Six weeks from the end of her contract with Cingular she WOULD have been eligible for a standard upgrade, so yes it WOULD have been a different result with Cingular.

phonepimp3376 said:
Six weeks from the end of her contract with Cingular she WOULD have been eligible for a standard upgrade, so yes it WOULD have been a different result with Cingular.

unless she was talking to a Cingular ding-dong like the one she obviously got in the store and from customer service since you'd be eligible for an upgrade 2 months prior to the end of your contract with VZW

yes phonepimp....suprisingly enough, not everyone is on the top of their game everyday

Ahhh...but as much as you guys hype the JD Power thing, you're not supposed to HAVE that many ding-dongs. 4 ding-dongs in one experience...sounds like a massive junk-food pigout! lol

phonepimp3376 said:
Ahhh...but as much as you guys hype the JD Power thing, you're not supposed to HAVE that many ding-dongs. 4 ding-dongs in one experience...sounds like a massive junk-food pigout! lol

well what does that tell you if she had 4 ding-dongs with us and we're supposed to be #1???

that means 5 ding-dongs minimum from the #2 and below carriers

So from you and everyone else but T-Mobile?

phonepimp3376 said:
So from you and everyone else but T-Mobile?

I'll give that one to you for the time being, but like I stated earlier, that was one survey out of many that VZW did actually place 1st for customer service in

I know I would have helped the customer differently. I wonder if VZW's customer service is getting worse... If there is a memo out that says we should act like this to customers, I haven't recieved it.

VZWCustServ said:
I know I would have helped the customer differently. I wonder if VZW's customer service is getting worse... If there is a memo out that says we should act like this to customers, I haven't recieved it.

Your customer service department didn't react the wrong way. She broke the friggin' thing. And now she's "entitled" to a new phone. Great.

muchdrama said:

VZWCustServ said:
I know I would have helped the customer differently. I wonder if VZW's customer service is getting worse... If there is a memo out that says we should act like this to customers, I haven't recieved it.

Your customer service department didn't react the wrong way. She broke the friggin' thing. And now she's "entitled" to a new phone. Great.

That may be true, but customer service is NOT sticking to a stringent policy no matter what. Customer service is assessing a customers needs and finding the most beneficial solution for all parties involved. 6 weeks from a new every 2 date? Resolving something like that WITHOUT the customer coming away ...
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VZWCustServ said:

muchdrama said:

VZWCustServ said:
I know I would have helped the customer differently. I wonder if VZW's customer service is getting worse... If there is a memo out that says we should act like this to customers, I haven't recieved it.

Your customer service department didn't react the wrong way. She broke the friggin' thing. And now she's "entitled" to a new phone. Great.

That may be true, but customer service is NOT sticking to a stringent policy no matter what. Customer service is assessing a customers needs and finding the most beneficial solution for all parties involved. 6 weeks from a new every 2 date? Resolving something like

...
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I would have done things a bit differently also. Part of the reason for cust service I thought was to take care of things like this with little or not hassle. Solution was extremely simple.

Yeah, the policy at Cingular (since the topic was brought up) would have been a little different. Although in my opinion, even tho I do enjoy seeing the kink in the armor, it's not entireley VZW's fault.
Even if the date was off by ONE DAY for a customer to be eligible, THAT WOULD BE ENOUGH TO MAKE YOU INELIGIBLE. That's why the policy is there... to set a limit. Sorry, Mr. Customer? You agreed to it. On the other hand, we DO ALLOW AN EXCEPTION. You can opt to pay a larger price than the normal 2 year contract price and renew with a new phone. That is the one exception you have at Cingular. Now this same customer could instead just pay for an entry level phone and wait until they are eligible for the new one and get the MACDADDY phone for ...
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I think admidst your glee at Verizon wireless getting a bad review you're not thinking clearly... the article said she was 6 weeks from being able to renew. Verizon allows you to renew within two months of your two-year contract date, which I took to mean that she was still six weeks away from that two month window. Be fair, guys.

JDigital said:
I think admidst your glee at Verizon wireless getting a bad review you're not thinking clearly... the article said she was 6 weeks from being able to renew. Verizon allows you to renew within two months of your two-year contract date, which I took to mean that she was still six weeks away from that two month window. Be fair, guys.

which in that case you would look at her tenure and how many times she has had a replacement to see just how much help you could offer her....which in my opinion is fair

I am willing to give the benefit of the doubt, but it could be interpreted two ways. Of course a rep, knowing the policy, would see it the way you have. But a consumer might look at it that she was 6 weeks from the END of the contract, and that would make things look considerably different.

phonepimp3376 said:
I am willing to give the benefit of the doubt, but it could be interpreted two ways. Of course a rep, knowing the policy, would see it the way you have. But a consumer might look at it that she was 6 weeks from the END of the contract, and that would make things look considerably different.

and again, being 6 weeks away from the end of the contract would have been a different story with just about any carrier she had since she would have been eligible for an upgrade. I can guarantee that the "so called" ding-dong store reps (working on commision) wouldnt have passed up the opportunity to do an upgrade for her and make their money....making them both happy

phonepimp3376 said:
Six weeks from the end of her contract with Cingular she WOULD have been eligible for a standard upgrade, so yes it WOULD have been a different result with Cingular.

Incorrect! please try again... better luck next time.

How do you figure Anxiovert? Cingular customers on a two year contract are eligible for upgrade after 21 months.

She was eligible for an upgrade 2 months prior to her contraact end date(that is standard). She wanted 6 weeks from the 2 month point, making it a total of 14 weeks

Correct! Thank you! you just passed!

schnozejt said:
She was eligible for an upgrade 2 months prior to her contraact end date(that is standard). She wanted 6 weeks from the 2 month point, making it a total of 14 weeks

Correct! you passed!

I wonder how in heaven's sake, that lady in the article broke her phone so badly that it was hanging from a wire? I mean please! unless she ran over it with an 18 wheeler!!!?¿¿

Actually not, because 6 weeks from the upgrade eligibility with Verizon is 14 weeks from contract end date.
It is unfortunate that this customer had this experience. As an industry we must do better at this. Our industry is next to last in customer satisfaction. So number one in customer satisfaction is still merely king of the dung heap. We have a long a long way to go, but we'll get there.
Verizon is committed to this as are all carriers. But I can tell you we have'nt arrived yet.

Splitting hairs about which company is better about customer service when the American consumer rates our industry very low is meaningless. Our aim should not be the lowest common denominator it should be which industry and which company in that industry ...
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