Customer service question

chad phillips wrote:

> I got a 6340i 9 days ago. Since then I made 4 calls to customer
> service trying to get the wireless internet to work. CS was friendly
> but couldn't fix the problem. They told me to go back to the store.
>
> Went to the store and the store rep said there was nothing that he
> could do. I told him that CS told me to come in and he started saying
> "I don't know why there is nothing I can do." So I called CS from
> inside the store. I waited on hold about 20 minutes. While on hold I
> heard him talk to an older hispanic woman. She was paying the bill in
> the store and complaining that her son had rang up a lot of minutes.
> The sales rep said "you know if anyone goes to jail because of a late
> bill it would be you, because your name is on the phone, but they
> probably wouldn't do that."
>
> After finally talking to CS, they decided to replace the SIMM card in
> my phone and give me a new number. I had CS talk to the sales rep.
> The sales rep said "why did you tell this customer to come into the
> store, I can't help him and now he is mad."
>
> Sales rep tells CS not to tell people to come into the store and hangs
> us, he tells me he will put in a new simm card and again says "I
> don't know why they told you to come into the store." After he put in
> the new simm card he says I need to sign a reciept. The reciept is
> for $26 for the new simm card, but he says I will be reimbursed. I
> explain that I will not sign unless I have in writing that I will be
> reimbursed.
>
> At this point he starts yelling at me for making him do all this work
> then not signing, I exchange a few choice words with him and leave.
> I'm dropping the phone tomorrow before my 15 days run out.
>
> Finally my question, what should I do now. Should I write a letter to
> Cingular? Will they care. Should I just chalk it up as a reason not
> to use Cingular?
>
> thank
> chad


Before leaving the store, I would've demanded to speak to the manager.
All store employees have managers, and are the first line of defence
for complaints. And that manager can get in touch with the CS rep's
manager. Between those two, things are much more likely to get ironed
out. And it's not too late to do this, either.

--
jer email reply - I am not a 'ten' ICQ = 35253273
"All that we do is touched with ocean, yet we remain on the shore of
what we know." -- Richard Wilbur

---

› See More: Customer service question

chad phillips wrote:
> > I got a 6340i 9 days ago. Since then I made 4 calls to customer
> > service trying to get the wireless internet to work. CS was friendly
> > but couldn't fix the problem. They told me to go back to the store.
> >

[Details snipped for brevity]

> > At this point he starts yelling at me for making him do all this work
> > then not signing, I exchange a few choice words with him and leave.
> > I'm dropping the phone tomorrow before my 15 days run out.
> >
> > Finally my question, what should I do now. Should I write a letter to
> > Cingular? Will they care. Should I just chalk it up as a reason not
> > to use Cingular?
> >
> > thank
> > chad

jer <[email protected]> wrote
> Before leaving the store, I would've demanded to speak to the manager.
> All store employees have managers, and are the first line of defence
> for complaints. And that manager can get in touch with the CS rep's
> manager. Between those two, things are much more likely to get ironed
> out. And it's not too late to do this, either.


First of all, as a Cingular rep, I apologize. That should not have been
your experience of Cingular, and does not represent our commitment to
our customers.

I would call customer service, say you had a poor experience with a
customer rep, and ask them to report it for you.

Then ask them to transfer you to tech support about your Wireless
Internet connectivity.

Your SIM card can be covered under our 15-day return policy; you should
not be charged for it.

Returning to the store you bought the phone at is necessary if it is a
return issue. For repairs and some technical assistance, it is also
appropriate to take it to one of our communication centers (a slightly
larger store, with a repair tech on-site). Customer service, or any of
our stores in your area, should know the nearest Communication Center
for you.

[posted via phonescoop.com - free web access to the alt.cellular groups]

On Thu, 04 Sep 2003 16:56:10 -0000, [email protected] (Jim Smith)
wrote:

>chad phillips wrote:
>> > I got a 6340i 9 days ago. Since then I made 4 calls to customer
>> > service trying to get the wireless internet to work. CS was friendly
>> > but couldn't fix the problem. They told me to go back to the store.
>> >
>
>[Details snipped for brevity]
>
>> > At this point he starts yelling at me for making him do all this work
>> > then not signing, I exchange a few choice words with him and leave.
>> > I'm dropping the phone tomorrow before my 15 days run out.
>> >
>> > Finally my question, what should I do now. Should I write a letter to
>> > Cingular? Will they care. Should I just chalk it up as a reason not
>> > to use Cingular?
>> >
>> > thank
>> > chad
>
>jer <[email protected]> wrote
>> Before leaving the store, I would've demanded to speak to the manager.
>> All store employees have managers, and are the first line of defence
>> for complaints. And that manager can get in touch with the CS rep's
>> manager. Between those two, things are much more likely to get ironed
>> out. And it's not too late to do this, either.
>
>
>First of all, as a Cingular rep, I apologize. That should not have been
>your experience of Cingular, and does not represent our commitment to
>our customers.

Me too

>I would call customer service, say you had a poor experience with a
>customer rep, and ask them to report it for you.

There name is on the account notes.
>
>Then ask them to transfer you to tech support about your Wireless
>Internet connectivity.

In this case the phone was not setup for the internet and this is the
proper fix. Issue is: user settings in the phone not done.
>
>Your SIM card can be covered under our 15-day return policy; you should
>not be charged for it.

The SIM is not the problem.


Too many times it is blamed for errors it has nothing to do with!!!!!!

>
>Returning to the store you bought the phone at is necessary if it is a
>return issue. For repairs and some technical assistance, it is also
>appropriate to take it to one of our communication centers (a slightly
>larger store, with a repair tech on-site). Customer service, or any of
>our stores in your area, should know the nearest Communication Center
>for you.
>
>[posted via phonescoop.com - free web access to the alt.cellular groups]

What you and I were not told when we bought into the GAIT / 6340i system
is that Cingular does not support or recommend the phone for network
access. Reason? It can switch from GSM to other systems, and they can't
work that out. There solution? Go to Nokia.

Of course Nokia does not supply a USP link for the 6340i, only serial.
I haven't had a serial port on my computers for years.

kf4qzj wrote:
> On Thu, 04 Sep 2003 16:56:10 -0000, [email protected] (Jim Smith)
> wrote:
>
>
>>chad phillips wrote:
>>
>>>>I got a 6340i 9 days ago. Since then I made 4 calls to customer
>>>>service trying to get the wireless internet to work. CS was friendly
>>>>but couldn't fix the problem. They told me to go back to the store.
>>>>
>>
>>[Details snipped for brevity]
>>
>>
>>>>At this point he starts yelling at me for making him do all this work
>>>>then not signing, I exchange a few choice words with him and leave.
>>>>I'm dropping the phone tomorrow before my 15 days run out.
>>>>
>>>>Finally my question, what should I do now. Should I write a letter to
>>>>Cingular? Will they care. Should I just chalk it up as a reason not
>>>>to use Cingular?
>>>>
>>>>thank
>>>>chad
>>
>>jer <[email protected]> wrote
>>
>>>Before leaving the store, I would've demanded to speak to the manager.
>>> All store employees have managers, and are the first line of defence
>>>for complaints. And that manager can get in touch with the CS rep's
>>>manager. Between those two, things are much more likely to get ironed
>>>out. And it's not too late to do this, either.
>>
>>
>>First of all, as a Cingular rep, I apologize. That should not have been
>>your experience of Cingular, and does not represent our commitment to
>>our customers.
>
>
> Me too
>
>
>>I would call customer service, say you had a poor experience with a
>>customer rep, and ask them to report it for you.
>
>
> There name is on the account notes.
>
>>Then ask them to transfer you to tech support about your Wireless
>>Internet connectivity.
>
>
> In this case the phone was not setup for the internet and this is the
> proper fix. Issue is: user settings in the phone not done.
>
>>Your SIM card can be covered under our 15-day return policy; you should
>>not be charged for it.
>
>
> The SIM is not the problem.
>
>
> Too many times it is blamed for errors it has nothing to do with!!!!!!
>
>
>>Returning to the store you bought the phone at is necessary if it is a
>>return issue. For repairs and some technical assistance, it is also
>>appropriate to take it to one of our communication centers (a slightly
>>larger store, with a repair tech on-site). Customer service, or any of
>>our stores in your area, should know the nearest Communication Center
>>for you.
>>
>>[posted via phonescoop.com - free web access to the alt.cellular groups]
>
>

> First of all, as a Cingular rep, I apologize. That should not have been
> your experience of Cingular, and does not represent our commitment to
> our customers.
>
> I would call customer service, say you had a poor experience with a
> customer rep, and ask them to report it for you.
>

Thanks for the info. I already took the phone back, the experience
made me so angry/upset I probably won't go back to Cingular. You are
probably right that my experience doesn't represent Cingular as a
whole. The five people I talked to on the phone at customer care were
nice and really tried to help, but I don't think they had the
tools/knowledge to fix the problem. but that one guy at the store has
got to be the biggest jerk I have ever met.

[email protected] (chad phillips) wrote in article
<[email protected]>:
> Thanks for the info. I already took the phone back, the experience
> made me so angry/upset I probably won't go back to Cingular. You are
> probably right that my experience doesn't represent Cingular as a
> whole. The five people I talked to on the phone at customer care were
> nice and really tried to help, but I don't think they had the
> tools/knowledge to fix the problem. but that one guy at the store has
> got to be the biggest jerk I have ever met.

...Which is why we don't want him representing us.

On a pure business level, you are no longer a potential Cingular
customer, and many other people are less likely to deal with us in the
future.

On that level, I would appreciate you letting someone in your area know
about your experience, so that we won't treat future customers that way.
Without feedback, we think the situation is working.

...Plus, on a personal level, I don't want to work with a bunch of
jerks.


[posted via phonescoop.com - free web access to the alt.cellular groups]