Customer care question
Does anyone know to get CC to stop sending people our way to do things only a corp store can do? We are indirect.
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Call every rep at cc and tell them to stop sending them your way... 😁 It happens to me too. direct tmobile store is lazy right about us and tells customers to come down here for crap we've never carried. never ceases to amaze me how lazy people are.
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LOL...It sucks because it's a lose, lose situation. It makes us look bad cause we don't have the tools or are limited to what we can do. It makes Tmobile look bad for sending people in the wrong direction and it pisses off the customer something dirty, especially the ones who drive 20+ miles to get thier problem fixed.
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As someone who's worked for T-Mobile for over 3 years, I can tell you that we do everything we can to NOT send people to Indirect dealers. Anytime reps refer customers to a dealer, it's supposed to be to a T-Mobile Direct dealer since Indirect dealers can't really help anyone but new customers. Sometimes customers are sent to you guys because there are no direct dealers close enough. Sometimes we tell people to go to a direct store and the idiots just go to you anyway and say we sent them to you. Please understand that we don't want them going to you either.
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As a newbie who also went through the whole glossary on the site, what exactly is the difference between "corporate" and "indirect" dealers. I had an unfortunate trial period with Cinglular customer service and was told because I purchased the phone from an indirect dealer (third tier, whatever) that any of my questions or problems had to go to them, even though I have a Cingular store 5 minute walk away. Thanks for any help. Again, I did the best I could to look for this info on the website, to no avail.
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Corporate is owned by Tmobile. Indirect are not owned by Tmobile, just licensed to sell Tmobile.
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Thank you for the answer, and with all due respect I could have figured that out. What I was asking is the differences in customer service, sales, and technical help between the two. As stated in my original inquiry, I had an unpleasant experience being told two different things between Cingular customer service and the dealer I bought the phone from. Just asking for some clarification here. Thanks.
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In truth, corporate should still help you, even if you did buy the phone elsewhere. The problem lies in the fact that some people are just jerks and don't want to help you. They are paid on commision so they only care about selling you a phone, not on providing you, and existing customer, with customer service. It sucks, but I hear it all the time. Shoot, when I worked for a company that sold Verizon, T-Mobile, and Sprint I would help out customers who would bring their Cingular phones to me. It was usually something simple like programing a certain ringtone or helping them set up their voicemail. It doesn't take a lot of time, but some people think it's not worth their time. That's why the world will never see peace, because people are just...
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Thank you. I kind of understand, just wish I could find a sort of "blow by blow" analysis of which would be better. But I appreciate at least a bit of an honest answer. I've just gotten tired of Verizon disabling their best phones and am looking for all the info I can before ditching them for some other carrier. Regards.
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Lemme tell ya my experience, to give you an idea of what would be better. 1. I am very biased, and will only go to corporate stores. That is my warning to ya :-)
From my experience, Indirect stores care about commission. Period. They will sell ya a phone, because they never have to deal with you again. You make payments, Troubleshoot, and have all of your service through the carrier.. so what would make them concerned with your business? Also, I would not recommend going to an Indirect store for an upgrade, because they'll likely tell ya ya have to get a new number to upgrade, and well, that just iosn't true. That is called a new activation. it will result in an activation fee, and losing your number, and losing your tenure, and let me tell...
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From my experience, Indirect stores care about commission. Period. They will sell ya a phone, because they never have to deal with you again. You make payments, Troubleshoot, and have all of your service through the carrier.. so what would make them concerned with your business? Also, I would not recommend going to an Indirect store for an upgrade, because they'll likely tell ya ya have to get a new number to upgrade, and well, that just iosn't true. That is called a new activation. it will result in an activation fee, and losing your number, and losing your tenure, and let me tell...
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