Custom Wireless - T-Mo auth dealer - feedback please?
This is directed to EVERYONE that works for T-Mobile direct. This is on both the CSR's in the stores and the CSR's in the call centers.
How many of you have had to deal with the NorthEast Custom Wireless dealers?
Several times over the past month of January, I have had angry T-Mo/Custom Wireless come in here to my store. These customers ported from VZW to T-Mobile through Custom Wireless. The customers are angry because they got charged an ETF.
These customers were promised that Custom would pay their ETF. When they approached Custom, the associates claimed that "oh no we never promised you that" and to "go to the VZW guys and they will take care of it for you". This just makes my day harder.
Ideas? Comments?
How many of you have had to deal with the NorthEast Custom Wireless dealers?
Several times over the past month of January, I have had angry T-Mo/Custom Wireless come in here to my store. These customers ported from VZW to T-Mobile through Custom Wireless. The customers are angry because they got charged an ETF.
These customers were promised that Custom would pay their ETF. When they approached Custom, the associates claimed that "oh no we never promised you that" and to "go to the VZW guys and they will take care of it for you". This just makes my day harder.
Ideas? Comments?
...
Actually yes, I have heard of that. I don't believe I've even been involved as a csr with an ETF arguement, but I do believe I heard a customer say they saw a print add (didn't specify where from) that this dealer (and I believe it was in NYC) would waive ETF from another company to come to T-Mobile.
Weather it was this company or not, I do not remember honestly. If they are an exclusive/independant agent, they would have more flexibility to do this. I've had exclusive agents call in and pay their customers phone bill for them just to renew their contract for one year. The arrangements those type of dealers have are a bit different than actual indirect dealers, or authorized sales agents.
Weather it was this company or not, I do not remember honestly. If they are an exclusive/independant agent, they would have more flexibility to do this. I've had exclusive agents call in and pay their customers phone bill for them just to renew their contract for one year. The arrangements those type of dealers have are a bit different than actual indirect dealers, or authorized sales agents.
...
I am no where near NYC, but I worked for a dealer who told people he would pay their ETF, but this was before number portability. He basically would get a customer a new number for T-mobile and then call the old carrier as the customer and tell them they are moving outside the area and the old carrier would waive the fee.... How "used car sales man" is that? LOL
...
Your right. Used car salesman like it is. It is what you call an agressive sales technique that works. It offers a customer a way out of a contract they are not happy with and gets a sale for the agent. As long as everyone keeps their end of the deal, everyone is happy and no one gets hurt. What a concept!
...
When he simply tells the customer he will pay their termfee and not explain what he will be doing.
True story: He called in as a customer and told Cingular he was leaving for the military and to suspend his account. (When you do a military suspend on Cingular and don't call in after 12 months it cancells with no ETF) Well what happened was the husband of the customer looked at the bill and saw "MILITARY SUSPEND"...so he calls Cingular and asks what the hell it is.... they say ...well you called in and said you were going to overseas...
Long Story Short...he didn't tell the customer what he was doing (the wife)... then the husband found out what he did... (the husband is a state trooper!!!!) He then tried to file fraud chargers agi...
(continues)
True story: He called in as a customer and told Cingular he was leaving for the military and to suspend his account. (When you do a military suspend on Cingular and don't call in after 12 months it cancells with no ETF) Well what happened was the husband of the customer looked at the bill and saw "MILITARY SUSPEND"...so he calls Cingular and asks what the hell it is.... they say ...well you called in and said you were going to overseas...
Long Story Short...he didn't tell the customer what he was doing (the wife)... then the husband found out what he did... (the husband is a state trooper!!!!) He then tried to file fraud chargers agi...
(continues)
...
justinwilliams said:...
When he simply tells the customer he will pay their termfee and not explain what he will be doing.
True story: He called in as a customer and told Cingular he was leaving for the military and to suspend his account. (When you do a military suspend on Cingular and don't call in after 12 months it cancells with no ETF) Well what happened was the husband of the customer looked at the bill and saw "MILITARY SUSPEND"...so he calls Cingular and asks what the hell it is.... they say ...well you called in and said you were going to overseas...
Long Story Short...he didn't tell the customer what he was doing (the wife)... then the husband found out what he did... (the husband is a state trooper!!!!)
(continues)
...
basically the guy I worked for previously told the customer (which was the state police's wife) that he would PAY her Eary Term Fee. BUT what he did was fradulntly called up the carrier and told the customer service rep that he was leaving for military duty so he could get the term fee waived.... this of course wasn't true..... Then 2 weeks later the husband got the bill and noticed the military ETF waiver. Called them up and said "What the hell is that".... the customer service rep told him that HE called in and told them he was leaving for military duty...this in turned pissed him off and he filed fraud charges aginst the dealer. (He was a State trooper)...lol
understand now?
understand now?
...
