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Message |
TmobileTSG2
Posts: 4
Phone Model:
Razr V3
Service Provider:
T-Mobile |
 
Thu Nov 03, 2005 6:07 am |
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Any of you guys heard about our new shipping fee? This is pathetic so many escalated calls over the fee and snr reps will not credit it. I have to pay it on my acct too.
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Sir_GoAtaLoT
Posts: 406
Phone Model:
BlackBerry 8100 Pearl
Service Provider:
Rogers |
Fri Nov 04, 2005 11:23 pm |
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due to the cost of gas has gone up. UPS has up the cost to T-Mobile and then T-Mobile has to come up with the cost some were
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Samsung
Posts: 3141
Phone Model:
Motorola RAZR2 V8 |
Sat Nov 05, 2005 12:56 am |
| TmobileTSG2 wrote: | | Any of you guys heard about our new shipping fee? This is pathetic so many escalated calls over the fee and snr reps will not credit it. I have to pay it on my acct too. |
The shipping prices are comparible to what other carriers offer and T-Mobile is not a shipping company, some has to pay for it. Talk to your senior rep or coach about appropriate de-escalation techniques if you are getting alot of escalations the answer isnt always to credit the customer.
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TmobileTSG2
Posts: 4
Phone Model:
Razr V3
Service Provider:
T-Mobile |
Sat Nov 05, 2005 6:21 pm |
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yea i know, but you have to look at it this way, we sold the phone to the customer, and the maker of the phone takes weeks to repair it... we have never charged shipping except on express deliveries i know how to de-escalate but its just pathetic how pissed people get
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Samsung
Posts: 3141
Phone Model:
Motorola RAZR2 V8 |
Sat Nov 05, 2005 9:19 pm |
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Oh agreed, it is pathetic how pissed people get, but unfortunately they are going to have to suck it up and pay for shipping. T-Mobile lost alot of money on shipping ground for free
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cell_site
Posts: 74 |
Tue Nov 08, 2005 1:27 pm |
| xXxSamsungxXx wrote: | | Oh agreed, it is pathetic how pissed people get, but unfortunately they are going to have to suck it up and pay for shipping. T-Mobile lost alot of money on shipping ground for free |
Well , here is the bad news , I just tried to file 2 handset exchange for 2 different customer , and both of them have to pay for the ups ground shipping too $9.99 for ground  >> there is NO free shipping any more for handset exchange !!!
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Samsung
Posts: 3141
Phone Model:
Motorola RAZR2 V8 |
Tue Nov 08, 2005 9:53 pm |
| cell_site wrote: | | xXxSamsungxXx wrote: | | Oh agreed, it is pathetic how pissed people get, but unfortunately they are going to have to suck it up and pay for shipping. T-Mobile lost alot of money on shipping ground for free |
Well , here is the bad news , I just tried to file 2 handset exchange for 2 different customer , and both of them have to pay for the ups ground shipping too $9.99 for ground >> there is NO free shipping any more for handset exchange !!! |
That is what we were discussing
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TmobileTSG2
Posts: 4
Phone Model:
Razr V3
Service Provider:
T-Mobile |
Thu Nov 10, 2005 5:38 am |
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yea i have been having to credit customers like crazy because our coaches and snr reps don't want the escalations, and they have me... tech support tier 2 taking payments?!!? wtf is up with that
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Sir_GoAtaLoT
Posts: 406
Phone Model:
BlackBerry 8100 Pearl
Service Provider:
Rogers |
Thu Nov 10, 2005 7:46 am |
| TmobileTSG2 wrote: | | yea i have been having to credit customers like crazy because our coaches and snr reps don't want the escalations, and they have me... tech support tier 2 taking payments?!!? wtf is up with that |
i don't have to talk to customer i just send a e-mail or fax saying its vailed charge and they call u lol i am an T-Mobile Business Care Offline Rep 
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Samsung
Posts: 3141
Phone Model:
Motorola RAZR2 V8 |
Sat Nov 12, 2005 12:12 am |
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Again back to the de-escalation technique lol, explain to them that T-Mobile is not a shipping company nor do we make the phones. If they had to send their phone into the manufacturer you think that they would pay for your shipping?? Look at most other carriers....
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