Activations reps
So here’s my conundrum, I’ve been with Sprint off and on several times. Each time I close/cancel my account (in good standing).
Although after the first time it’s been a complete hassle to start a new account. Not only for me but for the store rep who’s on the phone with the activations rep who gets exasperated as well.
I’m not kidding it takes over an HOUR to start a new account, each and every time like clockwork.
From what I can tell the problem is because once I’ve closed an account the information stays in the system. I come along; I’d like to start service again. Can’t do it your account says closed in our system, reactivate it. The ‘system’ won’t let the reps do it. Start a new account, the ‘system’ won’t let em’ do it because all the information is the same and you guessed it the ‘system’ says it’s been closed.
By ‘system’ I mean what ever computer program is being used by Sprint.
It would seem to me it would make sense that once someone has canceled service…DELETE their info!
But I’ve come to find old customers info stays in Sprint’s data base quite some time.
I’ve even had activations have to create a dummy account just to get me up and running.
So is this just the way it is and always will be? Have I just had the misfortune of running into inexperienced reps? Can my old info be deleted, in essence starting off with a clean slate?
I’ve done this with other carriers and no problems at all.
Although after the first time it’s been a complete hassle to start a new account. Not only for me but for the store rep who’s on the phone with the activations rep who gets exasperated as well.
I’m not kidding it takes over an HOUR to start a new account, each and every time like clockwork.
From what I can tell the problem is because once I’ve closed an account the information stays in the system. I come along; I’d like to start service again. Can’t do it your account says closed in our system, reactivate it. The ‘system’ won’t let the reps do it. Start a new account, the ‘system’ won’t let em’ do it because all the information is the same and you guessed it the ‘system’ says it’s been closed.
By ‘system’ I mean what ever computer program is being used by Sprint.
It would seem to me it would make sense that once someone has canceled service…DELETE their info!
But I’ve come to find old customers info stays in Sprint’s data base quite some time.
I’ve even had activations have to create a dummy account just to get me up and running.
So is this just the way it is and always will be? Have I just had the misfortune of running into inexperienced reps? Can my old info be deleted, in essence starting off with a clean slate?
I’ve done this with other carriers and no problems at all.
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i really dont know why they are having problems with your account when you reactivate it, many ppl come in and have a canceled account that was left in good standing. all they need to do is pick out a phone and a plan and they are good to go, there is no such thing as reactivating an account, just adding a line to it is all. essentially you have a shell account and when doing a credit check it would notice that you already have a shell account and all the rep has to do is choose that shell account and add a phone to it, i believe there is more to your account or your getting inexperienced reps, sorry about that 😕
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You don't think it may have anything to do with porting the same phone number back into Sprint?
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no, not really, the only difference between porting in a number and starting a new account is you have to wait a few minutes to a few hours for your number to start working due to the port. you still have a closed shell account thats basically just waiting for a phone to be added to it. there should be no complications at all really...
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Wait a second, what system are you talking about using?
If I set up an account in RMS and there is an old account with the same SSN, it will NOT let me create the account. It says there is a duplicate BAN with that SSN.
Pulling up the old account does just that, there is no "reactivate" option. You have to run credit for a current credit profile.
Credit checks run our after 60 days (I think), so obviously it isnt the same as it was years ago when the customer first activated that account.
Please help me with this, because the OP is correct, when opening an account for a previous customer, I have to call sales support, and have them build a new shell account, then attach the credit application.
If I set up an account in RMS and there is an old account with the same SSN, it will NOT let me create the account. It says there is a duplicate BAN with that SSN.
Pulling up the old account does just that, there is no "reactivate" option. You have to run credit for a current credit profile.
Credit checks run our after 60 days (I think), so obviously it isnt the same as it was years ago when the customer first activated that account.
Please help me with this, because the OP is correct, when opening an account for a previous customer, I have to call sales support, and have them build a new shell account, then attach the credit application.
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yes, i am talking about iRMS, when your doing a credit check it will pull up another screen with that same user/users name and address/previous addresses, then you select the account of the person your running the credit check on and continue. yes sometimes the credit check has run out (it will display this message when you select the account and hit done) but if your in the customers tab the "credit check" button is not grayed out and it will let you re-run the credit and come back with a decision, if the credit check hasnt expired then you are free to go in the sales tab scan a phone return to the services tab and go into subscriptions, pull down the esn number at the top and build the plan. there is also an "open ban" button in the servic...
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hm... weird
I guess the only issue I have w that is the old credit class would not still be valid? I mean, Im talking about accounts from years ago.. we would HAVE to re-run credit on those customers.
Ill check it out next time I have one of those come up.
Thanks man
I guess the only issue I have w that is the old credit class would not still be valid? I mean, Im talking about accounts from years ago.. we would HAVE to re-run credit on those customers.
Ill check it out next time I have one of those come up.
Thanks man
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yeah if they are from years ago and you're talking about them being in p2k, then all you have to do is override it when it pulls up the screen showing that customers name and billing system so a new ban can be created in ensemble, but as long as their billing system is/was ensemble it should be good to go.
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sorry, and i am not saying that they dont know what they are doing, but simply they werent taught how to do it, but yes, you can reactivate an account in store. hell, some reps were never even taught to read a bill in rms and if you would ask them they didnt even know how! i can even reactivate a WRITE OFF if you pay it! its probably even more of a worse case senerio than that of a person who left in good standing but if you pay your write off, wait up to 4 hours and come back i can re-open your account with an automatic $250 deposit. 😁 sorry for your inconvenience if this is what you have to go through when you try to come back to sprint, it should be an easy process rather than what your going through, we shouldnt put an unneeded strain ...
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