Why do customers think fees should be waived for them.
I have worked in cellular for about two years in customer service. It tripps me out how some people think it is so unfair that they have to pay fees. I just don't understands you get a free phone and you have to pay a fee for activation or upgrade that makes sense to me. this kills me why do some customers think they are so special that the fees should be waived. I do not understand help me to understand these people.
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nah...ignorance is unintentional unknowing, "Stupidity" is the term you seek...it really more for the idiots who refuse to know better.
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Personally, I think that if if you get a free phone for committing for 2 years thats fine, but there shouldn't be any activation fees for a 2 yr committment. Thats alot of money you are comitting to cingular, why would you want to pay to activiate something when you know you'll be paying alot more in the long run?
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comicalhazard said:
Personally, I think that if if you get a free phone for committing for 2 years thats fine, but there shouldn't be any activation fees for a 2 yr committment. Thats alot of money you are comitting to cingular, why would you want to pay to activiate something when you know you'll be paying alot more in the long run?
True, it is a long commitment. However, it's hard to realy know unless you've seen first hand how much money your company invests into you, too. You are paying them for a service, which it is their responsibility to provide. However, a lot of your money paid to them is put right back into the company, not just as profit.
Think of it as putting a down payment on a lease car...
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" I've been a ATT/Cingular/SBMS/BSM customer since dirt was invented and I've given them a million dollars of my money and they owe me because I'm your very best customer/biggest customer with more lines than anybody else on my 4 line family talk and Verizon/Tmobile/sprint/Cricket/Alltell/Virgin gave my sister/uncle/cousin/granny/big toe a free top of the line flip phone with no activation/upgrade fees with 1 million minutes for 19.99 per month."
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I hear that crap from every ATT customer who walks through our door.
No wonder ATTWS was going broke.
No wonder ATTWS was going broke.
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havent you heard Verizon is coming out with a 25 cent per year with unlmt anytime mins and free calling to anywhere in the world!!! 😉
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I have a question...Why do companies charge activation fees???? It would save so many headaches to just waive them automatically. LOL 🤣 This is one of my biggest pet peeves. Why do customers even try? If you don't want to pay an activation fee, don't fu@#ing sign up!!!!!!!!! 👿
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Seriously. You agree to the fee when you sign a contract. If you don't want to pay it, Bye bye.
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Why you ask? Let me tell you...
When a Cingular rep tells over the phone that the re-activation of a line will cost $18, I shouldn't then see a $36 charge on the statement...That's why!
When I ask for the re-activated line to be provisioned for a $39.99 plan, I shouldn't see it prorated on the statement for a $59.99 plan.
Stupidity and ignorance are more prevalent elsewhere, especially in the company. Look inside for reasons why customers feel entitled. It's usually because of poor customers service reps who don't do a good job in explaining the important details.
When a Cingular rep tells over the phone that the re-activation of a line will cost $18, I shouldn't then see a $36 charge on the statement...That's why!
When I ask for the re-activated line to be provisioned for a $39.99 plan, I shouldn't see it prorated on the statement for a $59.99 plan.
Stupidity and ignorance are more prevalent elsewhere, especially in the company. Look inside for reasons why customers feel entitled. It's usually because of poor customers service reps who don't do a good job in explaining the important details.
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*cough* well those are blatant errors that would require a waiver.
But we're talking about people who say "i shouldn't be charged anything becuase I said so!"
But we're talking about people who say "i shouldn't be charged anything becuase I said so!"
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Activation fee's, activation fee's....They aren't hidden in any way, they are printed on every contract, terms and conditions, and price tag (____phone model, $49.99 *price with 2 year contract and $36 activation fee*) I can think of. Do you go to the grocery store and say hey I'm out of coke take $1 off my next 12 pack because I shop here all the time and spend a million of my dollars? It's a set price.
For the thrifty bargain hunter out there, take the time to find the sales, and the promotions, where sometimes that fee is waived. Just like cutting coupons.
Activation/Sales reps should know how to explain them too, if not more than customer care. Basically it helps us recover a SMALL percentage of the costs associatied with activat...
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For the thrifty bargain hunter out there, take the time to find the sales, and the promotions, where sometimes that fee is waived. Just like cutting coupons.
Activation/Sales reps should know how to explain them too, if not more than customer care. Basically it helps us recover a SMALL percentage of the costs associatied with activat...
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I refer you to all the good will 🤣 that has been developed with cell phone customers as depicted in surveys.
More customers will take the providers seriously when there are no dripped calls and they experience the reliability of their land line.
Before a get thrashed please understand I do not suggest that all their expectations are appropriate just that they have them, and in part it is based on providers' marketing to them.
More customers will take the providers seriously when there are no dripped calls and they experience the reliability of their land line.
Before a get thrashed please understand I do not suggest that all their expectations are appropriate just that they have them, and in part it is based on providers' marketing to them.
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That's funny because on my way to work and if I remember correctly. All advertisements have a disclaimer "service is not guranteed in all areas".
Try taking you cordless landline and walk away from the base until you start hearing static. Then call the manufacturer and tell them you don't have any signal.
See if they take you seriously. You are dealing with technology with limitations and it ALWAYS will. So dripped calls can be expected.
Try taking you cordless landline and walk away from the base until you start hearing static. Then call the manufacturer and tell them you don't have any signal.
See if they take you seriously. You are dealing with technology with limitations and it ALWAYS will. So dripped calls can be expected.
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JessiCSR said:
Dripped...What are these.."dripped" calls you guys speak of? 🤣
Perhaps he's referring to that new DCS-String technology again
(Dixie CupS and String) 😕
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I agree wholeheartedly. These facts do not change the perception which is reality. All the disclaimers in the world would not change the perception that if you advertise service in an area the expectation will be there even though the reality of the technology could not possibly guarantee it.
The "can you hear me now" ads are very effective but come with a two edge sword.
The "can you hear me now" ads are very effective but come with a two edge sword.
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I must be ignorant or something then, because I live in a very rural area of FL (cows and horses every where) and though coverage would be about as bad here as could be expected. I can get coverage in 90% of the areas I travel to.
Now don't get me wrong if service is sold in that area coverage is to be expected, that's a gimmie. But 100% coverage in all areas. Get over it! I think people have too large of expectations.
Now don't get me wrong if service is sold in that area coverage is to be expected, that's a gimmie. But 100% coverage in all areas. Get over it! I think people have too large of expectations.
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I agree, however customers are coming to cell phones from their landlines with 100% coverage and reliability (sever storm exceptions).
Contrast your Florida experience with mine in Denver, CO. When I got maarried and moved to my wife's home I could not hold a signal even though the house does not have mountains around us and is right in the heart of Denver. It was not until 1 1/2 years later that a tower was built nearby that I get coverage at my home office. The lack of coverage was both digital and analog. I now get both digital and analog (VZW) at the home/office.
If I go to the mountains I can lose coverage even along major highways (analog or digital). I understand the technology so I appreciate how difficult it would be to m...
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Contrast your Florida experience with mine in Denver, CO. When I got maarried and moved to my wife's home I could not hold a signal even though the house does not have mountains around us and is right in the heart of Denver. It was not until 1 1/2 years later that a tower was built nearby that I get coverage at my home office. The lack of coverage was both digital and analog. I now get both digital and analog (VZW) at the home/office.
If I go to the mountains I can lose coverage even along major highways (analog or digital). I understand the technology so I appreciate how difficult it would be to m...
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yeah remember it costs the company about 350$ to activate service for a new customer so I think a 5% - 10% fee is reasonable. It will take many months of service before you are actually making the company any money so if you don't want to pay it go prepaid and have outrageous per minute costs and no promotions
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Here's an idea...just prorate the fee throughout the term of the contract (1 or 2 years), then the customer won't have anything to complain about unless they fine-tooth their bill. 🤣 (And I'm sure by law, the charge would have to be stated somewhere on the bill.)
I say that as a joke in that if people don't see a charge, they think they're getting something for free.
Example: I worked with a lady who was not a stupid or inexperienced person, and she was mad because the new neighborhood she moved to was making her pay for garbage pickup via a separate bill (private company, unincorporated area). She never had to "pay" for her garbage pickup before because it was "included" in her city utility bill. 😳
She was assuming it was ...
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I say that as a joke in that if people don't see a charge, they think they're getting something for free.
Example: I worked with a lady who was not a stupid or inexperienced person, and she was mad because the new neighborhood she moved to was making her pay for garbage pickup via a separate bill (private company, unincorporated area). She never had to "pay" for her garbage pickup before because it was "included" in her city utility bill. 😳
She was assuming it was ...
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LMAO
Yeah, she was paying. It was just a separate little line item on her utility bill. jeez hehe 🤣
Yeah, she was paying. It was just a separate little line item on her utility bill. jeez hehe 🤣
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Yeah, I know!
At least the cell phone companies are up-front with the activation fee and charges, it's all in the contract.
SBC doesn't tell you anything...they changed my landline service (less money, more services) and charged me a fee to do something THEY suggested that I do! Now, that made me mad because if I had been told about the fee up-front, maybe I wouldn't have made the change. 🙄 They are really bad about sneaking fees and the like in. Seems like I'm calling them several times a year.
At least the cell phone companies are up-front with the activation fee and charges, it's all in the contract.
SBC doesn't tell you anything...they changed my landline service (less money, more services) and charged me a fee to do something THEY suggested that I do! Now, that made me mad because if I had been told about the fee up-front, maybe I wouldn't have made the change. 🙄 They are really bad about sneaking fees and the like in. Seems like I'm calling them several times a year.
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So's comcast cable 👿
Sell me a promotion for internet-only (cable modem) service for $24.99/mo for 3 months, $42.99/mo there after. So, I get this letter in the mail a couple weeks ago that says "Due to a recent audit we have discovered you are not a normal cable subscriber and the service you have been receiving will now be changed to $59.99/mo"
So, I called them up and they were nice and all and said how sorry they were, that the $42.99 offer was for cable TV subscribers who had a combined package. So, they said if I wanted to sign up for the $13/mo basic cable service I can keep the $42.99 price on internet. (We have satellite tv, so it doesnt really matter, but the last people here left the cable on, and Mr. Cable Man hooked us ...
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Sell me a promotion for internet-only (cable modem) service for $24.99/mo for 3 months, $42.99/mo there after. So, I get this letter in the mail a couple weeks ago that says "Due to a recent audit we have discovered you are not a normal cable subscriber and the service you have been receiving will now be changed to $59.99/mo"
So, I called them up and they were nice and all and said how sorry they were, that the $42.99 offer was for cable TV subscribers who had a combined package. So, they said if I wanted to sign up for the $13/mo basic cable service I can keep the $42.99 price on internet. (We have satellite tv, so it doesnt really matter, but the last people here left the cable on, and Mr. Cable Man hooked us ...
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🤣 I feel your pain. We have Time Warner and they 'usually' notify you on your bill a month in advance of a change, but I noticed last month that 3 indie film channels are now PPV! That reminds me, I need to call them!
I know the cable companies are something else, and you don't really get a choice of who's servicing your area. 🙄 Good luck!
At least with cell providers you DO have a choice!
I know the cable companies are something else, and you don't really get a choice of who's servicing your area. 🙄 Good luck!
At least with cell providers you DO have a choice!
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Based upon my travel experience I suggest that some of what you notice is due to cultural differences. Millions around the world do not purchase products or services for a fixed price. The price is based upon opportunity, relationship, how one feels during the day etc. Auto prices are now both fixed as well as flexible.
I do not suggest that the above holds true for the majority of your customers so another possibility is that they do not loose anything by asking and can only gain from the small effort expended.
Another factor is that some customers see certain fees being advertised in many other industries but subsequently waived on a regular basis so they believe this is possible with their provider (land line phone, satellite an...
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I do not suggest that the above holds true for the majority of your customers so another possibility is that they do not loose anything by asking and can only gain from the small effort expended.
Another factor is that some customers see certain fees being advertised in many other industries but subsequently waived on a regular basis so they believe this is possible with their provider (land line phone, satellite an...
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Ya know what just kills a piece of my heart everytime I hear it?
"WHAT??? $36 activation fee? You can't possibly convince me that Cingular pays someone $36 to push a few buttons and get this phone working!"
NO, you butt-sniffin monkey terd, I pushed the buttons and got the phone working....if they gave me $36 everytime I did I wouldn't be strapped for cash most days!
"WHAT??? $36 activation fee? You can't possibly convince me that Cingular pays someone $36 to push a few buttons and get this phone working!"
NO, you butt-sniffin monkey terd, I pushed the buttons and got the phone working....if they gave me $36 everytime I did I wouldn't be strapped for cash most days!
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thats a great idea, cingular should pay the sales people the activation/upgrade charges as commission....
would never happen, but we are definitely worth it.
would never happen, but we are definitely worth it.
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I'm down with that...it'd keep me from having to deal with tryin to sell features to the guy who just walked in literally screamin he wanted "ANYTHING I AIN'T GOTTA PAY FOR"
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