can we work with you???
Ok, so this is more of a need to vent some frustration thread, but you have to wonder sometimes what on earth people expect:
So, a retention call is transferred to me today, and heres what the scoop was: This customer had 5 lines, and had been with us since only november of last year. She had 5 V300's and had exchanged 2 of them-once. However, her complaint was that she had nothing but problems with her V300's (go figure) and her friends with other T-Mobile phones worked just fine. So, she went to an indirect dealer who offered to sell her some E315's for $229.99 each. This obviously upset her so she called in, and asked how much cust care could get them for, and was offered them for $169.99/ea with a one year contract. Well, she didn't l...
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So, a retention call is transferred to me today, and heres what the scoop was: This customer had 5 lines, and had been with us since only november of last year. She had 5 V300's and had exchanged 2 of them-once. However, her complaint was that she had nothing but problems with her V300's (go figure) and her friends with other T-Mobile phones worked just fine. So, she went to an indirect dealer who offered to sell her some E315's for $229.99 each. This obviously upset her so she called in, and asked how much cust care could get them for, and was offered them for $169.99/ea with a one year contract. Well, she didn't l...
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Hey, man. Sorry to hear that you had a bad start to your week. I'm surprised that the person on the phone didn't realize that it would have been cheaper to buy the E315's for $49 + $35 activation rather than spending $1000 to cancel. I know I don't have that type of cash and if I had gotten an offer like that, I would have jumped on it as soon as the representative said something.
I say chalk it up to someone who was just digging for a deal. I'm willing to bet that if they do cancel, they'll probably wait out the remaining five months instead of paying $1000.
I say chalk it up to someone who was just digging for a deal. I'm willing to bet that if they do cancel, they'll probably wait out the remaining five months instead of paying $1000.
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deMarque said:
Hey, man. Sorry to hear that you had a bad start to your week. I'm surprised that the person on the phone didn't realize that it would have been cheaper to buy the E315's for $49 + $35 activation rather than spending $1000 to cancel. I know I don't have that type of cash and if I had gotten an offer like that, I would have jumped on it as soon as the representative said something.
I say chalk it up to someone who was just digging for a deal. I'm willing to bet that if they do cancel, they'll probably wait out the remaining five months instead of paying $1000.
You are exactly right, upgrading at less than $100/phone is WAY cheaper than cancelling at $200/phone. 🙄 Some people just ...
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deMarque said:
Hey, man. Sorry to hear that you had a bad start to your week. I'm surprised that the person on the phone didn't realize that it would have been cheaper to buy the E315's for $49 + $35 activation rather than spending $1000 to cancel. I know I don't have that type of cash and if I had gotten an offer like that, I would have jumped on it as soon as the representative said something.
I say chalk it up to someone who was just digging for a deal. I'm willing to bet that if they do cancel, they'll probably wait out the remaining five months instead of paying $1000.
She's probably thinking "Ha! I just won't PAY the $1,000 ETF...let's see how they like THAT!". We'll have to see how she likes he...
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Don't lose one minute of sleep over this one, dude--this is just the kind of customer who needs to get worked over some by a really nasty wireless carrier in order to knock some reality into her. You did everything you were supposed to do, and a darned sight further than I'D go, and that's the reaction she gave you? Heck with her, let her pay her grand in ETFs and see how much she likes Nextel. Don't let the screen door hit ya where the good lord split ya, lady... 🙄
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I'm a Cingular Rep and I must say that this woman was a fool. You went above and beyond the call of duty.
I'm actually surprised that you were actually able to get such a low price for her.
With Cingular it would of been Warrenty or Insurance.... Or full Retail Price! 😳
I'm actually surprised that you were actually able to get such a low price for her.
With Cingular it would of been Warrenty or Insurance.... Or full Retail Price! 😳
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I feel your pain. i know at alltel it would have been insurance, warranty, or full price. Customers do not want to know the truth so let it go you did what you could. No way to please ignorance. I see this stuff everyday and oh well so sorry
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