New Protocol (Agents, you want to read this!)
I was just reading the discussion on thread "Cingular Customer Care" and wanted to let everyone in on something. Per our new protocol (which everyone in customer service had to complete a 4 hour training class on by now), activation fees, late fees, upgrade fees, reconnect fees, early termination fees, and regulatory fees and taxes will not be credited. If you find a rep that does credit any of these fees that could face serious retribution, so if you call in to waive these fees you will probably just be wasting your time.
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yep, they've been in effect since early April here in Dallas. The sales reps had training too.
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yeah something else that sucks is the fact that you call in to upgrade a customer who has had it for a year and half and wants to add 2 lines, but can't because customer service will not approve the upgrade to GSM, so they can't add the two lines on. "Due to protocol I am not allowed to do this." (also had only a $65 dollar average instead of 75) So, they disconnected their phones and went with another company.
Cingulard doesn't seem to to care about existing customers these days... they want more and more customers. but if you don't keep your existing customers they aren't going to stay and they surely aren't going to give you very good word of mouth advertising....
Cingulard doesn't seem to to care about existing customers these days... they want more and more customers. but if you don't keep your existing customers they aren't going to stay and they surely aren't going to give you very good word of mouth advertising....
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it puts my next semester of tuition payment in jeopardy!.. My boss is talking to AT&T and T-mobile.. we will start selling those...
AT&T now has same coverage, and same plans. but i can get paid twice as much selling those than Cingular.... so to stay in school i may be pushing AT&T
AT&T now has same coverage, and same plans. but i can get paid twice as much selling those than Cingular.... so to stay in school i may be pushing AT&T
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I am a customer service rep for cingular wireless. I got to say protocol is a problem it ties my hands to do right buy longtime customers at times. But keep in mind that we can approve those people who have at least finished a year an exception upgrade. But the agens have to agree to take less commission and cusotmer s haver to do a two-year extension at one-year priceing on the new phones. But we still have our ability to credit to make up the differance. We have got to be more creative but protocol is tough
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Thanks to mac, SS, and simply - for saying from the sales side what I've been saying to all the dealers and company stores (and to the CSRs at Cingular) for the last month - from the customer point of view.
I've been a customer for 1 1/2 years, I'm on month-to-month and I'd like to upgrade my Moto V60 to a quad-band GSM phone to use in Germany in two weeks (my fiancee' is German).
It seems that I MUST pay the "loyal customer surcharge". No matter how much I threaten to leave Cingular no one will sell me a phone for within $50 of what a new Cingular customer can get it for, even if I sign a two-year contract ( 2 years is a LONG time to commit in an industry like mobile phones!)
So my thoughts go like this: My fiancee' is on T-Mo (g...
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I've been a customer for 1 1/2 years, I'm on month-to-month and I'd like to upgrade my Moto V60 to a quad-band GSM phone to use in Germany in two weeks (my fiancee' is German).
It seems that I MUST pay the "loyal customer surcharge". No matter how much I threaten to leave Cingular no one will sell me a phone for within $50 of what a new Cingular customer can get it for, even if I sign a two-year contract ( 2 years is a LONG time to commit in an industry like mobile phones!)
So my thoughts go like this: My fiancee' is on T-Mo (g...
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if you leave and come back, you would A) have to pay T-mobile's activation fee, and then B) have to re-pay cingular's activation fee. it seems a better decision would be just to upgrade. i don't like the fact that we charge an upgrade fee, but we make it up by having better plans (no roaming, rollover) and better coverage over other GSM carriers (especially over T-mobile).
you have been with us a year and a half, but there are some people that have been with us 10 years and pay the same prices on the phone and dont mind. the only complaint i ever get is the upgrade fee. the other companies may not have one, but they charge more for their plans, features, roaming, etc. basically you pay for it up front with us or in the long run and dont ...
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you have been with us a year and a half, but there are some people that have been with us 10 years and pay the same prices on the phone and dont mind. the only complaint i ever get is the upgrade fee. the other companies may not have one, but they charge more for their plans, features, roaming, etc. basically you pay for it up front with us or in the long run and dont ...
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You'll also have to pay a termination fee from T-mobile unless they'll let you port in without a contract, and I'm not sure what prices new customers are getting where you're at, Miguelito, but in Texas the prices are the same for new customers as those that Upgrade. Online new customers can get a V400 for $37.50 less than an existing, but they've gotta pay the $18 difference between activations and upgrades, so they're really only saving $19.50. On top of that, there isn't a single store in my company that will service a phone ordered online or through customer service. You'd have to mail it in or find a corporate store with an on staff tech. That would pretty much make up the difference for me.
If you don't want a huge two year cont...
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If you don't want a huge two year cont...
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It's also kind of nice knowing that customer service can't snake a sale from me by offering huge rebates and credits.
I think you mean Telesales. CSRs have no motivation to 'snake' a sale from you since we don't do activations and we don't get commissions on upgrades we do. Please be a bit more specific before you say stuff like that about CS... protocols are making us seem bad enough.
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