GOPHONE ACTIVATION QUESTION
Quick question for anyone that handles the pick your plans. I work in retail and i've come across where i will activate an account in the store and it shows up fine in our systems (care,opus,and pos.com) however when i call gophone care (vesta) to setup payments they dont have it in there system and they cant process the payment. this happens a lot and is annoying as hell. is there a way to push it through or a department to call to fix the issue? half the time the customers account wont update and you half to activate another number or the customer will wait a few days get frustrated and return everything.
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Gizzo -- this happens when the GoPhone hasn't fully activated in the prepaid replenishment system (which all GSM prepaids, including hybrids must go into before they are fully activated in the billing systems) which you don't see, its called KIC. KIC is the system which VESTA operates off of which only Customer Care can see, not the retail agents.
There is really nothing you can do on your side to push this through other than call Customer Care. Before the recent CARE/Telegence upgrades we could push these through and force them into KIC but we can't anymore and all we can do now is file a trouble ticket. Believe me, its also very annoying to us not being able to help our customers directly and having to send it off to some tech team ...
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There is really nothing you can do on your side to push this through other than call Customer Care. Before the recent CARE/Telegence upgrades we could push these through and force them into KIC but we can't anymore and all we can do now is file a trouble ticket. Believe me, its also very annoying to us not being able to help our customers directly and having to send it off to some tech team ...
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thanks for clearing this up. one thing i noticed is that cingulars like to complicate things by using 100 different systems for different departments. i guess using a standard system across the board would make too much sense. i miss att!! so if this happens again and i call customer care they may be able to handle it? and if so which care, regular or prepaid? thanks a lot
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This is actually a third party company, not Cingular. Telegence/Care is changed and/or updated but their system is not getting the information in a timely manner.
This is an issue that has been passed up the line to the C.O.O. via Cingular's "Service Steward" process.
This is an issue that has been passed up the line to the C.O.O. via Cingular's "Service Steward" process.
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