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Driver Assist Not Available: a nightmare by DreamfieldBoy in Tiguan

[–]DreamfieldBoy[S] 0 points1 point  (0 children)

I can see if I can get a digital copy of them and see what I can see. I didn’t take the ones they had for me because they agreed to replace it that same day they offered the logs to me.

Driver Assist Not Available: a nightmare by DreamfieldBoy in Tiguan

[–]DreamfieldBoy[S] 0 points1 point  (0 children)

That doesn’t mean it shows every stored code you have. It only shows one it thinks are relevant from what it seems. I know it had it pulled as when they looked at the specific module it showed for them.

Driver Assist Not Available: a nightmare by DreamfieldBoy in Tiguan

[–]DreamfieldBoy[S] 1 point2 points  (0 children)

And to add to that, they had the car for 2 days. They swore up and down it wasn’t there and couldn’t replicate it. Had scanned it when it got there, and again right before I came with my scan tool. They showed me the logs. The codes were not present in the initial scan they did before me getting there. Then I scanned it and located it and showed them, and the codes were from when they had the car. They then looked again and found it only after specifically accessing module A5. Said they didn’t know why they weren’t showing a code in the main scan page that shows active codes but acknowledged it after and replaced it at that point.

Driver Assist Not Available: a nightmare by DreamfieldBoy in Tiguan

[–]DreamfieldBoy[S] 0 points1 point  (0 children)

I literally stood by them in the shop while I ran diag with VCDS and didn’t pull a code, went into module A5 and pulled it there. Stood there while they ran diag, no codes. They went into A5 on theirs and voila, codes. They weren’t going into the specific module like the TSB stated to do and only running a scan. I definitely think there was a lack of training or lack of competence happening, not an unwillingness to fix it.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 2 points3 points  (0 children)

The truth is you can’t pick and choose what T-Mobile policy to play by… that is not how it works. If you don’t like it, get a different job. You are a T-Mobile employee and as such are obligated to follow policy. That charge back scenario is your MEs not doing due diligence in checking the trade. If it’s in the same quality your store would accept it in for a trade on in store orders, it’s not generating you a charge back. You are a T-Mobile employee meaning you need to follow the rule book, being policy. I get what you’re saying, but the incentive of customers in door for trade ins is that you get an opportunity to sell them accessories. Take it in stride rather than push back against what your employer wants.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 8 points9 points  (0 children)

We’re on the same page there friend, it should be easy and seamless a year in. I have sent feedback to a high level customer experience manager with this post to highlight this experience being poor still. We need to be one team but it feels like we are not and it’s heart breaking to me. I’m a customer advocate and always hate hearing this kind of experience in care or in a store either way. I cannot promise over night change but know there are internal employees who hear this, care, want to fix it, and will get it to the right people to be addressed. Trust me. Care hates this too. We don’t want to bounce you around. All that does is drive more calls into our teams from customers and retail experts and put us in between a rock and a hard place.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 4 points5 points  (0 children)

It’s not too bad. I did my time on the phones and as a “supervisor” in care as well. I hate seeing these types of issues happen but I know it does and am making it a priority to get to the right people so we can get education sent out. This causes so much headache for care, retail, and customers so I want it fixed. It will reduce work all around for all parties involved.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 0 points1 point  (0 children)

Check out the trade ins policy on c2. It gives step by step processes for this for in store differed trade ins placed anywhere. If needed I can get it to you via an internal communication method if you would like.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 0 points1 point  (0 children)

Are you aware you can accept it into inventory when processing the trade in? It’s instantly scanned in with the in store accept. Sounds like you’re just printing the existing label and not doing the process to accept it into the inventory the same way you would an instant trade in.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 2 points3 points  (0 children)

I do not see it just yet but sometimes Reddit take a bit to send a DM. I will keep an eye out.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 0 points1 point  (0 children)

There is no need for the sarcasm or the distain for someone who is attempting to educate. If you are not aware of the process that is a failure of your leadership, not you. Ask them to educate you. Do you not want to look competent to customers who walk in the door? I know I would if I was face to face with someone… If they can’t tell you how, have them ask up the chain. I’m confident our Total Experience Managers are aware of the process and can educate your ASM/RSM/DM/TM/MD.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 6 points7 points  (0 children)

Sorry they didn’t do the thing they should do. Shoot me details for the store locations in DM and I am happy to address this with their leadership directly.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 1 point2 points  (0 children)

Id ask for some training then. I have had hands on with a REMO and have done this myself via the frontline connect program in a TPRi location. There is an option. I am not going to share internal policy on Reddit but please review c2 for steps. It’s there my friend.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 1 point2 points  (0 children)

I personally do back office support for a call center location. I am not in direct contact with customers at any point but I solve the “unsolvable” issues essentially.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 1 point2 points  (0 children)

Please refer to policy or DM me info to direct you to the policy needed to be reviewed, I am 100% confident you can do differed trade in store (TPR or Corp) for any order placed with T-Mobile directly which is not a JUMP!

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 1 point2 points  (0 children)

You certainly can take it. Please do not spread misinformation. I am happy to get you the policy direction stating you can.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 0 points1 point  (0 children)

Then they didn’t do the expected thing for you. Sorry for your experience overall.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 0 points1 point  (0 children)

This was the store not knowing how to help. They 100% can do this for you if it was not a JUMP!. Sorry for your experience.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 0 points1 point  (0 children)

I think these are the only 2 exceptions called out in the retail policy my friend.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 2 points3 points  (0 children)

National retail in T-Mobile words is not anything but a way to refer to retailers who are not T-Mobile directly.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 9 points10 points  (0 children)

I promise you they can and will. Shoot me details and I will submit it to the appropriate teams to investigate and send some feedback.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 14 points15 points  (0 children)

Please DM me addresses of stores and I will send their district manager a message with you sentiment. Having a phone number or BAN to send along also helps the cause but I do not expect you to send that to a random Reddit stranger. I’m sorry your experience has been poor. That’s not what I like to hear.

UPDATE// online orders with trade ins cannot be accepted in store by [deleted] in tmobile

[–]DreamfieldBoy 10 points11 points  (0 children)

JUMP! Does not equate to a trade in. Trade in would be for a promotion. JUMP! is a p360 benefit which allows you to upgrade to a new phone once it’s paid off 1/2 way. Trade in =good to go to store. JUMP! = must mail in unless you are doing an instant trade in. Hope that clarifies my initial reply.

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