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Old 11-23-2005, 09:53 AM   #1 (permalink)
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Default Let's cut Cingular some slack

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I saw a lot of frustrated posts about "uninformed" Customer Service Reps. on the Board yesterday. I think that I even contributed to a couple of them (grin).

Cingular was supposed to release the 8700c Monday. They did-so for Business-to-Business on Tuesday. Not bad in the world of vaporware!

Yesterday (Tuesday) several were fustrated with the "dumb" Customer Service Reps. who didn't know anything about the 8700c. That really doesn't surprize me. If other posts are correct. The unit won't be released to the retail system until Friday. Thus, I'm not surprized that they didn't have detailed information several days earlier. Heck, if you give them Thanksgiving off, you will probably have to retrain them on Friday.

When I finally got to the Business Reps., they were informed and able to order the product with a minimum of pain.

In other words, those of us (myself included) who are anxious (OK, overly anxious) to get the product were frustrated that folks weren't able to order a product that wasn't available. Some of us were able to share information that got us to the right person in the right place to "make it happen." That is the beauty of this board!

Let's all take a deep breath and see how the rest of the week plays out.

Happy Thanksgiving!!

(Discaimer: I have finally got through at 3PM Tuesday and have a confirmed order with FedEx tracking showing delivery today. I reserve the right to modify my remarks and call everyone idiots if the durn thing doesn't arrive today and work perfectly!)
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Old 11-23-2005, 10:10 AM   #2 (permalink)
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Well I reserve the right to call them all idiots. I've been speaking with my business rep and his managers for the past couple weeks making sure I can order these asap. Monday morning they saw stock in the warehouse and was able to put the order in officially. As of today still not even a tracking number and I've been calling them every hour.

How is it that people can call without a rep yesterday and have a tracking number for delivery today and meanwhile with a business rep and all I probably won't be seeing mine till sometime next week at this point.

Cingular's system is just poorly designed and not well managed.
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Old 11-23-2005, 10:17 AM   #3 (permalink)
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Inphektion,

I and all those who attended the launvh events are even more pissed off than you. They promised us that we would be "the first kids on the block." What happened in reality is that regular end users are able to order their units and trakc them via FedEx, while we have been left without the promised blackberries or even any kind of information. And that really gets my goat (I've always wanted to use that in a sentence. B-) )
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Old 11-23-2005, 10:19 AM   #4 (permalink)
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The main reason I have a hard time cutting phone reps and in-store reps some slack is: They are supposed to be doing this for a living.

I believe that the vast majority of us on these forums have day job - do something else for a living. We choose, as a hobby/interest/whatever, to invest extra time in keeping up with this stuff for whatever reason.

If the the phone reps were simply call takers in a call center that took calls for many different products (Dish TV, Dell computers, etc - maybe they do for all I know, please tell me if this is the case) and their JOB is to be good on the phone, then I agree they are excused from knowing more than they do.

I am also a firm believer in communicating with accuracy. I understand that these reps have not been officially told/trained about new products in many cases. So, I can understand why they would not be able to communicate to us "facts" in all cases. But when they clearly have not invested an ounce of time in learning about new products (on their own), I am naturally going to be disappointed with them.

Me - I would hate to get calls asking about products and have to say "Never heard of it", "Wow, that sounds like a great device!", when I am the one that should be educating the customer. I think I would take it upon myself to keep abreast to some degree on my own if my employer didn't have the processes in place to do it.

Rant concluded - for me.
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Old 11-23-2005, 10:20 AM   #5 (permalink)
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I just hope Cingular hasn't had 8700c programmed not to accept cingular pre-paid SIM's (Go-phone). I plan to order my 8700c from Amazon as soon as I get the green light
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Old 11-23-2005, 10:21 AM   #6 (permalink)
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Inphektion,

I and all those who attended the launvh events are even more pissed off than you. They promised us that we would be "the first kids on the block." What happened in reality is that regular end users are able to order their units and trakc them via FedEx, while we have been left without the promised blackberries or even any kind of information. And that really gets my goat (I've always wanted to use that in a sentence. B-) )
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Old 11-23-2005, 10:25 AM   #7 (permalink)
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uhhhh.... I think it is a good idea to realise that most reps can care less about you (our) blackberry obsessions. I say lets just all get over it and you will receive your 8700 when you receive it.
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Old 11-23-2005, 10:25 AM   #8 (permalink)
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Slack? My order was somehow LOST and there is no record of it so now I'm chasing them down again and getting "we don't have that phone in our system" from the idiots.

Stuff like this cuts them No Slack in my book!
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Old 11-23-2005, 10:29 AM   #9 (permalink)
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Quote:
Originally Posted by arche3
uhhhh.... I think it is a good idea to realise that most reps can care less about you (our) blackberry obsessions. I say lets just all get over it and you will receive your 8700 when you receive it.
Ok, got it. So instead of us calling them idiots we should just call them jerks. Well, that is easier.

The fact that they know almost nothing about the product that supports their livelyhood has nothing to do with our obsession. They either know about products they support, or they don't.
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Old 11-23-2005, 10:51 AM   #10 (permalink)
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they make 7-10 dollars an hour.... Would YOU care for 7 dollars an hour?
your blackberyy 8700 costs more than a weeks salary for them.
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Old 11-23-2005, 10:53 AM   #11 (permalink)
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Quote:
Originally Posted by Dude
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Inphektion,

I and all those who attended the launvh events are even more pissed off than you. They promised us that we would be "the first kids on the block." What happened in reality is that regular end users are able to order their units and trakc them via FedEx, while we have been left without the promised blackberries or even any kind of information. And that really gets my goat (I've always wanted to use that in a sentence. B-) )
Dude,,your launch event 8700's are free!!! What are you complaining about!?!?
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Old 11-23-2005, 11:25 AM   #12 (permalink)
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OK... well it looks like I generated some "spirited" discussion. Some good points have been made.

Let's regroup:

- The early delivery for those at the "pre-launch" parties didn't happen. Those folks should be pissed. At least they will get a "freebie"..... some day.

- The orders made through various business reps are variable. The business reps should get better information from above and should be better informed.

- I'd still like to cut the consumer customer service folks some slack. They have not been well informed by their bosses (if informed at all). One had been there 2 weeks and the other had been there 3 weeks. IMHO they both made an extrordinary effort to get one ordered for me, but couldn't work it through their system.
One worked over an hour trying to get a unit ordered for me. She tried to check with supervisors and other departments to no avial. She could see the unit, but could not place the order.

With everyone's permission, let's change my comment to "Let's cut the Cingular Consumer Customer Service Reps some Slack".
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Old 11-23-2005, 11:57 AM   #13 (permalink)
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I don't blame the actual reps. It doesn't seem there is much more they can do other then place an order correctly and hope it goes out. But however cingular corp is handling the order in which these things are going out seems like a clusterf*#$.
They really should have a more organized system in place. You only decided to cut people slack once your order was confirmed shipped. Mine is not yet and the only people I can ***** at are those who are not at fault.
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Old 11-23-2005, 12:12 PM   #14 (permalink)
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Angry One good reason to NOT cut them some slack.

I placed my order yesterday about 1:30 PM Central. I requested Overnight shipping. They reconfirmed my ENTIRE order three times, including the overnight part. I checked the order status just now and the shipping method is FedEx 2Day Service. All in all, Friday is as good as today but I chose overnight shipping because it was available. Now I have to shuffle everything around so I can be available to pick it up Friday.
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Old 11-23-2005, 12:27 PM   #15 (permalink)
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Check your FedExtracking number. I did mine the same way. It shows that it will be delivered today. Good Luck!
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Old 11-23-2005, 12:31 PM   #16 (permalink)
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Free is not the point. We were promised these before the launch and I did not order one because I am expecting this one.
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Old 11-23-2005, 01:43 PM   #17 (permalink)
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Quote:
Originally Posted by Scooters
Check your FedExtracking number. I did mine the same way. It shows that it will be delivered today. Good Luck!
I was thinking the same thing b/c my phone shipped from Memphis and I'm only anout 200 miles to the east. Scheduled delivery is the 25th. Thanks.
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Old 11-23-2005, 03:21 PM   #18 (permalink)
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Quote:
Originally Posted by arche3
they make 7-10 dollars an hour.... Would YOU care for 7 dollars an hour?
your blackberyy 8700 costs more than a weeks salary for them.
I would care if I ever wanted to make more than $7-$10 an hour.
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