my receipt told him it has been three weeks, and that it was ridiculous that I had not yet received my money.

Now there were some other customers in the store, I was not yelling, but it's a small store and they could obviously hear me.  The store clerk looked at my receipt, picked up the phone and called the owner.  He spoke to him about a minute got off the phone and told me he was going to credit the amount back to my debit card.  Here is a paraphrase of the conversation:

Me: Wait a minute, are you telling me you are going to do something for me now that could have been done three weeks ago?
SC: Well sir technically we are not allowed to issue credits to credit cards?
Me: Whether you are allowed to or not, it's my money, not your boss's. Aside from that, I have been lied to concerning this process.  It's obvious your boss has been lying, he was willing to credit my debit card which means it's been three weeks and he hadn't even had a check issued yet.
SC: Well sir sometimes it can take a while to get a check issued
Me: It doesn't take over three weeks.  Personally I believe if I had not come in or said anything he would never have issued a check.  I find this behavior to be unethical at best

I'm sure the other customers in the store could hear me, I was not yelling, but there was an obvious tone of disgust in my voice (I was angrier at myself for not being more demanding in the beginning and allowing it to go on this long).

I signed my receipt and turned to walk out, I did not throw out a parting shot but I did shake my head as I walked out.

I know the store clerk was following the policy laid down by the store owner, so was I rude to say what I did to the store clerk?  Was I rude to do it while there were customers (or potential customers) in the store?

[Shoo]

You were absolutely not rude.  If I were you, I'd file a complaint with your state's AG, BBB, and any other consumer group you can find.  This is absolutely ridiculous.

If they can accept debit cards, they can do returns on them.  It's a pretty simple concept.  I get credits on my debit card all the time.  This business was playing you.

[Southern Sugar]

They were totally playing you.  If they could ring you up using a debit card, they could give you a refund using said debit card.

[Wicked10]

No, you were not rude to express your displeasure.  This store seems sketchy to me.  Why would they ring up the purchase and everything else before telling you that you would have to sign another contract?  Seems to me like they are setting themselves up for a whole lot of trouble.  I also suggest writing a poor review of the place and informing those you know that they should avoid this business at all costs.

To play devil's advocate a little bit, I have worked in retail and have had people get irate with me for something I had absolutely no control over, such as high prices, not getting coupons, ridiculous policies, etc.  It is very, very uncomfortable to be yelled at (not that I am implying this is what you are doing.  You mentioned you were speaking at a normal level.) over something that I can't control or do anything about without getting fired.  As a cashier/associate, you have to follow the policies set up by the owner.  In these instances, it is much better to talk to a higher up, though obviously not the scamming manager.  How large was this business?  Is there some sort of "head honcho" you can speak with about the issues you have had?

[hjaye]

No, you were not rude to express your displeasure.  This store seems sketchy to me.  Why would they ring up the purchase and everything else before telling you that you would have to sign another contract?  Seems to me like they are setting themselves up for a whole lot of trouble.  I also suggest writing a poor review of the place and informing those you know that they should avoid this business at all costs.

To play devil's advocate a little bit, I have worked in retail and have had people get irate with me for something I had absolutely no control over, such as high prices, not getting coupons, ridiculous policies, etc.  It is very, very uncomfortable to be yelled at (not that I am implying this is what you are doing.  You mentioned you were speaking at a normal level.) over something that I can't control or do anything about without getting fired.  As a cashier/associate, you have to follow the policies set up by the owner.  In these instances, it is much better to talk to a higher up, though obviously not the scamming manager.  How large was this business?  Is there some sort of "head honcho" you can speak with about the issues you have had?

It's a franchise for one of the major cell phone companies.

I've never seen the owner but it's not like I go in there a lot. I was there when I bought the phone in December of 08, I didn't go back in until I had some issues with my phone about a year later, then I was back at the beginning of this month.

I'm fairly certain the owner won't care that I'm dissatisfied with the way he does business. He's the one who was scamming me, it's his policies and I'm sure the store employees are just following the rules that have been laid out for them.

I was already going to switch my service to a competitor, but now he can be certain that if it turns out I don't get good service from his competitor, I'll never go back to him again or to any other franchise of the cell phone provider.  I think in this case I need to take my complaint to the company who provides the franchise.

[Wicked10]

No, you were not rude to express your displeasure.  This store seems sketchy to me.  Why would they ring up the purchase and everything else before telling you that you would have to sign another contract?  Seems to me like they are setting themselves up for a whole lot of trouble.  I also suggest writing a poor review of the place and informing those you know that they should avoid this business at all costs.

To play devil's advocate a little bit, I have worked in retail and have had people get irate with me for something I had absolutely no control over, such as high prices, not getting coupons, ridiculous policies, etc.  It is very, very uncomfortable to be yelled at (not that I am implying this is what you are doing.  You mentioned you were speaking at a normal level.) over something that I can't control or do anything about without getting fired.  As a cashier/associate, you have to follow the policies set up by the owner.  In these instances, it is much better to talk to a higher up, though obviously not the scamming manager.  How large was this business?  Is there some sort of "head honcho" you can speak with about the issues you have had?

It's a franchise for one of the major cell phone companies.

I've never seen the owner but it's not like I go in there a lot. I was there when I bought the phone in December of 08, I didn't go back in until I had some issues with my phone about a year later, then I was back at the beginning of this month.

I'm fairly certain the owner won't care that I'm dissatisfied with the way he does business. He's the one who was scamming me, it's his policies and I'm sure the store employees are just following the rules that have been laid out for them.

I was already going to switch my service to a competitor, but now he can be certain that if it turns out I don't get good service from his competitor, I'll never go back to him again or to any other franchise of the cell phone provider.  I think in this case I need to take my complaint to the company who provides the franchise.

Ok, now I have a better idea of what is going on.  I am glad that you weren't mad at the employee and understand that they were just following policy.  You would not believe how many people get mad at associates for company policies.

I would definitely go to the company who provides the franchise.  If they have any desire to preserve their business, they will probably look into this issue.  Good luck with the new company, hopefully you will not have any issues like this with them!

[ShadowLady]

I absolutely *hate* being locked into one of those contracts. I very first cell phone had a monthly plan of 60 daytime minutes, and unlimited evening minutes.  I seldom used any of them.  So after 4 years of me paying what was supposed top be $20 per month, and would be billed at $30 per month because of all the extra taxes and fees, when my phone broke, and they wanted to sign me into another contract, I just let it drop, cancelled the service (after 4 years on the same phone, no cancellation fees, YAY!).

And now I have one of the 'prepaid' phones, I get 60 minutes and 90 days of airtime.  Occasionally I've had to go up to the 120min with 90 days airtime.  And when my last phone battery decided it wouldn't keep a charge for more than a day, I replaced it for $20, and the person on the phone helped me transfer all my remaining minutes and phone number, and all of my contacts.   (And yes, the cell phone is pretty much so DH and I can find each other, not for me to talk to all my friends - that's what email is for!    )

[Skeleton7]

Nope, not rude at all.  And the way to get around the contract, is to just buy a prepaid phone from the same company you have your mobile phone service through and switch out your SIM card.  The prepaid phone is already programed for your mobile phone company and will work perfectly.

[AM in AL]

Sort of off-topic, but buying a used phone on eBay would also be a good solution.

[snowfire]

Sort of off-topic, but buying a used phone on eBay would also be a good solution.

I just did that for my Mom.  Her phone went swimming, it didn't like it.  Provider no longer had that phone.  I got one in mint condition on ebay for 25.00 & it came with extra goodies. 

Cell phone folks were in the wrong to try to do a bait & switch, then hold your money for so long.

[Southern Sugar]

Nope, not rude at all.  And the way to get around the contract, is to just buy a prepaid phone from the same company you have your mobile phone service through and switch out your SIM card.  The prepaid phone is already programed for your mobile phone company and will work perfectly.

Yep, Southern Honey had to do that recently.  The AT&T saleswoman said that was the main purpose of their Go-Phones.

[Darcy]

So much trouble!  When my phone finally went kaptuz (really, I was waiting for it), we got the cheapest phone (it was I think $25, and was a step up from what I had before) and maintained the same plan.

[cbcb]

They were completely lying to you. They could have voided the sale, or given an instant refund. Debit should always be instantly refundable. "Send a cheque", what garbage. I'd be complaining to all available review-type outlets, and whatever company they are a franchise of.

ETA: you know, I was overly harsh and forgot the portion of my time as a retail clerk when I didn't have the power to void personally. It is entirely possible that they could not do so without a manager. I still think they could have kept much better communication with you about the issue, and found a better method then the cheque (particularly as they were able to later credit directly back to your card. More employee training about procedures is needed).

[MaskedRiderOsaka]

While you weren't rude, I really do think people calling the cell phone store shady or sketchy is a bit out of line.

The store sounds like a locally owned store, something known as an "indirect agent" store. Those stores have their own rules and regulations, and because of their accounting, it very well may be they have to mail a check back as a refund because their credit system will not allow them to refund a purchase, even if it is a debit card. I know one local agent who isn't able to give in store refunds unless the owner is there (to provide an override password) to prevent theft. It may be the same with the store you went to, or the store owner may have to sign the receipt to indicate a refund. You, nor anyone else, don't know that.

And no, AT&T Go Phones are NOT cheap non-contract replacements unless you use it properly. Your account can be suspended, I've seen it happen quite a bit. Basically, the phone is sold, but not as a new prepaid account, so when the billing system does an inventory update with the store's system, they will see a phone missing, but no account, search the billing system and then suspend the line. At least have a prepaid account set up and just use the free 10 bucks you get on the phone, and then switch sim cards.

Anyway no, you weren't rude.

[HonorH]

While you weren't rude, I think speaking to the counter employee was pretty useless, at best.  It's better to go for the head.  If a situation like this arises again, I'd get all the facts you can from the employee or the manager, then write a letter to the district or corporate manager detailing your experience.  If this is a franchise and the boss is running it like his personal bank (which is exactly what it sounds like to me), the people above him on the corporate food chain will be very interested.  In fact, I'd strongly advise you to write that letter (you could probably find the information about where to send it from the retailer's website), and if you don't get satisfaction that way, alert the BBB.  They'll also be interested.