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AT&T Mimics Verizon, Pushes Upgrades to 24 Months

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Top message:  Consumer Unfriendly by michael_herc   Jun 9, 2013, 6:22 PM

Replying to:  Re: Consumer Unfriendly by michael_herc   Jun 9, 2013, 8:46 PM

Re: Consumer Unfriendly

by T Bone    Jun 9, 2013, 9:32 PM   edited Jun 9, 2013, 9:40 PM

I read it, my point is that I know from my own experience as both a customer and employee of at&t that 'at&t policy' is a joke that no one actually abides by...the early upgrade I just did was something that technically, according to policy, I wasn't actually eligible for.....but I got it anyway because I know how to work the system.....


When I worked for at&t, the corporate office used to actually PUNISH you if you would abide by policy and a customer was unhappy....if you were insistent that policy had to be followed, then at&t corporate would tell you to back down and just give the customer what he wanted....if a customer asked to be given a credit and you refuse to give it, you can get suspended or even fired for it, even if the credit is 'against policy'.

We were told directly by at&t corporate that our job was NOT to 'uphold policy' but to negotiate with customers and find a solution that the customer was happy with, and that if making the customer happy meant violating policy, then so be it....the customer is always right.

My point is that it doesn't matter what the policy says, NO ONE abides by policy, not even corporate abides by policy. If you have ever have an at&t employee tell you that he can't do such and such because 'policy' doesn't allow it...you're talking to a n00b....either that or he's a jerk....either way, he won't have a job for long.

That's my point....policy doesn't matter. Come on, anybody who works in the wireless industry knows this.

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