Cingular Policies
First, let me say this- I work for cingular; I am very grateful to them for my paycheck, and I really do think that it's a great company that does a lot of things right both with their employees and their customers.
With that out of the way, I've been a little bit shocked in reading these forum posts the last few days about some of the policies now in the process of changing or that have changed very recently. Why has not a single cingular employee lamented, as I do, that cingular's policies seem to be FAR inferior to Verizon's?
Just recently, I recall reading that Verizon customers would be able to upgrade with a significant discount after only 6 months (and please don't even try to tell me that an early GSM exception upgrade is equi...
(continues)
With that out of the way, I've been a little bit shocked in reading these forum posts the last few days about some of the policies now in the process of changing or that have changed very recently. Why has not a single cingular employee lamented, as I do, that cingular's policies seem to be FAR inferior to Verizon's?
Just recently, I recall reading that Verizon customers would be able to upgrade with a significant discount after only 6 months (and please don't even try to tell me that an early GSM exception upgrade is equi...
(continues)
...
I can tell you from the Verizon end of things (as I am a VZW agent) that those are very similar. The 6 month upgrade thing is alot like Cingular's early upgrade. And as far as not allowing certain people to get the upgrade discount, it's the same here, too. They have to be on a plan $34.99 or higher to upgrade. It's not really any different.
If anything, it's more like Cingular's rules ARE becoming more like Verizon's.
If anything, it's more like Cingular's rules ARE becoming more like Verizon's.
...
I agree with foamy. Every policy that Cingular has released has emulated verizon's. Whether this is a good thing or not time will tell. It would be nice if Cingular would take a unique standpoint on the industry rather than copycatting all the time.
...
Not only has the cellphone industry taken over the communication business but now they rule it with an iron hand. I wonder whats next in terms of communication.
...
First off- I agree, to a point.
You mentioned not allowing customers handset discounts and profitability. This only effects a very small percentage of customers. The ones it does effect are mostly people who don't pay on time or use their equipment off network (but less then 50%). If i am a customer on a 2000 minute plan for $99.99 and lets say I do 35% of my calling off network. Thats 700 minutes that Cingular is paying to someone else. Let's assume they have a discount roaming agreement with that other company @ .10 per minute. Thats $70 a month I'm giving away. I'm only taking in $20 on a $99 plan. Now, I know you know that $20 is not pure profit and their are a ton of other expenses tied to that customer. So, that being said. Why ...
(continues)
You mentioned not allowing customers handset discounts and profitability. This only effects a very small percentage of customers. The ones it does effect are mostly people who don't pay on time or use their equipment off network (but less then 50%). If i am a customer on a 2000 minute plan for $99.99 and lets say I do 35% of my calling off network. Thats 700 minutes that Cingular is paying to someone else. Let's assume they have a discount roaming agreement with that other company @ .10 per minute. Thats $70 a month I'm giving away. I'm only taking in $20 on a $99 plan. Now, I know you know that $20 is not pure profit and their are a ton of other expenses tied to that customer. So, that being said. Why ...
(continues)
...
So $20 + $70 = $99 I don't get the math. Also you have no idea how much cingular has to pay its roaming partners. It is probably a lot less considering their customers roam on our network.
...
ok.. ok... fuzzy math... Thats what i get for not proofing...
Anyway - It was an exercise... The point being, what a customer pays for monthly service is not pure profit.. Lot's of people, with any service or company, say something to effect of 'I pay you $x a month and you can't do this or that?' What you pay in lots of cases is not relevant to your profitability to the company. If someone is losing money on you why should they continue to do so? Unless you are a non-profit or something along those lines, you exist to make as much money as possible or exist to increase shareholder value.
Anyway - It was an exercise... The point being, what a customer pays for monthly service is not pure profit.. Lot's of people, with any service or company, say something to effect of 'I pay you $x a month and you can't do this or that?' What you pay in lots of cases is not relevant to your profitability to the company. If someone is losing money on you why should they continue to do so? Unless you are a non-profit or something along those lines, you exist to make as much money as possible or exist to increase shareholder value.
...
Yeah I totally agree with you on that. Too bad customers refuse to understand that we aren't the salvation army.
...
btw, i believe the number we got in training over at sprint is that (indusrty-wide) your average customer costs the carrier $35-40 a month to keep. thats just network upkeep and paper bills, and answering phone calls, etc.
...
chainsaw said:
So $20 + $70 = $99 I don't get the math. Also you have no idea how much cingular has to pay its roaming partners. It is probably a lot less considering their customers roam on our network.
Actually it is more is many markets and with many partners. Major partners may be lower due to volume but smaller regionals and rurals depend on that revenue as it is significant.
And yes, I have direct knowledge of roaming prices paid to other carriers as it is discussed in agent principal meetings.
...
You are right.
IF you are profitable, please welcome to cingular wireless.
IF NOT, Goodbye
IF you are profitable, please welcome to cingular wireless.
IF NOT, Goodbye
...
As much as Cingular pushes family talk that is really the customers that this policy is going to hurt. For example I had a customer today who was on a $60 family talk plan with 2 additional lines at $9.99 each. Because of the new policy they do not pay enough to upgrade and get a phone at the promotional price. I think this is going to hurt Cingular in the long run because they will lose customers over it. The customer was upset about this and called customer service while in the store and the CS rep told her that if she wanted to cancel her 3 lines that liquidation damages would be waived on the 2 lines still under contract. Is this really the way to treat a person who has been with Cingular 5+ years??? I'm sorry my personal opinion is that...
(continues)
(continues)
...
I'm sure there was more to it than that like maybe one of the lines was using too many nights and weekends minutes or something.
...
I agree.
If a customer has 3 lines on FT, $69.99 + $9.99. If lines hardly ever use minutes on one sid of the spectrum or continuously is going over minutes, then customer will be ok.
If customer is on low pp & is using tons of m2m & nw, customer is going to get the boot.
Take it from me, I am a manager of Cingular Wireless. A very tenured one.
If a customer has 3 lines on FT, $69.99 + $9.99. If lines hardly ever use minutes on one sid of the spectrum or continuously is going over minutes, then customer will be ok.
If customer is on low pp & is using tons of m2m & nw, customer is going to get the boot.
Take it from me, I am a manager of Cingular Wireless. A very tenured one.
...
You need to spell without using the abbreviated letters. Not everyone understands Cellphone lingo. sorry. So long as the customer spends gobs of money on overage he is bad@ss on but if he doesnt he still pays the huge contract he is ok but if he
uses free service like crazy then and no overages then he is out of luck and out of Cingular.
uses free service like crazy then and no overages then he is out of luck and out of Cingular.
...
I've seen many of those "bad@ss" customers get upgrades after 12 months instead of the standard 18. That early upgrade isn't new. Heck I see a guy on a $9.99 price plan eligible even though it's only been 15 months because of all the overage he's had (he's a tad irresponsible heh)
...
Blah blah blah now Cingular has incentives for irresponsible customers. Does not surprise me one bit not one bit. Just kicking the everyday customer who still uses below what he pays to the curb. What about those customers who are way below the minutes but still pay every month the high Cingular contracts. Shouldnt we get something too.
...
This is pretty complicated.
I understand that it might not make sense that if a customer has a $59.99 Nation FT, that he might not qualify & be a level 1.
$60/2lines=$30/line.
Customers with a $29.99 plan doesn't really get much love as it is. If customers escalates, believe it or not, managers look at price of plan etc. That is the first thing they look at to see if they are going to give love or not.
To your question, yes. You are f#$%#d if you literally go out and use close to 5000nw & tons of m2m. I see it every day.
I understand that it might not make sense that if a customer has a $59.99 Nation FT, that he might not qualify & be a level 1.
$60/2lines=$30/line.
Customers with a $29.99 plan doesn't really get much love as it is. If customers escalates, believe it or not, managers look at price of plan etc. That is the first thing they look at to see if they are going to give love or not.
To your question, yes. You are f#$%#d if you literally go out and use close to 5000nw & tons of m2m. I see it every day.
...
I know it sucks. Somehow I had a customer who's 1st year ends in 3 days and I got them eligible for an exceptional upgrade. I think if you can get ahold of the right reps you can get things done.
...
👿 It's those "right" reps that are causing these policy changes in the first place. They just give the company away and to hell with policy and protocol, they "Customer Rules!" to mean "Do whatever the hell you want!" Then they are the first to whine and rebel when a new policy comes out, and thankfully the first to get the red Staples box as well. I just hate that attitude that if you call in enough, badger enough reps, argue policy, and even go so low as to pitch a fit, that hey you will get your way. But good luck with the upgrade policy. It won't even let the orders be fulfilled.
...
I would be curious if the reason they were not allowed a subsidy upgrade was something else, not revenue.
So far every customer I have encountered is off-network and payment history related in their refusal for subsidized equipment.
Unless you know for sure it should not be assumed they were declined for revenue.
So far every customer I have encountered is off-network and payment history related in their refusal for subsidized equipment.
Unless you know for sure it should not be assumed they were declined for revenue.
...
I finally received a channel comm via email (Thanks again man) and brought it up to our rep. "Oh yes, that effects us too". I was very perturbed that it was AND STILL is not on CSP under news or required reading.
So yeah, that does suck but oh well. Other than the notification issue there is not much that can be done. If it begins to result in chargebacks I will file a petition for arbitration if they don't make me whole. I sold a feature that they are now removing and increasing the price. I don't agree with the existing customer deal either.
As far as the upgrades, I do have zero issue with this one. Business 101, remain profitable. There is absolutely no reason to subsidize an unprofitable customer.
So yeah, that does suck but oh well. Other than the notification issue there is not much that can be done. If it begins to result in chargebacks I will file a petition for arbitration if they don't make me whole. I sold a feature that they are now removing and increasing the price. I don't agree with the existing customer deal either.
As far as the upgrades, I do have zero issue with this one. Business 101, remain profitable. There is absolutely no reason to subsidize an unprofitable customer.
...
