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Wonder what really happened?

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Posted by: ~X~

So i had an agent call me today and he seemed pretty rushed. Personally I don't like talking to agents (bad history with them) but that doesn't mean I won't help.

Anyway, he said that this account he's working with needs Int'l roaming and dialing added NOW because apparently SOMEHOW some mom SOMEHOW got separted from her kids and she ended up Houston, TX with her kids in Mexico. That's right, SOMEHOW these kids caught in international flight and now they're lost and she freaking out.

Damn... so I'll try to help and the whole time the agent is being all pissy saying that he called in a week ago and they were to call the mom back in 48 hrs and they never did. Well, after reading the memos while he looked for the tax-id number to verify, I noticed the notes showed that on 6/19/06 the lady called in and escalated becasue she demanded her int'l feature put back on. Apparently (and the agent told me too after he verified) the international feature was removed "for no reason" (to which the agent said "that's messed up")

I tell the agent that this lady had her phone suspended 5 times in 12 months, 3 in the past5 alone. That's why they removed it. There was a note stating that's why it was removed from the International Team and that if she wanted it put back on she'd have to wait 90 days. She complained and complained and threatened to cancel and when someone got her over to the correct dept that could add the feature for her right then and there they still denied her and told her that she needed to wait 90 days and that they will not add it for her. Basically, pay your bill, be a good customer, and we'll add it back on. She even got more pissed, said she'd cancel and hung up. Someone talked to the Int'l team AGAIN and tried to get it but they were denied and when we called her back she said she was going to cancel anyways.

After I explained this to the rep, he was all silent and said it NEEDED to be added on NOW cuz she needs it. He asked if my mgr could add it and I told him that neither I nor my mgr could add it for them, I needed to submit a form but it wouldn't matter becasue 3 days ago the International Team denied her themselves after speaking with her and then another rep trying to help out. He got pissed and said "that's messed up"

He asked why did they even remove it....
---> Me
I told him because she had bad payment history and that it came from the International Team themselves. He then said it's wrong and that we didn't even call her back after we submitted the form to which I replied, "Yes we did call her back. In fact we called her back as soon as we got an answer and even called her back when she hung up on us" (all in the notes). All he could say was "that's messed up" and "what's up with that".

He let out a sigh and I could tell he was pissed... He asked my name and I gave it to him and my CUID and I gave it to him (which in retrospect I shouldn't have... hope QA didn't catch that one).

I wonder if this lady was really in trouble or if this guy just wanted the commission or what? I mean, if it was true this guy let it go pretty easily and didn't put up a fight for this lady who got her kids lost in Mexico SOMEHOW. I don't know... but he never called back


Posted by: Wiggum

good for standing your ground. i hate it when you are correct, the customer escalates and gets what they want.


Posted by: Telegraph

your disdain towards the indirect channel clouds your judgement.


Posted by: NukuCamui

good job ~X~ reps like you make me proud. It irritates me to no end when you put notes on acct or a special instruction on an acct and people just flat out ignore it. That happened to someone I know in Care. The customer wanted back all of his downloads PLUS internet charges for an XBM phone he got. The downloads up to 50 bucks had been credited, but my friend refused to credit internet charges and placed notes on the acct stating "NO MORE CREDITS FOR DOWNLOADS OR INTERNET CHARGES." And the customer called back in and got a $130.00 credit, more than double the original credit.

Idiots!


Posted by: BellaDea

tho i'm not in care i applaud you. the rep was definately in the wrong there. it's kinda odd tho why he seemed to need that feature added so badly and so immediatly. don't get me wrong, i'll fight for a customer if I need to but if the customer is in the wrong, i say "thank you so much" and let the customer know.


Posted by: Isriam

i think if you lose your kids in mexico you're going to find a cell phone and make a call. not sit on the phone in an orange store for hours trying to get international calling added back to your line.


Posted by: MrAlifEkin

Quote:
Originally Posted by Isriam
i think if you lose your kids in mexico you're going to find a cell phone and make a call. not sit on the phone in an orange store for hours trying to get international calling added back to your line.



Very true. I don't think the rep was really concerned about commission. I mean, its just a 3.99 feature. What's he gonna get? Like, two bucks? Heck if i were him, I would have enjoyed telling the lady that she couldn't get international back on her account. Maybe that's that cynical side of me that says that i've been working sales too long.....


Posted by: cingularbred

Congrats ~X~!!

I'm indirect but I don't take what you said to heart. I too hate when customers are in the wrong and they b***h and b***h until they get someone to give them everything. Call it cold-hearted but when I'm wrong I take it like a champ. If we somehow jacked the customers bill then I will bend over backwards to make things right. I'll make all the necesary calls and do all of the talking. But if for example you used 8000 txt msg when you knowingly had the 200 txt plan don't come screaming to me about how you thought I said it was unlimited for the life of the contract and that you want a credit.

As for the disdain for indirect agents I can understand why you feel that way. But please don't label all of us. I been in the indirect side of things for 5 years now and I've seen some very good people come and go. Unfortunately for every good person there are 5 idiots who ruin it for everyone. I'd like to think of myself as one of the few who actually knows what they're talking about


Posted by: MTN DRMZ

Quote:
Originally Posted by Isriam
i think if you lose your kids in mexico you're going to find a cell phone and make a call. not sit on the phone in an orange store for hours trying to get international calling added back to your line.


I agree...

If somehow my kids got on the wrong flight and ended up in Mexico... First things first, get ahold of the airline... They have the ability to call the airport and get the kids back home. That is just common sense. Right?


Posted by: MrAlifEkin

customers don't have common sense....


Posted by: Mourningstar

Quote:
Originally Posted by MrAlifEkin
customers don't have common sense....

Yet another story that further supports my theory that Cingular has the absolute dumbest customers in the worl (no offense)...


Posted by: ungratefulninja

Quote:
Originally Posted by MrAlifEkin
customers don't have common sense....


I need a t-shirt that says that.

They really are like a baby with a pacifier. Seemingly normal adults will throw a childish fit over a cell phone.


Posted by: TechRepG

Sign me up for that shirt too!


Posted by: NukuCamui

You guys wanna know what REALLY happened?

La migra happened. Thats what happened.


Posted by: 1badprincess

I thoroughly commend you ~X~!!!! I'm an agent and I know how you feel when people dont read the account notes.

For example; a couple months ago we had this woman and her teenage son come in. He was doing an exception upgrade and while I was doing this upgrade she was asking me about adding her son's girlfriend to their FT plan. I say sure and give her the rest of the details about adding her. A week after that she comes in and talks to BOTH my manager and I and tells us she is sending in her son and girlfriend to activate her line and that she gives us permission to activate it with out her present. The next day they come in and activate her line. 2 and a half months go by and she shows up in our store stating that she wants to cancel her line and we inform her of the ETF. She says that we committed fraud and that we should have never let her son activate that line. My manager and I both looked at each other with a WTF look and reminded her that she gave permission. She shuts up and leaves. We notate the account of the situation and we figured that was it. Oh.... but it wasn't!!! Apparently she calls into customer service and tells them that we activated the account without her permission blah blah blah whine whine whine and the CS without even looking at the account notes tells her that she wouldnt have to pay the ETF and that they'll CREDIT BACK the money that was spent on that line!!!!!! She calls back to CS and gets an intelligent rep who called us and asked us what was going on. We were FURIOUS! The CS rep says that since the other CS rep told her that Cingular would do all that, that he would have to honor it. What a load of crap that the first CS rep put us through!

We all put the situation together.... son and girlfriend had a bad breakup so they wanted to cancel the line. So the only thing that we had was the Charge back. To my knowledge they didnt return the phone.


Posted by: razedisbar

Quote:
Originally Posted by 1badprincess
I thoroughly commend you ~X~!!!! I'm an agent and I know how you feel when people dont read the account notes.

For example; a couple months ago we had this woman and her teenage son come in. He was doing an exception upgrade and while I was doing this upgrade she was asking me about adding her son's girlfriend to their FT plan. I say sure and give her the rest of the details about adding her. A week after that she comes in and talks to BOTH my manager and I and tells us she is sending in her son and girlfriend to activate her line and that she gives us permission to activate it with out her present. The next day they come in and activate her line. 2 and a half months go by and she shows up in our store stating that she wants to cancel her line and we inform her of the ETF. She says that we committed fraud and that we should have never let her son activate that line. My manager and I both looked at each other with a WTF look and reminded her that she gave permission. She shuts up and leaves. We notate the account of the situation and we figured that was it. Oh.... but it wasn't!!! Apparently she calls into customer service and tells them that we activated the account without her permission blah blah blah whine whine whine and the CS without even looking at the account notes tells her that she wouldnt have to pay the ETF and that they'll CREDIT BACK the money that was spent on that line!!!!!! She calls back to CS and gets an intelligent rep who called us and asked us what was going on. We were FURIOUS! The CS rep says that since the other CS rep told her that Cingular would do all that, that he would have to honor it. What a load of crap that the first CS rep put us through!

We all put the situation together.... son and girlfriend had a bad breakup so they wanted to cancel the line. So the only thing that we had was the Charge back. To my knowledge they didnt return the phone.






Had that exact same situation....and per my manager I told the customer..."that we would review the store tapes and prosecute whoever signed that contract to the full extent of the law." The guy knew his daughter did the signing for him so he decided to just leave rather than send his baby girl to jail.




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