Angry Phone Calls

[RikaKazak]

I'm sure I'm not the only one who's gotten angry phone calls from customers.  But I'm unsure how to handle them.

 

A typical situation.  I get a voice mail message on my phone.  Game "xyz" is rigged because I put in $4 and didn't win a prize.  Then they usually go on to explain why/how the game is rigged, and it's clear they don't even understand how the game/machine even works.  At the end they'll want a call back.

 

Do you guys return their call?  (I did, out of fear of them causing a fuss at the location)...do you ignore them?  How does the phone call typically go?  (both times it was them telling me the machine is rigged and you can't win and they yell at me...basically I don't get a word in and just turn into their punching bag for a minute and they hang up without me saying much)

 

Advice would be appreciated

[The Mage]

Most people who feel they have played a game that is rigged, will just quit playing. If somebody is going to call to complain about losing a couple bucks, you already have an irrational person.

 

I think it would be nice to post, or find an article somewhere online, and text the person a link. I would text before talking, as most people have texting capabilities. This keeps you from having a verbal discussion, and gives you a copy of the discussion. And if they get abusive, either with one warning, or immediately, you can block them.

 

If you do decide to talk to somebody, you have no obligation to stay on the phone and take any abuse. Hang up immediately the second they get out of line.

[PerformaVending]

When it comes to the phone, I have a message that says "leave your name and contact information for assistance". If it's a legitimate issue (say, a misvend) I'll call them and deal with them, as they're usually pretty cool with whatever refund we can work out together. If it's some nut (say, the guy who called a dozen times because he didn't get the item he wanted out of a 2" cap machine) I don't ever call back. There's no point dealing with those sort of people.

 

If you don't already, you might want to consider a sign that says "play at your own risk". It won't set off the really crazy ones, but it will give you further coverage from the people crying foul on a claw machine. It baffles me how many people walk up to a claw machine and think "yeah, I can win every time" and believe it- you can win at any of them, but odds are you won't.