any suggestions?
customer calls in
she is no longer in contract, and went over her mins for the first time ever, and she states that she was supposed to have early evenings beginning at 7 pm. looked over account fully and this acct has never had this promo. she stated that the rep that activated her accnt lied to her then. She seems legit but there are no notes. we can't even add it on now as a retention promo. her adjusment advisor is very low. nothing i can do, right? She went into the store she activated in but they won't help her as she is divested.
she is no longer in contract, and went over her mins for the first time ever, and she states that she was supposed to have early evenings beginning at 7 pm. looked over account fully and this acct has never had this promo. she stated that the rep that activated her accnt lied to her then. She seems legit but there are no notes. we can't even add it on now as a retention promo. her adjusment advisor is very low. nothing i can do, right? She went into the store she activated in but they won't help her as she is divested.
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50% of the overage for trust and adjust, make sure she knows she doesn't have the promo
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she doesn't. but never mind- went to rez and she isn't eligible for even 50% as she had 60 days from start of service to dispute that.. she told me to rot in hell anyways. man customers are great for moral boosters. 😲
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i can agree with the 50% adjustment...bottomline it is the customer's responsiblity to manage their minutes and make sure express what her package includes
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How about this one. Lady calls in with $2500 in roaming charges. What do you do with that? Provided the cust is on a 39.99 local plan.
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I know I was like Gahhhhh!!! when i pulled up the invoice. offered her $600 and she didn't take it.
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I know my sup was like start at 500 and negotiate to 750 if she migrates all three lines to cingular. no go with her. I guess she would rather pay the $2800 bill.
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