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- 12-12-2003, 06:25 PM #1rjljunkGuest
I called *2 recently, and after waiting 10 minutes, was told by the customer
service rep to call back the automated assistant and just say "PRL Update."
Of course when I did this, Claire said "OK, let me get someone to help you,"
and I got stuck on hold again. Has anyone else encountered this problem?
› See More: PRL Updates
- 12-12-2003, 06:31 PM #2PeterbiltGuest
Re: PRL Updates
I tried to call yesterday and when Claire ask what she could do for me I
just said PRL Update and then put me on hold. I didn't speak to a CSR first
but I couldn't wait the 20 minutes on hold so I hung up after 12. Claire
might possibly put you in queue with another department but I'm not sure if
this is true or not.
"rjljunk" <[email protected]> wrote in message
news:C%[email protected]...
> I called *2 recently, and after waiting 10 minutes, was told by the
customer
> service rep to call back the automated assistant and just say "PRL
Update."
> Of course when I did this, Claire said "OK, let me get someone to help
you,"
> and I got stuck on hold again. Has anyone else encountered this problem?
>
>
- 12-12-2003, 06:48 PM #3DavidGuest
Re: PRL Updates
In article <[email protected]>,
"Peterbilt" <amazon-*****@REMOVETHISeudoramail.com> wrote:
> I tried to call yesterday and when Claire ask what she could do for me I
> just said PRL Update and then put me on hold. I didn't speak to a CSR first
> but I couldn't wait the 20 minutes on hold so I hung up after 12. Claire
> might possibly put you in queue with another department but I'm not sure if
> this is true or not.
No you just get a vanilla CSR, that has a 40% chance of even knowing
what a PRL is, let alone being willing to tag your phone for an over the
air update.
- 12-12-2003, 07:08 PM #4Mark E. DanielGuest
Re: PRL Updates
David <[email protected]> wrote:
> No you just get a vanilla CSR, that has a 40% chance of even knowing
> what a PRL is, let alone being willing to tag your phone for an over the
> air update.
Wonder why a CSR has to set the flag? I mean either A) Just let Claire
do it in response to PRL Update, or B let it be checked upon connection
to *2 and done automaticly.
- 12-12-2003, 07:22 PM #5RexYBlueGuest
Re: PRL Updates
On Sat, 13 Dec 2003 00:25:06 GMT, "rjljunk" <[email protected]>
wrote:
>I called *2 recently, and after waiting 10 minutes, was told by the customer
>service rep to call back the automated assistant and just say "PRL Update."
>Of course when I did this, Claire said "OK, let me get someone to help you,"
>and I got stuck on hold again. Has anyone else encountered this problem?
Ah... another victim of a CSR who either didn't know the procedure or
didn't care, I'd guess. The CSR has to flag your account first, then
calling *2 again starts the update automatically. Sure seems to me
this is something that could be automated, but it isn't.
----------------------------
To email me, remove the zz.
- 12-12-2003, 07:36 PM #6Steven J SobolGuest
Re: PRL Updates
Mark E. Daniel <[email protected]> wrote:
> David <[email protected]> wrote:
>> No you just get a vanilla CSR, that has a 40% chance of even knowing
>> what a PRL is, let alone being willing to tag your phone for an over the
>> air update.
>
> Wonder why a CSR has to set the flag? I mean either A) Just let Claire
> do it in response to PRL Update, or B let it be checked upon connection
> to *2 and done automaticly.
You can do it yourself any time with Verizon by dialing *228. I believe the
same is also true of Alltel.
--
JustThe.net Internet & New Media Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]
- 12-12-2003, 08:53 PM #7MikeGuest
Re: PRL Updates
David wrote:
> In article <[email protected]>,
> "Peterbilt" <amazon-*****@REMOVETHISeudoramail.com> wrote:
>
>
>>I tried to call yesterday and when Claire ask what she could do for me I
>>just said PRL Update and then put me on hold. I didn't speak to a CSR first
>>but I couldn't wait the 20 minutes on hold so I hung up after 12. Claire
>>might possibly put you in queue with another department but I'm not sure if
>>this is true or not.
>
>
>
> No you just get a vanilla CSR, that has a 40% chance of even knowing
> what a PRL is, let alone being willing to tag your phone for an over the
> air update.
Not necessarily the truth. I called last night between midnight and 1 am
central. I said "PRL Update" to Claire, who directed me to a friendly
woman in tech-support. She took care of flagging the account. The hold
time was around 20 minutes, but I had other tasks to complete, so I just
plugged in a headset.
I do often find that I talk to people that aren't really related to the
reason I called. It's like there's a scoring system that gives an
operator a weighted score for relevance and for availability each, and
then transfers to the highest score. Just a guess at a system I have no
knowledge of, except as a customer calling.
-mike
- 12-13-2003, 01:12 AM #8morlockGuest
Re: PRL Updates
I I just called *2 (8100 with PRL10019), and Claire told me I needed an
update before proceeding. Within one minute, the update was done.
Guess I got lucky.
-morlock
- 12-13-2003, 04:28 AM #9DavidGuest
Re: PRL Updates
In article <[email protected]>,
Mike <[email protected]> wrote:
> The hold
> time was around 20 minutes
But the Sprint apologists typically jump on anyone who tells us that.
- 12-13-2003, 05:40 AM #10PeterbiltGuest
Re: PRL Updates
That's funny, my PRL is 10021. What is PRI? Whatever it is I have 0x1a09.
Does location matter with the PRL? I'm in NYC.
"morlock" <[email protected]> wrote in message
news:121220032313142121%[email protected]...
> I I just called *2 (8100 with PRL10019), and Claire told me I needed an
> update before proceeding. Within one minute, the update was done.
>
> Guess I got lucky.
>
> -morlock
- 12-13-2003, 06:22 AM #11Bob SmithGuest
Re: PRL Updates
"David" <[email protected]> wrote in message
news:[email protected]...
> In article <[email protected]>,
> Mike <[email protected]> wrote:
>
> > The hold
> > time was around 20 minutes
>
> But the Sprint apologists typically jump on anyone who tells us that.
Oh Phillipe? Just who has jumped on anyone here on this issue? What a little
silly immature boy you are ...
Bob
- 12-13-2003, 01:46 PM #12GregGuest
Re: PRL Updates
And US Cellular.
> You can do it yourself any time with Verizon by dialing *228. I believe
the
> same is also true of Alltel.
>
- 12-13-2003, 02:21 PM #13New YorkerGuest
Re: PRL Updates
I happened to call *2 because I wanted to speak to a rep and claire
automatically upgraded my prl and then put me in queue to speak to a rep.
It took about a minute and was painless.
NYer
"rjljunk" <[email protected]> wrote in message
news:C%[email protected]...
> I called *2 recently, and after waiting 10 minutes, was told by the
customer
> service rep to call back the automated assistant and just say "PRL
Update."
> Of course when I did this, Claire said "OK, let me get someone to help
you,"
> and I got stuck on hold again. Has anyone else encountered this problem?
>
>
- 12-13-2003, 07:25 PM #14planeGuest
Re: PRL Updates
RexYBlue <[email protected]> wrote in message news:<[email protected]>...
> On Sat, 13 Dec 2003 00:25:06 GMT, "rjljunk" <[email protected]>
> wrote:
> >I called *2 recently, and after waiting 10 minutes, was told by the customer
> >service rep to call back the automated assistant and just say "PRL Update."
> >Of course when I did this, Claire said "OK, let me get someone to help you,"
> >and I got stuck on hold again. Has anyone else encountered this problem?
>
> Ah... another victim of a CSR who either didn't know the procedure or
> didn't care, I'd guess. The CSR has to flag your account first, then
> calling *2 again starts the update automatically. Sure seems to me
> this is something that could be automated, but it isn't.
>
>
>
>
>
> ----------------------------
> To email me, remove the zz.
Not defending the csr's, however there are several analogy's to this.
Take your typical MD (doctor)--do you think they are aware of every
drug made or medical proceedure, hardly. The average doctor may use
maybe 20-25 drugs, commonly--yet of these say 25 commonly used drugs
there may be at a least a 1000 of more different brands, and then you
get into generics, etc--almost countless variations (you learn the
ones you use, and use a reference, usually a PDR for more info on the
ones the other guys are using--there is simply too much info to be
aware of every drug.
Yet these folks are possibly the best educated, and re-educated,
dedicated folks around..they have to look at not only PDR's but
numerous other reference material, every day---a patient may often
hear about a new drug or proceedure before the doctor, in say a really
good medical journal, you know, the readers digest or ER, etc.
So a reader of a forum picks up a new cell term, which 99 and
44/100ths %( how many posters do we have divided by the 80 million
cell phone accounts) of the rest of the cell phone using world have
never heard of or give a flying f**k about ( what do you think is the
most common question,"how do I turn my phone on, or something about a
prl?"
Is it realiastic for a CSR to know everything about a cell phone. You
learn the answers to the 20 or 30 things you are asked about 30 times
an hour, not the odd ball stuff you are asked about once a month ( and
the proceeure for fixing it has been changed to take care of it, etc,
etc).
And for those of you who have never been on the other side of the
customer service desk, or have never had to deal with the public in
general, you might want to cut these folks a little slack; and also,
every once in a while you will find ond of these folks who you can
learn something from, if you don't piss them off first, so that they
really don't care if they help you or not.
I've had to deal with c/s on an odd ball thing this week, was
frustrated that I had to explain the same odd thing about 3 times, but
they at least acted interested and we finally arrived at some
resolution--could have been better, but could have been worse too
- 12-13-2003, 07:46 PM #15DavidGuest
Re: PRL Updates
That was one of the most long winded apologies for the undertrained CSRs
at SprintPCS.
Heavens forfend they have a simple list like is available at
www.sprintpcsinfo.com of firmware versions to refer to. Not quite as
complicated as a PDR. I 've called in enough times and gotten CSRs that
flat didn't know what a PRL was. And if you run into anything they don't
know, and ask to have a call escalated they'll hang up on you or just
through back to Claire; but thats because Handle Time is their top
priority, and the other priority is upselling.
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