Stupid Radio Shack Agents!
Disclaimer: Not all Radio Shack agents are bad. Some are very knowledgeable and helpful. This is about two specific agents I have spoken with over the last several weeks.
P.S. I am a prepaid representative.
The first agent called in because he had just activated a prepaid phone for a customer, but it was not working. We have been having a lot of delays in activation over the last few weeks so this was no surprise. We have been told that it may take between 30 minutes and 24 hours. When I let the agent know, he started complaining about how our company sucks and how this stuff always happens. Then, he turned to the customer and said "You really should've gone with the other company. These guys are incompetent and don't know what the hel...
(continues)
P.S. I am a prepaid representative.
The first agent called in because he had just activated a prepaid phone for a customer, but it was not working. We have been having a lot of delays in activation over the last few weeks so this was no surprise. We have been told that it may take between 30 minutes and 24 hours. When I let the agent know, he started complaining about how our company sucks and how this stuff always happens. Then, he turned to the customer and said "You really should've gone with the other company. These guys are incompetent and don't know what the hel...
(continues)
...
As a Shackie, I would like to say that I am sorry about some of my co-workers in other stores. Even when I was selling Verizon, I didn't put down Cingular. Not all carrier work for everyone. My goal was to put them with the carrier that suited them, even if it was the competitor. That being said, I have run into good and bad reps too with cingular/att, verizon, and sprint. So I believe it isn't just Radio Shack with bad reps. Just look on here how some people blame all of Radio shack because of some stupid reps.
...
wow, dejavu....wasnt i just talking about stupid radioshack morons in a diff forum? 🙄
...
I won't talk a carrier down. I just try to find the right product to meet my customer's needs. It helped me especially because while other Associates had talked Cingular down while pushing Verizon, when the change happened... I had never said anything bad. Therefore... I wasn't the one double-speaking.
Most Radio Shack associates know their stuff. We train constantly to keep up with new offers, promotions, etc... It sounds like the associates in these two cases may have been either new or improperly trained. In any case.. a bad situation. However... how much of this can be said about AT&T / Cingular corporate stores and other 3rd party sellers? I've had customers come into my store to have me fix problems stores cause them.
O...
(continues)
Most Radio Shack associates know their stuff. We train constantly to keep up with new offers, promotions, etc... It sounds like the associates in these two cases may have been either new or improperly trained. In any case.. a bad situation. However... how much of this can be said about AT&T / Cingular corporate stores and other 3rd party sellers? I've had customers come into my store to have me fix problems stores cause them.
O...
(continues)
...
so here is my radio shack horror story. I am a dealer with cingular right, not like a radio shack or anything like that we are brick and mortor store.
Customer walks in and wants to go over his bill with me. i look up his bill and he has three lines on his account. two phones and one laptop card. so i look into what his bill looks like and its broken down to where all three lines were on one family plan. even though one was a laptop card they still were charging him 9.99 on top of the 59.99 for the laptop connect. wierd huh. well he had one phone line then went into a radio shack and the guy sold him on another line and a laptop card. (great sale by the way) when the guy at radio activated it he also changed it to where the new line he a...
(continues)
Customer walks in and wants to go over his bill with me. i look up his bill and he has three lines on his account. two phones and one laptop card. so i look into what his bill looks like and its broken down to where all three lines were on one family plan. even though one was a laptop card they still were charging him 9.99 on top of the 59.99 for the laptop connect. wierd huh. well he had one phone line then went into a radio shack and the guy sold him on another line and a laptop card. (great sale by the way) when the guy at radio activated it he also changed it to where the new line he a...
(continues)
...
There are quite a few people at RS that don't exactly know what their doing...that and they prolly are not used to having as much access to a customers account as what at&t gave them.
According to my friend, Sprint FAST and the old Verizon eRoes that they used can ONLY activate and upgrade phones, and they are designed to prevent problems like this and. POS.com doesn't seem to have that, and its wide open, letting them access just about everything.
I'd be expecting errors from RS employees, especially the new ones, until they get used to the new system and access they have.
According to my friend, Sprint FAST and the old Verizon eRoes that they used can ONLY activate and upgrade phones, and they are designed to prevent problems like this and. POS.com doesn't seem to have that, and its wide open, letting them access just about everything.
I'd be expecting errors from RS employees, especially the new ones, until they get used to the new system and access they have.
...
Alot of Times I get Radio shack employees calling in, who dont know what there doing, and they always have an attitude like its my fault they dont know hot run credit.
sometimes i get good rs reps, but they are far in between.
sometimes i get good rs reps, but they are far in between.
...
Many of the RS agents that call in are actually Sam's Club employees. We (Radio Shack) run the kiosk for them so they get to use Radio Shack agent codes and passwords. I really hate this since the kiosk employees really get no training... and compete with our mainline stores. Kinda like how we ran the Sprint kiosks at one point in time (and still do for many).
...
Speaking of that too, Wal-Mart... Its almost the same thing..when they call in there just as un trained!
I really Wish they would train there employees and not just throw them into the snake pit. That makes everyones day harder than it has to be including mine, theres and makes the customer angry.
I really Wish they would train there employees and not just throw them into the snake pit. That makes everyones day harder than it has to be including mine, theres and makes the customer angry.
...
As a Radio Shack employee, who is trained and knows more than the average Employee. (10 years ft, 12 pt) I stick around just to see what happens next ;) What percentage of RS employees do you think know what they are doing.
FYI, We lost alot of trained people when they cut our commissions and pay. You are getting alot of calls from newbies, I hope you will give them a chance. And I do apoligize for the jerks, scammers, and other idiots who do call in. Remember though, there are jerks, scammers, and other idiots who work in corporate and other cell phone retailers.
FYI, We lost alot of trained people when they cut our commissions and pay. You are getting alot of calls from newbies, I hope you will give them a chance. And I do apoligize for the jerks, scammers, and other idiots who do call in. Remember though, there are jerks, scammers, and other idiots who work in corporate and other cell phone retailers.
...
Agreed, I guess I really hate the Scammers! Reps who Don't CHECK ssn cards...or ID's.
Or change the ssn, name or address to try to get around not paying an old acct the has been written off.
Thank you to the Honest Reps, and if your a newbie, as lond as your trying, thank you too!
Or change the ssn, name or address to try to get around not paying an old acct the has been written off.
Thank you to the Honest Reps, and if your a newbie, as lond as your trying, thank you too!
...
Nope been around 20 plus years. RS employee, transfered to security for 11 years, then back to RS pt employee when I got a real job that pays. Like I said before, I stick around just to see how bad RS can scr*w us. ;)
...
About the Sam's Club people, well I work there and I have only worked here for about a month and I think I have learned alot and have been trained pretty well. I am able to do most everything that I have needed to when customers have came in. Although I am not claiming that I know everything, I think I know enough to figure things out if I need to. I think it is not valid of anyone to say that "most people" from a certain company are uneducated or untrained. I really don't think that thats the case. Radio Shack and most other places have guidelines set that say what the employee needs to know and learn and if they seem like they are not trained to the extent that they need to be then that is their own specific fault or their managers. ...
(continues)
(continues)
...
jbeck said:...
About the Sam's Club people, well I work there and I have only worked here for about a month and I think I have learned alot and have been trained pretty well. I am able to do most everything that I have needed to when customers have came in. Although I am not claiming that I know everything, I think I know enough to figure things out if I need to. I think it is not valid of anyone to say that "most people" from a certain company are uneducated or untrained. I really don't think that thats the case. Radio Shack and most other places have guidelines set that say what the employee needs to know and learn and if they seem like they are not trained to the extent that they need to be then that is their own spe
(continues)
...
There will always be some issues with all aspects of the business. That includes customer care, Radio Shack, Wall Mart, Corporate, Indirect, you name it and I have seen an issue with it in the five plus years I have been with this company.
Just last month I had a customer come in trying to find accessories for his Moto V557's when I told him that we didn't have any cases for that phone because it had been discontinued over 6 months ago he got pissed and explained that he had just got the phones the previous day from Radio Shack and had been told they were the latest greatest phones out there.
As far as customer service about 3 years ago they went through a huge expansion and were hiring new reps like crazy and wait times for credit and act...
(continues)
Just last month I had a customer come in trying to find accessories for his Moto V557's when I told him that we didn't have any cases for that phone because it had been discontinued over 6 months ago he got pissed and explained that he had just got the phones the previous day from Radio Shack and had been told they were the latest greatest phones out there.
As far as customer service about 3 years ago they went through a huge expansion and were hiring new reps like crazy and wait times for credit and act...
(continues)
...
Many of the RS agents that call in are actually Sam's Club employees. We (Radio Shack) run the kiosk for them so they get to use Radio Shack agent codes and passwords.
Actually the majority of the associates in the Sams Club kiosks aren't Sams Club employees. There is a small percentage that are, but over 80% are Radioshack employees. The Radioshack owned kiosks are paid commission where as the Sams Club owned kiosks aren't.
...
I don't sell Cingular anyways, we sell Verizon at our location. You won't ever have to worry about me calling in!
...
There are still RS locations that do VZW? I thought the change was nationwide??
...
We aren't a corporate location. All corporate stores HAD to change to Cingular. All of the privately owned stores were aloud to choose who they wanted to carry.
...
Radio Shack sales associates are very well trained. In many cases, as well or better than Corp stores. I'm sorry, that's just the truth. Now, I have a great respect for CS reps, but would you please stop the bashing. We're out there promoting at&t and doing the job Radio Shack has always done: bring technology to the public in an educated manner.
We're jack of all trades, and most of the time our experienced people do it very well. Now, if you want to take this to a gripe fest about CS agents... well, we can do that too.
We're jack of all trades, and most of the time our experienced people do it very well. Now, if you want to take this to a gripe fest about CS agents... well, we can do that too.
...
