vB Easy Archive - saw something weird today

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saw something weird today
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Posted by: bigsho

Had a customer come in wanting to upgrade 4 of his 5 lines. Checked the account and all 5 lines were out of contract in november of 2006. All showed up as ineligible for upgrade. Customer was still using the original phones from the initial contract signed in 2004. They had the old 32k sim cards, but were on an updated family talk plan.

Had to call CS and have them fix it.

Why did it show the customer was ineligble? There was no past due balance, or any late payments, and they were not on an out of date plan.

BTW...im indirect and use POSII

Posted by: vdubguy

Were they suspended?

Posted by: zonderF

I've seen a few accounts say ineligible because of having too many non pay suspensions. Some of them even said they would have to wait 6 months after their contract was expired before they would be eligible.

Posted by: ivwshane

Off network roaming?

Posted by: cingtd

Nowadays there are several factors that determine eligibility for discounted handset pricing even if a contract has already ended. Yes, I have seen accounts w/ expired contracts who do not qualify for 2 yr price. It has been this way since last year (don't know exact date this changed).

Posted by: bigsho

account was not suspended, checked the notes, and nothing was in there, checked past due, there was none, guy even brought in all his bills thinking i needed them, i looked over and everything was set up pretty squarely.

It didn't even show a future eligible date. it just popped up with "no upgrade availible at this time, Future upgrade date N/A".

I think it might be a POS thing though, because i looked up my account last night and it showed my balance at $1000+ for next due payment. Which is quite near impossible seeing my bill is normally $55 after tax with unlimited data and telenav. I went online and checked it and sure enough my bill was just under $60. Same thing for *bal#.

who knows

Posted by: raawheel

I am a RSC in Norman, Oklahoma and we get quite of few college students who are from out of state and want to do a relocation to get a local phone number, and after the relocation is done it will show that they are not eligable for an upgrade even though they were eligable on the the previous account before the transfer was done.

Posted by: smg1976

Quote:

Originally Posted by raawheel

I am a RSC in Norman, Oklahoma and we get quite of few college students who are from out of state and want to do a relocation to get a local phone number, and after the relocation is done it will show that they are not eligable for an upgrade even though they were eligable on the the previous account before the transfer was done.

This is probably because a new account has just been created, with no prior history. Even though it's technically a relo, the system still thinks it's a new account, because it has a new account number and telephone number.

Posted by: jon341427

its a system error due to some sort of change most likely. happens at VZW too, but we fix it easily.

Posted by: anubis9278

relocation? transfer of service?

Posted by: classylady78

I have seen this sometimes with TOS, rate plan change, a number being changed on the account, or suspensions (either for no pay or for lost/stolen phone). At our cor store I can talk to a manager and he can override this.

Posted by: Malibu21

Quote:

Originally Posted by classylady78

I have seen this sometimes with TOS, rate plan change, a number being changed on the account, or suspensions (either for no pay or for lost/stolen phone). At our cor store I can talk to a manager and he can override this.

Usually, a TOS's upgrade eligibility will stay the same, but I suppose sometimes it doesn't work out properly

Posted by: arivera

One thing we see often using POS II is when a customer does an upgrade and returns the phone within 30 days, the contract terms are reversed, but not the eligibility. Then it can only be processed through activations, until someone fixes the issue.

Posted by: ivwshane

Quote:

Originally Posted by arivera

One thing we see often using POS II is when a customer does an upgrade and returns the phone within 30 days, the contract terms are reversed, but not the eligibility. Then it can only be processed through activations, until someone fixes the issue.

This is a common issue in all channels.

Posted by: BlogNetChica

A CSR can change the upgrade eligibility date in the equipment was returned. SOC code UPRT. And the contract terms have to be changed manually (which btw, its against the policies and procedures for a store agent, whether they are at an authorized retailer or a corporate store, to call into Customer Care to have contract term changed. They can actually tell you no.)

And a TOS or Relocation will change the eligibility simply because the BAN or line hasn't been open for the minimum 13 months for an upgrade.

Posted by: dalynqwent

Church bubble? I've seen some people have 4 Red, 1 Green, and no upgrade eligibility out of contract 4 months or so... weird.