Silver_2000
07-09-2005, 10:36 PM
I thought this was worth posting
http://www.eweek.com/talkback_details/0,2278,s=26515&a=146859,00.asp?m=6017
NO wonder its such a nightmare to call them
I work for Cingular. I am a Customer Service Rep for the Northeast Customer CARE. We have been beating our heads on our desk trying to help customers out with these Treo 650's. The best that Cingular can do as far as training is give us a online course which you have to complete in between calls. This course does not have anything specifically to do with the Treo but just with the plans and new data packages that showed up on our screen one day. I was under the impression that if you have a Treo you are supposed to be under the PDA unlimited plan for 39.99 which your information contradicts. We have also discovered, as I am sure you know by now that the Treo 650 is having problems with our 64k SIM card but only certain ones. This SIM issue causes all sort of glitches from locking the keypad to not powering on. Cingular really needs to get their priorities in order. Customers are not going to do business with us if they do not get the service they expect and deserve. We are also having similar problems with firmware relating to the MPX220 from Motorola. We also are expected to deal with all of these issues in 450 to 500 seconds per call time frame. HA! If we do not make this goal in 2 consecutive weeks we get written up for lack of performance. If within the 2nd 2 weeks we do not make the goal everyday we get a second write up and then after 2 more weeks we are fired.We are also judged on our call back % anything over 5% of your calls gets you written up as well. if you take 60 calls in a day that = 3 calls per day.How many times have you called from your cell with tech problems? We then get dinged if we make a call out because this affects our availablity which is a measurement of how much time we are actually available to take calls. How many times have you been promised a call back and never gotten one? This is why. It takes 45 seconds on average just to go thru the acct verification process alone thru a system called Clarify, I call it Clara fried. Technically it is supposed to pass the information on the acct holder into the billing system but you usually get some sort of Java Applet failure when you try to do so. The actual billing system, CARE, crashes at least 3 times a day causing you to have to reboot your PC. CARE is where the actual plan and features can be modified from and this is where the features such as the data plans are located.Once you add the feature such as Media Works it provisions thru the "switch" from the switch it goes out to the HLR and other servers that sync and actually control the service. Currently we have 21 individual programs we use on a daily basis. We have at last count 21 phones that we are selling and 30 or so that we support such as the old TDMA phones. Cingular actually has 2 billing systems CARE and TELLEGENCE and with ATT on board, and from what I am understanding, they have 2 billing systems as well. 1 for GSM and one for Digital/TDMA. We currently have about 132 to 150 features and about 32 to 40 plans for either voice and or data. I just cannot figure out where the confusion is coming from. Oh by the way , our turnover, is 97% after 1 year of service. Hey! "Were Raising the Bar", they just forgot to tell you it was going to break your neck! Did they tell you also that the new 600$ Treo you just bought is not covered by Lockline our insurance carrier? Neither is the MPX 220 or the Siemens SX66 or the Sony 710a or the RAZR. Enjoy your service. Sincerely, Cingular Customer Service Rep
http://www.eweek.com/talkback_details/0,2278,s=26515&a=146859,00.asp?m=6017
NO wonder its such a nightmare to call them
I work for Cingular. I am a Customer Service Rep for the Northeast Customer CARE. We have been beating our heads on our desk trying to help customers out with these Treo 650's. The best that Cingular can do as far as training is give us a online course which you have to complete in between calls. This course does not have anything specifically to do with the Treo but just with the plans and new data packages that showed up on our screen one day. I was under the impression that if you have a Treo you are supposed to be under the PDA unlimited plan for 39.99 which your information contradicts. We have also discovered, as I am sure you know by now that the Treo 650 is having problems with our 64k SIM card but only certain ones. This SIM issue causes all sort of glitches from locking the keypad to not powering on. Cingular really needs to get their priorities in order. Customers are not going to do business with us if they do not get the service they expect and deserve. We are also having similar problems with firmware relating to the MPX220 from Motorola. We also are expected to deal with all of these issues in 450 to 500 seconds per call time frame. HA! If we do not make this goal in 2 consecutive weeks we get written up for lack of performance. If within the 2nd 2 weeks we do not make the goal everyday we get a second write up and then after 2 more weeks we are fired.We are also judged on our call back % anything over 5% of your calls gets you written up as well. if you take 60 calls in a day that = 3 calls per day.How many times have you called from your cell with tech problems? We then get dinged if we make a call out because this affects our availablity which is a measurement of how much time we are actually available to take calls. How many times have you been promised a call back and never gotten one? This is why. It takes 45 seconds on average just to go thru the acct verification process alone thru a system called Clarify, I call it Clara fried. Technically it is supposed to pass the information on the acct holder into the billing system but you usually get some sort of Java Applet failure when you try to do so. The actual billing system, CARE, crashes at least 3 times a day causing you to have to reboot your PC. CARE is where the actual plan and features can be modified from and this is where the features such as the data plans are located.Once you add the feature such as Media Works it provisions thru the "switch" from the switch it goes out to the HLR and other servers that sync and actually control the service. Currently we have 21 individual programs we use on a daily basis. We have at last count 21 phones that we are selling and 30 or so that we support such as the old TDMA phones. Cingular actually has 2 billing systems CARE and TELLEGENCE and with ATT on board, and from what I am understanding, they have 2 billing systems as well. 1 for GSM and one for Digital/TDMA. We currently have about 132 to 150 features and about 32 to 40 plans for either voice and or data. I just cannot figure out where the confusion is coming from. Oh by the way , our turnover, is 97% after 1 year of service. Hey! "Were Raising the Bar", they just forgot to tell you it was going to break your neck! Did they tell you also that the new 600$ Treo you just bought is not covered by Lockline our insurance carrier? Neither is the MPX 220 or the Siemens SX66 or the Sony 710a or the RAZR. Enjoy your service. Sincerely, Cingular Customer Service Rep