New UPG policy & TDMA Surcharge Customer
So... guess who is the lucky rep to deal with "ms. I have an 8260 I won't give up but don't want to pay a $5 surcharge"?? YUP.. that would be me đ
And she renew'ed her agreement in '05 because she didn't want Cingy to remove her rate plan and the rep at the COR store told her that she had to be in contract for them not to change her rate plan. Why, I don't know...
This is ridiculous.
She isn't eligible for a standard UPG and they no longer do exception UPG's and she's just kinda rude. And is like "well... cingular is going to charge me for having this type of technology but they won't let me get a new phone at a discount so i can change my technology"
Any idears guys?
And she renew'ed her agreement in '05 because she didn't want Cingy to remove her rate plan and the rep at the COR store told her that she had to be in contract for them not to change her rate plan. Why, I don't know...
This is ridiculous.
She isn't eligible for a standard UPG and they no longer do exception UPG's and she's just kinda rude. And is like "well... cingular is going to charge me for having this type of technology but they won't let me get a new phone at a discount so i can change my technology"
Any idears guys?
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I would have sent her to the COR store once I heard about that contract renewal
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I try to keep as many customers in my store as possible... đ
So I have given her a few options on devices under $100... thank goodness she likes the 6030.
So I have given her a few options on devices under $100... thank goodness she likes the 6030.
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By trying to keep her in your store you are hurting her. You simply cannot do exception upgrades, that's fact buddy.
COR can. I'm not a crazy advocate of COR, I used to be indirect, but sometimes you just need to realize you can't help someone with the resources that you have.
If you send her to COR, her problems will be solved. If you don't, she's going to be pissed and tell all her friends how "Cingular" screwed her over.
COR can. I'm not a crazy advocate of COR, I used to be indirect, but sometimes you just need to realize you can't help someone with the resources that you have.
If you send her to COR, her problems will be solved. If you don't, she's going to be pissed and tell all her friends how "Cingular" screwed her over.
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Our RAE said we are no longer to do "exception" upgrades because Cingy won't pay us on it.
How are you guys completing them and still getting Cingy to reimburse??
How are you guys completing them and still getting Cingy to reimburse??
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I guess my area hasn't been affected by the change yet. What market are you in? I'm in Washington-Baltimore
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To get paid for them you have to make sure that Customer Care gets yoru agent code, if they don't have your agent code. Cingy doesn't know who to pay comission to.
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NEVER activate anything through Customer Care. Get approval from Customer Care and then activate it though Credit and Activations.
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I'm also indirect and I do exceptions all the time. All you have to do is get the approval from CC and do a manual contract.
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k well... that's how it used to be. But now, our company, CANNOT do exception upgrades.
it's not by choice. we won't get paid. I think each authorized dealer has different set-ups as far as commision is concerned. âšī¸
it's not by choice. we won't get paid. I think each authorized dealer has different set-ups as far as commision is concerned. âšī¸
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i used to work for COR, and now i am indirect, i used to HATE agents cuz they did mess alot of things up, but now im one of them i have to fix wal marts problems now lol indirects aren't as bad as they used to be in this area
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I too used to work at a COR (RSO if you are old school like me)... the premier agents never screwed things up in our area, it's more the sub agents or national retail.
However, everyone still always bad mouthed agents. They always said we "agents" give everything away for free... and i know I sure dont!!!
However, everyone still always bad mouthed agents. They always said we "agents" give everything away for free... and i know I sure dont!!!
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I understand your point... I am not new to this industry... I am on my seventh year and I started with corporate Cingular.
We were able to resolve her issue. It took time but we did it.
When people give up on issues instead of researching it and just send customers to other locations (whether it be a COR, Customer Care or somewhere) the customer gets poor service.
I don't like the run around, so that's why I like to keep them in my store. đ
We were able to resolve her issue. It took time but we did it.
When people give up on issues instead of researching it and just send customers to other locations (whether it be a COR, Customer Care or somewhere) the customer gets poor service.
I don't like the run around, so that's why I like to keep them in my store. đ
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Just saw an ops breif in csp that all orange tdma customers that are eligable to upgrade with discount will have the $18 upgrade fee credited back on their bill. I know this doesnt help you in your situation but for future reference its an incentive for switching.
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dude. if you are cor, you should be able to look up VIP look up tool. if she is TDMA, she doesn't have to pay upgrade fee and possibly a phone........
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dude... i am a dude'et đ
we have access to the VIP look up and she was not qualified for anything. So she has to get a gsm phone at the base rate.
i contacted our RAE and he said there's nothing he could do about it.
we have access to the VIP look up and she was not qualified for anything. So she has to get a gsm phone at the base rate.
i contacted our RAE and he said there's nothing he could do about it.
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1.) Bug you about Secret Shoppers
2.) Nag you about getting 50 gross activations
3.) Answer questions about complicated issues.
4.) Scheme shady things together so you can make more money đ
2.) Nag you about getting 50 gross activations
3.) Answer questions about complicated issues.
4.) Scheme shady things together so you can make more money đ
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Hmm the only thing ours seems to do is buy us lunch if we get 100 on the mystery shop. Thats it! Whenever we have a complicated question he doesn't seem to know the answer
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how about, "Have you checked CSP yet for the answer yet?" đŋ
That freaken drives me nuts!!!
That freaken drives me nuts!!!
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hey at least you get lunch, ours knows nothing and is cheaper than cheap!
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I told this to a customer yesterday and they seemed to understand, maybe this will help some of you sales reps out there.
I said: "how much do you think it would cost blockbuster video to continue to carry VHS tapes for the very few customers that dont have DVD players? Moreso, how much do you think it would cost the studios to manufacture VHS tapes for those same customers. That is why they did away with VHS altogether and pushed people into DVD players. This is basically the same thing, but we arent pushing you out, we are simply trying to help our other 50 million customer from having to pay for a legacy network. Honestly, there are many advantages to GSM and its really worth the switch."
I said: "how much do you think it would cost blockbuster video to continue to carry VHS tapes for the very few customers that dont have DVD players? Moreso, how much do you think it would cost the studios to manufacture VHS tapes for those same customers. That is why they did away with VHS altogether and pushed people into DVD players. This is basically the same thing, but we arent pushing you out, we are simply trying to help our other 50 million customer from having to pay for a legacy network. Honestly, there are many advantages to GSM and its really worth the switch."
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thats a cool way to say it ... I'll start using that when customers call me fussing.
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*giggles* I like the way you said it.
A while back when my store carried VZW...we had customers come in asking why their 6 year old phones suddenly could not get any coverage or access any service.
We had to tell them it was well past time for them to upgrade to get the service.
So..apparently VZW just drops all support..including service support for the older phones..so doing the surcharge instead of dropping them is a better idea...just a tiny reminder that they may want to upgrade by now. đ
I am pretty glad we made the switch to selling Cingy..specially since we had to stop selling VZW at my store due to the lack of "Digital" coverage.
I love the way you say that...I may use something similar. My roomate sells VZW.....
(continues)
A while back when my store carried VZW...we had customers come in asking why their 6 year old phones suddenly could not get any coverage or access any service.
We had to tell them it was well past time for them to upgrade to get the service.
So..apparently VZW just drops all support..including service support for the older phones..so doing the surcharge instead of dropping them is a better idea...just a tiny reminder that they may want to upgrade by now. đ
I am pretty glad we made the switch to selling Cingy..specially since we had to stop selling VZW at my store due to the lack of "Digital" coverage.
I love the way you say that...I may use something similar. My roomate sells VZW.....
(continues)
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Weird...whenever we have a customer come in on TDMA, in POS.COMII it always gets us to the Migration screen no matter what....
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Sweet! I just got the full gamit! Customer came in complaining about the potential 5 dollar charge. Turns out he has GSM devices. Followed by phone doesn't work like it should. 1year 3months = SOL. Told him he could pay everyday upgrade price đ . Got pissed, cussed alot, told me sales rep when he got the phone told him two year warranty. Left cursing cingular saying CC better help or he'll just tell them to take it all back!
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Noice!!
The thing that I always want to say to people but I can never do without being a douche-bag is this little scenario -
Me: 'Hey there sir, do you have any questions?'
Customer: 'No. Just have a quick question though, my phone screen went out and I need to know what to do.'
Me: 'How long ago did you get the phone?'
Customer: 'Well it's been doing this since I got it juuuuust over a year ago. It's really annoying. Can I just get a new one?'
And we all know how it goes from there...
I WISH I could say, 'you're phone's been broken for 8 months...and you are NOW doing something about it?' but that'll make me a douche-bag or better yet: douche-nozzle.
Sigh...I feel your pain brother. Fight the good fight and ...
(continues)
The thing that I always want to say to people but I can never do without being a douche-bag is this little scenario -
Me: 'Hey there sir, do you have any questions?'
Customer: 'No. Just have a quick question though, my phone screen went out and I need to know what to do.'
Me: 'How long ago did you get the phone?'
Customer: 'Well it's been doing this since I got it juuuuust over a year ago. It's really annoying. Can I just get a new one?'
And we all know how it goes from there...
I WISH I could say, 'you're phone's been broken for 8 months...and you are NOW doing something about it?' but that'll make me a douche-bag or better yet: douche-nozzle.
Sigh...I feel your pain brother. Fight the good fight and ...
(continues)
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She should just cancel her contract and move on. I think it is rediculous of Cingular to charge people on TDMA. I think that is a breech of contract.
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All wireless contracts have provisions allowing the carrier to change terms or increase fees at any time.
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Breach of contract?!?! HAHAHHA đ¤Ŗ
Read a the terms & conditions of a service contract and they post, please
Read a the terms & conditions of a service contract and they post, please
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Breach of contract? the contract expires in one to two years! Cingular no longer holds customer to contract and thus cingular no longer has to honor said contract. On TDMA services cingular has fullfilled its commitment.
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All wireless carriers, somewhere in there contract say that as long as they give 30 days notice, anything that they originally agreed to can be changed.
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I'm sorry, I have to repost a bit.
I have now sold phones for Sprint/VZW/Cingular. There is a clause that allows carriers to make changes to service or pricing within contract as long as they gove due and proper notice.
Many of these customers, however are no longer under contract, since Cingy has been using GSM for aound 2 years now. The TDMA is older and becoming more costly to maintain.
At least the surcharge is better than what I have seen VZW do, or at least, we believe they've done it. We had cutomers come in with 4-5 year old VZW phones that have been unable to connect at all to the network for a couple days, and they were asking why. We, at the time came to the conclusion that since they weren't in contract and the phone...
(continues)
I have now sold phones for Sprint/VZW/Cingular. There is a clause that allows carriers to make changes to service or pricing within contract as long as they gove due and proper notice.
Many of these customers, however are no longer under contract, since Cingy has been using GSM for aound 2 years now. The TDMA is older and becoming more costly to maintain.
At least the surcharge is better than what I have seen VZW do, or at least, we believe they've done it. We had cutomers come in with 4-5 year old VZW phones that have been unable to connect at all to the network for a couple days, and they were asking why. We, at the time came to the conclusion that since they weren't in contract and the phone...
(continues)
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T-mo has always been GSM only so they shouldn't have to do anything to get customer off analog. They never had any on analog.
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