Rep(s) on crack??
Tried to transfer customer to BEUC (Formerly NBS) to handle a business liability/foundation account, wanted to do phone # change and esn change.
She answers, verify's account, then says she can not help me, and wants ME to go back to the customer to see if they want a different area code or not. Adv this is not my type of account, I have to transfer this call to you. Then she says she was in BEUC (Business End User Care) and she does not have access to business accounts, she's in busienss care just like me. I'm thinking "wtf are you talking about...", but I ask her what do you mean you don't have access, why don't you have access". She replies "I don't know why I don't have access, maybe because THEY HAVE NOT TRAINED US YET???" yelli...
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She answers, verify's account, then says she can not help me, and wants ME to go back to the customer to see if they want a different area code or not. Adv this is not my type of account, I have to transfer this call to you. Then she says she was in BEUC (Business End User Care) and she does not have access to business accounts, she's in busienss care just like me. I'm thinking "wtf are you talking about...", but I ask her what do you mean you don't have access, why don't you have access". She replies "I don't know why I don't have access, maybe because THEY HAVE NOT TRAINED US YET???" yelli...
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oh gosh, i'm 99.9% sure I got that call after!!! a BEUC rep calls me just LIVID that a 2G rep wouldn't do an ESN change so I pull up the account and tell her it has to go through NBS because of the FAN and she wanted to tear me a new one, she got all hussy and took all my info and I said to her whatever, don't get mad at me for doing my job properly and she disconnected
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90% of them read the email that STATES CLEARLY CARE CANNOT TOUCH FANS I keep getting this one dude but i won't post his name and EVERYTIME i get him he goes you're care right.......i'm like yup! He goes so am I. I say yup, but YOU HANDLE FANS I DO NOT! I cannot touch them read your email buddy. Then he says okay trans them over. You think I WANT TO TRANSFER to that damn dept all day long killing my par cuz GSM customer all seem to be Fans gimmie a break! Do your job already!
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i had a case like that 1 time but it wasnt an esn change, they wanted to add insurance onto the acct so i tranfered over and the man was very nice told him what was going on. in a blink of an eye ( i swear i musta did something" he says to me " dont you know how to do your job" and i was like yes that is why i am tranferring over to you so that i can do my job properly.. i had to go so far to direct him to the hot topics that state BEUC has to handle anything oto do with a business account.. i asked him are u in BEUC he said yes i said is this a business account he said yes and than i was like well i would tranfer over to you but i do not want a customer to deal with a rep like u becasue chances are if you dont even know what your job descri...
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I had the same thing happen to me when a FAN cust was wanting to order a digital fon. The rep asked me what fon the cust wanted and I informed her that i did not know, she asked why not and I told her that I didnt offer any fons. She told me that since i was in 2G care that I should know what fons we're offering and that i should do my job!!! I referred her to the Primus ID and the hot topic that all FAN issues go to BEUC, and she still gave me push back!!! Then she had the nerve to ask me for my AWID and say that she was filing feedback LOL
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Are you speaking of SPONSORSHIP or CORPORATE fans, because there are 2 different rules. I operate in the beuc department and the p&p state that care definately cannot do anything with a corp responsibility account. But with sponsorship accounts they are the same as consumers 90% of the time and if care gets a call they are to take ownership unless it's to order a phone (special pricing) or updating fan info. features, rate plans, and most promos(not all) are the same. If the feature has anything remotely to do with a business acct, SEND the cust over by all means. but if you get a sponsorship (individual liable) cust disputing roaming charges on their bill, I will definately push back in beuc because the policy and information is the same. I...
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There was a huge email that came out about that!!!!
Regular care can no longer touch fans of any sort. If we do we get auto unresolved. About the only thing we can do is give basic information they could get on the website. I checked on this numerous times cuz i hate having to transfer them but we HAVE to! It's not that we are work avoiding we are doing what we are told. From what I have heard talking to BEUC reps they got a big email and it also went out in those Advisor emails..
Regular care can no longer touch fans of any sort. If we do we get auto unresolved. About the only thing we can do is give basic information they could get on the website. I checked on this numerous times cuz i hate having to transfer them but we HAVE to! It's not that we are work avoiding we are doing what we are told. From what I have heard talking to BEUC reps they got a big email and it also went out in those Advisor emails..
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