vB Easy Archive - ARGH!!!! Agents!!!!

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ARGH!!!! Agents!!!!
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Posted by: blessd24

Ok so listen to this garbage (or read I suppose):

I'm looking through my current month chargebacks and notice that I have a PDA Connect chargeback for 29.99. Well I look at the number and kind of recognize it because he has an 8125 like me and he asks me questions about different things pretty regularly. Well I go to the account and it turns out that and agent down the street took off my PDA connect plan and added it back on for themselves. Well I figured they were just being shady and screwing me over like usual but I read the notes and it was even worse than that.

The customer called them based on a "tip" that someone gave him about saving 20 dollars a month (they were going to take off PDA connect and put on Media Max which is bogus all of in itself). Well they made the change and it didnt work for some reason so he said to put it back the way it was. So they did, in their code of course. How convienent. Oh also they added a 200 text package to his line because he used 21 text messages last night, sure doesnt make any sense. And they didnt tell him they were doing it.

Second thing, to another line on the account they added Media Max 1000 because the person using the line had gone over the Interent on her Media Basic plan. Also she only used about 100 messages. 5 MB would obviously cover the usage, with 2 meg to spare also. They dont need a 1000 messages really so media max would have done if nothing else. What makes this worse is they didnt tell him about it, they just said..."we'll take care of that overage for you" What the freak is that?!?! They dont even tell him they are adding 30 dollars worth of charges for him?!?!? Well I got it all corrected to how it was supposed to be now. But what on earth do they think they are doing?!? I hate the agents, Hate with a capital H that is. Not to say that all agents are bad but all the agents I have ever seen/heard about have been absolutely shady. They screw us, Cingular as a whole and worst off the customers.

End rant.

Posted by: Superpimp

So take off the PDA connect and put it on in your codes, you gotta watch it out for your charge backs

Posted by: blessd24

Quote:

Originally Posted by Superpimp

So take off the PDA connect and put it on in your codes, you gotta watch it out for your charge backs

I did. Another thing that makes me mad though is that I got that data connect when we were getting paid 75 percent on features and now we are only getting 50 percent so I'm out 10 bucks. Not that big of a deal but in principal it sucks.

Posted by: BellaDea

why are you only get 50%?

also, when doing that make notes or actually have your manager do a dealer code change. Corporate is really looking at people doin shady stuff right now (not saying what you did was shady because of the reasons you did it. but they don't care about that).

speaking of agents, i was one myself so I know not ALL are crap, but we had one today that just sent us over the edge. one of the things he did was upgraded a customer and took her old phone saying "we have to take this to recycle it". didn't ask her if they could keep it and she never would have given it to them.

Posted by: blessd24

Quote:

Originally Posted by BellaDea

why are you only get 50%?

Because thats our payout on features in my market. I believe that it depends on your market on what you get paid the most on. Some make more on Opportunities (me) because they are harder to come by. Some markets are already getting a bunch of opps so they dont need to push those, they need to push features so they pay more on them to those markets. What percent payout do you get? 100?

Posted by: BellaDea

85% in mountain time zone...... unless they changed it without telling me...lol

Posted by: anubis9278

i dont think this is an agent problem. this affects everyone in sales with cingular. personally Cingular needs to re-work our payout schemes and commission.

Posted by: MrAlifEkin

Quote:

Originally Posted by anubis9278

i dont think this is an agent problem. this affects everyone in sales with cingular. personally Cingular needs to re-work our payout schemes and commission.

yeah like shortening the chargeback period...

Posted by: holaDude

When I saw your headline, I thought you were practicing for International talk like a pirate day.

That sucks that someone changed the feature and didn't add it back under your agent code. When I make changes on accounts for features, I will use original agent's code depending on when it was added. Meaning if it was added last year, forget it it's my add on.

Posted by: Superpimp

Quote:

Originally Posted by holaDude

Meaning if it was added last year, forget it it's my add on.

Exactly, this isn't just an agent thing this runs through everyplace in Cingular, especially phone reps I saw almost 300 taken out of the guy's next to me check because a care rep took off his features and added them under their codes

Posted by: MoeDrummer

I don't know about other agents, but I'm not able to change features on an account and keep it under the original code. If someone walks in and tells me they need more messages or internet, I go in and make the change. We don't get paid for walk in features yet. The agent in your case may not have known they were going to cause a chargeback. Unless you know for sure it was deliberate, it's not worth getting worked up about.

Posted by: Superpimp

Quote:

Originally Posted by MoeDrummer

I don't know about other agents, but I'm not able to change features on an account and keep it under the original code. If someone walks in and tells me they need more messages or internet, I go in and make the change. We don't get paid for walk in features yet. The agent in your case may not have known they were going to cause a chargeback. Unless you know for sure it was deliberate, it's not worth getting worked up about.

That's a possibility as well when I was an agent for Verizon, I couldn't change things on a persons account without adding 2yrs to the account, I couldn't view notes, etc.

Posted by: blessd24

Quote:

Originally Posted by MoeDrummer

I know them, I know how they get paid. I know they did it on purpose.

Another issue here is the fact that they were trying to give media net to a customer that needed PDA connect. That is wrong all of itself.

Posted by: johnmsteiner

Maybe the reason they were giving them the MEdia Net plan instead is because someone at customer service convinced them it was possible? I know I've had customer care tell me that before, and I just laughed at them. They tell customers that all the time (which makes no sense anyway) they can switch and save. What a load! On top of that, then the customer things I'm the liar!

Also don't forget the reason you hear all the shady agent crap is because you never hear all of the great things some agents do for their customers, only when they get pissed off. I get compliments day in and day out because of the way I treat my customers, but believe me if one is somehow dissatisfied I never hear the end of it!

I'm only trying to play the devils advocate here, I could care less either way. Sorry about your commission, and sorry that you have sucky agents in your market. So do we, and they make us all, including COR look bad. (COR tends to do a good enough job in the Ohio market as it were anyways... but hey I'd rather not be flamed so I'll keep my mouth shut

Posted by: SmokinTrickster

Man I'm a agent and I'm not shady

I can't add features on any account accept under my agent code. Also I have plenty of customers come into my store saying how its so much nicer in here then the other (corporate) store down the street. Not saying that all corporate stores are bad, but I think theres more pressure to sell there so it gives more incentive be shady.

Posted by: tkdlove

i used to defend agents, being that i am one, but now i know that while they may not do shady things most times their comapnies do... like steal contest phones from employees and charge back reps cause they were to lazy to check up on contracts... but hey COR "wat cha know bout dat?"

Posted by: Telegraph

uhm..... isn't it "shady" and "wrong" to "access" a customers "account" and make "changes" without their "permission"... how "shady" is "that"?

This applies to corp reps who go into accounts to delete a feature off of a customer's account only to re add it with their comp code...... i mean, isn't THAT shady too? come on! It doesn't matter if another rep deleted your comp code and put in theirs....if you don't call or inform the customer that you're going to delete and readd the feature....you're no better than they are.

Posted by: anubis9278

you guys are missing one important fact...the enemy here is CINGULAR. it was stated earlier "shorten the chargeback periods". If everybody can get on that boat we may be able to accomplish a common goal. otherwise this thread will go on for weeks about something that is completely out of your control.

Posted by: SuxBeingU

heres what I don't get, How can your computer system be so basic that its that easy to do. I am no longer a Cingular agent, becuase I wouldn't go exclusive, BUT when I go into a Verizon acct I can change a feature but I don't get paid if the feature was previously on the account. If I add a feature I get paid, thats the only time.
Can't cingular come up with a better system that would eliminate this problem? doesn't seem that difficult.

yeah some agents suck but so do some corp reps.

Posted by: blessd24

Quote:

Originally Posted by Telegraph

uhm..... isn't it "shady" and "wrong" to "access" a customers "account" and make "changes" without their "permission"... how "shady" is "that"?

This applies to corp reps who go into accounts to delete a feature off of a customer's account only to re add it with their comp code...... i mean, isn't THAT shady too? come on! It doesn't matter if another rep deleted your comp code and put in theirs....if you don't call or inform the customer that you're going to delete and readd the feature....you're no better than they are.

1) He didnt tell the customer that he was going to put a 30 dollar Media Max plan on his account, all he said is "ill take care of that for you." Thats shady.

2) I did call the customer and tell him the whole situation, he was as mad about it as I was. He told me that he would call Cingular and make sure I got my commission if they refused to pay me for it.

Posted by: BellaDea

Quote:

Originally Posted by Telegraph

It is shady and that is something corporate is looking at. That's why if it was a legitimate feature stealing act they ask that you do a COMP Code Change Form and have your manager take care of it.

Posted by: mulletwireless

Quote:

Originally Posted by blessd24

Ok so listen to this garbage (or read I suppose):

I'm looking through my current month chargebacks and notice that I have a PDA Connect chargeback for 29.99. Well I look at the number and kind of recognize it because he has an 8125 like me and he asks me questions about different things pretty regularly. Well I go to the account and it turns out that and agent down the street took off my PDA connect plan and added it back on for themselves. Well I figured they were just being shady and screwing me over like usual but I read the notes and it was even worse than that.

The customer called them based on a "tip" that someone gave him about saving 20 dollars a month (they were going to take off PDA connect and put on Media Max which is bogus all of in itself). Well they made the change and it didnt work for some reason so he said to put it back the way it was. So they did, in their code of course. How convienent. Oh also they added a 200 text package to his line because he used 21 text messages last night, sure doesnt make any sense. And they didnt tell him they were doing it.

Second thing, to another line on the account they added Media Max 1000 because the person using the line had gone over the Interent on her Media Basic plan. Also she only used about 100 messages. 5 MB would obviously cover the usage, with 2 meg to spare also. They dont need a 1000 messages really so media max would have done if nothing else. What makes this worse is they didnt tell him about it, they just said..."we'll take care of that overage for you" What the freak is that?!?! They dont even tell him they are adding 30 dollars worth of charges for him?!?!? Well I got it all corrected to how it was supposed to be now. But what on earth do they think they are doing?!? I hate the agents, Hate with a capital H that is. Not to say that all agents are bad but all the agents I have ever seen/heard about have been absolutely shady. They screw us, Cingular as a whole and worst off the customers.

End rant.

find out who their indirect cingular rep is and give them a call and let them know what shady crap is going on over there, get a hold of that agents manager and rip them a new one too, call that rep on it. I'd stop by and give them notice you will not tolerate their BS. It is the only way that stops.

Posted by: dcwtampa

Agents don't have access to any codes - they have a limited access in POS and they can not even see the notes on the account. They do not get paid on features that are not added to an account that was activated by them. Even if they did the activation and a customer comes back and adds a feature there is about a 5% chance that they will even get paid for the feature. The backend of Cingular commissions department can not track accuratelly enough. Most agents only get paid correctly about 70% of the time even with legitamate activations because of the poor software that is used. Agents are not bad - I hear more bad stories about customers coming from corporate stores and complaining about the poor customer service and the long waits. But please understand that agents just don't have the access that the COR have it is very limited.

Posted by: SmokinTrickster

Yeh I can hardly do anything in POS. But I can see notes, and when I add features I do get paid for it. To be honest I have many customers come into the store to add or change features, b/c they have called before or gone to other stores and the features were messed up or not done correctly.

I dont know how many times someone comes in the store and says they wanted txt messing takin off the account, or they wanted to drop the media package, but whoever took the call didnt keep the pay-per-use on there, so I had to add it to fix the internet for them. Usually I convince them to put the package back on.. so maybe they do that on purpose ..

Posted by: Linkman

How many times do we have to hear this whine about agents???

There are shady reps everywhere (period). It IS Cingular's fault for not keeping a closer eye on things and actually doing something about it (period). At the same time there are a lot of people who ought to look up the word "integrity" in the dictionary (exclamation point)!

Posted by: ivwshane

I'm sure cingular big wigs actually don't mind all the add/removal of features, after all, they only really pay it out once and if the feature keeps getting added/removed then they really never pay it out at all.

Posted by: VMV702

Quote:

Originally Posted by Linkman

How many times do we have to hear this whine about agents???

There are shady reps everywhere (period). It IS Cingular's fault for not keeping a closer eye on things and actually doing something about it (period). At the same time there are a lot of people who ought to look up the word "integrity" in the dictionary (exclamation point)!

Seriously....I work for a COR store but there are shady salespeople both in COR and Authorized Dealer Locations

Posted by: Alfred_Neuman

i've noticed cingular charging back something that was never taken off on multiple occasions myself.

i could never do anything about it because i was under new management.

(yes you read that management. i know you're reading this. enjoy that donut and remember. keep jackin up 'em quotas

)