E911 Mistakes
sometimes (mostly almost 2 years ago) an employee would make a mistake and mark a 731 as a motorola bag phone, when those people come in because they got an E911 form, i have been turning them away because their phone is compliant, i assume us cellular is only going by the employee selected descriptions, and agents right now are making bank on errors like this because us cellular doesnt care to fix it they say things like (well we auto rebate those phones for you and they cant be changed)
so if they are trying to get compliant what am i supposed to do, am i supposed to give them a new phone or send them on their way with us cellulars info still wrong.
so if they are trying to get compliant what am i supposed to do, am i supposed to give them a new phone or send them on their way with us cellulars info still wrong.
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If you call customer service, they can change the description of the phone. I would also note the account with the customer's actual model #.
And there is an email address you can contact to correct the issue, but i don't know what it is. I'd say calling cs is the best option
And there is an email address you can contact to correct the issue, but i don't know what it is. I'd say calling cs is the best option
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I have seen that problem pop up with Some LG phones, and the Nokia 3586i's. More often the nokias since there was a version without gps (3586)and a version with gps (3586i). I always leave it up to the customer what they want to do. Most of the customers with those phones just want to keep their phone, and there are some that want the incentives. They never gave a clear ruling on what to do in these cases, so I just do what's best for the customer.
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This was directly from an email on March 3rd
If the customer receives a letter, has a compliant handset and doesn't meet the 2/4 rule, can they still upgrade their handset?
Yes. Any customer that receives the letter is eligible for the offer, even if the Equipment Timer does not indicate that the customer is eligible for an upgrade.
I just ask them, if they dont want new equipment. I write down there info, and email it to the appropriate person.
If the customer receives a letter, has a compliant handset and doesn't meet the 2/4 rule, can they still upgrade their handset?
Yes. Any customer that receives the letter is eligible for the offer, even if the Equipment Timer does not indicate that the customer is eligible for an upgrade.
I just ask them, if they dont want new equipment. I write down there info, and email it to the appropriate person.
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im not going to call customer service in front of the customer and have them overhear the whole situation, im also not going to take the risk that their stupid "talking to the customer" is gonna eat up 45 minutes of my time like it always does.
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We had a customer have a "friend" that works at either another store or the corporate store change their phone id during a loaner phone/repair situation a couple of months ago when this E911 stuff started. She and her husband both had Moto 731s that had been repaired. The rep told them that she would fix it so that they would get an upgrade for free. When their phones were repaired and put online, they put them in as a bag phone and as a 120. They promptly got an E911 letter and came in to get it from my store. Cust Service told me to give them the phones, even though we both knew they were already E911 compliant. This was done deliberately by a rep to defraud the company, and there was proof in the computer, but USCC doesn't care.
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yeah they dont, and once their rebate system does something it cannot be changed, agents are making a ton of money off of it too, whether it be loaner phones or those employee mistakes from their original contract.
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We don't make a dime on those E911 exchanges. In fact, they can cost us money. We don't give deals on chargers and accessories on those because we often loose money on the deal.
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really? my boss is getting rebated and commission for every one, just as if it were a renewal. he is actually making more than he deserves because the system is automaticly paying him for loaner phone upgrades etc. they are making so many mistakes and paying him too much and when we call them to tell them they say the system cannot be changed once it has happened. not to mention all the people who get the letter who really do have e911 compliant phones, just had a selection error when they got them.
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We don't get commission, unless they change their plan or renew. We get rebated, but it's a dollar less than we paid for it, so they don't get freebies.
Our AAE said that there were agents that were going to get in trouble, that the computers were overpaying commissions and rebates at a huge rate, and that there might be retro debits coming. I hope not, but watch out, they know about the mistakes at Corporate.
Our AAE said that there were agents that were going to get in trouble, that the computers were overpaying commissions and rebates at a huge rate, and that there might be retro debits coming. I hope not, but watch out, they know about the mistakes at Corporate.
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i hope so, we keep telling them, they are not overpaying us commission, just paying us on stuff we dont need to be paid on.
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Commission has been right, but rebates have been really screwy. We were told that things were a little messed up and that they would be fixed before Everest. BTW, we have seen lots of computer changes that suggest that Everest will be on time.
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Well, I don't think it's b/c we don't care...in those situations we have to have definate proof that something happened..like what kind of proof was there in the system?
Secondly - CS should have never told you to give them new phones: Corporate knew that some phones were incorrectly labeled and we were advised that if a customer DID have a GPS phone but stil got the letter: we were to tell them why they got the letter and it was a mistake - they were not to get a new phn...then we were to send a notice about the mistake to someone and they were to fix the labelling in the system.
I'm sorry you were told wrong. This is one fo the reasons why I'm sad the Sales Q is gone---we had a seperate Q that took care of our sales and agent reps.....
(continues)
Secondly - CS should have never told you to give them new phones: Corporate knew that some phones were incorrectly labeled and we were advised that if a customer DID have a GPS phone but stil got the letter: we were to tell them why they got the letter and it was a mistake - they were not to get a new phn...then we were to send a notice about the mistake to someone and they were to fix the labelling in the system.
I'm sorry you were told wrong. This is one fo the reasons why I'm sad the Sales Q is gone---we had a seperate Q that took care of our sales and agent reps.....
(continues)
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just give them the phone. Then if they are eligible in a month for a new one, tell them to come back in again; as long as you as an associate are getting paid too of course!
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im just going to inform them that i cannot help them and why, us cellular can straighten out their own crap, that customer talking to the rep policy takes up too much of my time. on average they take 45 minutes to do something that takes 5, and i only call because AIM does not do it.
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the policy only applies if you are calling in tyring to get private info on the customers acct: otherwise it's business as usual...
i.e: you calling want 3 mon ave usage: no verification needed except your name, ID and locaation or you need to add promo that forgot to get chngd in AIM - no need to spk w/ customer.
BUT
you call in later wanting to know biling address for some customer--THEN we need to spk w/ customer.
Us tlking to the customer is only applicable if you are needing PRIVATE info.
Hope this helps.
Again, one of the many reasons why we need the sales Q back...were you around for that?
i.e: you calling want 3 mon ave usage: no verification needed except your name, ID and locaation or you need to add promo that forgot to get chngd in AIM - no need to spk w/ customer.
BUT
you call in later wanting to know biling address for some customer--THEN we need to spk w/ customer.
Us tlking to the customer is only applicable if you are needing PRIVATE info.
Hope this helps.
Again, one of the many reasons why we need the sales Q back...were you around for that?
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I'm sorry that I dont get you when I call, but as you know its a 50/50 thing, some people only ask if the customer has been verified to which i can say anything, this policy is retarded, AIM shows all private information, if I wanted to I could say I was the customer. But i just want the FREAKING PROMOS ADDED BACK ON! not a 45 minute waiting for the rep to tell them something i told them in 5 minutes, 5 minutes ago.
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I know - it's been stressful b/c many have been "let go" b/c of giving out info to unauth people. but i'm sure you are of the understanding nature... 🤣
We'll get it to maybe be a 90/10 percentile eventually 😲)
We'll get it to maybe be a 90/10 percentile eventually 😲)
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that i understand, i do not blame the people, i blame the company and whoever created the policy, its the same kind of person who though
"you know threatening customers with fees if they dont upgrade their phone will be a great idea!"
Its a bunch of people who have no idea how their own system works...
"Lets demand our reps talk to the customer over the phone or get fired! what will we ask them to make sure its them? why the stuff they already told the agents, the stuff they needed to get into their account in aim in the first place! Dont drink 6 beers at the same time?! brilliant!"
"you know threatening customers with fees if they dont upgrade their phone will be a great idea!"
Its a bunch of people who have no idea how their own system works...
"Lets demand our reps talk to the customer over the phone or get fired! what will we ask them to make sure its them? why the stuff they already told the agents, the stuff they needed to get into their account in aim in the first place! Dont drink 6 beers at the same time?! brilliant!"
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Thats all we do is an ESN change in AIM. We then send their E911 letter up to our corporate office with the other contracts. They can figure out the rebate info. Regardless, I get paid.
It couldn't be easier. Send those customers my way 🙂
It couldn't be easier. Send those customers my way 🙂
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