Anyone here in VZW Customer Service?
I need help/advice, and not sure which way to turn or who I can get to help me! And I need to speak to someone who actually has a clue about getting a customer issued bill credits, and what the rules/regulations are when it comes to issuing them.
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Sorry for the delay in answering...
On 7/28 I had a potential customer come in my store. Currently with ATT, and was looking to switch. His buy all/end all with changing carriers was that he didn't want to have to pay an activation fee for switching. After explaining to him that the Act Fee's are standard right now, he still listened to what I had to say. I was even going to offer to discount the amount of his act fee's off his initial purchase of phones if need be. After digging further, I found that he may be eligible for an employee discount with VZW. I called into the CS team, to verify the percentage and perks. Rep informed me of his 19% monthly discount, 25% off accy's, and that the company also qualified for activation fee's to be ...
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On 7/28 I had a potential customer come in my store. Currently with ATT, and was looking to switch. His buy all/end all with changing carriers was that he didn't want to have to pay an activation fee for switching. After explaining to him that the Act Fee's are standard right now, he still listened to what I had to say. I was even going to offer to discount the amount of his act fee's off his initial purchase of phones if need be. After digging further, I found that he may be eligible for an employee discount with VZW. I called into the CS team, to verify the percentage and perks. Rep informed me of his 19% monthly discount, 25% off accy's, and that the company also qualified for activation fee's to be ...
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I take it you're indirect? I'm not sure how that would have worked anyway. I take it you faxed in the form for discount which has no guarantee to even be applied before they get the first bill. Generally customer service is easy to work with in these situations. I've had customers simply call in and ask for a credit because they didn't want to pay activation fees, and they've gotten it. I'd just call for the customer and explain the situation. Tell them you were told before you setup the account they their company agreement would get them free activation. Let them know the customer was expecting this and was told they were going to get this. Shouldn't be an issue to get credits.
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We've already called and spoken to 3 different CS reps, as well as my Account manager, and no one will budge. We've tried many different tactics to get this resolved, but so far no luck. About the only thing we have left to do is refund the customer the amount of his activation fee's off his initial equipment purchase, which then comes out of my @$$ instead of someone at VZW steppin up to take responsibilty for their inadequate representatives.
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Unfortunately, the customer may need to show his @ss. Have him call and immediately demand a supervisor. This is ridiculous.
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He is still within his WFG period. I am sure a supervisor would authorize this based on your story and the potential of losing a customer. What is the point in you guys having account managers who cannot make credits? That sounds fishy to me.
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From what I understand, our account manager is unable to apply any credits at all, and has to submit everything to her boss, who just immediately turned her nose up about it and went on about her day.
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Then she is totally useless. What does she do? I know they serve as cheerleaders providing you guys with swag and all but really, to put a customer through this. What happened to First Contact First Resolution? This experience is going to stick with him for years. If he never has another negative experience he may upgrade assuming he sticks it out beyond the thirty days.
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That's odd that a 19% discount profile wouldn't have two year activation waivers.
Just to make sure I covered it, did you check on page two of the bill for the credits?
What employer is it? I could look it up and see if they do or do not get act fee waivers, then relay the information back to you. If the company does in fact get 2 year activations waived, and it wasn't already done, there should be no reason why customer service (or my channel, retail) would take care of the issue. Other than that, getting credits issued isn't very hard, but you need someone who's willing to help get the fees waived to help you. That, unfortanately, is the hardest part.
Just to make sure I covered it, did you check on page two of the bill for the credits?
What employer is it? I could look it up and see if they do or do not get act fee waivers, then relay the information back to you. If the company does in fact get 2 year activations waived, and it wasn't already done, there should be no reason why customer service (or my channel, retail) would take care of the issue. Other than that, getting credits issued isn't very hard, but you need someone who's willing to help get the fees waived to help you. That, unfortanately, is the hardest part.
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The company is Erie Insurance. It came up under Erie Indemnity I think?? My account manager was here yesterday and looked up the profile, it says plain as day NO ACT FEE CREDIT. So, the rep I talked to just apparantly can't read a screen correctly. My guess is she either didn't see the word "No" or "Credit" when I talked to her. Goes to show, don't call the team with the info for the info....
The whole reason I even called in the first place is because I've dealt with other employee discount accounts that ended up waiving the activation fees on profiles as low as 8%. I didn't call on those first, they just came in and said "Why is my bill so cheap?"
And just like you said, finding someone who is willing to help and gives a rats...
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The whole reason I even called in the first place is because I've dealt with other employee discount accounts that ended up waiving the activation fees on profiles as low as 8%. I didn't call on those first, they just came in and said "Why is my bill so cheap?"
And just like you said, finding someone who is willing to help and gives a rats...
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What's sad is if this guy ports back to AT&T he would suddenly receive numerous offers/calls from Winback. Why doesn't Verizon sell it right in the first place and save that money spent begging customers who have ported out to return? I'm not saying that you didn't sell it right. I was an indirect once and it honestly wasn't worth lying about stuff to go through this type of bs. Bottom line, your Indirect Manager's boss needs to be horse whipped for dropping the ball. Those three calls into CS have already cost the company $30. Get it done already.
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Called in again 3 more times. Finally the 6th rep I've spoken to about all of this bucked up and got the account credited.
Now, if I need any further info regarding employer discounts, I contact my Account Manager directly. This way if she gives me incorrect info, it's on her @$$ not mine.
Now, if I need any further info regarding employer discounts, I contact my Account Manager directly. This way if she gives me incorrect info, it's on her @$$ not mine.
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Haver your IAM submit a WFM (Work Flow Manager) explaining the situation... do not mention $60.00. simply state customer was told the activation fees wouldn't be waived. State your case, about the cs not helping, IAM inability to issue credits. This is correct, they do not have the ability to issue credits anymore.
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This kind of crap is ridiculous. If you are a direct store rep, YOU CAN EVERYTHING we can do in the store that we can do in cust svc, INCLUDING ISSUING CREDITS. If it hits your stores bottom line, then you guys are just going to have to deal with it. The mistake happened on your end when you set the cst up for svc. If you did not look up the ELEU profile on your own, which direct reps do have the ability to do, and instead relied on C/S to do your job, then guess what? Your store is going to have to eat the credit.
Now if your NOT a direct rep, but instead INDIRECT, guess what, the problem is still not with C/S. You need to call the retail channel support team and explain the issue, if the credit is issued by them, then great, if not, th...
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Now if your NOT a direct rep, but instead INDIRECT, guess what, the problem is still not with C/S. You need to call the retail channel support team and explain the issue, if the credit is issued by them, then great, if not, th...
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I do not believe the problem is with CS either. That is obvious to me. However, I vote for resolving the issue now and coaching the rep or reps afterwards.
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I am indirect. I didn't have a problem having to potentially cut this out of my store's bottom line if need be in order to keep the customer from cancelling. The activation fee's would be a much lower loss than the whole account collectivly. But my main gripe was why should I have to cut out of my own budget for something that a Direct employee told me incorrectly. It finally all got resolved, and thankfully not at my store's expense. Don't think for a minute I wouldn't buck up and help out my customers if need be. Several times I've paid out of my own wallet to customers in order to keep them coming back to me if there was a BS issue that I couldn't get the CS team to take care of. My account managers don't care about anything other ...
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