WIND!?! Why you no fix this!?! LD India Issue

[rjwells]

Wind customer service is pathetic, it's trench warfare getting them to resolve issues. To borrow a famous phrase: Wind Customer service can be relied on to do the right thing, but only after having exhausted every other alternative.

[Stock Rider]

Chances are, this wont happen. They wont ever call you. You should call them and keep a note of who you talk to and the time. Ask for the name and ID first, and say something like "Hi, My name is _____, and who am I speaking with today?". If they dont answer, then say "Excuse me, but what is your name ... what should I call you?". DO NOT MENTION ANY SIGN OF TROUBLE OR THEY WILL LIE!!

Once they say their name, say something like "Ok Mr/Miss ___________ nice to talk to you today." THEN mention your problems!!

Wind employees dont not know how to resolve a problem, so PROMPT THEM! Tell them if they can retroactively apply it, or give a credit. Keep bugging them. Also mention that you time has value and You want 115% credit. (this way you will get 100%).

Thanks, this is awesome advice! I have the information of the first CSR I have already, but its good to know I should do this at the start and ask for the 115%. I will call again to ask for a status update. =)

[green1074]

The "owner" should be taking responsibility for this since it was supposed to be added in store. Had it been done, it would've been noted on your receipt. Knowing this, the "owner" should be able to speak to back office and have your account noted since it wouldn't be your fault.

[Stock Rider]

The "owner" should be taking responsibility for this since it was supposed to be added in store. Had it been done, it would've been noted on your receipt. Knowing this, the "owner" should be able to speak to back office and have your account noted since it wouldn't be your fault.

He actually did try! No, B.S. He picked up his phone after apologizing, called the Dealer Support line that they have, put it on Speaker phone, explained that due to a technical glitch because he remembers inputting the India Plan on if they could retroactively place it on and wave the fees and the 'dealer support' tech on the other end who was unaware he was on speaker (or unaware that I was able to hear him) raises his voice and starts telling the 'owner' that he knows he can't do this and the customer is to call 611 and how he has been warned before for calling on a customer's behalf.
I'm going through the channels to see how Wind will resolve this and if they outright refuse then I will see if I can get the store owner to try again.

Thanks for the advice!

[Stock Rider]

Just wanted to give everyone an update!

I called back just as xtactx suggested because from past knowledge (from other's experiences) they don't call you back. So the next day I called and low and behold the CSR at that time tell's me the 'back office' has done their investigation and that the charges are valid. I feel that rush of adrenaline but instead of losing my cool I become firm, asking to speak to a supervisor because this is unacceptable. (Staying polite however)

Explain to the supervisor (and I forgot to mention this in the OP) that I have a receipt that they have hand written on stating that the Infinite India option is added and I have been to the store and they tell me that its a technical glitch because it was added on their 'cap' but for some reason it didn't print out. But because it was on 'cap' it was added.

The supervisor then states oh, go back to the store tomorrow and call from there, if they say this is true we will adjust it. I go to the store and call the CSR and quote the Ticket #. She tells me to tell the store to add comments to the profile stating the information and call back.

Turns out Wind Reps can't do that any more due to 'Live Link' changes and the owner tells me to call back and let him speak with them. Talk to a CSR, (have to explain full story each time I talk to someone new), says there are no comments on the system from store rep. Store owner talks to rep explains the situation and she says okay, I will add the comments and will forward you to back office.

Get to back office rep (whole story all over again) and he says, there is no comments to support what I am saying. Luckily I did not leave and handed it back to the Store Owner again.

So I paid the bill in total to restore the account (kind of worried there) but they did refund me the total as a credit so I won't have to make payments for a couple of months going forward.

Thanks for everyone's assistance, and sorry about that TL;DR. I know a lot of people probably had a good laugh or rage (depending if you got fooled by it)