Home  ›  Carriers  ›

AT&T

Info & Phones News Forum  

all discussions

show all 15 replies

ATTWS Beware- Big Brutha is Mad!!!!!

austin316

Apr 26, 2005, 4:14 PM
Well its official, the company is pissed off at Blue customers-We got hauled into a meeting( former blue reps) and customers on legacy plans have been doing stuff and blue reps having been helping them but no more.

What I am reffering to is if customers call in to change their plans, since all promotions are "expired" you are to tell the customers if they change they will lose them, and then note it on the account they were advised.Apparrently if they do it right away you have to remove the promotions manually, if the customers calls in about it, and then if it was done within 30 days they can revert back.

Thats why they want rate plans to be future dated as the NWRS team takes them off when you future date request.

The next thing w...
(continues)
...
simplymarcus

Apr 26, 2005, 4:18 PM
It looks like blue reps were violating protocol.
...
austin316

Apr 26, 2005, 4:23 PM
simplymarcus said:
It looks like blue reps were violating protocol.

You know you are totally right, mind you i wasn't, but thats me, the point is that the company is finally taking control of the issue, and not a moment too soon i might add!!!!!

I just get to clean up the mess like yesterday i had 4 customers like that , each line i must have stripped off like 600-700 extra stacked promos off accounts, and p.o'd after that.But it has to be done.
...
Showkat

Apr 26, 2005, 4:26 PM
austin316 said:
simplymarcus said:
It looks like blue reps were violating protocol.

The point is that the company is finally taking control of the issue.



technicaly it didn`t. The company changed and we dont alow things like that either but like you said at one time it happened here also. i think you could be a car sales man and still it happenes.
...
austin316

Apr 26, 2005, 4:29 PM
Showkat said:
austin316 said:
simplymarcus said:
It looks like blue reps were violating protocol.

The point is that the company is finally taking control of the issue.



technicaly it didn`t. The company changed and we dont alow things like that either but like you said at one time it happened here also. i think you could be a car sales man and still it happenes.

Well what i mean is that the new owners are finally taking control of the situation!!
...
simplymarcus

Apr 26, 2005, 4:30 PM
i hada custoemr that had three discounts on a thow line family talk at 20% off the 39.99 and 20% off the 9.99. I had to remove the 20% discount from the 9.99 scondary line customer was not happy.
...
r2blue

Apr 26, 2005, 10:28 PM
I only wish, we haven't been given permission to rip off invalid promotions. When they change plans, any that fall off don't get reapplied and no new ones can be added, but nothing sweet like stripping them bare 😢
...
austin316

Apr 26, 2005, 11:44 PM
r2blue said:
I only wish, we haven't been given permission to rip off invalid promotions. When they change plans, any that fall off don't get reapplied and no new ones can be added, but nothing sweet like stripping them bare 😢

Actually you are supposed to, if you need to send me your e-mail i will send it to you from work tomorrow, if customers changes the plan, you are to remove off all promotions from the account, you have to manually do it, since the system does not.

And you don't re-add anything, cingular saidthey will honour the package they had at time of merger, but since no new service is being sold, there are no more new promos, so if they alter their package after merger, they are responi...
(continues)
...
speck

Apr 26, 2005, 9:15 PM
This is the best news i've heard... I am seriously hoping to see some reps get canned... Those reps i'm referring to know exactly who they are.
...
austin316

Apr 26, 2005, 9:22 PM
speck said:
This is the best news i've heard... I am seriously hoping to see some reps get canned... Those reps i'm referring to know exactly who they are.


You know, me too, it makes my job harder, the last one i just had really pissed me off, the store rep, corp. store, gave this customer get this on the day she activated, at not a migration or anything, back in aug,2004 local 39.99 400 included + 300 additional anytime minutes, 200 additional + 200 save only, and 100 save only, on a new activtion.

because she said the magic words " what do i have on my plan?" i had to review it, and see it, and remove them except for the 300 additonal, since it was the only one eligible for, and then she asked to be ...
(continues)
...
speck

Apr 26, 2005, 9:24 PM
That's fine... I have to do I don't know how many RRRR-RU's a day bcz blue reps are issuing credits with absolutely no notes... and then... they exceed the $175 cap!

Sure enough... everytime I search their CUID... It's blue reps, or previous blue reps, or outsourced.

None of which were legacy Cingular reps.
...
austin316

Apr 26, 2005, 9:32 PM
speck said:
That's fine... I have to do I don't know how many RRRR-RU's a day bcz blue reps are issuing credits with absolutely no notes... and then... they exceed the $175 cap!

Sure enough... everytime I search their CUID... It's blue reps, or previous blue reps, or outsourced.

None of which were legacy Cingular reps.

Hell , i know thats not me, i treat credits like its my money, so unless they was an "actaul real" billing error, i don't credit away for nothing or no one.
...
r2blue

Apr 26, 2005, 10:11 PM
Don't always blame the reps. It also has to do with the systems, for awhile every week I was getting back a report about not notating an account after issuing a credit. Everytime I was able to pull up notes on the account. My TL has gotten into habit of getting other TL to check from their systems. Worst was when only 2 of 11 were able to view notes.
...
wolfspider73

Apr 27, 2005, 2:13 AM
a few things regarding notes & credits ... siebel has had ongoing issues with not saving notes, I have had this happen to me as well. My notes are like short stories, specific and detailed, and have had at least 3 or 4 times where I notated the hell out of an account, came back and found there was nothing there. Regarding credits, originally, AWS reps had a $500 limit, anything over we had our supervisors apply, this limit was cut in half very recently. We were told not to credit customers unless it was blatently and obviously our fault ... and then the survey results came back showing our center was both the stingiest with credits and dead last in customer service & defects. Then we were told to throw money at customers left right and cente...
(continues)
...
Aleq

Apr 27, 2005, 10:47 AM
Good old Seibel--I used it at another company and it was the klugiest, most bugridden, SLOWEST database system it's ever been my misfortune to use... And yes, it did tend to drop info more or less at random... 🙄
...
simplymarcus

Apr 27, 2005, 1:51 PM
cingualr is always ttrying to come up with a straight policy on credits and adjustments and it never works. Cingular used to be very liberal with credits. Cingular did a lot of courtesy credits for years people would call in and say their dog died and get a credit.
...

You must log in to reply.

Please log in to report a message to the moderator.


all discussions

Subscribe to Phone Scoop News with RSS Follow @phonescoop on Threads Follow @phonescoop on Mastodon Phone Scoop on Facebook Follow on Instagram

 

Playwire

All content Copyright 2001-2024 Phone Factor, LLC. All Rights Reserved.
Content on this site may not be copied or republished without formal permission.