Motorola Q Forum | Everything Q - View Single Post - The results of a call to "customer retention"

M A V I C · 03-07-2007, 12:46 PM

First off, let me thank this community for being very awesome. I haven't upgraded my phone in four years so some of my questions are noobish. This is my first experience with Windows Mobile as well.

Anyway, having not upgraded in four years I have the original Vision plan. Well, "had" until I got the Q. It requires PV as you know (though on person managed to get regular vision grandfathered in, that gave me some hope.)

When I got PV, I didn't realize I lost my picture mail and unlimited text messaging. When I looked at the cost of adding that, I was a bit upset.

I contacted the rep at the store who upgraded me. She said she couldn't do anything but gave me the "backdoor" line to customer service and a number to customer retention. I called CS first and was blown away that a person answered the phone without any prompts. I explained my situation, she was looking through info and I got disconnected.

I called back, this guy said that's just the way it is. Back then they were trying to move people to data and now everyone wants it so they can charge more. I said ATT has better data rates and he said they're about the same. So I cited them and he quit with that argument. Asked if I wanted to talk to Customer Retention.

My thoughts about switching were serious. I honestly signed up for Sprint way back when because of the reasonable data rates. I really like the iPhone too

I explained my case to the CR lady. She added picture mail to my account as well as unlimited text messaging. That increased my bill by $13/mo. She couldn't give me a $13/mo credit, it had to be multiples of five. So she gave me a $15/mo credit. I now have PV, picture mail and unlimited text messaging for $13/mo. $3/mo more than I was paying, but I'm fine with that since I was fine paying $15/mo thinking I was getting all of that.

03-07-2007, 12:46 PM	#1 (permalink)
M A V I C Join Date: Mar 2007 Location: Seattle Posts: 19 Thanks: 0 Thanked 2 Times in 1 Post	The results of a call to "customer retention" First off, let me thank this community for being very awesome. I haven't upgraded my phone in four years so some of my questions are noobish. This is my first experience with Windows Mobile as well. Anyway, having not upgraded in four years I have the original Vision plan. Well, "had" until I got the Q. It requires PV as you know (though on person managed to get regular vision grandfathered in, that gave me some hope.) When I got PV, I didn't realize I lost my picture mail and unlimited text messaging. When I looked at the cost of adding that, I was a bit upset. I contacted the rep at the store who upgraded me. She said she couldn't do anything but gave me the "backdoor" line to customer service and a number to customer retention. I called CS first and was blown away that a person answered the phone without any prompts. I explained my situation, she was looking through info and I got disconnected. I called back, this guy said that's just the way it is. Back then they were trying to move people to data and now everyone wants it so they can charge more. I said ATT has better data rates and he said they're about the same. So I cited them and he quit with that argument. Asked if I wanted to talk to Customer Retention. My thoughts about switching were serious. I honestly signed up for Sprint way back when because of the reasonable data rates. I really like the iPhone too I explained my case to the CR lady. She added picture mail to my account as well as unlimited text messaging. That increased my bill by $13/mo. She couldn't give me a $13/mo credit, it had to be multiples of five. So she gave me a $15/mo credit. I now have PV, picture mail and unlimited text messaging for $13/mo. $3/mo more than I was paying, but I'm fine with that since I was fine paying $15/mo thinking I was getting all of that.