New 30 day trail rules for renewals.
Anyone working for a uscc agent or corporate store run into any issues with this yet?
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new customer=30 day service guarantee can cancel new contract w/in 30 days due to dissatisfaction w/ network or services--all they will have to pay for is service up to date of cxlation...can also change/swap phone w/in 30 days if unhappy w/ equip and pay difference for upgraded equip...
existing cust=if they resign a new 2yr contract they may cancel w/in 30 days however they will revert back to their old plan and old equipt for two years or will get term fee...that is b/c they are already our cust and already know about our services and network. They may however swap/change phone w/in 30 days if unhappy w/ equip but have to stay on new plan or pay full price for new phone.
it is a bit confusing but this is what i know. Thanks!
existing cust=if they resign a new 2yr contract they may cancel w/in 30 days however they will revert back to their old plan and old equipt for two years or will get term fee...that is b/c they are already our cust and already know about our services and network. They may however swap/change phone w/in 30 days if unhappy w/ equip but have to stay on new plan or pay full price for new phone.
it is a bit confusing but this is what i know. Thanks!
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Yes, that's basically it! So have you run into any customer's that have an issue with this so far? I know I don't usually get customers that cancel after an upgrade, but it does occasionally happen. Sometimes when a customer is leaning towards another carrier for whatever reason, they still decide to give uscc a chance again because they know they have 30 days.
BUT...now if you get a customer like that, they will probably just go try the other carrier's trial period, because they figure if they don't like it, they can just come back and sign another 2 yr agreement with uscc, since that's what they would have to do anyway if they upgrade. Make sense?
Do any other carriers have this policy?
BUT...now if you get a customer like that, they will probably just go try the other carrier's trial period, because they figure if they don't like it, they can just come back and sign another 2 yr agreement with uscc, since that's what they would have to do anyway if they upgrade. Make sense?
Do any other carriers have this policy?
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Yeah, I'm not so sure about this policy. I see on the OLR where it says you can deactivated a "new activation" but I don't see any terminology that specifically states that upgrade customers can go back to old equipment and plans but must keep the contract terms.
I'm thinking that relations would definatlely waive that contract term if you fought hard enough. I just can't see any customer standing for that policy for very long...although it is RARE for an upgrade customer to cancel anyways, so I guess its not that big of deal.
I'm thinking that relations would definatlely waive that contract term if you fought hard enough. I just can't see any customer standing for that policy for very long...although it is RARE for an upgrade customer to cancel anyways, so I guess its not that big of deal.
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Most other carriers have a shorter trial period before the customer is charged for the full month and the activation fee (Cingular) or just a shorter time period (Sprint's 15 days vs US Cellular's 30) So unless they immediately hated, it, they'd be stuck in a contract there.
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For an existing customer taking advantage of the 30day policy, and going back to their old equipment would go back to their original term time. So if they were out contract when they renewed the new term time would be wiped out and the equipment timer reset. If the customer renewed with in the 80% rule, say they had 3 months remaining on their original term time, that term time would remain.
This was sent out last week to customer relations.
This was sent out last week to customer relations.
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This makes far more sense. US Cellular isn't out to screw over its customers for not enjoying the service, regardless, that is why we give you 30 days to try it.
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i was in relations for almost 2 years. i just left the company. that is true on what we were told but i also had this situation come up quite abit and was told that as soon as the customer signs a new contract. it voids out the old contract. when the cust wants to cancel under the 30 days on a renewing contract, we were to move it back to the original term time. if the cust escalated though and would not accept this and said that the first contract would be void, then we did void it out for them. they said that legaly that first contract is void due to signing a new contract but customers do not know that. so we would revert back to the first term time even though it was not legal. they would void if the cust threatened to take us to court b...
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According to our AAE, this policy was changed back in February so existing customers do have to stay on their new 2 year agreement regardless of the trial period.
The 30 days is for the equipment only, not the service. They can go back to their old equipment and get a refund, but the contract term sticks.
There is a state law though that requires 72 hours to back out of any legally binding contract, so technically speaking, we offer a 30 day customer satisfaction policy but only a 3 day window to get out of a renewed contract.
The 30 days is for the equipment only, not the service. They can go back to their old equipment and get a refund, but the contract term sticks.
There is a state law though that requires 72 hours to back out of any legally binding contract, so technically speaking, we offer a 30 day customer satisfaction policy but only a 3 day window to get out of a renewed contract.
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that sucks, i'm gonna have to look into that and include that in my full disclosure sales pitch.
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