VZW screwing the indirects.
Correct me if I am wrong, but if a customer purchases a phone and disconnects during the 15 worry free period, doesn't VZW ensure that the handsets are returned B4 they allow the customer to disconnect?
Also, why do they allow NE2 through direct channels only? Take a Samsung a930. Through Web sales VZW will discount the phone MORE then what they actually pay us in commission. So why have a higher cost to activate online where the human factor is removed?
Last...early upgrades. VZW will ACTIVELY solicite early upgrades but require the customer to go to a retail store, online, or telesales ONLY. Why?
GGGRRRRRRR. So aggrevated with VZW policy on screwing agents right now.
Make the money on data! Yeah! I will subsidize ...
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Also, why do they allow NE2 through direct channels only? Take a Samsung a930. Through Web sales VZW will discount the phone MORE then what they actually pay us in commission. So why have a higher cost to activate online where the human factor is removed?
Last...early upgrades. VZW will ACTIVELY solicite early upgrades but require the customer to go to a retail store, online, or telesales ONLY. Why?
GGGRRRRRRR. So aggrevated with VZW policy on screwing agents right now.
Make the money on data! Yeah! I will subsidize ...
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-agent - "here is your band spankin' new Motorola Startac phone (cough). hope you enjoy!"
-customer - "thanks!"
2 days later.
-customer - "hi, i'm having trouble with my phone. i think it is bad."
-agent - "yeeeeeeah. you're going to need to head down the street to that store with the big 'Verizon' logo on it. they'll be happy to fix the phone."
-customer - "thanks!"
2 days later.
-customer - "hi, i'm having trouble with my phone. i think it is bad."
-agent - "yeeeeeeah. you're going to need to head down the street to that store with the big 'Verizon' logo on it. they'll be happy to fix the phone."
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Not sure what agent you have dealt with but, I know at my store we offer "new every two"....NEW PHONES and our phones are cheaper than any direct store. Also we offer a protection plan that blows Assurion completely out of the picture. Maybe you need to do some shopping around, you dont buy a car at the first lot u see do u????
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That is just Verizon screwing us again. Give us some FRU's and I'd be happy to FRU them for the customer.
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Just stop carrying the pink and yellow guys and become a VZW only premium agent. They will soon be able to process NE2, early upgrades, bill payments and in some store flash machines.
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No no no, your confusing "exclusive" and "premium" agents, Premimum agents are agents that have at least 100 stores, exclusive is an agent that only sells Verizon (at least in my area). I am an exclusive agent, meaning I only sell VZW, there are "premimum"agents in my area (giant companies that own 100+ stores), the premimum agents can do early ups, and NE2 but I cant as an exclusive agent.
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Actually, that's not right. The company I work for is in the process of becoming premium, and we only have 17, soon to be 20, stores. We're still not sure what all we will be able to do. We should be able to do NE2 and equipment flashing. Not really sure what else, and we already take payments. We're looking forward to the upgrade! Oh, and our company is already an "exclusive" dealer. Verizon is all we handle.
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Dunno, My rep said that the big agents in our areas (100 + stores) can do NE2, I am an exclusive agent and cant but I can take payment. She said that is becasu they are "premimum agents" becasue of their size. I dont know, its possible she has her info wrong.
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Premium agents have to have somewhere between 10 and 20 stores. It depends if its a rural market or metro market. I just went over this with my account manager. Premium agents can do NE2 and can have more signage and whatnot.
We already can do bill payments. We can also do flashing if we'd like, but what a pain. You have to find all the cables for the phones on your own and setup a computer basically dedicated to just flashing.
We already can do bill payments. We can also do flashing if we'd like, but what a pain. You have to find all the cables for the phones on your own and setup a computer basically dedicated to just flashing.
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premium is 100+ stores, exclusive(well that is a no brainer) Premier is the confusion here. Premier agents get ne2 early upgrades and other perks. Downfall is you have to follow all their policies and become Verizon's bitch, but is is probably worth it in a business way.
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being exclusive has nothing to do with premium agent. In our area the program doesn't exist yet. Besides, you have to do over 300 new acts a month to qualify...which means that the average store is 75 acts...so you must have 4 stores averaging 75 to qualify. And then you must have a percentage of high end data, and regular data.
Oh, and to the post that said take it to the store with the "big Verizon" sign. Hell, even your own techs are not "Verizon" employees. Second, I will provide the customer a loaner and then call tech support and order the customer a fru.
OK, customer walks into a "store" and talks to a tech. The tech doesn't have that model in stock so they order the customer a FRU. Now the customer is without service ...
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Oh, and to the post that said take it to the store with the "big Verizon" sign. Hell, even your own techs are not "Verizon" employees. Second, I will provide the customer a loaner and then call tech support and order the customer a fru.
OK, customer walks into a "store" and talks to a tech. The tech doesn't have that model in stock so they order the customer a FRU. Now the customer is without service ...
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My company is a Premier Agent and just started doing NE2 and bill payments. We have always dealt with repairs, billing issues, and have dealt with plenty of customers that buy direct and can't get help because locally, our directs have a huge turnover. Inevitably the customer deals with some "new guy" that doesn't know what he/she is doing.
We also offer our own "in-house" insurance plan that blows Lockline/Asurion out of the water making our customer retention rate higher. It is fun to tell the direct customer that if they had our insurance they would get a new phone over the counter but since they have Lockline they have to call an 800 number, wait a couple of days, AND more than likely it will be a refurb they are paying fifty bucks ...
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We also offer our own "in-house" insurance plan that blows Lockline/Asurion out of the water making our customer retention rate higher. It is fun to tell the direct customer that if they had our insurance they would get a new phone over the counter but since they have Lockline they have to call an 800 number, wait a couple of days, AND more than likely it will be a refurb they are paying fifty bucks ...
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I totally agree with you. We are getting screwed as indirects.
- A costumer walks in to indirect. He is eligible for an upgrade. I check his account, and he has a password on it, but he doesn't remember his password. I call costumer service to find out the password. CS rep asks to speak to the costumer, and he tells the costumer to go to the corp. store to change the password and get the upgrade done....that's BS. I hate CS reps, they have no respect for indirects
- A costumer walks in to indirect. He is eligible for an upgrade. I check his account, and he has a password on it, but he doesn't remember his password. I call costumer service to find out the password. CS rep asks to speak to the costumer, and he tells the costumer to go to the corp. store to change the password and get the upgrade done....that's BS. I hate CS reps, they have no respect for indirects
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Why do you call customer service. You should be calling Agent Support. They wouldn't do that to your customers.
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I have had "Agent (non)Support" talk to the customer on the phone, while they are standing in the store, and say "And Mr. Customer, you ARE eligable for $100 off the new activation price with your NE2" and it blow a sale for me becaseu I cant match it.
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wfine81 said:
I have had "Agent (non)Support" talk to the customer on the phone, while they are standing in the store, and say "And Mr. Customer, you ARE eligable for $100 off the new activation price with your NE2" and it blow a sale for me becaseu I cant match it.
Next time that happens, talk to you Verizon account Rep and get the persons name from that call center, etc... They technically are not supposed to go over our heads if the rep knows that they are in an indirect store. That is why I always talk to the rep myself. And if they absolutely need to talk to the customer I tell them that the customer is deaf and their daughter is the user of the phone but she is not present and I am speaking on beh...
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Quick question.. Don't you guys get the commission off the ced extending more-so then the phone purchase? It was my understanding the CED extending is where your commission comes from so I would do the upgrade but have the store to the price plan change if they are NE2 eligable and we can't populate it in the box for you guys.
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We dont make .01 off the customer extending the contract, without actually putting it in as an "upgrade" which involves changing the esn.
If a customer just comes in and says, Hi, I have been out of contract for (hoever long) and I want to change my plan an I am willing to extend my contract 2 years, but I really like my phone and want to keep it. We wont make a penny even for renewing the contract.
If a customer just comes in and says, Hi, I have been out of contract for (hoever long) and I want to change my plan an I am willing to extend my contract 2 years, but I really like my phone and want to keep it. We wont make a penny even for renewing the contract.
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well, when i had that problem I called COOS first, they told me to call CS to find out the password on the account
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I like it when we open stores in a small town and when we start putting huge numbers on the board month after month Verizon slaps a corp store across the street! They have done that to a few of our locations and basically wiped them out and forced us to relocate. Pretty Crappy practice. They come to our company and suggest areas that we can go, they say we have no presence in this town and it is not big enough to support a direct store, but when we go in and post great numbers they want a bigger peice of the pie and crap on us after telling us to go there!!!!! That is my major complaint, other than that I get ne2 early upgrades, meerits and all that crap so I can meet or beat any deal they have going and since all phones are purchased throug...
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Haha, so true, VZW just put a corp store about 2 miles away from me 3 months ago, now my sales are way down and they are threatening to close my location.
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Just like to say this personally, for those outsourced customer service reps don't get anything period. They don't even get the benifit of having verizon wireless price plan pricing or discounts. Furthermore theres no commission to be made from this. If a verizon employee changes a text message package for example they do get a comission of it. If an outsource verizon rep does it, they get nothing. Go figure huh?
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