Reps are never supposed to have the customer call in to have the fee waived we have to side on the side of the customer tho in consumer care. Also the reason why a media net unlimited or pda plan may be added is to get the actual rebate on the phone. Most of the time they are advised of that and dont pay attention they are too busy focused on "i just want to get out of here and play with my new phone."

Send in an agent feedback form if you are getting a lot of calls. I havent had a call like that in months. They mostly call in about prorated charges... especially with advanced billing.

Perhaps some indirect and cor reps out there could explain why they have them call into ccare for a credit when COR reps can make credits on account...
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I agree some reps are shady, but on the flip side there are several things that happen in stores.

1. Customers don't pay attention when we go over the CSS. 🙄

2. There are rate plan grids that bundle features in (messaging, media net and yes even roadside and insurance) which we explain to them. 😲

3. Phones require certain features (pda, bb or msg unl) in order to get the best price. The customers pretty much tell us they are going to call and have it removed. We can't deny selling them the phone, so we activate it and send them on their way. There is no "penalty" if they remove the feature and alot of them know that. 🙄

4. I have all activation/upgrade fees credited by the manager if the ECPV says they get i...
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This thread is why I buy my phones separate from the Carrier and have not and will not sign a contract. I don't want to deal with reps that will add crap I will later have to deal with another rep to rid myself of.

The only reason I like ATT is becasue I don't HAVE to call CS for anything if I don't do "subsidy upgrades" with anyone.

what irks me is when i call in and a beuc rep will not speak to me even though i told them i was calling from cor... i think most beuc reps are midly retarded.

One thing I would say is that if you have the ability to report agents or cor reps who are doing these things you definitely should. I know you dont want to take food out of anyone's mouth, and that's admirable, but as an AT&T employee, it's sort of your job to help weed out the bad employees. As an agent, whenever I get treated rudely by a customer service rep, or run across one who doesnt know what they are doing, I report the name and CUID to my RAE. Conversely, if they treat me exceptionally well or do a superb job of solving a problem, I will also report that to my RAE. My point is that the reps who are shady give the entire industry a bad name, and yes agents seem to bear the brunt of that bad name, in many cases deservedly so. Bu...
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I used to work for an inidirect store in upstate ny (Premier Technologies) and a few months later left due to the constant back and forth from management. Then I opened a Sprint Store (I am feeling the pain from that idea).

But anyway, back to the story. Feature flipping and slamming was actually the way that Premier Technology trained employees. The first two things that I taught in regards to features was, sometimes people come in with old codes (Old nights at 7pm code for example) and when we see this we should flip it because the company and us gets paid. The second thing was that we were to slam accounts with as many free trials as we could just as long as we mentioned that we added a free trial to the customer, at the time this was ...
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I add notes on a regular basis, when you go into the customers account on POS I you can view the account notes and it also give you the option to add notes as well.