Who can correct an upgrade date? Anyone know?
I have a couple issues that I need to get resolved, and I'm hoping some of you knowledgeable peeps can help me 😁
I have 3 lines of service on my family plan. The main number, mine, had an upgrade in April to the Blackberry Curve. I returned it 2 weeks later because the speaker went out, and at that time the price had changed and I didn't want to pay the higher price, so I just reactivated my old phone. They couldn't tell what my contract end date was before I did this upgrade, so they just made that line out of contract. Fair enough, no problems there. The upgrade date still shows Jan 2010 which is the upgrade date from the Curve and customer service can't seem to get it corrected. So, that line is showing out of contract but n...
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I have 3 lines of service on my family plan. The main number, mine, had an upgrade in April to the Blackberry Curve. I returned it 2 weeks later because the speaker went out, and at that time the price had changed and I didn't want to pay the higher price, so I just reactivated my old phone. They couldn't tell what my contract end date was before I did this upgrade, so they just made that line out of contract. Fair enough, no problems there. The upgrade date still shows Jan 2010 which is the upgrade date from the Curve and customer service can't seem to get it corrected. So, that line is showing out of contract but n...
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1) If this is true go to the store and have them notate the account that you returned it. Call Customer Care and explain to them the phone was returned give them the store phone number and rep name you spoke with so they can call and verify. And have them file a billing ticket for it because if you returned it then your contract should reflect back as such.
2) Is that line off contract? Because normally phones you start with your own equipment is off contract and sometimes eligible to upgrade. However, did you add that line over the phone? I know adding it over the phone requires a 1yr contract with telesales. And from there I am not too sure about the upgrade.
2) Is that line off contract? Because normally phones you start with your own equipment is off contract and sometimes eligible to upgrade. However, did you add that line over the phone? I know adding it over the phone requires a 1yr contract with telesales. And from there I am not too sure about the upgrade.
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The new line of service that I just added with my own phone is on a 2 year contract. I went to a Corp store to add this new line of service, and they told me that it's a new policy...all new lines of service require a new 2 year contract with or without a new phone purchase. I thought this seemed a bit odd, but I've been with AT&T for a few years and I'm very satisfied, don't plan on leaving anytime soon, so I shrugged it off.
I called customer service today and they said they could see that I had returned the Curve. They agree that both lines are eligible for upgrades and even notated my account with this information, but they can't seem to get the upgrades dates changed to reflect it. They told me to call another number to have the...
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I called customer service today and they said they could see that I had returned the Curve. They agree that both lines are eligible for upgrades and even notated my account with this information, but they can't seem to get the upgrades dates changed to reflect it. They told me to call another number to have the...
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Billing tickets no longer work, Pious. Check this out.
Unfortunately, due to recent changes in policy and procedure for BEUC and IT processes, we are no longer able to adjust the Automatic Upgrade Eligibility Checker. Please review the customer's account and if the notes and information support that the customer should be eligible for an upgrade, please notate the account with your findings and process an upgrade through Phoenix or advise the customer go to a COR store for an override. Keeping in mind that the customer should be eligible and would normally be able to process their upgrade through the venue of choice (online, 3rd party etc), Please consider the Customer Rules when pricing equipment for the customer and working them on...
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Unfortunately, due to recent changes in policy and procedure for BEUC and IT processes, we are no longer able to adjust the Automatic Upgrade Eligibility Checker. Please review the customer's account and if the notes and information support that the customer should be eligible for an upgrade, please notate the account with your findings and process an upgrade through Phoenix or advise the customer go to a COR store for an override. Keeping in mind that the customer should be eligible and would normally be able to process their upgrade through the venue of choice (online, 3rd party etc), Please consider the Customer Rules when pricing equipment for the customer and working them on...
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But I guess if they can not then I'll just override as business as usual.
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yea i got the same info when i tried filling out a billing ticket. and it was a valid return. it was kinda stupid, because when i first filled it out it got sent back to me becuase it was not notated correctly by the rep. so then i called the store and had them re-notate it, and filled out billing ticket and got the said above not about changes in the beuc-it process.
im pretty sure att is just tired of reseting the aeu
im pretty sure att is just tired of reseting the aeu
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and also say a customer did a upgrade at a national retailer and returned the phone. customer now wants an iphone. would we and the store just note the acct heavily?
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They have just changed our policy on reseting the upgrade date. We can no longer submit a ticket for it. All we can do is what they have said. Go to Cor store or through Customer service. Just tell the Customer service agent you wanted to go to Best buy to get the LG Shine for the 49.99 price. With the new policy they can and have to match the price.
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Sorry missed that last message before I posted. Sorry. But customer care can match Best buys price for you.
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NO THEY ABSOLUTELY CANNOT MATCH PRICES. NEVER EVER refer people to match prices to customer care. We cannot.
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Yes we can match prices. They just changed the policy a couple of weeks ago. If the AEU is incorrect on an account, we can match any price. Even Best Buy. I work in Business Care and that is the new policy since we cannot reset AEU anymore.
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I work in individual account care. We have to have manager approval to even change a price to override in the system we use. We were told absolutely no price matching. I think we all should be able to price match.
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1) Do not go to customer care. Best buy needs to call credits and activations... if that does not work they need to email the halifax team. IF the best buy rep does not know the email address the general manager will and if not will get it from their RAE. CCARE cannot and will not adjust the contract and upgrade checker.
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I went to a Corp store today. The agent talked to his manager and both say the upgrade date can't be changed, and they can't honor the $49.99 price for the LG Shine. 🙄 I called customer service once again and the rep said he submitted an "online request" to have the upgrade dates corrected. He said it would take about 3 working days to have them fixed. I guess we'll find out then. I also had the rep notate my account that Best Buy had this phone for $49.99 before rebates, so if the price changes hopefully they'll honor this pricing somehow. 🙄 Many thanks to you guys for the information! 😁
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all this for the crappy shine? You should wait for the new sony w760 coming out. I've heard you can actually hold onto a call with that one.
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The Shine is for my wife. I don't like the phone myself, I think it's a piece of crap. My wife texts a lot and I'm trying to tell her that you can't text very well with one hand like she likes to do. She likes it because of the "mirror front" and she's a big LG fan. The w760 looks ok, but I think it'll be the same way with texting. She likes to drive and text (yea, I know a big no no).
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Finally called into customer service and got the phone ordered for $49.99 w/o rebate. Not sure why the other customer service reps didn't do this to begin with. It was so easy!
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Because you most likely got a retention rep who has more tools than a regular CS rep. We have to have a manager override to do anything with price changes and if you get a rep working a different shift its very hard to find a manager. I usually set up a commitment to call them back the following day when a manager will be available to override the price. Its better than putting you on hold for 2 hours while I locate someone.
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