Wireless Scoop

Here’s the scoop,

We’ve all been there and I’ve been on both sides of the counter. The bill is too high because you’ve gone over your minutes/text/data. You just don’t like the phone that you purchased and you’re outside your "return policy". You’ve exchanged your phone "too many times" and they say you are stuck with that one. Your phone is defective and they tell you that they will not exchange it because of water damage…screen cracked…physical damage, etc. The list goes on and on!

Honestly, It’s not rocket science. It really all starts with the saying "You can catch more flies with honey than you can with vinegar". No matter how angry or frustrated you are, be sure the person you are speaking with understands that you know it is not their fault. It may sound silly but some people blame the employee for their issues and not the company and you do not want the representative to take it personally and get defensive or you will be in for a long battle to get what you want. Be aware, if you are causing a scene, you can be asked to leave.

With that said, I do recommend visiting a retail store in person (make sure you know it is a direct retail location, not an "authorized retailer"). Although you could get great service from a retailer, they just won’t have the same decision making power you would get from a direct location (or system access in most cases). Now, keep in mind, if your issue is with equipment purchased from one of the authorized retailers you may be forced to go back and deal with them. If the equipment you purchased is outside of that companies "return policy" a direct location is fair game.

Some companies require all resolutions to be over the phone (T-Mobile does as far as I know) so you may want to call the customer care department prior to going in to a store. (Tip: Everyone hates those automated systems..Press 1 for this…say two for that…so annoying. Just press 0 and # alternating until you are in the hold que. Works with almost all toll-free numbers.) Understand that they are required to put notes on the account regarding your conversation….so use this to your advantage! If you come up with a reasonable solution with the representative over the phone, ask them to remark it on the account with the specific offer. Even ask them to read it back to you! In most cases when you go into a store, they will have to honor it (even if the rep screwed up and offered you more than they were allowed to!). Note: If they need to transfer you for any reason to another department…ask to be warm transfered, meaning the representative will call the department you are to be transferred to and explain your situation to them before putting you on the line. This not only keeps you from having to tell your whole story again, but it also insures you don’t get transferred to dead air and the call ends (I’m sure it’s happened to all of you one time or another)

Okay, now on to some specific issues you may have. Let’s say your issue is with your bill. Whether it be from going over your minutes, data usage charges, text usage, etc….your carrier most likely has some sort of re-rate or overage protection option for you. You can get it credited back! Some companies are easier than others to get to it…but it’s there! You may have to change your plan to get it…but if your usage is going to be more like this last bill then it won’t be an issue. What if you recently were in one of the stores (within a month or two.)? Maybe you asked them to change your plan, text package, or whatever, then? Maybe the rep forgot to do it? Well mistakes happen but not your own…so they will be required to fix it! I’m not saying to be dishonest….but…maybe that happened? ; )

I will be adding more specifics about other issues but one last thing for now. This goes for any issue you may have. The final key to getting what you want from your carrier is to escalate the situation and not give up…but be polite! If you are not getting anywhere with the representative your are speaking with, politely ask to speak with their supervisor. Still not getting anywhere? Politely ask to speak with his/her supervisor. You need to be prepared to go 2 or 3 levels up the chain. I most situations, once you get to the district manager you are getting what you want. Many DM’s and above tell their store management teams that if an issue gets to them, the customer is getting exactly what they want. Don’t worry about threatening to call "corporate". That’s such a general term. You want to speak with people, you need names! First and last names if possible.

One last tip! There is a chance that you get no where with the above. If you feel you are going to get nowhere…ask for business cards of the employees and managers in the store that you spoke with. You have these business cards for 2 reasons; their names (of course) and the format of their email address. Now when you get home, pull up Google and type in [Carrier Name] Executives. i.e. T-Mobile Executives….well look at that! Now you have the names of all the T-Mobile big wigs right there, Including CEO Robert Dotson! Take a look at that business card that says john.smith@t-mobile.com. Hmm…most likely to send an email to Mr. Dotson it would be robert.dotson@t-mobile.com. I wouldn’t recommend necessarily going right to the top, but you get the idea…someone important to tell your story too and include the names in the email of the employees you spoke with! This strategy works with all carriers! Try Verizon Wireless Executives. Look at that! Lowell McAdam CEO and the rest of the executive level employees! You can even find your specific area’s manager and send them an email. Most use the format of firstname.lastname@carrier.com.

Good luck and I’d like to here from others that have tried any of this…successes, failures, and other ideas to help people out!