Shop Talk

I work in the wireless industry making cellphone IC's but I find a lot of information here. Sorry if I'm in the wrong forum but I thought this would be the best place to ask.

I know that T-Mobile is owned by Deutsche Telekom and that VZW is partially owned by Vodafone.

Question: Does at&t mobility have any foreign ownership or investors?

I have heard that at&t has a lemon policy stating that if you have done 3 warranty exchanges on the same device for the same issue they would let you choose a different phone. Can anyone confirm this? Thanks

That's what our call center is pretty much telling us to do. We are at the tail-end of White Glove training, which came with a few surprises.

With all this new responsibility we are attaining it comes with some lovely new perks.

1) No pay raise. They figure we should do this with the same pay we have been recieving and if we don't like it, they'll show us the door.

2) They completely changed our schedules on us. I used to work four 10-hour days from 8 AM to 6:30 PM, with Wed, Thurs, Fri off. Now they decide to make my team's shift from 11 AM to 9:30 PM with Tues, Wed, Thurs off.

This may not seem like a big deal to most, but to completely change everything around on us without giving prior warning or any choices...it just seems w...
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Why are you on hold for so long when you call? Well let's see. 99% of all customers are sheep and act and think (that's if they CAN think) the same way.

Lets figure YOU spend, oh, 3 minutes griping to me about old long you had to wait. That's 3 minutes longer someone else might have to wait. I'm just one of thousands of reps taking calls. Lets just say there are 10,000 customers at any given time calling any given carrier. Suppose... oh... 700 people are calling into Care for something, and whine for 3 minutes about being on hold. That would be 2100 minutes. 2100/60 minutes to the hour, and you'll get 35 hours. 35 hours that, if you kept your mouth shut and let me work, you probably wouldn't have to hold.


Bottom line - SHUT UP AND ...
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I love cust that are completely logical...

if only..scenario:

C: I am here because I am tired of paying huge bills. I was told that my bill should never be over $*** a month. Why is it??

Me: 😳 ..Well it looks as though you brouhgt it with you. Let me pull up your account and then we can look at it.

Pull up account....of course they do not know their number and have to say their entire SSN out loud before they *whisper* the last four of their SSN to let me access the account.

Me: Sir it looks like the overage is due to text messaging.

C: That cannont be!! There is a texting package on there.

Me: Sir there is a texting 50 package for 2.99 that was put onto one line in Jan of 2005. Those 50 messages are only for that l...
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who's voice was the perfect frequency to make ur head just feel like it was gonna pop

she was in here for bout half an hour
and she was talking loud as hell too

damn my head hurts

Alright, your phone is dialing out on it's own, let me help you. I know, I know, you've never let your phone get wet. I know, I know, your phone has no damage to it at all. Good.

Oh, wait, the LDI is red you say? Solid red, or white with red dots? Solid? Oh, well that's a shame, because that means your phone has been exposed to moisture.

Yeah, that is a problem, because it means that your phone is no longer in warranty, but we do have some out of warranty options. I can get you the same phone you have now for $65, or
you can go to a store and purchase it. Whichever you'd prefer.

Well, since this is a prepaid account, the charge would go to your credit card.
You have 15 lines, you say? Prepaid? Wow. Well done.

That is a good q...
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and will make your experience in the store as slow and as painful as possible if you say or do any of the following either in the beginning, middle, or end of the conversation.

But I have been with you for 50,000 years!

Is this how you treat someone who bills $40/month?

I never got the phone wet! (with water still in the screen)

If you tell me you use the phone for "your business" / this is my business phone! (when they are on the $39.99 plan with no features)

Demand a credit because you were so inconvenienced to have to bring your phone in to get fixed. Do you demand that the dealership cut you a check if your car breaks down? No I didn't think so.

If you are a repeat visitor for the same issue when there is clearly no is...
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my boss has me opening the store and working for him so he can play gta4 😢

So, today is the last day that I am working at my big beautiful store. I've been here since the day that it opened and now I have to leave it all behind. All because at&t corporate can take over my store and make it into a mega store!!!
☹️ 😢 ☹️ 😢

So a customer calls in looking for a battery for his phone.

M- Thank you for calling Tmo how can I help you?

C- I need a new battery for my phone.

M- Ok what kind of phone is it?

C- The model number of the battery is XJ124144532

M- Ok well the model number of the battery doesn't help me, its easier if you just tell me who makes the phone.

C- I don't know its palm

M- Ok so you have the treo?

C- (silence)

M- Sir you still there?

C- I don't know my company gave it to me and I all do is make calls and check email.

M- Well you said it palm so its the treo correct?

C- The battery model number is XJ15415423

M- Well sir I have batteries for nokia and motorola in store and I can order any other for you and you ...
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i was switching this customers plan for him and as i was doing that he was asking me if i was white or hispanic... 👀 👀

in my head im thinking "does it matter?"

I mean what the hell man?!!! why are customers so ignorant at times

So it's another wonderful day for Sprint customer care. Ha.

We're going through training for White Glove right now. Anyone else been through this training?

Ok listen...
Ever since I was a little boy in the old country, I've wanted to take calls from people in a call center for a cell phone company...YAY! my childhood dream has come true...

then dont, silly customer.


you set yourself up for failure when you use that line.

to me, that means you know youre an ass and are trying to make excuses for your behavior.

no excuses joe customer

So my friend and I are considering a move to Las Vegas (from Oregon) in a few months, and I was wondering if anybody knew of any customer service call centers in Vegas, preferrably for a cellular provider. I currently work in customer care for Sprint, and have for a year, so a job in another center would be an easy transition. I did a brief search last night online, but didnt seem to be able to find any. Anybody work in a center in Vegas? Or know of any positions?


Thanks
Jeremy

I just came across this gem of a notation a few minutes ago.

"tt mis hunter ask for his account i esplaint the balanse she tell me pay in mashin"

Wow. Just...wow.

does any one know how the structure is going to change with this whole red carpet, CSAT shananigins?

for all the sprint employees out there that had that mandatory meeting today. how about this new customer service change huh? they are going to have us sales reps acting like customer care now what do you think?

i think that they should split the store back up again then to sales/customer service but thats just me..

and does any one have any idea how our commission structure is going to change? i herd it is going to be like 40ish percent based off of CSAT, but i dono how true that is..

anyone with any input?

I'm thinking about getting Metal Legs. It's a risky procedure but its worth it!!!

What do you think?