Replacing it with a Blackberry usually fixes everything. 😳

Pretty much. But it depends on the issue I try to do everything before throwing them to apple because it is mostly end user errors. One thing that made me laugh is when an apple rep called me and wanted to stay on the line but refused to give out her last name claiming they are not allowed to though they do. And she tells me "Yeah, they sent the customer over with out troubleshooting him first." So I am sitting here thinking, you don't attempt any troubleshooting you just trasnfer him back? I just love those apples.

At least apple has better IVR hold music AND They dont scream at you to add this and that repeatedly...

I wish we had their hold music.

What is our hold music?! I just thought it was someone babblign about ATT promotions.

Fast elevator music with an IVR advertising ATT Navigator and stuff like that.

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😈 90% of the time their phone is not compatible. 🙂

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Amen!!!

Yeah..I noticed that.. Apple reps do definitely lurk on the calls. It's annoying.

One cool thing though.. after an apple rep was lurking, and the cust hung up, theuy didnt and while I was still notating...I heard an interesting apple message for their CSR's..

"Your customer has hung up. This line will be disconnected in 30 seconds."

THEY GET 30 SECOND AFTER CALL TIME!? What the hell is that? I want 30 seconds between calls!!! lol.

that would save on the hang ups while wrapping up and noting and having to note while on the next call. LOL

At least you notate...nothing like going into an account with an irrate cust on the phone and seeing the previous reps just chose the 3 step res in clarify and left NO NOTES.

argh.

I know what you mean! I don't get why reps do that, it is so annoying. And of course if the customer says the rep told them something I end up having to partially believe them because the previous rep is an airhead.

If its a simple sim swap thats all i notate.. but if its a payment arrangment always note advise of 36.00 restoral fee and no arrange. for 6 mos if suspended. Or if its about adding a line always note: Advised of activation fee: proration and mrc...or vice versa for upgrade fee so people cant call in and say no one told me. I would like to have the ability to pull their calls....and conference it to the customer and say.. SEE THEY TOLD YOU THAT AND YOU SAID OKAY!

That would be so great, lol. But a lot of pissed off customers, too...

🤣

It'd be worth it, mwuahahaa. 😈

I even made quick scripts to put in notes of what I say and to send PCN's. 🙂