An End to Curtesy
As those who work in retail know, it's the little things you do that bring the customers back in to your store. One of these small examples is rebate forms. We used to fill these out for customers to give them one less thing to do. Kindness gets abused, it seems, and now this little step is something we're no longer legally allowed to do. For customers who often wonder what happened to the policy of the customer being correct, this is just another small reason you're rarely greeted with smiles at the door. Shopping often now includes bag searches and security guards, because customers are viewed as enemies rather than shoppers.
I'm actually very sad we can't do this anymore, even though it's one less thing I have to do. I'm sorry fo...
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I'm actually very sad we can't do this anymore, even though it's one less thing I have to do. I'm sorry fo...
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Thank you Ralph... The same with crediting overage... it gets abused and management says no more credit for overages... plain and simple...
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Where did you hear this is new policy? I'm not contesting that, but I would be glad to no longer help with rebates. Unless it some senior citizen or a truly very nice customer, I hate the type that wants to know every single detail and that wants me to help walk them through every single step. I used to fill in the IMEI or ESN, and that would just feed them more rope to hang me with. Before you know, the store is packed and the customer you're trying to help opens a can of worms on you!
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I don't know if it's a cingular policy or a company policy. I just got the email from our Cingular retail account exec today. âšī¸ It may spread from here.
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It's your job to help. Isnt that what CUSTOMER SERVICE means?????? Just correct me if I'm wrong on this point.
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How do reps cause fraud by filling out rebate form for a customer? This is new to me. Who thinks of these things? Insurance, churn, and commision fraud, I can see. I fiiled out several hundread rebate forms for customers with no problems.
Will
Will
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Personally, I would rather fill out a rebate form for myself. Last year, I bought two phones from an authorized T-Mobile dealer and was supposed to get $100 for each phone. When I asked the guy behind the counter about filling out the rebate, he told me he had to/would take care of it b/c there was some store info he needed to add to the forms. Three months went by and no rebate. I called in the fourth month and they told me T-Mobile was delayed in their many rebates and it would be coming in the next 6 weeks. After six months I contacted them again and they told me they were contacting T-Mobile again. Finally they told me in August (8 months later) it would be here in 2 weeks. 2 weeks ago I called again and they told me T-Mobile was no long...
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Because there are terms and conditions on the rebate form that have to be read and agreed too and signed for (at least on the AWS rebates i'm not sure about the new cingular ones) and they don't want the retail reps just filling them out and sending them in without that customer being able to read and agree to the T&C's.
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Lets not confuse courtesy and customer service. I agree that customers themselves should fill up their own rebates form because if something is submitted wrong intentional or not or if Young America (the king of rebates processor) looses the item or simply don't process it or if it's lost in transition the company is liable.
I must say that I grocery shop with coupons (Ralphs) and many times it involves mail in rebates with 95% been process by Young America and not once a rebate has been returned to me. For the most part my rebate checks, movie tickets or other gimmicks arrive within the 8 week time frame.
I think that most people who sent their phone rebates get them returned due to missing information.
I must say that I grocery shop with coupons (Ralphs) and many times it involves mail in rebates with 95% been process by Young America and not once a rebate has been returned to me. For the most part my rebate checks, movie tickets or other gimmicks arrive within the 8 week time frame.
I think that most people who sent their phone rebates get them returned due to missing information.
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That's probably the other reason your not supposed to. Generaly sales reps know how to fill them out and what information to send. The customers have a nasty habit of not reading them and not sending in enough information or not signing or something so they are sent back. Most people don't bother to send them in again because it's money they aready spent. If that happends they don't have to pay it out and it saves them alot of money.
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Why do you think they have mail in rebates? It's because they can advertise a really low price but they only have to give that price to about half the customers because they either don't send in the mail in rebate or they don't fill it out properly. I'll bet it's not even half.
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Well, it's true.
I have a pretty, 27 day old OGO sitting on my desk that I bought at a local ATTWS store. With it, I got a $30 mail in rebate. The rebate form is still folded up in my purse along with the receipt. The form will probably never see the inside of an envelope. Hopefully I'll get around to filling it out, but I fear that the rebate will be forgotten and die a grimy death in the bottom of my bag.
Yep, corporate America is making an extra $30 off my laziness. At least I recognize it.
I have a pretty, 27 day old OGO sitting on my desk that I bought at a local ATTWS store. With it, I got a $30 mail in rebate. The rebate form is still folded up in my purse along with the receipt. The form will probably never see the inside of an envelope. Hopefully I'll get around to filling it out, but I fear that the rebate will be forgotten and die a grimy death in the bottom of my bag.
Yep, corporate America is making an extra $30 off my laziness. At least I recognize it.
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I always mail mine with a Return Reciept Requested/Registered Mail; that way I get a "green card" showing that someone signed for it and at least received it. Yeah, it costs more than a regular stamp, but to me it's worth it since some rebates can be pretty hefty!
That also gives me a "reminder" to call and check on the rebate, which I always do. And if you're still within the submission time frame, you can call and make sure everything is in the system, just awaiting processing time. đ
That also gives me a "reminder" to call and check on the rebate, which I always do. And if you're still within the submission time frame, you can call and make sure everything is in the system, just awaiting processing time. đ
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No, Delta, for a rep like myself, and all others on the frontline, we are NOT Customer Service....we are Retail Sales. There is a very fine line between the 2 at times, but some customers push it way too far. They need to take ownership and responsibility for themselves to ensure that they get THEIR money back.
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That is true that people should be responsible for their own money. I have problems letting my brokers handle my money. But that was not the point of my post which is why I stated to answer a specific point. Reread.
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delt, it seemed that you were just being another lazy demanding freak wanting the sun the moon and the stars for your 'hard earned money' ...which isn't earned any harder than our money.
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Ralph you bring up some very good points.
What you didn't add is that these same customers that we give kindness to, will screw us over in the end.
We fill out their rebate, properly go over it and even help them cut/past/mail out the form. The customer doesn't get it and it is immediately the SALES person fault.
We offer free stuff to these customers. These customers turn around and want more free stuff. We give them more free stuff. The customers then go "That free stuff is too expensive!".
Yes customer courtesy is dead... And the customers killed it.
What you didn't add is that these same customers that we give kindness to, will screw us over in the end.
We fill out their rebate, properly go over it and even help them cut/past/mail out the form. The customer doesn't get it and it is immediately the SALES person fault.
We offer free stuff to these customers. These customers turn around and want more free stuff. We give them more free stuff. The customers then go "That free stuff is too expensive!".
Yes customer courtesy is dead... And the customers killed it.
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I think people who want someone to fill out the forms for them are LOOKING for someone to blame in the first place đ¤Ŗ ...probably like that with everything in their lives. đ
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i think the big reason customer service in stores and customer service over the phone has gotten worse is the fact that 5 yrs ago wages were alot higher for customer service so you had a better caliber of people appling for the jobs now with low wages the more dedicated and quality people will go somewhere else to work while the left overs work for the wireless ind i know where i work we have a 70% turnover rate and we hire people just as fast as we can bring them in the door where as back when i started you had to go through 2 interviews and tke tests just my opinion đ đ
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Oh bullshitt, that has nothing to do with it at all.
Let me break it down for you.The first problem is this, the company needs to generate business, so they do things to attract csutomerslike free phones, big minute perks,free activations things like that.Then existing customers say "i'm loyal why aren't you rewarding me? So policies get changed via credit placing, that turns around and after that quarter turns around and say "hey we only made XXX dollars, instead of the projected ZZZ dollars" then policies change again, and then again and again and again.As a result the policy changes pretty regularly, so 1 day they get told this, then the the next day it changes to a that answer.
In the meantime, the customer got some of those benefi...
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Let me break it down for you.The first problem is this, the company needs to generate business, so they do things to attract csutomerslike free phones, big minute perks,free activations things like that.Then existing customers say "i'm loyal why aren't you rewarding me? So policies get changed via credit placing, that turns around and after that quarter turns around and say "hey we only made XXX dollars, instead of the projected ZZZ dollars" then policies change again, and then again and again and again.As a result the policy changes pretty regularly, so 1 day they get told this, then the the next day it changes to a that answer.
In the meantime, the customer got some of those benefi...
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Not all cell phone reps feel this way we at my company focus on our customer care if u are having dificulties with your phone/carrier (we currently do att and cingular) give us a call 541-732-2882 We Care.
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I still don't know why Cingular makes an issue of this. If I didn't fill the form out for the customer, chance are they never would work to recieve their money. Is it so hard to lick a stamp......wait stamps already come with adhesive on it.
Will
Will
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I guess it's possible that some people really are visually impared, and then there are those who cannot read (never learned, or because of something like Dyslexia). đ
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Or then theres just the plain dumb, plain stubborn, or plain deligating types that wont do anything for themselves bc they want everyone else to do it for them.
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I just read your statement about filling out the Rebate froms for your customers. I have been in retail for 2 1/2 years under the same company, and have done this for almost every eligible customer. Not only does it increase reputation and decrease potential churn, but it insures accuracy so the guest receives their money in a timely matter. I wasn't informed of the legality in connection with this, and am curious as to where the info. is located so I can follow-up on it.
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I agree with everything you just said. It's not illegal to fill it out for them, but they can blame it on you if the rebate center claims there was an error. The only problems that have ever occured with the rebates I fill out for customers have been with a lost IMEI (UPC) label. After having worked for the post office, I can see how easily this could happen, but if the customer doesn't have a copy of it they're pretty much screwed.
Our area account exec informed us he's given out too many credits for rebate issues and to stop filling them out for the customer. This makes them entirely liable for it's accuracy, and we therefore wouldn't have to reimburse them for any losses due to liability. I understand our exec, he's just coverin...
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Our area account exec informed us he's given out too many credits for rebate issues and to stop filling them out for the customer. This makes them entirely liable for it's accuracy, and we therefore wouldn't have to reimburse them for any losses due to liability. I understand our exec, he's just coverin...
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ralph_on_me said:...
I agree with everything you just said. It's not illegal to fill it out for them, but they can blame it on you if the rebate center claims there was an error. The only problems that have ever occured with the rebates I fill out for customers have been with a lost IMEI (UPC) label. After having worked for the post office, I can see how easily this could happen, but if the customer doesn't have a copy of it they're pretty much screwed.
Our area account exec informed us he's given out too many credits for rebate issues and to stop filling them out for the customer. This makes them entirely liable for it's accuracy, and we therefore wouldn't have to reimburse them for any losses due to liability. I
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I just know that I'm sick of waiting for at least 20 minutes to get helped whenever I go to a ATT/Cingular store.
Obviously, it's because there's lots of shoppers, but hire some extra holiday help!!!
Obviously, it's because there's lots of shoppers, but hire some extra holiday help!!!
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Well, I went to a different store today, and the store manager would sign people in as they walked in the door. Even though the store was packed (more poeple than I've ever seen), I got helped within 5 minutes because of their great sign in system.
I've never waited for less than that at my nearest store!
I've never waited for less than that at my nearest store!
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The store in my area does that too...seems the wait is always 5 min. of less. đ
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Its gonna be flat out nuts in Cingular stores as a result of the merger. I would wait till after the new year before doing anything at a retail location if I were you. They have their hands full dealing with people freaking out because they don't know what is happening with their accounts, and when the AWS customers start getting a taste of the NewCingular's policies, I bet it is gonna get worse before it gets better.
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