what are you guys thinking

ok I'll start off by saying that I'm a store rep. (I know hated by all ect. Ect.) But this is my rant, I had a customer come into the store today and state that he was within his 30 day trial period and his phone wasn't working and he wanted another one, so I take the phone which is soaking wet pop of the back and show him the red dot and tell him what it means, then he tells me it doesn't matter that he is in his 30 day trial so he can return it anyway....long story short I look on his account and he's got insurance so I even offer to call for him with him there in the store, well that wasn't good enough so he storms out saying he's going to call care and get them to replace it. So I note the account. He comes back in later to basically yell at me and tell me I didn't do what he knows I can do b/c customer care gave him a free razor WHAT? He had a 6030 for only 2 weeks, was on a 39.99 rate plan and was a brand new customer. And yall replace it with a free razor? I don't get it

kavlich,

I'm with you on that one, dont work for Cingular but can't believe someone would give him a new one! I always take up for the company where I work "Corporate reps" because I feel like they get dumped on alot and are overworked..

I'm in blue care, and i have no idea how that happened! my initial thoughts were that either a) he said it just out of spite and it never happened, or b) someone told him that to get him off the phone and he won't realize it 'til he calls in a couple days wondering where his razr is!

i don't think anyone could do that within proper policy.

sounds like the cust care rep didn't read the notes (but still i thank you for putting notes on the account...that is a very big help for us phone reps...and i bet soon these notes will come to light and be very very helpful to the rep that has to explain a mysterious 299.99 charge on a future bill). i am new and still catch myself not reading the notes in cases like this.

however, if i understand right, he MUST return the broken equipment (or he will be billed for the broken phone's cost), and, unless he processed an insurance claim on it, once we get a phone with a red dot in it...he will be billed for the replacement phone.

so, really, he has tricked us...for a little while, but he has also tricked himself...for a little while.

of course steva's ideas are also highly probable.

I know not all customer service reps hate sales reps I think a lot of the animosity comes from misinformation on what each of us can do or can't do. I can't tell you how many times a day I get the customer that comes in and says well customer service said you can do so and so in the store and its something we can't and I know it works both ways we probably send people to you telling them that you can do so and so and you can't but its all stuff we've been told you could. It would be much easier if in new hire training and even after that there was a clear cut way to know what can and cannot be done on each side. Even simple things like I get a lot of people coming in to get the 6061 in the store b/c when they called in to order it and complained about having to wait for it or whatever the service rep told them they could get it in the store. Retail stores have never carried the 6061 it online and telesales only. I don't think it either of the repa fault I just think there needs to be a better way of knowing where to send someone.

I agree kvalich,
there is a need for knowledg for all parties concered, I have thought in the past would be good for all reps on both sides to visit the other side, but probably not very cost effective for the company. I think most reps that are not helpful are probably the same ones that are not helpful when the customer is on the phone as well.

Hey, they can stick me in the "store rep que" all day long, I would much rather be on the phone with store reps anyday, cause hey we are on the same page!

well within some companies its one department just simply not wanting to deal with the customer. take for instance a common problem with a provider i have had. customer service sends customers to the sales department to do returns.. but the sales department cannot do returns because they are strictly sales. customer service uses different systems then sales. but appairently cust service thinks that sales uses the same system because the service reps treat the sales reps like their idiots when they say that sales cannot process the return kit order

what are you guys thinking

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