Sometimes I wonder about Sprint!
Just had a customer, 2 1/2 weeks from upgrade date. Phone is dead. Shows no damage. I can only offer 75 dollars off. Called sprint CS about a 75 credit on bill. Sprint says no.
Customer has 4 lines, pays bill on time. Custy still would pay over 175 dollars for new phone in store.
Now custy has to wait until 8/1 to upgrade. Upgrade price is free for same phone. Lets see. Customer willing to pay 175 out the door with 75 dollar credit on bill. Making phone cost 100 dollars. Now custy waits 2 weeks and gets it for free after rebates. I told custy to get old phone from friend/family for 2 weeks and come back costing sprint 100 dollars.
I understand rules, don't get me wrong. But what about common sense?
Customer has 4 lines, pays bill on time. Custy still would pay over 175 dollars for new phone in store.
Now custy has to wait until 8/1 to upgrade. Upgrade price is free for same phone. Lets see. Customer willing to pay 175 out the door with 75 dollar credit on bill. Making phone cost 100 dollars. Now custy waits 2 weeks and gets it for free after rebates. I told custy to get old phone from friend/family for 2 weeks and come back costing sprint 100 dollars.
I understand rules, don't get me wrong. But what about common sense?
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common sense/discreation tossed out in favor of following rules and procedure...
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Whats so funny is that CS has given others 75 credit when not qualified.
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1. any credit we give is reviewed and if sprint finds it in any way invalid they will reverse it, also you give enough of those credits they will put the rep on "adjustment review" the first time it was a month, i thought that sucked, the second time its 7 months! so sometimes its not so much that we dont want to, we just cant.
2. even if we did get the credit, if the custmer was smooth enough and got a corp store rep who was stupid enough, he could get the credit frfom care, upgrade his phone, then go to a corp store and have the manager override. now i know thats a situation that would probably never happen, but its possible.
3. so u told the customer to go get an old phone and do an esn swap?!?! REAL SMART! now his upgrade eligibi...
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2. even if we did get the credit, if the custmer was smooth enough and got a corp store rep who was stupid enough, he could get the credit frfom care, upgrade his phone, then go to a corp store and have the manager override. now i know thats a situation that would probably never happen, but its possible.
3. so u told the customer to go get an old phone and do an esn swap?!?! REAL SMART! now his upgrade eligibi...
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Wow i hope you dont actually work for sprint cuz if you do that explains why our customer service sucks.....
if someone brings in and old phone and puts it on the account it resets the upgrade date....is this a rule in just your store or are you just making that up....i have worked three different comopanies including sprint and that has never been the case anywhere including sprint.....maybe its time you find a new job at Mcdonalds with everyone else that cant hack it or at least learn the actual policies
if someone brings in and old phone and puts it on the account it resets the upgrade date....is this a rule in just your store or are you just making that up....i have worked three different comopanies including sprint and that has never been the case anywhere including sprint.....maybe its time you find a new job at Mcdonalds with everyone else that cant hack it or at least learn the actual policies
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Ive worked in both and in eithert case you are wrong maybe a while ago it may have been that way but that policy has since changed as of 06...might want to pay attention to changes before commenting
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Just so you know, you just shot that customer in the foot, because if they activate that old handset from a friend, it's gonna reset their rebate, & it'll be 2 years till they can get another one. I would have told them to call in to *2 & ask for retention, or gave them the retention number directly(877-766-7697.) From what your describing, they sound like good customers, & with the threat of 4 lines leaving Sprint, I'm pretty sure that retention would have done something good for them.
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Where have you been, That policy was changed 3 months ago. You can change esn unlimited w/o changeing date.
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billing system still doesnt know that. still happens in ohio area. messes up rebates.
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Please check the playbook from sometime in September of 06.
THAT is when ESN changes stopped affecting rebates.
I know it still SAYS they do, but ive found simply printing that single page of the playbook and posting it near every register tends to cut down on manager backtalk about discretioning a phone down.
THAT is when ESN changes stopped affecting rebates.
I know it still SAYS they do, but ive found simply printing that single page of the playbook and posting it near every register tends to cut down on manager backtalk about discretioning a phone down.
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nope, it doesnt work, once again sprint promising something they dont deliver on!
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Everyone is right, Policy changed many moons ago, but no way to do that switcheroo on the ESNs without renewing contract in the system. After they do that it is up to the special Retention reps to get the customer pre-qualified for an upgrade based on thier last new phone purchase. Our corporate store here wont even mess with these customers. Trust me I deal with these angry customers over this DAILY. We actually make an effort to explain that to customers here and we will not do an ESN swap until we have informed them of this fact...
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The REAL way it works since Sept 2006 is ONCE A CUSTOMER UPGRADES (in or after sept 2006) the rebate will go by the last rebate received. Unless the customer has upgraded their phone since Sept 2006 the upgrade eligibility still goes by Handset Life on File.
For example:
Customer came into a store in January 2007 with a broken phone and the customer is not eligible for the full $150.00 discount until Feb. Rep tells customer to do an ESN swap until Feb. The rep is thinking that this will not effect the customer's eligibility "because of the change," however that Rep is wrong.
Now if the customer upgraded there phone, lets say, at Christmas time, then came in to a store last week with a broken phone. That customer could do an ESN swap ...
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For example:
Customer came into a store in January 2007 with a broken phone and the customer is not eligible for the full $150.00 discount until Feb. Rep tells customer to do an ESN swap until Feb. The rep is thinking that this will not effect the customer's eligibility "because of the change," however that Rep is wrong.
Now if the customer upgraded there phone, lets say, at Christmas time, then came in to a store last week with a broken phone. That customer could do an ESN swap ...
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I don't know what market you are in, but the policy was changed in our market. We have changed esn in our store for customers WITHOUT effecting their upgrade date. This has been verified by Sprint cs on the phone and verified by upgrading same customer phones at a later date with original purchase date. Since policy was changed, we haven't had any issues of dates changing after esn change.
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also, you can now upgrade at 10 mones for 75 dollars or 22 months for 150
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Uh.. no
12 months and 22 months
No wonder customers get pissed about the wrong info.
12 months and 22 months
No wonder customers get pissed about the wrong info.
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your right, got it confused with verizon. too darn many different rules to keep straight.
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one more rant, for now at least, listen no disrespect for the third party reps like radio shack and wal mart and stuff, cause im sure you guys try your hardest, but thats the stupidest **** ive ever heard of having reps selling 3 or 4 different companies at the same time. First if the rep is pissed off at one company for any reason, all he has to do is not sell em and push someone elses doesnt hurt him any. Also how in the hell do you expect these people to keep sprint's/att's/verizon's/etc plans phones procedures all straight its about damn near impossible im sure, i'm constantly hearing reps tell customers the wrong thing, not necessarily because they dont care, but because they are just talking about a different carrier. It just doesn't m...
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That might be true for some reps. But if you read my first comment, I wasn't trying to scr*w the customer, I was trying to help. I could of scr*ed the customer, talked them into canceling all lines, then port to different carrier. (She was not happy) The custy was on hold for retention, when I asked if she had a spare phone. When she said yes, I just told her to bring it in to use until Aug 1st. Now the custy saves over 100 dollars more than upgrading early or canceling her account. Doesn't have to pay EFT and I lost maybe 100 dollars in pay if she had ported to a different carrier. So yes I was looking after the custy.
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i understand that you THINK you were helping the customer, but what you told her to do completely a** fu**ed her, if she does and esn swap, she's screwed and cant do an upgrade unless she finds a corp store who will override it for her, oh well i'll just be waiting for that call to come in and try my best to fix it and deal with her screaming at me even though its not my fault!
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seriously people it didnt screw her over...it doesn mess with her contract at all i dont know where you people get your bs information...ive done many an esn swap in my day and never pushed put a customers contracts before...so maybe im just magic or you guys are wrong.pretty sure im not magic
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Just read my thread. Sprint screwed up my bill and then when I called them they did nothing. It would have cost 16 a month to fix it but retentions let 3 lines go bye bye. They are going in the wrong direction. Their network is second to none and services but with no customers their network is nothing!
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It's because of reasons like that, that I stopped working for sprint and started working for one of the other guys! That used to blow my mind too!
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Are you a corp rep? RMS does allow you to discount the full HUP coding in PSA. If not, have your manager discretion the phone.
If the customer can bill to the account, bill the phone, then put a credit. That's if the account is still ib p2k/rms, NOT ensemble.
If the customer can bill to the account, bill the phone, then put a credit. That's if the account is still ib p2k/rms, NOT ensemble.
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you are correct but then you have to look at the direct hits to the RYG reports. that and i think our market had the highest of discretionary credits on phones which now our DM told us that our avg discretionary credit to be given on a phone must not exceed $20 :-(
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but you are right, we CAN do alot of things, hell i can make any phone free change plans without adding contracts, backdate just about anything that can be put on a plan, etc, etc, just that the reports dont lie and they will always know who did what and will most likely want answers.
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Yes the RYG reports will show the discretions, but what'e the worse that's going to happen? A little slap on the wrist. I always make sure I get my end covered and get the approval. RYG will show the phone discretion, not credits. I'm all about taking care of the customer. There's also PSA cosings that will allow the customer available for the MIR. I know too many work arounds the system, if you need help PM me and I'll do my best to inform you. 😉
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i will definatly keep you in mind if i need to get a very pretty lady something 👀
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Hi guys! I am a Sprint telesales rep. Any codes you can share? I am interested with the carribean rebate on p2k. Am not sure if there is anything useful with ensemble.
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