I agree with the principle behind it, because people should be able to do this on their own, and the ones that can't do it on their own are normally the people who keep the same phone until it dies anyway. But, I totally disagree with charging it for people that tried it online and it didn't work. I mean, one reason it wouldn't work is because the new phone requires a feature to be added to the account for the phone to work properly (ie. going from a non-EVDO phone to an EVDO phone, or Vice Versa).

Plus, from what one rep told me, the reps can tell in the system if a customer tried it online or not. He told me that he could see my attempts to activate it. If that is the case, there should be no charge to people that tried to do it on ...
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THe original reason for the upgrade fee/esn change fee is because people always want to use the upgrade on eligible lines for ineligible lines. The problem with that is then the line that was eligible for upgrade is still using an old phone, and when that old phone dies cause it hasn't been upgraded in 4+ years the customer complains to Verizon that we should be giving them a break because the phone is soo old.
Anyways, I believe the reason they've changed the policy regarding calling into CS once you've tried it online and it fails is because reps in the store are upgrading eligible lines and telling the customer to switch the esn online to the number they want it on. The problem is the ESN's are still active on different numbers. 9 out o...
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VZW_insider said:

Im sure given certain circumstances they'll waive the fee... what circumstances, no idea, it would be on a one by one basis.

All customer service reps are still given the authority to make decisions and handle escalated situations. Therefore, myself, as a customer service rep, will be offering to split the cost, etc. if I can not find a work around like deleting features and having the customer try again. Of course, this would be in extenuating circumstances NOT because the teenage son wanted the new RAZR and we allowed dad's line to early upgrade so they could get it. I won't let that go uncharged on my watch anyway.

You make it seem like doing frequent ESN changes is something a customer should be punished for. Making an ESN change either on-line or through CS is a major hassle compared to changing a SIM card.

The ease of changing phones is a MAJOR advantage for GSM carriers. When Cingy has the two networks integrated and service approaches the level of VZW, churn WILL start to move in Cingy's favor. VERY shortsighted of VZW to establish punative measures for ESN changes.

Your not being punished for ESN changes. Most ESN changes occur from upgrades, buying new phones full retail, warranty issues, or replacing a lost/stolen phone. There's no charge for those ESN changes. Furthermore, it's great that you can just swap your SIM card into another phone, except of course you phone is stolen or lost, cause then anyone can just use your phone, not to mention you have to buy a new sim card to use the new phone you buy, which runs about $25 dollars.
What is really short sighted is for you to just assume that GSM will magically one day blow CDMA out of the water. The two technologies will continue to compete head to head and make advances. If and When Cingular gets their act together you should see their net adds inc...
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It's a service game, and no one in their right mind can say that making a process more difficult than your competitors do, then charging for it when your competitors don't, is good service.

As far as the basis for the two underlying technologies (CDMA vs GSM), I think they are both equally acceptable. There is no reason that CDMA carriers can't adopt a SIM-card like system.

How do call center reps that work for GSM carriers figure out what phone people have? Half the people I talk to don't know what model they have and they've had it for 2+ years. I can only imagine the horror of the 70 year old lady that has no idea what her phone model is and needs help unlocking the key pad.

the imeii is like the cars vin number each number display's a diffetent meaning. and after you do it for a while it becomes easy. the people that usually don't know what phone model they have are those that picked up the free phone. you can tell because eveyone that has forked some dough over for a phone knows what they got.

you will never hear a customer with a w600i call in and say: i having trouble with my phone the orange one that spins when you want to dial a number. never will you hear that.

but you will hear some pompus i believe i should get what i want funker say:

customer:i have a problem with my phone.

rep: which model is it?

cust: i don know. its grey no cam, flip. i was the free one at the mall.

rep: :roll...
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As opposed to our competitors...the main ones...those that use SIM cards and the customer can just pop the one out and pop it into another...

Wouldn't this allow a stolen phone to be used by someone on a different account? Is there any kind of identifying information on the network about the phone? I still don't get that part of GSM.

yes calls will start acting up sooner or later.

for example: if i activate an account with a v557 and the iemi is 3126589-01-5968-30
but untellingly give it to my friend who has a v551 and the iemi is 332659-025-2654. we swap phones. everytime a call is made not only does info get relayed between the sims but the switch thinks the phone you are using is still the phone attached to you account which leads to what everyone is complaining about. DROPPED CALLS! even if you are using an unlocked device that cingular does not support u should always change the imei on the account to the phone you are currently using. and if it is a cingular device and you have insurance on your account the phone that's imei is on your account is the one that...
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