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If I was offered a perk (free activation, free BB PAM) through retentions when I placed an order for a phone, do I need to call retentions to have the phone activated with those perks? Or can a regular activation CSR read the notes on the account and apply the discounts?
deathorglory
05-09-2008, 10:31 AM
Activation fees can be waived by regular Care if notated in the account. Free PAM does not exist, just an FYI.
elp2
05-09-2008, 11:50 AM
I believe the PAM was going to be through a recurring credit.
monkeyboy
05-09-2008, 03:14 PM
My experience now (as opposed to what it was several months ago), is that retentions can no longer sell you a new line, although they do make promises about what will be included in the new line. It leads to very mess scenerios that never happened before when a single retentions agent could do the whole deal.
Now, you have to work with Telesales, or similar, to actually get the new phone/line, then either hope that the retentions agent has annotated the account sufficiently for Account Services to implement the new offers, or you have to call back retentions and make them stick to their promises. And Telesales is hopeless... they can sell you the new phone... often they can't even give you the discounts and rebates that Retentions promises, so that is all post hoc, and they have no clue about any special plan adjustments -- they recently stuck my new phone on a Basic 200 ($30/mo) plan because they just don't know how to do anything else... (which they freely admit and tell you that you'll have to fix it later)...
Much messier than before...
elp2
05-10-2008, 12:05 AM
Okay - now I noticed on my order page that I was charged and $18 "other fee". I'm assuming that's the upgrade fee. Is there any way to get that waived?
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