It is unfortunate that customers are not being informed about this upgrade fee. It is company policy that this is the Second thing a person is supposed to be told about. Alot of stores are forgeting this. I know i send an awful lot of feedback to stores about this but there are so many stores and so little me. The AWS approved script for upgrading a phone is this

Rep: " (Representative reviews the equipment selections with the customer. Customer qualifies for a discount on the equipment model that was selected) Thank you (Mr./Ms. Jones) The total for your new equipment will be (total) This includes $XXX.XX for your (equipment name) the $15 equipment upgrade processing fee, $9.95 shipping fee plus your standard sales tax. (NOTE to CSR:...
(continues)

As a sales rep we do disclose the fee to the customer when we upgrade or migrate them to Cingular. As far as slapping reps I think most of us would like to slap a few care reps for the way they upgrade plans and resign customers to contracts and then send them into the store so we do most of the work with the customer and make nothing on the sale. The whole idea is for us to work together as a team and the company and customers will grow. Enough said

well, i am a csr for cingular, and i can see it both ways, wanting to slap both sales reps and csrs, what we need to do is have everyone trained the same way and have harsher penilties for infractions such as this, there is nothing i hate more than this situation coming up and sounding like a fool because i have no idea what happened at the store, but that is just my two cents

Well, I could be wrong but I thought she was referring to here AWS bill... for AWS, if a customer just says, "I never new about the processing fee" we can credit it. It's a whole "trust" thing.

Trust and adjust doesn't ean taking it up the ass either1 i didn't know i was roaing when i used my phone in France it never saids roam, i don't think i have to pay this $3000.00 or

Mmode no one told that if i used it i'd have to pay $ no one told that if i download a movie i'd have to pay a kb charge you need to take of that $5000.00 i was misinformed, i thought it was free,

saying i was misinformed is not the key to the bank vault to try and bleed the bank account, that decision was made by a company that doesn't exist anymore, if you have any questions since they are cingular customers you refer to what P&P says in your Cingular intranet,they were part of your new ID's given when the buyout was formalized!!

Agent Debit... whoa! You're reading way too much into what I posted. Did I say anything about roaming??? No, I didn't. Believe me, there is a BIG difference between giving a credit to a customer who says they didn't know about the upgrade fee and giving credit for a California customer who was on a Local Plan and didn't know they would get roaming charges going to New York. C'mon, give me a break.

The policy is there for all and if you read your e-mails, read the policy and procedures and if you attend training on a regular basis they ALL say DO NOT CREDIT FOR THOSE FEES EITHER START OF SERVICE OR DISCOUNT ACTIVATION FEE.

And the fact is that that policy is there to be enforced by all, by saying the magic words 'misinformed' is where there have the options to opt out of it , if they don't like it- thats what a buyers remorse is for!!!! they can return the phone or cxl service if they fall under buyers remorse, and thats why you talk to Blue Reps thay get pissed off at them cuz some Blue Reps tell the cusatomers that we can credit or Orange Reps can which is total crap!!!

You, know... I was trying to bite my tongue... but why are you such an @ss??? Why is it you're always going at it with people and getting on people's cases about everything? Mr. I'm going to disclose reps last names and AWID's if the customer asks... gee, isn't that something we're NOT supposed to do? For someone who doesn't follow by the rules you sure do like to try to throw it in others' faces when THEY do something you don't agree with. Yet, when we get on you about something you sound like a little whiny kid and defent yourself. You do your job and I'll do mine. Thanks.

*defend

I think I talked to this guy the other day and I didn't want to transfer him to care so I told him that we cannot credit him, me being SST. But even if I could I wouldn't credit the charge. Get over it.