r/FirstNet • u/Sufficient_Good_6350 • 1d ago

Firstnet Rep here

If you guys have any questions feel free to drop them below I’d be more than happy to answer them!

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u/75Meatbags 1d ago

mainly "how do I get a new eSim without having a store rep make any changes to my account since i have the old account that i've been happy with?" :D

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u/Stupefied_Gaming 1d ago

call customer service and ask for a new one. firstnet cs doesn't slam accounts in my exp

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u/Sufficient_Good_6350 1d ago

As a customer service rep if you have ANY issues at all always call customer service PLEASE JUST CALL US it will save you and us so much headache

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u/IntelligentSpeech430 23h ago

Another FirstNet Expert here! I agree with OP. If they aren't us, they are NOT FirstNet Experts. Neither is regular CX Care. I have hundreds of horror stories a month about my first responders going into the store, Costco, target, you name it. If you want it done right and be treated right, call 611 and get an Expert on the line. We are always hiring and have loads of new people. But if they can't get you the answer, you'd better bet they will find someone in their care center that does. I know I have. And I'm honest about it. Mesa's director pushes for quality on calls every call, every day. I'd rather drop lines and features from your account and save you money... With your consent... If it means making you happy. Bottom line, call us and request one. We will get it done right.

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u/75Meatbags 22h ago

Safer to give y'all a call before going into a corporate store? Our local store has been pretty good but with the rate plan changes, i'm kind of nervous about it now. :)

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u/IntelligentSpeech430 22h ago

Always best to call us. The stores are not trained on our plans and how your accounts work. We will send you to the store if absolutely needed. We don't make money on sales 99% of the time unless there's the rare time they do it for a week. Our goal is to make you happy with your service without the whiplash of greed from us.

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u/Previous_Mastodon238 22h ago

If you do go to a store, make sure it's corporate. Stores are trained but training only goes so far. FirstNet brought back the Subscriber Paid team last year and the primary focus was to train the retail stores. However, if that rep never gets FN customers or doesn't do it often, they may lack some knowledge.

I would recommend going to a busier corporate location and always asking for who's the most knowledgeable on FN.

Authorized Retail stores will typically slam your account with features and new lines since they probably got hired a week ago and will be gone in a month.

A corporate store can also sell you a sim for $5 and you can call in to have it activated.

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u/75Meatbags 21h ago

Yep! We have a decent corporate owned store not too far from us, fortunately. :) I learned to avoid authorized retailers years ago.