Upgrade Rules Quirkiness
Like all cell companies, Cingular has "rules" you have to follow to upgrade your phone before your contract ends. However, in the last week or so, I've encountered the two quirks in the system. And to be honest, they both suck.
Quirk #1: The Exception Upgrade
You can technically upgrade at any time. The downside is you can ONLY take on a 2 year contract. As I'm in the middle of my 2 year from the ATT migration, I can honestly say I will never do a 2 year agreement ever again (phone hardware is not designed to last much more than a year).
Quirk #2: The $75 Rule
This is the one that really hacked me off, and actually, the story behind it is why I found all this out.
My Fiance and I were at Wal-Mart. She and I both are under 2 y...
(continues)
Quirk #1: The Exception Upgrade
You can technically upgrade at any time. The downside is you can ONLY take on a 2 year contract. As I'm in the middle of my 2 year from the ATT migration, I can honestly say I will never do a 2 year agreement ever again (phone hardware is not designed to last much more than a year).
Quirk #2: The $75 Rule
This is the one that really hacked me off, and actually, the story behind it is why I found all this out.
My Fiance and I were at Wal-Mart. She and I both are under 2 y...
(continues)
...
You may see that change very shortly....
But, to say it's the stupidest rule you ever heard of is kinda harsh... I'm gonna tell you a little secret. Cingular and other wireless carriers are in business to make money. They are not non-profits. I know thats hard to for a lot of people to swallow and someone is gonna raise a stink about 'taking care of the customer', etc..
However, there are things like cost of acquisition. With phone subsidies, marketing, benefits and everything else that goes into getting a new customer, it takes over a year on lower price plans before that customer starts generating profit for the company.
Hope that kinda helps to explain the 'stupidest rule ever' as most company have 'em.
But, to say it's the stupidest rule you ever heard of is kinda harsh... I'm gonna tell you a little secret. Cingular and other wireless carriers are in business to make money. They are not non-profits. I know thats hard to for a lot of people to swallow and someone is gonna raise a stink about 'taking care of the customer', etc..
However, there are things like cost of acquisition. With phone subsidies, marketing, benefits and everything else that goes into getting a new customer, it takes over a year on lower price plans before that customer starts generating profit for the company.
Hope that kinda helps to explain the 'stupidest rule ever' as most company have 'em.
...
Look, I have an MBA. Don't talk down to me like I'm some kid. I know exactly how the economics of a wireless company works.
I say it's the stupidest rule ever for a sepcific reason. If you're going to have a rule like that, tell your phone reps to at least explain it to the occasional customer who asks what the deal is. Not one of them would answer the question when I asked them. Hell, one phone rep got mad I even asked, yelled at me and hung up. And people wonder why Cingluar's customer service has a bad rep.
It's not like they have to advertise it. But inevitably, a few customers are going to run into a similar situation, and when no one will simply tell you what the deal is, it looks a lot like Cingular is either 1. horribly i...
(continues)
I say it's the stupidest rule ever for a sepcific reason. If you're going to have a rule like that, tell your phone reps to at least explain it to the occasional customer who asks what the deal is. Not one of them would answer the question when I asked them. Hell, one phone rep got mad I even asked, yelled at me and hung up. And people wonder why Cingluar's customer service has a bad rep.
It's not like they have to advertise it. But inevitably, a few customers are going to run into a similar situation, and when no one will simply tell you what the deal is, it looks a lot like Cingular is either 1. horribly i...
(continues)
...
I'm back in school getting my JD.
So yeah, being a student again means I don't use my phone half as much as I used to.
So yeah, being a student again means I don't use my phone half as much as I used to.
...
It was a joke... a funny one at that. so appreciate the humor being brought to a situation that for no reason seems to be getting a little heated.
...
dark54555 said:...
Look, I have an MBA. Don't talk down to me like I'm some kid. I know exactly how the economics of a wireless company works.
I say it's the stupidest rule ever for a sepcific reason. If you're going to have a rule like that, tell your phone reps to at least explain it to the occasional customer who asks what the deal is. Not one of them would answer the question when I asked them. Hell, one phone rep got mad I even asked, yelled at me and hung up. And people wonder why Cingluar's customer service has a bad rep.
It's not like they have to advertise it. But inevitably, a few customers are going to run into a similar situation, and when no one will simply tell you what the deal is, it looks a lot l
(continues)
...
Being an agent for cingular wireless myself, I remember my training on the sales portal, and I remember it specifically stating that we CAN NOT REVEAL COMPANY POLICIES like that to customers.
The reps that were "getting mad" with you, and not telling you why, were simply doing their job.
If a customer asked me, I wouldn't tell them. And I've been asked, and I don't tell. Because I'm obeying company policy.
The reps that were "getting mad" with you, and not telling you why, were simply doing their job.
If a customer asked me, I wouldn't tell them. And I've been asked, and I don't tell. Because I'm obeying company policy.
...
That policy only serves to anger the customer base. And clearly the store reps aren't following it, which means the policy is ineffective.
It's called poor operations management and poor customer service. This is the exact reason Cingluar keeps scoring low on customer service surveys.
It's called poor operations management and poor customer service. This is the exact reason Cingluar keeps scoring low on customer service surveys.
...
????????????
There is nothing on sales portal, Cingular U or otherwise that says you cannot reveal the upgrade program guidelines to a customer.
I challenge you to cite where you read that nonsense.
There is nothing on sales portal, Cingular U or otherwise that says you cannot reveal the upgrade program guidelines to a customer.
I challenge you to cite where you read that nonsense.
...
Inconsistancies:
You have a MBA
You shop at Wal-Mart and expect high levels of service and explanation.
You weren't being "talked down to", but rather having a concept explained in the same fashion in which you explained your issue. You don't speak like you have a MBA, so why should that poster assume you have one?
If you would have been to a Cingular store in the first place you might have had the answer in the first place. The upgrade program is common knowledge amoung my reps and my peers.
And from reading your explanation, you got the answer with your phone calls as well. Just not the answer you wanted to hear.
You have a MBA
You shop at Wal-Mart and expect high levels of service and explanation.
You weren't being "talked down to", but rather having a concept explained in the same fashion in which you explained your issue. You don't speak like you have a MBA, so why should that poster assume you have one?
If you would have been to a Cingular store in the first place you might have had the answer in the first place. The upgrade program is common knowledge amoung my reps and my peers.
And from reading your explanation, you got the answer with your phone calls as well. Just not the answer you wanted to hear.
...
I didn't expect the Wal-Mart guy (nice as he was) to know ****. I'm pissed that the Cingular phone idiots gave me no answers.
That poster explained the concept of pricing like he was talking to an 8 year old. And you have no idea how I "speak," this is a message board. I don't write here like I did for work.
Well, it apparently isn't common knowledge among the Cingluar phone reps, who may very well be the lowest quality call center. In theory, I should be able to get the same basic answer from anyone at the company.
No, the answer I got on the phone was "I have no idea what you're talking about." Not one of them ever mentioned the exception upgrade or the $75 rule.
As a fellow Texas resident, where is your store so I make su...
(continues)
That poster explained the concept of pricing like he was talking to an 8 year old. And you have no idea how I "speak," this is a message board. I don't write here like I did for work.
Well, it apparently isn't common knowledge among the Cingluar phone reps, who may very well be the lowest quality call center. In theory, I should be able to get the same basic answer from anyone at the company.
No, the answer I got on the phone was "I have no idea what you're talking about." Not one of them ever mentioned the exception upgrade or the $75 rule.
As a fellow Texas resident, where is your store so I make su...
(continues)
...
So you would rather not be eligible for ANY kind of upgrade process for 21/18 months period? Im sure that Cingular can arange that for you if you would like.
Im sorry, but I just don't get why you are so frustrated. You got a discounted price on the most wanted phone we have to offer right now. You are basically upset that Cingular is not letting you do the same??? Because outright cost is still more than an exception upgrade would be, and if you would rather pay that anytime you want to make changes to your equipment during the 21 months we will be glad to let you.
Im sorry, but I just don't get why you are so frustrated. You got a discounted price on the most wanted phone we have to offer right now. You are basically upset that Cingular is not letting you do the same??? Because outright cost is still more than an exception upgrade would be, and if you would rather pay that anytime you want to make changes to your equipment during the 21 months we will be glad to let you.
...
No, actually I didn't get anything. Perhaps you should re-read the story.
And I'm more annoyed at the poor customer service than not getting the phone. I have a phone. It works. I'd like to replace it, but whatever. I'd have been far less annoyed if someone had just answered my question during the first call.
And I'm more annoyed at the poor customer service than not getting the phone. I have a phone. It works. I'd like to replace it, but whatever. I'd have been far less annoyed if someone had just answered my question during the first call.
...
#1: You can only do an exceptional upgrade after 6 months. It's such a pain to do, I usually don't do it unless it's a high monthly plan customer or someone who activated service under my store. And I would never do it for a customer with a $9.99 line. I'd rather just give them a discount off of a cash and carry phone sale.
#2: The $75 rule means you can upgrade after 1 year, not anytime. I think it's also affected by how long you've been a cingular customer (if you just migrated a year ago, you've been a cingular customer for 1 year)
It's not a stupid rule especially since Cingular has alot of legacy $19.99/month and $29.99/month plan customers.
#2: The $75 rule means you can upgrade after 1 year, not anytime. I think it's also affected by how long you've been a cingular customer (if you just migrated a year ago, you've been a cingular customer for 1 year)
It's not a stupid rule especially since Cingular has alot of legacy $19.99/month and $29.99/month plan customers.
...
I can totally understand not offering it to $20-30 a month customers. But as someone paying $65 a month, being $10 short is far more irksome.
Of course, the fact that it took me 3 days to find out that rule was still far more annoying.
Of course, the fact that it took me 3 days to find out that rule was still far more annoying.
...
Provide me with their entire financial records, profit margins, etc. and maybe I can make that call. It doesn't take an MBA to know that. Even a 3rd rate wireless representative should be able to figure that out.
...
Maybe someone with an MBA in finance at Cingular already did it and came up with $75? You can expect that a carrier will please 100% of the customers 100% of the time, but I don't think any carrier could ever achieve that.
As for not getting the info you need, that is a different story. Wireless companies have so many detailed policies its hard to make everything entirely accessible. Something has to be at the bottom unfortunately.
As for not getting the info you need, that is a different story. Wireless companies have so many detailed policies its hard to make everything entirely accessible. Something has to be at the bottom unfortunately.
...
As I've said before, it's not getting an answer that made me mad, especially when I was able to tell everyone the exact same story. Not getting an upgrade was just an annoyance.
...
I do not blame you that $75 bullcarap is so bogus i used to work for cingular and i can tell you how many times i had to try and explain that pack of crap to customers
...
actually it isn't whenever you want. It is after one year of service if you maintian a high bill. The standard rule for upgrades was 21 months of your 24 month contract. Now, that has changed as Cingular is trying to retain more customers. They've lowered it to 18 months out of a 24 month contract.
...
So, let me make sure I understand this...It is a fact that a customer who averages over $75 a month will definitely be allowed to upgrade at any point in their contract? It doesn't matter which rep you get on the phone, or in the store? Everyone knows the policy?
...
nobody said at any point in the contract i think they said after 1 year
...
I believe it's been clarified that it's at about the 1 year mark on a 2 year agreement (well in advance of the normal upgrade point).
From my experience, the phone reps will tell you to take a hike, but Store reps will do it.
From my experience, the phone reps will tell you to take a hike, but Store reps will do it.
...
