New policy...effective April 2nd
Cingular has a new policy reguarding price plan changes. As it is right now, you can change your price plan without having to renew your contract if you are less than 13 months into a 2yr contract, or less than 7 months into a 1 yr. Effective April 2nd any one that is more than 6 months into their contract MUST renew when going to a price plan of equal or lesser price. Meaning if you have a price plan for $99.99 and wish to change to say the $59.99 price plan, you will be forced to sign a new contract. You have one more day to make any changes....
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funkymunky760 said:
Cingular has a new policy reguarding price plan changes. As it is right now, you can change your price plan without having to renew your contract if you are less than 13 months into a 2yr contract, or less than 7 months into a 1 yr. Effective April 2nd any one that is more than 6 months into their contract MUST renew when going to a price plan of equal or lesser price. Meaning if you have a price plan for $99.99 and wish to change to say the $59.99 price plan, you will be forced to sign a new contract. You have one more day to make any changes....
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This will be unpopular to say, but i agree with it.You signed a contract for the plan you were on, if you want to go a newer plan to g...
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I see where you are coming from. But did you notice that if you choose to go to a higher plan, you do not have to re-sign? I am not looking forward to the supervisor calls come Monday. There were dozens a day back in Oct. just reguarding the new rollover policy.
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Is there anyone else who has heard of this? And what does it matter anyway? As it currently stands, Cingular doesn't add another year to your agreement, they make it effective the day you agree to the renewal. Your upgrade eligibilty is not affected either. The rollover policy change was an easy explanaton as well and I never encountered anyone who made a big deal of it. You still keep a bucket of minutes and you keep rolling over.
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timslo said:
Is there anyone else who has heard of this? And what does it matter anyway? As it currently stands, Cingular doesn't add another year to your agreement, they make it effective the day you agree to the renewal. Your upgrade eligibilty is not affected either. The rollover policy change was an easy explanaton as well and I never encountered anyone who made a big deal of it. You still keep a bucket of minutes and you keep rolling over.
I got a e-mail about that at work yesterday.Its true, it does effect your upgrade, but if a customer wants to see what can be done the rep can go to a manager and request for a exception overide if the rep feels its justified, if he doesn't then you could be outta ...
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Actually no, it doesn't affect your upgrade status. You'll still be able to upgrade after 18 months from the original contract.
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You never had a customer argue the new rollover policy? Wow consider yourself lucky! There has been more than one occasion I personally had to explain to a customer that the 3000+ mins they accrued will diminish if they choose to drop down to a lesser plan. Not one person that had a high rollover balance was happy or ok with hearing that news!
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funkymunky760 said:
You never had a customer argue the new rollover policy? Wow consider yourself lucky! There has been more than one occasion I personally had to explain to a customer that the 3000+ mins they accrued will diminish if they choose to drop down to a lesser plan. Not one person that had a high rollover balance was happy or ok with hearing that news!
If they got that many rollover minutes, then they are clearly on the wrong plan.
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funkymunky760 said:
I see where you are coming from. But did you notice that if you choose to go to a higher plan, you do not have to re-sign? I am not looking forward to the supervisor calls come Monday. There were dozens a day back in Oct. just reguarding the new rollover policy.
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That makes sense to, see its to prevent people from constantly dropping from higher to lower plans on regular basis, yo-yo effect.It will work both ways though think of these 2 scenarios
1)Customer has plan $59.99 900 minutes and two days left in cycle only 326 used, they drop down to $39.99 due to savings of $20.00 then plan to back up to $59.99 , well they dropped to save $20.00 but costs a new contract, customers do...
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Actually, you may also be asked for a new agreement when increasing your price plan if your are more than halfway through your current agreement.
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texaswireless said:
https://www.phonescoop.com/forums/forum.php?fm=m&ff= ... »
Well the e-mail i got was a reminder, there was training on it, but i missed it. They decided in Jan, to roll this out for april and the e-mail was a follow up,and said this was nationwide policy change.
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It isn't a change in North Texas. Nothing on CSP, no training and no reps saying that was policy when I called agent queue today just to check.
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1) It is extremely anti customer choice. Their current policy is the best in the industry and OTHERS are moving to copy it.
2) Pending lawsuits and suggested legislation against these type of policies. Verizon and others get constant flack for these policies and is a major reason why legislatures across the country are considering making these type of "auto-renewal" contracts unlawful.
We will see. It is certainly not nationwide, as it has NOT been rolled out in North Texas (North Texas is one of Cingular's highest rated markets in the country and many new ideas and policies originiate from this market).
2) Pending lawsuits and suggested legislation against these type of policies. Verizon and others get constant flack for these policies and is a major reason why legislatures across the country are considering making these type of "auto-renewal" contracts unlawful.
We will see. It is certainly not nationwide, as it has NOT been rolled out in North Texas (North Texas is one of Cingular's highest rated markets in the country and many new ideas and policies originiate from this market).
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I have to confirm that this is a policy that Cingular is testing. They are testing it in the New England market. It was supposed to be launched this month in North Central region and the Western states. But the launch has been delayed and there will be announcement this month if Cingular is going to go through with it.
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glad to see that is Telegence markets... just like the capping of rollover started in Telegence markets and they had the flat etf first... looks like the att side of cingular is a preview of how they will run the company into the ground once they have full control.
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Hello Moto said:
glad to see that is Telegence markets... just like the capping of rollover started in Telegence markets and they had the flat etf first... looks like the att side of cingular is a preview of how they will run the company into the ground once they have full control.
Oh hell you have no idea.See from what i have been hearing that they are going to slowly incorporate a lot of the policies that the old attws used to have like plan changes and contract renewals and such.They noticed not all of attws policies were not that bad.Just needed to be tweaked.
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Hey Marcus, do you have a CSP resolution # on this, I've been unable to find this info . . . know it's market specific helps, that's probably why I can't find anything on it.
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It's in the philly, new jersey and new york markets as well.. It has been for about the past two or three weeks.
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texaswireless said:
1) It is extremely anti customer choice. Their current policy is the best in the industry and OTHERS are moving to copy it.
2) Pending lawsuits and suggested legislation against these type of policies. Verizon and others get constant flack for these policies and is a major reason why legislatures across the country are considering making these type of "auto-renewal" contracts unlawful.
We will see. It is certainly not nationwide, as it has NOT been rolled out in North Texas (North Texas is one of Cingular's highest rated markets in the country and many new ideas and policies originiate from this market).
But here are some reasons why this will be a new policy:
1)Customers ch...
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I just got news that this policy change has been put on hold indefintely. I don't know when or if this policy will go into effect.
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Apparently you haven't been following the news. Along with the lawsuits there is significant talk of legislation against these type of contracts. Yes, people file way too many frivilous lawsuits. This is not the ONLY thing to consider on this matter.
It doesn't make any one think, it takes away a choice. Choice allows customers to TRY a higher plan and realize it is a better choice whereas the alternate option causes customers to err on the side of the lower plan to avoid the extention.
It doesn't hurt the revenue stream. Customers who are properly educated about how services help their needs are higher revenue customers, period. There is no need to force them into anything.
And my "ideas" come from a company (my company) that...
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It doesn't make any one think, it takes away a choice. Choice allows customers to TRY a higher plan and realize it is a better choice whereas the alternate option causes customers to err on the side of the lower plan to avoid the extention.
It doesn't hurt the revenue stream. Customers who are properly educated about how services help their needs are higher revenue customers, period. There is no need to force them into anything.
And my "ideas" come from a company (my company) that...
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1)Apparently you haven't been following the news. Along with the lawsuits there is significant talk of legislation against these type of contracts. Yes, people file way too many frivilous lawsuits. This is not the ONLY thing to consider on this matter.
1)My job is follow the policy that company set out there.They hire lawayers and analysts for that.
2)It doesn't make any one think, it takes away a choice. Choice allows customers to TRY a higher plan and realize it is a better choice whereas the alternate option causes customers to err on the side of the lower plan to avoid the extention.
2)there is a mentality that a customer can change their plan at anytime.If they sign a cont...
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Is anyone seeing a trend here its called ..............lower customer service calls by 26 million called gameplan 26
for those customers that call every month to change their plan. they sure as shi* wont be calling about that now
for those customers that call every month to change their plan. they sure as shi* wont be calling about that now
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Punishing the customer to curb bahavior?
That is why you work for someone and are a good follower and I own agent stores.
Why don't we just charge a fee for those customers who want to pay a bill but not use *pay or online?
If you are a customer service rep then it is your job to answer calls from people who might want to change their plan. You can teach them how to do it online if you took the initiative. They are hoping to eliminate calls from customer service for things that should be handled in the store. How to setup voicemail. How to read my bill. How to power on and off the phone. Stuff MY people should be teaching them (and we do).
You, and others, are completely reaching here by saying one initiative has something ...
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That is why you work for someone and are a good follower and I own agent stores.
Why don't we just charge a fee for those customers who want to pay a bill but not use *pay or online?
If you are a customer service rep then it is your job to answer calls from people who might want to change their plan. You can teach them how to do it online if you took the initiative. They are hoping to eliminate calls from customer service for things that should be handled in the store. How to setup voicemail. How to read my bill. How to power on and off the phone. Stuff MY people should be teaching them (and we do).
You, and others, are completely reaching here by saying one initiative has something ...
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This "initiative" has nothing to do with reducing calls to our call centers.... this is really nothing more than a misguided attempt to reduce churn. I've talked to several regional sales people in the NE and several of them believe that one of the reasons Verizon enjoys lower churn is b/c of the way they force customers to agree to contract extensions on a variety of things. They beleive that the threat of an ETF will keep people with a company.
What i think they dont realize, is that if the experience is bad, most people dont care how much the ETF is, they're gonna get the hell out! If not now, then the second their contract is up. I think this may help churn a small amount (a very small amount) but what would help churn more is init...
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What i think they dont realize, is that if the experience is bad, most people dont care how much the ETF is, they're gonna get the hell out! If not now, then the second their contract is up. I think this may help churn a small amount (a very small amount) but what would help churn more is init...
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It has only been implimented in two regions as a "test". The last I heard, it's still in test phase in those regions.
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