is CS still split up with Cingular/AWS?
I was working with a customer the other day who had an issue porting his number in. Basically, to make a long story short he called to cancel his service (with ATnT/cingular) and they told him he had 30 days in case he wanted to port his number, but ended up shutting off the service immediately. So, our number port-in failed. I had him on the phone with me, conferenced in with our number transfer center and he said his phone was an ATnT phone that got migrated to a a cingular line. So, we called cingular, and they couldn't find his info, so they told us to call another number, which was ATnT customer care, and they found the info...ended up hanging up on us after he couldn't verify his password, but thats another story lol...I thought it was...
(continues)
(continues)
...
Well there is Orange call centers that can only look at Cingular accounts like Me, and then there are the Blue Customer Care that can pull up old ATT account. It looks like obviously he didnt migrate to Orange if they could not pull up his account..
...
bizkitsngravy said:...
I was working with a customer the other day who had an issue porting his number in. Basically, to make a long story short he called to cancel his service (with ATnT/cingular) and they told him he had 30 days in case he wanted to port his number, but ended up shutting off the service immediately. So, our number port-in failed. I had him on the phone with me, conferenced in with our number transfer center and he said his phone was an ATnT phone that got migrated to a a cingular line. So, we called cingular, and they couldn't find his info, so they told us to call another number, which was ATnT customer care, and they found the info...ended up hanging up on us after he couldn't verify his password, but th
(continues)
...
no, thats great- thanks 🙂
It actually makes sense that there are still different departments, there's a lot of accounts to handle, and I'm quite sure not all are migrated. (it wouldn't make much sense either to train cingular reps on existing ATnT accounts/systems as long as there are existing reps who can do the job).....thanks again 🙂
It actually makes sense that there are still different departments, there's a lot of accounts to handle, and I'm quite sure not all are migrated. (it wouldn't make much sense either to train cingular reps on existing ATnT accounts/systems as long as there are existing reps who can do the job).....thanks again 🙂
...
bizkitsngravy said:
no, thats great- thanks 🙂
It actually makes sense that there are still different departments, there's a lot of accounts to handle, and I'm quite sure not all are migrated. (it wouldn't make much sense either to train cingular reps on existing ATnT accounts/systems as long as there are existing reps who can do the job).....thanks again 🙂
As far as verifying the password goes, if the customer can't verify it over the phone, they will have to go to an AWS/Cingular store and show proof of ID. The store rep can then either change the PW or remove it altogether. They will then have to call in to customer care to resolve the reinstatement issue.
Hope this helps.
...
