Rep gripe about Customer Care
This is a gripe specifically about Activations reps and slightly about general Customer care reps. Most of you guys are awesome and in some situations I couldn't make our customers happy without you, but then like everything else there are a few bad apples.
In the past week I've had to do 4 port-ins onto prepaid phones. Everytime I call in to activations (which I know are the ones who handle this) I get transfered to Prepay customer care. Prepay customer care then transfers me back over to activations and the cycle starts again. Sometimes I end up over at Special Account Care. PLEASE STOP TRANSFERING ME!!! I've done this enough to know who to call. I realize that some reps don't know that they are the ones who are supposed to handle this,...
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In the past week I've had to do 4 port-ins onto prepaid phones. Everytime I call in to activations (which I know are the ones who handle this) I get transfered to Prepay customer care. Prepay customer care then transfers me back over to activations and the cycle starts again. Sometimes I end up over at Special Account Care. PLEASE STOP TRANSFERING ME!!! I've done this enough to know who to call. I realize that some reps don't know that they are the ones who are supposed to handle this,...
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Business must be slow. I wouldn't waste all of that time on a prepaid activation. I have a family to feed.
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thats not true store reps are rude and expect everything to go the way they want it... sad to say after the cust leaves the store that call custcare to make sure that hhte store rep did do everything correctly..
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I will say sometimes, sometimes not. As was said about customer care I will say about dealers. There are a lot of good ones who are legitimate and really care about the customer's well being. Then there are those who FRICKIN SUCK!!!!
The ones who suck are really indirect dealers from the Mobile Problem...oops...I mean the Mobile Solution. They cause more voluntary churn than any other indirect dealer I know. For the most parts direct dealers are GREAT! Some suck, just like in customer care (and I work for customer care).
Not ALL indirect dealers suck but it seems like around 50% do. I hate to be gloom and doom. If you are one of those I-dealers who objects to what I said you are likely in the good 50%, not the bad.
I always hear...
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The ones who suck are really indirect dealers from the Mobile Problem...oops...I mean the Mobile Solution. They cause more voluntary churn than any other indirect dealer I know. For the most parts direct dealers are GREAT! Some suck, just like in customer care (and I work for customer care).
Not ALL indirect dealers suck but it seems like around 50% do. I hate to be gloom and doom. If you are one of those I-dealers who objects to what I said you are likely in the good 50%, not the bad.
I always hear...
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STOP PREACTIVING SIM CARDS; ITS ONLY GOING TO GET YOU IN TROUBLE AND IT DOESNT WORK OUT FOR THE CUST. BC WE HAVE TO SEND THEM TO A DIRCT DEALER (with pic id) TO GET THE INFO CHANGED IN TO THIER NAME AND THEY GET VERY PISSED. AND PLUS I REPORT ALL PREACTIVED SIM CARDS FOR DEALER FRAUD. if you are not a indirct and are not from the NYC, LAC, Boston markets is not directed towards you.
why is it only those markets do this...hmmm they are scammers and theives and need to burn in hell. 👿 😈
why is it only those markets do this...hmmm they are scammers and theives and need to burn in hell. 👿 😈
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I didn't yell at you so why are you yelling at me? Next, I'm a direct dealer and I just happen to be from the Boston market.
I've only had 1 person come in with this problem in the last 12 months. I reported the dealer and the indirect site to our indirect liasion. Just reporting it for dealer fraud isn't enough, because that only gets the symptom, the dealer, not the cause, the location/indirect company. The leaders of that indirect site are probably saying it's ok to preactivate the SIMs or even doing it themselves. You need to email the Corporate Indirect Liasion, or whatever their official title is, for that market and tell them what has been going on. It only takes a few minutes to find out who they are and toss off a quick email wi...
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I've only had 1 person come in with this problem in the last 12 months. I reported the dealer and the indirect site to our indirect liasion. Just reporting it for dealer fraud isn't enough, because that only gets the symptom, the dealer, not the cause, the location/indirect company. The leaders of that indirect site are probably saying it's ok to preactivate the SIMs or even doing it themselves. You need to email the Corporate Indirect Liasion, or whatever their official title is, for that market and tell them what has been going on. It only takes a few minutes to find out who they are and toss off a quick email wi...
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notice i said "if you are not a indirect.." i put that disclaimer bc i figured you were a direct dealer. i was calling out indirect dealers.. i know this was for activation reps but i had just got off a call(when i wrote it) where there was a preactived sim and i told dealer to stop preactiveating sim cards and they are like..."huh? how is that dealer fraud?" how? 1.) you are preact. sim cards and just let them sit and then you wonder why the expiration date is 2 days after you sell the sim card.
2.)you are stealing money just get your commision - how lame is that???
as for the emailing corp. there are waaay too many incidents to keep puting in voice tickets every call...
what kind of incidents are there for post paid that you kn...
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2.)you are stealing money just get your commision - how lame is that???
as for the emailing corp. there are waaay too many incidents to keep puting in voice tickets every call...
what kind of incidents are there for post paid that you kn...
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See we don't have to put in any type of voice ticket or anything. All we do is write all the info down. Customer's name and number, where the indirect is located, etc. Then email it out to the person who oversees the indirects in the area. I wonder why they wouldn't have you do the same since you talk with reps from all over the country? You see more of this than anyone, so you should be the ones to report it to the correct people who oversee the indirects for us.
Most, if not all, of the indirect dealers in my area work for only commission so I can understand why they do a lot of the underhanded crap they do, but that doesn't make it right.
The only post paid indirect story I can think of right now is when a girl came into the store t...
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Most, if not all, of the indirect dealers in my area work for only commission so I can understand why they do a lot of the underhanded crap they do, but that doesn't make it right.
The only post paid indirect story I can think of right now is when a girl came into the store t...
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o wow...that is crazy i am glad they shut them down..see what i mean its not nessiserly (dang i cant spell) Boston market but mainly NYC and LAC where they are real grimy/shady. I dont think i have ever activated a phone from either one of those markets...it's shame that the customers have to go through this.
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