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  1. #1
    SMS
    Guest
    "http://www.crmbuyer.com/story/hEHIQU5VIUTQ40/Cingular-Makes-Customer-Service-Push.xhtml"



    See More: Cingular Makes Customer Service Push; admits lagging Sprint and Verizonin terms of 3G deployment.




  2. #2
    SteveC
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint and Verizon in terms of 3G deployment.

    Cingular cancelled me once I was able to use their phones at home. No
    amount of phony customer service will help.
    "SMS" <[email protected]> wrote in message
    news:[email protected]
    > "http://www.crmbuyer.com/story/hEHIQU5VIUTQ40/Cingular-Makes-Customer-Service-Push.xhtml"






  3. #3
    Steven J. Sobol
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint and Verizon in terms of 3G deployment.

    In article <[email protected]>, SteveC wrote:
    > Cingular cancelled me once I was able to use their phones at home. No
    > amount of phony customer service will help.


    Why did they cancel you?


    --
    Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
    Apple Valley, California PGP:0xE3AE35ED

    It's all fun and games until someone starts a bonfire in the living room.



  4. #4

    Re: Cingular Makes Customer Service Push; admits lagging Sprint and Verizon in terms of 3G deployment.

    >From the article....

    "Q: What causes churn [unhappy customers]?

    A: There's a variety of things. It could be just a better rate plan
    that someone else is offering. It could be that someone else is
    offering a phone that they think is really cool that you don't have. It
    could be customers who felt like they had a billing problem, and they
    decided they wanted to churn off.

    A lot of it is network perception as well. Our research has pretty much
    shown us that the quality of the network is probably at the top of the
    list, at least the perception of the quality of the network.

    You ask your friends and family, 'Hey, I'm thinking about going from
    Verizon to Cingular, what do you think?' ... If they say network is the
    biggest thing, we want them to think about us...."


    It seems to me Cingular's biggest failure is customer service. They
    strive to provide a strong network, and here they seem to boast about
    that bring their #1 priority. I believe it's their only priority. They
    don't want to provide support for the devices they sell (and treat like
    their equipment), they don't even have a clue about how to get their
    rate plans correct for data service. They have an array of support
    departments that do not communicate with each other. They have clerks
    in their retail stores who are confused, provide false information and
    are often over ignorant about the companies products and services.
    Which indicates a lack of proper training and poor management from the
    top down.

    Cingular wants to do the same thing that all cell providers do, they
    want to "bait and hook" new customers with new phones to get them under
    contract, then as long as their network is strong they feel they are
    doing their job... Screw post-sales customer care, you got a problem
    with one of "their" phones, good luck getting explaination. Sure,
    they've locked the phone on their network, they've gone in and made it
    so you can't load anything they haven't approved.... but forget about
    getting support on a device. Learn to read the manual.... Often even
    Cingular branded product manuals provide misleading or false
    information and customer service doesn't have any information (see
    sections in Cingular 8125 and 2125 User Guides on "how to use the
    device as a modem").

    A a user, frustration peaks when you need a specific feature on your
    handset and you have nowhere to turn because it's Cingular branded and
    Cingular is failing to provide any level of support for that device,
    it's in that moment you realize the true beast that is Cingular (and
    the cellular industry in this country in general).

    - They hook you into a contract
    - They take your money for service
    - They set you up with a device they are unable to support, even when
    it has their name of it and is their brand.
    - They are confused by their own service plans (speaking of data plans
    specificly) and are unsure which devices qualify for which plans.

    In my experience Cingular isn't unlike the rest.... but their customer
    service is by far the worst I have experience with any industry. No
    organization, they just plan suck.








    SMS wrote:
    > "http://www.crmbuyer.com/story/hEHIQU5VIUTQ40/Cingular-Makes-Customer-Service-Push.xhtml"





  5. #5
    PC Medic
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint and Verizon in terms of 3G deployment.


    "SMS" <[email protected]> wrote in message
    news:[email protected]
    > "http://www.crmbuyer.com/story/hEHIQU5VIUTQ40/Cingular-Makes-Customer-Service-Push.xhtml"


    Well I can tell you that the so called coverage map the article mentions
    being listed on their site is not worth the colors it is printed with. Over
    the years I have been with Verizon, Alltel and then SunCom (which
    unfortunately merged with Cingular). Since the SunCom/Cingular switch I have
    experience the worst service (both coverage and customer) I have ever
    experienced.

    Looking at this coverage map it shows my Home in the 'Good' area and my work
    in their 'Best', yet I regularly suffer dropped calls from both. This was
    originally happening on our 4 Moto V180's and their (Cingulars) first
    response was ... "well we are just taking over the area nad need to get
    towers switched". After a year + of this it became ... "Because all your
    family members have the same handsets, that is probably the issue". New SIM
    cards were sent and that did nothing. Supervisors and a Customer Retention
    specialist (Linda Harrison and Susan Wright) got involved to say well we
    think the Razr would solve your problem and we can go ahead and let you
    upgrade to those for only $49 each. The catch was I would also have to give
    up my UNPLAN (that is good til March 07) and sign up for a 2 year extension
    on any other plan. Well considering that is what anyone off the street could
    get I passed and they said they would see what else could be done and call
    back. They never did and have never returned my calls (or emails) to them.

    Billing problems has been a whole other nightmare with the constant excuse
    that "our system was not designed for your type of unlimited plan". Well
    after almost 2 years, you think they could have made the adjustments.
    Instead I get to call each month for needed credits and adjustments.

    About those V180's , we have since purchased (out of pocket) 3 unlocked
    Razr's and while they did not fix the constant dropped call issue here in
    Virginia Beach, they did add the option of moving on to a different carrier
    in March when my Cingular contarct finally expires. Anyone has to offer
    better customer support than what I have experienced with them.








  6. #6
    PC Medic
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint and Verizon in terms of 3G deployment.


    "SMS" <[email protected]> wrote in message
    news:[email protected]
    > "http://www.crmbuyer.com/story/hEHIQU5VIUTQ40/Cingular-Makes-Customer-Service-Push.xhtml"


    Well I can tell you that the so called coverage map the article mentions
    being listed on their site is not worth the colors it is printed with. Over
    the years I have been with Verizon, Alltel and then SunCom (which
    unfortunately merged with Cingular). Since the SunCom/Cingular switch I have
    experience the worst service (both coverage and customer) I have ever
    experienced.

    Looking at this coverage map it shows my Home in the 'Good' area and my work
    in their 'Best', yet I regularly suffer dropped calls from both. This was
    originally happening on our 4 Moto V180's and their (Cingulars) first
    response was ... "well we are just taking over the area nad need to get
    towers switched". After a year + of this it became ... "Because all your
    family members have the same handsets, that is probably the issue". New SIM
    cards were sent and that did nothing. Supervisors and a Customer Retention
    specialist (Linda Harrison and Susan Wright) got involved to say well we
    think the Razr would solve your problem and we can go ahead and let you
    upgrade to those for only $49 each. The catch was I would also have to give
    up my UNPLAN (that is good til March 07) and sign up for a 2 year extension
    on any other plan. Well considering that is what anyone off the street could
    get I passed and they said they would see what else could be done and call
    back. They never did and have never returned my calls (or emails) to them.

    Billing problems has been a whole other nightmare with the constant excuse
    that "our system was not designed for your type of unlimited plan". Well
    after almost 2 years, you think they could have made the adjustments.
    Instead I get to call each month for needed credits and adjustments.

    About those V180's , we have since purchased (out of pocket) 3 unlocked
    Razr's and while they did not fix the constant dropped call issue here in
    Virginia Beach, they did add the option of moving on to a different carrier
    in March when my Cingular contarct finally expires. Anyone has to offer
    better customer support than what I have experienced with them.








  7. #7
    Steven J. Sobol
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint and Verizon in terms of 3G deployment.

    In article <[email protected]>, PC Medic wrote:
    > Looking at this coverage map it shows my Home in the 'Good' area and my work
    > in their 'Best', yet I regularly suffer dropped calls from both. This was
    > originally happening on our 4 Moto V180's and their (Cingulars) first
    > response was ... "well we are just taking over the area nad need to get
    > towers switched".


    The phone is a piece of ****. Friend had one on T-Mobile and that version had
    firmware problems. I had it's successor, the V188, on T-Mobile and it
    is just as bad.

    > After a year + of this it became ... "Because all your
    > family members have the same handsets, that is probably the issue".


    Yes, but only because you had the same buggy model That's a stupid thing
    for CS to say...


    --
    Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
    Apple Valley, California PGP:0xE3AE35ED

    It's all fun and games until someone starts a bonfire in the living room.



  8. #8
    Isaiah Beard
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint andVerizon in terms of 3G deployment.

    [email protected] wrote:

    > It seems to me Cingular's biggest failure is customer service. They
    > strive to provide a strong network, and here they seem to boast about
    > that bring their #1 priority. I believe it's their only priority.



    Funny, I thought their priority was to blitz people with marketing that
    uses dubious data from a research firm that won't even stand by the
    results, in order to make people THINK they have the best network, when
    in fact they've done nothing out of the ordinary to make it so.


    --
    E-mail fudged to thwart spammers.
    Transpose the c's and a's in my e-mail address to reply.



  9. #9
    Isaiah Beard
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint andVerizon in terms of 3G deployment.

    [email protected] wrote:

    > It seems to me Cingular's biggest failure is customer service. They
    > strive to provide a strong network, and here they seem to boast about
    > that bring their #1 priority. I believe it's their only priority.



    Funny, I thought their priority was to blitz people with marketing that
    uses dubious data from a research firm that won't even stand by the
    results, in order to make people THINK they have the best network, when
    in fact they've done nothing out of the ordinary to make it so.


    --
    E-mail fudged to thwart spammers.
    Transpose the c's and a's in my e-mail address to reply.



  10. #10
    Jackzwick
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint and Verizon in terms of 3G deployment.

    In article <[email protected]>,
    Isaiah Beard <[email protected]> wrote:

    > [email protected] wrote:
    >
    > > It seems to me Cingular's biggest failure is customer service. They
    > > strive to provide a strong network, and here they seem to boast about
    > > that bring their #1 priority. I believe it's their only priority.

    >
    >
    > Funny, I thought their priority was to blitz people with marketing that
    > uses dubious data from a research firm that won't even stand by the
    > results, in order to make people THINK they have the best network, when
    > in fact they've done nothing out of the ordinary to make it so.


    And years after "adopting" the Cellular Industry code, they still don't
    have decent coverage maps.



  11. #11
    Jackzwick
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint and Verizon in terms of 3G deployment.

    In article <[email protected]>,
    Isaiah Beard <[email protected]> wrote:

    > [email protected] wrote:
    >
    > > It seems to me Cingular's biggest failure is customer service. They
    > > strive to provide a strong network, and here they seem to boast about
    > > that bring their #1 priority. I believe it's their only priority.

    >
    >
    > Funny, I thought their priority was to blitz people with marketing that
    > uses dubious data from a research firm that won't even stand by the
    > results, in order to make people THINK they have the best network, when
    > in fact they've done nothing out of the ordinary to make it so.


    And years after "adopting" the Cellular Industry code, they still don't
    have decent coverage maps.



  12. #12
    Jackzwick
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint and Verizon in terms of 3G deployment.

    In article <[email protected]>,
    "Steven J. Sobol" <[email protected]> wrote:

    > In article <[email protected]>, PC Medic wrote:
    > > Looking at this coverage map it shows my Home in the 'Good' area and my
    > > work
    > > in their 'Best', yet I regularly suffer dropped calls from both. This was
    > > originally happening on our 4 Moto V180's and their (Cingulars) first
    > > response was ... "well we are just taking over the area nad need to get
    > > towers switched".

    >
    > The phone is a piece of ****. Friend had one on T-Mobile and that version had
    > firmware problems. I had it's successor, the V188, on T-Mobile and it
    > is just as bad.
    >
    > > After a year + of this it became ... "Because all your
    > > family members have the same handsets, that is probably the issue".

    >
    > Yes, but only because you had the same buggy model That's a stupid thing
    > for CS to say...


    But was the CS telling the truth?



  13. #13
    Jackzwick
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint and Verizon in terms of 3G deployment.

    In article <[email protected]>,
    "Steven J. Sobol" <[email protected]> wrote:

    > In article <[email protected]>, PC Medic wrote:
    > > Looking at this coverage map it shows my Home in the 'Good' area and my
    > > work
    > > in their 'Best', yet I regularly suffer dropped calls from both. This was
    > > originally happening on our 4 Moto V180's and their (Cingulars) first
    > > response was ... "well we are just taking over the area nad need to get
    > > towers switched".

    >
    > The phone is a piece of ****. Friend had one on T-Mobile and that version had
    > firmware problems. I had it's successor, the V188, on T-Mobile and it
    > is just as bad.
    >
    > > After a year + of this it became ... "Because all your
    > > family members have the same handsets, that is probably the issue".

    >
    > Yes, but only because you had the same buggy model That's a stupid thing
    > for CS to say...


    But was the CS telling the truth?



  14. #14
    Steven J. Sobol
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint and Verizon in terms of 3G deployment.

    Cingular newsgroup added back in. This is a thread about Cingular, not Sprint.

    I said regarding the V180,

    >> The phone is a piece of ****. Friend had one on T-Mobile and that version had
    >> firmware problems. I had it's successor, the V188, on T-Mobile and it
    >> is just as bad.
    >>
    >> > After a year + of this it became ... "Because all your
    >> > family members have the same handsets, that is probably the issue".

    >>
    >> Yes, but only because you had the same buggy model That's a stupid thing
    >> for CS to say...


    to which Jack Zwick replied,

    > But was the CS telling the truth?


    Well, that's... an interesting question.

    First, understand that I am not a Cingular customer, I never will be because
    SBC (sorry, AT&T) sucks ass, and therefore I have never had any experience
    with Cingular customer service. This is conjecture.

    Now... in general, "because all of your family members have the same handset"
    won't be true. A group of people simply carrying the same model phone isn't
    going to be the cause of problems.

    UNLESS... the Cingular V180 handsets had the same problems the T-Mo handsets
    did. In that case, the fact that they all had V180's would be contributing
    to their problems! Which would make the CSR's statement true.

    It's hard to say without additional context.

    (The cheap Motorola handsets seem to be crappy regardless of carrier. I wanted
    a Samsung, but T-Mobile seems to be in the dark ages regarding voice dial -
    a few of their handsets don't have it at all, and many only have basic voice
    dial. So I ended up getting a PEBL, which I have come to love in spite of my
    general distaste for anything Motorola... it is the only T-Mo phone that
    currently has speaker-independent voice dial.

    The PEBL, which isn't the most expensive Moto but isn't a bargain-basement
    piece of junk either, seems to be a solid little phone. Certainly much better
    than the V188 that sits in my bedroom as a hot-swap phone...)







    --
    Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
    Apple Valley, California PGP:0xE3AE35ED

    It's all fun and games until someone starts a bonfire in the living room.



  15. #15
    Steven J. Sobol
    Guest

    Re: Cingular Makes Customer Service Push; admits lagging Sprint and Verizon in terms of 3G deployment.

    Cingular newsgroup added back in. This is a thread about Cingular, not Sprint.

    I said regarding the V180,

    >> The phone is a piece of ****. Friend had one on T-Mobile and that version had
    >> firmware problems. I had it's successor, the V188, on T-Mobile and it
    >> is just as bad.
    >>
    >> > After a year + of this it became ... "Because all your
    >> > family members have the same handsets, that is probably the issue".

    >>
    >> Yes, but only because you had the same buggy model That's a stupid thing
    >> for CS to say...


    to which Jack Zwick replied,

    > But was the CS telling the truth?


    Well, that's... an interesting question.

    First, understand that I am not a Cingular customer, I never will be because
    SBC (sorry, AT&T) sucks ass, and therefore I have never had any experience
    with Cingular customer service. This is conjecture.

    Now... in general, "because all of your family members have the same handset"
    won't be true. A group of people simply carrying the same model phone isn't
    going to be the cause of problems.

    UNLESS... the Cingular V180 handsets had the same problems the T-Mo handsets
    did. In that case, the fact that they all had V180's would be contributing
    to their problems! Which would make the CSR's statement true.

    It's hard to say without additional context.

    (The cheap Motorola handsets seem to be crappy regardless of carrier. I wanted
    a Samsung, but T-Mobile seems to be in the dark ages regarding voice dial -
    a few of their handsets don't have it at all, and many only have basic voice
    dial. So I ended up getting a PEBL, which I have come to love in spite of my
    general distaste for anything Motorola... it is the only T-Mo phone that
    currently has speaker-independent voice dial.

    The PEBL, which isn't the most expensive Moto but isn't a bargain-basement
    piece of junk either, seems to be a solid little phone. Certainly much better
    than the V188 that sits in my bedroom as a hot-swap phone...)







    --
    Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
    Apple Valley, California PGP:0xE3AE35ED

    It's all fun and games until someone starts a bonfire in the living room.



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