Insurance (or lack there of)
I'm sure you guys and gals have had this happen before.
A customer walks in saying that they have lost their phone(s) and want to replace them. Yet when you check to see if they have insurance on the phones, they don't. They are also not eligible for an exception upgrade. You inform the customer that they would then have to pay full retail price for any phone that they get.
This is the point where the customer gets upset and pissed off over the fact that they have to front a couple hundred dollars for new phones. I just this scenario unfold for the umpteenth time and had the customer say "so basically cingular is saying 'screw you'?"
Why do customers get upset with us when they lose their phone, and don't want to expense the money ...
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A customer walks in saying that they have lost their phone(s) and want to replace them. Yet when you check to see if they have insurance on the phones, they don't. They are also not eligible for an exception upgrade. You inform the customer that they would then have to pay full retail price for any phone that they get.
This is the point where the customer gets upset and pissed off over the fact that they have to front a couple hundred dollars for new phones. I just this scenario unfold for the umpteenth time and had the customer say "so basically cingular is saying 'screw you'?"
Why do customers get upset with us when they lose their phone, and don't want to expense the money ...
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I never had high regards for the human race... So customer's like this just remind me what kind of thought process people have and how far from impressive it is...
I also love the customer's that go "Why do I have to pay $200 for a phone when it's free?"
... Idiots...
I also love the customer's that go "Why do I have to pay $200 for a phone when it's free?"
... Idiots...
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deltasigmatheta said:
You are such a negative person.
Negative perhaps, but undeniably correct. Those particular people are idiots with very (ahem) whacked thought processes.
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I'm not trying to be a troublemaker. I can respond to any thread I want. But I was just noting your mistake. Get over yourself. If you can't take it, don't respond.
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It wasnt a mistake on my part. It was his. Like I said "Butt out". You don't know what you are talking about. You NEEd to read all of the posts. Now, you get over it. Troublemaker.
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Jessi's right though, by no means negative.....when you deal with the same people and same problems every day, over and over, you see people are exactly the same: "You never told me I could get insurance" or "Who cares I just got a discount on the same phone 4 months ago" or "I pay your company so much each month I should get it free again", etc etc etc.... It just gets old
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BluetoOrange22 said:
Jessi's right though, by no means negative.....when you deal with the same people and same problems every day, over and over, you see people are exactly the same: "You never told me I could get insurance" or "Who cares I just got a discount on the same phone 4 months ago" or "I pay your company so much each month I should get it free again", etc etc etc.... It just gets old
and thats when that happens you in the most polite way to tell them to "piss off" is it the copany fault you let the transvestite hooker get your phone-True story from a customer, or its our duty to get the another free phone, since they got no phone,shouldn't have to pay for service-Try that on the heat water and...
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LOL exactly....or cant forget the "here, try turning on this phone...i dropped it in the toliet last night"
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maybe so. i can add my two cents if I want. don't get so defensive. It's the internet.
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I'm fine...Guy just needs to chill out. It's not like I said his P3n1s is small. 🙄
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Welcome to working in a customer service environment. It may have been the 4,000th time in 25 minutes that you have heard the same story/question, but its likely the first time they have asked that question/told their story. Sure they may know about the insurance--but consumers seem to believe that if they ask the right person in the right way there is generally a way to get what they want/need. And to a consumer that doesn't seem all the broken, lost, stolen, drowned, pissed on phones that you guys have. Think of all the other insurance we pay for--auto, health, life....sure they come in handy when you need them (other than the damned deductible), but no one wants to part with money for something they may never use. And customers may be idi...
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PIxieBonnie said:...
Welcome to working in a customer service environment. It may have been the 4,000th time in 25 minutes that you have heard the same story/question, but its likely the first time they have asked that question/told their story. Sure they may know about the insurance--but consumers seem to believe that if they ask the right person in the right way there is generally a way to get what they want/need. And to a consumer that doesn't seem all the broken, lost, stolen, drowned, pissed on phones that you guys have. Think of all the other insurance we pay for--auto, health, life....sure they come in handy when you need them (other than the damned deductible), but no one wants to part with money for something they m
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deltasigmatheta said:
You are such a negative person.
Negative perhaps, but undeniably correct. Those particular people are idiots with very (ahem) whacked thought processes.
deltasigmatheta said:
Read the posts again. I posted regarding another person, not you.
They weren't taking offense to what you said, but you took it as that or you feel that only the person you typed to is allowed to respond. If that is the case, you've got a serious problem.
and oohhh...I'm a "troublemaker"...I AM scared.
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Perhaps you can answer this insurance question. I have ins. but have lost my phone, an 8265. Do you know what the replacement would be?
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Probably a 6560, 2260, 3560 or a mot c353. It all depends on what the insurance company has available to send. You should probably call them and ask.
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Thanks for the info. I will do that. Just hoping it would be the 6230 then I could pay 50 instead of 150.
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I think this is really due to a little thing I like to call marketplace conditioning. People have gotten used to phones being free or cheap when they sign on, so they eventually devalue them, until they lose them that is. Of course they're re-educated on thier value when they have to spend a couple of hundred on replacements. In a similar scenario how many times have you activated a customer, explained to them the value of insurance and how replacement would be EXPENSIVE, and then heard the following: "Nah, I don't see the point in insuring it.....it's not like I'm payin for it/payin all that much for it"
It's at this point when I realize how stupid people really are....you're saving money on the phone, so why not take that extra litt...
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It's at this point when I realize how stupid people really are....you're saving money on the phone, so why not take that extra litt...
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I hear that same thing. People who warranty exchange their damaged phones (by stating that there is no damage on the phones) are ticked off when they are billed for the actual cost of the replacement phones. "Yeah, I can see charging me, but I got the phone FREE! Why would I want to pay 219.99 for a free phone, huh?" 🙄
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There is NO free lunch. 🤣 Me, I get worried if someone is offering me a "free" phone--usually they are old models that are about to be discontinued anyway.
Maybe they should just stop offering insurance. If you lose your phone or something happens to it, then you just get another one. After I read through all the terms of the insurance contract, I decided against it; to me it was kind of like buying an extended warranty and I've never used one yet. 😉 Just my experience.
Maybe they should just stop offering insurance. If you lose your phone or something happens to it, then you just get another one. After I read through all the terms of the insurance contract, I decided against it; to me it was kind of like buying an extended warranty and I've never used one yet. 😉 Just my experience.
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Personally, I think anyone who has a phone that they can not afford to replace at full retail price should get insurance.
That being said, if you have a phone that you can afford to replace the phone at retail price or are willing to purchase a cheapie phone until the phone you want is available at a discount, you shouldn't get insurance. It's all a personal preference thang.
Yes, insurance costs a monthly fee AND they charge a "deductible" for each claim which, if you have to do a couple of claims, almost pays for a new phone. The upside to having it is that you won't have to shell out big bucks all at once to replace your $300 "baby". The down side is that you pay a premium price for protection.
That being said, if you have a phone that you can afford to replace the phone at retail price or are willing to purchase a cheapie phone until the phone you want is available at a discount, you shouldn't get insurance. It's all a personal preference thang.
Yes, insurance costs a monthly fee AND they charge a "deductible" for each claim which, if you have to do a couple of claims, almost pays for a new phone. The upside to having it is that you won't have to shell out big bucks all at once to replace your $300 "baby". The down side is that you pay a premium price for protection.
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Yep, I have had it at 4 bucks a month for the past 4 damn years and never used it.
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Yup, that's what I know. But you're protected. 😎 I get pissy when I pay my auto insurance every single month. I've paid thousands of dollars in insurance and never ONCE had a claim. One thing's for sure. If something happens to my car, at least I'll have some coverage.
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There are plenty of people down here driving without insurance, going around hitting people all the time (more than once) and getting away with it...really! Maybe they are the ones losing their phones and not having insurance? 😁
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Another good analogy. The person who hit me didnt have ins. nor did he receive a ticket. I got stuck with everything. Life aint fair sometimes. 😢
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Ain't it the truth! And these people driving with no insurance usually have nothing to lose, as in nothing to sue them for. The last time we got hit, the cop said it was ONLY a $50 fine for driving with NO insurance! Nice. Us, we could get sued and lose everything.
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Correct a mundo. But that is a 35000 investment vs. a 200 one. At this point I could have saved my money and bought the 6230 straight out. But you point is well taken 😉
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Ok, here is my solution to the problem. Customers pay a certain amount every month to have insurance. Then when the customer decides to leave their phone at the gay bar or let their 450 aunt sit on it, they have to pay the equally lovley and exciting deductable! And all for a refurbished phone! It's like having to pay for used condoms. So why not set $5 aside each month, so when you decide to drop your phone in the toilet while you are taking a crap you won't have to call the dick heads at lockline and argue with them why your phone is eligible for a replacement......you can take your money, add what you would pay for the deductable, go online and buy yourself a much better phone.
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Lockline does suck!!!!!! Are you sure they are refurbished? I thought they were new.
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You may get lucky and get a new phone if they have no reburbished phones of that model in stock, but more than likely it will be refurbished.
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I was told by a Cingular store rep that they didn't ever use refurbished phones as replacements.
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The past couple of posts were correct, 99% of the time you will get a remanufactured phone.
I really think it sucks they don't cover PDA phones. That is a crock of crap, that's like getting a Ferrari and not being able to get it insured. One thing with that is atleast you can choose another insurance company, here you can't.
I really think it sucks they don't cover PDA phones. That is a crock of crap, that's like getting a Ferrari and not being able to get it insured. One thing with that is atleast you can choose another insurance company, here you can't.
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That is funky.....I dont give them remanufactured premiums. I think I am dropping my ins. They got me for four years though.
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Neorask,
That has got to be the funniest thing I have heard all day. Ironically, my last 2 insurance claims filed was 4 loosing it at the gay bar, and for having my 430 (almost 450lb) aunt sit on it. Funny...she still rings to this day, and the proctologist found nothing! I try to stay away from the gay bar these days. Have you ever noticed that really obese people smell like sour milk? I am still laughing at your post! 🤣
Will
That has got to be the funniest thing I have heard all day. Ironically, my last 2 insurance claims filed was 4 loosing it at the gay bar, and for having my 430 (almost 450lb) aunt sit on it. Funny...she still rings to this day, and the proctologist found nothing! I try to stay away from the gay bar these days. Have you ever noticed that really obese people smell like sour milk? I am still laughing at your post! 🤣
Will
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But I thought some of the most expensive phones didn't allow insurance? Or I thought that's what some people were saying on here.
Yes, your point is well taken. I personally would never shell out so much money for a phone that I couldn't replace it, but that's just me. 🙂
Yes, your point is well taken. I personally would never shell out so much money for a phone that I couldn't replace it, but that's just me. 🙂
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couple things....
in the words of chris rock....
insurance should be called "IN CASE ****", in case **** happens, i'm covered.....other then that all forms of insurance are highway robbery....now onto my next point, i think wireless providers should completely STOP SELLING PHONES altogether, i think all phones should be purchased from the MFG at whatever price the MFG wants to charge for that phone and the MFG could support the phones, all phones would have no subsidy lock, all phones would have unbranded software, the carrier would also be able to send an OTA to their phones with the settings for each provider (i am pretty sure most do that now, i know for sure you can do it for nokia), that way it takes the wireless provider out of t...
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in the words of chris rock....
insurance should be called "IN CASE ****", in case **** happens, i'm covered.....other then that all forms of insurance are highway robbery....now onto my next point, i think wireless providers should completely STOP SELLING PHONES altogether, i think all phones should be purchased from the MFG at whatever price the MFG wants to charge for that phone and the MFG could support the phones, all phones would have no subsidy lock, all phones would have unbranded software, the carrier would also be able to send an OTA to their phones with the settings for each provider (i am pretty sure most do that now, i know for sure you can do it for nokia), that way it takes the wireless provider out of t...
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That would be like Cable Providers not selling Cable Boxes... And Car Dealerships not selling Cars...
No, people will always be idiots... That's a fact... They will blame the first person they can because it is their nature...
I would be money that someone somwhere has called internic and complained because they had problems with their internet... The problem isn't with the providers... It's the mindset american consumers have... They feel that they deserve to be treated like kings and don't realize they are paying for a service they cannot produce themselves...
No, people will always be idiots... That's a fact... They will blame the first person they can because it is their nature...
I would be money that someone somwhere has called internic and complained because they had problems with their internet... The problem isn't with the providers... It's the mindset american consumers have... They feel that they deserve to be treated like kings and don't realize they are paying for a service they cannot produce themselves...
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speck said:
That would be like Cable Providers not selling Cable Boxes... And Car Dealerships not selling Cars...
No, people will always be idiots... That's a fact... They will blame the first person they can because it is their nature...
I would be money that someone somwhere has called internic and complained because they had problems with their internet... The problem isn't with the providers... It's the mindset american consumers have... They feel that they deserve to be treated like kings and don't realize they are paying for a service they cannot produce themselves...
i agree with you that the majority of the public is retarded, however i disagree with your rebuttal to my statement about th...
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It would force customer's to take responsibility but at the same rate it would be incredibly inconvenient... I think the biggest benefit would be unlocked phones... It's not a bad idea, and a good concept... But you know something like that would not last.
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speck said:
It would force customer's to take responsibility but at the same rate it would be incredibly inconvenient... I think the biggest benefit would be unlocked phones... It's not a bad idea, and a good concept... But you know something like that would not last.
only because american consumers are whiney little bitches 😈
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I give them the scenario of buying a car. If you don't have insurance on the vehicle some states can fine you and you will have to pay for any damage you inflict on property (yours if there is a lien or theirs). If you don't insure it you are responsible for the damages and if you do insure it, you are responsible for a portion (the deductible) w/o further liability.
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I've only read half way through this thread but it doesn't look like it's getting answered anywere. I usually tell the customer that the phone is worth $100 (or what ever) Cingular is willing to buy you your first phone or pay for some of it as a courtesy to signing. But we can't afford to pay for your phone every year as it takes longer than that for us to make that money back.
Usually the truth they understand. I'm not really much one for lines and they usually understand that even if they arn't much happyer with having to pay for a new phone.
Usually the truth they understand. I'm not really much one for lines and they usually understand that even if they arn't much happyer with having to pay for a new phone.
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I have been a Southwestern Bell turned Cingular customer for 10 years. I have had 4 phones. They have more than made back their money on me through rate plans. Why can't I get a price reduction when it is time for me to have a new phne? Actually, why not any customer who has a certain standing has a certain selection of free phones every 2 years or so. Great account status.
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Keep in mind i can't see your account status so i don't know what it is. We are talking about the average customer. 10 year customer is not average. He ask for a way of explaining it to a customer that lots his phone and is not eligible. That is the reason. If you haven't had an upgrade in the 22 months or so there is usually a selection of free phones avaliable...that selection may only be one or two phones but they are usually there. If your a long standing customer then i believe there are exception rules for the customer by calling care. I'm an AWS rep but we got the same calls. The person loses the phone months after they get it and they are not eligible for the discount. Keep in mind the company is looking to see how much you ...
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I'm sorry I wasnt actually replying to that portion of the post. Just had a thought while reading it. I was elgible for upgrade in April, so that was a year, so I have had this phone for 19 months. Where do I find this special selection of phones. Sorry about the mix up.
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