« on: November 17, 2008, 05:04:07 pm »
After dealing with disgruntled customers and being a disgruntled customer I have learned a simple lesson...
Wether you are calling t-mo care, or in a store, or any retailer (Am Express, Citi Bank, JC Penny, or anybody)
If you call in with an issue or complaint, if you are offered any compensation or promised anything make sure the rep you are taliking to puts a memo on your account. Ask them to read it back to you so you know exactly what it says before you OK to it. If they say something other than what you understood make sure they either fix it or note that is not what you agreed to. If it is not memo'd you have nothing to back your self up with after the fact. ALSO if they offer you minutes or anything it is like a contract, if you accept a $20 credit or 100 bonus minutes to get you by for a quick fix (like say you have an overage of $75 dollars and are suspended and you take the minute or the $20 dollar credit) you have now potentially agreed in a binding way for less than what you needed.
A contract is an exchange of promises between two or more parties to do or refrain from doing an act which is enforceable in a court of law. The parties must have the necessary capacity to contract and the contract must not be either trifling, indeterminate, impossible or illegal. Contract law is based on the principle expressed in the Latin phrase pacta sunt servanda (pacts must be kept). Breach of contract is recognised by the law and remedies can be provided. Sometimes written contracts are required, such as when buying a house. However, most contracts can be and are made orally, such as purchasing a book or a sandwich. Contract law can be classified, as is habitual in civil law systems, as part of a general law of obligations (along with tort, unjust enrichment or restitution).
party 1 offers service or product,
party 2 accepts service or product
they have entered into an agreement/contract
Memo's give you a leg to stand on, any time you change something on your account have the rep memo it, if they back date make sure it is noted also, change even something as little as your texting plan memo it, had a customer change texting plan the rep did not backdate like it was supposed to be done by customers request, the customer had a $300+ overage in texting. The customer had no way to be helped because rep couldn't remember what was done 3 weeks back exactly and bill had already been posted. Once a bill has been posted if there is no notes the customer is hosed....
MEMO's are your friend!!