| Author |
Message |
computerslayer
Posts: 120
Phone Model:
Blackberry 8820
Service Provider:
AT&T |
 
Wed Nov 15, 2006 2:44 am |
I'm a former T-Mobile customer, recently transferred my phone number to Cingular because reception within my dorm wasn't happening (the bottom floor of a three-story brick building between two brick buildings, to be fair). T-Mobile couldn't get me reception, Cingular has four to five bars. Pure necessity.
T-Mobile, in the couple of years I've been with them, have had the best customer service that I've received from any company I've ever had business with. Period.
Cingular, on the other hand, while having excellent reception, has been rumored to have terrible customer service. Folks I've talked to (current customers) confirmed this and spoke of several specific & rather discouraging episodes.
My first experience with Cingular was not so hot; with an unlocked phone and a number I hoped to have transferred, I wanted to sign up for a No Commitment pricing setup. After being transferred between departments, bounced from corporate (by phone) and the local store, I finally gave up and signed up for a contract plan. Not the solution I wanted and pointed out to me in a rather drawn out manner without any direct answers.
Fast forward roughly three months. I've just started my third pay period and, expecting a high usage (and knowing that I had gone over by about twenty minutes this last period), I decided to try my hand at switching my plan for a month in order to avoid overage charges. So I called Cingular.
It turns out that I had gone over by nearly 100 minutes. I had checked the website to make sure of the new pay period started (which indicated that today was the day my minutes reset), but apparently I was mistaken - the pay period starts tomorrow. To my defense, I sincerely think that I did not read the web page incorrectly. I'm positive that my minutes did restart today. But I wasn't willing to argue that on the phone; I've been perfectly sure of something in the past and still wrong. And it didn't matter anyway, I had overage charges, looking to be about $40 worth.
The Cingular representative (whose name I inconsiderately didn't and don't remember) not only agreed to bump my plan to a higher minute level ($59.99/900 minutes), but dropped 100 minutes onto my current plan as to make sure I wasn't charged for my overages.
In the sea of complaints that I often read here (and have nodded my head to in agreement), I'd like to tip my hat to the Cingular representatives who do go out of their way to help a customer - even ones who have already (irresponsibly) dug their own graves. Its changed my mind about the caliber of their service.
Respectfully,
Jacob
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Shalalala
Posts: 661 |
Wed Nov 15, 2006 3:31 pm |
That's why we now fire customers that do bad. 
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BigRUSS
Posts: 2124
Phone Model:
two cans ( del monte) and some string,
Service Provider:
RussCo |
Wed Nov 15, 2006 11:07 pm |
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you also have to relize the people who are usualy complaining about poor cs, are usaualy the people you know are assholes , or act like they are 12 and wont take any resposibility, or always want somthing free, not that im saying cinular is perfect, but if we make a mistake or theres an error and it is OUR fault we will fix it
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computerslayer
Posts: 120
Phone Model:
Blackberry 8820
Service Provider:
AT&T |
Thu Nov 16, 2006 2:17 am |
| BigRUSS wrote: | | you also have to relize the people who are usualy complaining about poor cs, are usaualy the people you know are assholes , or act like they are 12 and wont take any resposibility, or always want somthing free, not that im saying cinular is perfect, but if we make a mistake or theres an error and it is OUR fault we will fix it |
And sometimes, when its not your fault (I'm running on the assumption that you work for Cingular), you fix it anyway.
This isn't to disregard, however, the times that customer service is poor. I know (firsthand) that it is at times true - but I'm happy to report that at other times it is not only good, but far above the call of duty. I'm inclined to agree that the majority of times of poor customer support are either bad days for a particular representative or poor attitudes/behavior on the part of customers. I hope to be proven correct over the ongoing year of my contract.
- Jacob
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steva11
Posts: 1680
Phone Model:
w810i/pearl
Service Provider:
Rogers |
Thu Nov 16, 2006 4:08 pm |
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hope it stays good for you...nice to nkow someone is doing thier job well.
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Jadall
Posts: 389
Phone Model:
Nokia 3300,Nokia n-gage, SEt290a
Service Provider:
Cingular |
Fri Nov 17, 2006 2:44 am |
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I've never been reprimanded for "hooking up" a customer even if it pushes the line of policy. I do my best to help everyone that I speak to.
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