Jo
Newport News,#2UPDATE Employee
Sun, December 28, 2003
1- there is no magic ticket.. no such thing. what it sounds like happened is the rep was getting an error of currently being upgraded or activated cannot process request.. this happens when whomever activates the phone (whether the activations, dealer or insurance company)doesn't finish processing the request and is fixed by calling over to the order support desk to have the task completed. this does not have to be done by a supervisor, any customer care representative can do this.. your case is rare, usually this happens when a dealer puts in the activation and the system either kicks them out in the process or they just don't save the information. i do understand how fustrating it is though, i get calls transferred to me all day long for things like this, that can be taken care of with a click of a button and should have been taken care of by the first person that the customer spoke to. just think how fustrated we who do their job get. I do have to say though, most employees in the virginia call center are on the mark, they know how to do their job and are happy to help, then you have the few that just don't care. but, this is everywhere in customer service. customer service is a hard job and not everyone is cut out for it.
Cecilia
carson,#3Author of original report
Fri, December 12, 2003
On 12/10, the replacement phone was finally activated after 13 phone calls. A procedure that 11 reps was not aware of. It was called the "magic ticket." Actually on 12/9 another rep and a supervisor finally did something in the system. It was resolved by a "magic ticket" that only a supervisor can enter, which is the customer's account information re-entered then funneled through a technical support, which will then trickle down to a computer analyst who will then override it in the system. The last rep who finally thought she did it, not, I asked her if she knew what a "magic ticket" was, she said no, so I enlightened her and told her what it was. I also suggested to her that she ask her supervisor to tell her the procedure so that another customer will not have to go through the hell I went through to finally activate a replacement phone. My synopses are as follows: 1. If I deactivated to obtain a new phone number, I will be charged a $200 deactivation fee. 2. If I canceled cause of customer rep incompetent or because I got so frustrated, I would be charged an early cancelation fee 3. If I refused to pay the bill, it will go into collection and on to my credit report. So, catch 22, unless I obtain or consult w/an attorney to see how customers do not get screwed around with and be charged enourmous fees for incompentency in procedures, Nextel will continue to exist. Or is it like this . . . Nextel can charge anything they want as long as the customer is relunctant because they are afraid of their charges? And can you imagine how many times you will have to call to reconcile that mess? You'll be lucky if you didn't under 13. . .You figure!
Cecilia
carson,#4Author of original report
Fri, December 12, 2003
On 12/10, the replacement phone was finally activated after 13 phone calls. A procedure that 11 reps was not aware of. It was called the "magic ticket." Actually on 12/9 another rep and a supervisor finally did something in the system. It was resolved by a "magic ticket" that only a supervisor can enter, which is the customer's account information re-entered then funneled through a technical support, which will then trickle down to a computer analyst who will then override it in the system. The last rep who finally thought she did it, not, I asked her if she knew what a "magic ticket" was, she said no, so I enlightened her and told her what it was. I also suggested to her that she ask her supervisor to tell her the procedure so that another customer will not have to go through the hell I went through to finally activate a replacement phone. My synopses are as follows: 1. If I deactivated to obtain a new phone number, I will be charged a $200 deactivation fee. 2. If I canceled cause of customer rep incompetent or because I got so frustrated, I would be charged an early cancelation fee 3. If I refused to pay the bill, it will go into collection and on to my credit report. So, catch 22, unless I obtain or consult w/an attorney to see how customers do not get screwed around with and be charged enourmous fees for incompentency in procedures, Nextel will continue to exist. Or is it like this . . . Nextel can charge anything they want as long as the customer is relunctant because they are afraid of their charges? And can you imagine how many times you will have to call to reconcile that mess? You'll be lucky if you didn't under 13. . .You figure!
Cecilia
carson,#5Author of original report
Fri, December 12, 2003
On 12/10, the replacement phone was finally activated after 13 phone calls. A procedure that 11 reps was not aware of. It was called the "magic ticket." Actually on 12/9 another rep and a supervisor finally did something in the system. It was resolved by a "magic ticket" that only a supervisor can enter, which is the customer's account information re-entered then funneled through a technical support, which will then trickle down to a computer analyst who will then override it in the system. The last rep who finally thought she did it, not, I asked her if she knew what a "magic ticket" was, she said no, so I enlightened her and told her what it was. I also suggested to her that she ask her supervisor to tell her the procedure so that another customer will not have to go through the hell I went through to finally activate a replacement phone. My synopses are as follows: 1. If I deactivated to obtain a new phone number, I will be charged a $200 deactivation fee. 2. If I canceled cause of customer rep incompetent or because I got so frustrated, I would be charged an early cancelation fee 3. If I refused to pay the bill, it will go into collection and on to my credit report. So, catch 22, unless I obtain or consult w/an attorney to see how customers do not get screwed around with and be charged enourmous fees for incompentency in procedures, Nextel will continue to exist. Or is it like this . . . Nextel can charge anything they want as long as the customer is relunctant because they are afraid of their charges? And can you imagine how many times you will have to call to reconcile that mess? You'll be lucky if you didn't under 13. . .You figure!
Cecilia
carson,#6Author of original report
Fri, December 12, 2003
On 12/10, the replacement phone was finally activated after 13 phone calls. A procedure that 11 reps was not aware of. It was called the "magic ticket." Actually on 12/9 another rep and a supervisor finally did something in the system. It was resolved by a "magic ticket" that only a supervisor can enter, which is the customer's account information re-entered then funneled through a technical support, which will then trickle down to a computer analyst who will then override it in the system. The last rep who finally thought she did it, not, I asked her if she knew what a "magic ticket" was, she said no, so I enlightened her and told her what it was. I also suggested to her that she ask her supervisor to tell her the procedure so that another customer will not have to go through the hell I went through to finally activate a replacement phone. My synopses are as follows: 1. If I deactivated to obtain a new phone number, I will be charged a $200 deactivation fee. 2. If I canceled cause of customer rep incompetent or because I got so frustrated, I would be charged an early cancelation fee 3. If I refused to pay the bill, it will go into collection and on to my credit report. So, catch 22, unless I obtain or consult w/an attorney to see how customers do not get screwed around with and be charged enourmous fees for incompentency in procedures, Nextel will continue to exist. Or is it like this . . . Nextel can charge anything they want as long as the customer is relunctant because they are afraid of their charges? And can you imagine how many times you will have to call to reconcile that mess? You'll be lucky if you didn't under 13. . .You figure!
Cecilia
carson,#7Author of original report
Tue, December 09, 2003
Update on today's - "how can I help you?" 12/09/03 Nextel Customer Care - Rep - Kelly 11:05 am it shows that there is a restriction - there is an upgrade. 11:08 am hold I told her 2 minutes 11:12 am-11:14 - She is receiving an error msg that this phone is being upgraded there is a pending order. She needs to transfer me to the sales department. 11:19 Kelly got back on the line she did not transfer me she was consulting a supervisor. Now I am told that she needs to issue a magic ticket, which is my information that will be internally entered by a supervisor then forwarded to a tech support, who will then fix an internal problem w/their system. She has never heard of a magic ticket. 11:22 consulting w/her supervisor as to what she has to do w/the magic ticket. - holding 11:31 Supervisor - is going to send a magic ticket to a computer analyst. send it off to a computer system fix the problem 11:38 I was informed to call back tomorrow morning and a rep should be able to activate. According to my account history, including this call, makes it 12 times.