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[][][]DISCLAIMER - ITS YOUR RESPONSIBILITY TO FIGURE WHAT IF ANY LEGAL IMPLICATIONS ANY OF THIS MAY HAVE IN YOUR AREA, THREAD IS FOR INFORMATIONAL PURPOSES ONLY!![][][]
Well there's a lot of conflicting information, this first post is reserved for the ultimate list or so, forgive the future constant editing. And, though i make a bare, rudimentary effort, irc rules for punctuation apply - only when really needed
Here's the scenario:
a. sprint branded touch pro 2
b. friend who owns boost auth. [and others] cell store
c. goal - boost cdma
d. never been activated!
problems i've run into so far:
at least with the initial activation you cannot choose ANY of the 3 cdma phones boost sells [sold?]. Wonder why? Well your in luck i've spent about 14 hrs on the phone with sprint and boost so far, and have a few answers. Reps for either Co. feel free to comment.
a. of the phones they offer for the cdma or offered as the case may be, the primary obstacle is that the meid [dec] does not fall in the same //family// as theirs. Currently they are looking for a 268..... [there's another one i don't have in front of me offhand, will edit this later with that].
b. Second point of contention: When investigating the process that cells are 'authorized' for use on a carrier it seems to fall down to talking to someone who is both willing and able to add a given phone's id to inventory.
1. so if your wondering why metropcs is so easy, but boost is so hard:
A. the software houdini - that's the authorized dealer's access portal to the metropcs inventory. That is why its the only 'legal' way to get a [good/bad/non-metropcs] imei/esn/dec/{whatever they wanna call it this week} into the system.
B. Once its in inventory, the phone must also at least have the correct PRL - Preferred Roaming List. After that's where custom roms come in
[ anyone feel free to correct me i've no personal pride tied up here ]
2. so essentially what we're looking for is a boost agent who is capable of inputting this legit clean never-been-used dec.
a. Tried using the phone models they do offer, with my real dec - no go. Two models are having 11digit dec, the other one has 15 digits.
So no offense to those who have said they had existing service, but added a phone, here i have to call BS. Again in MY experience, over 4 hours calling in to many many MANY different reps - i could not even activate the phone - ONTO THE BOOST UNLIMITED CDMA PLAN - to an active account with over a half dozen lines.
[ for the curious, the shop owner was using his acct for that step, as if we can ever figure this out, we plan to offer it out, as long as its a legit process, etc. ]
Now here's the kicker - the phone cannot be added to even an existing Boost Unlimited CDMA account ONLY because of several re-cyclical reasons [those they use to justify each other and when all are heard end up in some sort of circular logic pattern]
What i've heard so far [again feel free to add in here]:
1. amount of digits in imei cannot work
2. i am not capable
3. only second level tech can do inventory adds
4. there is only one level of tech support at boost and we do not know how to do it
5. we cannot activate it since we don't know the phone model
6. you cannot put sprint on boost no matter what
7. that phone is incompatible
Keep in mind, i'm about a half step from an FCC filing, as they can certainly deny custom service for no reason, however in telecommunications the company is legally responsible for what their operators say. If you can prove they offered you XXXXX and there's a recording, a long drawn out investigation CAN reveal these facts, and remember mediation is your only option unless you can PROVE they are violating the contract, which is the thing requiring mediation. [the FCC can check if they are in violation, but this is a lot of work and time to get started, and even worse getting finished lol.]
so with the blustering anger out of the way lets review the boost excuses:
1. - possible.. i can see a software/database check to ensure against, well i'm sure fraud is usually the reason given for this type of policy, it makes sense - just frustrating.
2. lies.
3. need rep confirmation
4. need rep confirmation
5. lies.
6. lies.
7. LIEZ!
so for compatibility lets review the sprint branded touch pro 2:
cdma - check
gsm - check
edge - check
evdeo - check
iden - check
hsdpa - NOPE
fm radio - DOESN'T LOOK LIKE IT
[Ive not tried my hand yet, get to that next week... shoot i don't even listen to the radio, i just hate being locked out of anything that my device is capable of, JUST IN CASE ]
So in conclusion, I think [so far]:
a. they can
b. they don't wanna
c. sometimes someone's probably frustrated with job and does anyway
d. wondering if it matters where you say your from [I'm in calli - its on the cdma list]
[][][]Lets try not to flame them [boost/sprint], this makes marketing sense for a number of reasons for them to do this, I, and many of you, it seems just do not want to pay more than needed just to use a cool phone.[][][]
Hate to bump like this, but 120 views and no opinions?? oi!
I LOVE this type of tinkering, this is what the guys at 2600 love to find answers for.
Another reason SIM cards are superior, as there is no jumping through hoops to add a phone to the system.
I dont have a solution, however you have more access than most to the network with your buddy a BOOST store owner. There is a very low probability you will be able to add this phone for the pure reason you stated of adding a new phone not being currently sold to the BOOST network.
One thing, is it possible to get a phone activated on the Boost network, then clone the ESN from the working phone to the TP2, I know people can change the CID # so might be able to change the ESN, only way I can think of without a level 2 insider.
GL
Force
forcelite said:
I LOVE this type of tinkering, this is what the guys at 2600 love to find answers for.
Another reason SIM cards are superior, as there is no jumping through hoops to add a phone to the system.
I dont have a solution, however you have more access than most to the network with your buddy a BOOST store owner. There is a very low probability you will be able to add this phone for the pure reason you stated of adding a new phone not being currently sold to the BOOST network.
One thing, is it possible to get a phone activated on the Boost network, then clone the ESN from the working phone to the TP2, I know people can change the CID # so might be able to change the ESN, only way I can think of without a level 2 insider.
GL
Force
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see the thing is, i'm pretty sure i can change the esn, but i'm not sure of the implications - even if i was doing it legit. And if i did, the guy's gonna want me to do it to dozens of others so i'd have to consult legal eagle before going that route. cloning a working phone is definately a felony. Cloning a phone you own and that is non-functional - mmmmmmm - who knows.
i got a sprint tp2 on boost cdma and i got proof
I as well have a Sprint Touch Pro 2 on Boost Mobile unlimited. It was pretty easy too but there's a website that I won't mention (Not sure about the rules) that does this stuff.
I personally already had the iDen account for a year or so and in a case where you're already on the iDen network, you can just call and tell them you want to switch to the CDMA service and give them the numbers off the phone. Obviously some reps will do it and some won't but I believe if you're nice and patient it can easily be done.
If you are going to just start a CDMA account, you need a boost branded phone to start the account and then later call back and switch in your other phone.
But, for whatever reason, a small number of TP2's cannot be activated on Boost. From reading people have tried figuring out if it has something to do with the numbers or what but no one has come up with anything.
I am happy to be one of those ppl to have my tp2 activated on boost. It is also one of those hard to activate numbers they talk about. Had a little problem getting it programmed to work, but now everything works. I had to make several calls to customer service not by regular means. google boost mobile customer service for a different number and dial 88 at the prompt. Takes you to a live agent no wait time at all. Still took 3 trys but finally a nice rep walked me through the process and stated several times they could not be held responsible if it did not work. Thanks everyone for your help.
starryis said:
I am happy to be one of those ppl to have my tp2 activated on boost. It is also one of those hard to activate numbers they talk about. Had a little problem getting it programmed to work, but now everything works. I had to make several calls to customer service not by regular means. google boost mobile customer service for a different number and dial 88 at the prompt. Takes you to a live agent no wait time at all. Still took 3 trys but finally a nice rep walked me through the process and stated several times they could not be held responsible if it did not work. Thanks everyone for your help.
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That's basically how I was also able to get a Sprint CDMA Blackberry on the boost mobile network almost a year ago now. I just kept calling until i spoke to someone who actually knew what they were doing and was generally actually a nice person and they did it for me on the phone. They can do it if they want to. They would probably give it more consideration if you already have a data plan with another network and tell them you want to make the switch. That's what I'm planning on doing tomorrow. Personally I believe a cell phone bill should be in the range of $20. You have to consider that the signals are in the air whether you use them or not, so they might as well take your $20 just have to navigate past the BS as with anything. I'm pissed at my new TP2 service on T-mobile now because they told me the 15$ no contract unlimited text and 10cents a minute talk came with 2gb of data and now I am finding out that was a lie. I probably should have checked better but hey I was in a rush and they are throwing commercials out on TV for another contract plan that has web access for 10$ and that threw me off a little into thinking they were a decent company so I'm pissed. Pretty sure I can get my money back if they don't give me what I want, but otherwise I'm going to boost or virgin mobile one way or the other.
I will try to be as brief as possible.... when the thnderbolt came out i was not available for an upgrade so i added another line to my account so i could get the tb for 250. Fast forward to today and i check my bill and my balance is $2,800. My immediate suspicion was tethering my thunderbolt with pdanet but to my suprise when i called verizon they said all charges had been made to my old line and not the line with the thunderbolt. He precided to tell me that my other phone which by the way dosent even have a battery in it made all the data charges. My question is how is this possible i thought maybe someone cloned my esn but honestly that seems like a long shot any one have anything like this happen to them before?
Just to be clear, you added a new line to your account and purchased a Thunderbolt with a different phone number? Did they activate a data plan with that line as well?(Should have, but you never know) I've had cases before where my cell phone company messed up adding a second line(In my case, it wasn't correctly linked to the primary plan and they tried to charge on a per minute basis for the secondary line), so it is entirely possible the same thing happened to you. How does the line show up when you log into your account on the Verizon website, and what features are enabled under it?
You can't get a smartphone from verizon without a data plan. It won't activate at all. Your thunderbolt was and is activated on the 30 dollar unlimited Internet plan. The other line however, your original line, is it a smartphone or just regular feature phone. I've had times were verizon charged me for data but took it back after reviewing my plan. I've always carried unlimited data. And if you have too then you can argue that the verizon rep changed it.
Yes i added another number to my family share plan and threw the other phone with my original line into a dresser. Its a lg venus like i said turned off no battery in it yet verzion says its still using data which to me seems impossible. I have also triple checked that everything is deactivated on my original line and confirmed unlimited on my tb.
I purchased the Bolt by adding a line just like you did (i did that with a Dinc and DX). I noticed a 1600.00 data charge on my first statement post Bolt purchase. The charge was on one of the lines I don't use....the line used to get the discount. I called Verizon and had the charge credited back within 15 min. The explanation was that while the phone was trying to connect and activate, the line was accruing data charges. The problem was that somehow the line that accrued the charges was not the line that had my unlimited plan attached. I purchased the phone the morning of release and it took 5 hours to activate.
Sent from my ADR6400L using XDA App
Yes that is exactly the same as my problem.. do you tether and has this happened again sincr the first time?
I haven't seen any (crazy) additional charges on my account yet. Yes, I tether several times a week...mobile hotspot app. I do not watch movies while tethering, just plain jane browsing.
Sent from my ADR6400L using XDA App
call up tell them there must be some mistake, and when the person you talk to sounds clueless and says they will be right back and then tells you that you have to pay, say you would like to speak to their manager or supervisor about the issue, and if they say they just asked their supervisor, just calmly state that you'd like to speak to the supervisor. once you do, simply explain that there is simply no way you could have such a high bill. don't say anything about pda net or tethering, just tell them you put the one phone away and haven't touched it and (very important) the person at the store and someone you spoke to on the phone before said your only charge for data would be 29.99 because it was unlimited and you could use as much as you want. they may have to call you back after getting approval to waive such a large amount, but they should waive it. if not, keep calling back and speak to someone else, go into a store and speak to a manager, etc.
Sent from my ADR6400L using XDA App
i tethered my feature flip phone on verizon like 5+ years ago when you had to dial some * number and i didn't realize it was free data yet i was being charged daytime minutes (oops, bill for extra minutes for $1000+). i called up and the scenario i outlined above happened and they just charged one month of unlimited minutes so it was only like $100 instead of $1000. i believe at the time i almost cried on the phone with the manager woman, saying *sniff* iii don't knowww howw immm gonna payyy thissss (shaky pre-crying voice) *sniff*
Sent from my ADR6400L using XDA App
Luckily they refunded the entire amount i just wanted to know this wouldnt happen again and was not due to my tethering
I have never in my life dealt with such an incompetent company.
Here's what happened. I have been on the even more plus 1000 since November . I called today to see if they can upgrade my data from 5gb to 10gb. After 3 hours of her screwing around with my account I was told no and hung up. I instantly saw that I had no internet and call back to have them tell me I (yes I) disconnected it.
I informed them no you messed up and please restore my plan I had an hour ago. I am told that plan is no longer available and I would have to pay $20 more a month to have similar service that the CS deleted without my permission. While arguing the second it hit 2 am est they hung up on me and I heard a message that they are now closed for the night.
I have had it. I don't know what else to do besides cancel my service when they open back up tomorrow.
Any suggestions?
EDIT: I was asked for the whole story so here it is
I dialed 611 waited on hold for 47 minutes before the fist lady that answered who spoke no English tried to help me. You could immediately tell she was new but after 10-15 minutes of searching for the 10gb she said she found it and it would take a while to try and switch it to my account. I was put on hold for around 40 minutes and just watched a movie. When she came back she said I would have to buy a new phone, a new sim card and activate a 2 year plan and she would have to transfer me. I agreed as I just wanted to speak with someone else. She was nice enough to transfer me to the 800 number where I had to go through all the voice prompts again and was put on hold for 25 minutes. By now my first movie is over and I started the second.
Now the second rep picks up who speaks even less English, so I give her my contact info and demand a supervisor "none are available" so she tries to help me. I Explain I want 10gb of data on my current plan instead of 5gb. She responds that T-Mobile does not offer 10gb phone data plans and asks me If I would like to purchase a USB thumb drive that is capable of 10gb instead. (you could see where this is going) I again ask for a supervisor and told none are available. Every 5 minutes or so she would come back and say she found it and was switching me for an extra 20. Than she would come back and say it did switch . Ask for a super again, "still not available".
Now she comes back on and wants me to switch to a 2 year contract, I decline as I paid full price for my phone and the plans are cheaper this way. Then she asks if I would like to downgrade my data to 200mb on a cheaper plan. (i'm losing my patience by now) Ask for a super again but she informs me that she found the 10gb upgrade for my plan and it would be $60 more a month but they would credit $20 from my existing plan. I agree and wait and wait and she comes back and informs me that it did not work and there is nothing else she could do. We hang up
I check my phone see 4 bars and 4g g but have no network connect so I call back and speak with a gentleman who claims I broke my phone and would probably have to send it in for repair because everything in their system is fine. He tells me to turn the phone off, he zaps it and still nothing. I'm thinking maybe its the radio I flashed last week so let me see what I can fix so we hang up. (we did a bunch of tests but during our conversation)
I try the internet one last time and it brings me to T-mobiles site saying that I have no data plan so I call again and explain my situation to technical support. I am told that I disconnected my data plan, I simply said look at my bills since NOV I am just under 5gb a month, now look at the notes from the first call, the reason I called was to increase my data to 10 gb so don't tell me I called to disconnect my data. Every time I told him something he had to ask his super for help and how to fix this "but the super was working with 4 people and she couldn't speak with me." (By now I'm almost done watching my second movie) when he comes back on the phone asking if I would like the 200 mb plan as it's the only one they offer or go up to the 2 gb for $20 more a month. No go back to your super and tell her to restore my plan back to what it was 1 hour ago. He finally returns and says this is what we are going to do CLICK "T-mobiles offices are now closed please call us back tomorrow"
I wait to see if he will be kind enough to call me back and what they were going to do but they never did. I jump on XDA to vent and write this post. I go take the dog for a walk check the phone and no data. I reboot the phone and Wow my data is back and the throttle is removed. SO I log in to T Mobile to see what plan they could have put me on.
I know have 200 mb a month instead of 5gb but the rate plan was kept the same price. They really screwed me on this one. I hope that was a little more complete and I tried not to leave anything out.
Try again for a different Rep tomorrow. I wish you luck lol.
Sent from my HTC Glacier using XDA App
That's definitely not right at all. I can suggest a couple thing.
- Contact them on Twitter, try tweeting them or sending them a DM. They are VERY helpful with customers on Twitter.
- Call during mid afternoon, I find that I always seem to get younger people who always wanna just help me out, I always get fees waived off by calling during that time.
I've always gotten A+ customer service with them, just unfortunate that you had to get the bad couple out of the bunch. But keep trying, don't ever hesitate to keep trying. I know they'll work it out with you.
Good luck man.
Best thing to do is to call and say you are cancelling your account or ask for customer retention... they have a lot more pleasant demeanor because that's the way they are trained.
Coppo said:
I have never in my life dealt with such an incompetent company.
Here's what happened. I have been on the even more plus 1000 since November . I called today to see if they can upgrade my data from 5gb to 10gb. After 3 hours of her screwing around with my account I was told no and hung up. I instantly saw that I had no internet and call back to have them tell me I (yes I) disconnected it.
I informed them no you messed up and please restore my plan I had an hour ago. I am told that plan is no longer available and I would have to pay $20 more a month to have similar service that the CS deleted without my permission. While arguing the second it hit 2 am est they hung up on me and I heard a message that they are now closed for the night.
I have had it. I don't know what else to do besides cancel my service when they open back up tomorrow.
Any suggestions?
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Click to collapse
I feel like you are only telling us half teh full story
ionic7 said:
I feel like you are only telling us half teh full story
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Click to collapse
You are right there is more I added it to the OP
This is what life will be like when the ATT takeover is complete. Go to fcc.gov and give your feedback with the online comment filing system. Issue 11-65.
Sent from my HTC Glacier using XDA Premium App
Retentions is the only department with any power. Just say "cancel" at the first prompt and then tell them you are a long time customer and want your plan back.
el_smurfo said:
Retentions is the only department with any power. Just say "cancel" at the first prompt and then tell them you are a long time customer and want your plan back.
Click to expand...
Click to collapse
/\ do that
Sent from my HTC Vision using XDA App
Retentions can't add the 10GB data plan to an existing plan. If you're on the Even More plus plan then you can't switch to one of the different data plans. There are a couple of things that I know can't be right.
First, a rep would never put you on hold for 40minutes and come back on. There are call resolution time requirements and a supervisor would never allow a long hold to kill their time. Their job is based on how fast you can get the call finished and no rep would allow that long of a call. No rep would take the chance of losing their job because of one person, just to put them on hold and twiddle their fingers.
Second, even if they remove the data plan you can still access the internet. It gets charged $1.99 per MB instead. You're phone doesn't "brings me to T-mobiles site saying that I have no data plan". You still can access without a plan in place. What you stated never happens.
Third, there is no 10GB plan for the Even More Plus plans. They can't offer what isn't available. It's only available for the new contract plans.
Fourth, you don't send your phone in for repair. They do a warranty exchange, which means they send a phone to you.
Fifth, you're rate plan price(even more plus TTW) would not have stayed the same, even if they were to switch you to the 200MB.
I'm sure you had a bad experience but I'm sure there's some embellishment. It would have taken me 2 minutes to give you the information that you are stuck at your current data plan and that if you want the new data plans that you have to sign a contract and switch to one of the new plans.
el_smurfo said:
tell them you are a long time customer and want your plan back.
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Click to collapse
Dropping the "I've been a customer for [blank] years" does the opposite effect. The rep can see what your tenure is without you throwing in their face and dropping that card will make more difficult to get what you want. I know from personal experience and talking to the retention people.
It sounds like you are calling me a lier. Thats OK
"Retentions can't add the 10GB data plan to an existing plan. If you're on the Even More plus plan then you can't switch to one of the different data plans. There are a couple of things that I know can't be right. "
I didn't call retention I called customer service and asked them if it was possible , two reps said it was , tried and failed removing my data plan somehow.
"First, a rep would never put you on hold for 40minutes and come back on. There are call resolution time requirements and a supervisor would never allow a long hold to kill their time. Their job is based on how fast you can get the call finished and no rep would allow that long of a call. No rep would take the chance of losing their job because of one person, just to put them on hold and twiddle their fingers."
She would check in and say "sorry for the hold it will just be a little longer" every so often. So technically not a complete hold but it was still a 40 minute window. When I get home I will take a picture of my call log to show one 2hour 45 minute call followed by a 30 minute call and 1 hour call. The next morning Another 45 minute call.
"Second, even if they remove the data plan you can still access the internet. It gets charged $1.99 per MB instead. You're phone doesn't "brings me to T-mobiles site saying that I have no data plan". You still can access without a plan in place. What you stated never happens."
This is where you are 100% wrong. While I still had the 4G symbol if I ran I ping test I would get "failed" "I have a screen shot of this showing all the other errors I don't feel like typing out" however if I went to the browser it would redirect me to this site "http://u.web2go.com/upsell/options.do?url=http://www.google.com/m?source=android-home&fteFlag=false&ppmbFlag=false&source=upsellredirect||nonppmb"
I just tried it on my phone and it still brings me back to the same "change your data plan". Try it on your phone it may or may not work.
"Third, there is no 10GB plan for the Even More Plus plans. They can't offer what isn't available. It's only available for the new contract plans."
I didn't know this that is why I called and asked. For them to "offer" it, that would mean they would have called me and and said "would you like 10gb." That didn't happen. So there was no offer as you state.
"Fourth, you don't send your phone in for repair. They do a warranty exchange, which means they send a phone to you. "
I know this, that is what he said. Could you imagine if every time someones phone broke how long they would be sitting around waiting for a repair to come back. Next time I will record the phone call so have proof.
"Fifth, you're rate plan price(even more plus TTW) would not have stayed the same, even if they were to switch you to the 200MB."
They only removed my data. The only data plan available for the 1000 minute unlimited text is 200mb. Removing my data actually lowered my bill $20. The 200 mb plan was $20 which kept it the same. At least thats they way It was explained to me.
"I'm sure you had a bad experience but I'm sure there's some embellishment. It would have taken me 2 minutes to give you the information that you are stuck at your current data plan and that if you want the new data plans that you have to sign a contract and switch to one of the new plans."
There is no embellishment. I am a very patient person and I know calling them takes forever which is why I put the phone on speaker and watched movies during hold times. I called to ask a simple question of can you upgrade my data while staying on the same plan. Besides declining everything they offered like "USB data plans" and "new phones to make this work" and asking for a supervisor, I don't think I really spoke. I know I just ended up with people on the other end of the phone that had no idea what they are speaking about. Maybe they were new? It happens.
Edit: Retention was able to restore my plan.
kalel33 said:
Dropping the "I've been a customer for [blank] years" does the opposite effect. The rep can see what your tenure is without you throwing in their face and dropping that card will make more difficult to get what you want. I know from personal experience and talking to the retention people.
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Click to collapse
It's customer service, service the customer. Someone yelling or cursing or just being rude I understand, but we can't see your systems and don't care to assume when it comes to our hard earned money. If "I've been a customer for [] years" makes you a bitter and spiteful customer service rep, then you need a new job.
darinmc said:
It's customer service, service the customer. Someone yelling or cursing or just being rude I understand, but we can't see your systems and don't care to assume when it comes to our hard earned money. If "I've been a customer for [] years" makes you a bitter and spiteful customer service rep, then you need a new job.
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You have it wrong. Your tenure is shown on the first page and doesn't need to be stated. I'm trying to give you some help. If you drop the loyalty card it'll backfire on you and it's not just me but most/all reps. If you want to keep doing it your way and throwing it in reps face then that's fine. I'm just telling you what doesn't work. If you're bitter and spiteful about it then you need to find someone else to call in for you.
kalel33 said:
You have it wrong. Your tenure is shown on the first page and doesn't need to be stated. I'm trying to give you some help. If you drop the loyalty card it'll backfire on you and it's not just me but most/all reps. If you want to keep doing it your way and throwing it in reps face then that's fine. I'm just telling you what doesn't work. If you're bitter and spiteful about it then you need to find someone else to call in for you.
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...you completely missed my point. I don't need help, and I don't EVER call any customer service angry. I happen to work in a customer service industry and so I understand where you are coming from, but I disagree with the attitude you claim is shared by those you work with.
Thing is, you have a job because these people pay for a service, and you are supposed to support them. It's the attitude that "the customer shouldn't say this or needs to understand [something only an employee could actually know] which ends up turning T-Mo into AT&T. I mean of all the horrible and insulting things I'm sure you guys hear every day, a customer stating his tenure really offends you? Really? It's a valid argument, whether it's on page 1 or not. The retention department exists because those people have been a customer for [] years, to take offense and actually alter your willingness to help and support them is petty and childish. If they yell and scream at you I get it (but even then it's the tone and volume that are offensive, not the words), I just don't understand why you and your co-workers are taking a stand against something so trite.
The reps aren't taking a stand. There is a right and wrong way to get what you want. It's psychology at it's finest and dropping the "loyalty" card does you no favors and actually can make it harder to get what you want. This isn't because of the AT&T, it's the way it's always been. You use the tactics that work to get the best outcome. I'm just giving you the information to get the best outcome. The people who drop the loyalty card always do it in a snide/privileged manner and doesn't do them any good. These customer usually are the one's that call retention often, and it shows in their records how much they've called. Retention should only be used for dire situations where you're looking at leaving. If you're using it every so often then it shows in the system and can look like the person cries wolf often to try to get what they want.
I've never heard anyone drop the loyalty card without it being snide or coming off as them trying to be superior to all other customers. You'll get the card dropped from someone who's only been a customer for less than 4 years, which is pretty short compared to most of the longtime customers. I was with them for 9 years before working there and I too, never called for retention. If I wasn't happy, I would have left for another carrier.
kalel33 said:
The reps aren't taking a stand. There is a right and wrong way to get what you want. It's psychology at it's finest and dropping the "loyalty" card does you no favors and actually can make it harder to get what you want. This isn't because of the AT&T, it's the way it's always been. You use the tactics that work to get the best outcome. I'm just giving you the information to get the best outcome. The people who drop the loyalty card always do it in a snide/privileged manner and doesn't do them any good. These customer usually are the one's that call retention often, and it shows in their records how much they've called. Retention should only be used for dire situations where you're looking at leaving. If you're using it every so often then it shows in the system and can look like the person cries wolf often to try to get what they want.
I've never heard anyone drop the loyalty card without it being snide or coming off as them trying to be superior to all other customers. You'll get the card dropped from someone who's only been a customer for less than 4 years, which is pretty short compared to most of the longtime customers. I was with them for 9 years before working there and I too, never called for retention. If I wasn't happy, I would have left for another carrier.
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I've been in customer service a long time as well and if I state my tenure I'm just telling the Rep how I feel.
If a customer tells me they've been with my company a long time I thank them and ask questions to understand why they aren't feeling valued.
You should worry more about the psychology of how you treat the customer than the other way around because you can only control your own behavior.
Sent from my HTC Glacier using XDA Premium App
kalel33 said:
The reps aren't taking a stand. There is a right and wrong way to get what you want. It's psychology at it's finest and dropping the "loyalty" card does you no favors and actually can make it harder to get what you want. This isn't because of the AT&T, it's the way it's always been. You use the tactics that work to get the best outcome. I'm just giving you the information to get the best outcome. The people who drop the loyalty card always do it in a snide/privileged manner and doesn't do them any good. These customer usually are the one's that call retention often, and it shows in their records how much they've called. Retention should only be used for dire situations where you're looking at leaving. If you're using it every so often then it shows in the system and can look like the person cries wolf often to try to get what they want.
I've never heard anyone drop the loyalty card without it being snide or coming off as them trying to be superior to all other customers. You'll get the card dropped from someone who's only been a customer for less than 4 years, which is pretty short compared to most of the longtime customers. I was with them for 9 years before working there and I too, never called for retention. If I wasn't happy, I would have left for another carrier.
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Calling in to speak with someone in retention in any company is fine imo, why should i have to pay more or get less for something when the company is willing to show me that loyalty does pay with them.
And to address the issue that a customers history with the company shouldnt be important is preposterous. I think someone who has been around with the company is more important than a new customer unless the customer in question is a dirtbag and always missing/skipping paying. You also must consider the money this customer generates for the company, if a new customer is bringing more money, then they should be treated well so they can be converted into a long time customer.
just call a few times...this is what i did when i had to switch my plan. Some guy let me switch from even more+ to even more (they clearly advertise that you cannot), gave me a 5 dollar discount per month on each one of my lines that have data and a 5 dollar discount a month on messaging for the whole family.
it just really depends on who you talk to.
some advice: when you call 611, tell the computer (and only the computer, not a rep), that you want to cancel. this way you will reach the customer loyalty dept that has a lot more power than the normal customer service. they should be able to fix everything as they can offer plans that they no longer advertise (and plans that the normal customer service cannot give)
VibrantOwnr said:
just call a few times...this is what i did when i had to switch my plan. Some guy let me switch from even more+ to even more (they clearly advertise that you cannot),
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A regular rep has been able to change people from EM+ to EM plans for months. It doesn't take a retention rep.
Say all you want about how you feel about retention and dropping the loyalty card to a rep....doesn't matter to me what you do. I was just giving you some advice. I don't care if you take the advice or not, just trying to help out the XDA community in general. The reps can see your tenure right when you call in, doesn't matter if you tell it to them or not, they already know. Also, most of the people that drop the card add a 2-3 years on their tenure thinking that the rep doesn't have it in front of them and thinks by padding the time will give them a better chance.
Also eqjunkie829, I never said the tenure of a customer is not important. Quit trying to make it into something it's not, but the amount of money you spend does factor quite a bit. A person with 2 years loyalty might get a better deal than someone who has 6 years loyalty, if the person with 2 years has paid more to the company than the person with 6 years. Also, adjustment history, call in history, and payment history are almost as important.
By the way Phateless, I do care of the psychology of how I treat customers. That's why I have an extremely high score in customer surveys. Like I said, take my advice or don't.....don't really care. Just giving some helpful information that is not up for debate.
Hey guys just throwing out some friendly info your way. A buddy of mine who also has a One X received a call and his caller ID showed "AT&T Customer Service" as it is programmed into our phones.
The person on the line continued to say, "We are calling from AT&T.... etc. etc.... there is a tower outage in your area you will lose service for anywhere from 2-6 hours. We will post a rebate to your account per hour of service. Please confirm the name on the account, and last 4 digits of social. [BAM, they got him!]"
Phone did go out of service and never came back on. He called AT&T and they said to replace SIM cards. Received a text message from AT&T stating he had racked up $2,600.00 in international calls. Obviously the people got hold of the name on account and last 4 digits and had access to the account to change features, activate sim cards, etc. I know this scam has been going through email but to receive a call is scary.
Fraud department is doing an investigation and will hopefully insure him.
Be careful guys. I know this is One X forums but just spreading the word to my fellow AT&T customers and anyone else.
Wow that is scary, never heard of this before.. Thanks for the heads up.
This is the exact reason I send all calls to voicemail if I don't recognize the number. And I removed all of the ATT numbers from my phone book when I first got the phone since I never use em.
I didn't know I was using so many minutes:what:
18th.abn said:
I didn't know I was using so many minutes:what:
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Lol abn
Op Thnx even tho I'm a rogers customer there's a good chance they'll try this with us too. Hope buddy gets it sorted!
Sent from my HTC One XL using xda premium
Any time anyone calls wanting to confirm something, I make them confirm with me who they are first. With that said, I've only had 2 scam calls in my entire life, and they both hung up after I asked them to identify other info pertaining what they were calling to.
I wonder why anyone would give out their info over the phone. If it's not in person or through a legit, HTTPS site, it's surely a scam.
XNine said:
Any time anyone calls wanting to confirm something, I make them confirm with me who they are first. With that said, I've only had 2 scam calls in my entire life, and they both hung up after I asked them to identify other info pertaining what they were calling to.
I wonder why anyone would give out their info over the phone. If it's not in person or through a legit, HTTPS site, it's surely a scam.
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Yeah I guess it was a simple slip up. Call from Customer Service and sounded legitimate he said and he didn't think twice because the person didn't ask to confirm until the end of the conversation for "rebate", purposes. These scam artists are always eloving. Gotta stay on your toes.
Sent from my HTC One X using xda app-developers app
Happened to one of my coworker's customers yesterday, too. Be careful, people. Customer service doesn't proactively call customers out of the blue.
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I saw this happen to a kid at school yesterday. Told me right after the phonecall what happened.
Sent from my htc_evita using xda app-developers app
Since when did AT&T "proactively" do anything let alone call you to rebate you for an outage. Good AT&T customer service would have been a phone call once his bill hit say $500 if that's out of the ordinary to say "we're seeing unusual usage this month, is this intended". I don't give anything to anyone over the phone relating to social, accounts, etc. But ish happens. Hope he gets it sorted out.
derrickonline said:
Good AT&T customer service would have been a phone call once his bill hit say $500 if that's out of the ordinary to say "we're seeing unusual usage this month, is this intended".
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AT&T did text the guy about the high usage. I think AT&T simply lacks the manpower to call everyone that has unusually high usage. Although its normal for credit cards to make calls whenever suspicious activity is detected, so you may have a point.
Either way (call or text) its probably going to come too late. I racked up some high data usage while overseas, and the text didn't even come until I got home from the trip!
Anyway, thanks to the OP for the heads up.
XNine said:
Any time anyone calls wanting to confirm something, I make them confirm with me who they are first. With that said, I've only had 2 scam calls in my entire life, and they both hung up after I asked them to identify other info pertaining what they were calling to.
I wonder why anyone would give out their info over the phone. If it's not in person or through a legit, HTTPS site, it's surely a scam.
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I never give personal information out on an incoming call no matter who is calling. I either ask for their extension and call them back after verifying the number on google or i have them open a ticket and do live chat.
But i'm very surprised they were able to do so much damage with just the last 4 of social. This system really needs to change. Why do they use last 4 of social instead of a pin that you've created? Are people not competent enough to remember a pin? Or carriers are afraid most people just use 1234 or 1111?
I'm also surprised they didn't send your friend a text when the changes were made to the account. I usually get a free text from AT&T and sometimes even an email whenver i do anything on my account.
Anyway, i'm very curious as to the liability here. Keep us updated OP!
Sending a text to the account holder wouldn't work, because it seems the scammers are changing SIMs and redirecting the account to their own hardware, from which they make their calls.
Sent from my HTC One X using XDA Premium HD. In between Force Clo...
Hi All,
I am a happy nexus 5 owner. I recently switched from sprint to att and couldn't be happier with how my n5 is performing. It's like a new phone.
Not sure if this is the right forum for this, but here goes, it'll probably be a fun post anyway.
Anywho, in switching, I ran up against a nice issue that apparently all carriers sneakily do in their terms. If you cancel service (not a contract, been out of contract for some time) they charge you for the full month of service. In my case, I left 2 days into my billing cycle and am being charged for the whole month! Pretty crappy.
Sob story aside, I really don't have the time or energy to fight them, nor take them to court, nor risk my credit score all over $130. But since I feel crappy about it, I'd like to get back at least in some nominal way.
One idea is since I'm paying for the month, take an older sprint phone, activate it for the month and set it up to just download and upload as much data as possible. Any suggestions? Another idea I had is that I've heard roaming alot causes all kinds of charges for the carrier. So I thought I could write a quick script to call a landline or my google voice number every night when free nights and weekends kicks in and leave the phone plugged in somewhere where it is roaming? Anyone know if this is better? Should I just use roaming data?
Any and all comments most appreciated.
You're right this is not a good place for this. This is a development forum, not a get-your-own back forum.
Sent from my Nexus 5 using Tapatalk
tmobile only charges you for the days you still were using them. if you used them for only two days, thay would only charge you for two days
simms22 said:
tmobile only charges you for the days you still were using them. if you used them for only two days, thay would only charge you for two days
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this.
it depends on the plan you were on. if you were on a prepaid plan, you're SOL. if you're on a post-paid plan, they should pro-rate it.
also, with 2 days left, the amount in question that would be credited back to you is quite low.
eitherway, this is not the proper forum for you to be angry and try and get back at a carrier.