ATTWS Reps
I hope none of you are doing this but... I have been getting alot of calls from Migrated customers stating an ATTWS rep promised them we will waive the $18 Migration/Upgrade fee... This is false! Cingular does not waive these fees as they are standard fee... Under NO circumstances will we waive this fees... There are absolutely no exceptions.
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Learning so much at the same time, the reps may be forgetting to mention it and are questioned after the fact by customers....a lot of validation and other random errors to learn through in the prev. ATTWS retail sites!!! Store managers have no idea how to credit yet (too many conference calls so far...) It will smooth out this upcoming week or so
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That's understandable... But I'm sure reps have had protocol training... Which is extremely easy to follow... Any standard fees are not waived. No matrix, no tenure, no matter how much they pay a month or how many lines... any and all standard fees UNLESS it's a blatant system error will be charged.
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No, we didn't receive any training regarding those aspects of the merger. Basically what I got in training was a load of propaganda stating how much better the service will be after the merger happens. I personally don't tell the customer anything when they want to migrate to Orange, I leave that to the rep who answers the call when I transfer the customer.
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Yeah, we never do get good training. But next week, I go into training for Cingular's first all orange Sales Support Group. Maybe then (and because I'll be a team lead) i'll know more about how it all works.
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Another thing to remember for Care Reps, please remember that unlike AT&T Wireless, at the corp. store level we are not able to activate or migrate customers outside of our state network. I had 3 upset customers yesterday who stated they were told by Care Reps they could come into our store in WI and migrate their Blue numbers with California numbers to Orange. I wish I could help them but the system does not allow us too and we just have to send them back through Telesales or a local store from their home market. IT is a mess now and hopefully will change.
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Adlman, I thank you for this reply.
I received a call from a customer based out of California who lost her phone while in another state and had gone to the store to upgrade but was told couldn't be done for reason you mentioned.
I'll pass the information around my call center to avoid such issues in the future.
I received a call from a customer based out of California who lost her phone while in another state and had gone to the store to upgrade but was told couldn't be done for reason you mentioned.
I'll pass the information around my call center to avoid such issues in the future.
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Same here. It's always good to give the right info... makes us happy too. I'll be sure my reps know this... 😁
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Well, that's a big DUH. 😳 I've only had the 4 hour training and even I know that.
OK, who the heck is giving misinfo already?! grrrr. Ruining the already bad name of ATTWS reps...
OK, who the heck is giving misinfo already?! grrrr. Ruining the already bad name of ATTWS reps...
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The sad thing is that even though Monday was supposed to be "day one" and blah blah blah balh, half the reps on my team are having some kind of problems with the cingular systems. Also, virtually all of the escalations now are because a customer is pissed that they can no longer buy an AT&T phone or change their plan to another AT&T plan. Some of the legacy customers are jumpin' mad.
But what pisses me off is the scandalous way Cingular is forcing AWS customers to buy new Cingular phones by not unlocking phones. Why not unlock AWS GSM customers' phones and make them get a new 64k SIM so they can get a Cingular plan? It's because of the bloodsucking wealth-vampires that run the company, that's why. An unlocked phone would work just fine...
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But what pisses me off is the scandalous way Cingular is forcing AWS customers to buy new Cingular phones by not unlocking phones. Why not unlock AWS GSM customers' phones and make them get a new 64k SIM so they can get a Cingular plan? It's because of the bloodsucking wealth-vampires that run the company, that's why. An unlocked phone would work just fine...
(continues)
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I don't even have the migration tool. Been working on it for two weeks and my "account" is still inactive. 😡
Hmmm... maybe customers can get their own phones unlocked and purchase a 64k sim? Hmmm... That's something to think about...
Hmmm... maybe customers can get their own phones unlocked and purchase a 64k sim? Hmmm... That's something to think about...
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Unfortunately, unless you are a hacker or software genius you won't get your phone unlocked because the ugly AT&T and Cingular siamese twin doesn't unlock its phones.
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Ummm... or you can just try to find unlock codes through a search engine. Just an idea... believe me, it's possible. 😈
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Ok Mr. Sarcastic... just throwing out an idea, if you don't like it, ignore it.
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it is very possible to find unlock codes, hence the marvelous creation of ebay and google 😁
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Exactly... I was able to find at least 20 different websites to unlock an old phone of mine that I gave to my mom. It worked fine for her, no problems at all. 😁
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If you buy a International Phone from Cingular it is already unlocked. Also once you have been a customer for 90 days and your account is in good standing, and you purchased the phone from Cingular, and I also think it has to be at least a tri-band phone, but not sure on that part. You can contact Care to have phone unlocked.
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though there is a crapload of red tape...and i can't give out the code in the first place, a different department has to.
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DAMN!!! I just checked in CSP, and look at that. Now i want to unlock my phone. How to get the code for my phone?
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Subsidy unlock codes are in snooper, but you can kiss you job goodbye trying to access your own acct trying to get it. 😢
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OK. So someone please help me with this. I have 3 Moto V505 phones active on an ATTWS family plan.
If I call customer service to get the unlock codes, they must supply? If so, what department do I ask for how should I ask?
If I call customer service to get the unlock codes, they must supply? If so, what department do I ask for how should I ask?
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No they do not have to or will they give you the unlock codes for 2 reasons
1)Care does not, have never, ever provided unlock codes, we as a company provide you a discount to use that phone with us and no one ever said you could use it with anyone else, so no unlock codes.
2) The TSD is the only who can get it, and they don't give it out either, or are they allowed to.You bought phones to use with ATTWs, no one else said you could use them anywhere else.
1)Care does not, have never, ever provided unlock codes, we as a company provide you a discount to use that phone with us and no one ever said you could use it with anyone else, so no unlock codes.
2) The TSD is the only who can get it, and they don't give it out either, or are they allowed to.You bought phones to use with ATTWs, no one else said you could use them anywhere else.
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Ok buddy slow down and take a chill pill. I asked a question nicely and do not expect such a harsh response.
1) I understand that Cingular's new policy does give it out.
2) what the heck is TSD?
1) I understand that Cingular's new policy does give it out.
2) what the heck is TSD?
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Cingular is using ATTWS policy, so no unlock codes, and TSD is the tech desk, and you gotta go through a care rep to get there, since no direct number.
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Will you quit saying this... From what you're saying ATTWS does not provide unlock codes for any reason... if you took the time to read Cingular's Policy on Subsidy Unlock this is not the case... We will provide the Subsidy Unlock if they meet the requirements... We will not provide the Subsidy Unlock for ATTWS phones... Maybe that's what you're talking about...
BUT this has been our policy revamped on 11/01 before ATTWS and Cingular could directly speak about the merger so our Unlock Policy... Is a Cingular Unlock Policy... All policies that have been directly influenced by ATTWS were alla nnounced after 11/15th
BUT this has been our policy revamped on 11/01 before ATTWS and Cingular could directly speak about the merger so our Unlock Policy... Is a Cingular Unlock Policy... All policies that have been directly influenced by ATTWS were alla nnounced after 11/15th
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So please clarify for slow people like me. I have 3 ATTWS phones. Can I get them unlocked & how?
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You can get unlock codes on eBay or search the web for AWS unlock codes for phones. AT&T Wirless will not and does not give out lock codes and even Debit is wrong TSD does not have the codes...unless that rep knows someone in IWC or at the NSC who gave that code to them. My brother worked in TSD and he didn't have the code to unlock his 3650 when he left...The internet is your only hope of unlocking an AT&T Wireless phone.
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it's not really necessary when we work ont eh global network....now if you just wanna unlock them and use them with other carriers, good luck. 🙄
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Actually the ATTWS phones won't "just work fine" as you put it... In theory they should work no problem once the settings are for Cingular... but in reality it's a coin toss as to which phones will and won't work... Phones are not just Subsidy Locked but also come with preloaded carrier specific software that may or may not effect settings on the phone...
To avoid the calls, "Hey! I had my phone unlocked and was promised my ATTWS phone will work fine on Cingular!"... There is no need to unlock the phone. If you want to unlock it, then go for it... But if you come across problems... Read your post again... take a step back... and tell yourself... "Man... I sound like a customer."
To avoid the calls, "Hey! I had my phone unlocked and was promised my ATTWS phone will work fine on Cingular!"... There is no need to unlock the phone. If you want to unlock it, then go for it... But if you come across problems... Read your post again... take a step back... and tell yourself... "Man... I sound like a customer."
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My ATTWS SIM works just fine in most of the new phones, and my unlocked ATTWS 6620 works just fine with T.Mobile, Cingular, and Int'l SIMS...
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Re-read my post... i did not say it's impossible or that all phones will not work... There is just no guarantee that it will and it's easier to just avoid the problematic ones by just not doing any of them.
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The unlock code process should only be handled by Tier 2 technical support representatives. That what is says in CSP. Not care it was my mistake about the department.
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Let me get this straight... if I am an ATTWS customer and I am being migrated to Cingular I have to PAY $18 per line just because Cingular bought ATTWS and I am being forced to migrate to the new owner??? Not to mention the fact that Cingular has a smaller footprint (local plans) vs. ATTWS! No thank you Cingular.
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You are not being forced to do anything. You can keep your current plan till the end of your contract. Then you can decided to move to cingular or leave all together
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Why would you want a local plan? With both ATTWS and Cingular Nation plans, you get so much more bang for your buck. Now what state are you talking about? None the less, Marcus is right in saying that you can stay right where you are at for the rest of your contract.
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First of all the $18 is not a punishment or a fee for upgrading... It's the standard $18 upgrade fee for all customers... since you will have to get a brand spankin' new cingular phone it is considered an upgrade... And you're also not seeing the side that we will waive your early termination fees w/ ATTWS. This fee is only charged once per upgrade.
Also, like marcus and nameimplieshesellsalotofphones said you are not being forced to go to cingular... You can choose to leave ATTWS and pay the ETF, wait until your contract expires and leave, or take a step back and look at the benefits you'll be recieving, and see that we're actually offering you more than just $18 worth.
Also, like marcus and nameimplieshesellsalotofphones said you are not being forced to go to cingular... You can choose to leave ATTWS and pay the ETF, wait until your contract expires and leave, or take a step back and look at the benefits you'll be recieving, and see that we're actually offering you more than just $18 worth.
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OMG I GOTTA PAY LESS THAN TWENTY BUCKS TO GET A NEW HANDSET! I CANCEL NOW!
Cheap, you are.
Cheap, you are.
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On another note:
YOu are not forced to do anything. You don't HAVE to come to cingular. But if you do wish to migrate to cingular from at&T, you will have your ETFs from At&T waived, and you will only have to pay the $18 migration fee, rather than the $36 activation fee for new customers. You get it halved even though you're new to the company.
YOu are not forced to do anything. You don't HAVE to come to cingular. But if you do wish to migrate to cingular from at&T, you will have your ETFs from At&T waived, and you will only have to pay the $18 migration fee, rather than the $36 activation fee for new customers. You get it halved even though you're new to the company.
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So... with this statement... It is the same company... so why shouldn't the same rules apply for ATTWS customers?
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As far as I was told, business customers, (people who have FANs attatched to their accounts)are not charged upgrade or SOS fees of any sort. This may have changed by the time I go back to work on Monday but on Friday that was the story I was given...
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Alright so you read too much into the post... Which is my fault I admit... There will be exceptions... But Business customer's are handled by different departments on both ends and are specifically advised if they will or will not pay the fees... as Customer Service Reps, we do not make that decision... I hope that's better explained... I implied no exception more towards "incentive" purposes...
Ex:
"I have been w/ said company for 12 years! I didn't feel I should have to pay this fee! i'll just cancel if i don't get my way!"
Reply: "I agree so I will waive this fee for you because you're threatening to cancel!"
^situations like this^
Ex:
"I have been w/ said company for 12 years! I didn't feel I should have to pay this fee! i'll just cancel if i don't get my way!"
Reply: "I agree so I will waive this fee for you because you're threatening to cancel!"
^situations like this^
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granted. In fact for all you consumers out there, try not going on about how long you have been a customer -- Just state your case in as reasonable a tone as you can muster (and yes, I know that after upwards of 40 minutes listening to upbeat hold music and chirpy robot voices telling you how good The Company is to you reasonable is gonna be a stretch for the Dalai Lama) and I amwilling to bet that the rep on the other end of the call will be more receptive to your plight.
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Our business group is the only group that can waive the upgrade/migration fee... If you don't know how to contact them then you're not one that will get the Upgrade/Migration fee waived... Because our business group strictly handles (forgive the obvious) business accounts... and it takes a certain type of account to be able to deal directly with them and that information is directly provided to these accounts.
So a customer cannot get these fees waived, and i know the argument from this post will be "Why would you treat business accounts better than regular customers?"
Answer: A business account has a different kind of contract w/ Cingular than a regular customer and in most of those contracts we had already agreed with them to waive t...
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So a customer cannot get these fees waived, and i know the argument from this post will be "Why would you treat business accounts better than regular customers?"
Answer: A business account has a different kind of contract w/ Cingular than a regular customer and in most of those contracts we had already agreed with them to waive t...
(continues)
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yeah, business customers represent huge $$$ to any company and are going to get preferential treatment. Who said life was fair, anyway?
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*sigh* Note to all - just say that the 18$ fee is a standard fee that we do need to chanrge so that we can warehouse the phones so that it doesn't take forever to ship them to you - it also covers the shipping charge - for cingular, as they do not charge a seperate shipping chrge - which AWS charged & thusly witha 15$ discouted activation fee/upgrade processing fee wound up being more than 18$ - and you were fine with upgrading your phone & paying that - so suck it up princess.
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I take a call from customer on a $150 a month plan and another from customer on a $29.99 or $39.99 a month plan.
Which customer will I be most inclined to waive the discount activation fee for?
This is a business and business decition must be made.
If you have one million dollars and walk in to a bank to open and account you'll most likely be handled by the branch manager and this person will summon the operations supervisor, loan officer, and investment manager to meet you.
Money is not everything but will sure put anyone the on the best bargaining side.
Which customer will I be most inclined to waive the discount activation fee for?
This is a business and business decition must be made.
If you have one million dollars and walk in to a bank to open and account you'll most likely be handled by the branch manager and this person will summon the operations supervisor, loan officer, and investment manager to meet you.
Money is not everything but will sure put anyone the on the best bargaining side.
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speck said:
Ex:
"I have been w/ said company for 12 years! I didn't feel I should have to pay this fee! i'll just cancel if i don't get my way!"
Reply: "I agree so I will waive this fee for you because you're threatening to cancel!"
^situations like this^
Actually, I'm on Retention, and the above's not going to happen either.
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Well you have the option of getting a new phones with your AWS plan and pay around $25 per phone for upgrade fees. That's what AWS was chargeing and you weren't changing companys. The $18 is not because your changing companys it's just a standard upgrade fee when your purchasing a new phone.
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