XBM question.
here is an interesting one for ya.
i had a customer come in today who was billed $230.00 for a flip camera phone because some technition rejected the warrenty. My question is, can a customer return the new/referb that they sent them and get their account credited back?
They don't care about getting thier old phone back, and ultimatly want to use another lines upgrade discount to get another phone. I had them call XBM fist to see what thier options were and now he's on the horn with care trying to work out a deal were he gets to keep the phone they sent up but will credit him the diffrence of the upgrade price if he re-news the contract. any comments? thoughts? suggestions?
i had a customer come in today who was billed $230.00 for a flip camera phone because some technition rejected the warrenty. My question is, can a customer return the new/referb that they sent them and get their account credited back?
They don't care about getting thier old phone back, and ultimatly want to use another lines upgrade discount to get another phone. I had them call XBM fist to see what thier options were and now he's on the horn with care trying to work out a deal were he gets to keep the phone they sent up but will credit him the diffrence of the upgrade price if he re-news the contract. any comments? thoughts? suggestions?
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on the whole credit the difference thing... i doubt it. i would do it. but you know our protocol and it won't let us do anything worth while.
returning the refurb phone to XBM seems like a good idea, but i'm sure they're a bunch of nazi's too.
returning the refurb phone to XBM seems like a good idea, but i'm sure they're a bunch of nazi's too.
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Co-worker said there have been some issues with XBM lately marking every phone sent back as damaged even if its not. Im not sure how many people have been effected by this just wanted you to keep it in mind.
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XBM was a good thought in theory but its proven itself to be more a hassle than anything. I have yet to see a refurb solve the problem the first time. I dont really find it to be all that fair that a person can shell out upwards of $600+ for a slick fone and then get a reworked p.o.s. in the mail 'cuz their first attempt was crap. And then WE charge them shipping.. Not to mention that XBM can say the fone was water damaged or whatever and the customer can't prove them wrong, so they get charged that 150-$200 charge for "beyond economic repair." It's hard to promote quality with these types of options at hand..
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My store sells Cingular (just started - used to sell AT&T) and T-Mobile, and I have to say, this is one area where T-Mo puts some of the other carriers to shame. The coverage is smaller and the data speeds slower, but its cheaper, and in a situation like this the customer would be charged $70 for out of warranty - and they receive a new handset within 5 business days and the shipping is all covered by T-Mo. I've never handled a Cingular exchange (not yet at least), and I was a little amazed to find the cost so steep for the customer (my reason for posting). I'd be interested to hear anyone's feedback on this though . . .
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Well thats why I tell the customer the other option they have is to handle the warranty through the manufacturer.
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😳 I've heard this as well. Plus something like 76% to 89% of the phones they send out end up being worse than the original defective phone!! This dept is going to end up doing some serious damage to CINGULAR already fragile reputation.
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I don't think I buy that, though. Usually the exchange does help the company and Cingular is hardly alone in sending out the refurbs as replacement; I know at least T-Mobile does, Verizon does as well (for all the talk from customers getting brand new phones for free at the store)
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Yes but from what an Area Manager said that this was escalated to, they actually called the manufacuterer to find out if the phone had damage and the manufacturer said that they repaired it and sent it back with no problems.
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😢 That may be but now I have heard of that all issues are returned water damage, and the customers are being charged for the phones. WTF there isn't that much moisture for all issues to be water damaged!!!Yeah CINGULAR is running a nice lil scam with XBM. Even if you get a "refurbished" phone it tends to be a bigger POS than the original.
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The short answer is no. XbM never credits back for damage found under any circumstances that I have yet seen. The terms and conditions of the exchange also specifically point out that once they send their old device to us, we can not send it back to them.
As far as lots of phones getting charged for damage, I would have to say that working both blue (where devices do get returned to customers if damage is found) and orange, and taking escalations for both, it appears that charges for damage are about normal lately. I get about the same (if not fewer) number of calls about orange devices getting charged for damage as compared to blue devices getting charged for damage. Granted, this is a very subjective and completely unscientific analysis,...
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As far as lots of phones getting charged for damage, I would have to say that working both blue (where devices do get returned to customers if damage is found) and orange, and taking escalations for both, it appears that charges for damage are about normal lately. I get about the same (if not fewer) number of calls about orange devices getting charged for damage as compared to blue devices getting charged for damage. Granted, this is a very subjective and completely unscientific analysis,...
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Ugh, I am not a fan of XBM. I just had a woman who had started service on 2/12/05 and has had 4 XBM refurbs since and was calling in for a 5th. She had a moto V551 and has had every problem under the sun and can't get a working replacement. How many times will she have to get a replacement before we will allow her to either get a NEW fone or ensure that her next refurb WORKS??
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Well, technically, XbM is set up as an extra arm of the manufacturer's warranties. manufacturer warranties (in nearly all cases) specifically state that it is the manufacturer's option whether or not to provide a refurbished or new replacement, and so for programs like XbM (and the blue equivalent, WEX), the manufacturer provides a special stock of refurbished devices especially set aside for warranty replacements. If we do anything other than provide a refurb of the same model, then that means that we are doing something other than the warranty, and XbM has very few options in that vein, although this lady with the 4 v551 exchanges might be able to do something, I just can't say what. ;)
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I had a customer with the same thing happen. He had a V400. I got on the phone with them and asked the guy what we could do so it wouldn't happen again. He was very helpful and got a manager and approved him to get a new V551 instead. When the phone came in, it was a refurbished V400.... I called and the girl was rude and told me that there was nothing that we could do, and she had no idea how the guy did that, even with a manager. I got nowhere. XBM is the biggest joke. Refurbished phones are not the problem, they just need to make sure they work fully before sending them to people.
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In my store if a customer does XMB multiple times with a reasonable period.. (two in a month...three in two months....etc), we swap out a new phone for them.
Corporate store in Louisiana.
Corporate store in Louisiana.
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