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Cingular Wireless Complaint - Systematic Raping of the Consumer!! - Cell phones
Cell phones - Complaint
TULSA, OKLAHOMA -- Recently there was a review on this site brought to my attention about the same company in the same city I work for. You probably are thinking I must be the guy who was sitting next to the disgruntled employee. Well, that's not correct. I work in the retail channel at Cingular Wireless. The previous rep worked in the call center that serves the New York/Jersey market. Our stores don't have any dealings with that particular call center. It seems we do have a few things in common, however. Cingular has done an excellent job of advertising and becoming a recognizable image. What you don't know is that it is company policy to rape the consumer with high bills and erroneous charges on bills. I will discuss a few of these things that you might find interesting. The one that burns me up the most will be discussed first.
What if I told you that Cingular made its retail employees sign a protocol that said that we CANNOT OFFER A RATE PLAN CHANGE IF WE SEE YOU ARE PAYING TOO MUCH AND CAN SAVE YOU MONEY!!! Can you believe that! You, the customer, must ask to have your account reviewed. If I see a better plan that can save you money, I will be reprimanded if I tell you about it. Hard to believe I know...but the company can't deny this fact because there is a paper trail..they really made us sign off on this on a training module that can be printed and verified. They want you to overpay as much as possible...
The second issue that burns me amounts to slamming...yes, do you hear me FCC, slamming! Cingular have rolled the dice on the overpriced ATT buyout...they think that selling features is the best way to make a significant amount of revenue to lessen the blow. If you've been in lately, you were probably told "Roadside Assistance (RSS) is included on all activations and upgrades free for two months." Nothing is wrong with this practice. But what they leave out is that once the two free months are up, you will be charged 2.99 a month. They don't tell you that you must call in to have it removed off the account. They actually bank on you not remembering to call to have such a small unnoticable charge removed. During RSS training they will actually qoute to you that over 75% of people "forget" to call in to have the unwanted charge removed. RSS is an excellent service but sales reps are trained to make you think you don't have a choice at the point of sale to not take the promo. Many people already have this same service through AAA or insurance companies. The store managers have been threatened so much by regional managers to sell features or get fired, that they are overlooking these practices even when they are brought to their attention by coworkers or customers. We have been told "either do what we say or there are 30,000 ATT wireless employees looking to take your spot"- this qoute is the truth so help me God, from management!!!!
There is so much more but if I make this too long, noone will read it. Like the new protocol on adjustments...as reps we are to initially offer you half the disputed amount, even if we feel you deserve it all. For example if you call in to have a plan changed to nationwide because you know you are traveling and the rep somehow doesn't get it changed....you are S.O.L. because it's your word against theirs...no benefit of the doubt anymore. These are things they are doing to consumers..what they are doing to employees needs to go to the labor board...but don't worry, they will be called out in due time...there is a internal movement to collect the needed data for this corporate corruption!! Stay tuned for the scandal to be revealed at a news agency near you...to fellow employees...SPEAK UP AGAINST THE DRAGON.............
What if I told you that Cingular made its retail employees sign a protocol that said that we CANNOT OFFER A RATE PLAN CHANGE IF WE SEE YOU ARE PAYING TOO MUCH AND CAN SAVE YOU MONEY!!! Can you believe that! You, the customer, must ask to have your account reviewed. If I see a better plan that can save you money, I will be reprimanded if I tell you about it. Hard to believe I know...but the company can't deny this fact because there is a paper trail..they really made us sign off on this on a training module that can be printed and verified. They want you to overpay as much as possible...
The second issue that burns me amounts to slamming...yes, do you hear me FCC, slamming! Cingular have rolled the dice on the overpriced ATT buyout...they think that selling features is the best way to make a significant amount of revenue to lessen the blow. If you've been in lately, you were probably told "Roadside Assistance (RSS) is included on all activations and upgrades free for two months." Nothing is wrong with this practice. But what they leave out is that once the two free months are up, you will be charged 2.99 a month. They don't tell you that you must call in to have it removed off the account. They actually bank on you not remembering to call to have such a small unnoticable charge removed. During RSS training they will actually qoute to you that over 75% of people "forget" to call in to have the unwanted charge removed. RSS is an excellent service but sales reps are trained to make you think you don't have a choice at the point of sale to not take the promo. Many people already have this same service through AAA or insurance companies. The store managers have been threatened so much by regional managers to sell features or get fired, that they are overlooking these practices even when they are brought to their attention by coworkers or customers. We have been told "either do what we say or there are 30,000 ATT wireless employees looking to take your spot"- this qoute is the truth so help me God, from management!!!!
There is so much more but if I make this too long, noone will read it. Like the new protocol on adjustments...as reps we are to initially offer you half the disputed amount, even if we feel you deserve it all. For example if you call in to have a plan changed to nationwide because you know you are traveling and the rep somehow doesn't get it changed....you are S.O.L. because it's your word against theirs...no benefit of the doubt anymore. These are things they are doing to consumers..what they are doing to employees needs to go to the labor board...but don't worry, they will be called out in due time...there is a internal movement to collect the needed data for this corporate corruption!! Stay tuned for the scandal to be revealed at a news agency near you...to fellow employees...SPEAK UP AGAINST THE DRAGON.............
Comments:
Posted by Roger&Out on 2004-07-13:
Thanks for the scoop! I'm currently an AT&T customer & assume I'll be dealing with Cingular at some point. All these cell Co.'s seem to be crooks. That's why I was so suprised when MCI got out of the wireless market. The biggest crooks got out of the crookedest market?!
Posted by Ebony on 2004-07-13:
Thanks for the info. I agree with this 100% b/c I am a Cingular customer and have been for years. They do not VALUE the customer AT ALL. I think it was very wise of you to speak up on this issue.
Posted by Houndog on 2004-07-14:
Just signed up with Cingular wish I had read this sooner. Any way I am stuck for two years.
Posted by Sushi on 2004-07-30:
In your rant you left out a large part of that policy you signed. Why not metion here that it is only part of the new protocol design. Why not tell everyone that the company finally decided to do the right thing and stand behind an initial decision. In the old days, it depended on who you spoke with as to how far you as a customer could take advantage. While I agree these new rules are a bit to stringent, it needed to be done. I have had an account for 10 years. It drives me crazy that a customer of 6 months could just call and complain and get their 39.99 plan with a monthly recurring 20.00 credit! Better yet, I saw an account for someone who has been a 'long time loyal customer' (of 10 months) maneuver themselves one hell of a deal. They have a family talk plan (3 lines) and get 1000 minutes. Do you know what they pay a month? Try 29.99, unlimited mobile to mobile, unlimited off peak, free text messaging, and a bonus 300 minutes a month. Is this fair to anyone??!! Protocols are necessary. Period.
Home phone service doesn't put up with this crap so why should wireless companies. Also if you remember, they changed the national plans like 4 times in 2 months. This coincides with that part of the protocol regarding rate plans. It was never really policy to automatically discuss it until last year with that 'rate plan checkup'. If you discussed new rates with every customer that walked in the door, you would do nothing but change plans all day long. When someone makes a payment every month in your store, should you change their plan too? If they want it or need it, let them ask.
If you hate this company so much, I question why you still choose to represent them and sell their products? You must think the grass is so greener elsewhere. I have coworkers who used to work for Verizon, Nextel, T-Mobile and AT@T with nothing but terrible things to say. You want to talk customer service? Call AT@T and see how well you fare. Want to solve all customer complaints about contracts and service issues? Talk all your customers into doing something that only Cingular does... pay for your phone full price and cancel whenever you want to without contractual agreements. Call Verizon or Sprint and see if they'll let you do that.
You even posting this type of comment makes me wonder what kind of employee you must be. If you have complaints, file them where they belong and not turn this into a shout from the rooftops problem. I wouldn't buy a phone off of you if you don't believe in the company you work for. Why not just get out!
Home phone service doesn't put up with this crap so why should wireless companies. Also if you remember, they changed the national plans like 4 times in 2 months. This coincides with that part of the protocol regarding rate plans. It was never really policy to automatically discuss it until last year with that 'rate plan checkup'. If you discussed new rates with every customer that walked in the door, you would do nothing but change plans all day long. When someone makes a payment every month in your store, should you change their plan too? If they want it or need it, let them ask.
If you hate this company so much, I question why you still choose to represent them and sell their products? You must think the grass is so greener elsewhere. I have coworkers who used to work for Verizon, Nextel, T-Mobile and AT@T with nothing but terrible things to say. You want to talk customer service? Call AT@T and see how well you fare. Want to solve all customer complaints about contracts and service issues? Talk all your customers into doing something that only Cingular does... pay for your phone full price and cancel whenever you want to without contractual agreements. Call Verizon or Sprint and see if they'll let you do that.
You even posting this type of comment makes me wonder what kind of employee you must be. If you have complaints, file them where they belong and not turn this into a shout from the rooftops problem. I wouldn't buy a phone off of you if you don't believe in the company you work for. Why not just get out!
Posted by Sushi on 2004-07-30:
How come you don't mention that Roadside Assistnce acceptance form the company stressed all employees need to have a customer sign? I guess you must not pay close enough attention to the rules you so readilly slam.
Posted by gradual_grunt on 2005-03-20:
Great info to know. Thank you.
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