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Urgent Sprint issue from a store rep...

Android Ace

May 6, 2011, 7:28 PM
I work at a 3rd party Sprint store (United Cellular).

An couple entered my store today and expressed their desire to terminate one of the lines on their account which was still in contract (ETF $180) and immediately add a new line with a Data 450 plan and an HTC Evo. I was happy to add a new line for them and thoroughly went over all the ramifications of terminating a line. They understood and asked me to set it up.

Since I'm not able to cancel a line in store (not sure if even a corporate location can do that) I called account services and told the rep what the customers wanted. He asked to speak to the customers. He apparently told them that it would actually be cheaper to buy the phone at retail cost (485.00) and that if they did t...

May 6, 2011, 8:34 PM
But our company does frown upon that practice, even though I believe he went at it the wrong way by throwing you under the bus.

May 7, 2011, 10:11 AM
The account services representative was correct. The idea of you getting paid a commission on a new activation is because you are generating a new subscription. You didn't do this, you convinced the customer to cancel a line and add a new one for a net of "0" new subscribers. Sure, your method would have saved the customer 20 bucks, but it the end, the hassle of having to get a new PTN and contract would not be worth it. You did foster a "phantom churn" situation, further, Sprint would actually LOSE money by paying you a commission on "new" business that you did not generate.

Further, account services reps are required to report instances of phantom churn, he wasnt being overzealous. And pretty obviously, they are most likely graded on s...
a Girl

May 7, 2011, 7:54 PM
"Like" button.

May 9, 2011, 9:54 AM
LOL nice.... I like how he came on here for sympathy by trying to get a sale. He is just upset because he lost money trying to play the system.

May 7, 2011, 3:15 PM
If this was truly the customer's idea then the write up is unjust. The rest I still understand. It is disturbing that you do not understand why you would not deserve to be paid, however. That is probably what really irked that rep. Once he talked the customer into not canceling the line and you then worked against him and got back on the phone having changed their minds back...your goose was cooked. I am surprised sprint does not have a policy in place to not pay commissions for customers who disconnect and then reconnect within 90 days. That would discourage reps from forced churn like this.
Android Ace

May 7, 2011, 6:52 PM
If the customer didn't want to pay full retail for the device (her words) then why did the rep insist that they not cancel the existing line? Was the rep trying to save the customer or himself?

May 7, 2011, 8:56 PM
With the $85 credit the net cost to the customer was exactly the same. And as another commenter stated, he saved sprint money by not creating a new ptn AND not paying you for a commission you did not deserve. He did his job.

Just because the customer asked for this does not mean it was the best solution. When someone walks in and says they want a phone, do u just say ok, or do u qualify them and give them what would be best for them? Id hope the second choice, if you are any good at your job.

And you definitely have no grounds to be mad.

May 9, 2011, 12:37 PM
Its called commission fraud big guy. You don't deserve to get paid for this.

May 17, 2011, 7:02 PM
i know you were just trying to do what the customer wanted but in doing so you were helping them to manipulate the system. i dont know how many times i have had more problems with this happening.

May 19, 2011, 11:22 AM
An example of what agents should NOT do:
1. Customer’s existing line is not eligible for an upgrade. TSR sells the customer a new line
(new PTN) and tells the customer to call Care when they get their new phone to have the
existing PTN placed on the new phone.

If Sprint discovers an agent using any method including the examples listed above on a call
during monitoring that can result in false churn the agent will be subject to immediate Disciplinary action.

Go to TINC and search "False Churn"

And you say it was their fault "swindling a sale" from you. You are in the wrong..rookie.

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