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Thread: Do Not Call Our Department If.....

  1. #16
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    Originally posted by SnkeSkiner
    Yep, we get it in TSG all the time. I'm now quick enough to do a MS Search in the iHLR and find the MS Busy when the CCR is still on the line.

    Also, in the troubleshooting flows it states to have the customer powercycle the phone. Not really possible if the customer is on it!
    oops, cancel location.

  2. #17
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    Originally posted by Caboose1977
    ACTIVATIONS:
    - your husband is a welder and looking for work (long story)
    .
    Dude....Elaborate on this....Please! WTF!!!
    Sheldon: It's very simple. Scissors cuts paper, paper covers rock, rock crushes lizard, lizard poisons Spock, Spock smashes scissors, scissors decapitates lizard, lizard eats paper, paper disproves Spock, Spock vaporizes rock, and—as it always has—rock crushes scissors

  3. #18
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    Originally posted by SnkeSkiner
    Yep, we get it in TSG all the time. I'm now quick enough to do a MS Search in the iHLR and find the MS Busy when the CCR is still on the line.

    Also, in the troubleshooting flows it states to have the customer powercycle the phone. Not really possible if the customer is on it!
    Actually it states in the troubleshooting guidelines if the customer states they did some of the things in the flow then it's considered acceptable. I've taken a lot of calls where the customer stated they either power cycled (handsets), soft reset (pda/sk), or hard reset (again pda/sk). Sometimes it's just the provisioning of the GPRS in the HLR (why don't they make a simple command similar to the reboot device under the desktop tool for sidekicks?) and really once you get that done the call is really done (just tell them that when they power back on the device it should work).
    Please call 1-800-937-8997 on a different phone so we can help you...

    Need to know how to interface your phone to your device.


    Need help setting up your email client on the phone click on this for setting it up.

    What is your proxy setting then go to what to input for the settings

  4. #19
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    Originally posted by Deyaniera
    Dude....Elaborate on this....Please! WTF!!!

    It happened all the way back when I was in A-Bay. From what I remember of the call, this guy calls up looking for some guy, Mr. Soandso, but the problem was the cust didn't speak really good english. I tried to explain that there was no way to reach anyone in paticular but he didn't understand so he put some other guy on the phone, who's english was no better, and asked all the same questions. Then he put a third guy on the phone...same problem, same questions. Finally, the wife of the first guy gets the phone, has better english then the other three combined, so I explain everything I explained to the other three, and then she tells me that her husband is a welder, was to contact this Mr. Soandso guy to do some welding (of course), I explain that they've reached TM and so her final reply in the end was "My husbands a welder. Do you need any welding done?" To that I just politly declined.

  5. #20
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    Originally posted by Caboose1977
    It happened all the way back when I was in A-Bay. From what I remember of the call, this guy calls up looking for some guy, Mr. Soandso, but the problem was the cust didn't speak really good english. I tried to explain that there was no way to reach anyone in paticular but he didn't understand so he put some other guy on the phone, who's english was no better, and asked all the same questions. Then he put a third guy on the phone...same problem, same questions. Finally, the wife of the first guy gets the phone, has better english then the other three combined, so I explain everything I explained to the other three, and then she tells me that her husband is a welder, was to contact this Mr. Soandso guy to do some welding (of course), I explain that they've reached TM and so her final reply in the end was "My husbands a welder. Do you need any welding done?" To that I just politly declined.
    Don't you guys have access to the language line as well? It could of saved you a lot of time and headaches and the translator would of had the customer squared away.

  6. #21
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    Originally posted by EPIC_TRUTH
    Don't you guys have access to the language line as well? It could of saved you a lot of time and headaches and the translator would of had the customer squared away.
    For us in Activations, if we get someone on the line, we can tell they speak Chinese, but their English is horrible, we cannot request for language line unless the customer asks us specifically.I have spent times doing COR's (change of responsibilities) where the customer, I know they probably speak more comfortably in Chinese, but since they have not asked me to get someone to intrepret, I am stuck.
    A T-Mobile Quad-Trained Senior Rep. Working in Business Care, Universal Activations, formerly a NTC Rep and trained as a Offline Activations Rep. Let's Just Say I Can Do It All!

    Disclaimer: My Opinions do not necessarily reflect those of T-Mobile itself or their policies.

  7. #22
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    Originally posted by j_binkley
    For us in Activations, if we get someone on the line, we can tell they speak Chinese, but their English is horrible, we cannot request for language line unless the customer asks us specifically.I have spent times doing COR's (change of responsibilities) where the customer, I know they probably speak more comfortably in Chinese, but since they have not asked me to get someone to intrepret, I am stuck.
    It makes sense why that policy is in place.. You wouldn't want to offend anyone. But I've noticed that the only people who get offended when you offer a translator are Hispanics. I can say that - I'm half Cuban. (The half that likes rice and beans.) They go on with the "I been in thees country veintidos anos, y I speaka ingles goood!"

    *Disclaimer: My aunt's lived in Miami since the sixties - Although I love her to death, my two year old nephew could discuss a billing issue in English better than she could.
    My thoughts, opinions, hopes, and dreams, are representative of Alltel. Yeah, that's right. I work for Alltel.

  8. #23
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    Originally posted by Jen Ever
    "I been in thees country veintidos anos, y I speaka ingles goood!"
    That what I went through for that whole call. Except that they didnt bother to tell me how long they've been here.

    For us in Activations, if we get someone on the line, we can tell they speak Chinese, but their English is horrible, we cannot request for language line unless the customer asks us specifically.I have spent times doing COR's (change of responsibilities) where the customer, I know they probably speak more comfortably in Chinese, but since they have not asked me to get someone to intrepret, I am stuck.
    I've had intrepreters who need intrepreters.

  9. #24
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    Originally posted by Caboose1977

    I've had intrepreters who need intrepreters.
    Ugh, that's the worst. I had an interpreter once who didn't know what a nickel was, when I said that in/out sms was a nickel.

  10. #25
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    Originally posted by Jen Ever
    Ugh, that's the worst. I had an interpreter once who didn't know what a nickel was, when I said that in/out sms was a nickel.
    Have you ever tried to do a Verbal Contract on the phone with the intrepreter. They always have fun trying to translate "mandatory arbitration". Most times I have to read that "little script" below explaining it to them.

  11. #26
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    Originally posted by Caboose1977
    ACTIVATIONS:

    - If your drunk and chewing on a sneaker...and wanting to activate prepaid.

    - sober and wanting to activate prepaid

    - if the cust account is cancled for nonpay, and they want it resumed now that payment is made.

    - if cust is wanting to resume after being in WO status

    - if the account is canceled for more then 60 but less then 90 days and they want it resumed.

    - excisting or potential cust calls to complete COR, and excisting cust HAS NOT agreed to the script or is not notated right!!!!!!!!! (COR is the code...not the memo)

    - your doing a 2 party port request. Go visit a store instead.....the pair of ya's.

    - calling to add a line to an account thats not yours. The fact that your grandma is 65 and only speaks Spanish is not an excuse!!!

    - you don't have a sim, but you want to activate new service.

    - your husband is a welder and looking for work (long story)

    - to edit port requests....you want NTC. Activations only submits new ones.

    - your idea of a transfer is to let the rep do their call opening and then you confrence the cust in without a word to them or the rep. (I recognize call center background noise when I hear it and this BS pisses me off a lot!!! )

    - your a dealer who is too lazy to do your job before calling. And after every question you have to go ask the cust for the info.

    - your a dealer donig a new acitivation, and you didn't run credit first.

    - you just assume what the cust wants, you dont bother to ask probing questions.

    - the cust is already excalated about thier very large bill. (that one came from a CC sup - cold)

    - you want to cancel.

    - you want to port out.

    - you didn't save your changes when converting a cust from Smart Access, and they want a new line.

    - your idea of a SA conversion is "cust ok to convert off SA" with no changes made to the account.
    Hmm i wonder if i eva talked to you b4
    My opinions and statements do not reflect the policies or stance of T-Mobile

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  12. #27
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    Originally posted by Jen Ever
    They go on with the "I been in thees country veintidos anos, y I speaka ingles goood!"
    .
    ok mam, sure i can get you on the line with that account specialist/TSR/FCR/(Wherever the hell u need to be xferred to), if you dont mind holding.....

    And off to da spanish Q you go...

    *oops was i supposed to xferr to saves??? my bad.

  13. #28
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    Don't transfer to Financial Care for payment arrangments if the account is active. We cannot do payment arrangments unless the account is suspended. The only thing we can do on an active account is hold it for 7 days, in most cases the customer has already talked to us and is not eligable for this. You can even check the eligability for it! Why do so many reps insist on transfering the call just so I can tell them rather than doing so yourself?

    Originally posted by EPIC_TRUTH
    Financial care, do not transfer to customer care if the customer's account is suspended for cihu inquiry (information won't pull up, data troubleshooting, rateplan changes, and calls troubleshooting (wakeup, it's suspended of course they can make calls other than customer care and 911).
    Yeah I am aware of this as I have done handset research offline work a lot. The thing is, we are told to transfer to customer service. I personally just tell them we can't view that info until the account is active again.
    Last edited by chrisxtreme; 05-04-2005 at 08:25 PM.

  14. #29
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    Originally posted by chrisxtreme
    Don't transfer to Financial Care for payment arrangments if the account is active. We cannot do payment arrangments unless the account is suspended. The only thing we can do on an active account is hold it for 7 days, in most cases the customer has already talked to us and is not eligable for this. You can even check the eligability for it! Why do so many reps insist on transfering the call just so I can tell them rather than doing so yourself?
    Dude its been so long since ive called financial care, i dont even know what ur greetings sound like anymore lol...i never xferr over there...more than half the time, theres no need to.

  15. #30
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    Originally posted by Deyaniera
    Dude its been so long since ive called financial care, i dont even know what ur greetings sound like anymore lol...i never xferr over there...more than half the time, theres no need to.
    About 30% of my calls seem to be transfers from customer care. Sometime there are valid issues that we have to handle, but you CAN'T send a customer to me to see what their payment arrangment options are because they aren't even eligable.

    What really gets me is when they call asking for help with something, or when team lead / coach calls asking for help. I've had a rep escalate on me because I wouldn't take the call.

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