Attention Call Center Reps....
Please do us retail stores a HUGE favor...
When a customer calls in and asks about returning a phone in their 30-day return period, don't tell them it's just OK to return the phone only. Cingular's Terms and Conditions REQUIRE that all "associated accessories" must be returned to qualify for the 30-day return. This is especially true if the customer wants to DOA that phone and get a different phone. Now of course if the customer wants to go with the same phone, we can take what's missing and use it.
I got my rear-end chewed out by a customer because a rep he spoke to out of Lubbock told him it was OK just to return the phone. I told the customer that it is in print on his contract that he must return everything with the phone unle...
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When a customer calls in and asks about returning a phone in their 30-day return period, don't tell them it's just OK to return the phone only. Cingular's Terms and Conditions REQUIRE that all "associated accessories" must be returned to qualify for the 30-day return. This is especially true if the customer wants to DOA that phone and get a different phone. Now of course if the customer wants to go with the same phone, we can take what's missing and use it.
I got my rear-end chewed out by a customer because a rep he spoke to out of Lubbock told him it was OK just to return the phone. I told the customer that it is in print on his contract that he must return everything with the phone unle...
(continues)
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guess I should have said...the customer didn't have his box nor manual with his phone return. and the rep he spoke with in the call center told him he didn't need it initially. I made a note in the account because he said he was going to call back to CS. Then the next rep (according to notes) backed me up. Thank you to whoever you are (if you read these posts)!
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