Cing reps....???
If something is in the notes, even though its not legitimate, are we supposed to go by what the previous rep promised?
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If it's not legit, give the CUID to one up from you, but definitely don't honor it. Explain the policies to the customer if they insist on having what they were told previously, and how you cannot comply because you have to protect your job. Definitely get your managers approval first, cus if you don't look out for your butt no one will.
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A rep noted that she told the customer we would waive the etf....she was a relocation from a different region and had been with us longer than 30 days..... 👿
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Shayby said:
A rep noted that she told the customer we would waive the etf....she was a relocation from a different region and had been with us longer than 30 days..... 👿
Customers are not to be charged ETF for relocations.
The previous rep was correct. The fee should be waived.
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So she relocated and then tried to cancel within 30 days of the relocation? The original contract dates should be in effect and if they're in them they will definitely be charged. Report the rep so they wont make these mistakes in the future, but definitely don't attach your name to that mess.
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ralph_on_me said:
So she relocated and then tried to cancel within 30 days of the relocation? The original contract dates should be in effect and if they're in them they will definitely be charged. Report the rep so they wont make these mistakes in the future, but definitely don't attach your name to that mess.
Thats right, she was still under contract and cancelled her line. The rep said that she could get the etf waived, apparently thinking she had just started service because she came from a Care market to a Telegence market so it showed up as her start date was two days ago.
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ralph_on_me said:
So she relocated and then tried to cancel within 30 days of the relocation? The original contract dates should be in effect and if they're in them they will definitely be charged. Report the rep so they wont make these mistakes in the future, but definitely don't attach your name to that mess.
Didn't think of that.
Ralph is right.
If the customer cancelled within 30 days of the relocation, then the ETF on the original account would be charged.
I assumed you meant that the customer relocated and the original account was charged an ETF just because they relocated.
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No sorry for the miscommunication. He had it right. The phone she had was like 2yrs old which through up a red flag so i the rep that called in from the store and I looked over it and noticed that she had relocated. Grrrr why don't people look at things before they say things like "sure we will waive the etf"
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