Will Cingular's Customers Service get any better?
-llkoola1
It has been said that Cingularโs primary focus for 2006 is to improve on their customer care, and I think that is a must if they want to do well in this industry let alone stay at the top spot. If they leave it the way it is, they are in deep trouble. They also need to fix their reputation.
Yes, T-mobile will continue to build thousands of towers nationwide as well as to set up some roaming agreements with other carriers to enhance coverage in the areas they arenโt great in or arenโt in at all. Speaking of towers, the good thing is that Cingular will increase their tower building and implementing on their network by thousands nationwide. (I posted this earlier about how many they will post additionally however I forgot those ...
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perhaps before their problems they did have a good customer service but for the past 3 years they didnt.
cingular lacks in the customer service area also, and lets hope this trend doesnt continue and turns around or else they will be facing tons of troubles in the future.
CINGULAR had bad CS but has improved and are definately improving. what people fail to see is cingular has the most customers which means the ratio of complaints are gonna be higher. if vzw had the most customers they'd too have alot of complaints. people gettin upset because the cant get a credit for talk overages or text overages shouldn't result in bad CS. at this time they cant afford to credit everybodies overages back. and ATTWS gave credits out the anis so they didn't get jolted for bad CS. it was their pride.
cingular continues to have the most complaints and they continue not to do that great in net adds. verizon gets the most customers per quarter and their churn is like 1.0% and they do have one of the lowest complaint rates in the industry. verizon is only 3 million less then cingular so your theory and the below premise is wrong. "if vzw had the most customers they'd too have a lot of complaints" (what you said)
nextel18 said:
ATTWS used to have good customer service, but it went downhill and they lost subscribers due to their bad customer care as well as billing and other fruadulent things. it has nothing to do with tdma to gsm.
cingular continues to have the most complaints and they continue not to do that great in net adds. verizon gets the most customers per quarter and their churn is like 1.0% and they do have one of the lowest complaint rates in the industry. verizon is only 3 million less then cingular so your theory and the below premise is wrong. "if vzw had the most customers they'd too have a lot of complaints" (what you said)
You know you are talking out of your hindquarters, here, so why do you...
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ATTWS had poor reputation and cingular added that now to its system as well.
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but as mentioned before the main reasons had little to do with the gsm migration but the customer care or lack there of and their billing practises or lack there of.
"Trust me Cingular will reduce complaints just by completing the network transitions. "
not sure if that is true. this is from last year's FCC report (http://www.consumersunion.org/pub/core_telec om_and_utilities/002089.html) "For all of the major cell phone companies, consumers complained the most about billing problems. Complaints about transferring their phone numbers, serv...
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I won't get started on Cingular's pay rates, and why if they paid more they'd get a better quality rep... oops, I got started. ๐
i am talking about that the billing practises werent that great.. illegal actually. take a look at the lawsuits that were against them.. not that great and not normal. i am not talking about human error or system error and it is more serious then that...
"Reputation is key and Cingular shot themselves in the foot."
i agree with that statement.
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time to get rid of the top execs and make 1 company! lol.
time will tell. i hope they do well or else there would be plenty of problems in the future for them especially spending $7B plus in 2006, while verizon spends less and gets more subscribers.
they have some problems they need to fix and if they do that they will be a strong player in this industry.
Its easy to drop bombs that will flame peoples emotions, but back something up.
you proclaimed to me ATTWS lost customers HAD NOTHING TO DO WITH TDMA TO GSM MIGRATION, but your response to cameltowing was " well the problems why ATTWS lost customers had everything to do with the gsm migrations.............(whatever you said ๐ ).
nextel18 said:
ATTWS used to have good customer service, but it went downhill and they lost subscribers due to their bad customer care as well as billing and other fruadulent things. it has nothing to do with tdma to gsm.
cingular continues to have the most complaints and they continue not to do that great in net adds. verizon gets the most customers per quarter and their churn is like 1.0% and they do have one of the lowest complaint rates in the industry. verizon is only 3 million less then cingular so your theory and the below premise is wrong. "if vzw had the most customers they'd too have a lot of complaints" (what you said)
Sorry I had to pop my head in and comment on how absolutley incorrect thi...
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As for Nextel18 saying it had nothing to do with that, then saying in another post that tdma to gsm had everything to do with attws downfall is very inconsistant. Also after correcting yourself and still trying to sneak in your statements about there faulty CS is rediulous. Everyone knows that CS was not the issue, your wrong and its ok to admit your wrong. Try it. Your gonna confuse the people that come on this sight to get accurate info as usuall.
Ironically, asking at a Cingular store, I got the answer with no fuss.
-llkoola1
Customer care is willing to work with the customer but to the point of following our guidelines.
Thats why anything related to credit and adjustment the store has no access to.
Like others have said there is a mentality among some customers, i repeat some NOT ALL, thats they can negotitate a bill like well i owe $320.00 for 3 months, i am a loyal customer i am willing to pay $250.00 but i need you to credit me so i can afford to pay you and...
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๐
As a simple generic test, I tried calling in four separate times to ask each rep the same 5 questions.
My results:
Question 1 - 4 distinct answers
Question 2 - 3 distinct answers, 2 did not know
Question 3 - 3 distinct answers, 1 did not know, and 1 hung up from being unable to answer.
Question 4 - 2 distinct answers, 3 did not know.
Question 5 - 5 distinct answers
While my results are not indicative of any trends or an accurate sample, they are enough to keep me from considering Cingular anytime soon.
Not to mention the plethora of reps here who make Cingular look like one of the leading employers of mentally challenged indi...
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For example, I was given 3 different prices for the same phone and plan, two of which said they would waive activation.
Question 1 was about roaming, to which I received four separate answers on how I would be charged for roaming.
I do agree with you generally though.
What number did you call?
What number(s) did you press on the automated system?
To quote a line you so easily enjoy throwing around...
You are a liar.
Coming from you I will take that as a compliment.
I think you are in denial considering the constant and numerous amount of people here and other places who have similar experiences with Cingular.
Sure it may be easy for you to dismiss me, but come on now, how are you going to dismiss the constant stream of people who encounter the exact same issues?
I called 888-333-6651, and my questions were general ones about plans, general service, and roaming.
Seriously though, can you please enlighten us to the exact questions you asked?
Thanks.
captainplooky said:...
It will not change.
As a simple generic test, I tried calling in four separate times to ask each rep the same 5 questions.
My results:
Question 1 - 4 distinct answers
Question 2 - 3 distinct answers, 2 did not know
Question 3 - 3 distinct answers, 1 did not know, and 1 hung up from being unable to answer.
Question 4 - 2 distinct answers, 3 did not know.
Question 5 - 5 distinct answers
While my results are not indicative of any trends or an accurate sample, they are enough to keep me from considering Cingular anytime soon.
Not to mention the plethora of reps here who make Cingular look like one of the leadi
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BDGP said:captainplooky said:
I have a friend .
Sure you do, loser, stop trolling all the forums. You have lost all credibility
The biggest factor in whether or not someone did well? Attitude. I hired quite a few call center employees. Those who said they wanted out of the environment because of management did EQUALLY AS POOR when working elsewhere. Those who enjoyed their job but wanted a challenge did very well.
Attitude matters.
How can he get five answers when he called 4 reps?
He got it right the first time.
L-A-I-D. Who needs it? Pooky Bear!
I doubt that he lied, but I strongly suspect he asked stupid questions on purpose to "prove" his point. There was never any doubt in my mind why he never stated all the questions he asked, or under what conditions.
Either way, I will continue to point out his inconsistancies and lies. We've tried ignoring him. It doesn't work.
Even more humorous is that, if the admins were to kick "liars" there would be a fraction of the representatives that are here currently, TexasWireless being one of them.
TexasWireless being one of them.
Should the admins decide to kick "liars" as you propose.
I take issue with the fact that you said you called in FOUR times, and yet you state that you got FIVE different results for all the the questions except the first question. This might have already been covered, but I'm just not interested in looking through all the posts...
Your own words:"As a simple generic test, I tried calling in four separate times to ask each rep the same 5 questions.
My results:
Question 1 - 4 distinct answers
Question 2 - 3 distinct answers, 2 did not know
Question 3 - 3 distinct answers, 1 did not know, and 1 hung up from being unable to answer.
Question 4 - 2 distinct answers, 3 did not know.
...
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Again, I give Cingular one year to show me that the customer rules, and it isn't just talk.
Then please tell us all questions you asked, with the exact wording. Did you use the same wording every time?
I asked about voicemail, roaming, phone cost with a plan, game downloads, and about how the contract worked.
I asked each question with the same wording and I revolved questions, but I did not have them written down. I got lucky that the rep who hung up on me was on her last question.
Like I said:
While my results are not indicative of any trends or an accurate sample, they are enough to keep me from considering Cingular anytime soon.
You don't have to believe me, read the forums. The complaints here will illustrate the problems of Cingular far better then my smal...
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I had not noticed that I had made that typo. It should have been 4, you know, the number next to 5.
Throw out all my results all you like, but I dare you to try the same.
If nothing more, this illustrates Cingular's and many of their employee's failure to acknowledge that there is indeed a serious customer service breakdown within the company.
I am but one person. I am not making all the numerous complaints Cingular receives at the FCC, BBB, and on forums like this.
Just a cursory glance of this site alone yields massive numbers of complaints with Cingular's customer service, billing, and general practices from consumers who have tried and had service with Cingular.
captainplooky said:
๐คฃ
I had not noticed that I had made that typo. It should have been 4, you know, the number next to 5.
Except it was the word "four", which is much harder to mis-type. ;)
Throw out all my results all you like, but I dare you to try the same.
No, that's cool; I have a life. But in fairness, I'm intimately familiar with Cingular's customer service. Furthermore, it's less the people than the crappy system they have. You put good people - and there are some very good, well-intentioned Cingular reps - in a bad system, you will get bad results.
If nothing more, this illustrates Cingular's and many of their employee's failure to acknowle...
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You have more tolerance of incompetence then I.
Good luck, I fear you are going to need it.
to mis-type the word "four" instead of "five" you would need to have a serious typing handicap.
First letter is the same
Second letter is right next to the first, maybe
But...
U ia on the top row of keys, V on the bottom. Using standard typing skills it is even keyed using the opposite hand. And to mistype a word so that the exact sequential number comes out?
You made it up and we called B.S.
And I seem to remember you claiming to know me from elsewhere, I called BS, and my suspicions were confirmed.
And I think you need to re-read his post. He said he called four reps and asked them five questions. He then tried to show where each question was answered five times. Two people called him on it and he tried to say he mistyped. How do you misspell five and end up typing four?
The call center is not the most helpful group of cubicle monkeys.
What I have said and continue to say is he made up his data and/or used skewed methods to obtain that data.
He won't list his questions
He won't explain what extentions he pressed
The number of questions asked does not equal the number of answers received.
If he truly wanted to show an "experiment" he would not have numbers that don't add up and would be willing to answer our questions about his methods. He had one goal, another way to flame Cingular.
captainplooky said:...
It will not change.
As a simple generic test, I tried calling in four separate times to ask each rep the same 5 questions.
My results:
Question 1 - 4 distinct answers
Question 2 - 3 distinct answers, 2 did not know
Question 3 - 3 distinct answers, 1 did not know, and 1 hung up from being unable to answer.
Question 4 - 2 distinct answers, 3 did not know.
Question 5 - 5 distinct answers
While my results are not indicative of any trends or an accurate sample, they are enough to keep me from considering Cingular anytime soon.
Not to mention the plethora of reps here who make Cingular look like one of the leadi
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You joined in December, and I have posted in the Cingular forum all of maybe 8 times since that time. Kudos on your ability to bandwagon jump.
You must have a really boring life if you call cingular centers 5 times just to humor yourself.
Actually it was quite funny. Especially afterwards when I would tell the reps how they were wrong and about how I was calling other reps and getting many answers to the same questions.
They, much like you, could not accept the fact they were incorrect, poorly trained, or whatever it is that plagues the customer service of Cingular.
I dont know you so IM just gonna assume your a liar because that would be the more obvious answer.
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I have been a avid reader of this site for 2 years...You are corret that I made an account and started posting around December..Btw I count 6 posts in the top 2 threads alone but I dont feel like arguing the small stuff...
....Actually it was quite funny. Especially afterwards when I would tell the reps how they were wrong and about how I was calling other reps and getting many answers to the same questions....
I am not arguing the fact that you thought it was funny to call them 5 times...I already said your life must be boring.
....They, much like you, could not accept the fact the...
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15 minutes out of my day to see if Cingular has made any progress from the last time I dealt with them is but a small fraction of the time I have available. No worries about that.
I suppose you would prefer me to not mention to anyone the poor customer service and other multitude of problems one will encounter by doing business with Cingular - but no such luck.
I think we both no it takes alot longer then 15 min to call a call center 5 times. I think almost everyone knows that about EVERY call center. Using exaggerations to prove your point shows your running out of ammo.
....I suppose you would prefer me to not mention to anyone the poor customer service and other multitude of problems one will encounter by doing business with Cingular - but no such luck....
I would prefer you to go away and stop stalking the cingular forums but since you have already stated you have loads of freetime we both no that wont...
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It is amazing you are more familiar with my life then I am.
Don't wanna try calling yourself - just do a cursory glance of this forum. It's filled with examples that illustrate exactly what I have said.
Some of these threads also contain you mocking and insulting customers who are either seeking help, resolution, or are stating their experiences. Further illustrating the problems Cingular has.
It's hilarious, you acknowledge there is a massive problem, yet contribute to it without even realizing or caring. I'm sure if your postings are any indication of your job performance then you are responsible for a few of the complaints yourself.
That too tough, then just click around here a bit:
http://consumercenter.jdpow »...
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....It's hilarious, you acknowledge there is a massive problem, yet contribute to it without even realizing or caring....
Maybe ill spam call centers, that will sure help things.
..... I'm sure if your postings are any indication of your job performance then you are responsible for a few of the complaints yourself.....
Dont worry my postings are not a indication of my job performance. I am perfectly capable of acting professional at work while keeping my personal views in my off time. But then again I dont get custo...
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captainplooky said:
๐คฃ
My appreciation for the laughs.
For once we agree....Im taking off for the evening so take er easy! And no more call centers for you lmao jk....all in fun
It's even more frustrating if you feel you're a patient customer who has come to this site, howardforums, and other places (even Cingular's own Chat Room) and researched what it is that brought you to ask for help to begin with and feel you are versed on the one thing you are asking about...only to be met with "never heard of that".
That is the characterization of Customer Service, and to a degree it's true. To be fair and balanced, over time...
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