tag:blogger.com,1999:blog-21166579.post4784454417794571085..comments2024-02-19T08:12:53.815-05:00Comments on The Right Thing: I sure can't help youJeffrey L. Seglinhttp://www.blogger.com/profile/15648051034425906705noreply@blogger.comBlogger4125tag:blogger.com,1999:blog-21166579.post-18798429717194212092013-03-27T16:57:54.075-04:002013-03-27T16:57:54.075-04:00I used to work for AT&T Mobile customer servic...I used to work for AT&T Mobile customer service (for a very short time). To make a long story short, let me just say that you probably spoke with a somewhat new and inexperienced person in the first call, but got someone who was more experienced the second time. Most customer service agents do have a lot of leeway, but some don't know how much.Sue Wacvethttps://www.blogger.com/profile/03443624238787866334noreply@blogger.comtag:blogger.com,1999:blog-21166579.post-83837187829216704952013-03-25T06:40:53.220-04:002013-03-25T06:40:53.220-04:00I called Verizon to change one thing on my bundled...I called Verizon to change one thing on my bundled service and the C/S person, after looking over my account, said I should change from my current bundled plan to another newer bundled plan which offered the identical service at a lower price. He did what I requested and something I had no idea was available. <br />Anyhow, it was very nice and certainly he went out of his way as my change request had nothing to do with hs proposal.<br />Did he have to? Obviously not. Did he make me happier with Verizon. Obviously.<br />Did he do the right thing? Financially for Verizon, no. To get a satisfied customer, yes.<br />What was right? You make the "call".<br />Alan Owseichik<br />Greenfield, Ma.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-21166579.post-58297218298366415962013-03-25T03:35:19.938-04:002013-03-25T03:35:19.938-04:00Without sounding excessively judgemental, this is ...Without sounding excessively judgemental, this is what we get when we turn our lives over to a method of communication (totally relying on a cell phone). Most people use a cell phone for communication. Relying on it entirely for all business might be evidence you are taking advantage of all the "newest" things but you can't expect the world to cater to your reliance on an inanimate cell phone to regulate your life. You made the agreement, now you have to live with it. Give me the good old days.<br /><br />Charlie SengAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-21166579.post-26003315797712683552013-03-24T15:11:25.079-04:002013-03-24T15:11:25.079-04:00Jeffrey,
A couple of notes:
1. If you were really...Jeffrey,<br /><br />A couple of notes:<br />1. If you were really three weeks short of finishing a two year contract, you would have qualified for an upgrade on any national carrier. Most national carriers qualify you for upgrade at about the 20-month mark. What I suspect you were, was three weeks short of your upgrade eligibility... At minimum you should have qualified for an early upgrade which comes in closer to the $400 mark.<br /><br />2. Yes, different customer service representatives are willing to go different distances to assist you. This probably does not reflect so much on what the companies allow them to do for you so much as how much they want to help you. It does pay to check with a few.<br /><br />3. Any statement along the lines of "the phone manufacturer would cancel the relationship" or "the phone manufacturer won't let us discount the price" is pure nonsense. The manufacturer gets paid its going rate even if they GIVE you the phone. It is the salesperson and his managers who "won't let him discount"... last time a carrier pulled this on me, I walked out.<br /><br />4. Your stolen phone may well be covered under your homeowners policy. Your deductible may not make this worthwhile, however.<br /><br />Both reps "did the right thing". The first by toeing the line, and the second to breaking it in the name of customer service. Why should a customer feel entitled to get a price he hasn't yet earned?!? Sometimes it comes down to the consumer's responsibility to pay the going price when bad things happen rather than the company picking up the tab. <br /><br />I'm curious if you would show your students the same leniency if they "only missed their deadline" to turn in a paper by three weeks.<br /><br />William Jacobson, esq.<br /><br /><br /><br />William Jacobsonnoreply@blogger.com