vB Easy Archive - im extremely ticked off right now.

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im extremely ticked off right now.
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Posted by: bigsho

So earlier today, i see the the BB Pearl 8110 (gps) is availible online, so i call customer care to see if i can exchange my 8120 (wifi) for it since i am within 30. I purchased the 8120 full retail on-line.

So anyways, Customer care tells me our local COR store will take care of it for me...great right?

Well i work for an Indirect down the street from the COR store, and for just a little back ground, i added BB personal and Telenav routes unlimited to my account about 25 days ago when i got the 8120, knowing that i would get the 8110 when it came out. So i got the features and comission etc..

Well i go down to COR, they swap out the phones, girl helping me is taking forever and keeps making funny faces....15-20 minutes later, receipt finally prints out and is handed to me.

I get back to my store and take the box out of my bag and look at the reciept. Under the exchange It reads:
CHANGED IMEI: (shows the new IMEI here)
DELETED: BBRY PERSONAL
DELETED: NAV ROUTES UNL
ADDED: Media Net Pay Per Use
ADDED: BBRY PERSONAL
ADDED: NAV ROUTES UNL

Just wonderfull...i log into POSII, pull up my account, and sure enough THE FEATURES I HAD PUT ON LESS THAN A MONTH AGO WERE FLIPPED.

So naturally, i get mad knowing my next check is going to have $40 in chargbacks on it, and that this witch who exchanged my phone is gonna get the comms on it. Being the honest man i am, i didn't flip them back.

Instead i called up the COR store and asked for a manager (who surprisingly wasn't in at the moment), so the guy asked me if i wanted to leave a message.

Bigsho- "yeah, i just left your store, i exchanged my 8120 for an 8110...and there seems to be a problem"

COR guy- "sure, whats wrong?"

Bigsho- "well see, i work for the agent store down the street from you guys and i personally added BBPERS and NAV ROUTES to my account less than 1 month ago, and it seems that the girl who swapped my phone out for me flipped my features. I was calling to let you know that i dont appreciate what she did, and that i am very bitter that she even touched the feature while it was still in the 6 month vesting period and that now i will be charged back $40 for it"

COR guy- "oh crap...well, i'll leave a note for the manager with your name and number and he'll get back to you tomorrow"

That was that...my manager calls them 2 minutes later and gets ahold of the girl that flipped my feats.

She claims that she didn't know that there were such things as "chargebacks" because COR employees dont get them. And that she was taught to remove features and add them as bundle packs.

He then asks her then why the feature codes removed and added were the same since there is no BB personal/Telenav bundle rate. She replies with an "uh...im new...i dunno" and hangs up on him.

What a clusterphuck

i dont understand why everyone thinks COR is always top notch and AGENTS suck.

at my agent, we can only change features if they have changed to new rates, or if a customer who upgrades a phone has an incompatible feature. Otherwise we leave them alone, we dont get paid for adding a feature that we just removed.

We also dont slam every new customer with Roadside and all that other "promotional" crap. Only features the customers want/need.

Its not hard to play within the rules and still maintain a $25 feat/opp ratio.

Posted by: classylady78

What she did was blatant feature flipping.

However, I don't know what kind of business policy an agent store has (as I work for COR) but we are not allowed to add features to our own accounts. (even if they are not erp lines) We are not even allowed to look up our own accounts..we could be fired for it.

Posted by: marshal

Per the new comp plan that launched April 1, she will not get anything anyway for flipping it since it was already on the account with no "net addition" of features or changing the feature family. I am not sure yet if it goes towards features/opp though.

Bigsho, you may still get your commission for the features. However, as classylady said, as COR reps we would get fired for making changes to our own accounts.

Posted by: crazyfishinut

I believe marshal is correct. With the new comp plan this should eliminate the chargeback. I do believe that the dsr will still show the change and it will count toward your FOP. I believe that this could also be a COBC violation if pressed for changing something on your account that your did not ask her to change.

Posted by: ivwshane

Nope he will get charged back because they were removed with in the first 30 days. Had the girl removed them outside of the 30 days the op wouldn't have had any charge backs and the girl wouldn't have gained anything.

I would definitely talk to the manager (actually I would have your manager talk to them). The girl sounds like she needs to be fired, we don't need that kind of person at a corp store.

Posted by: bigsho

My AT&T rep has to approve account changes to our lines before we add em. To make sure we just aren't adding stuff to make money. But since its a BB plan, and I have a BB, I was allowed to add it and get paid for it.

But yes, she blatantly flipped my feature after I told her not to touch my account. I should have reminded her to not flip it as well tho.

Posted by: neodamonkey

I would get in contact with the district manager and let them know what is going on. I know that there is a no tolarance policy for feature flipping since it is against business code of conduct. If the dm does their job then she should get in trouble for it. Also I dont know if y'all have an ethics line that you can call but I would defentially call it in as well because then they have to investigate (or atleast from what I have heard they have to) and this will get the proper people involved.

Posted by: IronCross

I say get a hold of everyone from the store manager all the way up to regional manager and get that ***** in trouble.

Then flip her back.

Posted by: Really_Annoyed

Quote:

Originally Posted by neodamonkey

If the dm does their job then she should get in trouble for it.

Most likely won't happen. You don't get to be dm for doing your job. You get there by being "slippery".

Besides,

Quote:

Originally Posted by bigsho

she was taught to remove features and add them as bundle packs.

that's just flipping features in more words.

Posted by: cingman66

I'm pretty sure everyone in here has, at one time or another, removed and re-added a similar feature to someone's account. All we ask is that you WAIT until the feature has vested (185 days) before you do this...it's that simple. We are all in the same boat, let's be considerate of one another's time and effort (and paycheck!).

Posted by: JP Whoregan

C'mon, bigsho, are you seriously going to sit there and make like you have never, ever, ever, ever flipped a feature in your phone selling career? You came up with that long-*** post to complain about a feature flip?

Get real and get over it. According to most codes of ethics, under no circumstances should you be accessing your own personal account from anything but OLAM in the first place. Secondly, the way I see it, that girl helped you with a personal account issue that you obviously could not resolve yourself. So what if she takes compensation for it?

I mean, agents sell (free) SIM cards to customers for $25 without batting an eye, and now we wanna cry ethics? Lollers.

Posted by: k.heiner

Wow, sorry.

Both of you guys were in the wrong, and I hope you don't make too much noise within your organization because it's probably against your rules as well...

Terminate both employees for blatant violations.

Posted by: SmokinTrickster

I would have said "I work at a Agent store and please do not touch any of my features."

Posted by: Chuyee

I work at COR...and my advice would be to get her repremanded...thats the only way they are going to learn....and those peoples are the ones that give the rest of us a bad name and a bad rap!! anyways! I remember that prior to the April 1st Re-comp plan a co-worker of mine would flip any feature above 15 bucks and note the account claiming that he had to trouble shoot the account and had to delete and add the feature back..ofcourse he would do that just to cover his arse!!! i really thought it was shady and happen to one day mention it to my manager but DUDE didnt even do anything!! SHADY I tell you...I guess their only concern was to MAKE MONEY at anyones and everyones expense!!

Posted by: cingman66

Quote:

Originally Posted by Chuyee

...I guess their only concern was to MAKE MONEY at anyones and everyones expense!!

Therein lies the problem. And it is a problem we could ALL get together to fix if we would just abide by a standard of ethics between ourselves. Sort of like 'honor among thieves'...no pun intended.

Posted by: SuxBeingU

I love some of the COR employees trying to downplay it like its no big deal. In So Cal they fired alot of peeople recently for flipping excessively, it is a big deal.
It not even that she did it that she did it to his phone adn took the comission out of HIS pocket. If you want to hand over the commission(40) I am sure he will be ok with it.
Don't forget to document everything and also get your RAE adn his supe included in the loop.
As far as whether he can access his own account that would be up to his boss adn is not in the contract the dealer signed with Cingular/ATT, it wasn't when I signed mine.

Posted by: classylady78

Quote:

Originally Posted by SuxBeingU

I love some of the COR employees trying to downplay it like its no big deal. In So Cal they fired alot of peeople recently for flipping excessively, it is a big deal.
It not even that she did it that she did it to his phone adn took the comission out of HIS pocket. If you want to hand over the commission(40) I am sure he will be ok with it.
Don't forget to document everything and also get your RAE adn his supe included in the loop.
As far as whether he can access his own account that would be up to his boss adn is not in the contract the dealer signed with Cingular/ATT, it wasn't when I signed mine.

Why does every thread here have to turn into Agents vs Cor or Cor vs Agents???

Will she get fired for this, who knows? I am a cor rep and I said she blatantly flipped the feature.

Posted by: nextel2cingular

You shouldn't be adding features to your own account. Gee, I wonder why agents get a bad rap...

Posted by: cingman66

Quote:

Originally Posted by nextel2cingular

You shouldn't be adding features to your own account. Gee, I wonder why agents get a bad rap...

Agents get a bad rep because COR stores bad-mouth us.

As for adding features to your account, there is nothing in the Agent agreement that prohibits this.

Posted by: nextel2cingular

You don't see anything morally wrong about doing this? The classic "No one ever told me I couldn't do this" defense...

Posted by: cingtd

If corporate reps are not allowed to touch their accounts why would any agent think they should be able to?? Doing so is clearly a COBC violation and if you are caught you will be promoted to customer. Simple rule, "Don't do it"!! Enough said !

BTW: if anyone who is an existing agent who wants to access their account, please keep the thread Agents getting canned in my area in mind in this same forum.

Posted by: OMEGADARK1

Yes I do believe that feature flipping is wrong but this Agent not only added features to his own account he was paid on those features I just checked with a friend of mine who works in Indirect and he stated that if that agent is found to be doing this they can lose there contract period, its a direct violation of the COBC . I find it odd that we have allot of people screaming for the head of the feature flipper but giving this agent who is also stealing from the company that pays his company to pay him a big pass. This agent is not in the total right on this issue and should be judged just as harshly as the feature flipper since they both stole from the company in there own way. To the agent who started this thread it would be in your own best interest to let this thread die if you bring to much attention to your business practices (as far as getting paid on your own personal feature adds to your accounts is concerned) someone in At&t indirect will start an investigation and trust me it would not go well for you. As far as the feature flipper is concerned with the new comp plan this chick wouldn't have been paid a dime plus no charge backs would have been given since the features she was trying to flip are all in the same feature family and the original features wasn't fully vested yet .

Posted by: SuxBeingU

ARE YOU KIDDING ME ? that crazy. why is wrong to add features to your own NON DEMO line. Its personal account, I assume he activated too so he can get the commission. Wheres the issue? Hes not adding lines to a COU or ERP line, its a reglular acct.

its not a violation in his dealers contract to do this, he cannot access demo lines or employee lines, that has to be done by the RAE but this is not that. It wasn't in my contract with Cingular either I think you might be confusing the two

Posted by: cingtd

Quote:

Originally Posted by SuxBeingU

ARE YOU KIDDING ME ? that crazy. why is wrong to add features to your own NON DEMO line. Its personal account, I assume he activated too so he can get the commission. Wheres the issue? Hes not adding lines to a COU or ERP line, its a reglular acct.

its not a violation in his dealers contract to do this, he cannot access demo lines or employee lines, that has to be done by the RAE but this is not that. It wasn't in my contract with Cingular either I think you might be confusing the two

Sorry but corporate and agent reps are not authorized to make any changes to their own consumer accounts directly.

Posted by: lowkey16

Quote:

Originally Posted by cingtd

Sorry but corporate and agent reps are not authorized to make any changes to their own consumer accounts directly.

we can't even access our accounts or risk being fired...much less make changes on them

Posted by: cingtd

Quote:

Originally Posted by lowkey16

we can't even access our accounts or risk being fired...much less make changes on them

I absolutely agree. It has been mentioned several times from internal management and several emails that we cannot use any company resources (except OLAM through an external computer) to access our accounts or risk losing our jobs as a COBC violation. For some reasons, several agents/reps seem to think otherwise. I guess they missed that memo/meeting. Go figure.

Posted by: corys00

I can't believe that you can even access your ERP and COU lines as with VZW, Vision has different security levels and RSR and CSR level access prohibits accessing those types of lines. Only persons in store that could would be manager level and Tech support. Why doesn't corp address it from that angle?

Posted by: cingman66

You guys are way too serious about this. Listen, there is nothing in our (and my guess is many other Agent's) agreement with AT&T that says we can't access our own personal lines (not ANR lines) from POS. Just because you guys can get fired and believe that it is one of the seven deadly sins for us to do so, does not make it wrong or forbidden. We can add lines, change features or rate plans, heck even make commission off said changes. Why is that so hard to believe? Do you guys know every single Agent's agreement by heart?

Next subject, please.

Posted by: madd_dogg_914

Not to fuel the fire anymore, but I just got off the phone with my RAE, and he said that there is absolutely NOTHING wrong with me accessing my own PERSONAL account through POS.com II. I am allowed to make commission (as I have for all 5 lines on my account) and I am allowed to make any feature changes that I want. WHat I am NOT allowed to do, is anything that I would not be allowed to do for any normal customer (i.e. putting a FAN on the account, or putting Media Net Unlimited on a Blackjack II) So long as I abide by those rules, he said, I am not violating any agreement that we have with at&t. So either he's wrong, or I'm not doing anything wrong. If I add a Blackberry Feature to my account, why SHOULDN'T I get paid for it? Thats the real question. I hardly think it stealing. What would be the difference if the exact same account was in my wifes name and I added the feature? Same bill, getting paid by the same people, seems like a silly thing to say I am "stealing" from at&t.

Posted by: cingman66

Quote:

Originally Posted by madd_dogg_914

Not to fuel the fire anymore, but I just got off the phone with my RAE, and he said that there is absolutely NOTHING wrong with me accessing my own PERSONAL account through POS.com II. I am allowed to make commission (as I have for all 5 lines on my account) and I am allowed to make any feature changes that I want. WHat I am NOT allowed to do, is anything that I would not be allowed to do for any normal customer (i.e. putting a FAN on the account, or putting Media Net Unlimited on a Blackjack II) So long as I abide by those rules, he said, I am not violating any agreement that we have with at&t. So either he's wrong, or I'm not doing anything wrong. If I add a Blackberry Feature to my account, why SHOULDN'T I get paid for it? Thats the real question. I hardly think it stealing. What would be the difference if the exact same account was in my wifes name and I added the feature? Same bill, getting paid by the same people, seems like a silly thing to say I am "stealing" from at&t.

What he said. If the feature is legitimate, then we should get paid commission for it, end of story. We are not cheating AT&T out of anything.

Posted by: Telegraph

whoever said that adding a feature onto your own account equates to stealing should get off his/her high horse and just look at things from a logical standpoint.

i hate snobbish cor reps who think they're above everyone.

Posted by: Wrangler3383

COR vs Agent banter =

Posted by: Goelz83

Quote:

Originally Posted by Wrangler3383

COR vs Agent banter =

Just another day on HoFo... Sigh

Posted by: sowire

hahahahahah omg goelz

Posted by: Telegraph

Quote:

Originally Posted by Wrangler3383

COR vs Agent banter =

YES.....but you as a mod allow it. The board allows it. As long as people are allowed to take cheap shots towards the indirect channel, you'll see posters try and defend it. Sadly some posters will never have the full capacity to see that there are bad salesmen everywhere and that it is not limited to one channel. Until that day happens when posters stop making ridiculous claims that "all XXXX are bad, you should never shop there"....it will never stop.

Posted by: NukuCamui

Quote:

Originally Posted by Wrangler3383

COR vs Agent vs CS banter =

fixed.

Posted by: Wrangler3383

Quote:

Originally Posted by Telegraph

As far as I see it, there are differences in the two channels which bring out frustration and disagreement. Its simply the nature of the beast. As long as people can debate and argue nicely, there is no problem. We aren't here to babysit you, you guys can handle it. So why not allow it in this thread for now? What is wrong with people talking? Just like in any conversation, if someone doesn't like it they can always just walk away. Obviously if the rules are broken and people are getting offended, the thread needs to be trashed. I just don't see a debate on the difference in ethics between the two sides as a bad thing. A bit off topic maybe, but thats how it goes. If anyone disagrees and thinks the thread should be closed, thats fine. My previous post was basically a joking nudge to keep things civil. Didn't mean to confuse you.

Posted by: cingman66

Quote:

Originally Posted by Wrangler3383

Very well said!

As long as things are civil, debate between the two sides should be allowed. The posts that should be removed are the pea-brains who write "All xxxxx stores suck" or something of that nature. If we merely point out the differences between the two channels and seek to defend our positions, then isn't that why we have forums in the first place?

Posted by: Wrangler3383

Quote:

Originally Posted by cingman66

Very well said!

And if you do see a post of this nature, you are encouraged to report it or PM one of us. I like to think we are pretty good to you guys in here as far as getting stuff taken care of. Don't be afraid to bring things to our attention.

Posted by: Linkman

Channel conflict is nothing new. COR vs. Agent - B2B vs. COR - Web vs. telesales and so on. As I have said a million times, the carrier could something about it if they wanted to and they don't! The conflict creates a hungrier sales force. It's much like the lions in gladiator times. They poke and prod them, starve them and give them a taste of blood. Then they discard them in a heap when they have outlived their usefulness.

Happy Selling!