Sorry guys, know this is the layoff sight however I can’t get the answer from management. So there use to be a sight we could go to and file a complaint on customer service reps (the 800) people or the *AID number. I work in Company retail store and it’s become so bad when we call in for help! Thanks and happy holidays!
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ARSMs can indeed authorize a credit to a customer's account. However they are highly unlikely to do so because it counts against their metrics AND commissions. As an CC Escalation Manager, I conferenced many times the customer and ARSM/COR Store Rep on the line to confirm a promised activation fee. In the majority of cases the COR employee would deny ever making the credit promise to the customer; in the rare instance they did acknowledge, the ARSM would apply the credit (I'm talking a about 2 cases in about 3 years, none recent). But with increased online ordering and COR store closings, this issue will go away. For Authorized Retail sellers, I use the same process and refer the customer to the AR's sales contract, which is separate from the AT&T contract. If they want to credit fees, its on them.
I so know the grief, calling in is a nightmare for sure! Overseas customer care is a nightmare! No matter the issues! The customers come into stores for assistance/. And just for one of the posters info, the ARSM, area retail sales manages don’t allow COR management to give credits. That’s right , we can’t take care of the customer like we use too! So don’t blame the reps on most of it for sure! As a rep if we did a credit it appaears on a rep! So there, Dallas made another stupid decision
As one poster said, reps don't like store reps. Why? They pad the bill with insurance and other items that the customer calls to have credited off, they call to say the store agent told them to call customer service to have the activation fee an/or other fees waived (won't happen); they call to say the store agent said a cancelled line on their account will be prorated to the day of cancellation (not according to the T&C), they call to say they can still make a payment arrangement when they are in arrears; they call to say they can authorize an early upgrade, etc. etc. Store agents often will say anything to get a sale, then move on to the next customer to get their quota. Customers then take their anger out on the rep who has to explain company policy.
"Sorry guys, know this is the layoff sight"
know that it would be site, or website.
I don't take calls anymore but speaking from experience-service reps do not like dealing with store employees for a few reasons. Mainly because of the bad info that is given at the store and then the in office reps have to deal with the aftermath when they get their first bill. Also the company has pitted employees against each other to try and get the sale. They don't like doing any leg work so a store employee can get a sale. Would you like doing legwork for a coworker if you are not getting a sale out of it? Don't take offense. It's just business.
Talk to your union rep and file a grievance form, if needed. Usually a call from a local union officer to management or a grievance meeting will settle a lot of issues and concerns. If not settled to your satisfaction at the first level, kick it up higher to a panel meeting. Good luck, a lot of frustrated employees these days with all the layoffs and the company moving support overseas, using AI or just plain doing away with whole teams.
Yup got your answer. Quit an Go work a for company that gives a rats a-s about its employees. In any case all T retail stores will be closed in 2025.