T-mo reps/loyalist/anyone calm me down =/
Ok here is the story. I have been w/T-mo for a year now after kickin former att(which was very good to me) now cingular(one word horrible)to the curb. I am quite happy with t-mo, especially friendly, helpful reps. Despite all this happiness I am very agitated right now. My gf killed two phones that I got from T-mo when i first signed up, so i got a couple of old phones to patiently wait until i can upgrade. Well the time has come but the samsung e335, which is outdated, is being offered for free to new customers. About a week ago it was offered for free as an upgrade for existing customers. For some reason on friday night when i was about to upgrade, the phone is now only available as a 2 YEAR upgrade to existing customers. Called tmo...
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What normally happens with this is that your eligibilty for upgrades resets when you change your mobile number or sometimes even change your plan...what the rep is supposed to do is file a form and forward it to a sup and therefore get the phone at the price that you deserve ...my advice to you is...anytime a rep cannot tell you why something is what it is request a sup 9/10 times your issue is resolved when its valid
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That's a bunch of horse manure. I am a supervisor and my reps are empowered to fix the customer's issue. Requesting a supervisor is only going to exacerbate the situation.
For some reason that only th exec's of tmobile know the E335 is only being offered at a discount through customer care for the 2 yr contract.
Why? I don't know. I know that the phone is being discontinued so maybe we are trying to get more people to do 2yr contracts to get the better deal on it.
Also...if you are wanting a comparable price compared with the website log into your MyTMobile account with your mobile number and password and go to Phones and Accessories and then upgrade your phone (right side of the page) and you will see prices that are typically lower ...
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For some reason that only th exec's of tmobile know the E335 is only being offered at a discount through customer care for the 2 yr contract.
Why? I don't know. I know that the phone is being discontinued so maybe we are trying to get more people to do 2yr contracts to get the better deal on it.
Also...if you are wanting a comparable price compared with the website log into your MyTMobile account with your mobile number and password and go to Phones and Accessories and then upgrade your phone (right side of the page) and you will see prices that are typically lower ...
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I am aware of the upgrade option from My T-mobile. Thats what triggered the issue to me. I just figured maybe the Reps would have a slightly more control over the account and perhaps modify things better than My Tmobile. But apparently whatever I can do with my account from My Tmobile, thats all cust. svc reps can do. Seems a lil odd to me.
Well Since ur a supervisor maybe u can comfort me by telling me that this was a once in a lifetime thing and that T-mo is NOT going to force subscribers to 2YR contracts for their free entry level upgrades. Because although im just a lil fish in a big pond, I strongly believe that this is a wrong move.
And on another note, the Nokia 6101 and the samsung e335 is being offered like this. Both sim...
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Well Since ur a supervisor maybe u can comfort me by telling me that this was a once in a lifetime thing and that T-mo is NOT going to force subscribers to 2YR contracts for their free entry level upgrades. Because although im just a lil fish in a big pond, I strongly believe that this is a wrong move.
And on another note, the Nokia 6101 and the samsung e335 is being offered like this. Both sim...
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You mentioned the Nokia 6101, did you mean the 6010? Because the 6101, while not being a high end phone, is definitely not a simple entry level phone.
As far as forcing people into 2 yr contracts...
Not gonna happen...we will always have the choice of one or two year contracts for upgrades...
HOWEVER...if a phone is on the downslope of being used/sold then to get the best discount we might force a 2yr deal for it.
We have received GREAT feedback about the 2yr program because people were always complaining to us in customer care that they would be willing to go 2 yrs for a better phone deal.
Now we have it...
I agree...The majority of our gains in customers do come from Cingular.
We DEFINITELY don't take Cingular as an example. Our...
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As far as forcing people into 2 yr contracts...
Not gonna happen...we will always have the choice of one or two year contracts for upgrades...
HOWEVER...if a phone is on the downslope of being used/sold then to get the best discount we might force a 2yr deal for it.
We have received GREAT feedback about the 2yr program because people were always complaining to us in customer care that they would be willing to go 2 yrs for a better phone deal.
Now we have it...
I agree...The majority of our gains in customers do come from Cingular.
We DEFINITELY don't take Cingular as an example. Our...
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coowguy said:
We have received GREAT feedback about the 2yr program because people were always complaining to us in customer care that they would be willing to go 2 yrs for a better phone deal.
Now we have it...
But the thing is, is it a BETTER deal, or is it taking the deal customers previously got with a 1 yr contract, and asking 2 yrs for it?
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No...It is getting the better deal. You pay less for the phones with the 2 yr deal.
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coowguy said:
No...It is getting the better deal. You pay less for the phones with the 2 yr deal.
Then are they still going to have some free phones with a 1 yr contract, like they did before?
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I was refering to the 6010. But i mean the whole point it that t-mo used to only do one year contracts. Now the idea of offering a better deal if u sign a 2yr i can understand but those two phones dont even have the original 1yr contract option available. You either have to take the 2 year or nothing. That to me is ridicolous. I cant even pay more to get a one year contract for those phones. The rep told me its just not possible, unless ur a new customer.
all the phones should have one year contract extension and if u want to offer them 2yrs fine.
To show how stupid this 1yr/2yr thing is, the MOTO pebl is now being offered at the same price for one year and 2yr extensions. How stupid does someone have to be to sign a 2yr if they ...
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all the phones should have one year contract extension and if u want to offer them 2yrs fine.
To show how stupid this 1yr/2yr thing is, the MOTO pebl is now being offered at the same price for one year and 2yr extensions. How stupid does someone have to be to sign a 2yr if they ...
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i doubt that classic cingular customers are going to t-mo. Why would be some one like me who has had the best service in western washington leaveing to go to a 3rd rate service that does not work 5 miles off the free way? Please dont group thoes unthankfull At&t customers in with real cingular customers. Att people are just mad that they where 40 bil in debt and if not for us who knows if your phones would work today? You know how you got 40 bil in debt? plans that gave you 800 daytime for 39.99! Ya thats sweet but look how it worked out for ya! Nothing in life is free if its to good to be true it IS!!! and t-mo might be lower priced but after the old att customers get a hint of there service they will come crawling back.....oh cingula...
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since it was brought up. Why is it more expensive for current customers to upgrade phones than it is for new customers to start service? I don't think Tmo is the only carrier that does this, but it does not make any sense. Their was a commercial in my area awhile back for a phone carrier, do not remember who, that was set in a kindergarten classroom. The teacher introduces a new student to the classroom and gives him a a big box of school supplies and brand new jumbo box of crayons. The other kids are using beat up/ broken supplies and crayons. The kids then start asking why does the new kid get all this new stuff? The teacher keeps saying it is because he is new. It was much funnier if you saw it. 🙂 Anyways, You would think that a customer...
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Most cellular providers are like this - they focus, regardless of rhetoric, on obtaining new customers. The retention of customers, regardless of the numbers that show how profitable it is to keep what you have, takes the back of the bus. Undoubtedly, this is because the leadership @ the higher levels is composed of those with sales backgrounds. Sales people are seen as revenue producers; customer service/support & network people are seen as an expense - & cell companies are famous for underfunding & under-supporting "expenses."
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dirtroadkid said:...
since it was brought up. Why is it more expensive for current customers to upgrade phones than it is for new customers to start service? I don't think Tmo is the only carrier that does this, but it does not make any sense. Their was a commercial in my area awhile back for a phone carrier, do not remember who, that was set in a kindergarten classroom. The teacher introduces a new student to the classroom and gives him a a big box of school supplies and brand new jumbo box of crayons. The other kids are using beat up/ broken supplies and crayons. The kids then start asking why does the new kid get all this new stuff? The teacher keeps saying it is because he is new. It was much funnier if you saw it. 🙂 An
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You know what's funny?:
All the people complaining about no support for previous subscribers, all the new subscribers get the best deals!!!!
I don't see it, when *insert carrier* customers walk into a BestBuy or corp store they are told either can't help (big-box retailers) existing customers or spew something out about not being able to get new customer pricing till your 22 mos 14 days 19 mins into a two-year agreement or whatever...
But yet, the telesales arm of some wireless carriers still call existing subscribers asking them if they're okay, want to add a line, OR give them a special price on a phone for simply renewing their two-year agreement. He*l, a while ago Nextel offered me a phone for new customer price after only thr...
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All the people complaining about no support for previous subscribers, all the new subscribers get the best deals!!!!
I don't see it, when *insert carrier* customers walk into a BestBuy or corp store they are told either can't help (big-box retailers) existing customers or spew something out about not being able to get new customer pricing till your 22 mos 14 days 19 mins into a two-year agreement or whatever...
But yet, the telesales arm of some wireless carriers still call existing subscribers asking them if they're okay, want to add a line, OR give them a special price on a phone for simply renewing their two-year agreement. He*l, a while ago Nextel offered me a phone for new customer price after only thr...
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This is what customers do not understand sprint,tmobile, cingular whoever your phone company may be spends alot of money on new customers becsause they want to wow the customer they are bringing into there family that is why they give them the discounts on phones or give them a free phone by the way the free phones are very low end phones that the company is usually getting ready to phaze out but they do make the new customer sign a 1 or 2 year contract in order to get that kind of deal on a new phone. So this brings in the carriers legacy customers that have been with the carrier for awhile and that free phone they got when they first signed up is now old and jacked up and they want whoever to give them another phone for free well it does ...
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My point here is that current customers with a good history should get a better deal than new. I am more than HAPPY TO SIGN A NEW CONTRACT and i am not asking for a free hand out. However I should get a better incentive to stay than Joe Newbie gets to join the family. Most other industries out there know the value of their current customers.
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Sprintel, You missed the point completely. I am willing to sign a 1year agreement. More than happy to. But the phone i want is not even offered for one year. and it is low end, discontinued phone. If I want that particular phone i have to sign a 2yr agreement. Samsung e335 and nokia 6010.
So dont go preaching to us about how unappreciative we are. I refuse to sign 2yr agreements, I dont know where i will be 6 months from now let alone 2yrs.
and since ur such a genius and supportie of the phone companies, u explain this.
How come the Moto Pebl is the same price for ONE or Two year contracts?
My answer is so people like u can sign the 2yr agreement to support the wireless industry leaders.
So dont go preaching to us about how unappreciative we are. I refuse to sign 2yr agreements, I dont know where i will be 6 months from now let alone 2yrs.
and since ur such a genius and supportie of the phone companies, u explain this.
How come the Moto Pebl is the same price for ONE or Two year contracts?
My answer is so people like u can sign the 2yr agreement to support the wireless industry leaders.
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Sprintel, You missed the point completely. I am willing to sign a 1year agreement. More than happy to. But the phone i want is not even offered for one year. and it is low end, discontinued phone. If I want that particular phone i have to sign a 2yr agreement. Samsung e335 and nokia 6010.
So dont go preaching to us about how unappreciative we are. I refuse to sign 2yr agreements, I dont know where i will be 6 months from now let alone 2yrs.
and since ur such a genius and supportie of the phone companies, u explain this.
How come the Moto Pebl is the same price for ONE or Two year contracts?
My answer is so people like u can sign the 2yr agreement to support the wireless industry leaders.
So dont go preaching to us about how unappreciative we are. I refuse to sign 2yr agreements, I dont know where i will be 6 months from now let alone 2yrs.
and since ur such a genius and supportie of the phone companies, u explain this.
How come the Moto Pebl is the same price for ONE or Two year contracts?
My answer is so people like u can sign the 2yr agreement to support the wireless industry leaders.
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