Customer Service Complaint

"John Navas" <[email protected]> wrote in message
news:[email protected]...
> [POSTED TO alt.cellular.cingular - REPLY ON USENET PLEASE]
>
> In <[email protected]> on Mon, 17 Oct 2005 07:21:57 +0000, movak
> <[email protected]> wrote:
>
>>I know for sure that Cingular had Resolution Specialists. I could tell
>>you how I know but then I would have to kill you. You can not be denied
>>acces to Resolutions. That is not to say you can request the right off.
>>The representaive must make every effort to resolve the situations
>>before transfering. Many time the representative will call a resolution
>>specialist, explain the situation and the Resolution Specialist will say
>>what can be done. The customere rarely sees this.
>
> I know "for sure" (without having to kill anyone) that in many (most?)
> cases
> the phone rep doesn't have direct access to anything like a "resolution
> specialist".

Proof?

>Worse, the phone rep has very little authority to correct
> problems, so "must make every effort to resolve" tends to result in saying
> "no" over and over to reasonable requests and solutions.

Proof?

>It's not a good
> system.
>
So now you are a call center expert. My,my- the list continues to grow.

---

› See More: Customer Service Complaint

Somewhere around Sat, 15 Oct 2005 16:06:41 +0000, while reading
alt.cellular.cingular, I think I thought I saw this post from movak
<[email protected]>:

[massive snippages]

>I dont understand what your issue is now. They made a mistake with the
>roaming and credited back what you asked for. You then didn't give them
>a chance to finish the job by calling in next month whan the rest of the
>roaming came in (how could they credit charges that were not billed yet
>and they were never told about). There was another billing mistake and
>they credited that back too. Then they tried their hardest to satisfy
>you to keep you as a customer. What more could they have done?
>If you are upset about the time it took to do these things, try to look
>at it from the other side. If every person who called in and said "I
>have large roaming charges and I want them credited" and the
>representative did so imediately, Cingular would go bankrupt. Each
>representative has to check all the notes on the account, (There could
>be alot especially is the cust has called in a number of times), check
>exactly where the roaming occured (sometimes that is difficult because
>the maps dont always have all the cities searchable), check Policies
>and Procedures to make sure they wont loose their job by giving you the
>credit and then maybe transfer to another department and explain
>everything if the credit is over their limit. This all takes time and
>if the representative does it wrong enough time he or she could be
>fired.
>I'd like you to notice something, Cingular no longer has regional
>plans. There are reasons for this and the roaming issues you
>experiences are probably one of them. Very few people ever were on the
>regional plans because the national plans were only a little more
>expensive and garaunteed no roam no long dstance in the US. It is not
>inconceivable that the reps who gave you the inaccurate info in the
>first place haden't seen a regional plan in months and made an honest
>mistake.
>I also would like to check on you definition of lie. My definition is
>telling someone something that they know to be untrue for some purpose.
>Do you really think that the initial rep and supervisor lied to you when
>the only possible outcome would be to upset you and cause you to call in
>to get the issue fixed? Since that also wrote what they told you down
>they can and probably have been hauled up on the carpet for giving that
>misinformation. Do you really thing a customer care representative would
>sit there and think "Today I am going to tell the next customer a lie so
>he will get a huge bill and cause us to have to figure out exactly what
>happened and credit him back. Oh yeah and I will make sure that I write
>down all my lies so my supervisor can come have a long talk about
>chacking facts and being sure what I tell the customers is accurate.
>Boy that will be fun". Everyone is human and everyone makes mistakes.

This is all very reasonable and informative, and makes good sense. However,
this is usenet, where being reasonable and making sense are out of place.
Also, there were no insults, or at least none worth mentioning; in the
future, please be sure to add one or more insults to your posts. If you
don't know how to do this, do a Google search for "John Navas".

PS. Oh, I almost forgot - you are an ignorant horse's ass, and your mother
dresses you funny. I had to add the insults.

--
Marty - public.forums (at) gmail (dot) com
"Those are my principles, and if you don't like them...
well, I have others." - Groucho Marx