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Adding features without permison

nascardad

Mar 27, 2005, 4:35 PM
Evil or Very Mad Twisted Evil
I have been hearing alot lately where the sales reps are not happy that they are being forced to add certain features. I was wondering if I could get more detail on this outside of the work forum. I am not out to get anyone in trouble, I am just trying to find out what is going on here. I talk to customers and they tell me they never asked for that feature, and I want to know if I should just take their word for it and issue credits for it.
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SgtFlaman

Mar 28, 2005, 1:42 PM
Wow, isn't that totally illegal?
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Grantizzle

Mar 28, 2005, 2:58 PM
totally illegal. my boss all but requires it, but it is never in writing.
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SgtFlaman

Apr 2, 2005, 3:00 PM
We just got email on that. Only add what the customer wants, don't add something and then put the obligation on them to come back and cancel if they don't want it, and DO NOT DO NOT DO NOT add ANYTHING without even telling them.
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nascardad

Apr 2, 2005, 4:54 PM
So even at activation we won't be added roadside assistance free for a month? That is good to hear you don't know how many times we get calls about that. I know it is on the service agreement, but come on. You know how often those things are read. They are probably playing with their new phones when you are trying to explain everything to them. I am glad to hear this though maybe some of the backbiting around here about that will stop.
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cingularbentmeover

May 10, 2005, 5:18 PM
I do cus care for another carrier...3 guesses....anyway when people call in about this to me I remove the feature tell them Im sorry that it happened and credit back for 3 months max...as long as they have had it for at least that long
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THE BOX

May 10, 2005, 5:30 PM
yea i also hear alot from customers that they told the rep that they do not want that feature . rep says "call customer care and have them remove it we cant do it from here . does anyone else hear this crap ?
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nascardad

May 10, 2005, 6:04 PM
I was activating an account the other day that I heard the dealer ask the customer if they wanted insurance. He said no, when he did so she then told him that they require it for 4 months to activate. I was all over the dealer feedback mailbox with that one.
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upnorth

May 23, 2005, 12:03 AM
Although we've been told "that under no circumstances are we to add unrequested features" it sure seems the message is to push down the customers throat....Or is it just me?? Wink
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