upgrade help
Customer tried to upgrade on-line. Ordered phone, etc. Order canceled because the system would not accept CC. Go on-line and shows the order was canceled. Came into store to upgrade, can not upgrade because POS2 shows upgrade was completed and contract was extended. Customer care was unable to cancel upgrade. Who do I contact for the customer to get this straightened out. Thanks
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Customer care should be able to "unpark" their online equipment, which should give you a yes elligiblity in POS.
I would CS call back again and be sure to remind the customer why it is always better to buy phones in-store.....another successful online story.
Will
I would CS call back again and be sure to remind the customer why it is always better to buy phones in-store.....another successful online story.
Will
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Once a customer has returned a phone on an upgrade, done a TOS or a Relo, I have never been able to upgrade that customer as their eligibility is screwed up for some reason as it doesnt upgrade in POSII. Customer care has never helped me solve the problem, unless they say sorry send to a COR store. I love losing sales over crap like that.
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I have done it before (as an indirect).....Time consuming....but worth helping the customer....I had to call the corporate store that did the upgrade to make them fix it (yeah that was a challenge) but I got it done, and got a lot of referral sales from her.....
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This was a web order, I finally got hold of someone in CC who's run into this problem before, he stated it takes about 4-5 days to fix. He took a report and he would pass to proper department. We will see. I just don't understand though, how the system could change the eligibility without the upgrade being complete. ATT needs better programmers.
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The upgrade eligibility checker has never been quite right. It has flaws like that, or sometimes it will have a reason code that you can't upgrade even if you've been out of contract since 2005.
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