we need special care for divested customers!!!
I have a North Carolina Blue cust on the line. She has over a year left in contract. She is having service issues whenever her phone registers on a SUN COM tower. We have done all troubleshooting and she's even recently purchased a new phone (former aws) she cannot migrate to cingular and suncom won't help her when she calls them as they say "you are not a suncom customer, you are still with att" she keeps getting flyers from suncom saying "if we can't meet or exceed competitions service etc, we will waive the ETF" but I don't have this info, and she is still in our aws systems. what the HECK!
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i've heard of it before, but it's for ppl who are actually WITH suncom right now, like their existing customers. She is still WITH att, although SUN COM purchased the divested markets, they have not began integrating the systems yet as att/cingular have so these custs are so confused! as am i. they need a speacial line group!
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There is a special group, its the Cornwall centre. They're known as the "wireless centre".
Check your resources [primus] for "divested markets" or "cornwall centre".
Check your resources [primus] for "divested markets" or "cornwall centre".
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Generally, and I mean GENERALLY not all the time, customers who are in divested markets are automatically routed to the centre when they call into the IVR. Theres the rare occasion where myself, as well as other reps, get these divested customers.
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I have yet to call in for a divested customer and get routed anywhere but to a Blue call center. And half the time it's in Fla, or Canada somewhere and they've never even been informed that the NC market was divested.
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WTF?
Are they even working for AWS?
*shakes her head*
I dunno, Im one of those good reps that know what they're doing and read CCnets Hottopics/Issues logs.
Are they even working for AWS?
*shakes her head*
I dunno, Im one of those good reps that know what they're doing and read CCnets Hottopics/Issues logs.
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I thought it was common PUBLIC knowledge that cingular had to divest some markets from FCC regulations!!! if public knows this, why wouldn't reps!? are they stupid! haha
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Not alot of people know what divested means. I have to break it down to alot of people because they assume that everythings Cingular now and why ISNT it an affiliate because they're advertizing its all Cingular now...
"ATTWS sold your market to SunComm like it sold the rest of the country to Cingular" I get a big "ohhhhhhhhhhhhhhhhhhh okay!" after I add that in there. 😁
"ATTWS sold your market to SunComm like it sold the rest of the country to Cingular" I get a big "ohhhhhhhhhhhhhhhhhhh okay!" after I add that in there. 😁
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i often have to tell customers cingular did NOT choose to divest these markets - the FCC mandated it. I have a lot of customers say "so cingular didn't buy our market, they don't want our business!" i guess it's a confusing topid.
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Take a look at the thread below this I actually noted the #s for the two dep.
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Ohhhhhhh ok. well hopefully that ivr gets better! but that's good to know. i have been getting less and less of these custs... but i still get some tho.
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(I live/work in NC) They've started billing former ATT customers as Suncom customers, to me that means that they're Suncom Customers. Plain and Simple. Yes in our market Cingular's agreed to handle the billing systems for a short time (to my understanding) but that doesn't mean that she's not a Suncom customer. She's sure as hell not Cingular (orange or blue) and ATTWS doesn't exist anymore.
I'll agree 100% that we need specialized Care for divested markets....but who'd handle it? Us or the carrier that they were divested to?
I'll agree 100% that we need specialized Care for divested markets....but who'd handle it? Us or the carrier that they were divested to?
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who knows. someone who can give the cust correct info! she called suncom and they said she was not their cust. i've had many of these ppl. it's just a headache.
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You're tellin me this? I work in the market. Do you know how many people around here (Just in Greensboro there are about 1.5 mil. people) come in thinking that they're Cingular customers just because of the national advertising. It never occurs to them that Suncom stores have taken the EXACT same stores that used to be AT&T (but haven't changed emp.'s). Nor has Suncom contacted a lot of them.
You wanna talk about a nightmare...try dealin with a former ATT GoPhone customer. Just TRY to figure out where they can pay.
You wanna talk about a nightmare...try dealin with a former ATT GoPhone customer. Just TRY to figure out where they can pay.
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