Top Carriers Hit With Lawsuits
Roadside assistance!!
Hahaha, I remember the good ol days of explaining why customers bills had a 2.99 charge for roadside assistance while I was working for Cingular. Was it the same with Verizon? Free for a month before they charged them on the 31st day?
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yeah the corp store down by me was famous for this I received 100's of customers over the years that stopped in or were upgrading and when i went over their plan they had no clue they had that on their account. It ticked a lot of people off, I think they just added it to everyones account and people who didn't realize it or looked through their bill just kept paying for it. I have ran into that with data packages as well, I think their are some reps out their that are a little shady and just add that stuff on without really explaining it to pad their commission check. Not everyone is like that but it happens in this industry.
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But in Verizon's Defense as well as Cingular's a lot of stuff is given to the customer in written form, people just don't take time to read it. Every contract I have ever signed, being a loan, or a satelite dish, or a cell phone, i read the contract, not all the little fine print but at leaste the main page, and why wouldn't you look over your first bill to make sure everything was right? Some of this stuff people just need to take responsibility for it themselves, read crap before you sign, not every salesperson in America is looking out for your best interests beleive it our not.
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When I worked for cingular they made us push this roadside assistance. We were to tell customers in order to take it off they would have to call in customer care when they were at home and the phone was activated, knowing that 90% of the people would forget and take it off after they saw the charge on the bill. I've never had anyone fight over a 2.99 charge on their bill, they always just asked what it was then paid it. Cingular is shady....
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How is that shady? You told the customer it was on there and that they could remove it. 🙄 You could take it upon yourself ,if you were that concerned about it, to remove from the customer's account during downtime. You got paid on it, right?
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How is that shady? Did you eve read what I wrote? Cingular trained us to LIE to customers in order to keep that feature on the account. They would train us to tell them we couldn't and in reality all we had to do was click 1 link and it was off the account. Most of the reps didn't lie to the customers about it, but the fact that you have to choose to go against your company in order to tell the truth to a customer says a lot about who you work for.
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i'm an authorized agent, and i see it comming more from corporate stores... i mean, to their defense, it says right on the contracts something to the affect of "by signing this contract I understand that I have been given a 30 day trial of Roadside Assistance. After the trial offer has ended, I understand that I will be charged $2.99 a month"
people sign their contract without reading, and the sales people don't say a word about it, just for that reason.
i really have no sympathy if people don't read their contracts...its their own dumb fault if they get charged for something they had ample opportunity to cancel...
people sign their contract without reading, and the sales people don't say a word about it, just for that reason.
i really have no sympathy if people don't read their contracts...its their own dumb fault if they get charged for something they had ample opportunity to cancel...
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especially since the customer is supposed to initial a box next to the stated terms regarding RA.
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yeah right!!!! we didn't get paid for roadside assistance, nice try, my complaints all came from corp 😛 A few from Radio Shack but my company never paid us for roadside or asurian insurance so we never pushed it. Might be different for other companies but my area i got countless complaints from the corp store doing this without customer knowledge. Now our company does focus on data, but a year ago we didn't get crap for it so there was no need to push any of this stuff, while direct was trying to meet quotas. Now that we are pushing data we still don't get commision for roadside or asurian and don't just add crap to peoples accounts because it is shady and we will just get charged back for it anyway, and the people that do pull this crap e...
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Well I work for an exclusive VZW agent so it might vary. But roadside is a commisionable feature for me. My company also credits it towards DTR. Although SLAMMING is NOT beneficial if you think about it, we have a 60 day chargeback on commissions, so slamming this and Vcast which I have seen alot of(not by my company), just bites you in the a.s.s when you get commission reviews.
FYI.
FYI.
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Insurance is never a commisionable item since you're not an insurance agent. You are however required to offer it.
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You are not required to offer it if you offer your own 😉 We sell it if people want it but our insurance is better.
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Thats right.. but we get paid on insurance. AND roadside assistance. We give our customers a sheet explaining the benefits of roadside and stating that they are receiving a free trial and how to cancel. Most people find it such a good idea that they don't cancel it. (and they aren't being lied to since the paper explains it)
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Yeah I just upgraded a cingular customer the other day, and the system automatically adds it for 30 days free, and you have to call to cancel it if you don't want it. So if you don't tell the customer...
The only thing I think is dumb is that you have the option to add it or not for new customers, but not for upgrading customers... How about they be like T-Mobile and just get rid of it all together.
Most warrantys on cars offer free towing, a free battery, and so forth, not to mention there's also AAA and such.
The only thing I think is dumb is that you have the option to add it or not for new customers, but not for upgrading customers... How about they be like T-Mobile and just get rid of it all together.
Most warrantys on cars offer free towing, a free battery, and so forth, not to mention there's also AAA and such.
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Our pos system gives you the option to remove the auto generated feature at the time of activation.
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I don't know about Verizon, but at Sprint it was part of your commisionable revenue. I got about %95 of my customers on roadside rescue, internet, pictures, voice command and anything else that was fee for the first month.
Then I had them initial each spot on the contract for each item, told them that they would have to call in to cancel but to give it a try anyway. I also would program 2 reminders into thier phone calendars to remind them to call in and cancel if they didn't want it anymore.
I made sure that they knew what they were getting. I was the slowest sales person in my store. But I also had one 1 complaint in a year and a half (which was BS anyway) and averaged over $100 revenue per new activation. I just wish that t...
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Then I had them initial each spot on the contract for each item, told them that they would have to call in to cancel but to give it a try anyway. I also would program 2 reminders into thier phone calendars to remind them to call in and cancel if they didn't want it anymore.
I made sure that they knew what they were getting. I was the slowest sales person in my store. But I also had one 1 complaint in a year and a half (which was BS anyway) and averaged over $100 revenue per new activation. I just wish that t...
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When I was doing my Cingy gig we attached RA with every post activation and upgrade. I don't feel bad for my old customers because we had explained that they would be charged after 30 days and had them initial next to it on their contract. If they needed it taken off they could call 611, call the store, come into the store, remove it via online account management.... point being my customers knew it was there and had plenty of ways of getting it taken off.
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I don't agree with that at all. If the customer doesn't want it in the first place, it shouldn't be put on there just cause it's free for 30 days, and you'll make a commission off of it.
You should explain the additional features first. as in "Would you like to try road side assistance free for 30 days?" and if they say yes then add it on. Every customer should not have to call in something they didn't ask for in the first place. Adding things and then having the customer cancel them before 30 days may result in charge backs to the company as well.
Please be a courteous sales rep and ask the customer first before putting it on there... We don't put customers on higher minute plans to try for the 1st month, so why would we add something...
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You should explain the additional features first. as in "Would you like to try road side assistance free for 30 days?" and if they say yes then add it on. Every customer should not have to call in something they didn't ask for in the first place. Adding things and then having the customer cancel them before 30 days may result in charge backs to the company as well.
Please be a courteous sales rep and ask the customer first before putting it on there... We don't put customers on higher minute plans to try for the 1st month, so why would we add something...
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I did forget to mention that we would remove it right there in the store if the customer asked. Most of the time they never did.
We had quotas to hit (started at 4 feats per postpaid, then eventually moved to freakin 5 per post and 2 per prepaid), and if we asked the customer before adding it then RS wouldn't get added 90% of the time. Customers are wiered like that sometimes. You ask them if they would like to try text messaging and they say no they dont do it(then come back when they get their next bill and it has $60 of chargers for TXT).
I'm not saying it was the right thing to do, but if adding RS to a contract and making a customer go through 0 - 10 minutes of work to get it off helps me keep my job, wellll..
Personally I'd fo...
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We had quotas to hit (started at 4 feats per postpaid, then eventually moved to freakin 5 per post and 2 per prepaid), and if we asked the customer before adding it then RS wouldn't get added 90% of the time. Customers are wiered like that sometimes. You ask them if they would like to try text messaging and they say no they dont do it(then come back when they get their next bill and it has $60 of chargers for TXT).
I'm not saying it was the right thing to do, but if adding RS to a contract and making a customer go through 0 - 10 minutes of work to get it off helps me keep my job, wellll..
Personally I'd fo...
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