A way Cingular (& other carriers) could improve..
It’s just a shame that Cingular reps have so little flexibility, that even when they see an obvious billing problem (not too complex, or too high) and they want to help you… they still have to submit a ticket, which takes time for results, plus you could lose if they did not note everything you said in the ticket.. (I understand why they do this, to lower hold times… and lower credits given for no reason, but then they should at least have a system where I could send an email to CS, or submit a ticket myself, and I get the answer via email… instead of me having to call Cingular 5 times about it (b/c they usually never call me back, even when they have results..) I think this would save money, and make many customers like me happy!!!
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i agree, but here's my 2 cents:
if you live in a low coverage area, and there was a web-based reporting tool, what would stop you from reporting it every day 5 times a day? this would create false reports that may cause the company to spend money on a tower that would correct a problem area affecting 10 people vs correcting a problem affecting 1000 poeple.
there is a way to request a credit online. i'm not sure if it is for specific things, as i havent actually gone through the process, but i know its there.
live chat or email could be a nice way of doing things, but i could imagine it being a logistical nightmare. they would have to dedicate an entire call center practically, just for answering emails, as im sure there would be a t...
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if you live in a low coverage area, and there was a web-based reporting tool, what would stop you from reporting it every day 5 times a day? this would create false reports that may cause the company to spend money on a tower that would correct a problem area affecting 10 people vs correcting a problem affecting 1000 poeple.
there is a way to request a credit online. i'm not sure if it is for specific things, as i havent actually gone through the process, but i know its there.
live chat or email could be a nice way of doing things, but i could imagine it being a logistical nightmare. they would have to dedicate an entire call center practically, just for answering emails, as im sure there would be a t...
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There is a way for employees to report low coverage areas, but we're never supposed to tell a customer how to do it. All we do, though, is leave a detailed voice message with them saying what cross streets, time of day, direction travelling, weather conditions and so forth. There's no call back from it.
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AWS has a live chat with reps on their website. It works out pretty good. Maybe they will impliment a trial period being as they will already have reps trained in that type of CS once the merger goes through.
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AT&T Wireless has everything you mentioned except the Billing Issue reporting online (customer's may not know where to find it, but its there). On the matter of live chat online, I'm not sure who works that, but I don't think its out of one of the usual call centers. Maybe a third party callcenter or vendor does it. And I have no idea how well it works, logistically from their end. But at least its there. Should be interesting to see how many AT&T Wireless ideas Cingular incorporates into the new company, considering they are the ones buying AT&T Wireless
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The star services are free. Customers are not charged for the txt message...ever. If you are, you should have CS submit a credit and issue a trouble ticket.
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if you go to cingular.com/customer_service a lot of simple questions will be answered. also if you are using the automated system that tells you about *646# it also tells you that the service is free. We a group to answer emails but they were not utilized very often and we needed the manpower to answer calls so it was dismantled. There is a new call taking system that is being rolled out across the markets and they will be able to give you a confirmation number on your trouble tickets and also you can request your reply by text message or email (but keep in mind you give up your call back right when accepting these offers) if it is something small sure you can get email but if you can't make calls you want to request call back, I called my ...
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