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  #31  
Unread July 15th, 2006, 12:12 PM
Thrash767 Thrash767 is offline
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On a related note, I guess, I'm real tired of people asking me if they can buy just one PRP piece and get the discount. If that was the case, we wouldn't call them 3/20 or 4/20.
  #32  
Unread July 15th, 2006, 01:47 PM
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Oh, lord. Not sure if this should go here or 'Title Fuckups'.

Cust: "Do you have that sequel to 'Jumanji'?"
Me: "'Zathura'?"
Cust: "Yeah, whatever, where would that be?"
Me: "It's in the chart, on the back wall there."
Cust: "Oh, okay." [to his girlfriend] "Go get it then!"

She strops off. She gets half way down the store, then shouts back:

Cust's Girlfriend: "What's it called again?!"
Cust: "Errr... Zanadu!"
Me: "Zathura."
Cust: "Zanafu!"
Me: "Zathura."
Cust: "Zidora!"

D'oh.
  #33  
Unread July 15th, 2006, 02:47 PM
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Quote:
Originally Posted by Kyle Dutch
The other day, a customer came back with $40 worth of PRP she bough on the 4 for $20 deal. The shift leader broke policy by allowing a refund on all products rather than an exchange for them not playing. However, instead of adjusting the refund price he refunded her $40 for something she paid $20.

I was so furious when I saw it on credit detail. He essentially gave her double money back on something he wasn't supposed to refund anyway. Since I'm in ASM training I was ready to throw the mighty book at him, but the SM told me to leave it to him. Luckily, the lady came back with half the money, noticing on her receipt that she was given too much. She was a minister and wanted to keep honest. How sweet of her.
That was a dumb mistake even by CSR standards. Was the customer a friend of the SLs or something??? Probably not, seeing as how she did return the money, but damn, that doesn't sound like incompetence so much as sheer laziness to me. If you have confidence in your SM then I say to leave it up to them, but if you don't then try contacting your DM about the situation.

In our district we can perform the refund if, and only if, they return every item purchased. The reason being that the customer could be trying to buy 1 item in the product for the discounted price, or even cheaper if luck permits it. For instance in the UK we have a 3 for £18 or 5 for £25 offer (oh yeah, I checked the woman's account and she did in fact get the 5 games, the only error I made was in relating the story here. Phew.) but a lot of customers will try and get 3 games for £15 by requesting a refund on 2 products, claiming them to be faulty. Making them bring back everything prevents this, and ends up being rare enough (in our district) that the credit reports barely register the extra figures.

With credits we can be a little more lenient than cash from the till, but even then I wouldn't make a habit of doing what I did yesterday. The only reasons I did was that there was a comment left on the account that these 2 games were badly scratched at the time of purchase, and this particular woman was too stupid to scam the system anyway.
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  #34  
Unread July 15th, 2006, 03:24 PM
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c: Yes I got a message on my machine saying I had some movies out. Will you tell me what they are?
me: I'm sorry sir but I can't give that information out over the phone.
C: Why not?
me: It's only because I cannot verify you are the account holder over the phone. In order to verify that I would need the account holder to come in with their drivers liscence and speak with me in person.
me: Hold on, the accounts in my wife's name, here she is.

At this point I'm thinking what in the hell did you not understand about what I said.

wife: Yes can you tell me what movies they were?
me: I'm sorry man but as I told you husband, I cannot give that information out over the phone since I cannot verify you are the account holder. I will need you to come in and show me your drivers liscence before I can give you any information.
Wife: So why did the recording tell me to call you?
me: They tell you that so that you can call me up if you have any questions regarding company policy on this issue.
wife: Well thats stupid. Here's my husband.

Husband: So what movies were they?
me: sir I need you to come in to the store to tell you that.
Husband: but you just spoke to my wife.
me: Yes I did sir, and I told her the same thing I told you, I need you to come in the store.
Husband: What the fuck? Just tell me what the movies were.
me: Sir I cannot, however come to think of it, didn't the message say which movies they were?
Husband: Yeah but I forgot which ones they were.
me: Well I am sorry sir but I need you to come in for me to give you that information.

*click*

2 hours later:

Husband walks into store.
Husband: Here's your movies.
me: Did I speak with you over the phone?
Husband yes you did. Can you tell me what law prevents you from telling me the stuff I asked.
me: It's not a law, but company policy. It's to protect both the customer and the company. If I broke this policy it could result in a lawsuit that wouldn't be good for anyone.
husband: But what law is it.
me: It's not a law sir. It's company policy.
husband: Well if you won't tell me, I'll just go look it up myself.

Guy storms out of the store.

Me: Hey XXXXXXX (CSR) I quit. Here's my keys.
  #35  
Unread July 15th, 2006, 03:46 PM
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If it's not a law then how could it result in a law suit?

In the UK we call that little law the "data protection act", but I know of no aspect of this law that would prevent you from talking to the account holder over the phone, only from talking to their spouse. Even benefit agencies will talk to you over the phone if you can answer a few security questions (date of birth, phone number ect...) and I'm betting they're a little less lenient than Blockbusters.

The only time this would present you with a real problem is if you discussed the account details with someone other than the main account holder, and revealed to a parent/spouse that Naughty Office Assistants 3 had been rented again.

Prehaps someone (Ozman?) could clarify the EXACT laws in the US involved, because I can't imagine BBI coming up with such a harsh policy without good reason.
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Last edited by Adornedatom; July 15th, 2006 at 03:59 PM.
  #36  
Unread July 15th, 2006, 05:31 PM
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Quote:
Originally Posted by Koron
c: Yes I got a message on my machine saying I had some movies out. Will you tell me what they are?
me: I'm sorry sir but I can't give that information out over the phone.
C: Why not?
me: It's only because I cannot verify you are the account holder over the phone. In order to verify that I would need the account holder to come in with their drivers liscence and speak with me in person.
me: Hold on, the accounts in my wife's name, here she is.

At this point I'm thinking what in the hell did you not understand about what I said.

wife: Yes can you tell me what movies they were?
me: I'm sorry man but as I told you husband, I cannot give that information out over the phone since I cannot verify you are the account holder. I will need you to come in and show me your drivers liscence before I can give you any information.
Wife: So why did the recording tell me to call you?
me: They tell you that so that you can call me up if you have any questions regarding company policy on this issue.
wife: Well thats stupid. Here's my husband.

Husband: So what movies were they?
me: sir I need you to come in to the store to tell you that.
Husband: but you just spoke to my wife.
me: Yes I did sir, and I told her the same thing I told you, I need you to come in the store.
Husband: What the fuck? Just tell me what the movies were.
me: Sir I cannot, however come to think of it, didn't the message say which movies they were?
Husband: Yeah but I forgot which ones they were.
me: Well I am sorry sir but I need you to come in for me to give you that information.

*click*

2 hours later:

Husband walks into store.
Husband: Here's your movies.
me: Did I speak with you over the phone?
Husband yes you did. Can you tell me what law prevents you from telling me the stuff I asked.
me: It's not a law, but company policy. It's to protect both the customer and the company. If I broke this policy it could result in a lawsuit that wouldn't be good for anyone.
husband: But what law is it.
me: It's not a law sir. It's company policy.
husband: Well if you won't tell me, I'll just go look it up myself.

Guy storms out of the store.

Me: Hey XXXXXXX (CSR) I quit. Here's my keys.
this is just horrible customer service. You absolutely could have spoken with the wife over the phone. All you had to do was verify a few details on the account, then comment the account as to what transpired. You would've never had the opportunity to quit, you should've been fired.
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  #37  
Unread July 15th, 2006, 06:02 PM
Angry Angry is offline
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Quote:
Originally Posted by Koron
c: Yes I got a message on my machine saying I had some movies out. Will you tell me what they are?
me: I'm sorry sir but I can't give that information out over the phone.
C: Why not?
me: It's only because I cannot verify you are the account holder over the phone. In order to verify that I would need the account holder to come in with their drivers liscence and speak with me in person.
me: Hold on, the accounts in my wife's name, here she is.

At this point I'm thinking what in the hell did you not understand about what I said.

wife: Yes can you tell me what movies they were?
me: I'm sorry man but as I told you husband, I cannot give that information out over the phone since I cannot verify you are the account holder. I will need you to come in and show me your drivers liscence before I can give you any information.
Wife: So why did the recording tell me to call you?
me: They tell you that so that you can call me up if you have any questions regarding company policy on this issue.
wife: Well thats stupid. Here's my husband.

Husband: So what movies were they?
me: sir I need you to come in to the store to tell you that.
Husband: but you just spoke to my wife.
me: Yes I did sir, and I told her the same thing I told you, I need you to come in the store.
Husband: What the fuck? Just tell me what the movies were.
me: Sir I cannot, however come to think of it, didn't the message say which movies they were?
Husband: Yeah but I forgot which ones they were.
me: Well I am sorry sir but I need you to come in for me to give you that information.

*click*

2 hours later:

Husband walks into store.
Husband: Here's your movies.
me: Did I speak with you over the phone?
Husband yes you did. Can you tell me what law prevents you from telling me the stuff I asked.
me: It's not a law, but company policy. It's to protect both the customer and the company. If I broke this policy it could result in a lawsuit that wouldn't be good for anyone.
husband: But what law is it.
me: It's not a law sir. It's company policy.
husband: Well if you won't tell me, I'll just go look it up myself.

Guy storms out of the store.

Me: Hey XXXXXXX (CSR) I quit. Here's my keys.

I'm all for account protection and everything, but that's going WAY overboard on your part. The postcards and calls don't ask people to call the store to clarify policy. They're so people can follow up on their account issues. That's like calling Comcast and having them tell you that you need to visit their local branch to discuss a billing issue.
  #38  
Unread July 15th, 2006, 09:53 PM
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Former DTSM Former DTSM is offline
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There is specific legislation regarding this issue, which is most likely why it is BBV company policy. It's called The Video Privacy Protection Act: http://www.epic.org/privacy/vppa/

However, about .1% of your customers will have heard of it, so the logical thing to do is to give them the info that they are asking for even though they have not specifically requested it in written form.

Koron, if your SM has instructed you to do as you did, then you have been given bad advice. You mentioned that the automated messages give the titles. If the customer complains clearly the company would not back you up on this one.

If you were joking about quiting and still work for Blockbuster then ask your SM how CPA can be sure that only the account holder will listen to the recorded messages that list the titles rented to the account.
  #39  
Unread July 15th, 2006, 10:16 PM
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igniteice igniteice is offline
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Koron, why didn't you just verify it was her/him via driver's license number? Obviously it is that person regardless else how the fuck do you think they'd HEAR THE MESSAGE in the first place?
  #40  
Unread July 16th, 2006, 02:26 AM
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Quote:
Originally Posted by Former DTSM
There is specific legislation regarding this issue, which is most likely why it is BBV company policy. It's called The Video Privacy Protection Act: http://www.epic.org/privacy/vppa/.

Also called the Bork Law.... because when Judge Bork was up for the Supreme Court, someone managed to get his video rental records, and made a big deal out of the porn he rented (which he did as part of an obscenity case). After the firestorm that followed that little stunt, Congress quickly passed the VPPA.
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