Looking for a work around.
OK RSD is a fun job. Really lots of yelling screaming and RAISING THE F*****G BAR. My biggest escalation cause is the contract terms not met. WEST and NORTH EAST markets. It's the FCC's fault, not Cingular's. I understand that customers cant grasp why we don't want to sign them on new contracts and take more money from them. If someone out there has a work around (since apparently now the customer's cant pay full retail in the stores and migrate that way) how can we fix this issue if the phone is broken or otherwise out of warranty or lost/stolen with no insurance because not everyone meets the Blue Upgrade Exceptions. I'm tired of this escalation how can we get around this dumb FCC regulation? I mean I had a customer with over 12 yea...
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i'm not sure if it really is an fcc regulation. to my knowledge, t-mobile will allow a customer to sign a new contract anytime they want to, to get a new phone. i've had several t-mobile customers tell me that. they wouldn't sign up with me because cingular has a "21-month" waiting period unless you want to sign for 2 more years and pay the 1 year contract price after 6 months of service.
also goes back to reps doing their job in the first place and offering the customer insurance and also explaining what would happen and the financial obligations involved IF any of that happened to the phone.
also goes back to reps doing their job in the first place and offering the customer insurance and also explaining what would happen and the financial obligations involved IF any of that happened to the phone.
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It was FCC. On one call the customer called the FCC and 3wayed me into the call. I got the complete explination. It's not comptetive enough and we're moving customer's over too quickly. AWS allowed upgrades after one year, Cingular has similar exceptions but regardless yes you never want insurance until you need it but where's the customer service when we can't help the really tenured loyal never call in nice customer's that have never had issues and are now stuck because of an inefficient regulatory body?
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