AT&T Care/ Core, the bullies on the playground!
It seems to me that more and more customers are coming into my (agent) store with really random, unheard issues that apparently HAVE to be resolved at a corporate-owned location. Now, tell me, WHY can't I help a customer in my store if a system error shows that an eligible upgrade is ineligible? If you, the Care Rep CAN fix it, why will you NOT fix it?
In the last few days I've had to turn away SEVERAL unhappy customers that had to be referred to our local Core stores because of, oh, the line was relocated so WE can't do an upgrade, or POS shuts down when we try to convert a prepaid to postpaid, or even someone from out of state wanting to pay a bill...
The idea may be for Core to gain more sales this way, like the elementary school p...
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In the last few days I've had to turn away SEVERAL unhappy customers that had to be referred to our local Core stores because of, oh, the line was relocated so WE can't do an upgrade, or POS shuts down when we try to convert a prepaid to postpaid, or even someone from out of state wanting to pay a bill...
The idea may be for Core to gain more sales this way, like the elementary school p...
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I had two relocations do that just last week.
I sent the issue to our (agent) commissions department. They get a better response from at&t than agents do since they represent over 200 stores.
I sent the issue to our (agent) commissions department. They get a better response from at&t than agents do since they represent over 200 stores.
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We used to use the "Save Team", but even those kids are acting belligerent these days ☹️
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Business care is no better. We have NBI access now, right? Well they don't care. We sold a phone to a customer to replace a lost phone, then notated the account and called in to add insurance just as policy dictates. Business care wouldn't talk to us because the customer had already left, and Agent Support wouldn't touch it because it was NBI.
There is some serious head-in-ass going on.
There is some serious head-in-ass going on.
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That is the most frustrating thing for me. I am busy and sell a phone and tell the customer I'll call in and get their (insert issue) taken care of and oh no, since the customer left they can't take care of the customer even though the customers are usually not smart enough to relay what they want done anyway. The whole system is so inefficient and leaves the customer with a bad experience in their mouths and us reaching for bottle.
The new upgrade policy was supposed to be better for customers but up to now it only seems worse. I've scene customers who are out of contract and not elligible for and upgrade. Wow at&t way to treat your custy's!
The new upgrade policy was supposed to be better for customers but up to now it only seems worse. I've scene customers who are out of contract and not elligible for and upgrade. Wow at&t way to treat your custy's!
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Yeah, but on the upgrade issue that's normally because the customer NEVER pays their bill on time. I can kind of understand that.
What I don't like is that CARE is STILL approving people for exception upgrades, which were supposed to be phased out a long time ago. Whenever I see that, I just show them how I can sell them a phone outright for the exact same amount as an exception costs and they won't have to do any contract renewals for it. It's still crap that they'll bend all the rules for COR stores but not help us out.
What I don't like is that CARE is STILL approving people for exception upgrades, which were supposed to be phased out a long time ago. Whenever I see that, I just show them how I can sell them a phone outright for the exact same amount as an exception costs and they won't have to do any contract renewals for it. It's still crap that they'll bend all the rules for COR stores but not help us out.
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Amen, they just put a new person over the rockymountain region for indirect for us and he sees that since 45/55 of the stores in the state are ours that they need a better upgrade program. He has "promised" that a new program will come out this month. And from what I've heard most COR employees don't give upgrading customers the best treatment.
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No, there is a new guy over the indirect channel for the RMR. His name is Scott I think. Gosh don't they tell you anything in UTC lol.
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no man, they dont tell us sh*t ha ha. maybe he will actually get stuff done instead of having to send joe 20 emails and maybe get it done a month later 🤣
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lol, joe used to be our RAE at fort union. He is a cool guy but not very reliable. Sharon is awesome though.
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Joe is a killer guy, but like you said, extremely unreliable ha ha. how the biz out there for ya lately?
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We hit all our goals last month. August has been kind of a slow starter but hopefully it will pick up!
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What states are the RockyMountain regine? I am in the MTZ regine.
Don't even get me started on the stupid att cor people. Also, the customer service over the phone. STUPID PEOPLE!!!! They tell customers that have bought phones online of over the phone that they can return there phone to us. Also, this not allowing exceptions has takin like a third of our business away. NBI is a JOKE. We have spiffs that we have not been paid since JAN. WTF, eight months!!!! I called today to customer care for a customer, they told me that if I put the customer on the phone that they could do a exception upgrade, I was like no FU and hungup. They steal our customers. att cor SUCKS!!!! They lack customer service and only wanna make a spiff off...
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Don't even get me started on the stupid att cor people. Also, the customer service over the phone. STUPID PEOPLE!!!! They tell customers that have bought phones online of over the phone that they can return there phone to us. Also, this not allowing exceptions has takin like a third of our business away. NBI is a JOKE. We have spiffs that we have not been paid since JAN. WTF, eight months!!!! I called today to customer care for a customer, they told me that if I put the customer on the phone that they could do a exception upgrade, I was like no FU and hungup. They steal our customers. att cor SUCKS!!!! They lack customer service and only wanna make a spiff off...
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Excellent English skills. You represent the finest in what a agent is all about!
If you came into my store looking like you are sounding, I would pawn you off on a telephone too so to get away from the smell.
If you came into my store looking like you are sounding, I would pawn you off on a telephone too so to get away from the smell.
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Excellent grammar skills, you might want to work on that before you preach to others.
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I KNOW!!! I've seen that No Contract but not eligible thing twice TODAY!!! One had to do with relocation, but another was just an error, but of course... gotta send them to Core.
... and it isn't hard to get around that customer not being in the store thing ;)
... and it isn't hard to get around that customer not being in the store thing ;)
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You shouldn't have to "get around" it.
We have just as much access to those accounts as they do, which is why we can pull up NBI accounts and make changes even though regular CC can't. God forbid there's an error though, because they couldn't care less.
We have just as much access to those accounts as they do, which is why we can pull up NBI accounts and make changes even though regular CC can't. God forbid there's an error though, because they couldn't care less.
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They don't seem to understand the concept that we all effect each other's pay rate. If we lose customers because of them, they don't get raises because we're not making the sales. It's like thay're looking at us as a completely seperate company, not related to AT&T, just BUGGING them.
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I agree, I feel like we are congress. Agents being one party and COR being the other. While we all want to accomplish the same goals we can't talk to eachother or get along. If we could only unify the whole company image would improve and word of mouth would bring in more sales and beat the other providers.
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AMEN. I feel this company has terrible synergies between COR/AGENTS/CS. I hate it when I call into BUSINESS CS and they wont touch the account because the customer isnt there even though I can verify all the information on the account. Arent we on the same GD side?!?!?!? This company frustrates the hell out of me because the policies are so illogical and are not designed to be customer friendly. Ohwell, when we start pulling 500K adds per quarter or less **** will change.
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Am I missing something? They say I am able to get into NBI. So I try to do that, nothing happens. WTF. I am in Colorado, I can't get into NBI. Maybe my account rep just hates us cause we queston our spiffs every month cause they are always short at least $1500.
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Try this one...
Calling to get a FAN you know exists, but being told you can't get access to it. I had a customer the other day who worked for a company I know is on the FAN list. Unfortunately, our FAN list was lost, so our Rep gave us a number to call and get the number.
Apparently, they don't want to help out so I ended up loosing that sale for AT&T. I got them for Sprint though - since Sprint's CS line for us will give us just about anything we want.
Calling to get a FAN you know exists, but being told you can't get access to it. I had a customer the other day who worked for a company I know is on the FAN list. Unfortunately, our FAN list was lost, so our Rep gave us a number to call and get the number.
Apparently, they don't want to help out so I ended up loosing that sale for AT&T. I got them for Sprint though - since Sprint's CS line for us will give us just about anything we want.
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i thought this was an issue of my store only. anyone else experiencing the "since your an agent i'll need to talk to the customer to verify the account before i can talk to you" lately?
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I see it all the time at my store. I get the whole run around simply because I'm an agent. Now I will say some of them are nice and understanding, but they still don't do what needs to be done quite a bit.
AGENTS stores have to look and act like COR stores so why do we have to be as limited on things as we are?!! It doesn't make any sense. Whether it be fixing the No Contract upgrade error or resolving a billing issue, CS seems to push us aside. I know there are reps probably reading this, but seriously you shouldn't look at us as different. It's already bad enough that the local COR store from where I am in NJ has the worst reputation in town, but they lie and say how "bad" we are by saying that we sell used equipment and aren't really ...
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AGENTS stores have to look and act like COR stores so why do we have to be as limited on things as we are?!! It doesn't make any sense. Whether it be fixing the No Contract upgrade error or resolving a billing issue, CS seems to push us aside. I know there are reps probably reading this, but seriously you shouldn't look at us as different. It's already bad enough that the local COR store from where I am in NJ has the worst reputation in town, but they lie and say how "bad" we are by saying that we sell used equipment and aren't really ...
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Looking over all of the posts and rants I feel as though there is a serious lack of communication here. There are alot of resources that aren't being used, namely the one you should look in when you have a question. CS is not going to do something that you want them to do just because you asked them or in many agent locations, tell them to do. If it cant be done then it cant be done. You should first look and see what needs to be done on your end first. ATT is a growing business and sometimes policys and procedures change. Its the nature of the beast. Please don't rant and rave when you haven't researched what can and cant be done. Yes some things have to be done at a COR or through CS but policies change and thats what the system is for. I ...
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I'm not sure if you are aware, but agents have an FCG report that reflects the times we, or a line we have recently activated, calls customer service. The percentge of calls in can hurt our stores, so with that being said, I believe (or rather, I HOPE) most agents use every resource they have before calling in. I know we do.
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Since they stopped the secret shop in our area our two COR stores are sending us more of their customers. I don't know how they can get away with ignoring the customers and adding features that the customer doesn't even know about. If we at our agent store did that we'd be gone in a heartbeat. AT&T need to realize who does the best in customer service and reward them. The only way to solve some of the problems is make sure that COR, agents, and CS are all on the same page. By that I don't mean sending a worthless CSP message explaining new protocol. Send emails to everyone and have the managers explain and "coach" the staff and make examples if not followed. That's what is so fustrating, not being on even footing even though they say ...
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Remember, you the agent are not penalized for calling your agent que number on behalf of the customer. Here in the south, the no is 866.856.0156
Only if the customer calls care direct within 30 days of activation, does that reflect your report. Hince taking care of cs issue on your own. Sounds like you are on the right path.
Will
Only if the customer calls care direct within 30 days of activation, does that reflect your report. Hince taking care of cs issue on your own. Sounds like you are on the right path.
Will
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Saying a problem doesn't exist doesn't make it so unfortunately. I also read through this thread and no one is really ranting or raving. Almost everyone is relaying experiences that they have had of late. There is a difference.
The message we get when we dial our CS numbers is quite simple: the line is there to facilitate agents and resellers. That means, quite simply, that those people are there to help us.
I doubt many of us here grab our binders the moment something gets too hard. We try to get POSII or POSI to work, etc... Sometimes though, we do need to call in. In the past, I have to say calling into Cingular was a breeze. Give your agent code, your region and you pretty much get anything you need with a smile. It was ...
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The message we get when we dial our CS numbers is quite simple: the line is there to facilitate agents and resellers. That means, quite simply, that those people are there to help us.
I doubt many of us here grab our binders the moment something gets too hard. We try to get POSII or POSI to work, etc... Sometimes though, we do need to call in. In the past, I have to say calling into Cingular was a breeze. Give your agent code, your region and you pretty much get anything you need with a smile. It was ...
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