Tell the customer to throw it in the lake

Hehe I think I might get fired for that one...then im in trouble.

I got your back! 😁

delete the vlr and then try

hardshock and if that does not work disconect reconnect

sometimes if you remove the sim and then replace it it forces the fone to re-recognize it. maybe that'll help ya.

Ive power cycled it, ive removed the sim card and battery verified sim etc. He says PUK never came up and I dont know of anything that could cause that other than the puk code.

i think he's lying to you to get out of buying a new sim. it happens. 😉

imei sometimes

wheres the customer at?

Yeah, take the hit on the transfer instead of Hold, Availibility, and AHT

They can't and I can get in trouble for cold transferring to tech. ☹️ (im a chick btw) He is going to the store. I feel bad stupid tech.

are you on orange side ? i am and we dont get in trouble for cold trans to tech

i am on orange side and we do get into trouble for cold trasnfer to tech.

Im orange and we are in NO WAY allowed to cold transfer to tech. "Tech is not a customer facing department"

tech is usually a long hold time. unless it's one of those days where you need a break and can enjoy the few minute hold from the customers. then on days like that you get them right away. 👿

i wouldnt think that tech wait time would be 15 mins. isnt that too long? i understand if its during peak hours or a busy time, but saturday isnt a busy day with tech is it?

depends on how many reps there are working. numbers are cut way down on saturdays, so if you have a day like youd o durin the week on a saturday...you're gonna get hit hard

yea, thats true. do you get a lot of people calling on the weekend?

it's different every weekend here. some days there is a 4 minute wait time between calls for us. other saturdays there's 30+ calls waiting.

yea, i can understand that, becuase most carriers do not have problems during the weekend. (becuase most providers have trouble during peak hours during the day) but on the other hand, since most of the upgrades are done on the weekends, wouldnt it be best to have a lot or more than avg tech reps there?

well a lot of problems you're going to have with upgrades are problems a transfer to tech won't solve.

one thing that would solve this is to get info to us CSRs faster when there is an outage. we have a program that tells us that, but if reps never enter trouble tickets us other reps will never know.

so if you have an system upgrade issue that effects 400+ users in one region...without a rep knowing that issue, that's gonna be at least 100 calls all going to tech with in a short period of time.

oh i know that... i was just thinking that why would people have a lot of troubles on the weekend as opposed to the week. thats why i dont understand why they just dont have an equal amount of tech reps during the week and weekend to cover any potential problems? i know network tickers takes a long time, but a lot of RF people are actually out during the weekend too.

guess it's there way of cutting back payroll on the slow days. who knows

but in reality its not a slow day, if people are calling in with problems. no?

they will have to cut more people becuase of the merger. ☹️

The way they determine how many people to schedule is normally based on trends for the equivalent day to this one in recent years. They can't always go wtih the exact same date, since they are often on a different day of the week, so they usually go with the nearest date on the same day of the week, taking holidays and other things into account. if it is a day that tends to be very busy, they will try to get more reps on the phones just in case the trend holds up. if it is a day that historically is not very busy, then they will schedule fewer reps. On holidays, there are very few people that call in, so there are relatively few people taking calls.
back when I managed retail, I had to take the same things into account when scheduling my wo...
(continues)

My favorite tech quote is usually given before I've even provided my AWID.

"It's the phone."

This has led to my forgoing calling tech. for anything.

Yeah I know what you mean. I had an escalation earlier, the rep had already called tech, and they notated the account, and both decided it was the device. at first, I accepted their explanation, and then within 2.5 seconds of speaking to the customer, I checked our issues logs, and it was right there on top, very first thing, it was a network issue that had a relatively simple workaround. I walked the customer through it and he was happy. it's no wonder I almost never call tech support.

i see. thats quite interesting. so if you were cingular what would you do with RF techs during the week and weekend? (out of curiousity)

well, provided there is not a particular long-standing issue (ie an issue that goes on for a month or longer) that we know is going to require more of them on the phones, I would probably stick to the method I outlined, and compare it to how many we can afford to have on the phone and also just simply how the schedules work out. after all, there are (for most of us) set shifts with set hours for a set number of days in a week, and I would want to do my best to avoid layoffs, even on a temporary basis. there are a lot of factors involved on this sort of scale, no doubt many that I haven't even considered.
let's just say I'm glad I don't have that job. 😉

yea, good points all around.

Just to let you know, I don't plan on replying to you after this.

No I dont usually have that problem on any day. The longest I had to wait for tech was 3 minutes since ive been orange and that was only what they said on the ivr. I never really had to wait that long. The weather is bad here it started snowing again in a few states so people are inside and doing things like calling their cell phone companies.

Hey Shayby, wheres the customer at thats having problems?

and when did they activate their phone?

Give me a sec I closed the account out I will let you know.

Started with us in November and is from Penn near Pitts

hmmm, never mind, thought maybe she had activated recently, b/c we've been having problems in NE with recent activations popping up with that message....sorry couldnt help out more ☹️

Yeah I know I remember those problems. Its ok he is going to the store I think the PUK code came up at some point but im not sure. I can imagine why the sim card would be damaged if not

"Just to let you know, I don't plan on replying to you after this."

of course not. what else is new. i am askign questions and you are being defensive.