| Author |
Message |
ma
Posts: 4
Phone Model:
samsung n105
Service Provider:
t-mobile |
 
Wed Sep 01, 2004 2:53 am |
I have written in the T-mobile forum about my negative
upgrade experience recently. So, I had switched to the
AT&T Go-Plan. But, the reception was very poor, and I
was getting Cingular instead of AT&T signal 90% of the
time. So, I decided to switch to a GSM America National
plan, so that I wouldn't pay roaming on Cingular network.
Well, not as easy as it sounds. I have been on the phone
two days in a row totaling 6-7 hours with 4-5 different
customer representatives. They have been telling me that
I have to go to a local store to switch from a GoPhone
Prepaid service to a National Postpaid service without
cancelling my phone number. Here is
another STUPID POLICY (read my T-mobile post). I guess
all companies have some stupid policy in their book :1
The problem I was facing was that, the nearest AT&T store
is 60 miles from where I live. They somehow can't do
what the store does, on the phone!! Finally after a long struggle,
today a rep. named Masumi was very helpful, and she thought
of calling the store that was 60 miles away, and getting them
to do it on the phone. Well, that worked out fine - FINALLY.
Also, as a word of caution, when you sign a GoPhone plan,
and pay the one-month service fee automatically when you sign up,
and return the phone in 30 days, they refund you for the phone's
cost, but you get charged for the full months charge and they
dont' refund that money !! ($40 for my case). Luckily, the customer
representative was kind enough to transfer that balance to my
new National account, so I didn't lose that money. She said, they
don't normally do that, so if you're planning to order a GoPhone first,
make sure you will have AT&T reception (not Cingular), and use
it for at least one month. Oh, and dont' sign up for automatic payment.
I should point out that another rep. named Sebastian was very
kind and helpful yesterday, so I should credit him here also.
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navysealsrule
Posts: 22
Phone Model:
sch v-105
Service Provider:
t-mobile |
Fri Sep 03, 2004 12:30 pm |
Read your post in t-mobi 
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navysealsrule
Posts: 22
Phone Model:
sch v-105
Service Provider:
t-mobile |
Fri Sep 03, 2004 12:33 pm |
read your post in t-mobile im having the same problem going to talk to retition deparment today or else im going to verizon. well good luck with cingular gsm!
p.s
mom has at&t in tdma witch stinks there cs i really bad
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ego_landed
Posts: 4
Phone Model:
Nokia 6620
Service Provider:
AT&T Wireless GSM Network |
Sun Sep 12, 2004 2:07 am |
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retention dept? there is none. bad policy? going to verizon? OK let me break it down. With AT&T you can upgrade your phone with a discount price once a year...with verizon its every 2(or 22 months into your 24 month contract) so the grass isnt always greaner. As far as the post above that about the go phone...I'll admit that does suck, care should have been able to just run a credit app and change your plan. its not like you need a new sim ect...TRUTH IS: the store cant do that but cs can. glad you got it handled in the end. if I had a dollar for everytime someone said im going to another carrier id be rich lol. there is NO loyalty per customers in the wireless industry anymore which is why there are hardly and retention depts left and free phone are quickly becoming a thing of the past. example: Nokia 2260 sells for 9.99 on a 2 year sign up. AT&T pays about 105.98 for each one. customer A has the phone 3 months and sees a new phone they like better and comes in and says, i want the new flip. they get horrified and scream bloody murder when they are told they have to pay 149.99 (full retail) instead of 49.99 (which a new customer gets). They have NO conept of what the phones actually cost. its killin the industry.
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cnoego
Posts: 4
Service Provider:
at&t |
Mon Sep 27, 2004 2:43 am |
| ego_landed wrote: | | retention dept? there is none. bad policy? going to verizon? OK let me break it down. With AT&T you can upgrade your phone with a discount price once a year...with verizon its every 2(or 22 months into your 24 month contract) so the grass isnt always greaner. As far as the post above that about the go phone...I'll admit that does suck, care should have been able to just run a credit app and change your plan. its not like you need a new sim ect...TRUTH IS: the store cant do that but cs can. glad you got it handled in the end. if I had a dollar for everytime someone said im going to another carrier id be rich lol. there is NO loyalty per customers in the wireless industry anymore which is why there are hardly and retention depts left and free phone are quickly becoming a thing of the past. example: Nokia 2260 sells for 9.99 on a 2 year sign up. AT&T pays about 105.98 for each one. customer A has the phone 3 months and sees a new phone they like better and comes in and says, i want the new flip. they get horrified and scream bloody murder when they are told they have to pay 149.99 (full retail) instead of 49.99 (which a new customer gets). They have NO conept of what the phones actually cost. its killin the industry. |
There is no customer loyalty because we know the companies do not care about us. Your post and others from employees of AT&t prove as much.
Maybe customers would not yell and scream if the CSR would listen to what we have to say and not interrupt us when we are trying to explain our problems.
Why do I stay with AT&T? Because my service contract is over, I am allowed to have just a month to month service aggreement which is not go net or whatever the prepaid is called.
Hopefully cingular will be better, but not going to hold my breath since many of AT&T employees will still be on board.
BTW I have worked in CSR and do know what GREAT service entiles.
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