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  1.    #1  
    <rant>

    Unfortunately, it seems that the value of a business relationship just isn't what it used to be. After being with Cingular since their inception (and with BellSouth Mobility 3yrs prior to that), I have finally HAD it with them.

    I called the other day to inquire about a new plan. My current contract just expired, and I want to upgrade my current phone to the 650, get my wife a new phone, and port my home number to a 3rd line. I spoke to the folks in Cingular's retention department, and politely explained my situation. I've been a customer from the beginning, spent lots of money, etc.

    I was looking for a free phone/no upgrade charge for my wife, a discount on the 650, and a 2000 minute shared plan. I told them Sprint's current price was better, and if they wanted me to stay a Cingular customer, I needed them to match. I wasn't asking for much - all I wanted was one free upgrade for the wife (which she is entitled to anyway), a small discount on my Treo, and no charge for converting to a shared minute plan with two additional lines. For those of you shopping, on plans 2000 minutes or higher, Sprint allows you to add up to 2 lines to a shared plan at no charge. Cingular wants $9.99 month per line.

    The rep and I went back and forth, first she offered a free phone for the wife and a $50 allowance on my Treo. I was fine with that, but I wanted them to match Sprint's plan and not charge me an additional $9.99 per line. She finally said she would have to get a manager's approval. She spoke with her manager, and came back with a "sorry, we can't help you." Again, I politely explained that all I was asking for was a rate plan which would cost me the same as their biggest competitor, and a few hardware discounts. In exchange, I was adding another line and getting a bigger plan. Again, I was told that the manager wouldn't approve it.

    Finally, I said that I could not believe how a LONG time customer who has spent THOUSANDS over the years couldn't get a plan to MATCH their competitor. And then I asked the ultimate question: "Is my business worth so little that you would force me to go to another carrier?" Long pause. And then - "I'm sorry, sir, but I can't do what the manager won't allow me to do. I wish I could, but I can't."

    I was shocked. And then pissed. F-you Cingular! I will take my business elsewhere!!!! And off to the Sprint store I am headed...

    </rant>
  2. #2  
    I understand your being pissed, but do you think a company should always match it's competitor's? If it is not benificial for them to do it, they probably aren't going to. Based on my personal experiences though, if you really wanted to stay (which I don't think you do now), I would try calling and talking to different people. One manager might approve what another might not. Happens all the time.
    Treo 650 GSM
  3. #3  
    Sprint allows you to add up to 2 lines to a shared plan at no charge. Cingular wants $9.99 month per line.
    That's not what I was quoted by Sprint today. Each additional line on a shared plan is $20. I've just cancelled my contract with them, and taking the phone back tomorrow.
  4. McTreo's Avatar
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    #4  
    Hey Gater,

    I can understand how you feel, but don't be so quick to chuck all those brownie points. We have seen repeatedly the vastly different results we get by asking the very same questions to different CS reps. I'd suggest you call again, and again if needed, to get the result you want. I invite yo to try my wife's strategy, if you don't get a "yes," ask to talk to the supervisor. Keep going up until you get what you want (as long as your request is reasonable, which your's is.) BTW, my wife, God knows, almost always gets what she wants as long as she believes she is right. See, it's easy for a supervisor to take a tough line when they are not the one to deliver the news to the customer. Many will be much more reasonable when you are speaking directly to them.

    One last point, if you wanted to be on Sprint, you would have already switched. Hang in there. Let us know what you decide.

    Mac
    "I Sync, therefore I AM!"

    BellSouth became Cingular, left for ATT, who became Cingular, who became ATT. Is that right?
    Visor Pro > Vx > Treo600 > Treo650 > Treo680 > Tilt!
  5. #5  
    Quote Originally Posted by TonyH
    That's not what I was quoted by Sprint today. Each additional line on a shared plan is $20. I've just cancelled my contract with them, and taking the phone back tomorrow.
    You selectively quoted him? He was right.

    Quote Originally Posted by GatorFan
    For those of you shopping, on plans 2000 minutes or higher, Sprint allows you to add up to 2 lines to a shared plan at no charge. Cingular wants $9.99 month per line.
  6. #6  
    Quote Originally Posted by TonyH
    That's not what I was quoted by Sprint today. Each additional line on a shared plan is $20. I've just cancelled my contract with them, and taking the phone back tomorrow.
    Sprint has a lot of different plans (as does their competition). Be prepared to spend some time looking at their web site to figure them all out. On 2000 minute plans you can get free extra lines. On some of their family plans the 2nd line is free, additional ones cost $10.
    Bob Meyer
    I'm out of my mind. But feel free to leave a message.
  7. JoeSam's Avatar
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    #7  
    Quote Originally Posted by Joebar
    You selectively quoted him? He was right.
    Ditto. I'm on a Sprint 2500 minute plan with a FREE 2nd line. Free vision to at 2500 minute plan (Sprint Vision Picture pack), which gives me free unlimited 1xRTT data on BOTH lines. Considering the latest fiasco w/ Stincular's 3mb MEdia Works package, Sprint really can't beat Stincular for my needs.
  8. glenada's Avatar
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    #8  
    Sorry to hear about your predicament, GatorsFan. It's really sad that being a loyal customer, employee, or anything else doesn't seem to cut it these days. I would try and speak with the supervisor's supervisor at Cingular. You sound as if you have a good case to me. Complain like hell.
  9. #9  
    Cingular is the devil. Go towards the light... not the flames.
    Ever wonder if those FreeIPOD / FreeMiniMac scam sites work? Well, I found out Have a look at the results:
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  10. #10  
    About a year ago I tried to do the competitive upgrade threat in the reverse of GatorFan's scenario: I was a long-time Sprint customer wanting some satisfaction on an extra-minutes debacle and was willing to try out Cingular because of the rollover minutes.

    The Sprint rep (after consulting a supervisor) said no dice, so I walked. I got my new Cingular phones with new numbers to fully take advantage of the promo discounts at the time. Then I called Sprint and got handed off to the varsity squad, AKA the retention department. I explained that I wanted my plan terminated, that I was on to happier pastures. They said they would do almost anything to keep me, including giving me the credit I had asked for the first time. Of course, now it was too late, and I was FURIOUS! I wouldn't have been as upset as I am now that I know it didn't have to be that way.

    The moral of the story is that you must never take the word of the first or even second rep/mgr that you talk to. Apparently there is often someone higher up the totem pole that will finally listen to reason (and I really do feel my request was reasonable--not an attempt to grab a couple extra bucks from deep corporate pockets wanting to hold to a "customer always right" mantra).

    The sad kicker to all this is that even though the plan has been marginally better with Cingular, the coverage in my area stinks and we have missed being a Sprint customer since Day Two. My SprintPCS Treo 650 (and Treo 300 before that) always outperforms my family's Cingular phones wherever we go.
  11.    #11  
    Thanks for everyone's comments on this issue. I certainly understand that talking to different reps can yield different results, but as Jack Nicholson said, "I have neither the time nor the inclination for this."

    Bottom line, I don't value my relationship with Cingular, since it is obvious they don't value me. I went with Sprint, and so far so good. I'm posting this from my new Treo... My coverage here in Atlanta is excellent, and I can already hear a BIG difference in the sound quality. Unless something goes horribly wrong, I am staying.
  12. McTreo's Avatar
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    #12  
    Gater,

    Glad to hear your are happy with your new deal. If I can ever get to the end of my ATT/Cingular contract, I may give Sprint a better look.

    Mac
    "I Sync, therefore I AM!"

    BellSouth became Cingular, left for ATT, who became Cingular, who became ATT. Is that right?
    Visor Pro > Vx > Treo600 > Treo650 > Treo680 > Tilt!
  13. asv
    asv is offline
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    #13  
    I wish they would just match their own price. I store i went to yesterday wouldn't even give me the $399 deal:

    http://alexvalentine.org/blog/index.php?p=68
  14. #14  
    The only thing I would like to add is that it is wrong to assume that everyone at Cingular or that Cingular (what ever that means) doesn't value your relationship with the company. The CSR you talked to may not have, ad for all we know that person could be on their way out the door at the company. It is unfortunate you had a bad experience, but there are many people that do care at nearly any company... unfortunately it is the ones that suck that usually get all the attention, not the people trying their best.
    Treo 650 GSM

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