This week's Cingular sensation...long
I've spent roughly 10 hours this past week on the phone with cingular. my g/f and i are on at&t's family share plan $39.99 and an additional $9.99. we add on two 5 dollar text plans and our bill averages around 60 after fees/taxes. In the past months our service has declined considerably and I decided it was time to see what Cingular would do about it. I called and spoke to three people for an hour and a half total and was finally offered an explanation and some phones. Supposedly, our phones aren't working b/c they're att phones and they're "hunting the network" but "we can fix this if you sign a cingular contract and use cingular phones." Ok fine, he then offered me a V551 and a choice between a V220 or a Nokia 3120. He then said w...
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ok sorry about the trouble but i have your answer ! you don't have an account with cingular orange only on cingular blue(att) so when you call in to orange customer care of course they don't know what you are talking about because you do not have an account with cingular yet ! and another thing warranty does not cost you anything so here is my advice do the warranty exchange or go to ebay and get replacement phones ! or pay to cancel your contract contacting the bbb is retarded !its partially your fault for not contacting the right department your calling in and speaking to orange reps and supervisors and they canott note your account only blue reps can do that ! your service is not degraded because of the merger I still have att and don't h...
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OK.....so how are we supposed to know who we are speaking with (Blue or Orange) when we call 611 ???
If I have ATTWS GSM Family Nation plan (with Nokia's purchased thru ATTWS) what numbers should I be dialing to get a BLUE rep or BLUE call center ????
If I have ATTWS GSM Family Nation plan (with Nokia's purchased thru ATTWS) what numbers should I be dialing to get a BLUE rep or BLUE call center ????
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The easiest way to know which company you are talking to is, if you dial 611 from a cell phone that is currently on an old calling plan with att then you are calling att if you are calling from a cell phone that has already migrated (and active) you are calling cingular. Or you can ask, too.
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yeah that's what I figured...I suppose I should've mentioned that in my original post...that all the calls I made were from my ATT phone dialing 611...so if I was talking to Cingular Blue reps...I'd appreciate it if some of you didn't say I was talking to Cingular Orange reps...
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Well first of, has it ever occured to you to ask witch department your speaking to? Also the external number for blue GSM is 800-530-9476 again something that is supplied you if you'd ask.
Also as for the deals, they change to fast for even me to keep up and i work here. Whats happened is that what you were overed was either against policy, and no one whats to take the heat for honouring, becuase someone made a mistake, or it expired becuase you took too long.
For the best deal go to www.cingular.com and migrate online.
Any other questions?
Also as for the deals, they change to fast for even me to keep up and i work here. Whats happened is that what you were overed was either against policy, and no one whats to take the heat for honouring, becuase someone made a mistake, or it expired becuase you took too long.
For the best deal go to www.cingular.com and migrate online.
Any other questions?
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Do you remember he is on a shared plan and customers with shared plans can't migrate online.
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I concur... if you are offered a sweet deal on a phone/service/whatever, I would recommend you take it, as the next rep is not obligated to honor the offer, particularly if it is outside of policy. What you are getting in that instance is a rep who is willing to take a risk to resolve your problem, and the next person may not be willing to get the reprimand/be disciplned, or possibly fired to cut you the deal.Some of the calls are monitored, as the recording says, and credits added to an account are tracked. The reps making such offers are possibly risking their jobs because they have been convinced that it is the right thing to do, if you 'think about it' or 'talk it over with your girlfriend', or if you decide to speak to a supervisor or ...
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you could try asking if they have access to former at&t systems...also, if you call from a landline you will be directed to enter your wireless phone number with area code. If you are on a former at&t rate plan you will be routed to a former at&t call center.
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Yeah, that kinda sucks that no rep would note whatever they offered you. I know firsthand (as a rep) that we can only go by what the notes tell us or the system allow us.
On the other side, you mentioned how "whatever company might take over my service is obligated to provide me with proper service w/o forcing extra fees on me." They are providing service should you choose to accept it. They are NOT, however, obligated to provide the same equipment or a certain price. Contracts are for the service- your plan, minutes and bill- no for the equipment.
On the other side, you mentioned how "whatever company might take over my service is obligated to provide me with proper service w/o forcing extra fees on me." They are providing service should you choose to accept it. They are NOT, however, obligated to provide the same equipment or a certain price. Contracts are for the service- your plan, minutes and bill- no for the equipment.
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In regards to the contract thing. I didn't expect them to offer me a plan that cost the same as my AT&T account or to offer me a certain price or anything like that. My wording might've gone awry, I was only referring to my service degredation and the lack of a straight answer as to what's wrong. I bet the spoon always wins...
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Ever heard of paragraphs? Maybe some space between them?? Sorry for the trouble and I hope you get things worked out. 🙂
Will
Will
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A little friendly advise...if you get to a rep that knows what they are doing and they make you a good offer (and trust me, a v551 for $50 is a VERY good offer), don't be a lamor and say, well...I need to think about it....and if you do, don't be suprised when you find it hard to get the same offer again. You snooze, you lose, pal. You know why?? Because most the time when you called in, you probably weren't even getting to the same call center. Cingular may not be that great, but when you are being a lamor, don't expect us to be that great. What expectations can you hold us too when you are being like that??? Oh, and btw, WAH, I'M GONNA GET A LAWYER!!! You think other people haven't tried suing cell phone companies??? Don't you thi...
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I would like to respond to your post right away, but I think it would be better if I talk to my wife first and then get back to you in about three days. Just wanted to put this note in here so that when I get back to you there will be record of my offer to respond. 🙄
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I'll be sure to make a note of that on your account...Though maybe my computer system will be down when you call back... 😛
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Yeah it's your fault that you called customer servie and you didn't know that it was the wrong customer service. Even though they talked to you and told you they were "helping" you. Another great excuse on behalf of the great Cingular clusterflounce. You reps are the greatest!!!!
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So I guess that he passed the offer up like a moron TWICE, thereby creating more work and frustatation for himself, and that fact that he expected cingular reps to be able to notate his at&t account count for nothing? It's not always the reps fault.
A little advice for everyone out there: You are talking to a person OVER THE PHONE. You are not face to face, and the odds of getting back to the same person again are about 1 in 100,000 at LEAST. Why then, if you are talking to a rep who is going to fix your problem, would you hang up and then call back in, automatically expecting every other rep to be able to fix your problem??? You obviously aren't a rep, or else you'd know how it works.
A little advice for everyone out there: You are talking to a person OVER THE PHONE. You are not face to face, and the odds of getting back to the same person again are about 1 in 100,000 at LEAST. Why then, if you are talking to a rep who is going to fix your problem, would you hang up and then call back in, automatically expecting every other rep to be able to fix your problem??? You obviously aren't a rep, or else you'd know how it works.
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What I expect is that when the rep tells me "I'm noting that in your account so the next person will be able to reference the information" he or she is telling me the truth and not pulling my d!*$. It's no wonder at all why Cingular ended up with the greatest number of customer complaints.
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Cingular has the most complaints because we have the largest customer base to complain. Verizon caters to idiots who aren't smart enough to complain, so they don't count.
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I thought that the highest number per million (or thousand, whatever) meant that Cingular had both the highest total number and the highest percentage. Oh wait, I am right after all!!!
I just didn't take into account the Verizon idiot customer factor. Thanks for clearing that up.
I just didn't take into account the Verizon idiot customer factor. Thanks for clearing that up.
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So cingular has more whiners for customers. We provide the best technology, best phones, best network....guess we are going to get the best whiners too. Who else is rolling out a 3G network that will give speeds of 2Mbps plus???? Certainly not verizon. Nope sirree....verizon will cripple your phone so you have pay extra to use their data features. Verizon will tell you to sign a new 2 year contract extension just to change your rate plan. And trust me, if your stupid enough to put up with crap like that, I really ain't gonna place bets that you are smart enough to complain about it.
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It would be nice if people could stop waving the flag and just respond to questions without resorting to abuse or boosterism.
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Well, then the reps he spoke to should have told him that when he asked them to notate his account. If they can't do it, fine, then he'd know that he needed to get the decision done then and there, but they shouldn't have said they would when they could not.
On the flip side, if I was him, I wouldn't have kept asking them to notate my account when it wasn't getting done. If I had to talk to my SO, I would have gotten that person there when talking to customer care, since the notating was apparently not getting done despite promises.
On the flip side, if I was him, I wouldn't have kept asking them to notate my account when it wasn't getting done. If I had to talk to my SO, I would have gotten that person there when talking to customer care, since the notating was apparently not getting done despite promises.
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thats where i have a hard time believing that part of the story if all these reps could not notate his account why would all of them lie ? i can see maybe 1 or 2 but not that many i think he fabricated that part
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Just like the reps that are completely non-helpful fabricate their answers back to customers?
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i dont know about that ohh wait i do ..we only do that when people that are assholes when they call in !
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it is possible that the first rep was a former at&t rep and the next call was routed to a cingular rep, or the first rep noted the account in the user accounts section of siebel and the subsequent reps were looking in the billing section. Siebel is somewhat awkward, I know it, as does anyone who uses it. We are sorry, most of us try to be at least fair to customers calling in. The advice regarding taking an attractive offer when it is offered is valid, though perhaps not expressed particularly well. I apologise on behalf of my less arrticulate colleagues
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thank you much...they were all very friendly and at least sounded sympathetic toward my plight (except i think 1 person)...as far as the call routing...yeah maybe i was pawned off on a cingular rep after an att rep...all they said was we'll transfer you to someone that can help you more than i can...or when i asked to speak with a supervisor i'd be connected with one...
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Honestly, I can't see any Orange manager taking a blue call, unless they were a former Blue manager. Im not so sure about the call routing thing, I don't know any Orange rep that would take a call like that since we can't promise anything since we are unable to do migrations so therefore couldn't offer you anything. As a former ATTWS rep I still have access to some systems, but not all. I cannot note a GSM account but I can view it, I can access and note a digital account however, it is rare we get digital calls. I do apologize you went through it, I know it can be frustrating, and like someone posted if the reps are new to that system they wouldnt know how to view all the notes correctly. Which since most of the blue reps we originally had ...
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more likely you were transfered to a resolutions rep, though the lack of notation seems odd, since they note everything. If you got the hold music, and then had to start over again from scratchyou might have been placed back in the que, which shouldn't happen, but ashas been pointed out, many former aws reps are being trained and transfered over to cingular systems, so there may be a thinning of the experience pool happening on the aws side.
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you know what, rep or not, if the person is told they were documenting the call, like every call that goes into cs is supposed to, you would think the next rep whoever it may be would be able to find the notes and understand what the deal was. it is not unreasonable to assume that the customer is frusterated with cs.
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The original poster wasn't asking for any advice or help. He was clearly writing to vent about his frustrations, and he accomplished that. Of course when you post a lengthy story to vent, you open the door for others to vent as well, and they have accomplished that too.
By the way, I don't work for Cingular, but I did find it prtty funny when he got the original offer that he meditated on for 3 days again, and then asked for more time to think it over... 😳
By the way, I don't work for Cingular, but I did find it prtty funny when he got the original offer that he meditated on for 3 days again, and then asked for more time to think it over... 😳
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I'm surprised that these people can even login to a computer and defend the company. Honestly though, has there ever been a less friendly, intelligent or functional Customer Service Center in any department of any industry in the history of the United States?
My advice to anyone that has to deal with Cingular is to get their Corporate # for your region and speak to them directly. Even Sigman knows his low level people are idiots, you gotta just skip that step entirely.
My advice to anyone that has to deal with Cingular is to get their Corporate # for your region and speak to them directly. Even Sigman knows his low level people are idiots, you gotta just skip that step entirely.
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Low-levels are idiots, huh? Well genius, that's a superb blanket you have there. Wow, I am shaken to the core with shame beca.use of your absolutism. No, really, I am
I wish you would call the corporate centers, because you sound like just the kind of douche that would call in over roaming charges that you incurred because you had no clue what your plan was, had never been charged roaming before, and assumed it was because you had a no roaming plan. Then I would guess you would berate the representative by calling them a liar, and threatens to take all their phones to VZW if you don't get 'satisfaction'. Then, you'd demand a supervisor, and then get all bitter and mad while the supervisor tells you the same thing.
Seriously, it's people wi...
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I wish you would call the corporate centers, because you sound like just the kind of douche that would call in over roaming charges that you incurred because you had no clue what your plan was, had never been charged roaming before, and assumed it was because you had a no roaming plan. Then I would guess you would berate the representative by calling them a liar, and threatens to take all their phones to VZW if you don't get 'satisfaction'. Then, you'd demand a supervisor, and then get all bitter and mad while the supervisor tells you the same thing.
Seriously, it's people wi...
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not all of us are idiots. there are those that do know what their doing in the departments
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In their defense they were very friendly about the whole thing...and while some did seem clueless...others actually did seem like they had a grip on what was going on...it was just the fact that all the first level people i would speak to would make a note on the account but my transfers weren't noted...
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I am a Custoemr Service Rep and I have never worked in fast food. I have a degree I am very good at my job. you should try this job for a day you could not handle it.
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I love how telesales can undercut store prices. It's just such a wonderful feeling to be competing for business with the company you work for.
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Buzz....WRONG ANSWER....telesales has about the same prices as cingular stores. And even if we are a few bucks cheaper...we ship it as opposed to getting it at a store....which would you rather do???? 😳
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Every offer he was quoted was much lower than a retail store. Look it up.
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You know what your fist mistake was,
Talking it over with your girlfriend. It was the Man God's way of punishing you.
Talking it over with your girlfriend. It was the Man God's way of punishing you.
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Ok I work for the telesales department and I have customers calling in all the time saying they went to the store were treated like crap. Or outright told go to the internet to get the best price. Do the stores not work off of commision or do they really just not care???
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I'm sure both sides have bad employees. I work off commission and therefore would rather have them buy from me, but once they start trying to get things from me for free I immediately wish they hadn't come in. I may still give them a good deal on accessories, but I'm really not feeling it. I think I just hear it too often.
I never bring up the internet, but if people ask me about it I'm not going to lie to them. Some prices online are better, and I'm sure some aren't. The big difference is the return policy, because you sure can't return a defective internet purchase to my store.
I never bring up the internet, but if people ask me about it I'm not going to lie to them. Some prices online are better, and I'm sure some aren't. The big difference is the return policy, because you sure can't return a defective internet purchase to my store.
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It's funny to go into a cingular store, which I did, and have a cingular employee tell you that they suck. But, store sales are typically higher b/c you have to factor in commission, salary and rent. Telesales offers much higher volume and with that lower prices. If one person in the store sells to at best 15 people a day versus a telesales person that can sell to over 50 the savings get passed onto the consumer...sounds like a walmart commercial...
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No you can't reutrn an online order to the store. that is what the "return" lable is for. Say it with me now R-E-T-U-R-N L-A-B-L-E. 😈
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I rue the day that free phones have become commonplace.
Whatever happened to buying what you pay for?
Why does everything have to be free?
It's not even a bonus anymore, it's expected.
I hate dealing with customers who expect something should be free.
Nothing should be free.
Dammit.
Whatever happened to buying what you pay for?
Why does everything have to be free?
It's not even a bonus anymore, it's expected.
I hate dealing with customers who expect something should be free.
Nothing should be free.
Dammit.
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Some think that everything should be free. ie: the $18 upgrade fee. Suck it up!!! $18 for a discounted price on the phones, S&H, activation. How is $18 too much? People think that they are some important person or some all mighty customer and they deserve everything for free because they've been with us for 3 years. What about those customers that have been with AT&T since 1994, why aren't they complaining?
What makes you so special that you should get a free phone? (not you personally, the customers)
What makes you so special that you should get a free phone? (not you personally, the customers)
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Funny you should mention that. i just had a cust call in about that fee. Us see someone forgot to mention it to her. The call went something like this:
Caller: "what is the 18 upgrade fee about."
Me: "Its a stanadard admin fee blah, blah"
Caller: "Well i don't think that I should have to pay it. it was sappose to be free phone, Blah, blah I'm special, something illogical blah, Blah."
Me: "*gave instructions on how to use the return lable*."
Caller: "How come you haven't asked your supervisor to waive."
Me: "becuase can't waive it either."
Caller: "Go ask him"
Me: "please hold......................................... ............................................. ..
He said no."
Caller: " i thought i was going to speak to him."
M...
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Caller: "what is the 18 upgrade fee about."
Me: "Its a stanadard admin fee blah, blah"
Caller: "Well i don't think that I should have to pay it. it was sappose to be free phone, Blah, blah I'm special, something illogical blah, Blah."
Me: "*gave instructions on how to use the return lable*."
Caller: "How come you haven't asked your supervisor to waive."
Me: "becuase can't waive it either."
Caller: "Go ask him"
Me: "please hold......................................... ............................................. ..
He said no."
Caller: " i thought i was going to speak to him."
M...
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90% of the problem with the $18 fee is the way its explained to the customer or not even explained at all. I'm not saying I know the answer but when an existing (elligible) customer walks up to you and says, "yeah, I wants me one'a 'dem free phones!". Maybe the response should be something a little better than, "...fine, you want the freebies, you're gonna' pay a fee!".
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No, just say sure lets look at phones, let them look at the phones and if they seem interested just say okay, there is some more info you need to know, first we need to pick out a new rate plan that is compatible with the new phone, there is an upgrade fee of only $18, (Over the phone of course) we need credit card and drivers license info and we can set you up with this new phone and new plan today. or something like that, the $18 isn't the end of the world and it isn't the first thing people need to hear. Reps can be nicer than that.
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Like you should have to pay to post in this forum, right? I think you mean to say that nothing should be free for somebody else.
Customers are "paying" for these so called free phones - they pay each month for the service, they buy accessories and upgrades, and they are responsible for additional payments if they choose to break their contract. Cell providers play the free phone game very competitively in order to entice customers to buy their products (i.e. service plans). Customers did not invent the game, they are merely taking advantage of shopping your company in a highly competitive industry. It's not a new phenomenon. I can remember when you could get a very expensive brick phone for a $25 McDonald's donation in 1994.
Customers are "paying" for these so called free phones - they pay each month for the service, they buy accessories and upgrades, and they are responsible for additional payments if they choose to break their contract. Cell providers play the free phone game very competitively in order to entice customers to buy their products (i.e. service plans). Customers did not invent the game, they are merely taking advantage of shopping your company in a highly competitive industry. It's not a new phenomenon. I can remember when you could get a very expensive brick phone for a $25 McDonald's donation in 1994.
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I think you just answered your own question. They pay each month for the SERIVCE, they BUY ACCESSORIES, and ARE RESPONSIBLE for overages occured. How many of these items you just listed are charges for the phone??? None of them. Remember, the phone was FREE!!!!
So next time you call in complaining that you got a free phone, and it's a piece of crap, remember this: YOU GET WHAT YOU PAY FOR!!!
Do you think the companies are stupid??? NO, that's why the offer stupid little cheap crappy phones for stupid little cheap crappy customers. The people who know the value of a phone and are willing to pay it usually have virtually no problems with the cell phone company. Why?? Because they bought a quality phone.
So next time you call in complaining that you got a free phone, and it's a piece of crap, remember this: YOU GET WHAT YOU PAY FOR!!!
Do you think the companies are stupid??? NO, that's why the offer stupid little cheap crappy phones for stupid little cheap crappy customers. The people who know the value of a phone and are willing to pay it usually have virtually no problems with the cell phone company. Why?? Because they bought a quality phone.
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You're missing the point. None of these items is discrete. You need the service for the phone, you need the phone to use the service, etc. It's a package deal like free floor mats with the car you buy or free cable box with cable tv. If you get a two for one deal on anything you don't expect less from the second or free item just because you got the deal.
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So??? You can use ANY cable box with your cable service. You can use ANY floor mats in your car. And you can use ANY cell phone with your cellular service. We give you a deal on the phone so you will buy the service. It's never been about the phone. If you'd think a bit, you'd realize that. The phone is simply the middleman between you, and what you are actually paying for, which is the service. And it doesn't matter what phone you use, as long as it can work with your carrier's signal. See the point here?
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Well maybe we are saying the same thing. What I do know is that the carriers have perpetuated the free phone fiasco to the point where it has become a major source of irritation and/or frustration for stores, agents, customer service and consumers.
What would happen if a carrier decided to charge regular prices for phones but be hyper-competitive with rate plans and service? Refreshing approach? I'd go for it!
What would happen if a carrier decided to charge regular prices for phones but be hyper-competitive with rate plans and service? Refreshing approach? I'd go for it!
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The stores are a great source of comedic relief. One store guy told me that "all Motorola phones are unlocked, that's their policy". Another guy in the same store told me that the Nokia 6230 wouldn't work on Cingular anymore and that's why it's not on the web site anymore. Watching these bozos interact with customers is a fascinating study in pure bull manure. Of course this only drives calls to CS up in order to resolve all the half and non-truths customers were told in the first place.
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Ok, I never expected to speak to the same person for a second time in a row, I understand how CS works. I also needed to discuss things with my g/f b/c I am away on business and with the way things change I'd rather discuss things with her. We're both finishing up college and finances are tight, so I need to know if it'd be okay to shell out what's required. And since I don't have access to our accounts right now it was up to her to figure it out. And like one of you nice people said regarding your expectation of CS to do what they say, that's what I was doing. If you tell me you're going to do something then what am I supposed to do, think you're lying? I can only go by what I'm told, and all the reps that responded to my post telling...
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Oh btw...I had to check with her b/c she'd be paying more each month as well with the new contract, which I was made aware of when I tried to follow through on the offer...and why I didn't cash in on the offer this last time was b/c then all of a sudden they wanted $220 up front which we can't do right now...though I admit I should've probably cashed in on the offer when the guy told me he would do it for $49.99 for both phones...its just tough when things change day to day and I can't jump on things based on finances...
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hmmm, guys i did not know that blue cs reps could sell orange service and phones ...well over the phone! any help?
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I did two today myself.
As for the motto 551. I can that phone to you for the low low price $149.99 each on a 2yr. 199.99 on a 1yr.
As for the motto 551. I can that phone to you for the low low price $149.99 each on a 2yr. 199.99 on a 1yr.
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You said they offered it to you before and you said that you would have to talk it over with your girlfriend. Did you? If so then why did say you'd have to think it over again when it was offered again? Don't you think that it might have been a smart idea for both of you to be on the phone or at least in the same room when you discussed this with CS? Seems you could've avoided a lot of problems. 😉
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Things change from day to day on our side of the phone as well, and it frustrates us no end as well.
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croft, you had your chance at the deal, and you didn't take it. right or wrong, good or bad, you missed the boat.As has been pointed out in other threads, offering anything beyond what is covered by policy can be worth your job, so don't be suprised that rep b isn't going to risk unemployment for you.
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SORRY!
Given the quality of personnel there, not suprising though.
Raising the bar is propaganda.
Given the quality of personnel there, not suprising though.
Raising the bar is propaganda.
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No, Bush's political campign is proganda. Raising the bar is crappy advertising, that stupid poeple think they can though back us when we refuse to give them idiot credits. 🙄
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Warranty exchange means you will get a like for like exchange of wireless equipment(meaning a refurbished phone, same model or one of equal value)for your exsisting defective phones *if* the manufacturer does not find physical or liquid damage on the devices. The advantage over shopping on ebay is you are getting phones with some customer support, and an additional 90 warranty against defects if you go through warranty exchange. If you buy phones on ebay and you have any trouble with them you will have no recourse.Cingular does not have to waive migration fees or equipment costs as they are not forcing you to move off of your former at&t plan, youare simply having the advantages of migrating your service described to you by Cingular staff.
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DON'T FORGET!
If you used a check card or credit card, they often extended warranty from the manufacturer!
Most people forget this!!!!
CHECK YOUR OPTIONS (pun intended)
http://www.bankofamerica.com/deposits/checksave/glos ... »
If you used a check card or credit card, they often extended warranty from the manufacturer!
Most people forget this!!!!
CHECK YOUR OPTIONS (pun intended)
http://www.bankofamerica.com/deposits/checksave/glos ... »
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OMG...call 1-866-293-4634, and ask for the SAVE team. Regular cust care IS NOT supposed to be offering migrations. They DO NOT have the same promotions we do. Ours are better! NO UPFRONT CHARGES!!!
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You are only supposed to call save team if the customer is threatening to cancel, moron. That's why they are called the SAVE TEAM. If a customer isn't being irate, get them to customer care.
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see people like you are the problem i bet you say this all day long "hey cusotmer just call the save team i fyou cant get what you want from cusotmer service !" that is bullshi* you re only suppose to call the RETENTION dept when a cusotmer treatens to cancel not to get a better deal ! that causes a lot of problems with cs because we have to call retention and wait for 10 mins for someone to pick up the phone tell the rep the problem and then listen to that rep ask you if you offered to save the customer (no i thought id just jack up my handle time and transfers to call you guys) and then finally the save team gives them a free v551 for a 2 year contract
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