AT&T Confirms Device Upgrade Fee Rising to $36
Top message: Ha by Tofuchong
Replying to: Re: Ha by Beatertruck
Re: Ha
Aaahh....and authorized retailers have even less authority than COR store agents....
I can see why corporate would want authorized retailers to not budge on these kinds of things....you don't want customers wasting the time of someone who is supposed to be there for sales......
But customer service is different, customer service is there specifically to deal with those kinds of issues, and customer service has more leeway for personal discretion...
Or at least they did when I last worked in an at&t call center in August 2010....
The last audit of at&t that was done by corporate while I was there was in Feb-March 2010, and that is when we got our instructions to go easy on the upgrade fee and to not be aggressive about policy but try to negotiate....
Indeed, corporate said that the main reason why they were unhappy with our credits was not because the credits were given, but because the credits were not adequately notated, with full explanation for why the credit was given...
I can see why corporate would want authorized retailers to not budge on these kinds of things....you don't want customers wasting the time of someone who is supposed to be there for sales......
But customer service is different, customer service is there specifically to deal with those kinds of issues, and customer service has more leeway for personal discretion...
Or at least they did when I last worked in an at&t call center in August 2010....
The last audit of at&t that was done by corporate while I was there was in Feb-March 2010, and that is when we got our instructions to go easy on the upgrade fee and to not be aggressive about policy but try to negotiate....
Indeed, corporate said that the main reason why they were unhappy with our credits was not because the credits were given, but because the credits were not adequately notated, with full explanation for why the credit was given...
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