I have been a cellular phone user for 7 years and just recently decided to try Cingular in the Atlanta area since they offered the no roaming nationwide plan. When I talked to them, I asked about out clauses since I was not really dissatisfied with my current provider, I just wanted more minutes with no roaming. They told me I had 30 days, but if I used over 60 minutes, I would have to pay an additional $25 restocking fee. I thought that was a fair deal. After 2 weeks, I realized that I had made a mistake. When I tried to cancel service, they said that since I used more than 30 minutes, I was stuck with the remainder of the contract. I had a friend with me the day I was told the other and he agrees that he understood exactly what I did. I called the FCC to lodge a complaint. What options do I have? The money isn't the issue here. It's the fact that I was lied to and signed under fraudulent promises, but of course, I don't have it in writing. Their website clearly states that there is a 15 day return period with no mention of minutes used. Thanks for any help/ Terri in GA
You legally haven't any recourse. You were lied to (or at very least there was a "misunderstanding"). As you know, "he said, she said" is one of the oldest problems in the world. But all is not lost. I would recommend returning to Cingular and calming (without accusative speech) explain what you understood to be the terms of the contract. Calmly explain what you feel is a reasonable settlement to this issue. Explain that if a reasonable agreement can not be reached that you will be a very dissatisfied customer and that is never good for public relations. If you are scoffed at, respectfully ask to speak to a supervisor. If that doesn't work inform them that a letter will be sent to Cingular headquarters documenting your attempt. Indicate (respectfully and calming in a business and professional demeanor) that you plan on mentioning specific names including the person you are currently talking to. Ask them how they wish to proceed. And by the way, the title of your post really isn't fair to the company. Because you got a less than honest salesperson is no reflection on the whole company. -kevin
I don't understand why the Agents lie to the customers just to make a sell, I'm sure they know if a customer cancel service before 6 months of their current contract they will get charge back the commission that they recieve or they will not recieve a commission alltogether.You have allowed to cancel service after 15 days with Cingular, and it really doesn't matter how many minutes you used, But keep in mind that you are responsible for the minutes that was used. Here's some useful information: What Sales Channels will be participating? All company-owned kiosks (like Wal-Mart) and stores, Telesales, E-commerce, B2B, Strategic Accounts and Customer Care. Agents are participating in refund of handsets and cancellation of service only. Accessories are not included in this program at Agent locations. Which Sales Channels will not be participating? Resellers, National Retail (for example Best Buy, Circuit City etc.) and Emerging Channels will not be participating in the Cingular Promise Return Policy in regards to returning equipment. Customers activating service through these channels can still call to cancel service via Customer Care. Do I take back phones not sold in my channel (i.e. Telesales, B2B)? Customers are to be instructed that they should return to the location where they purchased the phone. However, if the customer purchased the phone from a company owned Cingular location, he can return to any convenient company owned Cingular location. Does it matter how many minutes are on the phone? Customer can receive full refund within 15 days of purchase regardless of number of minutes used on phone. However, the handset must be returned within 15 days or less from date of purchase to qualify for a refund or exchange.
Seeing the policy in writing will definitely help customers deal with the less-than-honest sales people that are public-facing. However, not all sale people are without conscious or care. You just need to learn which are which. One practice I have engaged in (I've mentioned it here before) is to walk into a sales office and just listen to the clerks inter-reacting with other clients. If they approach me, I'll tell them I am just browsing. I will do this several times over several months, trying to see if I get a sense about a particular business that it is truly reputable. I realize that this is not something many people will be interested in doing and obviously it isn't something you would do with ALL purchases such as WalMart, grocery shopping, etc. I only do this for smaller stores with a small and consistant staff (wireless phone stores, furniture stores, etc.)
One thing to take into consideration It's not Cingular that lied nor did the agent one thing you must think about Cingular they provide the service. The Agent provides the phone they make a comission off the sale as you problaby already know. Now when you use the equipment they have to sell it has used. And this is the reason why the have you sign a supplemented contract for the equipment they pay a lot of dough for a large bulk of phones. And when you decide you do not want the service for whatever reason Cingular will take the commission back for is all reality the agent and the store take two hits. The loss the consumer contract and also the when you took those phones back on an average the store just lost about $345.00 pending on the area.
Are you still looking for a provider in the ATL? If you are, I just thought that you ahould know that Voicestream got the J.D. Power award for that region this past year.
I use to work for a division of Cingular when they were Bellsouth! We were TOLD do what it takes to make that sale no matter what your job is on the line. I even worked with a few guys that were let go because they told the truth too many times!! Hence, where I lived Cingular service was horrible and always was. After I left the company I had14 months to go on my contract! I called the corporate office in Atlanta (remember I was a regular customer like you), explained they service was horrible, they broke my contract no fees disconnected my service onthe spot and I hadthem send me a letter that I would incurr no charges and they did! I have been with AT&T ever since no problem and WONDERFUL SERVICE (South Florida) YES CINGULAR OR BELLSOUTH DOES LIE!! They train their employees that way! I am glad I am not lying to customer to get a pacheck!!!
I suppose it is possible in the shop you worked in, but I doubt it was real policy. With the FCC breathing down their backs and people so willing to sue and conversations being recorded, I truthfully can't see this as a widespread practice.
first of all, computerteacher is lying. i work for cingular now, and it has always been stressed that we should explain all of the features and let the customer know the truth instead of lying. we would rather not have customers sign than have them sign and be pissed off. so the uneducated lies he is telling should not be viewed by people for it is not the truth. it is probably just a mad customer that wants us to look bad. secondly, the return policy has changed in the last 2 weeks. earlier it was 30 days and 60 min. now it is supposed to be 15 days and no cap on minutes. i took back a phone a week ago that was out for 7 days and had almost 10 hours on it, so dont let them give you that lie just to get you to keep the phone. good luck and dont give up because you have done nothing wrong.
Nice reply CingularGuy. It must be noted though, that you work for the division of Cingular controlled by SBC while ComputerTeacher claims to have been employeed by the area under BellSouth's control. I agree that SBC, in all its divisions, works hard at promoting an honest work ethic. I would venture to say that BellSouth has similar formal and stanardized practices. The one thing we do not know is what happened in that specific BellSouth office that CompTeach worked in. He claims some unethical practices were being pushed. It is possible. If there is any legitimacy in this, he should take it to the FCC or PUC.
Terri I would also make sure that you talk to the manager of the store. Did you get the phone through a reseller???? Jack
