Customer Care
I just watched Customer care lose three customers for Sprint.
A customer and her Daughter came in to my store today (I work for an inderect Dealer) to inquire about Upgrading the three lines they had and renewing thier two year contract.
After going over thier option as far as plans went I checked thier Upgrade eligiblity in SNAP. It turns out that two of the lines were eligible in October and the third line wasn't due (according to SNAP) until July of 08. The customers told me this should not be the case.
Upon further conversation with the customer the Daughter informed me she swithed her phone to an older phone a friend had because hers quit working.
Knowing that sometimes an esn swap can affect the upgrade eligiblity I had...
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A customer and her Daughter came in to my store today (I work for an inderect Dealer) to inquire about Upgrading the three lines they had and renewing thier two year contract.
After going over thier option as far as plans went I checked thier Upgrade eligiblity in SNAP. It turns out that two of the lines were eligible in October and the third line wasn't due (according to SNAP) until July of 08. The customers told me this should not be the case.
Upon further conversation with the customer the Daughter informed me she swithed her phone to an older phone a friend had because hers quit working.
Knowing that sometimes an esn swap can affect the upgrade eligiblity I had...
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bummer for you that sprints cs sucks, click click more churn. i would never recommend sprint to anyone, they treat their customers like crap...actually i've gone out of my way to bad mouth them if anything!
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i never will bad mouth the competition. 1) you might be working for them 1 day. 2) it makes you look desperate.
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I wouldn't say desperate but I will say unprofessional and unnecessary
I will never bad mouth my competition, I will just point out where our pros come in.
I will never bad mouth my competition, I will just point out where our pros come in.
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This work to any company. If you dont get what you wanted on your first call dont piss off call again to anothed rep. Or ask for a Supervisor you only need to say it twice to reach one. 😉
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And again it is not CC fault about the rebate. Any phone that is changed on an account will reset the rebate. CC does not have the ability to reset the elegibility. Only reconditioned phones used for replacment do not affect this.
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ur full of balogne. the only thing that resets eligability since 9/06 is if u use a rebate. thats it.
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no true.....I haven't gotten a rebate on my number since I originally got in in 2003. I keep switching to different phones and I used to work there.....according to the website and the info in the corporate store, I am not eligible for upgrade until May of 2009. It's not because I worked there cause I havent' worked there since September of 06. It's cause i changed phones and it wasn't a recon or pre. Seriously.....I will give you my number and you can look through P2K and see every time I switched phones and then go to my contracts to see if they match up.
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then call in and get it fixed. we can add a code to get it fixed. itis in our policy theonly thing that resets ur eligability is if u use a rebate or discount off of a new phone
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Any time a handset swap is done it WILL reset rebate eligibility unless it is of a rec or preown sku, or if that esn was previously on the same account. In a p2k account the code cannot be reset...
there is a 150hup discount code that cc reps put into account thinking that it will reset their eligibility. This does not. This code only pisses off the customer when they come into the store to use their "rebate"
there is a 150hup discount code that cc reps put into account thinking that it will reset their eligibility. This does not. This code only pisses off the customer when they come into the store to use their "rebate"
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trust me i work here. you r full of bologne. ci get it fixed. the only thing that resets it is the use of a rebate. check kms. i did.
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That is NOT true it has happened several times to my sister when she switches over an esn from an old hand me down phone. They still will not give her a full rebate and its going on 4+ years
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mottelerj said:
ur full of balogne. the only thing that resets eligability since 9/06 is if u use a rebate. thats it.
actually there are some errors with p2k where it acctually will reset the elig. I've seen where some loaner phones from indirect stores can and also warranty swaps have given us that issue. but i terms of the intial question you should give cs a call to look over the account and reset the elig for u. also if they say no go to any retail store and ask them to call there local nss number to check it out for u. cause I know for a fact that in my center if u deserve it and we dont give it to you it's an instant dismisal from imployment lol. so trust me if you haven't upgraded go to the s...
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i know there are errors but bc of those errors we have the hup code that fixes them. thank you for your input! and thanks for helping!
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hahahah i don't work in wireless I have a real job, just another ex sprint customer do to their incompetence!!
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FYI- if you are going to insult someone, try not to make errors in your grammar that my 7 yr old nephew wouldn't make. "do to their incompetence" ???? come on....seriously.......apparently your real job isn't an English teacher.
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i had to comment... send them to retentions when that happens! if you swap the esn with a phone that hasn't been on your account or buy a new phone it will reset the upgrade date... this is not a customer care issue this is a sprint trying to not get scammed by a few customers who flip phones (i know one person who does that). Stop thinking everyone is leaving because of customer care (granted it ain't the best) when our upgrade policies are similar to at&t and verizon or just about anybody else's.
sick of stores getting mad at customer service because of stupid customers or someone trying to trick a customer into going from individual to family plan to get that new phone added on as an "upgrade" do add a lines make more money or someth...
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sick of stores getting mad at customer service because of stupid customers or someone trying to trick a customer into going from individual to family plan to get that new phone added on as an "upgrade" do add a lines make more money or someth...
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retentions should disappear, they make customer service and finance dep look like liars, always restoring lines to cust trash
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and why the hell should being with a company mean you get free stuff? I've driven ford for 4 years and hadn't sold the car off yet... do i get a free car? Give me a new hybrid escape for free or I'll take my business elsewhere!
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Then you are both very dumb, It really dosn't make sense when you compare phone companies to Car manufactures when it comes to rebates, damn.
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Actually it does. The wireless industry got themselves into this foolish "free" phone problem themselves by trying to get cust to join them. If everybody had to just pay retail for the phone the phone industry could then concentrate on giving the best service and developing plans to suite cust and not getting into issues with the phones. They give out "free" phones to get you to sign a 2 year contract becuase that is how they guarentee that they can make there money back for the "free" phone.
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Pay retail for a phone HAHA are you serious? If they can offer a 399.00 phone for free you think I am going to pay...can you imagine what the mark up is on a phone?
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I have a question. I am new to Sprint, just signed a 24 month plan and I received phone at a promotional price. Fine, good, no big deal I promise to stay with Sprint for 2 years.
So 18 months down the road I accidentally break my phone, I don't have the insurance because I personally feel $7 a month + $50 deductible is not reasonable. So I go to the Sprint store and I pay retail or full price for the phone. Does that cancel my eligibility to get a new discounted phone 6 months down the road? If so, why? Sprint didn't offer me any discounts for the phone. It didn't cost them anything, in fact they probably made some more money off of me?
I'd like to know, so I can return my phone is this is the case. I'm in my 30 day return perio...
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So 18 months down the road I accidentally break my phone, I don't have the insurance because I personally feel $7 a month + $50 deductible is not reasonable. So I go to the Sprint store and I pay retail or full price for the phone. Does that cancel my eligibility to get a new discounted phone 6 months down the road? If so, why? Sprint didn't offer me any discounts for the phone. It didn't cost them anything, in fact they probably made some more money off of me?
I'd like to know, so I can return my phone is this is the case. I'm in my 30 day return perio...
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Hold up a second.
So you think that if I buy a phone from a friend, or online, or walk into a store and buy one a RETAIL, that that absolves the carrier from giving me any discounts on a new handset once Im out of contract?
YOURE whats wrong with customer care, dont blame a customer. And no, they didnt get anything "for free", they bought a phone from someone, we still should be giving them the discount on a new one, 22 months AFTER THEY GOT THEIR LAST DISCOUNT ON ONE.
And yes, Add lines are worth more.. WAY more.
As a corporate rep, I make at the MOST 7 bucks on an upgrade, and thats if theyre out of contract and they have to renew.
Last month, each activation I did was worth 19.25.
So you think that if I buy a phone from a friend, or online, or walk into a store and buy one a RETAIL, that that absolves the carrier from giving me any discounts on a new handset once Im out of contract?
YOURE whats wrong with customer care, dont blame a customer. And no, they didnt get anything "for free", they bought a phone from someone, we still should be giving them the discount on a new one, 22 months AFTER THEY GOT THEIR LAST DISCOUNT ON ONE.
And yes, Add lines are worth more.. WAY more.
As a corporate rep, I make at the MOST 7 bucks on an upgrade, and thats if theyre out of contract and they have to renew.
Last month, each activation I did was worth 19.25.
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Sprint shouldn't care how many times you switch phones or buy outright, all that matters is when you used the rebate and that's it.
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you know if you paid full price for a phone i might get a tear for you. you get a free phone and then cry the blues and have a temper tantrum when you dont get what you want grow up.
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When it comes to that, don't call cust care. You're suppose to call dealer care and have them add the rebate codes to the account so you can process it. You have to know not only the activation systems, but who to call when they are incorrect.
That is not customer care's responsiblity, I could see you being transferred to telesales, which is the last place you want to be. Dealer care has to add it so your company gets paid it's commissions back from Sprint. How long have you been dealing with Sprint?
That is not customer care's responsiblity, I could see you being transferred to telesales, which is the last place you want to be. Dealer care has to add it so your company gets paid it's commissions back from Sprint. How long have you been dealing with Sprint?
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Well instead of giving the customer the run around it would have been nice if they would told the customer the correct channel to go through and then I would have known they couldn't take care of it instead of just traferring them to aother depts. that couldn't help them either.
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Sprint customer care is actually the most lenient and easy to get credits from for their customers.
EVERY SINGLE CARRIER HAS GOOD AND SUCKY CUSTOMER CARE, REPS, ECT.
What you did wrong was get the customer on the phone instead of trying to handle it yourself. You could've upgraded two of the lines and told them that you'll try to work on it and get back to them in three days.
I'm also an indirect dealer, and I have seen this before many times. When you can't give them instant discounts, then they buy it at retail and then work on sprint rebate department to mail him a check. It never fails. You just have to spend more time on that kind of situation.
EVERY SINGLE CARRIER HAS GOOD AND SUCKY CUSTOMER CARE, REPS, ECT.
What you did wrong was get the customer on the phone instead of trying to handle it yourself. You could've upgraded two of the lines and told them that you'll try to work on it and get back to them in three days.
I'm also an indirect dealer, and I have seen this before many times. When you can't give them instant discounts, then they buy it at retail and then work on sprint rebate department to mail him a check. It never fails. You just have to spend more time on that kind of situation.
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HAHA my sister has NEVER had a new phone since the day she opened her acount 4yrs ago, but she switches phones with older ones that are handed down because they break. She tried to get a new phone rebate and they told her the samething, not eligible because you have swapped ESN's Sprint get real!
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have your sister goto a corp store, if you get the right rep it can be fixed.
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Well you should tell your sister to take better care of her phones. After a year of service with Sprint she would have been elgible for a partial upgrade($75 off) if she would have just kept the same phone on her account. In 2 years she would have been elgible for a a full upgrade($150 off). By her always swapping ESNs she made herself inelgible for the upgrades.
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no no no tell her to go to corporate store. once there explain the situation and tell the rep to call in to there support line to look at the account. if the account doesn't state that those were upgrades and the contract wasn't extended they will reset the elig so that way she can upgrade. it doesn't matter for what reason she had the phone swapped if it wasn't for an upgrade and she didn't use a rebate she can upgrade just tell the store to check it out
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You should have called customer service yourself and dealt with the upgrade date issue. A customer will obviously give up right away if nothing is happening. Next time just take care of the call with CC since there may be a lot of lazy reps out there. Become the customer's advocate and you'll be guaranteed that commision.
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