It's not their fault. A few years ago T-mobile had something called a Corporate account, and something called an Enterprise account. There wasn't an indication as to what the difference between the two was, only that one cost more than the other. Considering that each minute plan and service provision is a different item to select from in one huge drop down list it's amazing that i didn't have more problems. I talked to our corporate rep on how this was causing serious confusion in their call centers, and to my surprise less than two weeks later it was fixed. I assumed that T-moblie would send a memo to its call center management telling them that it was a training issue but instead they actually fixed the wordage in their CSR interface.
They still mess up roaming though. Even though when any CSR accesses our corporate account they are greeted with a pop-up explaining how to add int'l roaming to a voice-barred BlackBerry, they can't get it right. I've made it my standard procedure to call t-mobile 2x and talk to separate people to make sure the roaming features and provisioned correctly. Even then i still have problems. Considering none of those CSR's are making over $15/hr I don't get upset at them too much. Don't take this as a bash against T-mobile...I work with them the most. The little i work with for Verizon and AT&T has been the same. From: [email protected] [mailto:[email protected]] On Behalf Of Ceron, Carlos Sent: Tuesday, July 13, 2010 1:09 PM To: 'A list for BES Admin's to discuss issues, etc.' Subject: Re: [Bes-admins] Question about providers Thanks. I've noticed this on both AT&T and Sprint. You'd think if the 16 year old skater kid would change something like texts limits (or whatever) they just make the change and not jack with the rest of the account but maybe that's why I'm not running a telco, I'd be too good of an idea. Thanks again. Carlos Ceron Network Analyst Office of Technology and Information Services The University of Texas System Phone: (512) 579-5064 Fax: (512) 499-4599 E-Mail: [email protected]<mailto:[email protected]> From: [email protected] [mailto:[email protected]] On Behalf Of Eggan, Mark Sent: Tuesday, July 13, 2010 11:14 AM To: [email protected] Subject: Re: [Bes-admins] Question about providers I've noticed this a lot on AT & T. The customer gets a 2nd phone on their account. Then upgrades to Family Plan. At the same time, they decide to get unlimited texting. This changes their account for some reason. Of course the above happens once every couple weeks. Remember: even if your employee swears that they made no changes to the account, their 16 year old skateboarding pimple-faced kid could have made changes to the account if he/she gave the family access. Thank you, Mark x8142 P Please consider your environmental responsibility before printing this e-mail From: [email protected] [mailto:[email protected]] On Behalf Of Ceron, Carlos Sent: Tuesday, July 13, 2010 9:10 AM To: 'A list for BES Admin's to discuss issues, etc.([email protected])' Subject: [Bes-admins] Question about providers Random question, does anyone know why a provider will remove the BES data plan and replace it with a BIS data plan? Seems to be happening pretty frequently (I'd say once every 4-6 months) I'll have a user call in saying that they can no longer receive email, sure enough ends up being the provider changed their plan to a BIS plan. Does the provider get more incentive (or a kick-back) if they have more users on BIS than on a BES data plan? Just wondering if anyone has any insight. Thanks -Carlos Carlos Ceron Network Analyst Office of Technology and Information Services The University of Texas System Phone: (512) 579-5064 Fax: (512) 499-4599 E-Mail: [email protected]<mailto:[email protected]>
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