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  1. #16
    John Navas
    Guest

    Re: Customer Service

    [POSTED TO alt.cellular.cingular - REPLY ON USENET PLEASE]

    In <[email protected]> on Tue, 7 Dec 2004 01:30:56 -0600,
    "Stanley Reynolds" <[email protected]> wrote:

    >> >> This is post-merger, and much shorter period of time, and is the result

    >of
    >> >> some very difficult work.
    >> >
    >> >Not sure of the quote but president Bush said that this was "very hard

    >work"
    >> >in reference to the war in Iraq that I believe that. If keeping a web

    >site
    >> >up is "very difficult work" then it says the people doing this may need

    >to
    >> >be replaced with someone that can do it no problem.

    >>
    >> No offense, but you obviously have no idea what you're talking about.
    >>

    >No offense taken, but I know what I am talking about, Cingular's web site.
    >And of the many web sites I use Cingular's site has had more problems the
    >past year than 20 other sites I have used. Bank sites work, credit card
    >sites work, broker sites work, even the prepaid Cingular site works.


    My own experience, up until the merger, is that the reliability of Cingular's
    site has been a bit less than average for its class, but was nonetheless still
    reasonable, even as compared to financial sites, which aren't a good benchmark
    for a cellular company.

    >If you
    >think that Cingular's web site problems started with the merger then
    >"obviously have no idea what you're talking about."


    I didn't say that. What I wrote (and you snipped) was:

    These latest issues are clearly post-merger.

    >One thing that I have no
    >idea about is what your spin on Cingular's problems is about.


    You don't like the message, so you attack the messenger. How nice.
    ,
    --
    Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
    John Navas <http://navasgrp.home.att.net/#Cingular>



    See More: Customer Service




  2. #17
    Marius
    Guest

    Re: Customer Service

    It's funny, with all the complaining most people do about technology
    they've got no clue about you'd think they'd up off their arses and go
    learn it themselves, then go to cingular or any company that has to
    keep a database of millions of records and go try to do their jobs for
    them. I am almost positive Cingular does nothing but hire the most
    talented web and database engineers and programmers and administrators
    for their systems, sure - they're not perfect by any means, but in my
    opinion they're doing a pretty good job so far. The site was out of
    service yesterday yes.. but it came back up by the end of the evening
    and all was fine.
    Quit your whining about issues you've not no idea about.




  3. #18
    Marius
    Guest

    Re: Customer Service

    It's funny, with all the complaining most people do about technology
    they've got no clue about you'd think they'd up off their arses and go
    learn it themselves, then go to cingular or any company that has to
    keep a database of millions of records and go try to do their jobs for
    them. I am almost positive Cingular does nothing but hire the most
    talented web and database engineers and programmers and administrators
    for their systems, sure - they're not perfect by any means, but in my
    opinion they're doing a pretty good job so far. The site was out of
    service yesterday yes.. but it came back up by the end of the evening
    and all was fine.
    Quit your whining about issues you've not no idea about.




  4. #19
    Marius
    Guest

    Re: Customer Service

    It's funny, with all the complaining most people do about technology
    they've got no clue about you'd think they'd up off their arses and go
    learn it themselves, then go to cingular or any company that has to
    keep a database of millions of records and go try to do their jobs for
    them. I am almost positive Cingular does nothing but hire the most
    talented web and database engineers and programmers and administrators
    for their systems, sure - they're not perfect by any means, but in my
    opinion they're doing a pretty good job so far. The site was out of
    service yesterday yes.. but it came back up by the end of the evening
    and all was fine.
    Quit your whining about issues you've not no idea about.




  5. #20
    Marius
    Guest

    Re: Customer Service

    It's funny, with all the complaining most people do about technology
    they've got no clue about you'd think they'd up off their arses and go
    learn it themselves, then go to cingular or any company that has to
    keep a database of millions of records and go try to do their jobs for
    them. I am almost positive Cingular does nothing but hire the most
    talented web and database engineers and programmers and administrators
    for their systems, sure - they're not perfect by any means, but in my
    opinion they're doing a pretty good job so far. The site was out of
    service yesterday yes.. but it came back up by the end of the evening
    and all was fine.
    Quit your whining about issues you've not no idea about.




  6. #21
    Marius
    Guest

    Re: Customer Service

    Please excuse my 4? or so posts.. google posting fumbled on me. In
    fact.. now that this has happened, I may just open a new newsgroup on
    google about google and complain of their webserver error.




  7. #22
    Stanley Reynolds
    Guest

    Re: Customer Service


    > >One thing that I have no
    > >idea about is what your spin on Cingular's problems is about.

    >
    > You don't like the message, so you attack the messenger. How nice.


    John I do agree with you Cingular's web site is below average we may
    disagree about the degree a bit vs a lot.

    The topic is not my IQ as addressed in your quote "No offense, but you
    obviously have no idea what you're talking about."

    The topic is not your IQ as your precieved "attack".

    My question is why your see Cingular's web site as only a bit below average
    ? When it is the least reliable site I've used the past year. I do not get a
    paper bill in the mail but down load the bill each month. I also check usage
    about once a week. Problems from very slow and broken links to not working
    at all. Due to the problems I spend a lot more time on the site than I want
    too. I do not think it has ever just worked. Do you use the account feature
    or is your use more general like checking the new plans ? I have noticed
    more problems with login features than the site in general.





  8. #23
    scott14661
    scott14661 is offline
    Sr. Member

    Location
    Maryland
    Posts
    122 - liked 4 times

    Re: Re: Customer Service

    "and up until about 6 months ago, they would exchange a non-working phone
    right in the Cingular store. Then they moved to the mail order service. In
    my opinion, they've been hammering the bottom line in the executive board
    room, and customer service was one of the first areas to be targeted for
    reduction."

    I work for a Cingular and can tell you the XBM (Exchange by Mail) Program that Cingular initiated was one of the best things they have done. The program makes it easier on the customer and employees of Cingular. The purpose of the program was to allow the customer to exchange their phone without ever leaving their home. How much easier can they make it?

    But the biggest reason for the program was so that Cingular could guarantee the customer the same phone when exchanging. Since phones are phased out so quickly many stores were not able to exchange the customers phone for the same model. That was a big problem.

    Before you knock Cingular's Customer Service, be aware that Cingular is not the only company to go to the XBM Program, Verizon has too.



  9. #24
    John Navas
    Guest

    Re: Customer Service

    [POSTED TO alt.cellular.cingular - REPLY ON USENET PLEASE]

    In <[email protected]> on Tue, 7 Dec 2004 15:51:24 -0600,
    "Stanley Reynolds" <[email protected]> wrote:

    >> >One thing that I have no
    >> >idea about is what your spin on Cingular's problems is about.

    >>
    >> You don't like the message, so you attack the messenger. How nice.

    >
    >John I do agree with you Cingular's web site is below average we may
    >disagree about the degree a bit vs a lot.


    Fair enough.

    >The topic is not my IQ as addressed in your quote "No offense, but you
    >obviously have no idea what you're talking about."
    >
    >The topic is not your IQ as your precieved "attack".


    My statement was in response to your:

    Not sure of the quote but president Bush said that this was "very
    hard work" in reference to the war in Iraq that I believe that. If
    keeping a web site up is "very difficult work" then it says the
    people doing this may need to be replaced with someone that can do it
    no problem.

    That kind of statement comes across as hopelessly naive and dismissive to
    those of us with real expertise in comparable enterprise-grade websites. It's
    "no problem" any more than the war in Iraq is proving to be the "no problem"
    promised by the Administration, likewise hopelessly naive and dismissive (of
    warnings).

    >My question is why your see Cingular's web site as only a bit below average
    >? When it is the least reliable site I've used the past year. I do not get a
    >paper bill in the mail but down load the bill each month. I also check usage
    >about once a week. Problems from very slow and broken links to not working
    >at all. Due to the problems I spend a lot more time on the site than I want
    >too. I do not think it has ever just worked. Do you use the account feature
    >or is your use more general like checking the new plans ? I have noticed
    >more problems with login features than the site in general.


    Prior to the merger, I regularly used the Cingular website, and usually didn't
    encounter problems. Recent problems are clearly a result of the major changes
    resulting from the merger, and are actually less troublesome than I expected.

    --
    Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
    John Navas <http://navasgrp.home.att.net/#Cingular>



  10. #25
    Scott Stephenson
    Guest

    Re: Customer Service


    "Marius" <[email protected]> wrote in message
    news:[email protected]...
    > It's funny, with all the complaining most people do about technology
    > they've got no clue about you'd think they'd up off their arses and go
    > learn it themselves, then go to cingular or any company that has to
    > keep a database of millions of records and go try to do their jobs for
    > them. I am almost positive Cingular does nothing but hire the most
    > talented web and database engineers and programmers and administrators
    > for their systems, sure - they're not perfect by any means, but in my
    > opinion they're doing a pretty good job so far. The site was out of
    > service yesterday yes.. but it came back up by the end of the evening
    > and all was fine.
    > Quit your whining about issues you've not no idea about.
    >


    Amen- great post.





  11. #26
    Marius
    Guest

    Re: Customer Service

    With google's updates of their free open usenet service, the replies
    seem to now get posted in a matter of seconds or a couple minutes as
    opposed to how it took hours before. I am enjoying google groups much
    more now.




  12. #27
    Stanley Reynolds
    Guest

    Re: Customer Service


    "Marius" <[email protected]> wrote in message
    news:[email protected]...
    > With google's updates of their free open usenet service, the replies
    > seem to now get posted in a matter of seconds or a couple minutes as
    > opposed to how it took hours before. I am enjoying google groups much
    > more now.
    >

    I am glad it has improved, the search features and storage of old posts made
    it useful even when current posts took hours.





  13. #28
    Rich
    Guest

    Re: Customer Service

    On Tue, 7 Dec 2004 16:25:02 -0600, scott14661
    <[email protected]> wrote:

    >
    >"and up until about 6 months ago, they would exchange a non-working
    >phone
    >right in the Cingular store. Then they moved to the mail order
    >service. In
    >my opinion, they've been hammering the bottom line in the executive
    >board
    >room, and customer service was one of the first areas to be targeted
    >for
    >reduction."
    >
    >I work for a Cingular and can tell you the XBM (Exchange by Mail)
    >Program that Cingular initiated was one of the best things they have
    >done. The program makes it easier on the customer and employees of
    >Cingular. The purpose of the program was to allow the customer to
    >exchange their phone without ever leaving their home. How much easier
    >can they make it?
    >
    >But the biggest reason for the program was so that Cingular could
    >guarantee the customer the same phone when exchanging. Since phones
    >are phased out so quickly many stores were not able to exchange the
    >customers phone for the same model. That was a big problem.
    >
    >Before you knock Cingular's Customer Service, be aware that Cingular is
    >not the only company to go to the XBM Program, Verizon has too.


    I'll add a little on this. Cingular's XBM program can only work after
    you've had the phone for 30 days. I've got 4 defective V551 phones
    that were purchased from Best Buy. Best buy at this time has no V551's
    in stock. After much haggling with Cingular CS, I was finally given
    authority to return phones to Cingular store. About an hours drive
    from my house. They were also out of stock on V551. Also, no 64k sim
    cards. Best Buy and Cingular were loaded on 32k cards but no 64k. This
    is important to me because my home is in an area that my AT&T signal
    is a lot stronger than Cingular. Cingular would not send us 4 new
    phones unless I bought them, then returned the 4 defective ones to BB
    for a refund. They couldn't even send us 64k cards, I'ld have to buy
    them. All 4 phones have the white screen problem, which by itself
    isn't too bad, It's the dropped calls with the white screen that
    pisses me off. 2 of the phones also have a voice sending problem.
    Scratchy, breaking up.
    I'm not *****ing on Cingular's CS, but, they're like robots following
    protocol from a book. It takes about 45 min to explain the whole deal
    about the problems we're having with our phones, including the fact
    that the local store has none in stock, And each time after explaining
    everything that's happened, they come back and tell me, we're giving
    you authorization to return the phones to the Cingular store. Folks,
    they don't have any, haven't you heard anything I've said. Very
    frustrating. I'm just waiting for BB to get some in stock, they don't
    know when but they've extended us another 30 days to return them.
    Hopefully, they'll get some within that 30 days.
    One thing I've learned. Don't buy a cell phone from a store other than
    an authorized cell phone store. One other thing, the XBM people don't
    even have any V551's in yet to fix and send out.



  14. #29
    Marius
    Guest

    Re: Customer Service

    Ouch! good luck with that one, it sounds like you may need it. That
    sure sucks.




  15. #30
    xdog
    xdog is offline
    Junior Member

    Posts
    10

    couple of quick things here to note....

    1. cing has 24/7 tech support only so if u call about a bill tough we don't know anything about that..and yea I work for tech supp. at cing.

    2. there was a post about trained reps....B/S....I went through 4 weeks of training....on how to answer the friggin phone. that's it..

    3. The XBM(exchange by mail) program..if your phone is broke..forget about it get cancell the plan go somewhere else or go and get a new phone. because were going to send u a referb phone and 9 out of 10 times the cust calls in with all kinds of problems w/ the new phone and we have to send them another one.

    4. the website for cing. well I dunno what to say about that everytime im working and need to look up a phone or something it wont work so it's always down..I guess they were "training" the monkey how to update /shrug

    oh well that's all I gots. anything else and i'll post again......
    Yes I work for cingular....and cingular is about to find out what the meaning of pain is!!!!!!!!!



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