I wanted to take advantage of the
Smartphone Trade 240039 P669 online via self-service.
Also because it was waiving the activiation cost. I tried over 10 devices, and 4 different device upgrade workflows and none would work on any promotion if the trade-in device has a $0 fair-market value. The process is successful if the device you are trading in, has a trade-in fair-market value of $5 or greater, which is the lowest I have seen it. I know it is a bug because this didn’t used to be an issue in the past(trading in any device, even if the trade-in value was $0).
This increases customer contact(unecessiarily). Instigates a store visit to complete the upgrade which subjects the customer to cramming and other liabilites associated with in-store transactions. While I have you, why can’t business customers ship to store/store pick-up like consumer accounts?
Improve self-service: Provide us the option to add a “down payment” towards any amount we want to finance on EIP. Why stores are only allowed to do this annoying. Why stores are ony allowed to apply the fair-market value of your trade-in towards your EIP finance amount is another pain point. I don’t want some random dollar amount or change on my bill if I can control what I Am financing or paying the better, I hate random weird bill amounts. For example, the device is $168, they will give you a $5 “bill credit” well 168/7 is 24 months; 163/24 is an ugly number and just stupid - just put the $5 towards the EIP or just keep the $5 and make it a simple even number - at least give us this flexibility if we are that detailed about or finances and billing.
I really don’t understand why it seems like they are against self-service, yet complain about customer contact and hold Agents to unreasonable NCI/NPI or whatever the ‘metric’ is.
