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  1. #541  
    Guys and Gals take this with a grain of salt but here is an actual convo I just had today with Sprint Premier online chat support. If this is true, Preemees start online chatting ASAP! By the way notice how I kept mentioning the 5th NOT the 6th LOL

    Do you think this is legit? Should I bring it with me? DECISIONS DECISIONS...

    05/25/2009 11:24:07AM System: "Please hold and the next available agent will be with you shortly."
    05/25/2009 11:24:17AM System: "Hi! Thanks for waiting. Because we take your security and privacy very serious, please be prepared to provide your account PIN or password or security answer."
    05/25/2009 11:24:23AM Session Started with Agent (Thongsavanh)
    05/25/2009 11:24:23AM System: "Thank you for contacting Sprint. My name is Thongsavanh. How may I assist you today?"
    05/25/2009 11:24:39AM me: "HI THongsavanh"
    05/25/2009 11:24:46AM Agent (Thongsavanh): "Hi, how are you?"
    05/25/2009 11:24:59AM me: "I called in earlier but am still confused on something"
    05/25/2009 11:25:40AM me: "I have 6 lines with Sprint and was wondering how do I switch my primary line to a diff line I have?"
    05/25/2009 11:25:52AM Agent (Thongsavanh): "May I have your full name for notation purposes please?"
    05/25/2009 11:26:05AM me: "************"
    05/25/2009 11:26:17AM Agent (Thongsavanh): "I appreciate your patience. One moment please while I access your account and review your account notes so I can better assist you with resolving your issue today."
    05/25/2009 11:26:39AM me: "Thank you and take your time"
    05/25/2009 11:27:40AM Agent (Thongsavanh): "Are you wanting to swap out the primary phone to the other line on the account?"
    05/25/2009 11:28:59AM me: "Not sure ... what I'm trying to do is get the Palm pre on June 5th instead of June 6th with the # ending in **********"
    05/25/2009 11:30:45AM Agent (Thongsavanh): "Oh, I understand. We do appreciate your business as a Premier Customer and glad to hear that you are interested in taking the opportunity on upgrading for the Palm Pre, you would be able to swap out the phone once it is upgraded for the line that you woul"
    &nbsp d like.
    05/25/2009 11:31:15AM me: "Great! DO you know the soonest day I can get the pre?"
    05/25/2009 11:31:32AM Agent (Thongsavanh): "That is in June 5th for our Premier Customers only."
    05/25/2009 11:32:14AM me: "Great! Do I order it on here or at the store on June 5th?"
    05/25/2009 11:32:28AM Agent (Thongsavanh): "That is at the Store you would have to submit this order."
    05/25/2009 11:32:45AM me: "How do I submit it?"
    05/25/2009 11:32:55AM Agent (Thongsavanh): "At the Store, you would have to be there."
    05/25/2009 11:33:12AM me: "Oh ok do you know which location in my area sir?"
    05/25/2009 11:33:31AM Agent (Thongsavanh): "I can locate one for you. May I have the zip code please?"
    05/25/2009 11:33:47AM me: "u know what time? My location is **********"
    05/25/2009 11:34:03AM me: "THey told me after 6 pm"
    05/25/2009 11:34:48AM Agent (Thongsavanh): "This is one location as there are several with the zip code provide, ********** N. University Drive, Suite D**********
    Pembroke Pines, FL **********
    (**********) **********-**********
    It is best to contact the Store in regards to the time."
    05/25/2009 11:35:15AM me: "Ok and do I print this out and bring it to them on the **********th?"
    05/25/2009 11:35:32AM Agent (Thongsavanh): "They would look into your account. I have notated this for you. This chat would not be necessary."
    05/25/2009 11:36:04AM me: "Sounds great! If not I can always order it through you on the 6th correct?"
    05/25/2009 11:36:34AM Agent (Thongsavanh): "We would be able to order for you on the 6th."
    05/25/2009 11:37:16AM me: "Ok I will defintely go to the store and do i tell them its for my ********** ********** ********** line?"
    05/25/2009 11:37:27AM Agent (Thongsavanh): "Yes, that is correct,"
    05/25/2009 11:38:20AM me: "Thank you so much! I am excited! do you think there will be long lines on the 5th?"
    05/25/2009 11:39:29AM Agent (Thongsavanh): "I am unsure about this as it would depend on the store location. However, I can say that there has been a lot of our customers who are excited about the release of the phone as ell but keep in mind there are only select Premier customers being able to attend this exciting event on the 5th."
    05/25/2009 11:39:33AM Agent (Thongsavanh): "*well"
    05/25/2009 11:40:03AM Agent (Thongsavanh): "You are very welcome. Please take the survey at the end of this chat as this reflect my service that I provided. I really would appreciate this. Thanks."
    05/25/2009 11:40:04AM Agent (Thongsavanh): "Have I resolved your issues, that prompted you to chat with us today?"
    05/25/2009 11:40:42AM me: "**********% Thank u and look forward to receiving my Pre on the 5th"
    05/25/2009 11:40:45AM Agent (Thongsavanh): "We value your business and would appreciate you taking time to respond to a brief survey about your chat experience. To ensure you are able to participate, please disable all popup blockers before pressing the exit button to end the chat session. Additi"
    &nbsp onal feedback or comments regarding Sprint, your chat or chat agent can be sent to: sprint.customerappreciation@connextions.com.
    05/25/2009 11:40:47AM Session Ended
  2. #542  
    dude, I'm about to get on that and will report my findings back asap!!
    Sincerely,

    Dwight Shrute
  3. #543  
    Quote Originally Posted by DwightShrute View Post
    dude, I'm about to get on that and will report my findings back asap!!
    Dwighttttttttttttt? It sounds too good to be true doesn't it? I hope it is though for us both!
  4. #544  
    Sounds to me like you want to change which "one" phone on your account will be eligable for the Premier 12 month upgrade? ...is that correct?

    If so, I have been dealing with the same issue. I have spoken to a number of Premier C.S. reps, their supervisors, and the supervisor's supervisors! What I was told, was that I could change which number was the primary number, however that would not change which phone would get the 12 month upgrade. I was told that what ever number was currently associated with the upgrade would ALWAYS be the only phone that would get it!
    For me, this is very frustrating! Because for some reason a year or two ago, Sprint changed the primary number from mine to one of the others!!! Even though they can see in the records that mine used to be the primary, and will be changed back to primary, the number that was listed for the last few months as primary will always be the only one to get the 12 month upgrade! ARGH!!! #$@%

    Maybe you should call back or chat again to confirm that not only are you the primary, but also the one to get the upgrade. Also, when does that take affect?? I was told it will be effective not until the NEXT billing cycle! ...for me, June 10th!! ARGH!!! @#$#%
  5. #545  
    Quote Originally Posted by majorhavoc View Post
    Sounds to me like you want to change which "one" phone on your account will be eligable for the Premier 12 month upgrade? ...is that correct?

    If so, I have been dealing with the same issue. I have spoken to a number of Premier C.S. reps, their supervisors, and the supervisor's supervisors! What I was told, was that I could change which number was the primary number, however that would not change which phone would get the 12 month upgrade. I was told that what ever number was currently associated with the upgrade would ALWAYS be the only phone that would get it!
    For me, this is very frustrating! Because for some reason a year or two ago, Sprint changed the primary number from mine to one of the others!!! Even though they can see in the records that mine used to be the primary, and will be changed back to primary, the number that was listed for the last few months as primary will always be the only one to get the 12 month upgrade! ARGH!!! #$@%
    Major we sound like the same person lol What is so difficult for them to understand? Why can't we just switch the damn line???
  6. #546  
    Quote Originally Posted by preman2be913 View Post
    Major we sound like the same person lol What is so difficult for them to understand? Why can't we just switch the damn line???
    It would seem like such a simple task!
    The problem is, there are thousands of Sprint reps. And, it is nearly impossible for you and I to know which ones are blowing smoke and which ones actually know what is really going on! I would bet that less than 1% of them know what is really going on! Sad but true!
  7. #547  
    I have a dream...that one day everyone who works for Sprint will be on the same page...

    we can dream right?
  8. #548  
    How do you get to online "Premier" chat?
  9. #549  
    I have two lines on my business account....both of them are 99 Simply Everything plans, been with Sprint with that account for 3 years, and I am NOT a premier customer! I am ticked really! I just did a chat with the slowest rep ever, and she had no clue about anything. She gave me the requirements to be a Premier customer with a business account and it mentions I'd have to be with them for 10 years to qualify!

    I also asked about the price for me for a Pre as an existing customer...she said 299 after mail in rebate! She said she couldn't access everything that a guy at a Sprint store could! How useless! When she asked if there's anything else I needed, I told her I want next Wednesdays lottery numbers....lol...she did give me 6 numbers to play!
  10. #550  
    Quote Originally Posted by abarrera View Post
    I have a dream...that one day everyone who works for Sprint will be on the same page...

    we can dream right?
    Amen abarrera amen! Any new subliminal messages from the oven or anyother household devices? lol

    Major good news kinda! I spoke to my buddy Chris who manages a Sprint store here in South Fl and he told me what we need to do is the day when our billing cycle begins (which mine is June 13th and yours is the 10th) for us to call in that day and request our primary line to be changed bc if we do it prior to our beginning billing cycle date, we will be prorated and charged more. The only issue for both of us is the Pre will be out on the 5th and 6th but I might have found a loop hole. Chris told me when we purchase our Pres to connect it with our primary line we have now then when the 10th rolls around call CSR and reconnect it to the line we want changed to our primary line. He said all we do is give them the ESN and say we want the pre to work on the new primary line and with the old primary line we connect it back to whatever phone we had before. In my case, a treo. Do you think it will work? Does this even make sense? I'm so confused lol
  11. #551  
    Quote Originally Posted by MannyZ28 View Post
    I have two lines on my business account....both of them are 99 Simply Everything plans, been with Sprint with that account for 3 years, and I am NOT a premier customer! I am ticked really! I just did a chat with the slowest rep ever, and she had no clue about anything. She gave me the requirements to be a Premier customer with a business account and it mentions I'd have to be with them for 10 years to qualify!

    I also asked about the price for me for a Pre as an existing customer...she said 299 after mail in rebate! She said she couldn't access everything that a guy at a Sprint store could! How useless! When she asked if there's anything else I needed, I told her I want next Wednesdays lottery numbers....lol...she did give me 6 numbers to play!
    10 years Manny? Isn't there another way? I mean you do have everything plans so shouldn't that qualify you and she is incorrect the price for us will be $199 after MIR I was told.
  12. #552  
    @preman2be
    get a load of this crap!! i was pretty much to the point where i was thinking i need to talk to another rep because she didn't seem to know much, grrr!!!

    11:37:40 System
    Connected to sprint-ap1.cnxchat.com
    11:37:40 System
    Session ID: ********
    11:37:45 System
    Please hold and the next available agent will be with you shortly.
    11:37:50 System
    Hi! Thanks for waiting. Because we take your security and privacy very serious, please be prepared to provide your account PIN or password or security answer.
    11:38:05 System
    Thanks for your patience. We look forward to chatting with you.
    11:38:05 System
    While you wait, did you know you can check usage information or review your account balance at your convenience at sprint.com? It's fast, easy and available 24 hours 7 days a week.
    11:38:10 System
    Log in at Sprint.com and look for the “My Phone and Plan” section, then click “Usage Details”. Please continue to wait…the next available specialist will be with you shortly.
    11:38:15 System
    .
    11:38:35 System
    Thanks again for your continued patience. Rest assured we’ll get to you as soon as we can. In the meantime please understand that Sprint takes protecting your privacy very seriously.
    11:38:40 System
    To ensure account privacy, account holders are to create a 6-10 digit PIN to use to access their accounts when dealing with Customer Care or visiting a retail store.
    11:38:40 System
    Go to Sprint.com/pin today and establish your PIN. Please continue to wait…the next available specialist will be with you shortly.
    11:38:40 System
    .
    11:39:35 System
    We really appreciate you waiting for us. Did you know that you can pay your wireless bill online at Sprint.com.
    11:39:40 System
    Log in at Sprint.com and click on “Billing and Payment”, then click on “Pay Bill”. It’s fast, easy and available 24 hours a day. It’s just that simple! Please continue to wait…the next available specialist will be with you shortly.
    11:39:40 System
    .
    11:41:51 System
    Dianna has joined this session!
    11:41:51 System
    Connected with Dianna
    11:41:51 System
    Thank you for contacting Sprint. My name is Dianna. How may I assist you today?
    11:42:33 ME
    Hello Dianna!! I have a couple of questions for you today.
    11:42:41 Dianna
    Hello, I am happy to assist you today.
    11:42:46 Dianna
    Thank you, may I please have your name?
    11:42:54 ME
    ME
    11:43:21 Dianna
    Thank you, ME .
    11:44:31 ME
    My first question is in regards to being a premier customer and being able to get the new Palm Pre phone on June 5th. What are my options?
    11:47:21 Dianna
    I do apologize, ME ; at this time this is currently being post-poned and we are able to offer other premier options when they do become available. I do apologize for this inconvenience.
    11:48:39 ME
    Wait, so premier customers will NOT be able to get the Palm Pre on June 5th instead of the 6th?
    11:50:31 Dianna
    Thank you, please allow me a moment to review this information further.
    11:50:44 ME
    ok
    11:55:46 Dianna
    I apologize for any confusion or frustrations, however the release party was for a small sample of premier customers in the Los Angelos area, this was selected at random by the automated system. All invitations have been distributed, if you are in the Los Angelos area, and you are a premier customer then it may be in your email in box or your spam folder.
    11:58:26 ME
    I am aware of the release party in the LA area, but I heard that there would be 9 or 10 more "official" launch parties, as well as the possibility of some local stores opening for premier customers. I'm so confused and just want to make sure I don't miss out on being able to go to my local corporate store on the 5th.
    11:59:16 Dianna
    I apologize, for other locations the Palm Pre will be released on June 6th, 2009.
    12:00:46 ME
    ok, so the mailer I received after the Sprint Premier customer program was released that stated I would have early access to the Palm Pre is NOT accurate then?
    12:01:42 Dianna
    I do apologize, the Palm Pre will be released on June 6th, 2009, for locations other than the LA pre-release.
    12:02:07 ME
    ok, let's move on...
    12:05:17 ME
    My next question is about upgrading the other line on my account when the Palm Pre comes out. It was an existing line that is my fiance's and we just switched to a family plan. When I log onto my sprint account, it lists that my line (***) ***-**** is eligible for the $150 upgrade, but hers (***) ***-**** doesn't show the same when I know she is and the guy in the store confirmed that when we switched to the family plan. Does this mean her phone isn't eligible?
    12:06:27 Dianna
    Thank you, please allow me a moment to review this information.
    12:06:37 ME
    no problem
    12:09:22 Dianna
    Thank you, the line of ******* is showing the upgrade discount option for $150 off select devices with/2 yr contract.
    12:09:32 Dianna
    The phone upgrade options will show on the online account.
    12:09:57 Dianna
    May I review this information with you on the online account by providing the Username and password, for me?
    12:11:01 ME
    username-*********, password-******************************
    12:11:52 Dianna
    Thank you, please allow me a moment to review your online account.
    12:12:42 Dianna
    Do you have your phone with you on the line of (***) ***-**** at this time?
    12:13:19 ME
    yes
    12:13:52 Dianna
    Thank you, please provide the code you receive in a text message.
    12:15:12 ME
    *********
    12:16:37 Dianna
    Thank you for the information. One moment please.
    12:19:37 Dianna
    Thank you, this line of ********** shows the full web savings options as does your line of **********.
    12:19:58 Dianna
    This will show in the Upgrade this phone link by the each phone now showing on the Overview page online.
    12:20:13 Dianna
    Please log out and back in the online account to view the phone upgrade options.
    12:20:32 ME
    ok, just a moment
    12:20:43 Dianna
    This would be $299.99 each line for the full web/instant savings on a Palm Pre. This will then plus a $100.00 mail in rebate.
    12:21:08 Dianna
    Final cost per line would be $199.99 for the Palm Pre.
    12:22:15 ME
    ok...just logged in again and it still shows the upgrade on my line only but that's fine, as long as i have it confirmed by someone else
    12:22:38 Dianna
    Thank you, you are able to view the line on the Overview page by scrolling down.
    12:24:19 ME
    i AM on the overview page and scrolled all the way down. the only thing that changed was it switched my line to the top phone listed and hers to the bottom, everything else is exactly the same
    12:25:12 Dianna
    To view the upgrade pricing options for this line of ****, click on the "I want to" option for the "Upgrade this phone" link.
    12:25:21 ME
    it's no big deal, i just wanted to make sure that the line was eligible when the pre came out
    12:25:24 ME
    ok
    12:25:33 Dianna
    It is my job to ensure that I have fully resolved the issues that prompted you to chat with me. Have I resolved all of your issues today?
    12:26:12 ME
    yes you have
    12:26:22 Dianna
    We value your business and would appreciate you taking time to respond to a brief survey about your chat experience. To ensure you are able to participate, please disable all popup blockers before pressing the exit button to end the chat session. Additional feedback or comments regarding Sprint, your chat or chat agent can be sent to: sprint.customerappreciation@connextions.com.
    12:26:28 ME
    thanks and have a nice day!!
    12:26:48 Dianna
    Thank you so much, ME . Have a wonderful day and if you have a chance please fill out our short customer service survey after you close out of the chat. I will appreciate it.
    12:28:13 System
    Dianna has left this session!
    12:28:13 System
    The session has ended!
    Sincerely,

    Dwight Shrute
  13. #553  
    Quote Originally Posted by Kevin C View Post
    How do you get to online "Premier" chat?
    Kevin, sign online via Sprint.com then you will see in the upper right corner click to chat. Once you click it you should be directed automatically. Let me know if it works and good luck bro!
  14. #554  
    @ Dwight

    I got an idea... Let's hound CSR everyday all day until the 5th or 6th and see how man different answers we get and then lets print them out and take them to the sprint store and walk in with our bible of copies and demand a Pre on the 5th! What do you say? lol
  15. #555  
    Manny,
    I don't know the exact formula to determine Premier status. I have been with Sprint for 5 years, I have 4 lines and my bill is $200 to $250 per month.

    As far as contacting a "Premier" C.S. rep, when you give them your phone number, you are automatically connected to either a Premier rep or standard rep depending on your status.

    Preman - I was told by a few reps that the only way for me to get the $150 discount was to call telesales and order a Pre via them. And, they confirmed that my account had been noted that my number should get the discount! I'll find out if it works on June 5th!! lol
  16. #556  
    Quote Originally Posted by preman2be913 View Post
    @ Dwight

    I got an idea... Let's hound CSR everyday all day until the 5th or 6th and see how man different answers we get and then lets print them out and take them to the sprint store and walk in with our bible of copies and demand a Pre on the 5th! What do you say? lol
    if it gets me a pre on either day, i think i can spare 20 minutes a day and keep a running log, lol!!
    Sincerely,

    Dwight Shrute
  17. #557  
    Looks Like I'm golden as well...................




    10:41:29 AM System System
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    10:41:29 AM System System
    Session ID: 6183195
    10:41:34 AM System System
    Please hold and the next available agent will be with you shortly.
    10:41:39 AM System System
    Hi! Thanks for waiting. Because we take your security and privacy very serious, please be prepared to provide your account PIN or password or security answer.
    10:41:54 AM System System
    Thanks for your patience. We look forward to chatting with you.
    10:41:54 AM System System
    While you wait, did you know you can check usage information or review your account balance at your convenience at sprint.com? It's fast, easy and available 24 hours 7 days a week.
    10:41:54 AM System System
    Curt J has joined this session!
    10:41:54 AM System System
    Connected with Curt J
    10:41:54 AM System System
    Thank you for contacting Sprint. My name is Curt J. How may I assist you today?
    10:42:10 AM Customer me
    Hello Curt
    10:42:21 AM Customer me
    I hope you can help me out, my question is kinda odd...
    10:42:27 AM Customer me
    I am a premier customer
    10:42:35 AM Customer me
    xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
    10:42:58 AM Customer me
    I'm looking to upgrade to the pre on the 5th... i've heard all premier customers get to do this... can you verify that
    10:44:20 AM Agent Curt J
    Yes, I'm told that premier customers will be receiving email notifications in regards to purchasing Palm Pres. Pretty giving them first dibs.
    10:44:43 AM Customer me
    sweet...
    10:45:04 AM Customer me
    do you know when these will be going out... .and if so, could you please let me know which email account I have with you guys to be receiving it...
    10:45:15 AM Customer me
    otherwise i could give you "2" that would work best...
    10:46:09 AM Customer me
    also I have one more question when your ready!?
    10:46:45 AM Agent Curt J
    Sure thing, shoot.
    10:47:10 AM Customer me
    first off, can you help me out with the email thing... email@gmail.com and/or email@sprint.blackberry.net
    10:47:26 AM Customer me
    those go directly to my phone...
    10:48:00 AM Customer me
    while your working on that, if you can, since Ill be receiving something in the mail to get it on the 5th... if I give you my location, could you let me know which location would be best....to go to...
    10:48:22 AM Customer me
    because I've called the one that I usually go to and they said no we're not opening late on the 5th to let the premier customers in
    10:48:35 AM Agent Curt J
    Also please provide your ZIP code and mobile number.
    10:48:58 AM Customer me
    xxxxxxxxxx and xxxxx
    10:50:42 AM Customer me
    that was the one on (stapley)
    10:52:00 AM Agent Curt J
    Thank you. Since your already a premier customer you should automatically receive the email updates but I went ahead and signed you up again any ways to be sure that you get them. And yes I will locate the nearest store for you in no time. One moment please.
    10:52:27 AM Customer me
    thanks for the help so far
    10:53:24 AM Customer me
    I just want to make sure all the stores near me will be "opening late" on the 6th for premiers... because the one i usually go to on "stapley dr" said they wont be opening late....
    10:54:55 AM Agent Curt J
    Please provide you full address for reference.
    10:55:14 AM Customer me
    xxxxxxxxxxxxxxxxxxxxxx, gilbert az
    10:56:05 AM Agent Curt J
    Thank you, One moment please.
    10:58:02 AM Agent Curt J
    xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx hours Mon-Fri 9 AM -8 PM.
    10:58:25 AM Customer me
    ok thats right down the street...
    10:58:31 AM Agent Curt J
    xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx hours same 9 AM- 8 PM.
    10:58:51 AM Agent Curt J
    There's an extra one for you as well.
    10:58:59 AM Customer me
    ya thats the one i usually go to...
    10:59:18 AM Customer me
    can you tell if both of these stores are selling early... or is there a specific one that will be in the email...?!?
    10:59:18 AM Agent Curt J
    Oh I see. then scratch that.
    11:00:01 AM Agent Curt J
    It doesn't say, And I think It's specific in the email and I think also specific to each customer as well.
    11:00:33 AM Customer me
    ok sweetness... thanks for the help, i'm assuming it will be emailed out like the week of... so in 7 days or so..
    11:00:42 AM Agent Curt J

    It is my job to ensure that I have fully resolved the issues that prompted you to chat with me. Have I resolved all of your issues today?
    11:01:10 AM Customer me
    haha as long as I get my email and my pre early... ill be a happy camper.. thx for the help
    Type your comments in the box below and click send.
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  18. #558  
    I was just told I could not purchase the Pre on the 5th...
  19. #559  
    Getting reps who give different answers is not unique to Sprint. Same thing happens with every large customer service organization.

    When you press a CS rep for an answer they don't have, the rep has two choices (1) "I'm sorry sir, that information is not in my materials." (2) They can guess, respond with whatever rumors they've heard, etc. In almost every company, large and small, CS reps (and secretaries, receptionists, etc etc) choose number 2.

    You know the telereps are guessing. Don't rely on what they say.
  20. #560  
    My local Pre advocate says his store was told yesterday that they will not be selling any Pre's on June 5. Nevertheless, he told me that could change so I should try back. I also will try to buy with telesales on June 5, but I am not holding my breath.

    The Sprint store is refusing to make a waiting list. They don't have their Pre inventory yet, but the advocate expects it to be small ... way less than the number of people who've asked to be on a waiting list. The advocate is telling everyone that the only way to get a Pre in June may be to be in the front of the line when the store opens on Saturday. I don't know if that's true, or just a publicity gimmick. But I don't think I'm going to take a chance.

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