So My wife and I have Blackberry's that are dying! She is up for a early upgrade now being the primary line. My line wasn't due until October. I needed both phones upgraded and wanted to try and take advantage of the Droid 3 BOGO deal. Off to the store I go, they say no dice. It isn't in their system to allow a upgrade for a free phone on the BOGO if the line is not eligible now. They tell me call CS and see if they can help.
The first time I got a lady and she said about 3 words to me and it couldn't be done. I wait and call back and get a guy who was much nicer and at least put me on hold to see what he could do. He comes bak with a # for telesales and says they sell the phones and should be able to do it without a problem. I call telesales, get a nice guy who puts me on hold for about 5 mins and comes back and says the system wouldn't allow it but he could get me the phone if I add a dummy feature phone to the account and then activate the D3 on my line. That would add a extra $9.99 a month to my bill and I would have a phone that I didn't need. No thanks!
I decided to give it one last try so I get a different guy at telesales. He looks over the account and says it can be done but CS will have to back the date up on the contract to get it to go thru. He proceeds to get them on the line to make this work he says.
I get transferred BACK to CS and get a very nice lady who says that my account is 60 days from a upgrade and if it was only 30 days away she could do it. We talked and she continued to say it couldnt be done. About ten mins later pleading my case and NEVER threatening to cancel my service she says let me see what my manager says. He would have to be the one to OK it but it has to be a really good story. So I say thanks tell him my problem and if he does go ahead and do it then I wil be forfeiting my very last chance to get me new every 2 discount. That will be saving the company some money if he needs a better excuse. Well 10 mins later she comes back and says We can get it done! After all the no's she told me over and over eventually she came back with a yes. I never begged and never made any threats, just kept talking to her like a friend. She did come back and say that my plan my need to be changed to be compatible. It is from 2005 and a very good plan, not going to happen. Then she says we might have to change the data package I quickly told her no thanks I am grandfathered in with unlimited and if that was going to change then we could just cancel the order. I get put on hold once again while she speaks with the manager. The final time she comes back and says congratulations you get to keep everything like it is. No plan changes at all. I did end up having to pay the $20 early upgrade fee and got the phones for $199 instead of the online price of $149 but at that point I wasn't going to push the issue anymore and was just very happy to be able to take advantage of the BOGO deal and finding a CSR that wasn't afraid to ask the boss if they could do it.
Sorry it is so long but I just wanted to share my experience that I had today. It proves the point that things CAN be done it just takes finding the right rep. I talked to CS about 3 times and telesales 2 times before I got the right person. So if you need something bad enough dont' give up to easily. In the meantime I can't wait to get my hands on my 1st droid. I am sick of that blackberry. It may be great for a business man and I thought it was great at first being my 1st smartphone, but the honeymoon didn't last long. lol . I want to give a final thumbs up to Cindy at CS for hooking me up in a time of need! Thanks and I look forward to learning the droid world from you guys!
The first time I got a lady and she said about 3 words to me and it couldn't be done. I wait and call back and get a guy who was much nicer and at least put me on hold to see what he could do. He comes bak with a # for telesales and says they sell the phones and should be able to do it without a problem. I call telesales, get a nice guy who puts me on hold for about 5 mins and comes back and says the system wouldn't allow it but he could get me the phone if I add a dummy feature phone to the account and then activate the D3 on my line. That would add a extra $9.99 a month to my bill and I would have a phone that I didn't need. No thanks!
I decided to give it one last try so I get a different guy at telesales. He looks over the account and says it can be done but CS will have to back the date up on the contract to get it to go thru. He proceeds to get them on the line to make this work he says.
I get transferred BACK to CS and get a very nice lady who says that my account is 60 days from a upgrade and if it was only 30 days away she could do it. We talked and she continued to say it couldnt be done. About ten mins later pleading my case and NEVER threatening to cancel my service she says let me see what my manager says. He would have to be the one to OK it but it has to be a really good story. So I say thanks tell him my problem and if he does go ahead and do it then I wil be forfeiting my very last chance to get me new every 2 discount. That will be saving the company some money if he needs a better excuse. Well 10 mins later she comes back and says We can get it done! After all the no's she told me over and over eventually she came back with a yes. I never begged and never made any threats, just kept talking to her like a friend. She did come back and say that my plan my need to be changed to be compatible. It is from 2005 and a very good plan, not going to happen. Then she says we might have to change the data package I quickly told her no thanks I am grandfathered in with unlimited and if that was going to change then we could just cancel the order. I get put on hold once again while she speaks with the manager. The final time she comes back and says congratulations you get to keep everything like it is. No plan changes at all. I did end up having to pay the $20 early upgrade fee and got the phones for $199 instead of the online price of $149 but at that point I wasn't going to push the issue anymore and was just very happy to be able to take advantage of the BOGO deal and finding a CSR that wasn't afraid to ask the boss if they could do it.
Sorry it is so long but I just wanted to share my experience that I had today. It proves the point that things CAN be done it just takes finding the right rep. I talked to CS about 3 times and telesales 2 times before I got the right person. So if you need something bad enough dont' give up to easily. In the meantime I can't wait to get my hands on my 1st droid. I am sick of that blackberry. It may be great for a business man and I thought it was great at first being my 1st smartphone, but the honeymoon didn't last long. lol . I want to give a final thumbs up to Cindy at CS for hooking me up in a time of need! Thanks and I look forward to learning the droid world from you guys!