i know we did in indiana when we launched, but that was found to be a training issue...now we tell EVERYBODY how not to jack up their bill...but ya still get those who either weren't there, or werent' listening...we make em sign off on it too...

As a rep. in Oklahoma City I know we explain EE billing simply to aleviate some of the in-store customer issues. However a great deal of it simply is customers don't moderate themselves and then decide to vent their frustration over a large bill back onto us. I've worked in customer service for many years and I know this is something natural, for every 100 new subscribers the odds are there will be a few who cannot control their bad habits. That's the nature of customer service.

I did ask for a credit once, but it was my own fault. The rep was nice enough to credit me.

I had wanted to browse ringtones on one of the ringtone applications. And you can't just browse without paying the fee if you have already browsed there before. So you buy a tone (less than 2.00) before you know what the program has. When I went in after agreeing to pay for a tone, they didn't have anything I wanted. I was new to easyedge and thought that if I then deleted that ringtone application to my phone, I would not get charged for the download fee because I didn't download a tone.

Silly me---realized when I got my bill it still charged me for a ringtone. I was calling about something else at the time, and I just happened to ask abo...
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All phones should have all BREW apps available, or at least all BREW apps available for the Qualcomm chipset used in the phone. For example, its a joke certain phones get ESPN Bottomline and others don't.

It also might be a case of licensing with app author, Qualcomm and the carrier. Whatever, the policy should change and it makes no sense the way its currently setup. BREW is about making money and making all apps available would increase revenue.

Try using a demo phone in the store to give a visual to the customer as to when they are using KB's may help. Also letting them know they can track usage by calling customer service.

This is a tough one for me though as I work in the call center. It is tough to explain these things over the phone!! 😕

I verbally try to explain the two separate charges of easyedge, usage (or access) fees and download fees (unless free demo). I make them aware that the download fee is simple - if its not a free demo and you choose Buy, you're paying depending on what you download. Access charge is exactly what it states - you are being charged access to use or do any downloading. .01/KB let them know just how many KB are in 1MB and sell the pkgs. as comparison. When they need estimates in terms of usage per download, I refer them to the Understanding MB and KB easyedge brochures. It estimates (and I make sure to tell them it is an estimate) a game=150KB, and ringtone=10KB. it also states in our EasyEdge Sales Process that charges do not apply if just browsi...
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You're right customers are not incurring kb's for browsing in the download shop. However you will incurr kb's while browsing ringtones, wallpaper, etc. after actually going into the app's.

I agree with a majority of your information, but disagree on the browsing of the catalog for the download shop. Anytime you are connected to the network you are incuring KB of usage. When you are browsing the catalog there is a network connection.

I don't think of it as being double charged. I pay my internet provider to use the internet, then if I want to buy something from a website I pay the company I am purchasing the product from.

The same thing happens with EE. If we explain it to customers in a way they will understand, that may take a lot of confusion away. Make it simple to understand.

I do agree about the lack of apps on the high end phones. That should be a priority for Qualcomm. But who knows the logistics why they don't.

I like this analogy regarding internet providers.. Thanks for this information! 😁

If my internet provider billed me by megabyte, or even gigabyte, I'd go broke 😈

I didn't say that it has to be eliminated, but simplified. My suggestion is that either the 10MB plan has to be cheaper, at most $5, or the 2MB plan has to be included in the service without an extra charge. People would definitely buy and use more apps in this case. I'm on a trial plan right now, but I don't think that the service would be worth $5 for 2MB and at least $6 for two-three useful subscription services.

Maybe someday it will drop in price. Just remember that all these aps, and downloads are becoming very popular right now. Compitition always drives the market, and the prices for everything. Data is the demand right now. I'm sure we will see a change sometime in the future for everything when it comes to data. ESPECIALLY with all the merger's taking place. Only time will tell. 🙂

I didn't once say that isn't my job. I am very willing to adjust for mis uderstandings that customer doesn't understand how EE works but when the phone displays you will be billed an amount wouldn't you start questioning this??

we avoid the whole thing by making customers sign a checklist...i have been know to stop talking so that the cust pays attention...despite screaming babies, marijuana intoxication of what ever...and they DO sign it.,.so they cannot come back and scream at us

Is this a form that your location made up? Is it something you can share with other locations? If so I would love to see/use it.

I work for the same agent at tequila- it's a pretty neat checklist. it goes over everything that a customer could possibly get pissed about, or say 'they never told me that!'. Corporate just made it up, i think it's a great idea and it covers our butts

1. accept credit check
2. knowledge of activation fee, if any
3. understand 1st mont's bill (prorated minutes, total bill, etc)
4. know how to use phone's features
5. know plan and coverage area
6. know how to set up voicemail
7. text msg- how many and how much it costs
8. accept/decline insurance
9. accept/decline roadside asst
10.know of 30-day return policy and that the phone has to be returned with box and all accessories
11.knows its a 24-mo contract/$150 ETF
12. has been ...
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Thanks! Is it in the form of a checklist?

Yep! obviously you'd want to word it differently from how i typed it for the sake of being lazy. 😉

Hey justpeachy, is that checklist being used now?? I'm a CSR, senior rep and would like to see that this checklist has been signed and noted in accts when they do. That would be great for when these particular customers ci disputing they were told these things.

I have heard of stores and agents doing the check list and that is awsome. I am also in the call center and I know that the issue of not wanting EE and the credits thing is really clearing up. I am not in the que, but most calls I get reguarding EE, before i transfer them are technical questions. I completely understand that at point of sale there are many distractions and our agents and sales reps are doing their best to inform the cust. Try a checklist it does seem to work.