Retention Plans?
I've heard that Customer Care will give certain concessions to customers who are thinking about quitting. I'm in my 30 day trial period, but I don't like the plan terms and thinking about jumping to T-Mobile, or another carrier that offers earlier nights/more minutes, etc.
Does anyone hear have any experience with getting a customer service to give you a better plan than a listed plan in order to get you to stay? What kind of realistic expectations should I have? I'm not a big bucket user of minutes, and ideally would want a $39.99 plan with 450 minutes or so, but with nights starting at like 7 or 8 (rather 9). A National plan would be a plus.
Does anyone hear have any experience with getting a customer service to give you a better plan than a listed plan in order to get you to stay? What kind of realistic expectations should I have? I'm not a big bucket user of minutes, and ideally would want a $39.99 plan with 450 minutes or so, but with nights starting at like 7 or 8 (rather 9). A National plan would be a plus.
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not unless your contract is ending in 2004.
and if you're within your 30 days of buyers remorse, and don't like the service.
cancel.
thats what it's there for.
and if you're within your 30 days of buyers remorse, and don't like the service.
cancel.
thats what it's there for.
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There arent any carriers that offer early eveings at the 39.99....if thewy do...theres prob a reason why they have to offer that feature at such a low price. You can add early eveings for 6.99 to any plan 39.99 and higher
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you can get a national gsm plan for 39.99 that is 450 min, but the evenings start at 9.....as for a retention offer, you have to be with the company for awhile before your worthy of a retention offer, if your new, and you threaten to cancel we'll tell you to have a nice day
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Anybody within the first 30 days of their buyers remorse isn't eligible for Any RETENTION offers, whats the point, you get an offer today, you complain get an offer tomorrow, then two days later still not happy, then demand more,Within the first 30 days you are not considered a Retention Risk since you can walk for any reason in the first 30 days.
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Okay, well, maybe "retention" plan isn't the right word. But you guys all seem to be working in customer care for the providers, and, i guess, the real question is whether it's possible for your normal joe schmoe (i.e. no coporate connections, etc.) to get something other than the listed phone plans.
for a loooong time, eddie bauer's "order specialists" or whatever euphemism they use, had the authority to accept other than the listed catalog price. You could say something like "well, is this shirt going to go on sale within the next week, because I don't want to pay more than $20 for it," and they had a computer program where they would put in the price requested and it would tell them whether or not they could accept that price. I hav...
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for a loooong time, eddie bauer's "order specialists" or whatever euphemism they use, had the authority to accept other than the listed catalog price. You could say something like "well, is this shirt going to go on sale within the next week, because I don't want to pay more than $20 for it," and they had a computer program where they would put in the price requested and it would tell them whether or not they could accept that price. I hav...
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Anything is possible. They would be a little more receptive if you were a long-term customer to changing things but there is an early N/W's feature in the system. I would suggest calling Customer Care and just being honest about your situation. Tell them there is another competitor offering early N/W minutes and you are within your 30-days and would really like to stay if they could come close to matching that offer. The things that turn employees off is when customers call and rant about how they can get service cheaper anywhere and this and that. Just be up front and nice about it and I would think they would help you out. You are still a potential long-term customer and they should be receptive to that. LET ME KNOW what happens.
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There would be nothing reps could do for you, you would have been given the most current promotionswhen you activated, and promotions for long time customers you would not be eligible to have, cause if you got them as a brand new customer, then its a smack to the long time customers who built up loyalty with the company and rates those "extra promotions"
If you call in within your first 30 days and say another carrier offered you "this offer or that offer" then you will be told that since you arewithin the 30 days buyers remorse and would get told you can take that other offer
See loyalty means you put in your time and money- good and bad times and you get rewarded for that,but new customers have no loyalty or tenure,so they have tow...
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If you call in within your first 30 days and say another carrier offered you "this offer or that offer" then you will be told that since you arewithin the 30 days buyers remorse and would get told you can take that other offer
See loyalty means you put in your time and money- good and bad times and you get rewarded for that,but new customers have no loyalty or tenure,so they have tow...
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There has to be a way someone could add it to an acct. Whether or not the computer takes it off is a different story 🙄 Most likely the system would take off the 7pm n/w. So if a rep tells you its on. Ask them to notate the acct and check your bill monthly.
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McG said:
There has to be a way someone could add it to an acct. Whether or not the computer takes it off is a different story 🙄 Most likely the system would take off the 7pm n/w. So if a rep tells you its on. Ask them to notate the acct and check your bill monthly.
See saying stupid ****t like that is what keeps pissing the custoers off when they call in saying "the rep told me i could have it, if they promised -you gotta let me keep it, then the call escalates, like our queues aren't long enough now!!!!
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Theres no ques right now. At least in my dept. I wasnt saying we could give it, sorry if it came across like that, but its just if a rep says they WILL give it. Then make sure they notate. Helps the cust a tiny little bit. Sometimes.
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Regardless of a rep says you can have it, if it's not a promotion available to each and every call, and a rep adds it to an account, they've just committed the illegal act of price-fixing.
Invalid promotions that carry from one plan to another, or any other set of bonus minutes that aren't specifically available to the entire demographic of that particular customer (porting customers for example would be one demographic) or a nationally available plan should be removed. Otherwise, it's fraudulent, and if you escalate it, a sup is even more likely to remove it.
Invalid promotions that carry from one plan to another, or any other set of bonus minutes that aren't specifically available to the entire demographic of that particular customer (porting customers for example would be one demographic) or a nationally available plan should be removed. Otherwise, it's fraudulent, and if you escalate it, a sup is even more likely to remove it.
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BBKahuna said:
Regardless of a rep says you can have it, if it's not a promotion available to each and every call, and a rep adds it to an account, they've just committed the illegal act of price-fixing.
uhhhh, you best go back to law school, hoss. that's not price-fixing, nor is it illegal. YOU might get fired by your supervisor, and your supervisor might remove it from the customer's account because you had no authorization to add it, but it's not "against the law" (which is my definition of "illegal"). It's called bargaining and negotiating. Joe six pack usually doesn't have any leverage, so why alter the terms, but if Joe makes a convincing case, and the company thinks it's a good deal, then by all...
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I'd love to know what company you work for. I've never heard of a rep, supervisor, or manager that was able to offer a customer anything that was not cleary defined in a policy and procedure because "Joe makes a convincing case, and the company thinks it's a good deal". and I love customers who think other wise.
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If any customer can make a 'convincing case', its been my experience that everyone from Resolutions to Supervisors will back the rep, so long as what the customer is asking for isn't absolutely insane...
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VOLVORacr said:
I'd love to know what company you work for. I've never heard of a rep, supervisor, or manager that was able to offer a customer anything that was not cleary defined in a policy and procedure because "Joe makes a convincing case, and the company thinks it's a good deal". and I love customers who think other wise.
oh, no doubt. my only point is that it's not "illegal" to offer something to one customer and not to another. against procedure, maybe, but will it bring the feds to your door, no.
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there isn't. we can bend the rules a little here and there if the cust has been seriously messed around by the company, or if the customer is a business customer, or if the customer is on some wicked expensive rate plan and has been with us for more than a year, but you are none of these things. As has been noted before, the GSM America nat plan is good for 450 minutes and early evenings can be had for 6.99 a month extra. That is the deal.
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Just wait till the merger is complete, thats the easiest way. As far as retention stuff, that varies per market and a lot can be done depending on who you get and a few other factors. Like how long you have been with them, are you currently up to date with your bill....ETC.
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