greyrat said:
All its doing is upsetting the customers though. Its not like they are saying 'let's migrate over to cingular, now that the company (since it is all one company as far as the customer is concerned) has ripped me off for those promos I got last year..'
Right or wrong, tweaking systems to claw back promos retroactively is a poor choice of action from the standpoint of public relations.

Thats because thew promotions were incorrectly provisioned.I warned you about that last week greyrat, I TOLD YOU THOSE WERE ONLY TO BE ADDED BY THE SAVE TEAM-A.K.A. CRM Departent, no other department care, NBS, BEUC, WEX, RM, no one but the Save Team were authorized to do add them.The fact is simple that just b...
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here's the thing, I have had calls where the customer has unltd nw on the account for a year or more its all in the event notes, properly done and on the feb invoice its gone, no notice no explanation nothing. Now before dec last year customers out of contract could get the renwl promos added by care, so these are legit promotions being ganked by CRM because they are retroactively applying policy to previously legit promotions.That's wrong, its bad, and it shouldn't happen.

greyrat said:
here's the thing, I have had calls where the customer has unltd nw on the account for a year or more its all in the event notes, properly done and on the feb invoice its gone, no notice no explanation nothing. Now before dec last year customers out of contract could get the renwl promos added by care, so these are legit promotions being ganked by CRM because they are retroactively applying policy to previously legit promotions.That's wrong, its bad, and it shouldn't happen.

Thats the point, THEY WERE NEVER, EVER ALLOWED TO BE PLACED BY CARE.Only CRM was allowed to be placed, because if you go back, in order to get them the custoer had to RED FLAG ,and be a RETENTION RISK,that's when they we...
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There are some exceptions to that rule. The store management does have some "retention promos" that can be added at their discretion for retention risks. Granted they aren't near the capability of CRM, but they are there. I can't speak of care adding the promos, but it's possible that some were added through the store.

Speedywalk
"It ain't broke, it just needs duct tape!"

Oh don't even get started on some "REAL idiots" in the ATTWS stores, i had a customer the other night night, a rep in the highland beach store, went into a shared 39.99 plan went and added 4 additional peak minutes promotions, national 39.99 400 included + 500 addtional minutes Save only 200 additional+RENEW 200 addiotnal + 400 sharable minutes, and went then added SAVE only early evenings then for lines activated in all in oct ,2004 added the 10.00 discount to the extra lines, no FAN, so sponsorship, and of course no notes, and theyu don't all register like i was saying in a ealier post, had to remove ALL EXCESS promotions, deal with a P.O'd customer,adjjust her bill, explain why, and give her credit for 2 months for the extra lines on the ...
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Right, now that one does qualify as an idiot. MOST of your reps out there know that those promos say "restricted" on them for a reason, but you do get the few that like to risk their jobs by adding the additional minutes. But the original point that I was making is that not all of the retention promos had to be added by CRM.

Speedywalk
"It ain't broke, it just needs duct tape!"

speedywalk said:
Right, now that one does qualify as an idiot. MOST of your reps out there know that those promos say "restricted" on them for a reason, but you do get the few that like to risk their jobs by adding the additional minutes. But the original point that I was making is that not all of the retention promos had to be added by CRM.

Speedywalk
"It ain't broke, it just needs duct tape!"

Well in our converted stores, reps can't anymore , so that cuts down on the damage that can be done, next step is taking them from dumbass reps in other departments

we were told that we could add save only promos if the customer was a retention risk (determined by the mention of predetermined red flags) I don't know if the person was a retention risk at the time the promotion was provisioned, and I don't know that CRM would know that either.

greyrat said:
we were told that we could add save only promos if the customer was a retention risk (determined by the mention of predetermined red flags) I don't know if the person was a retention risk at the time the promotion was provisioned, and I don't know that CRM would know that either.

Save only and RENEW and RNWL are all different any rep can add Save only, but NOT, I REPEAT not RENEW or RNWL promotions.RENEW and RNWL are to be ONLY USED and APPLIED by CRM, any rep can apply the Save only, and greyrat, i am saying this not to yell or fight with you, I am telling you as someone who takes both Tier I and Tier II escalations, so I do know the difference about those, so Do Not Add RENEW , those can be...
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and it is entirely possible that the promos were save only, or it is entirely possible that the promos were added during the save-the-damn-customer phase of aws, where there was all kinds of colorful posters talking about red and yellow customers according to where their contracts were. The thing is, they were on the rate plan, and removing them frm the rate plan right or wrong, without prior notice to the customer is going to cost the company goodwill.
I remember before the merger getting calls from people who *hated* AT&T, and it would be a shame for Cingular to fail to capitalise on the karma it has with consumers for simply not being AT&T.

greyrat said:
and it is entirely possible that the promos were save only, or it is entirely possible that the promos were added during the save-the-damn-customer phase of aws, where there was all kinds of colorful posters talking about red and yellow customers according to where their contracts were. The thing is, they were on the rate plan, and removing them frm the rate plan right or wrong, without prior notice to the customer is going to cost the company goodwill.
I remember before the merger getting calls from people who *hated* AT&T, and it would be a shame for Cingular to fail to capitalise on the karma it has with consumers for simply not being AT&T.

but you don't see it, the point is greyrat, is...
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which is why the feedbacks are fine, but I don't think that the customers should have the promos yanked without prior notice.

greyrat said:
which is why the feedbacks are fine, but I don't think that the customers should have the promos yanked without prior notice.

Hey, you know what its like the chicken or the EGG, i can guarentee you greyrat, you check every one of those accounts that they were removed from and someone told her/him at LEAST once, they were not eligble for it, thats the problem,customers tend to callback in over and over till they find a dumbass rep- Some NEWHIRES, some not, who will go and add it on, and i don't feel like we should reward them for keep calling in and hounding till they find someone to give the answer they want.Its sometimes harsh, but we get left with slight options, thats pretty much it!!

again, if they have to come off, then they have to come off, but some advance notice would mean that when the customer called in with some wicked overage, the rep could say 'Sorry to hear that but you were notified on your blah blah bill that the X promotion was being removed as it has been determined that you were inelligible for it.then the cust knows what is coming, or at least was warned and you don't have people trying to figure out what went wrong.

greyrat said:
again, if they have to come off, then they have to come off, but some advance notice would mean that when the customer called in with some wicked overage, the rep could say 'Sorry to hear that but you were notified on your blah blah bill that the X promotion was being removed as it has been determined that you were inelligible for it.then the cust knows what is coming, or at least was warned and you don't have people trying to figure out what went wrong.

Thats assuming they read the bill, which 80% don't, just for how much they owe, then if they see big bill,thats when they actually read it!

Yeah stupid people not reading their stupid invoices. I agree with greyrat though that people should get some warning that their promotions are being removed, like a department that calls the customer to let them know that this has happened and go over possible options to correct it instead of the customer calling back to us to bitch and complain and then cancel after they speak to a supervisor who says credit them back, revert contract. GAH I hate that. GAH!!!!

anyway, link raised a good point. we are clogging this forum with our disagreements, and it isn't professional.