Yes- this is also in shoptalk-- Q for Cing COR Reps....
I saw a previous post about how customer care is sending people to the wrong places and such, giving people wrong information... Out of curiosity-- what are the biggest issues when CCARE sends customers to the stores? I'm only asking because I am in a call center and just wants to know specifically so I don't make the same mistakes...
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As an agent I see these things on a daily basis. We don't do warranty exchanges, we don't do free SIM cards or accessories, we don't take things from online, we don't honor COR offers and we don't do insurance claims. Many times customer care will send people in for this and then they blame us that we just don't want to do it for them.
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Will COR stores in your area do instore warranty/insurance claims? I have never heard of any around us doing it.
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I know they do warranty if they have the phone in stock. Or if they know it is not avail they give the closest thing same as the warehouse does. As for insurance I have not seen this done but we get people coming in to the store for this service.
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Clarifying, they come in because they are referred by customer care. We get the ones that just assume but many are told to come here.
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Stores aren't supposed to do warrenty exchange unless the phone is within 30 days of purchase. insurance claims are all handled through Asurian, not stores.
The confusion lies because business customer's or customer's attached to a business sponsership get free SIMs.
The confusion lies because business customer's or customer's attached to a business sponsership get free SIMs.
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Then they probably do it just so the customer doesn't throw a fit, I didn't know for sure but I have seen it done.
It seems like every customer that gets an 'insert sim' error or locks theirs up by entering the wrong PUK code calls care and care tells them go to a store for a free replacement. Usually we have them pay for one and call care to have tha amount credited to their bill.
It seems like every customer that gets an 'insert sim' error or locks theirs up by entering the wrong PUK code calls care and care tells them go to a store for a free replacement. Usually we have them pay for one and call care to have tha amount credited to their bill.
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