Recap on the $18.00
Yeah ok so the $18.00 is supposed to ONLY be waived with the customers who have the Customer First Program. I didn't know this info until today. The e-mail I guess didn't clarify this.
Now on to a call that relates to this in every wonderful way.
Customer calls in, 2 months to contract end date. Phone is stolen and she doesn't have insurance. I looked at her usage on her $39.99 plan, she could easily do a $39.99 Region. She wants Unlimited N&W minutes opposed to 5000. I advise her about the $49.99 Region plan, she is ok with paying $10.00 extra a month.
Get to phones and prices and then hit the $18.00 fee... BAM escalation, I tell her that some fees have to be covered and that anybody and everybody has to cover this. She continued t...
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Now on to a call that relates to this in every wonderful way.
Customer calls in, 2 months to contract end date. Phone is stolen and she doesn't have insurance. I looked at her usage on her $39.99 plan, she could easily do a $39.99 Region. She wants Unlimited N&W minutes opposed to 5000. I advise her about the $49.99 Region plan, she is ok with paying $10.00 extra a month.
Get to phones and prices and then hit the $18.00 fee... BAM escalation, I tell her that some fees have to be covered and that anybody and everybody has to cover this. She continued t...
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Link said:...
Yeah ok so the $18.00 is supposed to ONLY be waived with the customers who have the Customer First Program. I didn't know this info until today. The e-mail I guess didn't clarify this.
Now on to a call that relates to this in every wonderful way.
Customer calls in, 2 months to contract end date. Phone is stolen and she doesn't have insurance. I looked at her usage on her $39.99 plan, she could easily do a $39.99 Region. She wants Unlimited N&W minutes opposed to 5000. I advise her about the $49.99 Region plan, she is ok with paying $10.00 extra a month.
Get to phones and prices and then hit the $18.00 fee... BAM escalation, I tell her that some fees have to be covered and that anybody and everybody has
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Yeah well she escalated and supervisor didn't transfer her to the Save Team, so it now rests on his hands. I know about the save team, I have them added to my cheat sheet, but it is clearly stated this fee is non-negotiable.
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Link said:
Yeah well she escalated and supervisor didn't transfer her to the Save Team, so it now rests on his hands. I know about the save team, I have them added to my cheat sheet, but it is clearly stated this fee is non-negotiable.
Yeah, but if you read the p&p, and the e-mails then you'll see they tend to contradict each oher.It says that"YOU" as a care rep can't do anyhing about the fee, and they don't want you to, but the save team can, since that what there department is for.Worse comes to worse, in situations like that, rather then esc to TL or Supervisor, call the save team, see what they cando, then if they say no to the customer, at least you can let Rez know you even called "save team" and they ...
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The 18.00 fee cannot be waived...if you got an email stating that its wrong. I got an email expressing that under NO circumstances would that fee be waived.
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jcamcardo said:
also, the save team doesnt waive the 18.00 dollar upgrade fee.
The Save Team actually can waive it, they have the ability to, and they are pretty much the only ones who can, cept for NBS and BEUC, who does that for migrating business customers, but for reg. customers the save can.
They did just last night as a matter of fact, they determine if they will or won't, thats why they determine whether they waive it or not, but care does not under any circumstances.
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I'm not sure about that, just b/c of the email my call center was sent. However, if they dont fall under the guidelines to be sent to save team, they wouldnt make it to that destination anyway. In my center they actually have to say that they are cancelling and be in window.
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jcamcardo said:
I'm not sure about that, just b/c of the email my call center was sent. However, if they dont fall under the guidelines to be sent to save team, they wouldnt make it to that destination anyway. In my center they actually have to say that they are cancelling and be in window.
Yeah, but if you look at the guidelines, pretty much anything falls under the rules.
I'm not saying they do it for everybody, its on a line by line basis, and by acount by account basis.They look at and worse comes to worse, you showed you did the best and its all you can do!
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But what if there is at least $18 in that tool we use (name omitted to save myself from unemployment and lawsuits), couldn't the rep just issue a credit that happens to be the same amount as the upgrade fee? In a retention situation, it seems logical, doesn't it? Especially when you consider it costs AT&T more money to make the customer argue the issue with a care rep and a save team rep than if the first rep just issued the credit to begin with.
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inACW said:
But what if there is at least $18 in that tool we use (name omitted to save myself from unemployment and lawsuits), couldn't the rep just issue a credit that happens to be the same amount as the upgrade fee? In a retention situation, it seems logical, doesn't it? Especially when you consider it costs AT&T more money to make the customer argue the issue with a care rep and a save team rep than if the first rep just issued the credit to begin with.
Thats sounds good, but if you do, you will get FEEDBACK filed on you.The fact is that whether you have a orange plan or a blue plan, they do not want any CARE rep issuing credit for any aspect of equipment, whether its credit to offset the cost of the ...
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