vB Easy Archive - so i pretty much lost it today at work.

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so i pretty much lost it today at work.
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Posted by: Alfred_Neuman

guy came back and is all like "HEY! it works!................but im returning it because AMAZON GIVES IT TO ME FREE (the black v3)" all while smiling at me.

i pretty much tried to bs my way to get him to keep his line but was a lost cause.

i walked away pissed off while coworker did the return. forgot to mention to him porting his # was going to void the rebate but frankly i dont care. let him find out on his own.

anyways just venting after a long crappy day.

Posted by: SuxBeingU

Alfred this BS kills me too but what bugs me more than anything is... if you go to any thread where someone is asking about a phone or two or asking about Amazon or wirefly they get told by several poster to do exactly what this guy did to you. Go buy it use it and take advantage of the 15day return policy, no big deal. I can at least stick them with a restocking fee if they give me BS excuse like that most have no recourse

Posted by: ivwshane

Alfred, have you thought about a different career and if so what? I'm being completely serious. The stress your job is causing you is very unhealthy.

Posted by: Alfred_Neuman

Quote:

Originally Posted by ivwshane

Alfred, have you thought about a different career and if so what? I'm being completely serious. The stress your job is causing you is very unhealthy.

oh for ******** sake, this is my first rant in forever and i get crap from you people?

bug off. im not in the mood to hear "onoes! get a different job then!"

how about a big **** NO!?

this isnt what pissed me off that made me lost it. this is ONE of the things that blew the cap off it.

i wish and pray the death of amazon,wirefly and any other site the cruelest death.

online sites: screwing agents and corp reps one at a time.

Posted by: digitalslurp

I don't think ivwshane was giving you crap.

Also there was that thread about your commission check, that could be considered a rant.

Posted by: ivwshane

I definitely wasn't giving you crap. I know exactly how you feel, I've been there before, myself. The only way I have seen some one get out of this rut is by changing their career.

I could care less if you rant or complain, I don't mind it, it makes me feel good to know that I wasn't alone in my frustrations and now that we have a forum dedicated for such posts I don't see a problem with them.

Posted by: CA

Quote:

Originally Posted by Alfred_Neuman

guy came back and is all like "HEY! it works!................but im returning it because AMAZON GIVES IT TO ME FREE (the black v3)" all while smiling at me.

i pretty much tried to bs my way to get him to keep his line but was a lost cause.

i walked away pissed off while coworker did the return. forgot to mention to him porting his # was going to void the rebate but frankly i dont care. let him find out on his own.

anyways just venting after a long crappy day.

“forgot to mention to him porting his # was going to void the rebate but frankly i dont care. let him find out on his own.”

Didn’t you miss an opportunity to keep a sale here?

Posted by: mig29

Quote:

Originally Posted by Sonix

“forgot to mention to him porting his # was going to void the rebate but frankly i dont care. let him find out on his own.”

Didn’t you miss an opportunity to keep a sale here?

Good point.

It seems that for some it's easier to blame the competition then to actually work to make a sale.

Posted by: izod

Leave the man the heck alone. Rarely do customers actually listen to us, especially when trying to explain the difficulties of purchasing phones online. IMHO, if you are activating a NEW line, NEVER been with the company before, Amazon will work for you. But do NOT try to port. Do NOT try to add a line. It just doesnt work.

We get railed on each and every day, by customers who feel that Cingular is obliged to maintain their phone.
"I've been a customer for TEN YEARS, you OWE me a new phone."
"I just bought this phone, it stopped working. 'I'm sorry, but it's been wet.' NO IT HASNT!" "
"Customer service told me to come here, and that you'd give me a free phone." <-- This is the worst, because CS doesn't think about what they're doing sometimes.

The man had a long day, and he came here to blow off some steam with fellow employees. He doesn't wanna change jobs, he just got one too many "issues" today.

Posted by: -X-

Well Alfred when he comes with his Amazon RAZR with a "Hey, I bought this RAZR and this bluetooth headset off amazon.com and I was wondering if you could hook it up to my phone?" or "Can you set up my voicemail." or "The 8 key doesn't work right (or some warranty thing), can I exchange it here?"

I love when they expect you to help them with their phone after they bought it of amazon or w/e.

Posted by: tendura

Like sands through the hourglass..... So are the days of our lives @ Cingular.

Or any other carrier for that matter.

Posted by: BellaDea

Quote:

Originally Posted by izod

Leave the man the heck alone. Rarely do customers actually listen to us, especially when trying to explain the difficulties of purchasing phones online. IMHO, if you are activating a NEW line, NEVER been with the company before, Amazon will work for you. But do NOT try to port. Do NOT try to add a line. It just doesnt work.

amen on that. I told this woman EVERY reason NOT to go to amazon for her razr, but she still went there. Customers don't care about getting in store service till they need it.

and thumbs up to the Days Of Our Lives reference tendura

Posted by: gsmgprsfan

Quote:

Originally Posted by Alfred_Neuman

forgot to mention to him porting his # was going to void the rebate but frankly i dont care. let him find out on his own.

Thanks for being another wonderful retail employee who doesn't tell the customer everything they should know.. now we'll have to deal with it in Customer Care when he calls back in escalating about the rebate.

way to go

Posted by: CA

How about equally responsible. The problems aren’t going away.
http://www.mobiledia.com/news/37543.html

Posted by: anotheran

There should definitely be a restocking fee. Or some method of preventing a customer from cancelling their service within the return period and applying for it again.

If you buy a computer you pay a 15% restocking fee (can't return if it's custom built). You can't return a new car and just pay the mileage you put on it. At BestBuy, if you keep returning things, they keep a record so they KNOW what type of shopper you are.

But I really think they shouldn't let you cancel and redo it again immediately after for the discounted handset cost. I think after the initial contract, if you cancel and redo it, you gotta pay full price for the phone to compensate the used phone Cingular has to sell to someone as refurb

The bad thing about the Amazon thing, people don't really know is that some Cingular stores are franchises so supporting phones sold by Amazon costs them money.

Posted by: anubis9278

i would've canceled his port in request.

Posted by: CA

Quote:

Originally Posted by anubis9278

i would've canceled his port in request.

You can do that! I thought the "porting" law was there so Telco’s couldn’t keep you hostage.

Posted by: CA

Quote:

Originally Posted by anotheran

There should definitely be a restocking fee. Or some method of preventing a customer from cancelling their service within the return period and applying for it again.

If you buy a computer you pay a 15% restocking fee (can't return if it's custom built). You can't return a new car and just pay the mileage you put on it. At BestBuy, if you keep returning things, they keep a record so they KNOW what type of shopper you are.

But I really think they shouldn't let you cancel and redo it again immediately after for the discounted handset cost. I think after the initial contract, if you cancel and redo it, you gotta pay full price for the phone to compensate the used phone Cingular has to sell to someone as refurb

The bad thing about the Amazon thing, people don't really know is that some Cingular stores are franchises so supporting phones sold by Amazon costs them money.

Try not to forget “the return period” is not something a carrier does on there own. They were made law because of carrier sleaze. It’s just now they have to deal with it.

Posted by: anubis9278

Quote:

Originally Posted by Sonix

You can do that! I thought the "porting" law was there so Telco’s couldn’t keep you hostage.

This is how it works. I activate your phone, I cancel your port in request b/c you have no equipment. This will in turn lock-up the port system, anyone in IT can confirm this, in which the next rep will have to call PAC. Guess what...Best Buy, Amazon, Wirefly, etc. aint gonna call PAC. You then must take your azz back to store, and get ported in. Or go to another carrier, that reads your line as inactive. So you coming back regardless. Evil aint it.

Please note: I only did this to one customer in the past. But I aint scared to do it again!!!!

Burn em Alfred!!!!!!!!!

Posted by: gsmgprsfan

Quote:

Originally Posted by anubis9278

Burn em Alfred!!!!!!!!!

You guys are unreal.

They won't go back to the store.. they'll call CUSTOMER CARE.. then escalate to Tier II or a Manager, who then has to call PAC, file a ticket and do all kinds of extra work because YOU were being "evil"..

Posted by: CA

Quote:

Originally Posted by anubis9278

Burn em Alfred!!!!!!!!!

Wow just when I thought incompetence made the Cellcos look bad.

Posted by: Alfred_Neuman

Quote:

Originally Posted by gsmgprsfan

it slipped my mind. its ok, you cs reps do enough annoyance to us.

you send em in here for EVERYTHING. hell im amazed you dont send em to us to wipe their butts too

Posted by: NukuCamui

hey hey now alfred. I dont send anyone to the store unless its an emergency. not all of us csr's are bad peoples! Dont let a few rotten ones spoil the bunch. Hang in there man, one day...we'll all get what we deserve.

Posted by: strickzilla

Quote:

Originally Posted by Sonix

“forgot to mention to him porting his # was going to void the rebate but frankly i dont care. let him find out on his own.”

Didn’t you miss an opportunity to keep a sale here?

hmnmm let me think i GAURENTED pay $200 fo ra razr instore or maybe get my $200 back from amazon,wirefly ect....hmmmm what do i have to lose worse case i pay $200..

yeah thats a cahnce to save a sale...let me guess you dont work in retail. im losing sales to best buy being only $50 cheaper

Posted by: gsmgprsfan

Quote:

Originally Posted by Alfred_Neuman

it slipped my mind. its ok, you cs reps do enough annoyance to us.

you send em in here for EVERYTHING. hell im amazed you dont send em to us to wipe their butts too

Us customer service managers only send customers to a store when the customer needs to purchase a new phone and wants to see it in person or we need to have them try a their SIM in a different phone (or different SIM in their phone).. my reps know that the sales reps have better things to do than fix customer issues, but it would be nice if you had some kind of ethics to begin with.

Posted by: .7

We all know where this thread is going. I can see some pot shots comming in the future, so I thought I would chime in before it gets ugly.

Just keep it respectful.

Posted by: strickzilla

Quote:

Originally Posted by gsmgprsfan

ive had care reps send people in my store to do...and get this..... cust has 2 exisiting lines got 2 razrs of wirefly with 2 BRAND NEW #s care to the EXPLICTLY to come into teh retail store and have us port thier existing numbers onto the 2 new #s they got from wirefly?!?!?!?!!?!?

last time i check thats the textbook definition of churn?????

#1 we cant do it

#2 even if i could do it im not gonna waste my time helping a care rep churn a customer and not get paid for it

horayy for care

Posted by: liquidplatinum

Quote:

Originally Posted by strickzilla

Regardless of what carrier, Customer Care and the Corp retail stores never get a long. I don't know how Cingular handles it, but in VZW corp stores "comments on the account" are the law. Therefore, is someone comments on the account, their used name is there as well. Well, if the customer care rep does something wrong like overpromising customers, or offering discounts way too early, etc., we have this whole feedback system that we use. Ultimately, I will do whatever needs to be done to make the customer happy, but afterwards I WILL hunt down a Care rep if it negatively affects my paycheck.

Posted by: Alfred_Neuman

Quote:

Originally Posted by gsmgprsfan

ha...ha......me?? unethical? how is i blanked out on it being unethical? ive bled orange, ive worked BY THE BOOK. i dont sidetrack i go by the books and yet im unethical? ok mr manager.

if you are a manager, you're bad at it. lie all you want, but your cs reps most of em, are bad.

you guys send them to our stores to do TOL's when we dont do anything BUT FAX THEM TO YOU...which it appaears rarely do TOLs get done.

attention........learn to use the notes..........yes, you an say god exists and you got proof, but if I, THE SALES REP dont have the physical evidence, i wont belive you; so NOTE THE FREAKIN ACCOUNT if and anything should be done for customer.

Posted by: fretster

Well, at least you guys can have fun with it. When I first switched to Cingular from Sprint and had the 2 numbers on my Sprint account ported, whatever BONE head did it placed BOTH numbers on ONE porting request, apparently this is a no-no, and subsequently threw my numbers into limbo for 2 weeks which resulted in mixed service and me having to carry around my Sprint AND Cingular phones for that time. Since then my experience has been great, as has the support, although some of the CSRs do seem to be a little slower than others... that makes it really frustrating when I'm trying to explain what is going on and know more than they do about it. *Shakes fist* Keep up the good work guys, it's appreciated... well, by me at least, I'm sure there's people out there that think yer a bunch of *****

Posted by: anubis9278

Quote:

Originally Posted by Sonix

Wow just when I thought incompetence made the Cellcos look bad.

Did I offend you? If so, then feel free to go play in traffic. However, if I did not my statement still stands...the playing in traffic one that is.

Sheesh, no one has a sense of humor.

As for the "I work for Customer Service", if you came face to face with some of the customers we get from your department. They might make you cry.

Ain't it ironic how cingular employees feel about one another?

Posted by: strickzilla

Quote:

Originally Posted by anubis9278

Did I offend you? If so, then feel free to go play in traffic. However, if I did not my statement still stands...the playing in traffic one that is.

Sheesh, no one has a sense of humor.

yeah and i didnt even start on the blue care reps vs orange care reps OMG...

Tripy dont lock it just yet

Posted by: gsmgprsfan

Wow.. perhaps if there was some kind of Quality Assurance monitoring in the stores like there is in Customer Care, we wouldn't have people like Alfred intentionally screwing over customers any more. The goal is, if the customer's leaving, to at least leave them with a positive experience so they might want to come back to Cingular. However, if we're trying to screw customers over as a final "f- you" sentiment, we can be sure they won't come back. It's up to Customer Care to clean up the crap left on the toilet seat by the Alfreds of the retail world.

Fortunately, 95% of the direct-owned store reps I've dealt with have been very helpful and working towards the same goal of helping the customer and keeping them happy.

Usually, the people I've worked with like Alfred are typically at a place like "Let's Talk" Cellular .. not at a company owned store.

Remember, we're shooting for 1.5% churn.. you guys (stores) have very aggressive sales quotas and do have to deal with customers (face to face) all day long..

Our customer care reps are expected to hit extremely difficult stats, meet incredibly strict Quality guidelines, know all devices, rate plans and market quirks inside and out, and talk to upset customers all day long as well - depending on the rep, up to 40+ per day.

None of us have an easy job, we all have specific challenges that the other doesn't have, and we all have to adhere to very aggressive performance goals... We've got blue processes and orange processes that are trying to be merged together, meanwhile we're all stuck in the middle - expected to figure it all out on the fly.

Taking out your frustration on customers (whether they are leaving or staying) doesn't help towards that 'all important' "R" - Reputation.

/soapbox

Posted by: izod

Wow. I'm going to stay neutral on this topic. I work for an indirect - a very nice one at that. We strive to take care of our customers to the best of our abilities. We all realize thats ITS JUST A CELL PHONE. None of this is life or death, its just a phone. With that in mind, we treat our customers with respect, and we treat people at Care with respect.

On the other hand, although we DO take care of any customer that walks in our door, it does not mean that we don't have our issues. We also dislike care certain times of the day for things like - sending customers in for a free SIM card (they cost us money), sending customers in for a free RAZR (it was even on the notes), sending customers in for various other free items (nothing we have is free, except our time), etc. Please Care reps, in the future, specify that a customer needs to come to a corporate store, not anything else, but a corporate store, and tell them where they are. Some of the premiere agents look exactly like corporate stores, but are independently owned. We can't be sending customers around in circles, its not fair, and it doesnt help our R - reputation.

BTW: I do love working with this company.

Posted by: -X-

Quote:

Originally Posted by Alfred_Neuman

it slipped my mind. its ok, you cs reps do enough annoyance to us.

you send em in here for EVERYTHING. hell im amazed you dont send em to us to wipe their butts too

You got it Alfred

Posted by: NukuCamui

holy crap people, dont make tripy use the big lock.

sales and CS eff up all the time, its nothing new. Its also nothing new that sales and CS dislike each other for silly reasons, and good reasons too. Hell, Ive even said "eff our sales dept." But Ive also said "eff our CS dept too!"

Lets calm down and let the poor man vent about the dumb customer. Has he come back since Alfred?

Posted by: rabisdogis

OK.....so I scanned this whole thing and I didn't see what I was looking for so here it goes.

Correct me if I'm wrong but if you purchase service at one store and cancel everything to go to another store to get a better deal, don't you have to wait something like 60 days? Unless the customer did a reverse migration and then remigrated. You know....if customers would just do their homework first then come see us....<sigh>...anyways....I still that that guy would have to wait 60 days before he could be a customer again.

Posted by: izod

I didn't think you could reverse migrate. I thought if they migrated, and decided they didnt like it, they could undo the contract upgrade and go to a different carrier, but then they'd be liable for their liquidated damages with ATT?

Posted by: kilowatt

you can reverse migrate...it's a pain in the arse to take care of, but you can do it.

Posted by: DaleJr#8

Quote:

Originally Posted by Alfred_Neuman

oh for ******** sake, this is my first rant in forever and i get crap from you people?

bug off. im not in the mood to hear "onoes! get a different job then!"

well come on man, you bring this on yourself.

while I can sympathize (sp?) with you about having ANOTHER bad day at work, I cant sympathize for ya for not making a change in your life which would be to find another job.

seriously Alfred, I have never heard someone b*tch about their job for as long and as often as you do (or have done) w/o coming to a point and saying, "f-it. I've had enough. Its time for a long awaited change..."

therefore, you really cant get all pissy when someone suggests that you get another job. only common sense would tell someone to bail on a ship that litterally sounds like its been a floating hell like it has for you with your current employer.

Posted by: johngotti

I have had this happen a few times... going to a corp store or online because of difference in price... if I really dont think its cool I will just call my RAE and somehow she keeps that person from activating or upgrading anywhere for a period of time... wish I knew how that worked...

Posted by: elushon

I gots to side with Alfred on this one...Everyday someone comes in and says CS told them to go to any Cingular store and they'd get a new SIM card, BJ, car charger, whatever. I actually had someone come in and tell me CS sent them to MY store in order to change rate plans. I mean really. There are some great CS people I've dealt with but the vast majority seem to not have the sense to pour piss out of a boot with the directions on the bottom.

CS may have standards and quality they're trained with and supposed to adhere to, but it sems to me the system of checks and balances isn't checking or balancing CS.

Posted by: johngotti

I dont believe all CSR's are clueless because thats not the case... but being an agent I do hate it when CSR's send customers to agent locations for FREE SIM CARDS... and all of the above... if CS wants to put a $25 credit on their account thats fine with me I will sell them one... but if a customer thinks I am going to pony up and buy their sim card for them they are smokin some good stuff...

Posted by: gsmgprsfan

Quote:

Originally Posted by elushon

I gots to side with Alfred on this one...Everyday someone comes in and says CS told them to go to any Cingular store and they'd get a new SIM card, BJ, car charger, whatever. I actually had someone come in and tell me CS sent them to MY store in order to change rate plans. I mean really. There are some great CS people I've dealt with but the vast majority seem to not have the sense to pour piss out of a boot with the directions on the bottom.

CS may have standards and quality they're trained with and supposed to adhere to, but it sems to me the system of checks and balances isn't checking or balancing CS.

When our call centers went through CSE training, we were all taught that if a customer needs a new SIM, and we deem that it's appropriate for there to be no charge for the SIM - that we just need to note the account appropriately (sent customer to retail store for sim at no charge), and it will be done.

Is that not the case?

Posted by: johngotti

Maybe for a COR Company Owned Retail store... I work for a Premier Agent and they cost us money (mentioned by IZOD earlier) if you arent signing a contract they are $25... not free by any means... most CSR's assume we are a Company store... whereas in this city there are about 20 agents and 3 corporate stores... on the mti map tool it shows "payment locations" those are all corporate stores (as far as I know) I wish more CSR's would review that before sending a customer to "any" store... it makes us look bad... the CSR look bad and Cingular as a company look bad when these simple mis-communications happen...

gsmgprsfan I am not attacking you in any way, but I have worked on the CSR at TMOBILE and know that there are a lot of clueless A**h**** that work in Customer Service... it usually overshadows the good ones who go out of their way to help a customer with thier issues...

Posted by: izod

yes. i think that 99% of my issues with CS would be solved if they would clarify to which Cingular store the customer needs to visit. premiere agents are frequently listed as "Cingular Wireless" on the website due to their marketing agreement. the account could be noted to the moon, but i still cant do certain things. i cant give larger than standard upgrade discounts, i cant give free SIMs, i cant do exchanges, i cant do transfer of authorities. and i sympathize with many of my customers in their frustration - all of the stores look the same, so to them, why cant they all do the same things? such a little issue can cause such a great deal of stress. i have the highest respect for the majority of people at CS, you guys deal with a lot more angry people than we do.

Posted by: gsmgprsfan

thanks izod

none of us have easy jobs... we deal with customers who ask for the world on a silver platter but are only willing to pay for a paper plate.

Posted by: Alfred_Neuman

Quote:

Originally Posted by gsmgprsfan

Wow.. perhaps if there was some kind of Quality Assurance monitoring in the stores like there is in Customer Care, we wouldn't have people like Alfred intentionally screwing over customers any more. The goal is, if the customer's leaving, to at least leave them with a positive experience so they might want to come back to Cingular. However, if we're trying to screw customers over as a final "f- you" sentiment, we can be sure they won't come back. It's up to Customer Care to clean up the crap left on the toilet seat by the Alfreds of the retail world.

Fortunately, 95% of the direct-owned store reps I've dealt with have been very helpful and working towards the same goal of helping the customer and keeping them happy.

Usually, the people I've worked with like Alfred are typically at a place like "Let's Talk" Cellular .. not at a company owned store.

Remember, we're shooting for 1.5% churn.. you guys (stores) have very aggressive sales quotas and do have to deal with customers (face to face) all day long..

Our customer care reps are expected to hit extremely difficult stats, meet incredibly strict Quality guidelines, know all devices, rate plans and market quirks inside and out, and talk to upset customers all day long as well - depending on the rep, up to 40+ per day.

None of us have an easy job, we all have specific challenges that the other doesn't have, and we all have to adhere to very aggressive performance goals... We've got blue processes and orange processes that are trying to be merged together, meanwhile we're all stuck in the middle - expected to figure it all out on the fly.

Taking out your frustration on customers (whether they are leaving or staying) doesn't help towards that 'all important' "R" - Reputation.

/soapbox

well thank you. yes you're so right. **** customers. in fact screw em, right?

so i guess going above your inept co-workers and manager to solve an issue for a customer is me saying screw you to the customer right?

dont even SPEW the stupid R for reputation. if anything, reputation would be at a higher rating if your co-workers decidedto actually LEARN to do their jobs and not make me have to do it for you.

my customers leaving my store damn well knowing they cant upgrade for 21 months. i DRILL it in them. i write it on the contract.
lets see:

cs reps tell customer to go to our store and the manager will credit their account the price difference between AMAZON and the price they paid ( so $150? LOL)

give them an early upgrade w/o exception pricing.

we'll give them loaner phones

manager wll credit overage that wasnt suposed to be (hello cs, this is YOUR JOB. you're PAID TO FIX ERRORS).

i could go on and on. i wont even talk about phones, because i doubt more than 30% of cs reps know what GSM even means and probably think we use CDMA.

if you so claimed you're a manager then boy do you need a review on how bad your management skills are. everything a rep does reflects on the manager.

if i were you i wouldnt even dare try to insult my integrity. i probably have more self respect for myself and my customers than you and your reps combined. i dont cheat,lie,slam features or any of that sort. im straight and follow protocols to the core.

as for me losing it, it wssnt infront of him and frankly i didnt remember about the amazon policy as far as porting at the time of the return, but that doesnt matter right gsmgprsfan? i'm clearly a shady sales rep slamming features and such to make your life hell right? i lack integrity right?

Posted by: gsmgprsfan

Quote:

Originally Posted by Alfred_Neuman

All of my reps (I have 12 on my team) have been working for the company for at least 4 years.. they all know what they're doing and see people like YOU screwing customers over left and right day in and day out. And it takes reps with that level of experience to fix really jacked up situations like the one you caused.

Unfortunately there are a LOT of CS reps who are new to the company and don't know the difference between a Cingular owned retail store and a Cellular Shack/Parrot/Cell4Less, etc.. it's unfortunate that they can't all learn everything they need to know before they get on the phones, but it doesn't work that way. In addition, we see so many things that get screwed up by the POS, that we don't feel it's our responsibility to clean it up, so we may sometimes send the customer back to the store to get it fixed. For example, there was a customer the other day that I talked to who was really pissed because he could no longer use his Treo 650 with an unlimited Media Net plan.. when I explained to him that he would need to change to a PDA connect plan, he flipped out and was ready to cancel service because he was PROMISED at POS that he could get unlimited internet on his Treo for 29.99/mo... I told him that we could let him out of his contract for no fee due to the miscommunication by POS, or he could pay the regular price for PDA connect going forward. He wanted 29.99.. I found out where he activated service, called the store, talked to the store manager and told them the situation, and that I would be referring the customer back to the store to discuss it directly with them.

So.. if you want to generalize, I could say that all store reps are underhanded, lying weasels who will tell the customer anything to get their commission... but I know they're not. I was simply making my observation based on what you said YOU did to screw over this customer, and had no remorse about it. You have no idea what I'm about, what my reps do or don't do, and how I manage my team. You might want to look into a new career, because you seem pretty bitter, and it sounds like you've been that way for a while.

Posted by: DaleJr#8

Quote:

Originally Posted by gsmgprsfan

For example, there was a customer the other day that I talked to who was really pissed because he could no longer use his Treo 650 with an unlimited Media Net plan.. when I explained to him that he would need to change to a PDA connect plan, he flipped out and was ready to cancel service because he was PROMISED at POS that he could get unlimited internet on his Treo for 29.99/mo...

I see alot of ^ that ^ happening in my local blue store all the time. the corp reps in there (who happen to be my friends) make promises like that all the time. I then ask them why do they do that when there very well could be the possibility of a customer getting a HUGE cellphone bill from excessive amounts of data usage because he was browsing full HTML pages on his Treo 650 with his $19.99 unlimited MediaNet package which he was told would be okay to do.

my friends in the blue store tell me, oh well. thats not my problem. let the customer(s) take it up with customer service if they have a billing dispute.

^ now that is just plain outright WRONG! my friends wont get into the fine print when they're selling MediaNet packages because of course it looks great on their feature quotas. pay no mind at how much of a nightmare that this can and probably will be for customer service down the road. thats a bunch of --edit--. oh well, the store's manager continues to allow it so what do you do?

Quote:

So.. if you want to generalize, I could say that all store reps are underhanded, lying weasels who will tell the customer anything to get their commission...

I hate to say this but thats often more true than one might think. not always, but it does happen quite a bit. at least it does in the local corp stores that I hang out in.

Posted by: anubis9278

Now where is it on this brocheur that it reads unlimited for $29.99.

Ah, found it right here under bull

.

CS needs to get shopped. That would be so funny. What is unlimited for $29.99 at cingular now-a-days?

But you guys have a point, the customer is always right...

...--edit--

Posted by: .7

..and that's the ballgame!