BIG problems upgrading phone

GetHuman-jandkc's customer service issue with Straight Talk from March 2019

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The issue in GetHuman-jandkc's own words
Apply upgrade discount properly ... I had and pricing*upgrade issue when I was shopping for a new phone for my mother-in-law. I entered her number in the shopping portion of the website. After I entered her phone number it told me that the phone number was eligible for an upgrade. While I was shopping I saw that all the phones were discounted. I decided on a phone for her, a NEW Samsung Galaxy S*. When I select the phone i shows the regular price of ***.** and then a discount of **.**, bringing the price to ***.**. While I was shopping I saw that almost all of the phones were at discount prices, I am guessing because the phone number was eligible for upgrade. After tax and everything the total price was ***.**. I received an email confirming that the order had been received. After that I continued shopping because I needed to upgrade*buy new phones for the family. The next thing I did was put in my wife's personal phone number and was not advised that the phone number was eligible for upgrade, which makes sense because my wife has not had this number for very long. I ordered a RECONDITIONED Samsung Galaxy S* for her. This went smoothly and there was not discount applied to the order. After I completed the order for my wife I received and email stating that my second order had been received.I ordered * phones next, RECONDITIONED Samsung Galaxy S*. These * phones were ordered with phone cards because my son and I did not have our own personal phones. We used our zip code to determined what phones were available in our area. When I made the order, again there was not discount applied(I understand there is no discount, just pointing out that only the first order I made had the discount). I completed the order for the * phones and received email stating that the order had been received.**Some time during the processing of the payment there was a bank error and the payment was rejected on my first order, the NEW Samsung Galaxy S* for my mother-in-law. I received an email from my bank stating that this rejection was in error and my funds would be returned to my card. This is not the problem. This was the only order that was rejected.**I received emails telling me that the other * orders I made had been accepted and were ready to ship. This was good except my first order was canceled in error and I had to make the order for my mother-in-law's phone again.**I went back to the shopping section of the website and entered her number again. This time when I used her number, it just showed me the phone that were available in this service area. The discounts on the phones had disappeared on all of the phones. I am assuming that the discounts were only available because my mother-in-law has had her same phone and number for several years and has not lost her account. Because of this she was eligible for the upgrade discounts. After I made the order using my mother-in-law's phone number it trigger the system to remove her eligibility for discount because a discounted purchase had been made. Soon after the order was canceled because of the bank error that I mentioned before. When I went back to the website to make the purchase again the upgrade discounts were gone, because the system was triggered to remove her eligibility for upgrade discount because a purchase had been made.**My order was canceled in error and because of this I had to order again. This time with not discount. I chatted with several agents and none seemed to care or understand what was going on. One didn't even check the order number to understand what was going on. The customer service chat was absolutely useless. I gave up and just made the order again WITHOUT any discounts, because the system did not understand that the order was canceled therefore the upgrade discount was never correctly applied to the phone number.**I ended up getting my mother-in-law a RECONDITIONED Samsung Galaxy S* like I did for the rest of the family. With the discount applied correctly I could have gotten my mother-in-law a NEW Samsung Galacy S* instead of RECONDITIONED.**It seems like this could have been an easy fix by customer service generating some sort of promo code that applied the same discount as the phone upgrade discount . I don't know if something like that is possible for customer service, but they could have used some sort of "ticket" or "work*service order".**I did get one of the customer service agents to understand what had happened, however they said they could not help and could only help me make purchases with the prices listed on the website and could do nothing about my mother-in-law's account not being eligible for discount any longer because of the purchase that was erroneously canceled. **There should be some process that can fix this error in the system. I understand what the system did and why it triggered the eligibility for discount to be removed. However, there should be some process or promo*coupon code that would fix. Customer service could either do it themselves of send a ticket*work order* service order to a department that can assist with this problem. I am send all of this with even more details in an email to straight talk. I am doing that because I this I should be compensated in some way because I had to lose the discount that the phone number was actually eligible for the upgrade discount. It is not my fault that the system removed the eligibility for the upgrade discount in error because of the banking error. I would like to request a response to this post*email.**Something else I would like to point out is that the chat customer service is very bad. It is more like a department that assists with sales and not actual customer service. Only one agent took the time to look into my orders and try to understand what was going on. When she figured out what was happening she said that she couldn't help. She was very helpful, at least to the point that she could be. I wish I could remember her name, but she did do her best to understand*empathize with my issue. She just couldn't do anything about it and that is a procedural problem and not an agent problem.**I mention these last things because I am a supervisor at the local call center. Right now one of our main focuses is quality control. Empathy and readiness to assist are big factors that we coach our agents about. Only one of the agents that assisted my applied these traits. I would recommend that the agents in the customer service department on showing empathy(its actually sympathy but I know customer service likes to use the term empathy) and readiness to assist. Asking probing questions is something else that would be great to coach on because none of the agents probed whatsoever. I did have to offer all the information to them. It would have been better if the agents would have asked a few close ended questions such as the order number and details of the order. A few opened ended questions such as "what is different about the prices for the phones compared to what the original discount price". Probing is ALWAYS something good to coach on.**Thank you for the chance to leave my remarks.
The time and inability to get the correct upgrade price prevented my from getting what we wanted because we did not have the time wait to fix the issue because my mother-in-law is disabled and lives alone. Her old phone did not work and she needed a new one. We have to go with a reconditioned phone because of this.
Since I bought * phones on * different orders, I think one of these phones should be upgraded to a Samsung Galaxy S* to compensate for the time, money, and stress this has caused.
We have been with Straight Talk for years. We just got * more lines. We may not always keep our account up to date and have had to get new phone numbers because of this. We have always come back to Straight Talk instead of going to Boost or Cricket even though they can be cheaper. Straight Talk has better service.
I tried the Chat Customer Service option and it was more like a sales department. They did not and could not assist me whatsoever.
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Straight Talk

Upgrading phone
Customer service issue
Reported by GetHuman-jandkc
Mar 1st, 2019 - 3 mons ago
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