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Topic # 147374 17-Jun-2014 15:22
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Just called up business sales support asking to change my plan urgently as one of our Vodems had run out of data in the middle of the business day.
The guy on the phone said that because we had an account manager (whom I had never heard of) he couldn't do anything to help, and offered to email the account manager (who would get back to me within 24-48 hours).
Called up the account manager, he had never heard of us before so it was news to him he was looking after our (2 phone number) account.

I called technical support who were much more helpful and able to add some extra data for me while I waited for the account manager to call me back.

This is a stupid policy if you ask me, when I want to make a change I want to call one number (the business sales number), and have it dealt with immediately on the phone. Especially when I say it is urgent. He wouldn't even transfer me to a manager, or see if he could get the account manager on the phone himself.

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  Reply # 1067616 17-Jun-2014 15:27
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Plan changes generally happen on the bill cycle date (not all the time)

Changes going thru account manager is not really stupid as many times changes are requested by end users that are not allowed to make changes, You would be surprised how many end users think they can make changes to mobile connections and then it ends up in a dispute after a service / feature is added like roaming

Not sure for your case

John

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  Reply # 1067617 17-Jun-2014 15:28
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Further to this did the Vodem get a SMS advising you can purchase more data by SMS?

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  Reply # 1067618 17-Jun-2014 15:30
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Hi,

I passed the thread onto a business team manager for feedback. I am sure most of us understand the concept of an account manager. In your case it didnt seem suitable the path the CSR chose to assist you. Not to worry hopefully you are sorted out and it didnt impact you greatly.

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