vB Easy Archive - Prepaid Fiasco that has gotten me scared for my job (long)

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Prepaid Fiasco that has gotten me scared for my job (long)
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Posted by: 6037

So my market was pushing prepaid...hard.

It came down from area managers that we were to offer a prepaid activation with EVERY upgrade we did. Meaning that if they had old phones that still worked we would activate a prepaid for them to give to a relative and/or friend and their first $10 worth of minutes would be free.

We took their old phones, activated service, rang out the starter kit at $0 and sent them on their way.

At first, the whole thing felt fishy to me and the insinuation from management seemed to be "just activate it *wink* *wink*" So my strategy to do the upgrade, activate the prepaid, and then tell them about it. I figured whenever I grab a phone I grab a car charger and headset without asking that way when I do offer it there is less room to say no because I already have them in my hand. I figured I would do the same thing with prepaid by just doing it and then telling the customer about it. Which is basically what I was told to do by management (though not in explicit terms).

So, of course, people all around the market started activating fraud prepaids...not surprising given how it was positioned to us when we started pushing it. There were stores in my market that did 40-50 prepaids a month. A bunch of people were fired.

I never did that. Every customer I gave the phones to knew that they were getting them. I will say that I treated it as an afterthought and didn't talk about it with too much importance. I just activated it and handed it to them and told them what it was. The issue here is that I initially activated the phones without the customers knowledge.

So my store gets investigated and a few of my customers were called and asked about the prepaids. One of my customers said they were never told about it and a lot of them disconnected them. Leading my ARSM to believe that they were fraudulent. So when I was asked about it I was honest and told them my process for selling the prepaids...which my ARSM took issue with. So I am a little nervous about getting fired here. I dont really feel like I did anything wrong and the fact that they are relying on the memories of my customers to "investigate" me seems dubious. Like I said it is very likely that 90% of those customers threw those old phones in the back seat of their cars and forgot all about them after leaving the store but that isnt my fault is it?

Anyways I am scared that being honest may have cost me my job, while the other reps in my store who probably did straight up activate fraud accounts just denied it, I explained my flawed sales technique to them.

Any thoughts or insight?

Posted by: ivwshane

I don't think there is very much you can do but I would at least see what the union can do for you (my guess is nothing).

Posted by: oneaznriceboi

Do you work for an agent or cor?

Posted by: mentalcase

I wouldnt worry about it to much. The people that were fired already were obviously doing fraudulent prepaids you on the other hand were offering them like we package accessories. Besides if you are COR the union should have your back. Ive seen people do alot worse like activating dummy prepaids or feature flipping and get saved by the union. Just keep there number handy and if you feel uncomfortable about talking with your arsm call the union. They will sit in as your lawyer in a case like that.

Posted by: holaDude

Are you covered by the union, and if so, do you know how to quote the, Weingarten Rights ?

"If this discussion could in anyways lead to my being disciplined or terminated or have any effect on my personal working conditions, I respectfully request that my union representative, officer or steward be present at this meeting. Without union representation, I choose not to participate in this discussion."

If you are covered by the union, do not believe them if they state that you live in a state that is not covered by your union rights. It is not a state law, but federal law that covers a union member's rights.

Posted by: dm919

If you didn't feel right when you were doing it, and didn't report it to your arsm or higher, you deserve whatever you get. The worst thing you did was changing the price on prepaid refills...that looks really shady.

Posted by: suthurnlatino

I would start applying to other jobs just in case. Seems like it was a pretty serious matter. There are always sales positions open like Verizon or something so it shouldn't be that hard to find. I would always quit before they could fire you so it doesn't look bad. Of course this is only possible if someone like your manager was cool and gave you a heads up.

Posted by: 6037

Quote:

Originally Posted by nextel2cingular

If you didn't feel right when you were doing it, and didn't report it to your arsm or higher, you deserve whatever you get. The worst thing you did was changing the price on prepaid refills...that looks really shady.

I felt fine while I was doing it. We were told by management that we could ring out the prepaid kits out at $0.

Posted by: HSDPA84

The union will help but if they really want to get rid of you, there are other things they can fire you for. as long as you covered your *** you can get out of the situation. What code did you use when you rang out the prepaid activation kit for free? did you ever note the account about the free prepaids kits?

Posted by: within360

This is pretty typical and has been happening in AWS/Cingular/at&t for years. Somebody comes up with the idea to goose the numbers and make a slow month. It catches on from store to store. ARSMs know it is going over the line but give it the old wink and nudge. Managers who are reluctant give in eventually do, and let it go on so they are not at the bottom of the monthly numbers list. Almost always a few sales people go to way too far and start clearly behaving unethically. Of course the ARSMs play dumb (and it is really rare for a DS to go against any of their ARSMs) and everything flows down to the salesperson because they are at the bottom of the hill. Anybody can get fired for a code of conduct violation, but typically the company has to really want to get rid of you. It sounds to me like you got caught up in a typical salesman trap. Is your manager supporting you? You don't deserve to be nervous about this until the company decides to tell you what is going on. One option is to call your union steward and just explain the you were acting as you thought you were being instructed. Ask him/her what kind of support you can get if the company decides to blame you for these issues. Also your local HR rep could be helpfull but I would only get them involved if it seems like they are going to try to fire you.

Posted by: 6037

Quote:

Originally Posted by within360

This is pretty typical and has been happening in AWS/Cingular/at&t for years. Somebody comes up with the idea to goose the numbers and make a slow month. It catches on from store to store. ARSMs know it is going over the line but give it the old wink and nudge. Managers who are reluctant give in eventually do, and let it go on so they are not at the bottom of the monthly numbers list. Almost always a few sales people go to way too far and start clearly behaving unethically. Of course the ARSMs play dumb (and it is really rare for a DS to go against any of their ARSMs) and everything flows down to the salesperson because they are at the bottom of the hill. Anybody can get fired for a code of conduct violation, but typically the company has to really want to get rid of you. It sounds to me like you got caught up in a typical salesman trap. Is your manager supporting you? You don't deserve to be nervous about this until the company decides to tell you what is going on. One option is to call your union steward and just explain the you were acting as you thought you were being instructed. Ask him/her what kind of support you can get if the company decides to blame you for these issues. Also your local HR rep could be helpfull but I would only get them involved if it seems like they are going to try to fire you.

I think you hit the nail on the head with that my friend. My manager (even my arsm) have my back in this situation. Unfortunetly it isnt up to them, it is up to HR.

Posted by: 6037

Quote:

Originally Posted by HSDPA84

The union will help but if they really want to get rid of you, there are other things they can fire you for. as long as you covered your *** you can get out of the situation. What code did you use when you rang out the prepaid activation kit for free? did you ever note the account about the free prepaids kits?

There was not a discount code. Our prepaid cards ring out at $0 all the time, we have to mark up the price usually.

That opens a whole new issue. Is it my responsibility to change the price on our products? Pricing of our inventory is not my job description and if the people whose job it is to make sure our inventory rings out properly cant do their jobs correctly why is me who gets fired when i dont correct their mistakes.

Posted by: Lambert

Quote:

Originally Posted by 6037

SIM cards will ring up at $0.00, prepaid kits do not. I think you have the two confused.

Posted by: ivwshane

Quote:

Originally Posted by Lambert

SIM cards will ring up at $0.00, prepaid kits do not. I think you have the two confused.

Not for me they don't. Both sim card and prepaid kits ring up at $0.

Posted by: 6037

Quote:

Originally Posted by ivwshane

Not for me they don't. Both sim card and prepaid kits ring up at $0.

Yep me too

Posted by: mySRT8U

Yes they do, relax, Corporate Security came to visit me because i accidently slipped a palm treo flyer out on the web before launch. That wasnt too bad.

Posted by: El Chino

6037 - what area are you from?

Posted by: 6037

UPDATE:

I was asked today by my ARSM to write a statement about the prepaid activations for HR. Neither she, nor my manager knows what the outcome will be. But the way I see it, if they wanted to fire they would have done it already. What does everyone else think?

Posted by: within360

Be very carefull what you write. This could be a confession letter they want to have in your file so HR feels they are covered if you dispute being fired.

Posted by: PPCMD

I would keep a copy of it and as within360 noted, watch what you say and make sure it is clear where your directive came from and what you were instructed to do and by whom. If possible have a lawyer review it (if you know one who would review it).

Posted by: JP Whoregan

I wouldn't put ANYTHING in writing, to be honest. Like Mr. 360 said above, it sounds to me like they might be looking to just fire everybody involved, and this way they have covered all thier bases by making you give a "statement".

Posted by: cyrus369

Good to know, they just started pushing this in my store, I dont think I will be participating...

Posted by: Lambert

Quote:

Originally Posted by 6037

UPDATE:

I was asked today by my ARSM to write a statement about the prepaid activations for HR. Neither she, nor my manager knows what the outcome will be. But the way I see it, if they wanted to fire they would have done it already. What does everyone else think?

I wouldn't give them a damn thing. I have seen this before, they will use it against you. If you do go through with it, select your wording wisely. Get your union rep involved.

Posted by: ivwshane

There is nothing wrong with asking your customer if the want to turn their old phone into a prepaid phone. Doing it without asking or something similar is definitely bad.

Posted by: officiallygone

Quote:

Originally Posted by 6037

Ask them what they are talking about....then tell them that they should go talk to your ARSM instead and get them to write a "confession letter" instead.

Posted by: shorty28

Quote:

Originally Posted by ivwshane

Not for me they don't. Both sim card and prepaid kits ring up at $0.

yea its an opus issue obviously. i don't get charged for a sim card, but tax is applied to an accessory warranty.

a glitch from the tax free weekend.

Posted by: ATnt-RSC

Quote:

Originally Posted by 6037

Don't admit anything. That is the best advice I can give.