CUP
Why doesn't customer care understand that you CANNOT use CUP pricing on GSM accounts?? Were they just not trained that you can't, or is it just out of laziness? CUP DOESN'T track 2.5G equipment upgrades. If you base your info on CUP, customers could get discounted phones EVERY FRIKKIN' DAY!
The phone has to be on the acct a year before eligibility! CHECK THE DATE IN SIEBEL BEFORE YOU TELL A CUSTOMER TO COME IN STORE AND GET A DISCOUNT BECAUSE THEY WON'T IF IT HASN'T BEEN A YEAR!
Speedywalk
"It ain't broke, it just needs duct tape!"
The phone has to be on the acct a year before eligibility! CHECK THE DATE IN SIEBEL BEFORE YOU TELL A CUSTOMER TO COME IN STORE AND GET A DISCOUNT BECAUSE THEY WON'T IF IT HASN'T BEEN A YEAR!
Speedywalk
"It ain't broke, it just needs duct tape!"
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since you know so much about customer and what they use, then tell me what retail stores use to price phones???? we don't use CUP anymore unless a customer is getting a phone with "blue" at&t, and there are things we can do here at customer care that the stores can't do anyway.any customer care rep knows that CUP doesn't track 3G upgrades but we map the price from CUP to Siebel. for the price. and if the cus is any kind of level in CUP then they CAN GET A DISCOUNT!!! 🙂
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That's precicely what I'm talking about. I'm in a divested market, and that is NOT how CUP works. Cup has never been used to check for discount availability on 3G accounts. You use it for pricing IF one year has passed since the last discounted phone purchase. That is the issue we are running into. We keep getting people coming in saying they are eligible for a new phone with a new contract and they have had their phones 6 months. That is false.
I do know so much about it because I have had corporate training on these systems though ATTWS. The store reps have been trained in detail how to use the programs. I know how they work, and how to interpret the data in them.
It has gotten worse in the last several weeks. I can't wait to get t...
(continues)
I do know so much about it because I have had corporate training on these systems though ATTWS. The store reps have been trained in detail how to use the programs. I know how they work, and how to interpret the data in them.
It has gotten worse in the last several weeks. I can't wait to get t...
(continues)
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What else have you been trained in? The stores are so deceitful and Care cleans up after them. I tell all the cus that want to go to the stores not to bother and explain why.
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Why do you think it tracks past upgrades? Until Cingular took over the system, if a 2G account had upgraded a phone less than 1 year ago it would display "not eligible." Why would a 3G account be any different? I hate to tell you this, but I happen to work in the top store in the divested markets. My integrity is beyond reproach. How dare you attack that.
Speedywalk
"It ain't broke, it just needs duct tape!"
Speedywalk
"It ain't broke, it just needs duct tape!"
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🤣 🤣 Yeah, Yeah...Thats what you all say...anything for a commission!!!!!!!!!!
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Scotian said:
🤣 🤣 Yeah, Yeah...Thats what you all say...anything for a commission!!!!!!!!!!
Wouldn't I want to give somebody a discount using that logic? If I sold them a phone, couldn't I sell them something else to go with it? But I don't get paid squat for selling a phone. It makes no difference to me if we zero the thing out. My gripe is that whenever we give a customer a discount that they are not eligible for it shows up on our CUP error report and we get dinged for it. MAybe care doesn't, but the stores do. Any ineligible discounts that are given come straight out of our P&L. That is why we follow the procedure to the letter.
Speedywalk
"It ain't broke, it just needs duct ta...
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what is the big deal about CUP anyway!!! with divested markets we don't even handel them here in customer care. so why is CUP even an issue? just a question
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I'm just venting, and I hope that come of the cornwall reps are reading this. That's where the trouble is coming from.
The big deal is that in the last 2 weeks we have had customer after customer come in saying that care said they were eligible for the discounts witha new contract and they are not. Then they get mad at us for informing them that we cannot offer the discount price they were quoted and would need to go back to care to get it.
Speedywalk
"It ain't broke, it just needs duct tape!"
The big deal is that in the last 2 weeks we have had customer after customer come in saying that care said they were eligible for the discounts witha new contract and they are not. Then they get mad at us for informing them that we cannot offer the discount price they were quoted and would need to go back to care to get it.
Speedywalk
"It ain't broke, it just needs duct tape!"
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OK...so can you please tell me why you dealers con these customers? The ppl call in yelling about you dealers adding paid features without asking.
Where are your Morals? Be honest for God sake!
Where are your Morals? Be honest for God sake!
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Ummm...no I can't. Because I'm not a dealer. I work in a corporate location. Sorry. Have just as much disdain for the dealers in this area as you do.
Speedywalk
"It ain't broke, it just needs duct tape!"
Speedywalk
"It ain't broke, it just needs duct tape!"
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buddy whatever!!!!! nobody is attacking your integrity.... try working in customer care and then maybe you can see why we are so bitter. stores make commission and will say anything to make it , weather they tell customres they have to get a NEW # to get a discount or whatever else. so you should really think about whay you say because we deal with that everyday!!!
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You might be bitter about the stores, but I am telling you that you are wrong on the CUP policy. I do work for commission. I don't get paid on a phone. I do get paid on accessories. Wouldn't it make sense to sell a customer a new phone at discount, sell him a new case and car charger since his old ones are for a different make? HELLO?? Why don't I do this? It's against policy. If I did do that, my accessory ratio would be over 5:1, but it isn't because we don't operate that way.
Like I said, the orange policy may have changed to deplete the stock of blue phones, but in the divested markets, the policy hasn't changed. It has always been that way, and still is.
Speedywalk
"It ain't broke, it just needs duct tape!"
Like I said, the orange policy may have changed to deplete the stock of blue phones, but in the divested markets, the policy hasn't changed. It has always been that way, and still is.
Speedywalk
"It ain't broke, it just needs duct tape!"
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