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Phone Collector
Has anyone tried to get the 35% off their bill yet? I emailed in my form and they said I had to get my account switched over to the new system. I called retail angels and they told me to create a new account on the hub. I did that and it said I had to call retail support. I guess I failed the credit check....even though I already have a virgin phone. Why did I have to do a credit check in the first place? Retail angels said "call equifax" which means nothing obviously that's not going to do anything why should I even have to do a credit check again, my account is in good standings anyways! Has anyone else gotten their 35% off their bill yet?
My antenna is smaller than yours
I apparently have the discount applied to my account. I didn't need a new credit check done since customer service moved me over when I upgraded my phone to a Blackberry. I have yet to get a bill but I did receive an email saying I have the discount.
Why yes, that is a bag phone
I'm at the point where I might just smash our store phone and go caveman for a few days. Customer care is treating us like complete junk. I get their busy, but we're on the same team here. Customers are calling me for the stupidest things. The lady I just got off the phone with was pissed I didn't know the names of everyone that worked at a store in another city where I have never worked nor even visited and was making pissed off sighs when she asked for the number to that cities store and I had to look it up online cause I don't know off the top of my head. Like come on lady, why are you calling around to Calgary stores asking about other cities?
Another insightful and thought provoking post...
Phone Expert
Originally Posted by vmscottonwood
When you activate an iphone with a deposit, you need to call customer care so they can put it through on their end, its called a Deposit Soc. They need your store dealer code and the ticket number on the receipt if it is already rung through POS. If the customer is in a hurry and they don't want to wait while we call CC than they can leave, however inform them that there phone won't be active until we let customer care know.
I was also told that this only needs to be done for the iphone with a deposit NOT on the blackberries or dumb phones.
hope this helps
Why yes, that is a bag phone
Has anyone noticed it's been taking a very long time to get any phones working? It usually only takes 5 minutes or so for the phone to be active but I've noticed wait times over an hour today.
Phone Collector
I just got an iphone and it hasnt worked yet irs been almosr 2 hours
Why yes, that is a bag phone
I'm assuming since you work for Virgin you've made sure the agreement has been processed. Have you also tried turning off the phone then taking out the sim card and putting it back in, then turning it on and toggling airplane mode on and off? That worked for the girl here that just got one. She waited hours and when she did that it started working.
Phone Expert
I am so utterly fed up with waiting on hold for the Retail Angels.
Today, I have been recording my wait times.
I work 12-5.....it is not even the end of my shift yet....and I have spent 2hours and 11 minutes on hold today, collectively.
This is soooooooooooo wrong.
WHAT IS BEING DONE ABOUT THIS?
Radiation is good
It's being put behind, locked in a safe, never to be spoken about again.J.D. Power and Associates can NOT find out about this
(FYI I had about 3hours on the phone yesterday in a 8hrs shift; I didn't get to go on my break till about 4:20)
Another topic I wanted to bring in, what's your highest deposit amount so far, on the new system?
I got the lovely sum of $500 deposit for a Bold
Prepaid is to contract like a mistress is to a wife. No wonder so many people don't want contracts
WIND & Public Mobile Mod
why does VMC not create a toll free number for kiosks to use.
the call volume from their retail locations will be small so one rep can be assigned to the internal number.
when there are no calls from the internal line the rep could field regular calls.
the internal number would require you enter your employee number so that it is not abused by the public.
Radiation is good
I don't think the numbers currently assigned to sales reps are being abused by the public... it's just that this whole old system/new system issue makes reps required to call in every 2nd customer.
Here are some possible scenarios when reps would have to call in:
- "I want to add another line to my current account "(for an HSPA phone; normally we'd have to call in even for a CDMA one, but unofficially we can still use the old system for this)
- "I want to switch my plan for something in your new brochure"
- "I want to bring over my iPhone (or any other compatible phone) here" (normally we should be able to due it, but as of now I still haven't been able to do a carry over myself, but maybe it's just me)
- "I want a phone and play with you guys" , possible scenarios
- there was an issue with the credit check, the system says manual review required
- there is a deposit required for a smartphone .. most of the times you need to call CS
- nothing in particular .. system just says to call CS
WIND & Public Mobile Mod
so there is already a number in place for retail locations?
Why yes, that is a bag phone
Yes, the retail angels. I've heard of them hanging up on customers that aren't working at a store. About 99% of them ask what store you're working at, probably not the most secure checkpoint but I'm sure they weed out some randoms that way.
I've noticed the deposit debacle getting alot better as the days go by. Now I can fully expect the window to pop up and tell me the details of their credit check (i still wish it was earlier in the activation process). I've been successful in porting virgin numbers from the old system to the new one myself for customers that want to make the switch to an iphone or whatever.
WIND & Public Mobile Mod
with the long hold times i thought you had to call into the regular number
My antenna is smaller than yours
Nope we have the 'retail angels' that is supposed to be just for us...however, with the amount of crap that we have to call them for the wait time for them is higher then the normal number. I've even called the normal number a few times and gotten through but as soon as they find out I work for virgin they transfer me and I wait on hold for another hour or so.
When the new system is fully working it'll be great and hopefully we won't have to call for much at all but at this point with us not being allowed to use clubhouse we have to call in for everything. Most customers that want something basic done end up calling in themselves because I wait on hold for an hour and they dial 611 on their phones and get through quicker then I can.
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