I don't know area you are in but that is not the way it's done here in the midwest...

In the South area, if a customer signs up with a 1 yr csa on 1/1/04 and then changes his price plan on 6/1/04 to a newer promotion or price plan structure his contract will extend till 6/1/05. If said cust signed up on a 2 yr csa on 1/1/04 and changes to a 1 yr csa code on 6/1/04 the system will extend the agreement to 6/1/06 and will drop the NE2 feature off their account as well. This is a valid date since you could not revert the customer back to a 1 yr csa without charging the difference in equipment price and activation fees at the least.

The only time a CED should be manually edited is if there is a plan change due to an error on our fault and a plan change is needed to correct it, or if the system changes a CED in error that was no...
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oh no, NE2 should not change with the service agreement...hell a cust could be on 10 yr service agreement they would still be eligible for NE2 after 22 months with a 34.99 calling plan for the entire 22 month period...

Correct, but when you switch the code from a 2 yr csa to a 1 yr csa the system does remove it.

hey gang, read infomanager fools! geez! it's called big four and the contract wizard.

I do thank you very much. I know how this system works, I deal with it every day and lead my team in contract renewals by a large margin. I know how this works very well.

thanks wonderdave. I was getting ganged up

schnozejt said:
We have a big four scenario. One part of it it states that if a custs contract end date is more than 1 year from today you use a 2 year price plan code then manually change the contract end date back to what it was regardless of promotions.

that depends on who it is thats doing it, for customer service, yes.....for retail, no

Schonzeit (or however you spell his name) is right actually.

And yes, retail contracts are affected the same manner. The end date may be extended, but in the situation where it does, there is an offline team that reviews invalid extensions and corrects them to the original date. Just because you're not doing it yourself doesn't mean Verizon Wireless isn't getting it done properly.

You really need to check the National M&P for contract extensions again.

I think someone should seriously copy and paste this national M&P in here.

so we can all see where this confusion is coming from...

GREAT idea - YOU do it. Nobody else really wants to get fired, and THAT would probably happen pretty quickly. I share your frustration, too. I'm just gonna stay out of it.

I would do it.

but I don't work for Verizon, and accually don't work in the wirelses industry anymore.
I quit and went back to school last month.

But this is getting retarded. if verizon has a problem with their own reps and contracts, then it's the customers who directly get the short end of the stick with this issue.

looks to me verizon needs to have a short training session for contract end dates and renewals. what I read on here for far makes me want to throw up.

If a service rep does something wrong or gives wrong info they hear it from the monitoring team. Most calls are recorded and if not recorded then other reps can report reps who provide incorrect info. Store agents can and do get away w/ it more often but we can report them to. Like kahuna was saying there is also an offline team that monitors the accts, so if something is wrong it will get fixed.

I know I know, I used to work as customer care for the wireless industry, and it's pretty much the same process with every carrier.

so I know what can happen, and customer getting screwed over due to rep not being fully knowledgable can happen and be "missed" by the monitoring team.

things like this result in either customer dishing out a lot more money then they needed to or in court.

if half the reps on here think one thing and the other half think another thing on the same issue, thats a problem no matter what kind of behind the scenes system you have to fix it.

I'll share an example with you, when I worked as customer care a really long time ago (carrier was AWS, i'm sure it's systems are improved by now), they also have this...
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Correct contract renewal procedures are a focus in some call centers. We do have an offline team that works exclusively to adjust them to correct dates. We have by far the lowest percentage of both invalid contracts and the lowest percentage of billing errors in the industry, and the lowest percentage of subscriber complaints regarding them. All this in addition to what is arguable the most seamless, problem free billing system conversion ever done by any company in history.

With all that said, errors do happen, and that is precisely why we generate reports and fix any problem rapidly.

I'm glad to see most reps have responded with correct information and Dakz seems to be the only one confused, hopefully he will take some advice and ...
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I have consulted my supervisor and the M&P. You seem to be the one confused because both say the same thing with crystal clarity.

Thanks for the advice, however, contract extensions are one of the primary focuses of my job with VZW. As a call-in rate reduction specialist, our team works to reduce the number of invalid contracts created by reps using incorrect codes so that 1.) the customer doesn't get a confusing an incorrect confirmation package, and 2.) Our offline team in Tempe has less rework to do, and doesn't have to cleanup behind you.

Go talk to your supervisor immediately. I won't discuss this with you further until you get the correct information you need.

Then change the National Contract Extensions M&P because I went and looked at it twice so far, once before I posted, and once after posting just to verify that what I said was correct. You don't have to discuss anything with me. Go look it up yourself.

***UPDATE*** Care to take a guess as to why my AD is saying that I was correct in my explanation of this scenario when I explained it to her?

Just to make sure we are on the same page:

Customer signs up on 1/1/04 and changes pp on 6/1/04 for a new promo. You are saying the contract end date should be 1/1/06 still if placed on a 1 yr csa code, and I am saying it does extend to 6/1/06 even if you put them under a 1 yr csa code.

Seriously, you need to look at the M&P and check your facts.

man, give it a rest.

you've been posting the same scenario for the last 7 posts.

and this post is right, if the customer got a new 2 year promo on 6/1/04.

if it's only a one year, refer to the last 20 previous posts and you'll find out you're wrong, your supervisor is wrong, your MP and wrong.

and I'm sure it's illigal if cust ends up not signing anything.