| Author |
Message |
Connex
Posts: 22 |
 
Thu Mar 29, 2007 9:34 am |
| WebDunce wrote: | Connex,
You say you spent about 1000$ on your cell phone service throughout 6 months. This means you made 4000$ in six months. Nextel lost 4000$ by having you as a customer.
You also got several free phones. These phones cost Nextel several hundreds of dollars.
So Nextel lost more like 5000$ in six months just because YOU became their customer. Why do you not understand that Nextel does NOT want to do any more business with you? Would you continue doing business with a customer that made you lose 5000$ in 6 months?
courtesy credits are almost always invalid credits. reps are given the ability to give courtesy credits, but they are invalid credits nonetheless. Reps are allowed to do this to satisfy irate customers, even though we have no contractual obligation to do so, just because for 50$ or 100$ we may get to keep a customer who pays 150$ per month, every month. if the customer calls in every month, though, pressuring us for invalid credits, he becomes an unprofitable customer for us to have.
credits are only valid when you are credited for actual billing errors. for instance, if you were charged for call-forwarding but did not use call-forwarding, then when you call in asking why you were billed for call-forwarding when you never used it, then the credit you would recieve would be valid.
however, even though the nextel agents agreed to credit back 400$ worth of call-forwarding charges, the credit was invalid, because, as you state, you used call-forwarding. the fact that the phone didn't work is irrelevant. you used call-forwarding, you were billed for call-forwarding, but you didn't pay for call-forwarding.
the fact that the phone didn't work meant only that nextel needed to either replace the phone or assist you with getting the phone to work, it did not mean that they owed you 400$ worth of call-forwarding, though you pressured them into giving you such a credit.
you are skilled at pressuring Nextel agents into issuing you invalid credits (and free phones, too). Nextel loses lots of money by doing business with you and has decided not to do business with you anymore.
surely you understand they do not want to do business with you. if you owned Nextel, would you want to have yourself as a customer? |
I fully understand what you are saying, and it makes alot of sence, but if i did own nextel,that would not even happen, my agents would be trained alot more then that, that would of never happen. If it did happen, i know that i would need to train my reps need more training, i would not fault the customer because of what one of my agents did, the customer can't put a gun to the reps head and make them credit the account.
Thats like when a man cheats on his girl friend, the girl friend allways go after the side girl, but the side girl aint got nothin to do with it, your man should know better then that, and the same thing apploes to this dont close my account because your girl was givin me the goods, if you feel she was trust worthy, why did you commit to her (why did nextel hire that representative) You may need to dumb that girl because your feelining may be hurt. (Nextel may need to fire tbat employee because, crediting the customers account may be risk to the comepany) it all applies to the same thing with me. Your reps should know better.
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McGirk
Posts: 2412
Phone Model:
AX380 Wave
Service Provider:
Alltel |
Wed Aug 15, 2007 12:41 pm |
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The call forwarding I see. But to say a rep needs to be fired because they caved to your pressure is a little irresponsible. Remember, that is their livelihood. They feed their kids with that job. From the sounds of things all you want is to see how much you can get away with and ignore the responsibility you have of being a decent customer. Yeah, in that situation, you would have your account closed in my company. You dealt with more then one rep I am sure, and if you're so good at getting credits, I would one alter my policies, and two, hope that after I close your account, you go to one of my competitors and hose them too!
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