Why don’t cingy have tech support in their stores?
That’s just whack that cingy don’t have in store technicians to help their customers out. That’s got to be one of many reasons that da customers be bailing hard core on them. When I walk into the verizon store I feel like I’m pulling into a Les Schwab they come running and solve any problems I got or swap my phone out on the spot. Cingy needs to be able to do that for its customers don’t you think?
...
ummm VZW doesn't swap your phone on the spot
you can leave it with a tech for a few hours or overnight but they're not going to just give you a new phone so easily
my friend with a VZW treo swapped 3 times with customer service and each of them had their own issues
yeah, I know the treo isn't a good indicator of what goes on with vzw but still, you're either going to an unusually cool store or you are guilty of exaggurating their service
you can leave it with a tech for a few hours or overnight but they're not going to just give you a new phone so easily
my friend with a VZW treo swapped 3 times with customer service and each of them had their own issues
yeah, I know the treo isn't a good indicator of what goes on with vzw but still, you're either going to an unusually cool store or you are guilty of exaggurating their service
...
Ummmm... wrong... There are some issues that will require to leave the phone for service (if the issue with the phone is not immediately evident). If, though, there is something obvious like the display not working, keypads not working, batteries/chargers malfunctioning, camera not working (you get the idea), the phone will be swapped on the spot, pending there is still a warranty on the phone, the phone is in stock, and the phone has not been physically damaged in any way. Sorry to burst your bubble man.
...
i think he is guilty of exaggurating. vzw does have tech support in their store in my area but the store is so damn busy all the time with "that or this" that buy the time you can get helped you've been there for well over an hour. and 9 out of 10 times the little **** 👿 doesn't know what he is doing anyway so he tells you to "leave your phone overnight and i'll have it looked at".
you come back tomorrow the give you a referb and send you on your way.
you come back tomorrow the give you a referb and send you on your way.
...
cingular and t-mobile have simular help options but you have to go to their corp store where the guy's are "dedicated" to phones and not letting any electronic device defeat them.
...
cellularman2006 said:
cingular and t-mobile have simular help options but you have to go to their corp store where the guy's are "dedicated" to phones and not letting any electronic device defeat them.
LOL. I agree. A lesser electronic device must die
...
this is not strictly true. At least, it isn't in all cingular stores. I went to our local cingular store, and they were basically clueless, told me that if I wanted a software upgrade, I'd have to send my phone to the service center becuase "we don't deal with tech issues at the store"
...
thats is that store. in my area we have an old blue and an orange store the blue store reps are a little angry about taking time out to help with a tech problem (but they still get it done). the orange guys, they are freakin gungho about it. so all in all they try their best and 95% of the time get the job done.
...
I just see it as a small part of cingulars overall problems. The fact the T-mobile even signed up more customers has got to be a big red warning light for the executives over at cingualar. I can easily see why they are failing; the stores I go into are under staffed, and look shabby. The bottom line is I never get a feeling of professionalism when walking in. Its feels so ghetto. When I walk into a T-mobile store they bust and move and are very friendly and professional. Its obvious Cingular really needs to start over again, from the bottom up. They are losing their asses. I feel they still have a chance to be good, I just can’t see it anytime soon. They definitely need a new business model.
...
nygiants said:
look at where you live man, i think that says it all 🤣 😲
Yeah the Redmond hill is such a horrible place to be, I'm not sure why all these Microsoft executives live here 🙄 🙄
...
yea alot of stores are getting overhauled... our store was built 2 yrs ago (a blue store) and was remodeled after the merger, and is getting remodeled again in jan...
...
What is funny is you have no idea what is going on yet you post this "I know why they are doing bad".
This has been covered many times by people who actually are interested rather than by people who wish to troll.
This has been covered many times by people who actually are interested rather than by people who wish to troll.
...
That's a possibility, as the store in question (actually, I think all the stores in this area...) are former "blue" stores..there was no cingular in this area until the merger/buyout/takeover/whatever 😈
Of course, the reps are possibly peeved that they are making much less than they used to (at least those that still there from "before") so it is at least somewhat understandable....
😈
Of course, the reps are possibly peeved that they are making much less than they used to (at least those that still there from "before") so it is at least somewhat understandable....
😈
...
mupi said:
That's a possibility, as the store in question (actually, I think all the stores in this area...) are former "blue" stores..there was no cingular in this area until the merger/buyout/takeover/whatever 😈
Of course, the reps are possibly peeved that they are making much less than they used to (at least those that still there from "before") so it is at least somewhat understandable....
😈
They need to start weeding out all those bad apples.....the company is just full of people with chips on their shoulders...Great customer service will never happend. The cycle will continue unless they do a complete overall.
and damn, if the black razr just isnt the biggest pos out there...
(continues)
...
rambofone said:
and damn, if the black razr just isnt the biggest pos out there...hope the next is better
LOL 🤣
Of course, I have thought that about the RAZR line since it was introduced so...what do I know.. 😈
...
The razr is more fashionable than "useable" yea it has all the features, but none of them are GREAT...
...
mupi said:
Of course, the reps are possibly peeved that they are making much less than they used to (at least those that still there from "before") so it is at least somewhat understandable....
😈
Thats a good point. Can't really expect top-notch Cadillac customer service from reps demoralized 'cus they pay is bein' cut.
I personally hate dealin' with sales guys who don' care and/or is angry. Life's too short.
...
rambofone said:
That’s just whack that cingy don’t have in store technicians to help their customers out. That’s got to be one of many reasons that da customers be bailing hard core on them. When I walk into the verizon store I feel like I’m pulling into a Les Schwab they come running and solve any problems I got or swap my phone out on the spot. Cingy needs to be able to do that for its customers don’t you think?
We hold the manufacturer accountable for its equiment. Think of it as a warranty for your lexus... YOu buy a car and find out that it is a lemon, the manufacturer has to buy it back from you as long as it is less than 15,000 miles in most states).
...
Yea, but lexus isn't making 60+ dollars off of you every month.. more if your phone works 😲
...
techs used to be in every store, but people started complaining that wait times were to long for them, so Cingular decided to do everything over the phone so you didn't have to "waste" your time in the stores... Now it's on the other foot and people are complaining they want to do it in the stores... so they offer a tech that is a "nearby" store... ours is about 40 mintues away... go to your local store and ask where the nearest tech rep is located.. if they don't know, ask for the manager, they should know.
...
colione112 said:
techs used to be in every store, but people started complaining that wait times were to long for them, so Cingular decided to do everything over the phone so you didn't have to "waste" your time in the stores... Now it's on the other foot and people are complaining they want to do it in the stores... so they offer a tech that is a "nearby" store... ours is about 40 mintues away... go to your local store and ask where the nearest tech rep is located.. if they don't know, ask for the manager, they should know.
I am a former BellSouth Mobility/Cingular technician. Most of the techs laid off in my market went to Verizon. IMHO getting rid of the techs for the "unified customer experienc...
(continues)
...
yea we do have them in our area, but they centralized it in a store about 40 mintues away. We give people the option to go see him, or use xbm..
...
Cost.
Having all tech support over the phone allows the whole process to weed out people that don't really have problems just stupid questions. In the store it would not be easy to turn someone away that swears up and down that the volume buttons don't work on their phone and take up valuable time.. where as they are likely to never even call in because they truly know its not really a problem. RTFM!
Most phone problems aren't even repairable, if the problem is not on the network side, then its cheaper to warranty out the phone and give the customer a refurbished one. Customers can keep their handset until the new one arrives, if they are terribly impatient they can expedite shipping for a fee.
Holding refurbished phone inven...
(continues)
Having all tech support over the phone allows the whole process to weed out people that don't really have problems just stupid questions. In the store it would not be easy to turn someone away that swears up and down that the volume buttons don't work on their phone and take up valuable time.. where as they are likely to never even call in because they truly know its not really a problem. RTFM!
Most phone problems aren't even repairable, if the problem is not on the network side, then its cheaper to warranty out the phone and give the customer a refurbished one. Customers can keep their handset until the new one arrives, if they are terribly impatient they can expedite shipping for a fee.
Holding refurbished phone inven...
(continues)
...
Yup it is due to cost, but customer service costs. Don't think of an in store technician as someone who is there to make money, think of them as customer service agents in the store. Sorry, as a technician I KNOW many problems can be repaired on the spot. Giving the customer the option of paying a little to fix a physical damaged phone is much better than forcing them to buy a phone outright if they don't have insurance or are not eligible to upgrade. Also as a former corporate tech we were held accountable for our inventory and I NEVER had missing warranty exchange units (unlike the shrink that happens in all retail). Finally, a phone cannot be properly diagnosed over the telephone, most customers are not as familiar with their phone a...
(continues)
(continues)
...
that would be ideal in theory, although centralization is cost effective in some matters
...
What theory. I lived it for 7 1/2 years as a retail store technician for BellSouth Mobility/cingular. Customer Service is never cost effective, it is a necessary expense.
...
