Going over my minutes = Cingular's fault...
Customer calls in with an invoice with overage charges = $200.00.
"I never used my phone that much, I have a pattern that I follow and I never broke that patter."
"Well ma'am back in October you used 2100 daytime minutes and this current invoice is around 2600, I think you went over your minutes."
"I want a supervisor to call me back because I don't believe you."
"I am using a multi-million dollar system that is telling me that you went over."
"I work at a company that uses a multi-million dollar system too and it's incorrect sometimes."
"Well thats your system not ours and what company you work for cause I am going to avoid that business like the plague."
Well I wish the last part went that way. Anyways I made standard,...
(continues)
"I never used my phone that much, I have a pattern that I follow and I never broke that patter."
"Well ma'am back in October you used 2100 daytime minutes and this current invoice is around 2600, I think you went over your minutes."
"I want a supervisor to call me back because I don't believe you."
"I am using a multi-million dollar system that is telling me that you went over."
"I work at a company that uses a multi-million dollar system too and it's incorrect sometimes."
"Well thats your system not ours and what company you work for cause I am going to avoid that business like the plague."
Well I wish the last part went that way. Anyways I made standard,...
(continues)
...
thats when you respond thusly.
"im sorry maam. but your complaints have registerd in our systems. you are now documented as a code 3453yfg-8736 trouble maker. we are dispatching reeducation to your home. your coorpoeration is apreciated. thank you for selling your soul to the cingular war machiene. resitance is futile."
"im sorry maam. but your complaints have registerd in our systems. you are now documented as a code 3453yfg-8736 trouble maker. we are dispatching reeducation to your home. your coorpoeration is apreciated. thank you for selling your soul to the cingular war machiene. resitance is futile."
...
How about this one.
Cust: How do I know when im roaming on my plan as my phone always says cingular?
Me: What rate plan are you on?
Cust: 39.99 Naiton plan with rollover minutes.
Me: No roaming on the nation plans.
Cust: How do I know that if my phone doesnt say roam on it ever.
NO ROAMING ON PLANS MEANS NO ROAMING CHARGES, regardless of what your phone says.
Cust: How do I know when im roaming on my plan as my phone always says cingular?
Me: What rate plan are you on?
Cust: 39.99 Naiton plan with rollover minutes.
Me: No roaming on the nation plans.
Cust: How do I know that if my phone doesnt say roam on it ever.
NO ROAMING ON PLANS MEANS NO ROAMING CHARGES, regardless of what your phone says.
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omfg u guys got it all wrong see im a ex attws/cingular rep...actually i was on the resolution desk. the best way to satisfy a cust and still say no is tell them u are filling out the SOL form and P&R will take a look at the account. OR there is giving them the power company analogy thats the best one ever it will either A:escalate them farther or B:shut them up and they will realize they cant **** with the best LOL.
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Going over your minutes is your own fault Cingular has several different ways that you can check your minutes even *646# from your phone. Remember that *646# is not an exact figure, but it will give you a good idea where you are at.
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Yeah but that seems to give them false hope i just tell the cust that I rechecked there bill and it appears accurate and they are valid charges advised we can dispute this further it has to be more specific than I didn't go over my min as it shows in the detailed billing there is XXXX usage so if you have a specific dispute we can continue this otherwise it is a valid charge
This usally gets them off the phone and looking at the invoice like you should do before you call in
This usally gets them off the phone and looking at the invoice like you should do before you call in
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