Anyone out there know how to make an account upgrade eligible?
I have a question for people, is there any way to make an account upgrade eligible even when it isn't? It's basically to any reps out there who might know some special tricks. Or some customers who might have found a way too. Thanks.
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There are many factors to consider, but the easiest to adjust is the rate plan you are on. I had a woman who came in to upgrade and it said she did not qualify for an upgrade at this time. She bumped her rate plan up $20 and looked again right after that. Voila! Upgrade time.
Obviously there is a formula for this, which includes other criteria such as length since the last contract started, pay history, account balance, etc.
Also, even if you are not available for a regular upgrade, many customers can qualify for an exception upgrade. The contract must be over six months old, and no other exception upgrades on the line for 12 months.
Again other factors are considered (not all qualify), but if your phone needs to be replaced,...
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Obviously there is a formula for this, which includes other criteria such as length since the last contract started, pay history, account balance, etc.
Also, even if you are not available for a regular upgrade, many customers can qualify for an exception upgrade. The contract must be over six months old, and no other exception upgrades on the line for 12 months.
Again other factors are considered (not all qualify), but if your phone needs to be replaced,...
(continues)
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heh... there is a SOC code you can add... ;) *PRT! (not going to disclose the full SOC code and have people calling in all day trying to get a dumb agent that dosnt know what it is added to their account) :-P Tht's the most special trick I know. But we're not allowed to go adding that to an account.
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haha, yea i remember when that came out and it did ****! god I wanetd to punch the programmer who came up with that STUPID soc code.
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Ha, now it barely works and you usually end up filing billing ticket thanks to people who abused it.
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most ppl I found don't NEED an exception upgrade. the only times i've found where it's valid, is:
out of warranty w/ no insurance, and/or number is out of contract and they are not upgrade eligible (barring any notes saying otherwise)
out of warranty w/ no insurance, and/or number is out of contract and they are not upgrade eligible (barring any notes saying otherwise)
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I love it when people break their phones 4 months into their contract and refused to add insurance and then they call in asking what we are going to do for them. Sell you the full price of a new phone or a nokia 2610 and then they get mad. 🙂 I always tell them you opted not to add insurance.
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Lol or demand we get them another phone. I remember back in Dec 07. Some lady calls me and tells me off because her daughter who upgraded Nov 07 was at college, when someone stole her phone at a party and back then we had no exceptions for them. Well, she wanted to escalate because I told her there was no insurance and she just upgraded. Mind you throws I've been a loyal customer crap to me when it was actually 1yr and a 1/2 in her contract with barely any value. Well the Resolution specialist allowed her to do the 1yr exception upgrade which is nothing like it is now.
Either add insurance or pay the retail price. She basically blamed us for her daughter's phone being stolen. I told her we had no obligation at the party, nor did we have...
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Either add insurance or pay the retail price. She basically blamed us for her daughter's phone being stolen. I told her we had no obligation at the party, nor did we have...
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heh... I gave away a Nokia 2610 yesterday. 😛 lol. Felt bad for the lady, and she'd been a customer since 2001, with 4 lines all LTV of 4.
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Is it odd that I am glad it does not? It cuts down on the abuse with too many dumb reps. Good thing stores can do upgrade reversals when the customer returns the phone to them.
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If they can do them then why dont they? They always tell them to call CCARE.
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Because they don't want to do their job? I've seen plenty of accts where the store did an upgrade reversal.
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