Early Upgrade Fees? Help!
Ok...I am torn. USC has the new upgrade fee if you decide to upgrade your account early. Kind of similar to the PETF, but rather than cancelling service early this is for custy's that decided to renew at any point during their contract, be it they want the latest and greatest or damaged equipment. I think that is totally awesome. HOWEVER...I had a customer come in today, a long time customer who had excellent pay history. She had fallen in a river kyaking this weekend and obviously her phone is toast. This customer bought a new battery for her phone last month since she wasn't elig till September, and now that she needed a new phone all they could offer was a $45 buy out (early upgrade fee).
So I see where this policy helps those ...
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So I see where this policy helps those ...
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That's when you call CS and request an early upgrade. They are usually very understanding and empathetic if it is a situation such as this here in M03 🙂
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A good store manager would let them do the upgrade now with no penalty.
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For your information...I am a good store manager...I dont have the ability or authority to approve an early upgrade. I would have loved to help this customer out but my hands were tied. 👿
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Is this customer eligible in September 08 or 09?? Are you not EMPOWERED to make a decision that benefits both the customer and the company?? If this customer is eligible to renew in September 08 I don't see what the issue is?? Either customer service will decide what to do or you will. That is why you are the store manager. Sounds like you are worried about making a decision. If that is the case you have poor leaders above you.
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The customer is elig sept 08. customer relations made the decision. I am an agent. I am empowered but if USC doesnt rebate our cost on the phone then it does not benefit my company.
Get all the facts before making assumptions. 🙄
Get all the facts before making assumptions. 🙄
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You said you were a store manager, not an Agent Store Manager. My bad for thinking I was talking with someone who could actually make a customer first decision.
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Congrats on being the reason why its hard for agents and retail to get along. You are not better than me. I am a store manager in every sense of the title. Thank goodness the retail reps in my area are not as ignorant as you!
BEHOLD MY MIDDLE FINGER!
BEHOLD MY MIDDLE FINGER!
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Woot Woot! I heart ignorant retail sales associates.. they are the reason we get their sales!! Agents unite! Behold my middle finger!! 😲 ooohhhhhh
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Agents are what is wrong with USCC..always looking to line there pockets at the expense of the customer.
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WoW! What started all your issues with agents? You need to stop assuming all agents are the same... that's what started this whole thing. We pride ourselves in our customer service and we were way ahead of US Cellular and "Mythos". Grow up and shut up. 👿
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Underground, you obviously don't know what the hell your talking about so instead of insulting people on how to do their jobs. How about you just leave it alone.
I've actually had to do that a couple of times. I only do it though if, their phones obviously out of warrenty, they have no insurance, and they are about month or so before they are getting ready to renew.
I was also told by my AAE that we are not suppose to use it as a sales tactic, but I'm glad that they're is other options out there, for us to keep our customers, conneted and happy. Sure they may be paying alittle more. But I haven't really had any complants about. My customers have been actually really cool about..
My tip to you though is.. When they have to do a buyo...
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I've actually had to do that a couple of times. I only do it though if, their phones obviously out of warrenty, they have no insurance, and they are about month or so before they are getting ready to renew.
I was also told by my AAE that we are not suppose to use it as a sales tactic, but I'm glad that they're is other options out there, for us to keep our customers, conneted and happy. Sure they may be paying alittle more. But I haven't really had any complants about. My customers have been actually really cool about..
My tip to you though is.. When they have to do a buyo...
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How is that for Dynamic behavior? Either of you?
Congrats to you, USCellgirl, for upholding your end of the bargain.
Name calling and flipping people off.
Believe in something better.
Congrats to you, USCellgirl, for upholding your end of the bargain.
Name calling and flipping people off.
Believe in something better.
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Good call Wictolia. I do not work for US Cellular so the DO does not apply to me. I just have knowledge of the company. 😈
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WoW! Cause talking crap about agents is Dynamic Behavior... my bad! Just standing for what I believe... and having a good time.. no sense in holding a grudge. 😁
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ok, i have been on both sides of this and what is killing the DO for those of you who hate the other side is that you do not try to connect and communicate with one another. When i was in retail i made a point of getting to know some of the reps at the agent location so that we could call upon one another in just such a situation. USCELLGIRL did not choose to turn this customer away, she is bound by what relations has to say.
retail(CORP) managers do have the ability to void a contract and let a customer resign early even if relations denies it. or to credit back the buyout.
so you are both right
my advice to all who think agents/corp sucks, get over yourself and go visit your sister stores and get to know the associates and...
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retail(CORP) managers do have the ability to void a contract and let a customer resign early even if relations denies it. or to credit back the buyout.
so you are both right
my advice to all who think agents/corp sucks, get over yourself and go visit your sister stores and get to know the associates and...
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So I got a little heated...earlier! It became personal when someone questioned my ability to do a job I am passionate about. I appologize for the "middle finger." And I am glad that the person I flipped off does not work for USC. I should have known that someone who acutally works for or with USC would not make a comment like that.
Now what cellguy is saying is totally correct! I am so greatful for my team and the other teams in my town, retail and agent, working together to believe in something better. My market has trully been living this for the last 3 years!
Now what cellguy is saying is totally correct! I am so greatful for my team and the other teams in my town, retail and agent, working together to believe in something better. My market has trully been living this for the last 3 years!
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"And I am glad that the person I flipped off does not work for USC. I should have known that someone who acutally works for or with USC would not make a comment like that."
😕
So does that mean you don't work for U.S. Cellular, because not only did you make a similar comment, you raised the ante?
My point is that we all are capable of this behavior. We are all passionate. Just because you are an agent doesn't excuse your behavior anymore than the person who questioned your work ethic. Just because that person doesn't work at USCC doesn't mean he/she shouldn't treat people respectfully.
What I have a problem with is when you use the DO as a weapon against people. USCELLGIRL you are full of crap if you are going to sit there and ...
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So does that mean you don't work for U.S. Cellular, because not only did you make a similar comment, you raised the ante?
My point is that we all are capable of this behavior. We are all passionate. Just because you are an agent doesn't excuse your behavior anymore than the person who questioned your work ethic. Just because that person doesn't work at USCC doesn't mean he/she shouldn't treat people respectfully.
What I have a problem with is when you use the DO as a weapon against people. USCELLGIRL you are full of crap if you are going to sit there and ...
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Thank you for just totally stepping in the pile of poo you have been spewing! 🤣
Anywho...The purpose of this post was not to debate whether or not I did everthing I could to help this customer, what I am and am not empowered to do or what my job title is. It was to see what ASSOCIATES think about this new policy?
Anywho...The purpose of this post was not to debate whether or not I did everthing I could to help this customer, what I am and am not empowered to do or what my job title is. It was to see what ASSOCIATES think about this new policy?
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Well I guess we know the answer to that and a whole lot more, don't we?
So I'm not an Associate and I don't count?
Got it. Thanks for proving my point about the DO and U.S. Cellular.
I will respectfully leave this forum to those of you who believe that only you deserve a spot here...with your grace, your courtesy and your dynamic behavior.
I'm just happy you are employed at a cell phone company and not at my children's school or the local hospital.
So I'm not an Associate and I don't count?
Got it. Thanks for proving my point about the DO and U.S. Cellular.
I will respectfully leave this forum to those of you who believe that only you deserve a spot here...with your grace, your courtesy and your dynamic behavior.
I'm just happy you are employed at a cell phone company and not at my children's school or the local hospital.
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But see you arent telling your opinion or thoughts on the policy you are giving opinions of the posters. Not the reason of the post. If you do not work for USC then you do not know all that is involved with the DO and other practives other than what you read here. You will not have a respectful departure.
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Alright to answer your question that nobody seems to have answere I haven't ran into a problem yet with this everytime i've called in and that they can renew within a month they let us do it I too work in the agent channel
For all the other crap going on me and my fellow agents have a good relationship with some of our retail associates but I reckon some of them feel because they work for the same company there alot better when realistically they may or may not know more than we do
For all the other crap going on me and my fellow agents have a good relationship with some of our retail associates but I reckon some of them feel because they work for the same company there alot better when realistically they may or may not know more than we do
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Agreed! I too have a great working relationship with the retail staff in my market. We work together not against eachother.
I too had not experienced any issues with a month early upgrade until yesterday. Which is why I posted. 😁
I too had not experienced any issues with a month early upgrade until yesterday. Which is why I posted. 😁
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Wictolia is clearly a bitter ex-employee based on previous posts.
We are all sorry that you feel like US Cellular shafted/abandoned you in your time of need.
Bottomline is that it is still a business. If this business decided that it was better without you, then so be it.
Move on and find another form of employment that you are passionate about and drop the animosity towards USCC. Nobody is asking you to love this company, just respect yourself enough to move on.
We are all sorry that you feel like US Cellular shafted/abandoned you in your time of need.
Bottomline is that it is still a business. If this business decided that it was better without you, then so be it.
Move on and find another form of employment that you are passionate about and drop the animosity towards USCC. Nobody is asking you to love this company, just respect yourself enough to move on.
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Dealer agents are the reason you have a job,Who do you think build this company? It was small town agent locations not big town/city UScellular locations, so stop fighting with us we are on the same team and have enough to fight Verzion/alltel/att sprint T-mobile in our town. I agree that if the customer is within 1 month we should not charge 45.00.
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cellguy030 said:...
ok, i have been on both sides of this and what is killing the DO for those of you who hate the other side is that you do not try to connect and communicate with one another. When i was in retail i made a point of getting to know some of the reps at the agent location so that we could call upon one another in just such a situation. USCELLGIRL did not choose to turn this customer away, she is bound by what relations has to say.
retail(CORP) managers do have the ability to void a contract and let a customer resign early even if relations denies it. or to credit back the buyout.
so you are both right
my advice to all who think agents/corp sucks, get over yourself and go visit your sister stor
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Hey,
We may not have agreed on everything in the past but we are on the same page on this one.
I had the same thing happen yesterday....customer droped phone in lake off the boat over the weekend and needed a new phone with an eligbility in only 16 days. Normaly in the past this was not a problem unless a customer had a big past due bill.
Yesterday relations told me they would have to pay 45.00 and that If it was cash I would have to be a cash bill payment center, or they could take it over the phone (CC or Check) but could not put it on the Bill..
This made me mad. It is one thing if someone is two/three months out and wants the new cool phone but this was a legit reason for a legit customer....
just shows how the age...
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We may not have agreed on everything in the past but we are on the same page on this one.
I had the same thing happen yesterday....customer droped phone in lake off the boat over the weekend and needed a new phone with an eligbility in only 16 days. Normaly in the past this was not a problem unless a customer had a big past due bill.
Yesterday relations told me they would have to pay 45.00 and that If it was cash I would have to be a cash bill payment center, or they could take it over the phone (CC or Check) but could not put it on the Bill..
This made me mad. It is one thing if someone is two/three months out and wants the new cool phone but this was a legit reason for a legit customer....
just shows how the age...
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OK GREAT NEWS!!!!!!
I just talked to the AAE of the area and she said
huge misunderstanding and that the new 45.00 early upgrade fee is for customers outside of the 30 day grace period and should only be charged for customers outside the 30 days or for customers just wanting a new phone.
I was told if there are problems getting things approved in situations like stated just to ask them to talk to their supervisor and they will clarify the new rule.
YES!! Now for 45.00 others can get a new phone!!!
I just talked to the AAE of the area and she said
huge misunderstanding and that the new 45.00 early upgrade fee is for customers outside of the 30 day grace period and should only be charged for customers outside the 30 days or for customers just wanting a new phone.
I was told if there are problems getting things approved in situations like stated just to ask them to talk to their supervisor and they will clarify the new rule.
YES!! Now for 45.00 others can get a new phone!!!
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this just proves that when new polices come out, that customer service reps are not trained adequately and aren't doing whats necessarily best for the company.
has anyone seen that horrible commercial talking about how we train our customer service team for more weeks than pilots are trained to fly a plane. what a crock of dung.
has anyone seen that horrible commercial talking about how we train our customer service team for more weeks than pilots are trained to fly a plane. what a crock of dung.
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I am glad someone else has experienced what I did. And the post that said they talked to their AAE and they said it should be different if the customer is less than 30days out. Well I have talked to three different AAE's in my area and they hadn't heard anything of the sort. So I am still at a loss. I just gave my customer my old RAZR to use until she was eligible.
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i am so disappointed with this policy. i had a customer that was with us for 9 years and she was a month and a half away and i guess her charge port was broken, well customer relations would only offer a 60 buyout. i was soo disappointed, my customer was also shocked, she never did an early upgrade, so i did a otc on her phone and swapped out her battery for her to be happy.
just disappointing...
just disappointing...
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You gave your customer your razr to use??? How many agents at other companies would do that? I don't think it has anything to do with uscc, I BELIEVE it's because USCELLGIRL cares about people!!! 🙂
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well, if you look at it from the company stand point, i totally get it. we used to do 20 months and get approvals for up to about a month early. now we are a 18 months, and we are still asking for more. give us an inch and we'll take a mile! i know we are trying to do what is best for the customer but if we keep in mind that customer would have had to wait 10-12 more weeks only shortly ago, and be able to explain that to the customer, it sounds like a pretty ok deal when you look at it. (devils advocate 😈 )
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OK This thread needs to be closed!!!
Call customer relations now and it is still the same as the old policy.....it was a mistake and has been fixed.
You must have a valid reason to do it early still. They might be more strict on what you can get a way with as a reason for it but I have done three now since I was given the false news a week ago.
Call customer relations now and it is still the same as the old policy.....it was a mistake and has been fixed.
You must have a valid reason to do it early still. They might be more strict on what you can get a way with as a reason for it but I have done three now since I was given the false news a week ago.
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wow, chill out. 😳 yea this thread started out as a bashfest but now some people are actually giving opinions about the topic. it may be helpful to others who are reading. yes, it can still be done but the OP was just wanting to see if others were frustrated with it lately.
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wow you chil out ....im fine
i know why this thread was started because i responded to it first. I had a similar problem as US Cell girl.
I then found out it was a mistake by customer service and the entire point of the bash or discussion was over. It was not really a valid charge.
I am just making sure people know its not the policy. I am making sure information is correct on here and people were continuing to complain about "it" witch is stupid because the fee is not real it was a MISTAKE.
So thats why i said close the thread because the more people complain about a hypothetical charge that doesn't exist the more people will think it does.
just my two cents...and by the way if you are so much about peoples opinion...
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i know why this thread was started because i responded to it first. I had a similar problem as US Cell girl.
I then found out it was a mistake by customer service and the entire point of the bash or discussion was over. It was not really a valid charge.
I am just making sure people know its not the policy. I am making sure information is correct on here and people were continuing to complain about "it" witch is stupid because the fee is not real it was a MISTAKE.
So thats why i said close the thread because the more people complain about a hypothetical charge that doesn't exist the more people will think it does.
just my two cents...and by the way if you are so much about peoples opinion...
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