Now What?

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Subject:     unworking phone

i couldnt get through to you on the phone...no answer, kept on hold, the red verizon phone i ordered and received has a black screen and doesnt work!! certainly wont recommend you or your product to anyone, now what?

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As I was answering this email, the customer calls.

She's pissy and angry... so I put her on hold (for one, I was making a label, and also... I wanted to annoy her a little bit. Nothing but Class-A service here! hehe). After listening to her yammer for 3 minutes straight, she mentioned that she just got the item yesterday and when they took it out the box it wouldn't turn on.

Hmm.

Me: Did you charge the phone once received?
Customer: [silence for 10 seconds] Well---I, uh, wasn't home when it came in. I opened it and tried to turn it on and--and the screen is blank. my granddaughter... uh, she... [silence]
Me: Ma'am, you need to charge the item before use. Sometimes the batteries aren't charged when we ship them, so it's always a good idea to charge your phone once received.
Customer: Oh. OK. I didn't know that. I'll go and charge it right away!
Me:...have a nice day ma'am.