I had some instances of upgrading customers who were not eligible for upgrade. These were indeed mistakes I made and I have no problem accepting responsibility where appropriate. However, I feel the situation calls for me to say a few words in my defense.
I started work at ____on June 16th. The supposed mistakes took place in early July. Approximately 2-3 weeks into my employment. In that 2-3 weeks I was receiving training on all of the systems and operational procedures throughout the store. I underwent a couple days of training at the (outside) location (where I witnessed a fair amount of fraud) which, while helpful, was not particularly illuminating w/ regards to learning RMS. For the most part it was Jane, Dick, and Pooh Bear's responsibility to train me on RMS. Before I continue I want to let you know that Pooh Bear is the single greatest asset the ____ location has and that you're lucky to have him. He was an invaluable resource to me as a wellspring of information and positive work practices, all of which helped in my becoming a more effective sales person.
Nevertheless, at the time these mistakes were made NOBODY at _____ was even remotely proficient in RMS. In early July EVERYONE made mistakes which resulted in buybacks. Jane, Dick, and Pooh Bear. Again, Pooh Bear was the best resource by far and he knew more than anyone else by a country mile, but he'd still not yet received his in class training during this period. The simple fact is this: RMS was confusing EVERYBODY. Is it surprising mistakes were made when you take these facts into consideration? By receiving my training from those not yet fully familiar with the system being taught was I being set up for failure or success?
During my time with Jane and Dick I was taught perhaps the worst possible practices w/ regards to helping customers. One incident had Dick trying to teach me how to do a device swap in RMS. All the customer asked was to activate an inactive phone on a line where they had accidentally broken their old one. Dick told the customer he would need to change his plan and that he would be charged an additional $15 fee to join Shit Plan since he was still under contract on Shittier Plan. Remember this was a device swap, not a new activation and not an upgrade. There should be no cause for changing the customers plan. Dick made a mistake in processing the transaction and rather than try to retrace his steps and correct his mistake (or call Artard Service Center for help) he let the customer leave with the impression that we were trying to squeeze more money out of him. This is how I'm supposed to learn how to do a device swap?
While Jane was trying to teach me how to do an iPhone 5S upgrade using the free iPhone promotion it took her several hours (while the customer waited) and repeat calls to Artard Service Center and others before she could complete the transaction. All because she did not know how to apply the promotion in RMS. How is this helpful in teaching me proper RMS usage?
While I was engaged in a sales pitch with a customer regarding a Lifeproof case a customer was about to settle on their second choice of color (due to our not stocking the color they wanted). Dick jumped into the conversation and insisted we could order said color. He proceeded to have the customer pay for the case up front and told her we'd call back once it came in. Well as it turns out the color the customer wanted doesn't exist. After putting off calling the customer back and owning up to the mistake, the customer came back in and was hassled when she asked for her money back. She left (rightfully) upset.
Then you have Dick's cousin at (the outside store where I did two days of training) promising to put customers on Ford discounts they aren't actually entitled to.
Customers who would enter the store and speak to Dick and Jane would leave angry or confused 90% of the time. Customers who would enter the store and speak to Pooh Bear or I would leave happy +85% of the time. Myself and Pooh Bear saw it as our personal responsibility to ensure that customers who WERE upset felt we had tried our very hardest to help resolve their issue. They might have left upset, but they did so knowing we cared about resolving their issue and that we tried our best. I feel personally responsible for the image I portray to my customers. I can't tell you how frustrated I was watching Dick and Jane rapidly flush down the toilet all the good will customers had towards our location up to that point.
I digress. If I'd made these mistakes last week surely I should bear a much greater burden of responsibility as I'd have had much more time to become acclimated to RMS. As it happens these mistakes were made ~2 weeks into my employment in one of the most toxic work environments I've ever been exposed to. During my first week working here Jane took me aside and told me I shouldn't trust you, that you would promise me things and try to turn me against them. She told me how all the employees who quit all at the same time prior to my employment were bad employees who had it out for Dick and Her. This is about as a big red flag as I've ever seen.
If I'm fired with cause, and mistakes I made in my first couple weeks of employment are that cause, I ask you take what I've said here into consideration. This "cause" is dubious at best and I think most reasonable people would agree. Being fired with cause will make it so I'm unable to file for unemployment while I seek other opportunities. If Dick/Jane want to let me go it's their right, I wouldn't want to continue working with them anyway. I just want to set the record straight and make sure my point of view is represented.
Mickey Mouse, you and I haven't really spoken much and I know you have little reason to really care about all this. So I really want to thank you once again for the opportunity and hope I didn't just kill you with my enormous wall of text email. I appreciate your time and wish you and Pooh Bear the best. I'll leave you with this; Pooh Bear was a rock star. If I hadn't had him to fall back on I probably would have quit after my first week. He's a great guy and I hope he goes far because he deserves it.
Thanks a ton.
What an awful induction / company !
