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leaks

Tmobile Call Center Bans Kleenex

Update on that outsourced Tmobile call center that banned paper and pens earlier this week: our insider reports that Kleenex is now verboten as well. He furthermore notes that, "paper and pens, if they are to be used, have to be signed out from a supervisor. When signed back in, the paper is shredded by the supervisor." Any reps feeling the need to cry about their vaporizing dignity can use the back of their sleeve, after their request form is approved. A comment from our previous post explains why this might be a bad idea...

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9:00 AM on Fri May 9 2008
By Ben Popken
8,425 views, 54 comments

Latest by pigeonpenelope: So I've asked friends, no call center in California and certainly, TMobile doesn't outsource Business Care (business credit, yes). I agree with a previous post that the Consumerist is getting its chain yanked. There is no reason for a call more »

leaks

Tmobile Forbids Use Of Paper and Pens In Call Center

An insider reports that a Tmobile call center has outlawed customer service reps having pens and paper out in the open. According to our source, the outsourced Business Care facility in Sarnia, Ontario is concerned about reps making off with data. Pens, paper, pencils are not to be left out on the work areas. If they are used, they must be put back inside the desk and locked after use. This has "made life considerably less pleasant for them...There are a number of reps who write faster than they type, so they use a notepad as a sort of buffer." Even photographs and other paper items on cubicle walls will have to be laminated to insure they're not used as illegal writing surfaces. The tipster says Startek-run call center is conducting an audit today to insure compliance with all of its new, policies. It's a good thing that no one working at Tmobile might have access to a small electronic device capable of data input and transmission.

3:35 PM on Wed May 7 2008
By Ben Popken
7,664 views, 69 comments

Latest by Jabberkaty: *shudder* So cold. So very cold. I honestly feel very sorry for anyone who has to work in such a soul-sucking job. *makes a note - on paper - to be nice to a CSR* more »

phone numbers

Reach Qwest Executives

Here's a bunch of contact info for Qwest executives, lifted straight from their company directory. Got an issue with a residential landline or DSL? Problem with Qwest iQ Networking products? Concern about Qwest business related network support? Concern about Qwest marketing? Need to know who to send a lawsuit? Just need to get a message straight to the CEO? Inside, executive contacts for all of the above. More »

9:55 AM on Mon May 5 2008
By Ben Popken
2,105 views, 7 comments

comcast

2nd Insider Says Comcast Indeed Decentralizing Network Operations Centers

Another Comcast insider says that the cable company is decentralizing its two main network operation centers. He says this is because of Comcast's different regions groups complaining about losing customers due to outages they had no control over. In addition, he suggests that while it might result in a better network, it may also lead to higher prices. More »

9:00 AM on Thu May 1 2008
By Ben Popken
2,117 views, 7 comments

pr

Circuit City Denies Its In-Home TV Calibration Is A Total Scam

Speaking on behalf of Circuit City in regards to our post, "Circuit City's In-Home TV Calibration Is A Total Scam", Mike Vallebuona of New Media Strategies (a company that protects its clients from "online attacks, rumors and misinformation") send us the following pulsating pile of drivel: More »

3:04 PM on Wed Apr 30 2008
By Ben Popken
12,830 views, 51 comments

ripoffs

Insiders: Circuit City's In-Home TV Calibration Is A Total Scam

According to a Circuit City employee, their in-home tv calibration service is a complete ripoff. Basically they give the employees glasses like you might get at a 3D movie and they're then supposed adjust the balance and contrast and brightness with the remote control. When he complained to his manager, his boss said to just, "make believe you're changing some settings. When you're done, tell them how much better their TV looks. Besides, once you perform the calibration, they can't get a refund." Will we soon see Circuit City in-home calibration kits being hawked in the back pages of Boy's Life? Full letter, inside... More »

12:30 PM on Tue Apr 29 2008
By Ben Popken
16,559 views, 54 comments

Latest by starbuck65: I know this thread is kind of dead, but as a lawyer I have to respond to the people who say that this is legal or illegal and the people who recommend taking one's case to an "unemployment department" or more »

insiders

7 Confessions Of An Apple Macintosh Specialist

It was a dark and stormy night, and the Consumerist team was hunkered down at HQ poring over leads. Suddenly, we heard a ruckus coming from the alley. Footsteps, followed by the sound of breaking glass and a cat crying out as if to say, "OMGWTF?" We ran out to see who it was, but by the time we got there they were long gone. Only the noise of faint footsteps could be heard dissolving into the distant hum of the night. I glanced down and spotted something on the ground. As I knelt down to pick it up I saw it was a tattered white envelope bearing the words, "7 Confessions of an Apple Mac Specialist." Its contents, inside...
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9:00 AM on Mon Apr 28 2008
By Jay Slatkin
145,980 views, 98 comments

Latest by FavoritAccident: I've been reading the comments from other users and I'm surprised at what some former employees (or girlfriend's sister) are saying. At my store we are about making lives better, if that means the customer not getting attachments, then more »

Comcast Decentralizing Network Support Groups? A Comcast insider part of a network operations group tells me that Comcast is doing some behind the scenes reorganization and decentralization so as not to suck as much. The insider says:

9 comments

sprint

Sprint Reps No Longer Allowed To Quote Customer In Quotes In Case Of Subpoena?

Interesting, completely unverified, tidbit from an anonymous Sprint employee: "We're no longer allowed to quote the customer in our notes [on the account] because if they're subpoenaed by a judge then they'll be evidence proving they're telling the truth regarding their situation." Any Sprint insiders care to comment?

(Photo: Maulleigh)

1:00 PM on Wed Apr 23 2008
By Ben Popken
9,063 views, 64 comments

insiders

5 Confessions Of An Apple Tech Support Supervisor

A tech support supervisor, from what we figure to be Apple, has stepped forward to break down some behind-the-scenes workings with his underlings who sometimes make both his and consumer's lives difficult. For instance, one of the reasons you might be on hold so long is agents using fake work codes to avoid taking calls. Also, we know that metrics rule the call centers, but, in one of the confessions, he talks about how not only is it important to not go over your average handle time, you also can't go too far under. Just strive to be perfectly average, and you'll go far... More »

12:00 PM on Fri Apr 18 2008
By Ben Popken
18,667 views, 52 comments

Latest by TheJollyGreenGiant: As someone who takes those "let me speak to your supervisor" requests at a call center, I must agree... the kinder you are the better service you will receive. You do not have to be upset AND rude. I've taken on more »

leaks

Internal Documents Show Why Verizon Isn't Fulfilling Advertised Discounts For Tens Of Thousands

These internal Verizon emails, sent by the same insider and as a a followup to "LEAKS: Insider Says Verizon Isn't Fulfilling Advertised Discounts For Tens Of Thousands," shows why some of our readers have complained about Verizon offering them one price and billing them another, and then being inflexible in offering service credits. It appears to show that Verizon mailed out a half a million "Blitz" promotional rate cards, then decided it was an error and pulled the offer from the computers. Then Verizon let people get the advertised offers, but only if the customer specifically asked for it. Around the same time, on March 3rd, management cuts the discounts reps can give to $150. Two weeks later, it's $50. Two weeks after that, it's zero. Even if a customer was overbilled and legitimately deserved a credit, tough titties, Texas, you weren't going to get it. Verizon insider's explanation, rebuttal to the response by Verizon PR pointman John Bonomo, and the internal emails, inside... More »

9:05 AM on Fri Apr 18 2008
By Ben Popken
12,424 views, 60 comments

Latest by lase170: IT'S ALL 100% TRUE, TRUE, TRUE! I too worked for verizon in NJ and was so disgusted too with all those emails and calls from customers that we were unable to help. Let me also respond to NOW to this comment that more »

leaks

Merck Ghostwrote Vioxx Studies For Doctors

Newly unearthed documents may reveal that Merck Pharmaceuticals ghostwrote dozens of Vioxx studies and then paid well-known doctors to put their name on them as if they wrote them, according to a new article to be published in The Journal of the American Medical Association (JAMA). In one instance, a draft version of an article to be published listed the lead author as "External author?" Dr. Steven H. Ferris, one of the doctors whose research was questioned, call the article "simply false", its allegations "egregious." Let's see what the JAMA article has to say about the study Ferris supposedly worked on: More »

8:37 AM on Wed Apr 16 2008
By Ben Popken
2,379 views, 31 comments

Latest by arby: @Mitch6: So, how do you like working as a Niaspan rep? more »

leaks

Secret Document Reveals How To Be A Taco Bell Superstar!

If you, like so many grade-school children, dreamed of one day working at Taco Bell, but worried whether you had the technical aptitude to master their complex procedures and delicate processes, study this Taco Bell insider document, snagged by ANIMAL, and possibly the most scintillating of all the leaked materials we have ever posted, and you'll have a leg up on all the former i-bankers clamoring for the same position. Flowchart in full glory, inside... More »

1:58 PM on Mon Apr 14 2008
By Ben Popken
13,586 views, 88 comments

Latest by arachnophilia: OMG. "no further suggestive sell." my respect for taco bell just went up. seriously. more »

leaks

Exclusive: AOL's Collections Guide Encourages Agents To Lie And Deceive

An anonymous tipster sent us AOL's 153 page internal collections guidebook for prying money out of delinquent account holders. The guide shows that AOL is following some of the debt industry's most egregious collection tactics by encouraging agents to deceive and lie to customers. After the jump we present AOL's scare tactics, tricks to negotiating a substantial discount, and the full collections guide. More »

6:00 PM on Sat Apr 5 2008
By Carey
12,247 views, 63 comments

Latest by WraithSama: @KD17: The writing's on the wall for AOL and NetZero. Neither have the ability to provide broadband access, only dial-up. Broadband usage is at an all-time high, and soon everyone will be on board. The market for these archaic companies more »

leaks

Interview With ATA Insider On Day His Airline Went Bankrupt

ATA airlines abruptly ceased to exist this morning, leaving travelers to scramble for refunds and alternate booking arrangements. An ATA insider took time out from looking for a new job to give The Consumerist the inside scoop:

ATAinsider: The airline lost an important contract [with Federal Express] that involved the AMC [Air Mobility Command] and became financially insolvent. As of this morning, they filed and we have essentially closed. With the prices of fuel, all the eggs are in the charter basket right now. So since we lost our bread and butter contract, we couldn't afford to do scheduled service.
benpopken: Did you find about it before going to work today?
ATAinsider: I did not, but it was on the news, apparently the press release was at 0500.
benpopken: What was the mood like once people started finding out?
ATAinsider: Very sad. It seemed somewhat inevitable, but we all had hopes, you know? People had been there for 25 or more years and the worst part is, their loyalty paid off for nothing in the end. Seems to be the state of affairs anymore.
benpopken: They won't be handing out any gold watches, that's for sure.
ATAinsider: Nope, and the best anyone can hope for is unemployment.

For passengers seeking information on ATA refunds or rebooking, check out this post.

1:00 PM on Thu Apr 3 2008
By Ben Popken
3,587 views, 34 comments

Latest by Buran: @jamesdenver: Those aren't that old, as someone has already pointed out. They look old because the 747 has been in service since about 1969, but it does so well that it's still produced. There will be a new version soon, more »

insiders

LEAKS: Best Buy To Purchase Wal-Mart

Some shillyshallying office worker came across some papers jammed in the Best Buy shredder that purport to show that Best Buy is going to buy Wal-Mart. Normally I wouldn't sully the pages of The Conglomerist with such treacherous murk, but, irregardless, the news is just too good to keep to myself. If true, this would be the best thing ever to happen to consumers as two of the most kickass companies in America combine forces. Just thinking of of the cost-saving efficiencies provided by the vertical integration makes pleasure crystals ooze shoot out from my pores and explode all over my cat's face (don't worry, he's ok). Oh, and so he can be fired, this traitor's name is Ryan Smith More »

5:56 PM on Tue Apr 1 2008
By chadsteelgate
6,096 views, 47 comments

Latest by karlmarx: Thats just a scary thought, two of the worst retailers merging together, not even funny... more »

sub-prime business opportunities

How To Get An "Iffy" Loan Approved

Sometimes when you're trying to get a borrower approved for a mortgage the system will tell you something stupid like "this person is not qualified." Luckily, this internal document from Chase shows a few tips and tricks you can use to tweak a borrower's profile so they can get a stated-income asset loan (which recently has received the unfair pejorative of a "liar's loan" by the sensationalist media apparatchik) a piece of The American Dream. It's specific to Chase's internal loan approval system. Irregardless, many of the principles have universal application, no matter what level of the fast-paced exciting field of sub-prime mortgages you work. Highlights:

1. Bundle all compensation as base income, don't break it down to commissions, bonuses and tips
2. Add gift funds to the base income
3. And if that still doesn't work, just top off the income with an extra $500!

Full document as leaked to The Oregonian (turns out journalists are good for something other than reprinting our press releases, at least now the rest of us can learn from these advanced tips), inside...

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1:00 PM on Tue Apr 1 2008
By chadsteelgate
4,925 views, 29 comments

Latest by RandomHookup: Umm...they're not my kneepads...they, umm, belong to a friend who left them. She's from...Canada. more »

rumors

XM-Sirius Merger Will Double Monthly Prices?

What does the XM-Sirius satellite radio merger mean for XM customers? Well, according to one customer service rep, it means mean prices are going to roughly double in May. Here's what she said to one of our tipsters:
This is strictly confidential, but all the paperwork is signed and ready to go, and XM has fully acquired Sirius Radio. Come May, there will be a substantial price increase for XM Radio, as it will, in June or so, host all the Sirius channels. It would be best to simply extend your XM plan as we will honor your current contract price per month before we begin hosting the Sirius stations.
The tipster said he believed she said the price was going to double. Perhaps the customer service rep just wanted to score a renewal, but if true, it would certainly at least be ironic considering when the DOJ approved the deal was they said, "the evidence did not show that the merger would enable the parties to profitably increase prices to satellite radio customers." However, reader comments on this post and this post over at Orbitcast say this customer service rep is full of pure baloney.

11:29 AM on Mon Mar 31 2008
By Ben Popken
5,173 views, 78 comments

Latest by MajorXP: When did the Consumerist become a rumormongering site? more »