GIN Credits.....Sales Teams (and customers) PLEASE Read!
I'm not one to complain/ dump dirty laundry on forums but after yesterday I want to comment on this topic. I work in the NSA/BSC and when/if CS service level or queue hits a certain point we will get overflow to help out. Just from yesterday I could not believe the number of calls in one afternoon that I got saying "sales rep/agent at X store told me to just call customer service and they will credit all of your GIN downloads"
WOW,...come on guys/gals, help our CS teams out just alittle! At least give full details or set a proper expectation! Since I had so many customers all saying the same word for word talked to two different CS managers this is one of the biggest incorrect call drivers that are trying to be eliminated! Get familiar wi...
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WOW,...come on guys/gals, help our CS teams out just alittle! At least give full details or set a proper expectation! Since I had so many customers all saying the same word for word talked to two different CS managers this is one of the biggest incorrect call drivers that are trying to be eliminated! Get familiar wi...
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Voice_Of_Logic said:
Just from yesterday I could not believe the number of calls in one afternoon that I got saying "sales rep/agent at X store told me to just call customer service and they will credit all of your GIN downloads"
In addition, it is only duplicate downloads from the last 90 days. At least in the NE area anyway 😛
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In addition, it is only duplicate downloads from the last 90 days. At least in the NE area anyway 😛
Nope your correct, forgot that one!
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So if I have had my phone for 4 months and I have a warranty issue on it VZW wouldn't credit me for the ringtones that I already had? That doesn't seem "fair" to me just for the fact that if it is a warranty issue that means it was not neglect on my part so why should I have to pay for those ringtones again?
Thanks for all the info! 🙂
Thanks for all the info! 🙂
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They will credit you the ones downloaded in the last 3 months, just not that 4th month, or the first month you had the phone. Verizon will only give credits back 90 days for anything.
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That is just crazy to me...but oh well...hopefully I won't have to deal with that problem. Thanks for the quick answer.
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If you think about it though, Verizon doesn't make the ringtones(mostly)/games/apps. It's also not their phone that broke. Verizon actually has ZERO responsibility to credit any downloads. If you have a bunch of downloads that won't be credited, you should contact the phone manufacturer to get compensation for your loss.
If your car had a warranty failure and burned to the ground, would you call the dealership for compensation for the stuff in the car that burned up? Probably not. The insurance company would probably even tell you it's the manufacturer's responsibility.
If your car had a warranty failure and burned to the ground, would you call the dealership for compensation for the stuff in the car that burned up? Probably not. The insurance company would probably even tell you it's the manufacturer's responsibility.
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or you can fill out that form online and hit submit so it is emailed to whoever reads that email, right?
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thank you for the post, voice of logic. you are right it is a very high call driver. there are a lot of things the stores do, in fact, that increase the call volume.
I'll tell you one thing that I can never figure out. A customer will go to the store, wait in line for a long time or ask for something and not get it, and instead of taking it up with the STORE, he or she will call customer service and complain about something that happened at the store. The last time I checked, the stores have managers. I have yet to figure that one out. I guess customers think customer service is all powerful and can call the store and beat them up for the customer, I don't know.......
I'll tell you one thing that I can never figure out. A customer will go to the store, wait in line for a long time or ask for something and not get it, and instead of taking it up with the STORE, he or she will call customer service and complain about something that happened at the store. The last time I checked, the stores have managers. I have yet to figure that one out. I guess customers think customer service is all powerful and can call the store and beat them up for the customer, I don't know.......
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itsallover said:
thank you for the post, voice of logic. you are right it is a very high call driver. there are a lot of things the stores do, in fact, that increase the call volume.
I'll tell you one thing that I can never figure out. A customer will go to the store, wait in line for a long time or ask for something and not get it, and instead of taking it up with the STORE, he or she will call customer service and complain about something that happened at the store. The last time I checked, the stores have managers. I have yet to figure that one out. I guess customers think customer service is all powerful and can call the store and beat them up for the customer, I don't know.......
Yes, 100% correct...
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I think its more that the customer chooses to call and complain cause they didnt get anywhere at the store and everyone knows CS gives the farm away instead of backing the store. At least thats been my experience. I had a guy that had phone for about 6 months with three line on the 500 fam share plan. He just wanted to get new phone and i told him no and there was noone else that will allow him to get new ones he called CS to get prromo price and I heard him asking for it but the Rep said we would do an even swap for him!! So that being a moronic solution I talked to the CS rep and he said well I noted so you have to do it. So I billed the phones for full retail to CS. That is one of MANY stupid CS solutions I have come across.
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