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Top message:  I HAVE QUESTIONS ABOUT NEW CUSTOMERS by verizonvx4400jd   Mar 15, 2004, 7:26 PM

Replying to:  Re: I HAVE QUESTIONS ABOUT NEW CUSTOMERS by southwestcomm   Mar 18, 2004, 11:57 AM


by defeat    Mar 18, 2004, 9:07 PM

I take it that you are not a Nextel customer, or if you are, then you have done the following: Paid your bills on time, researched the company before signing up, and you double/triple check something before you make the change to your account. You see your point of view. I see mine, and every other Nextel customer that I speak with.

When you become a Nextel Customer Care Rep, or work in the Welcome-Verify dept (which is what i happen to do) you can argue with me about the incorrect social security number. I've seen it happen, not once, but a lot of times. The only thing that would give you an error is when you run the credit check.

The pro-rating, yes, you are right. You are pro-rated the first month, and then you pay one month in advance. However, out of 100 new customers every day, 90 of them will have 2 FULL months on their first bill because the day that they sign up for service is calculated to be their first day of service. Once again, this is something I know because I see it, not because I wanna talk ****.

Then, as far as the dealers. Don't even go there. Every day I have at least one call from a customer complaining that the dealer promised him/her an invoice credit, or to waive the activation fee, or that the phone would be a lot cheaper, etc, but don't stick to what they promised. This is something I see a lot at work too. And yes, you are right.. the dealer can make adjustments to your account as well, but since they lie, when the customer goes back to the dealer, and the dealer tells them that they have to call customer care, and then I tell them that they have to go back to the dealer, they get even more pissed off and irritated. And it is against company rules to credit for something that a dealer was supposed to do.

So, when I have an angry customer calling me, and bitching at me, and telling me how horrible the service is because the impotent dealer lied to him/her and didn't tell the customer about the "month in-advance" billing (which by the way, i don't know of other carriers that do the same), or the activation fee, or that the phone will actually be 100$, and that it will take 2 billing cycles for the invoice credit to show up, how am i supposed not to be so pessimistic about my job?

And just because I feel this way, it doesn't mean that I don't provide good customer service.

Thats just my 2 cents buddy. =\

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