upgrade policy
In the article about the prorated ETFs and improvement CS it stated that the upgrade policy for existing customes would change. does anyone know anything about this? the upgrade policy really stinks and is the only reason im going to change when my contract is up unless it changes for the better.
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Well for starters how certain in store insurance replacements will reset it accidentally, or how a customer can purchase a phone at full retail price or through other means and it will reset it.
Personally I don't see why it isn't set up that the only way your rebate elligability is reset is when you actually use the rebates...
One of the few minor beefs I have with this company.
Personally I don't see why it isn't set up that the only way your rebate elligability is reset is when you actually use the rebates...
One of the few minor beefs I have with this company.
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If you go into corporate store they will override the upgrade policy if its a replacement phone or if you bought one at full price.
Our manager encouraged it because it wasn't supposed to reset the upgrade.
Our manager encouraged it because it wasn't supposed to reset the upgrade.
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Your manager is an idiot. Since the upgrade program was revamped 6 months ago this is true for any new account or anybody who used the upgrade rebate since then. If a cust has not used there rebate and you replace the phone assuming that they fall under the new rules then you just reset the rebate and I now have to explain to the cust that he just got screwed. Thank you for making another cust very pissed off becuase you cannot read the policies correctly.
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It wasn't me...it was my manager. And he's not my manager anymore, I have since moved away from the corporate store and went to an agent but I know they still do it over there. So you can blame the managers but don't you dare point the finger at me.
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I was not blaming you I was referring to your ex manager and seriously wish he was our ex manager. I appreciate store reps that educ cust properly because they make everybodies job so much easier.
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what happends when a Care rep add a code on its computer to approve rebate does it really appear at store's system ???? ☹️
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the fact that you have to keep the same esn active for 22 months to get any good discount on a new phone. the 1 year upgrade is a joke, 75 bucks off full retail and thats it? its just not beneficial to existing customers when they get the same pricing at 22 months as brand new customers. i like how vzw does the new every 2 and upgrade after 1 year. i do understand the logic of the 1 year upgrade with sprint, that theyre really only getting an extra year out of my contract but other still
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That was changed about 6 months ago. Only doing an equipment upgrade should change your upgrade date now. That being said, mistakes are made and there should be a way to back date upgrade eligibility. I had a customer who used a old phone until her upgrade was available because hers broke. The rep who did the esn change did not put the right codes in the system at the time, and it caused the upgrade date to reset. I lost the sale because they couldn't back date the upgrade. The customer had to goto a sprint store or go online to order to get upgrade cost.
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well if that changed thats good, but cs is still saying otherwise but oh well. but my biggest beef is the pricing that you get especially only after 1 year
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If the right codes are not put into the system, the system thinks you upgraded. The CS agent needs to look at the esn and verify that the esn was used before, they can put a code on your account that is good at any corp store or corp online store.
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Boy reps like you really make our job hard. There is absolutely no code whatsoever that will make the upgrade possible. We are really getting tired of this being told to cust and have to explain to them the truth, there is no code and sorry there is nothing I can do, my supervisor can do or anybody at cust service can do to make it happen.
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Maybe you were never told.
A friends wife has been trying to get an upgrade shes been entitled too, but couldn't because a previous rep, did not code an esn change correctly last year. Put old phone on number because phone broke. System thought it was an upgrade with new phone.
I Called in, the rep verified that my friend never did an upgrade, put the $150 dollar upgrade code back on account. The only issue was that she had to go through telesales or corporate store for the upgrade. She now has ordered a new phone with 2 year upgrade pricing, which she couldn't to before. The rep told me, he put on her account the 2 year upgrade code.
A friends wife has been trying to get an upgrade shes been entitled too, but couldn't because a previous rep, did not code an esn change correctly last year. Put old phone on number because phone broke. System thought it was an upgrade with new phone.
I Called in, the rep verified that my friend never did an upgrade, put the $150 dollar upgrade code back on account. The only issue was that she had to go through telesales or corporate store for the upgrade. She now has ordered a new phone with 2 year upgrade pricing, which she couldn't to before. The rep told me, he put on her account the 2 year upgrade code.
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Nope does not have to go to corp store. I just did the same thing at a sams club. Something got screwed up they checked and found the mistake made the correction and did the upgrade.
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There was that one as well as another one that pple used to put on accounts to get the cust off the phone and then the cust would call in pissed off becuase it did not work. With the new billing system this code does not exist in it and we cannot add this anymore.
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100 off hup is the other one, and no, it does absolutley SQUAT for a customer in a retail store.
The rep on the phone fails to mention that when they tell the customer they fixed the issue.
The issue is, I can mark the phone down to the pre-mail in price if I can research it and see it is eligible, but with ensemble, i cant see the EQP history on accounts anymore, BUT I almost guarnatee the cust will not get the mail in rebate, and we dont do those in store.
*TAPS ON SCREEN*.. HEAR THAT CORPORATE WATCHDOGS.. ENSEMBLE MAKES MY JOB HARDER AND YOUR CUSTOMERS LIFE MORE DIFFICULT... FIX IT OR SCRAP IT!
The rep on the phone fails to mention that when they tell the customer they fixed the issue.
The issue is, I can mark the phone down to the pre-mail in price if I can research it and see it is eligible, but with ensemble, i cant see the EQP history on accounts anymore, BUT I almost guarnatee the cust will not get the mail in rebate, and we dont do those in store.
*TAPS ON SCREEN*.. HEAR THAT CORPORATE WATCHDOGS.. ENSEMBLE MAKES MY JOB HARDER AND YOUR CUSTOMERS LIFE MORE DIFFICULT... FIX IT OR SCRAP IT!
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UPdate,
My friend went through telesales and got her phone yesterday for free. The rep did research and verified she was eligible. (how I do not know) This is after she tried multiple times with cs to get it fixed.
My friend went through telesales and got her phone yesterday for free. The rep did research and verified she was eligible. (how I do not know) This is after she tried multiple times with cs to get it fixed.
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