Issues with cingular
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The issue with people on Blue service may be more of a time issue than a location one. In many markets we're doing billing conversions to get customers off of Siebel and onto either Teligence or CARE. Different markets are taking turns getting people moved over, and there may have been some adverse effects from it. If you've travelled back and forth...
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Reps in store are generally about as useless at the people on the phone. Generally, they succeed at misinforming me just as well as when I call in, so I might as well save $2 worth of gas and get screwed over the phone (thankfully, I can call 611 for free, besides the electricity needed to charge my phone :-P). I suppose I could bug the local stores over the phone too, but at that point, it bec...
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Actually that may be the account type, not the phone. I don't think CSRs have a tool to use other than the same cingular.com website. We could all pull it up using that, but we have to have your account name and password. I've had a CSR look that up over the phone, but agents can't do squat on that end.
When we have a customer request a discount, we have to search for it. There are discounts for service, discounts for equipment, and discounts for accessories. They're all under the same FAN, but it can be a little bit of a head scratcher to figure out which goes where.
I've gotten a LOT better at searching, since I know which key words return results, but I've been SOL for people many times. An example is a teacher who comes in with an email from their school saying they can get a discount. Nowh...
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You've got Navy, DoD (which you mentioned), and sometimes specific discounts for where you're stationed at. Hopefully we can find the right one, or the best one to put you on. Oh, and also there are some discounts that's aren't what we call "global". They only apply if the cell service is from the selected market. That's another jab in the ribs.
The FAN is simply Foundation Account Number. It's much easier to say FAN. =o)
The price that I was getting on the Navy's premiere site was better than the one a store had, so I brought in the price printout along with my ID...the store said they couldn't match the price, and the saleswoman even acknowlegded how much nonsense it was that they can't match the price offered by their own company :-P Can you beat that?
ralph_on_me said:
Those are some bung phones. =o(
Actually that may be the account type, not the phone. I don't think CSRs have a tool to use other than the same cingular.com website. We could all pull it up using that, but we have to have your account name and password. I've had a CSR look that up over the phone, but agents can't do squat on that end.
What do you mean "bung phones?" I wouldn't think a Nokia 6230 is a "bung phone."
some bung service is more likely the cause 😁
ralph_on_me said:
Yeah, I just wanted to say "bung". It's probably the account type that's not supported, but there were older phones that didn't have the "my account" feature on it either. I'm pretty sure even the old ones can connect to MediaNet and select "my account" from there, even if the feature isn't on their GUI.
If the old phones get it, then why won't my 6230? Not making much sense to me....but then again, I am having an idiot day today. Not much is making sense to me.
Again, some of the older rate plans may not show up on there. Far be it from technology to support older things.
pandashark said:
One other issue, on my last bill, there was a $6 charge for some direct bill download. They provided a link where I could look up charges at, and when I logged into that, there were no downloads on the phone number which was billed. Besides, it was my mom's phone, and I hardly believe she would want or know how to go and download crap anyway. Can I call in to have that charge removed (or better yet, could I save some stress and have someone just do it for me here :-P) ?
it HAS to be on the directbill site to challenge it. it will tell you what it is and what its for. if its not there, stop in a store with your bill and be ready to log in to the site from there to show them.
if in f...
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jinx7676 said:...pandashark said:
One other issue, on my last bill, there was a $6 charge for some direct bill download. They provided a link where I could look up charges at, and when I logged into that, there were no downloads on the phone number which was billed. Besides, it was my mom's phone, and I hardly believe she would want or know how to go and download crap anyway. Can I call in to have that charge removed (or better yet, could I save some stress and have someone just do it for me here :-P) ?
it HAS to be on the directbill site to challenge it. it will tell you what it is and what its for. if its not there, stop in a store with your bill and be ready to log in to the site f
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on a side note, i'm sorry your local store isnt as helpful as you'd like. we pride ourselves in this area to be the best, and to be the first reponse to fix a customer's problem. less angry customers = less churn = more word of mouth referrals = more money for me 😎
I'm out of ideas on the area code thing. Network integration is probably the culprit, but who knows! Do you know if it only affected your phone, or any other phones in that area?
I know there's a delay in posting to the db site, but given that the charge was on my bill, it should've been on the site by now (which it wasn't). I'll try to swing by a store sometime and sort it out.