Originally Posted by
channa
CO Rule #1: Always deny a request when possible.
Definitely not the experience I was reporting on ... The agent quickly went to work attempting to make the change I requested without any pushback. It did take a few minutes, and a phone call, to make it happen, all while the agent was handling other PC customers.
Originally Posted by
channa
CO Rule #2: Always attempt to charge fee, even if unwarranted.
Personally, I'm happy the agent was focused on making my change, and not my status.
Originally Posted by
channa
CO Rule #3: Only waive fee in #2 above if allowed by policy and upon specific request from customer armed with knowledge of such policy. Then play dumb like you weren't aware of said policy.
The question of a fee was immediately dismissed when I mentioned my status, with no questions and no "playing dumb"