Cricket no longer changing ESN over phone

I

icybitter

New member
I called in last night to change my ESN to a BB. Rep said they no longer do ESN changes over the phone as of 5-11-2009 and referred me to a full service center. What is the point of this? She said it was to protect my privacy. Protect my privacy of what? OK, end of rant........LOL
 
I was all fired up, ready to get started until I called customer service last night to get new service. What a bummer. I had to go to the store.

I wasted about 1 1/2 hours in the store. The nice lady argued with me a bit. That my Sprint Touch Pro wouldn't work with Cricket because it wasn't on the list of phones that could be flashed. That the phone had to be flashed before I could get service. That no one has ever came in to set up service and they were going to flash themselves.

She made it very clear that if I break it I'm out first months service. Then she finally set me up. I couldn't convince her it was ok to say I have a Motorola Razor V3C.

I was going to ask here if someone could've set me up from another state by calling them just so I wouldn't have to go through the aggravation. No stores here answer there phones.

It wasn't the corporate store. Someone from another city came in to teach flashing. Said Touch Pro is easy to brick but I haven't read any doing that here.

Thanks to all the good people that contribute their vast knowledge. If I could only remeraber all the little tidbits I read here and there. Wealth of info.

Sorry if I said toO much.
 
Cricket has 2 types of call centers. One for high fraud markets and the other for standard markets. With the high fraud markets, EVERYTHING must be done in a retail store. That includes all changes to accounts, activations, add-a-lines, and so forth. Everything that requires a fee or other charges be collected. The other call center is supposed to be able to handle everything else. Again, depending on the market there may be other limitations.

Cricket is moving away from their HO system to a CID/RSR system. This is almost identical to the CID/ISR system we indirect and premier dealers use now. Although, they have one or two extra functions, like lookup ESN.

The retail stores and the call centers are now on the CID/RSR system. Although they may still have access to HO. They may choose to use HO or not depending on how brave they are since Cricket is monitoring its use heavily.

We have not had any problems doing ESN swaps via any method in my market. However, they 611 call center is requiring payment up front rather than putting it on the bill. If the customer refuses, they they direct them to a retail store. ANY retail store, corporate or indirect.

As for flashers who cannot do ESN swaps on the phone. I suggest you develope a relationship with someone at a Cricket corporate store who can do the swaps and put the fee on the bill. The corporate stores still have that ability. At least you both can continue to benefit the customer.

If you local Cricket stores are telling people they can't activate a flashed phone, then I would suggest you go talk to the people there and show them it can be done and how it works. Developing a relationship with the corporate Cricket will take some time, but it may help you in the long run....

Shorty
 
are you guys being denied same day esn swaps? that is when you change esn the same day the account is created, or the same day an esn sap has already been done. that has always been the policy, but i found out newer more stricter rules were set down sometime this month.
 
ive done tons over the phone today, yesterday..lol

also, they are pushig it to store so stores can make a few more bucks

also, cricket will start authorizing independent dealers to flash/add foreign esn's so this is all part of it
 
That sucks. Gonna make it harder for me and a lot of other non-store flashers. I'm ready when you are clutch, lol.

And they should have an online ESN changer, even if it costs money.
 
Yes via the Hotline. But I can now do them in CID. I couldn't before. Weird.

I did an activation, and since they removed the ESN verification (hex/dec) I made a typo. Took me 30 minutes to find out that the Hotline couldn't do it, and I could in CID now.
 
i dont think they do it any more , i try to do it they said to me the same thing like the other guys and one of my frienRAB also got the same thing so i dont think they do it any more over the phones
 
cid is intellegent about the status of the esn. it knows if you are replacing a new esn with a different new esn (ok), or if you are trying to put a used esn on there(fraud).
 
how is this different from PMO?

OP: you might have a fraud alert or something on your account if they refused it. i haven't heard anything specifically about them not doing ESN changes through CARE.
alternatively this could be part of the pay or waive campaign where customers are now asked to pay for everything up front when making a change to the account, prorations included.
 
I don't know why that Rep gave you such a hard time thats just bad for business. That irritates me, as an indirect rep I do everything I can to help customers out. Not like its a big deal to put it in as a V3C either.
 
My IAM confirmed this today. But he said that a lot of the CS reps are getting confused and not doing *any* ESN changes over the phone. He said he was going to send it up the chain we'll see if it gets resolved.
 
I called the dealer hotline yesterday and they said the same thing that they weren't gonna do an esn change so I hung up and called and another guy answered and he didn't say anything about it and did the esn change... i had a customer come in and said she called 611 and they wouldnt do an esn change for her.
 
same here I usually change esn on my phones atleast a couple times a day I called yesterday they wouldn't change it and tried again same thing and today I called for a new activation on cid and they wouldn't do it unless I explained what was going wrong cricket is being gay
 
That's real weak. Now the Cricket stores are just going to convince the customer they can't activate the phone, or the flashed phone is not supported, so they can sell their phones.
 
Random,

Yep, that is a good thing until you have someone who has broadband and does not know their broadband nuraber. Then you gotta call someone else cause CID will not let you put in the name only. You have to have the account nuraber or MDN of the broadband card. Most customers do not know this when they come to pay their bill....

Do you know of a way around the nuraber or account nuraber requirement? The old workaround of spacebar tab key no longer works.

Shorty
 
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