Dear Customer Care Reps
Please follow policies so the next time I sell a customer a phone that requires $20 in texting or data charges you don't make me look shady when you tell the customer that since they don't have a smart phone you will go ahead and take it off for them a week later....and then when I call them back to tell them that they were misinformed and have to add the services back on they lose faith in at&t.
And at&t, if phones have certain requirements, why do your systems let your reps get around them so easily and do random sweeps months later to reinforce the policy. Atleast verizon system won't even let the customer use the phone without the requirement.
And at&t, if phones have certain requirements, why do your systems let your reps get around them so easily and do random sweeps months later to reinforce the policy. Atleast verizon system won't even let the customer use the phone without the requirement.
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I totally agree with you. I assure you, everyone in our call center knows this info. Even though we are outsourced, we make it a point to make sure all of our reps know this. We have a problem with other outsource companies giving out bad info. I get calls all the time from people claiming to have been cussed at or hung up on and it's usually the same people giving out that kind of info.
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How about Dear Authorized Retailers
If you would learn to add the proper plans to customers accounts and if you would please stop giving customers misleading false information we would have to clean up the mess you made.
$10 Family Data plan - Can be added to any line it wants to but its called FAMILY data plan so its to be paired with the FAMILY messaging plan, to give them a discount.
Smartphones - Must have a $30 data plan no matter what, it cannot be removed unless the customer moves to a Non-Smartphone. This includes phones bought from Non AT&T sources.
Please do not tell people that "if you buy the Smartphone from other than AT&T you don't have to add it."
AppleCare Protection plan - Does not cover everything at no cost. I...
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If you would learn to add the proper plans to customers accounts and if you would please stop giving customers misleading false information we would have to clean up the mess you made.
$10 Family Data plan - Can be added to any line it wants to but its called FAMILY data plan so its to be paired with the FAMILY messaging plan, to give them a discount.
Smartphones - Must have a $30 data plan no matter what, it cannot be removed unless the customer moves to a Non-Smartphone. This includes phones bought from Non AT&T sources.
Please do not tell people that "if you buy the Smartphone from other than AT&T you don't have to add it."
AppleCare Protection plan - Does not cover everything at no cost. I...
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I sympathize with you because im sure that there are some auth. retailers that are shady, but I just had someone in on saturday that just talked to an att rep on the phone about the bogo backflip and they CLAIM that that rep told them they could remove the pda plan after 30 days. Go figure. Ive been in sales for awile and one thing I have gathered is that buyers are liars. Just cause they claim that so and so said this, doesent mean it was said. Consumer will say anything to meet their needs, give us the benefit of the doubt.
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I do give most of the Agents/retailers/COR reps ect the benefit of the doubt. I know that customers will do just about everything to get out of adding services or paying a bill, even using a dead relative to have fees waived.
But somethings that have been said are truly completly wrong. Like the Data plan.
The Backflip: Straight from the AT&T fact sheet: A minimum $30 Smartphone Personal Plan is required! Android OS smartphones are a dream come true for your socially connected customers and we want to be sure they can stay on top of all social networks without
worrying about data charges. Also offer your customer an UNLIMITED MESSAGING Plan to ensure they can stay connected anyway they want
without worry.
So it does require a data plan ...
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But somethings that have been said are truly completly wrong. Like the Data plan.
The Backflip: Straight from the AT&T fact sheet: A minimum $30 Smartphone Personal Plan is required! Android OS smartphones are a dream come true for your socially connected customers and we want to be sure they can stay on top of all social networks without
worrying about data charges. Also offer your customer an UNLIMITED MESSAGING Plan to ensure they can stay connected anyway they want
without worry.
So it does require a data plan ...
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THANK YOU!!! Somebody finally said what all us call center reps have been wanting to say. I am so sick of customers playing store against customer care. On a daily basis I hear, "Well the store rep said this" or "my activation fee was supposed to be waived," and there are no notes in the system saying so. COR store reps can notate the account and I've had several authorized retailers that can notate as well. If there is a promo in your store for a waived activation/upgrade fee, the fee should be waived at the POS, not thru customer care. If it wasn't waived at POS, it is not the responsibility of Customer Care to waive the fee. We take all the flack for the store mixups and misinformation and we have to resolve the problems.
If s...
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If s...
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