Raise The ETF
I think Cingular/AWE should raise the ETF from $175 to $1,750. We need to make it more costly for people to leave the company. Right now it is too easy with the ETF being as low as it is. Any thoughts?
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The ETF isn't $175 everywhere. In quite a few states, for example Arizona and New Jersey, the ETF is $240. And that my friend, is not cheap.
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RUFF1415 said:
The ETF isn't $175 everywhere. In quite a few states, for example Arizona and New Jersey, the ETF is $240. And that my friend, is not cheap.
especially if you have 4 or 5 lines....
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I think the ETF should be the difference between the cost of the phone and what they paid for it.
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I can't disagree with that, but it would be giving an advantage to the people who cheap out and get the free junk. In my experience those who aren't willing to spend the money on the phones are also the ones most likely to ask when the contract is up and/or pay the ETF so they can go get another free POS somewhere else. If they were payin the difference it'd only be about $100 whereas the guy who gets the TREO or the s710 may have both a higher ARPU and ETF in that case. Whether they talk big or not thier chief complaint is "I paid (x amount) for this phone...I want it to work right, do what you can"
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I think we should just take away the buyers remorse period, except for circumstances beyond either parties immediate control (i.e. no signal coverage) That way, it would force customers to become the "educated consumers" that they claim to be. I think consumers would think about things alot before signing a totally binding contract. (Of course we would leave a 30 day period in there for exchanges and defectives and whatnot, just not Buyer's Remorse)
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Nah! Buyer's Remorse is a good thing. Considering that it's usually a case of can't get signal in an important place. If I buy a cell phone and it works at work where I spend a lot of time, but not at home where I do most of my talking I don't want it. If I buy one that works everywhere I go except work I'll not be happy.
I do however think we need to append the Buyer's Remorse rules to include an ineligibility to sign up for a new contract within a certain period after cancelling during the BR period. I hate more than anything loosing commission cause someone cancelled for that better deal at Best Buy three days later (their fault for not shoppin around first). And as a pleasant side effect it would reduce phantom churn.
I do however think we need to append the Buyer's Remorse rules to include an ineligibility to sign up for a new contract within a certain period after cancelling during the BR period. I hate more than anything loosing commission cause someone cancelled for that better deal at Best Buy three days later (their fault for not shoppin around first). And as a pleasant side effect it would reduce phantom churn.
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First of all, I said SPECIFICALLY that there should be exceptions for things like no signal. Secondly, there is a rule about that. After cancelling due to buyer's remorse, a customer is not supposed to be able to get service with us again for 180 days. Of course, with all the different ways to acquire cingular service (stores, agents, telesales, etc) that hardly ever gets enforced in a commission driven environment.
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Jldnr77 said:
After cancelling due to buyer's remorse, a customer is not supposed to be able to get service with us again for 180 days. Of course, with all the different ways to acquire cingular service (stores, agents, telesales, etc) that hardly ever gets enforced in a commission driven environment.
Where exactly do find such policies? I have NEVER heard, seen or read anywhere than someone has to wait 180 days before coming back to Cingular should they cancel service under buyers remorse.
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I looked all over CSP, and couldn't find it. I do remember being told that VERY distinctly in training though. They actually focused on that point for a little while.
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Ahem... Buyer's Remorse is called good customer service. With Cingular's reputation in the CS department, I don't think taking away any of the good things you do have is a smart idea.
Yes, I also work for Cingular.
Yes, I also work for Cingular.
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The only thing I don't like about buyers remorse is that when people buy from telesales, they have to ship the phones back, and if I had a penny for every time I see an account where the customer mailed their phone back two months ago but are still getting billed becuase it was never cleared out by warehouse I wouldn't be working at Cingular anymore 😉
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drumminf00l said:
The only thing I don't like about buyers remorse is that when people buy from telesales, they have to ship the phones back, and if I had a penny for every time I see an account where the customer mailed their phone back two months ago but are still getting billed becuase it was never cleared out by warehouse I wouldn't be working at Cingular anymore 😉
I hear ya!.
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actually if it is buyer's remorse then they can get another line but the BR has to be completely processed. ie, no balance and equipment rec'd back.. i know that if a cust has disconnected a line then they have to wait 60 days or until the phone # recycles before adding another line. otherwise c&a would require them to reactivate the disconnected line before a new one can be reactivated.
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I think what they should do, is take the customers average monthly bills, then just charge them what the remaining period would cost, say they spend about 100$ a month, if the have 10 months left, charge them 1,000$
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I'm sure if that happened new customers would refuse to sign a contract, current customers would never sign a new one, and people would be jumping ship to another company as soon their contract was up.
I know that no matter how many and how good a companies incentives were, an ETF like that would steer me clear of them.
I know that no matter how many and how good a companies incentives were, an ETF like that would steer me clear of them.
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better yet, go euro, forget contracts, forget selling phones, you buy your own phone, and we sell a sim chip
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Firstly - if you people would do your job in an honest and frank manner - maybe you wouldn't have so many people leaving your company.
Try offering quality service to keep customers - not raising the ETF.
Excellent exhibition of the idiocy at your company though.
Try offering quality service to keep customers - not raising the ETF.
Excellent exhibition of the idiocy at your company though.
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Hey captain, when are you going to stand up and state where you work? Do you represent your ENTIRE company, as you feel some of the people here do with Cingular?
I wasn't aware that such a small % of people was an accurate sample size to determine anything statistically valid.
I wasn't aware that such a small % of people was an accurate sample size to determine anything statistically valid.
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Actually Captain, at the time of the merger cingular and att had a combined customer base of 46 million. We now have 50 million. What that means captians is that more poeple are signing onto to cingualr then leaving. Please stop adding drugs to your cool-aid.
Zap, Zap i Zap you for your stupidity.
Zap, Zap i Zap you for your stupidity.
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Ok, I'll just make a post with reguards to all the replys so far.
Raising the fee to an outragous amount like that would not be a good business move. First, it would drive new and renewing customers away, especially because, according to these forums, the only way to get out of an ETF is through death. Sometimes life happens, and paying $200 is a lot better than paying $2,000.
Also, you cannot charge the amount of their actual bills left (the thing about if they're bill is $100/month and they have 10 months left, the ETF would be $1,000). Cingular isn't losing $1,000 of profit because out of the customer's $100 they're paying each month, I'd be willing to say about $20 is profit. The other $80 is costs for infrastructure, overh...
(continues)
Raising the fee to an outragous amount like that would not be a good business move. First, it would drive new and renewing customers away, especially because, according to these forums, the only way to get out of an ETF is through death. Sometimes life happens, and paying $200 is a lot better than paying $2,000.
Also, you cannot charge the amount of their actual bills left (the thing about if they're bill is $100/month and they have 10 months left, the ETF would be $1,000). Cingular isn't losing $1,000 of profit because out of the customer's $100 they're paying each month, I'd be willing to say about $20 is profit. The other $80 is costs for infrastructure, overh...
(continues)
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