<![CDATA[Sprint Dumps Needy Customers - Gizmodo Comments]]> <![CDATA[Sprint Dumps Needy Customers - Gizmodo Comments]]> <![CDATA[Sprint Dumps Needy Customers]]> Those are some of the longest comments I've ever seen. I'm English, and rarely use my mobile [cell phone]. But basically this company is categorically, and purposefully losing it's customers? How does that make any business sense?
And JWP7000, no, you should not be allowed at the keyboard when tired. I had no idea what you meant.


Krondonian

]]> <![CDATA[Sprint Dumps Needy Customers]]> @ Give_ppl_info:
"Techies in the world -- how hard would it be for your phone to report # of remaining minutes whenever you end a call, and a for a little notice to pop up saying "out of network, roaming fee will be charged" when you go into roaming mode??"
Are you retarded? Most mobile devices-especially of the pay-as-you-go variety-tell you EXACTLY how many "units"(minutes) you have left. In terms of roaming charges-you can set roaming or network only on your mobile device, thus avoiding overages. OR, you can go online to your carrier's website and determine where you're at currently.
It all comes down to accountability, as has been mentioned several times in this thread. But it's EQUAL accountability, from the consumer and the service provider. In other words, don't try to get something for nothing, and PAY WHAT YOU OWE. If it's an error, then fight the shitty customer service til it gets fixed, but if you blew it yourself, don't go whining and bitching to a CSR who, 9 times out of 10, isn't going to give a shit. They can see your entire account history, people, quit pretending you've never called to get a valid charge reversed because you didn't want to pay it. Of course, if Sprint screwed up, expect it to take FOREVER to get fixed, but it WILL eventually GET fixed. Maybe. And, just as a general suggestion to all posters here, if you're not sure how to spell or use a word properly, refrain from posting it. You'll make those of us with a working knowledge of the English language much happier.




call_center_satan

]]> <![CDATA[Sprint Dumps Needy Customers]]> Sprint & Nextel Billing Department
I have over charges on my cell phone bill that I have never been reimbursed for yet. I have called Sprint billing department over twenty times starting in January and every different person I talked to said there was a problem with my bill, but I could never get it resolved. All my over charges started when Sprint took over Nextel, I was charged for Saturday and Sunday which we have free. and after 9:00 on week days, plus 400 any time minutes. I sent a copy of the January, February and March bill which you can plainly see are weekend calls that I should never been charged for. I had my phone bill automatically taken out of my bank account because we travel in the winter and sometimes our mail does not catch up with us for months. Before Sprint took over my monthly bills run from $58 to $64.00. On January 13, the charges were $190.14, on February 14,they were $134.98 and March 16, $161.38 that's over $485.00 and it shouldn't been more then $192.00. That is the reason I haven't paid my bill.
We stopped are automatic payment for that reason.
Our phones were shut off Aug. 6, 2006.
We feel that you owe us these over charges, our phone calls were never responed to, so we felt this was our only recourse.
We have heard from your credit collectors so would appreciate your taking care of this matter.

Sincerely

Sent August 15,2006









sodbustr

]]> <![CDATA[Sprint Dumps Needy Customers]]> I had sprint for 3 years and suddenly in the 3rd year my bill spiked like the DOW. I didn't change my talking habits or meet new people, customer service if you want to call it that (a$$ clowns) is much more suitable; brushed me off and even hung up and yelled at me a few times. I got out and paid the cancellation fee life was great I had a new carrier and that was cool until 5 mos later they were purchased by guess who? You got Sprint and thus began my billing roller coaster not soon afterwards I cancelled (another 200.00 billed to collections) :0) and have been happy with T-Mobile.

cappaucino

]]> <![CDATA[Sprint Dumps Needy Customers]]> Have any of your ever worked in a Sprint/Netel Call Center as a Phone Tech? I have and there were a few customers I would have loved to fired if I could have. Some are rude, use foul language (which we had to listen to for a period of time) before saying we could say that we would disconnect the call if it continued, over bearing. When Katrin and Rita hit, switching stations were under water, towers down every where, and yet no one was understanding why their "cell phones" weren't working. Well duh, figure it out folks. If your gonna have a cell phone, at least understand how it works and what it takes to make it work. If you drop it in liquid, it probably won't work anymore, or run over it, or just drop it period. This is high tech equipment, would you drop your laptop or desk computer and then expect it to work? If your car went over a cliff, do you really think it will run? Use some common sense and treat your cell phone as you would your digital camara or laptop or any other piece of high tech equipment, with respect and safety in mind. Remember cell phone towers are only equiped to handle X number of calls at a time and they can become over loaded during times like hurricans and Holidays, even land lines overload during those times. I've had it happen to me on a land line, ever hear "All circuts are busy, please try your call again later."?
Next time you call in about your cell phone with a complaint, first stop and think what it is you may have done to cause it to begin with, before you chew the tech out for not being able to fix it on the phone. Some issues must go to a store for repairs if repairable.
Take if from someone who has been on the Tech side of Cell Phones for Sprint/Nextel. Our site gave the best customer service we could considering some of the callers we got.



SoaringEagle

]]> <![CDATA[Sprint Dumps Needy Customers]]> @hatesprint:

"Not to forget the $80 song downloads. I had the power vision included in my plan, they started charging me for it after 4 months, so I called in and had them stop charging me... which they did but also took the power vision off as well. The next month I downloaded a song off of the sprint music player and was fairly happy with the sound of it. After 4 more downloads I was pleased with the way this was actually working... that itself amazed me. But here comes the problem, the next song I downloaded came with a $80 charge instead of the $2.50 I normally paid (yeah you CSR faqks I PAID it and did not complain or want it for free) They charged me $2.50 for the song (which I was expecting) but also added a data plan charge of $77 because I downloaded it from the sprint music player which they charge you 3 cents per k, which does not sound lke much, but it adds up. Why am I now being charged for the song and also the K when it is downloaded - you have to remember that theses songs are normally 300 to 400 Megabetes."

I know this thread has pretty much died out, but just in case you come back and read this...

As far as I can see, Sprint was totally in their right to charge you the $77. Double check some facts with me. First off, you are lucky that songs are NOT 300-400MB, because if they were your bill would have been thousands instead of the $77 that it was. Now let's say your average mp3 runs about 3-5MB (we're gonna do this math with 3MB since it's the cheapest in this range). There are 1024KB in 1MB. Which means a 3MB song is 3072KB. At 3 cents a KB that's 9216 cents. That's $92.16! Add to that the $2.50 charge for downloading the song in the first place and I'd say you got off easily. Lucky for you your song file wasn't as big as my example.

As for being charged in your 4th month for the PV service, that's normal as well... sort of. Depending on the running promotions at the time, Sprint offers 1-3 months of free PV trials when you first sign up with them so that you can see how wonderful PV is. Then once your trial period is up it's up to you to remember to cancel it. Yes it sucks that YOU have to be the one to remember that, but they're not the only one who does that. If I remember correctly other companies do that too, AT&T (previously Cingular) does that with Roadside Assistance. At least PV is something you'd actually probably end up testing out. Whether or not you were the one who forgot to cancel it (and I know many people lie to reps and tell them no one told them about it and thus get it credited back, unscrupulous but true) or the person who signed you up really did forget to mention that they were leaving it on there for you to try, well that isn't really the fault of the CSR that you're yelling at, is it?

Just for the record, no I don't work for Sprint nor am I a CSR for any other competitor. I do happen to work for a tech retail chain, though. (Yes, feel free to bash us too ;) ) However, the point was, that, yes sometimes fault does lie with the service provider, and in that case, feel free to call them up and try and have it corrected. On the other hand, please make sure that it is not a fault of YOURS before you go wasting their time and that of legit callers and thereby frustrating yourself and many others in the process.

Innocent83

]]> <![CDATA[Sprint Dumps Needy Customers]]> @hatesprint:
"Not to forget the $80 song downloads. I had the power vision included in my plan, they started charging me for it after 4 months, so I called in and had them stop charging me... which they did but also took the power vision off as well. The next month I downloaded a song off of the sprint music player and was fairly happy with the sound of it. After 4 more downloads I was pleased with the way this was actually working... that itself amazed me. But here comes the problem, the next song I downloaded came with a $80 charge instead of the $2.50 I normally paid (yeah you CSR faqks I PAID it and did not complain or want it for free) They charged me $2.50 for the song (which I was expecting) but also added a data plan charge of $77 because I downloaded it from the sprint music player which they charge you 3 cents per k, which does not sound lke much, but it adds up. Why am I now being charged for the song and also the K when it is downloaded - you have to remember that theses songs are normally 300 to 400 Megabetes."

Looks like this thread has pretty much died out, but just in case you come back to check on it...

Double check your facts before you go reaming out a poor CSR. Because as far as I can see Sprint was perfectly in their right to charge you $77. First off, songs are NOT normally 300-400 MB and consider yourself lucky that it isn't, because your bill would have have been in the thousands instead. Most mp3 files are 3-5MB. So let's say your song was approximately 3MB, which is about normal (and would be the cheaper of the two). Now if they're charging you 3 cents per KB, keeping in mind there's 3072KB in 3MB... hell that's 9216 cents! Which is $92.16. So I'd say you got off easy. Lucky you your song file isn't as big as my example, huh? But you get the picture. Added to that your $2.50 charge for the song itself, not having the PV package adds up!

As for being charged for the PV on the fourth month, whoever signed you up for your cell plan probably thought they were doing you a favor, because you get to test drive PV for 1-3 months depending on the current promotion. It's then up to you to decide whether or not you want to keep it. Unfortunately for you, either you weren't paying attention at the time it was being explained that you had to cancel it, or whoever signed you up forgot that existed and forgot to uncheck it for you. Either way, it wasn't the fault of whichever CSR you were yelling at. (No I'm not a CSR, but I do work at a tech retail chain - feel free to bash us too ;) ).

In any case, like it was mentioned before, sometimes it is the fault of the service provider, and then by all means, call in and try to get things corrected. But make sure your information is valid and correct before wasting the time that others could otherwise be using.

Innocent83

]]> <![CDATA[Sprint Dumps Needy Customers]]> Technology continues to be a wonderful invention.

Innocent83

]]> <![CDATA[Sprint Dumps Needy Customers]]> I have a Katana phone from Working Assets Wireless. ([www.workingassetswireless.com])The site says:
"Sprint is the network provider only; your service is handled exclusively by Working Assets"

I've had no problems with it, only had to contact customer service a few times. I wonder if they do the same thing for people who call all the time?

This might be a better option than dealing directly with Sprint, and a percent of your bill payment goes to various causes.

Scully

]]> <![CDATA[Sprint Dumps Needy Customers]]> @sprint_rep69:
Okay let me ask you this. What happens when the complaints are valid and each month you keep getting over billed. I'm sorry but everytime I called I got attitude it was automatically perceived that I was wrong I don't have the 2-3 hours each month to correct an error that wasnt my mistake to begin with. Oh and when I talked to your so called supervisor I was treated worse than I was with the other customer services representatives. It comes down to very poor customer service in my opinion.


fight4freedom

]]> <![CDATA[Sprint Dumps Needy Customers]]> This is a joke! I was an excellent customer with Sprint-Nextel for over 3 years then all of a sudden they started over billing me. Am I not expected to call and get it corrected? I'm sorry but if I'm overcharged especially when it happens 4 months in a row I'm going to call it get my bill corrected. They obviously don't give a damn about their customers b/c even after I wrote a letter to the corporate office it still went unresolved. So I cancelled the contract and I will tell everyone I know to never use Sprint-Nextel.

fight4freedom

]]> <![CDATA[Sprint Dumps Needy Customers]]> This is long, but worth the read.

I used to work for Sprint's technical support group in their Bolingbrook, IL center from 10-2002 thru 05-2004 (I left 2 weeks before they announced they were closing that site!) Man, the stories I can tell. Here are my thoughts, but first a bit about me.

I have telecom background, and extensive technical support, customer service, training, quality monitoring and supervisory experience in all those categories. (all this prior to working at sprint) As a field service engineer for a major telecom equipment provider (Alcatel), I was laid off (as a lot of people from equipment makers were. Living close to Sprint and desperately needing a job, I applied. After the interviews, I was not offered a position and told that I was "over qualified". After pleading my case, I was asked "How are you going to be able to pay your bills?" I told him that it pays more then unemployment and once I am there, my skills can make me move up.

Needless to say, I never got the chance to move up. The "next level Tier 2 support" never increased staff while I was there, Team lead openings happened twice. While I did not get the position for team lead (competition was tight and rumor says that me being a white male had something to do with it) the most interesting thing came during a post interview meeting. I asked the department manager "that with the competition for promotions being very tight with the experience that is here that I cant get a promotion, how is your superstar CSR with no supervisor experience going to get promoted?"

The answer still amazes me to this day. "This is not a proving ground for people to wet their feet in management positions."

Here's what that says. No matter how good you are at your job, you will not get a promotion. You will be stuck working on these phones as long as you work here. This means that your good people will leave the company because they do not like the sweat-shop environment, or they will stop caring and become average workers.

In my time at Sprint, I won their quarterly "Peak Performer" award once and twice my bonehead manager did not get my information in on time so I missed out. I still have the trophy to prove it. I was frequently told how nice it was to finally speak with someone who knew what they were doing. I was a quality TSR who wasnt allowed to move up, so I moved out. I now work for a company that was won the JD power award 3 times in a row for excellence in service. (not a coincidence)

Here is the problem with Sprint employees. Majority dont give a rats A$$. They know the consequences are few and far between and very hard to catch. If they are caught, CSR jobs are a dime a dozen, they move on to the next because the employer can not legally give them a bad reference on their next job. Accountability is the word that is missing.

Here is the problem with Sprint management. They do not want the CSRs to fix problems, they want them to report problems and create trouble tickets. They do not empower people that talk to the customers to actually allow them to help customers. I do not know why it is like this. My theory is that they do not trust the people to get it right.

Here is the big picture problem: Distrust breeds on itself. If a CSR knows he/she is not trusted and treated bad, guess what happens? They act that way as their only form of payback. Who suffers? The customer. Their really should be no mystery as to why Sprint's customer service is always ranked last.

Does upper management care about the last place finish in customer service? You bet your A$$ they do. They just do not know the correct way of going about it. The problem is not solved by giving incentives, awards, handouts, and other "quick fixes". It is solved by trust, and trust does not come overnight. Sure, there are people that cant be trusted, but identify them quick, put them on "levels" and weed them out. This shows good people that they can trust management to make sure that the CSRs that are bringing down the pack are taken care of so that the good CSRs will not start to think, "why bother doing a good job, it will not get me anywhere, nor will it get me a better shift to work."

Here's the problem with a lot of sprints customers. Sprint will give anyone a phone if they come up with a down payment. This is nice for honest people starting out. This is not very good for for a business because it attracts a large number of people that like to "work the system" or are struggling to get by.

For the ones that are struggling to get by, I feel bad for them. I've been there. When you are struggling, you are going to fight for every inch that you can because you need it. This in human nature in every sense, whether it is food water or shelter, if you are struggling and you need it you will fight for it. Granted a cell phone is not a necessity, but if it is something that you truly need to make your life easier and you depend on it , then you really need it. If you are struggling you are going to fight for every credit, every $0.50 for every dropped call. This I can understand. The "system workers" I cant understand and despise.

We all know the "system workers". They are the give me something for free or I will cry and even then I still will not be happy because I will pull the same crap next month. I can probably say that if I interviewed the 1000 people that got the letter and reviewed their accounts, that 90% of them would qualify as a "system worker"

Here is the only way to solve sprints perpetual circle of ineptitude. Fire all the managers, fire all the customer service people, burn down the stores, and release all of the customers from contracts. Then in 6 months, hire some managers, open a few stores, hire some customer service people and then start taking on customers.

This will break the cycle of I dont trust my manager, I dont trust my subordinate, I dont trust my customer service. This will break the cycle of mis-trust.

Granted, this cant and never will happen, but the trust needs to be there and it is not there and will not get there. I saw several CSRs get walked out, but never did I see a bungling incompetent manager get walked out. It boils down to accountability. If ALL people are held accountable for their actions (not just the bottom feeder people), then the trust will develop. Until that day comes that sprint employees can trust one another, they will always be mired in last place for customer service and satisfaction.

Dang. I shouldnt be allowed at the keyboard when I cant sleep. Sorry so long, and thanks for reading!

jwp7000

]]> <![CDATA[Sprint Dumps Needy Customers]]> "Control is an illusion you idiot" The only thing that one can control is the way he/she reacts to a situation. If one can not control the way that hes/she acts, then that person's life has no control and is therefore out of control and thus lives in a perpetual state of anarchy.

jwp7000

]]> <![CDATA[Sprint Dumps Needy Customers]]> I ported my numbers a few months ago within the 30 days NOT printed on the back of the receipt despite it saying I only had 15 days like in the days of old when that was true not just put in the receipt printer.

Despite the returns (q and audiovox that misspells "recoreding" as it's pettiest defect) being timely and returnable in fact by the mailer we had already received, we still have them as they refused them at the retailer (corporate store!).

So we continue to be billed for two lines of service, despite them having been ported, we having canceled, and the amount of the bill being insane.

It includes the full price on the replacement phone we paid for in full when we agreed the return the 'free' el cheapo phone for the $150 credit. So they billed us twice for that phone in other words and have not refunded the moneyu we paid for it- DESPITE THEM NOT BEING ABLE TO STOP UPS FROM SHIPPING TO TO SOMEONE AT COMPLETELY DIFFERENT ADDRESS THEN THEY HAVE ON FILE FOR US.

I'm not making this detail up. They shipped a phone that wholesales at about a grand, possibly more then half a dozen times, to the wrong address. (they claimed 7 times relatively early on)

I suppose had I not taken the nearly thousand dollar hit for under a month of service on two lines they would of offered to cancel my service. Once when I asked if the gal who answered my call had ever been in the same room as a phone she threated to terminate me over that "racist remark".


Our modern operators in other words are hired to listen. Almost all who complain will just go away after spending some time being heard or at least being tricked into that having occured.

Sprint's corruption is bottom up and top down. At it's heart it is set to exploit and so far has been extremely competitive in doing so.

It refuses to grant hispanics by and large for example the family discount that is very very substantial for plans of 3 to 5 lines. Instead they charge them a deposit of $200 for each of two lines. But to end up with FIVE LINES anyone without a social serial number or a marginal credit history (for examply you used student loans exclusively instead of plastic while in school) must have THREE accounts all with the about $30 base charge. So people of color pay a hundred bucks about per month more. They are the racists and there profit model is dependent on no amount of deposit from such customers being sufficient to have the additional lines be half of the second line ($20) instead of even more then that!


houseman

]]> <![CDATA[Sprint Dumps Needy Customers]]> I am a Nextel subscriber (almost 6 years) and my fiance is a Sprint Subscriber (almost 2). I just want to say this. Most companies have problem customers, and I have to agree with a few posters that the customer is NOT ALWAYS RIGHT. (As stop and shop states, The customer is not always right, but we will help them to our ability). I worked for a convenience store for almost 4 years and let me tell you, I got some fruitcakes but I got alot of decent people that were just having a bad day, which we can all relate to. The customer service I had with Nextel wasnt bad, I did have some problems but they were usually dealt with fairly and decently. But f#ck me, I sure as hell CAN NOT STAND sprint's customer service PERIOD! I can call Nextel side and be connected within 30 seconds - 5 minutes on an average of when I call. When I had to call sprint for problems that were on his bill, they are horrible for service. Most of the time I received a person who I couldnt understand because their accent was very thick, or I got some blowhard who wanted to get their required time of less than 5 mins. We had a problem with his cellphone, and when he got back from serving 2 tours in Iraq, they put him on a plan with a certain number of minutes and bcuz he was so happy to get back alive he called like everyone and their mother LOL. The problem wasnt them, but every month his bill was like $200 a month. I finally convinced him to get it changed to a better plan, and thats when the stupid problems started. They switched the plan no problem, but when his phone broke, it was like pulling teeth to get it fixed. Finally we bought a new one (which cuz he changed his plan before the 1 yr was up, we had to fight to get them to give him the discount they said he didnt have the plan that long, not counting the fact that he was already a customer before the plan change.) , and we found out that they put him on a business plan, not a regular one. Then they said he was a new customer and he had to pay a new deposit. It took me 6 hours and i cant even remember how many calls to get it fixed. I was on hold at 10pm for 1 1/2 hours just to talk to a CSR. I FELL ASLEEP WITH THE PHONE TO MY EAR LOL. By the time i was helped it was 12am. A high call volume at that time? During this time they couldnt figure out what happened to the old bill, why he was switched to a new bill, and why his bill was like $500. They told me to call back in a week which during this time (it was only 3 days since i called them) they promptly shut his phone off for "non-payment" which resulted in me having to call them again to turn the phone back on. Again they still did not know where his phone bill was LOL. Finally after 3 months of this BS we finally got the bill, both of them lol for the old and new service and the "deposit" put on and then credited to his account(I spoke with Michael,a supervisor, who was excellent). Needless to say, I dont want to call them ever again in my life, i rather bungee jump off a bridge and I'm afraid of heights. Sprint shouldve stuck with their own stupid company. (o_O)

kittakat

]]> <![CDATA[Sprint Dumps Needy Customers]]> Just wait until Alltel hears about this one. I can't wait for the commercial to come out with a sprint customer asking the Alltel rep if they will be cancelled for calling Customer Service too much. LOL

shinnfmly

]]> <![CDATA[Sprint Dumps Needy Customers]]> I have a treo 700p and with mvoice i now record my customer service calls. which i intend to put on line in the future. I take their language of "this callmay be recorded for quality assurance" to mean i can record for quality assurance .. so should you. The FCC complaints help to force a mandatory written response from a telco within 30 days. But the FCC rarely enforces much. A catalog of the crappy service calls from these carriers also could have an ameliorating effect.. take it to the court of public opinion.

dreadstar

]]> <![CDATA[Sprint Dumps Needy Customers]]> @123456a654321: And ATT will hand your data right off to big brother.

dreadstar

]]> <![CDATA[Sprint Dumps Needy Customers]]> Not to forget the $80 song downloads. I had the power vision included in my plan, they started charging me for it after 4 months, so I called in and had them stop charging me... which they did but also took the power vision off as well. The next month I downloaded a song off of the sprint music player and was fairly happy with the sound of it. After 4 more downloads I was pleased with the way this was actually working... that itself amazed me. But here comes the problem, the next song I downloaded came with a $80 charge instead of the $2.50 I normally paid (yeah you CSR faqks I PAID it and did not complain or want it for free) They charged me $2.50 for the song (which I was expecting) but also added a data plan charge of $77 because I downloaded it from the sprint music player which they charge you 3 cents per k, which does not sound lke much, but it adds up. Why am I now being charged for the song and also the K when it is downloaded - you have to remember that theses songs are normally 300 to 400 Megabetes. When I called in about this problem, the rep was nice but not able to understand the problem so I got the supervisor from hell. (Karen - Rep ID CTHORP02) Not only would she avoid answering my question for several minutes, when she finally got to it she said simply - No it is your problem you have to take it up with some other company because you used their service and they charged sprint and then sprint charges me (with a huge markup). I guess this is par for the course since no other companies have accountablity. I also think that the idoit bush is doing a great example of not taking responsiblity, not being accountable, avoiding his customers (the people of this great nation) and all these companies are following his lead.

hatesprint

]]> <![CDATA[Sprint Dumps Needy Customers]]> "I currently work for a Sprint customer care center, and every day that I go to work I take between 110 to 135 calls." Sprintrep_69 please.... I have been with the company for years and the ONLY way you're taking that many calls is if 1) you're not really taking calls but leaving your phone system in "available" and letting the cust simply hang up and call back. and if that's the case I seriously doubt you would be able to do that for your entire shift without WFM noticing and you getting walked out of the building for CALL AVOIDANCE. And I see that all the time. Never in the years I have been there and handled almost every line of business in the PCS market have I ever seen me or anyone else for that matter get anywhere near that many calls and my AHT is far below most people in my or most other centers. now, 2) you're doing invalid transfers all over the place to get the customers off the phone and so you can cap out on maximize offers. And if that's the case, it's idiot reps like you that are causing customers to call in repeatedly and you should be receiving a letter stating that Sprint is dismissing you for being a terrible rep. I wish all idiot reps like you would go work elsewhere. Then our customer service wouldn't suck so bad and our customers would stop bitching in my ear all day about how "the previous rep was so rude and needs to be fired. how dare he/she treat a customer like that." or even better, " i have been transferred 6 times and just want to cancel because Sprint hires retards to work for them and they cant even get me to the correct dept how the hell will u be able to correct my issues." Do us all a favor Sprintrep_69, QUIT and make our lives easier.

Quit_Complaining

]]> <![CDATA[Sprint Dumps Needy Customers]]> I DIDN't get a letter, so I called to see if they would let me in on the their offer anyway. I was informed that it wasn't an "offer". It was a bad thing, and NO I couldn't get it. Zero balance, no early termination fee....sounds like a deal to me! I WANT A LETTER!!!

sketchboy

]]> <![CDATA[Sprint Dumps Needy Customers]]> I find this incredible but consistent with corporate strategy .. now the same kind of intimidation that employee experience repressing demands for increased wages and compensation is being used by Sprint against customers. Sprint service does in fact suck and i have had customer service agents say much the same thing over the phone "If the service is so bad then leave!" If consumers want to maintain any kind of control of these service providers we should take their advice en mass. Whether it is ATT and other telcos giving our customer data to the fed or sprint's abysmal customer service and crappy performance in urban centers where they should have no excuse, if consumers want power we should exert our economic freedom of speech and take our business elsewhere. Even if the destinations we go to are not ultimately where we want to be, the message will be heard when 100,000 users took Sprint up on its offer to find a better more responsive provider or told ATT we will not tolerate having our personal data handed off without warrants. I personally also consistently file FCC complaints regarding in relation to every time I get rude treatment from sprint service. Other major failings of sprint include switching my billing address randomly to an address in another state and then hearing from the head of their security division that he did not see the big deal in personal data being sent to random location and they gave numerous unsubstantiated excuses for the change but could provide no documentation for how a customers billing address could be changed randomly.

dreadstar

]]> <![CDATA[Sprint Dumps Needy Customers]]> so it is the customers fault - the one that pays your company for a service that company does not provide. Wake the Faqk up! I am betting that you retards that thing that this is ok to do to the paying customers are the same retards that want everything for free, are sue happy, support that idoit bush, and think that you are gods gift to this world. Thank you for making this world unbearable to live in. You are the ones that think that you should be given everything but when a customer calls in and haves a valid problem you say that they are complaining and trying to get everything for free.
This day and age sucks due to all the retards that are trying to get everything for free, think that you should get to the front of the line in front of everybody that has been waiting, and complain about the guy in the plane crash that was married to the nascar lady about how he was rich enough to not have to fly and how he destoried the childs life and that he and his wife are rich enough that they are not effected by the tradegy. I wish all you stupid faqks would all get together in one place and die.


hatesprint

]]> <![CDATA[Sprint Dumps Needy Customers]]> I sold cell phones for about 10 years for 3 different carriers and one thing I can tell you is it made me HATE THE PUBLIC. There where customers who where habitual complainers that where rude and frankly sometimes violent. I eventually had to quit and took a job paying almost 25% less pay and I have never looked back. I concur that cell phone customers are the WORST. I applaud Sprint and hope that firing problem customer becomes an industry standard. If someone gets fired from each cell company they go to maybe it will make them ask "Is it me?"

morrisj

]]> <![CDATA[Sprint Dumps Needy Customers]]> We used Sprint for 3 years and then my husband retired from the Marines and we were forced to relocate to an area where we had absolutely NO sprint coverage at our home. I called them and explained the situation and after they verified that was absolutely the case they let us out of our contract without an early termination fee. We were unhappy with them along though and had made several calls so maybe they were helping themselves out as well as us....haha! We now use Verizon, they have service in Georgia when no one else does.

USMC_Wife

]]> <![CDATA[Sprint Dumps Needy Customers]]> Customer's need to not take it personal, its away of business. The media did not advertised Cingular kicking all their customers off their old network because they are not supporting TDMA subscribers anymore; and it was a lot more then 1,000 customer then what Sprint is doing.

ralph_865

]]> <![CDATA[Sprint Dumps Needy Customers]]> Sprint is now offering anyone to cancel their service with no cancelation fee until the end of the month, call *2 on your sprint phone or 888-211-4727

doggywoofwoof

]]> <![CDATA[Sprint Dumps Needy Customers]]> to PAYUPSUCKA and Call_Center_Satan and others annoyed by customers.

Call_center_satan points out that banks could care less if we withdraw too much and have to pay a fee. well, in the banking world, every time you take money out of an account (ATM, bank teller) you get immediate notice of how much money you have left. AND, when you use an out-of-network ATM, it tells you that there will be a fee charged, and how much the fee will be (at least, on their end), before letting you go forward with the transaction.

Techies in the world -- how hard would it be for your phone to report # of remaining minutes whenever you end a call, and a for a little notice to pop up saying "out of network, roaming fee of ##/min will be charged" when you go into roaming mode??

Please, Sprint, and all other cell phone companies, give us the short-sweet-specific information we really need. This would help customers regulate their own calling behavior.

give_ppl_info

]]> <![CDATA[Sprint Dumps Needy Customers]]> to PAYUPSUCKA and Call_Center_Satan and others annoyed by customers.

Call_center_satan points out that banks could care less if we withdraw too much and have to pay a fee. well, in the banking world, every time you take money out of an account (ATM, bank teller) you get immediate notice of how much money you have left. AND, when you use an out-of-network ATM, it tells you that there will be a fee charged, and how much the fee will be (at least, on their end), before letting you go forward with the transaction.

Techies in the world -- how hard would it be for your phone to report # of remaining minutes whenever you end a call, and a for a little notice to pop up saying "out of network, roaming fee will be charged" when you go into roaming mode??

Please, Sprint, and all other cell phone companies, give us the short-sweet-specific information we really need. This would help customers regulate their own calling behavior.

give_ppl_info

]]> <![CDATA[Sprint Dumps Needy Customers]]> I have been a Sprint customer for six years now, as well as working in the Public Relations field. As with any service provider, I have had some issues with Sprint, but overall feel that the coverage and customer service has been fairly good. Most recently, we discovered that a phone we added to the account had not been coded correctly and instead of getting nights & weekends free, the minutes were being charged to our anytime minutes. Once we discovered this, the CS rep was more than happy to correct the problem and credited us for all overages incurred since we had added the third phone. Simply cannot complain about that. Trust me, I've had much bigger issues with Bell South that took months to resolve.
Working in PR, I handle the bigger CS issues for our company and can understand the waste of resources in trying to solve a large number of complaints attributed to a small percentage of people who will never be made happy. And there are times when the customer is NOT right. We now live in a world where people are under the impression that if they just complain long enough, they will get something free. Squeaky wheel gets the grease and all. They use this to get out of legitimate charges. It has happened in my job and I've seen it in action at our local Sprint store.
However, I do think this is a huge PR problem for a company that is already in the spotlight for customer service issues. Wouldn't it have been better to just not renew the contracts of the chronic complainers?



prguru

]]> <![CDATA[Sprint Dumps Needy Customers]]> We have sprint and love the phone, love the service..hate the customer service. My husband had to call atleast 7 times to get a credit put on our bill.

He went to the sprint website looking at prices and plans and when he went to click of of the site this message popped up saying if he comes back and orders service, we will be credited $50 and to enter this code when ordering.

So we order our plans, enter the code,get our phones and the first bill and no credit. So he calls sprint up the first time and they say it will be no problem, they will take care of it and the credit will be on the next statement. Well we get the next statment and to our surprize (sarcasm)..no credit. So he calls again get an overseas operator that is no help...gets hung up on, gets transfered, and transfered and then transfered some more. Finally when the CSR called him a lier, Ryan gets him to get on the internet, and has the CSR go through step by step and find the code himself. The CSR says okay I have put in a report and you should FOR SURE have the credit on your next bill. And guess what...NO CREDIT. OMFG..Ryan is so pissed by now it is a matter of principal to get the credit..he does not care what it takes. Finally a few calls and statements later he gets a MAGIC SUPER CSR who fixes everything. Why can't we get that magic super CSR the first time we call????

Take the service out of customer service, and companies will find in time they won't have any customers left to serve. Our whole family has sprint and if they piss one of us off enough, we will all go some where else.

They are greedy bastards!!! Ok I'm done now.

nursecilla

]]> <![CDATA[Sprint Dumps Needy Customers]]> I used to work for a cell phone store that sold both Sprint and Nextel before they merged. Nextel had GREAT customer service, but Sprint never has.
I was so disappointed to hear they were merging and wasn't surprised when I had to wait on the phone with them regularly for over 30 minutes to get conflicts resolved for customers.
I'm not surprised they are doing this to their customers...they have never cared either way, so this just helps them to remain lazy and unhelpful while still keeping their jobs.
Win-win situation I guess??





tharpsv

]]> <![CDATA[Sprint Dumps Needy Customers]]> I'm a consumer advocate mostly dealing with vehicles and this is similar to what the Manufacturers try to argue. The thing is, if you are going to provide a product or service and it's defective, you have to be accountable for it. Can you imagine if you bought an automobile and took the vehicle into be serviced because it was a POS/Defective and the manufacturer said sorry, we're revoking your warranty and don't bring it in to get it serviced anymore. It's similar to what Sprint is saying here...we provide a service and a product and because we think you are complaining too much, it's your fault and not ours when probably 9 times out of 10, there may be something defective that should have been taken care of the first time the call came in. But companies out there try to cut corners and provide quick-fixes instead of getting to the root of the problem the first time. Unfortunately for this circumstance with Sprint, the laws may not favor consumers where as when dealing with car manufacturers, you may have something on your side.

It's a crap shoot on the cell phones services. I used to have Verizon and had to call in and complain for 5 months straight because I was being over-charged up to $700 each month on a $50 plan. I explained each time, was hung up on and told more than once I didn't deserve a credit for that. I ended getting everything credited when finally I got a rep who would listen to me and they discovered that the plan that was sold by their authorized agent didn't apply to my state...the recourse...they said um, I'm sorry but this plan doesn't apply to your state so we can't honor it. You bet your butt I told them not only would you credit my account but you are going to honor this legally binding contract YOUR AUTHORIZED agent sold me because ignorance unfortuanately isn't an excuse and it's not my fault you offered something you shouldn't have. They increased my minutes another 500 per month for the rest of the contract. I switched providers once it was up.

Fighting-4-Consumers

]]> <![CDATA[Sprint Dumps Needy Customers]]> How tragic, I bailed out my Sprint contract last November and willingly paid $300 for canceling my two lines after months of having to call their customer service line for the most ridiculous charges. I had to call them every time I got my bill for 5 months straight over a charge (about $6 a month) for a video game on my finance's phone that she had deleted long ago. Ever time I called the Sprint representative would tell me they'd fix, but of course they never did. The last time I called, the woman on the other end of the phone blatantly refused to let me talk to anyone in a supervisory position as their phone-op's levels of incompetence had worn my patience thin. After a shooting match with this phone-op I went down to a Cingular store and got a better deal that actually saves me money despite paying Sprint's cancellation fee. This wasn't my first incident with Sprint, when I first signed up with the company they over-charged me. Oh Sprint, why couldn't you have done this sooner?

A_Hack129

]]> <![CDATA[Sprint Dumps Needy Customers]]> I wonder if it has ever occurred to any of the CSRs that if Sprint actually did what it was supposed to do (hone EVERY term of the contract), most customers wouldn't be tempted to cuss. Also, where in the Sprint contract does it say that either party can terminate at anytime with no consequences? I'm thinking the contract says no such thing, and if Sprint is the only party that can terminate at anytime, then the contract is crap. Really, what Sprint is hoping to do is bully the rest of their unsatisfied customers into silence. I hope this doesn't become an industry-wide trend.

jenjame

]]> <![CDATA[Sprint Dumps Needy Customers]]> I must say that Sprint has been an annoyance to me over the past 3 years. Their services sux ESPECIALLY IN THE ISLANDS (no srvc, no caller ID)! complaints were so great that they promised to create a new tower so that their will be better srvc. WHERES THE TOWER? I have had 'calls' on my bills that I didnt make, and extra stuff added to my plan that I did NOT add, such as International calls for Canada... I DUNNO ANYONE WHO LIVES IN CANADA.... granted that mistakes happen, it shouldnt happen often...and I SHOULDNT GET HUNG UP ON WHEN I AM FRUSTRATED BY YOUR COMPANIES MISTAKE... SPRINT GETS A D+.... I am soo tempted to change, but my current plan is so awesome and inexpensive, but If the mistakes keep happenning and not fixed.... ILL PROLLY CREATE MY OWN TELCOM (LOL)
By the way, I recently went on a road trip, my phone had no service 50% of the time, while my friend who has verizon had service the whole time, i had to use her phone! ITS A DAMN SHAME....

ANA25

]]> <![CDATA[Sprint Dumps Needy Customers]]> To all the CSRs I hope people who can put a stop to your disgusting behavior are reading this and do something about it. From my experience on both sides I can tell you that people don't get ignorant until they are fed up of the bull. I'm reading alot of bull from the CSRs right now.

Candyrayne

]]> <![CDATA[Sprint Dumps Needy Customers]]> I find it odd how the only people that are too blind to see how horrible sprint is to the customers are the CSR... do you forget that the customers that spend 9 months not paying their bills would of had the account suspended due to account spending limit. It is nice that you have to be so rude on the phone, lie and steal from the customers while you are at work, but are you that brainwashed that you have to lie on here too? I have never asked you to "work with me" on my bill all I ask (and it is every billing cycle now) is that you honor the damn contract and do not create and add false charges.
Do you know what the words intergity, honestity, accountabilty, PFP or fraud mean? Wait I remember you accusing me of having a fraud contract because you could not find the code in your computer... but my contract was on file at the best buy store where I stupidly renewed with sprint.
I love calling the service or shall I say the no-service center and have someone claiming to be "Pam" but has such a heavy Indian accent that every third word is uncomprehendable, say that they are going to take care of the issue that sprint is at fault for, just to have to call back days later to have the same thing happen for the same reason.
I do not know who is worst you (sprint), that retard bush, or Luxury Motors out of Chicago (who "washes" titles of salvage vehicles and presents them as a clean title, sells a warrenty but will not honor the warrenty, and also has a customer service policy like sprint - if they can not abuse, rob or harm you they will not answer the call or talk to you if you are there in person)
Companies like Sprint and the king bush do not have to follow laws, do not have to uphold their promise to the public (customers for sprint) and they will just keep buying out the companies that are worthwhile and destory them too.
Is sprint (more like shitnt) the new worldcom or Enron? Or is it simply Hilter of the 21st century.

hatesprint

]]> <![CDATA[Sprint Dumps Needy Customers]]> Talk karma all you want but like all companies Sprint provides rewards as well as punishments, but Sprint forces you to earn the rewards. I have had a wavering relationship with Sprint for over ten years for mobile service, and after the first four years I began getting sent to a totally different support department than the masses who jump from carrier to carrier. I have eleven lines of service, pay 30% of what any other carrier would charge, and haven't paid for a any handset since 2002 (I carry a Palm Treo WX). I also complain a whole lot but my loyalty to them is rewarded in spades. Doesn't mean I wouldn't jump if a decent offer came along, but nobody else is remotely close. I merged two Verizon numbers and an ATT/Cingular one into my plan due to even worse service, pricing and support than Sprint.

bobbygee

]]> <![CDATA[Sprint Dumps Needy Customers]]> I work in the mobile telecommunications industry. I thought it'd be worth sharing one of the more "interesting" approaches to controlling costs for mobile carriers.

Mobile companies are focused heavily on "ARPU"- Average Revenue Per User. Increasing ARPU can come from multiple vectors: Cutting costs associated with the network, promoting data services, cutting non-network related costs from the business (like advertising), etc. The other key topic carriers are focused on churn. Churn is the percentage of customers that leave every month. We work hard to make sure that the amount of new customers always outpaces the quantity of old customers. It hasn't always been this way.

In the "good old days", (the 90's and earlier), carriers were always close to the breaking point with respect to the costs of their network and the revenue they were generating. The coverage of the network was limited and growing, but the pace of new customers didn't always support the costs associated with increased capacity, so improving the network needed to be carefully evaluated. If the business could support the improvement, then it was worth upgrading the network.
Paradoxically, improving the network could quickly increase customer demand beyond the improved capacity, thus providing a carrier with a difficult question: When is it appropriate to grow the business? During the earlier stages of network roll out, carriers were actually incented to lose customers. The solution usually was to simply obliterate the advertising budget and let churn ween down the customer base in order to ensure the overall quality of the network.

Nowadays, at least at the carrier I work for, this practice is rightfully viewed as stupid. Reputation is critical and this kind of slamming on the gas only to follow it by slamming on the breaks does nothing to enhance reputation. But it was an approach that helped to get the carriers where they are today. I don't know if Sprint is calling this old play out of the carrier playbook, but I do think it's interesting, given Sprint's current status as a carrier and their plans to transition to wimax. Perhaps they've exceeded capacity and are now looking at creative ways of shrinking their customer base? They're not exactly the rocketship of the mobility industry...

MrCurious

]]> <![CDATA[Sprint Dumps Needy Customers]]> I just want to say that getting one of those letters would be a dream come true. I had been a Nextel customer for years. When it got to the point where the service was basically miss more than hit I switched to Sprint. But I can safely say that there is no customer service when it comes to Sprint.

I was made an offer by the sales rep when I called to switch my service for 2 free phones, no activation fees, no cancellation fees from Nextel, free shipping, and a $25 credit on first bill. The only thing that has been honored so far is the free shipping. It took over 7 times to activate the phones. But both phones before being activated only called Verizon and to this day 99.9% of the time it still calls Verizon.I have also been told that I can no longer have the deal that was origionally made. The sales rep had added 2 more lines to the account, one line which actually belonged to someone else. I have spent over 10 hours on the phone trying to get it straightened out. Did I mention I had an emergency in which I had to drive myself to the hospital because I couldn't reach my husband? I could continue this on forever.

In contacting them I have spoken to every department which only sends me on to another one. I was also given plenty of numbers for "the correct people to talk to." Turns out those numbers are vanity lines. So who knows where those are calling. I have never asked for anything more than what I was originally offered. But it has come to a point that I feel that if they can't provide service they need to just let me out.

I by no means wish any person harm, but I hope that karma bites them in the butt and the company comes tumbling down.

goin2verizon

]]> <![CDATA[Sprint Dumps Needy Customers]]> I am indeed the bad guy.... I work in the finance department at sprint. Sad right? I am the one who when you phone is "hotline" you get direct connected to. I am the first one you talk to when its off and 9 out of 10 times the only one who can help you. I say forget 1000 do 100000. I am required to collect money thats my job. If tpeople could just learn to pay their bill then the customer service would be great. After someone tells me that they will cut my head off and fuck my throat b/c they have $200 in overages I dont really care if your phone is on. In fact I will pull all of the little known or used rules regaurding payment arrangments to do all in my power to keep your from having your phone. Then yes my customer service skills may drop a little for that call I am ok with that. I have seen people who have not paid a bill in 9+ months because we try to "work with you". If you have a valid dispute you will get help. If your upset because YOU went to far over you mins then yes its your bill and yes you will pay or get no service. They have let the 1000 customers go. I have talked to 10+ of them wanting to know "why me?" The meetings and memos all point to Sprint is done with you if you dont want to pay your bill. As stated earlier try to get credit from any other service provider for the reasons people use and see how it works out. So Thanks for calling Sprint together with Nextel and have a nice day, If you should have any further questions please call 1-888-211-4727.

PayUpSucka

]]> <![CDATA[Sprint Dumps Needy Customers]]> SPRINT_REP69 it's CSR's like you that put your company at the top of 'MSN Money's Customer Service Hall of Shame'. I used to be a CSR at AT&T with the same volume of calls. I used to get the same exact questions from about 30 people a day and I know first hand how taxing that could be to be dealing with the same problem over and over again, but there was one motto at AT&T that has stuck with me as a consumer for over a decade and that is the customer is never wrong.

I've heard about Sptint and their abysmal customer service and billing practices, and from your attitude I can deduce that all the complaints must have much merit. I think nowadays CSRs are too focused on the fact that the customers are all 'whining idiots' and their complaints and concerns can't be valid so they get treated like garbage. I say this because I remember the days when I'd go to work and there'd be 200 calls in queue and the lines just opened one minute prior to my logging in. I remember the first thoughts that went into my head were very far from nice and I know they projected towards the customers.

I can't project it all on Sprint though. This is a mentality that I as a consumer have been experiencing quite frequently when it comes to communications providers. This also happens to be the industry that consumers generally tend to pay the most money for.If I was one of thos e Sprint customers I'd be jumping for joy. From my experience there are only two good cellular providers out there. T-Mobile is the best. Their network and customers service are the best I've seen in the field. Verizon is ok. I generally don't ever really have to call Verizon unless my handset has malfunctioned so I don't have to deal with their extremely rude CSRs and superviors too often.

Candyrayne

]]> <![CDATA[Sprint Dumps Needy Customers]]> Question to SPRINT:

You ask your Customer Service Reps to 'Suck-It-Up', and take more calls...
All the while monitoring them each and every second of the day (Break-Flags & ACD Time) why can you (SPRINT) not 'Suck-It-Up'?

It seems SPRINT just wants it as easy as they can all the while giving it to everyone as hard, and cheaply as they can....

SPRINT 20 min customer hold times count against you.... Maybe not now, but soon....!

How your cake will taste in the future is up to you!!!
AT&T Mobility here we come!!!

123456a654321

]]> <![CDATA[Sprint Dumps Needy Customers]]> Well we are finally here! I have called into Sprint's Customer Care a few times, and it seems they have an 'offshore account' of sorts because my call gets shipped to countries east.

Now this! When will U.S. Management understand that it is not the customer that has the issues, which they are complaining about..... It is the company (SPRINT) that has short-changed 'their' service, so much so that what they are offering is sub-standard...

All I can say is AT&T Mobility has met my needs, and maybe if the product (like AT&T's) is of quality then the calls into the Customer Service Centers will be few-and-far-between... I know everyone is hearing things about the iPhone, but if you have one, or have held one it has it's positives, and a few neg's... But AT&T has other products (CellPhones) that are also proven!

Message to SPRINT: Bye-Bye

123456a654321

]]> <![CDATA[Sprint Dumps Needy Customers]]> So I got one of these niffy letters. I guess that since I called every month when I get my bill because they would not apply the 75 credit I got because they doubled charged my monthly bill and decided to shut my phone off when it was at a total of 106 for the bill. For the past six months I have been told when I call in that the credit will be applied to my bill, well why would I call in every month if it ever got taken care of? I guess I am at fault for thinking that they have accountability. Also it is nice that you can add charges and services when you want.
And those of you that think this is a perfect way to get out of your contract... there is a much easier way. Just read your contract, out of the 7 years I was subjected to the great customer service with "Shitnt", they would change it to fit their needs... breach of contract.
a little side note to the fool that thinks just because you work for sprint it is ok to do it because of one or two customers... If you do not like your job find a new one, but do not cut my service short because you are not happy. I will complain about being charged roaming when I have the nationwide plan (that is the plan that allows you to make and receive calls throughout the nation without roaming charges) when I have to call in and have you do your job and apply the credit that each one of you has told me that you will follow through. When it comes to your claim of being the best call center, you do not have to have very high ratings to be the best of the worst.

hatesprint

]]> <![CDATA[Sprint Dumps Needy Customers]]> I actually work for Sprint, and I have to say, it's nice to see that corporate is doing us a favor by dumping the whiny customers who can often make our jobs a living hell

That's not to say that there are a good number of bad reps too, but alot of us do our best, and even bend the rules when the times calls for it. Getting yelled at by a customer who thinks he should get credit because he bought a phone the day before a sale began is often more like dealing with a child, than a respectable adult.

Good riddance to the "Why my bill so high!?" imbeciles who believe that because they're late on payments, WE should have to pay their reconnection fee.

If you like Sprint, and the fact that we have coverage in areas that are actually populated (Unlike Verizon, where you can get great reception if you plan to spend all of your time on farms) then please, don't take my rant too seriously. To customers who think yelling is a great way to get things done, here's a hint: We have speakerphones, and your fuming anger makes for great comedy.

StrangeReality

]]> <![CDATA[Sprint Dumps Needy Customers]]> Being both a Sprint customer AND a call-center manager, I can't help but have mixed feelings about this. On the one hand, I hate Sprint's CS with a passion-disconnects, affirmative responses to changes without actually making changes (to billing), LOOOOONNNGGGG hold times in call backs to get changes actually implemented, then LONGER hold times to get charges reversed(from aforementioned changes that were never actually made)...
But on the other hand, people are f@cking idiots, and cell phone customers are some of the worst. If you aren't willing to monitor your own account and ensure you're not blowing out your minutes(or texts, downloads, etc), then WHY THE F@CK SHOULD SOMEONE GIVE YOU THEM FOR FREE?! Try that with your bank, here's what'll happen:
YOU: "Hi, I didn't track how much money I was spending, now I don't have any and you're charging me overdraft fees and NSF fees. I don't like that and want those charges reversed."
YOUR BANK: "F@ck off."
In defense of Sprint, when I call them on Sundays, at least I get abused by an American. And they're still giving me a corporate discount rate on my personal cell phone, more than 2 years AFTER I stopped working for that company. So I got that going for me, which is nice. :-)

call_center_satan

]]> <![CDATA[Sprint Dumps Needy Customers]]> I am a Sprint customer....and have never had a problem. Cingular/AT&T should be called Crapulair; T-Mobile should be No-Mobile. I've had one, yes ONE, dropped call with Sprint, and that was out in the middle of nowhere. Generally, the reception is better than all of my friends' plans, and only Verizon can compete with the coverage. Hey people, I know Sprint is the wrong carrier, but: IT'S THE NETWORK!!!!

Sir-TalksALot

]]> <![CDATA[Sprint Dumps Needy Customers]]> Has anyone stopped to think that maybe, just maybe 1 of these letters reached the mail box of a customer that has 7 lines under 1 unlimited plan that they are paying $120 a month (when their bill should be over $200 for everything they have, like free internet, free text, free nights starting at 6) for yet they call in and complain because a song they purchased is on their bill and why in the world should they have to pay for the download of their choice? Or the same person calling in every month saying they have no idea how to get on the internet yet the usage is there and you can see the live chats they have entered? These are probably the people who call in every month to have valid charges taken off. There is customers who call in with valid complaints and need valid adjustments.
As you have guessed by now i do sprint customer service and I can not speak for the other call centers around the world, but i do know the one i work at is rated at the top of the list for being 1 of the best ones, we are constantly monitored (I have never had 1 bad quality score or had 1 bad report back from a customer)and i have seen 2 people walked out the door for being rude on the phone.
I am still with cingular since i cant get out of my contract with them, but believe me after 8 years with them and never asking for a dime of credit or adjustment and the 1 time i told them how disatasified i was, i was told to suck it up and pay my bill anyway on charges that should not of been on my bill. when i told them as soon as my contract was up i was leaving and was given the your a valued customer line ... i said i can see how valued since your not willing to make it right after all my avg bill is only $250 to $300 a month.
Every company has their problems and what most of us dont realize i sure didn't till I started working with sprint was how many people would call in and demand their entire bill be written off just cause they dont want to pay it. or how many cussings the customer service rep has taken that day, and still try and be cheerful on the next call.
As part of my job I do have to call other departments and i have got the rude, the ones you cant understand and have been hung up on cause what ever the problem i was working on was so difficult so i truly do understand. BUT believe me till you have worked in a call center you have no idea what its like to be cussed from the time you answer the call even before you know what the problem is.
And other compnaies do let customers go for less, I have a sister who was dropped without any notice for calling customer care and cussing them out for charges that she said should not of been on her bill. So while spint does need improvement at least i know they arent the only ones and i talk to people every day that is leaving one of the other companies for the same thing i have seen complaints about in this forum.

SPRINT01

]]> <![CDATA[Sprint Dumps Needy Customers]]> If 80% of the complaints are from 20% of the subscribers and the cost to staff customer service is greater than the revenue generated by the 20%, yeah, go find a new service cry baby. We'll save money at the end of the day by laying off our huge staff of CS reps. This is the real goal.
The 80/20 relationship is common when analyzing large amounts of data and orrurances.
Regardless, how could a company of this size put something like this in writing?

temecula

]]> <![CDATA[Sprint Dumps Needy Customers]]> I just dropped my Sprint service last week. I completely agree that the lack of customer service, not only over the phone, but in the stores was the worst that I have ever experienced. I literally spent hours on hold with customer service and was bounced from one department to another before being accidently? cut off in the past two months. It's funny that NO ONE at Sprint could help me when I needed it, but I heard from their telesales group several times trying to sell me extended services and hybrid phones. This company has a lot to learn and they should do it quickly before losing an even bigger piece of the market share.

rob_p

]]> <![CDATA[Sprint Dumps Needy Customers]]> "Cell Phone customers are the worst kinds of customers, they want everything for free and they want everything done yesterday."

Nicely said. End.

ceo

]]> <![CDATA[Sprint Dumps Needy Customers]]> They aren't the only company that does this.

Chase, Bank of America, and Ing Electric Orange have all closed accounts on people for no legit. reason. So did Verizon a few years back if you used the mobile web too much.

They only did this to 1,000 people... out of how many? Yeah, it's not that big a deal.

Sure, their customer service could use an improvement, but I agree with others-- boot the whining bitches who never stop complaining from the service, and keep it cheap for everyone else.

ceo

]]> <![CDATA[Sprint Dumps Needy Customers]]> Its complete arrogance! Instead of acknowledging their inferior customer service and terrible phone signal coverage/network; Sprint together with Nextel just says go somewhere else, they don't want to hear your complaints. Been there and done that! Let me add this, not when hell freezes over Sprint or Nextel or whomever you buy will you ever earn another dime from me for your terrible business practices. If your stock price is any indication of where your business is going in this Bull market we'll all be celebrating your failure and removal from the wireless industry all together and I CAN'T WAIT.

mje123111

]]> <![CDATA[Sprint Dumps Needy Customers]]> @SPRINT_REP69

Time for a new job?

shoeless

]]> <![CDATA[Sprint Dumps Needy Customers]]> I found out how a Sprint charges can include $400 over charges in three months. The service that I contracted for includes a family plan with shared minutes, unlimited nights and weekend, roaming and Sprint to Sprint. Therefore, when my daughter went 1000 miles away for school our plan had us covered. However, my boy started school 150 miles from home and our billing went out of control. He began to have long conversations with his girl friend. Since she also had Sprint service we assumed we were covered by Sprint to Sprint. Moreover, much of the talk was during nights and weekend. The first month that my bill had about $50 in overages I made noise about my kids needing to control their talk time. A second bill arrived with some $150 in overages. I went to the Sprint store, where we had set up our contract, and the head service person agreed that there was a problem and called us into Sprint's service call center. It was then that we were told that my boy was not in the Sprint network at school. Since he was roaming, all time was charged against our shared minutes. At the point that the shared minutes were exhausted, I was hit with per minute and roaming charges. The local Sprint store did not know that it worked this way and it is not covered in my contract. At this point we were already well into the third billing cycle. By the time the third bill arrived, we had totaled some $400 in over charges. Sprint offered to credit $25 to my bill. I am one year into a two year contract. Do you think that I will be a Sprint customer a year from now? How many people do you think I've told this story to?

prairie_dog

]]> <![CDATA[Sprint Dumps Needy Customers]]> I currently work for a Sprint customer care center, and every day that I go to work I take between 110 to 135 calls. about 15-25 of those calls are from a store rep who is just doing an esn swap, or an upgrade on a customer's account,another 15-25 of those calls are from customer's with an actual billing or handset problem, 1-2 of those calls are from people who just want to add something to their plan, and the rest of those calls are from people who use their phone to much and go over their minutes, or dont have a vision plan and get on the internet and download 30 ringers, or people who dont have text messaging on their plan and use 500 text messages and call in and demand that the charges be credited back. well guess what, those charges are valid. i will work with a customer and tell them if they would like to go ahead and add a vision or texting option to their plan i will credit back half of the charges, but thats the only way i'll do something like that, and then they demand to speak with a supervisor, well guess what people, in our center we have about 30 supervisor's, and at any given time about 150 customer's who want to speak with a supervisor. so of course the wait time is going to be long, so i can understand why sprint decided to do this, its so the people with actual problems wont have to wait an hour on hold just to speak with a rep. so to all the people out there bitching about sprint, FUCK OFF. dont choose sprint if you want everything for free, in fact, dont choose any wireless provider if you want everything for free because thats not how things work. but if you are a customer who is satisfied with our services, thank you for choosing sprint and you have a wonderful day.

sprint_rep69

]]> <![CDATA[Sprint Dumps Needy Customers]]> Ok I will all agree with you that Sprint's customer service sux, I used to be a wireless consultant for Sprint and I know first hand. But I haved worked in different retail environments over the last few years, and I can tell you one thing, Cell Phone customers are the worst kinds of customers, they want everything for free and they want everything done yesterday. So IMO I would have shut that person's service off as well, because I have had customers that insist constantly that they have some issue when there was no issue at all. Its just the customer base, they are freakin nuts.

ookees

]]> <![CDATA[Sprint Dumps Needy Customers]]> @Convergent_Punk: "Another funny thing was that while I was in the Sprint office, I could not get a signal Sprint PCS signal."

And they wonder why people hate them.

Personally, I want to see a 3-way cage match between the Verizon jerk, the Sprint trenchcoat man, and Mrs. Michael Douglas.

God made the pretty girls pretty because he likes them more

]]> <![CDATA[Sprint Dumps Needy Customers]]> OMG-P:
Like most telcos, Sprint was (maybe still is) a very siloed org. Mostly because of telco regulation, many telcos historically separated wireline, wireless, and data. Managed hosting is not wireless, and at the time, Sprint PCS was not really part of the larger Sprint. If you ever work for a telco, you see very quickly that they have a million systems that do the same thing and the systems never, ever go away. I guess my point was that I know how easy it should be, in a billing system, to add a discount. And any architect will tell you that you shouldn't have to change a subscriber's account number to do that.
Another funny thing was that while I was in the Sprint office, I could not get a signal Sprint PCS signal.

Convergent_Punk

]]> <![CDATA[Sprint Dumps Needy Customers]]> Convergent:

You worked on the billing system and are now complaining that the billing system has errors?

God made the pretty girls pretty because he likes them more

]]> <![CDATA[Sprint Dumps Needy Customers]]> Sprint still sends me a bill every month for $30+ from 2001. Funny thing is, I was a consultant at Sprint (building out a new billing system for there now defunct manged hosting business). As part of the project, we got a 20% discount on our wireless bill. Sounds good, right? Well, since I was an early adopter of online account management, and Sprint's Identity Management system tied your account to a billing ID number, I faced some issues. Sprint's backwards @$$ systems could not apply a discount to your plan without changing your account number, and when they changed the number, the bill was not showing on my Sprint account. So, in effect, they were dual-billing me. I was paying one account, but kept getting balance due notices on the other, by the time I figured out it was from a new billing ID number, I was furious. Sprint was impatient as well and turned me over to a collections agency. Needless to say, I settled all of the balances and when the project ended, I switched to T-Mobile. About a year or two ago, they randomly started sending me a bill, and when I called in, they said it was from 2001. I cannot believe they have not written that off yet. It costs them more to send me a 3-4 page notice every month, plus postage than it would to just write that off. D!psh!ts.

Convergent_Punk

]]> <![CDATA[Sprint Dumps Needy Customers]]> So Sprint wants to cancel an account because the customer calls too much? Does this mean I can cancel Sprint because their freaking sales people call me everyday from an 866 number to try to sell me something? Or, am I stuck with them because I'm smart enough to have software that blocks their calls?

One of the things that keeps me on my Treo is wonderful little add-ons like that. Even though the Mogul does look tempting.

And I have to wonder would they cancel someone's account for calling CS too much? Especially if they have a good payment history. Or might it be because they don't pay their bills on time (if ever) and constantly complain about the bill? That would be reason enough in my book.

PauseBreak

]]> <![CDATA[Sprint Dumps Needy Customers]]> Have to admit tho, the HTC Mogul with Windows Mobile 6.0 for $288 is a good price. It's good until July 13. I also notice that the Sprint Sero site first allowed you to order online, then went to having to call the 800 number to order, and now back to allowing you to order online. I figure they lost alot of folks from the iHack.. err, iPhone launch and want to make it as easy as possible to get replacement customers.

allstarecho

]]> <![CDATA[Sprint Dumps Needy Customers]]> Sprint to do list: Layoff all older employees-check. get rid of complaints-Check, get rid of customers-check, ruin company-check, go bankrupt-check. close down Sprint=check.

Does this make sense? Lets not solve the problems or at least try to make them better to retain customers...NO lets just get rid of them (customers)...instead of getting some money by making them happy (or happier)No lets just cancel the account and make no money...NO wait! better yet, have them go to another service provider. Why don't they just give them a (Verizon,Tmobile, AT&T or etc.) phone and set it up for them. does that make any sense?

If Sprint is trying to ruin the company they're going about it the right way.

gatorjk

]]> <![CDATA[Sprint Dumps Needy Customers]]> Additional point. Did you know that your place in the call queue is determined by your initial credit ranking and account payment history? Trouble customers are automatically pushed to the back of the call queue anyways.

FatherStorm

]]> <![CDATA[Sprint Dumps Needy Customers]]> Don't buy it. Being a Sprint customer since '97 I can tell you that any time they reference their customer service number to Sprint customers, the give it as ( #2 from your Sprint PCS/Nextel phone)

FatherStorm

]]> <![CDATA[Sprint Dumps Needy Customers]]> Chiming in... (YMMV):

Sprint wireless = good for me (better than every other carrier I have tried in my area, with my usage habits)

Sprint Customer Service = bad to me (phones should ship with free jar Kentucky Jelly)

This has to be the one company (which I have put plenty of toll-free mileage on myself) that might actually benefit from transferring their call center(s) over to India to be handled by trainees with thick accents too intelligible to pass for anything more than ear-torture.

Eat Gumby and die, all ye who hold us hostage for the sake of decent speed and coverage.

[macbigot.blogspot.com]

macbigot

]]> <![CDATA[Sprint Dumps Needy Customers]]> When a company says " thanks for choosing "insert company" its because they are required by the FCC to say that at the end, something to do with the company in the opening and closing of the call. I think the letters are needed, think about this. When your trying to call in for help with your phone or bill, you know those 20 min wait times? its caused by jackasses that call in everyday trying to scream and request a sup just to get credit.

Be happy they are gone, its doing everyone a favor.

Digitallysick

]]> <![CDATA[Sprint Dumps Needy Customers]]> I'm sure that this letter is going out to less than 1% of their customers. I am sure that among them are a few with legitimate complaints, but most of them are chronic complainers. Good riddance, if that keeps prices for the rest of us (I'm a Sprint customer.) under control.

Personally for me, it has been a 50/50 experience with CS. I have been high-dollar account holder with Sprint for a while. I have a loyalty discount + several free perks (FIMF, 6PM Nights, discounted unlimited text, discounted PV).

logikgr

]]> <![CDATA[Sprint Dumps Needy Customers]]> I haven't had too bad of an overall experience when I was with Sprint for just over two years, but there were a few things that irked me that I was never able to get resolved.

One, the fact that the retail stores are designed for nothing but selling new equipment and contracts. Not only will the employees not help answer simple questions about your current account, but they're RUDE about it; they don't even get through the whole "You need to call customer care" sentence before turning their backs on you.

The second was the telemarketing calls from them. I haven't read everything about the do not call list and how it pertains to cellular lines, but out of the blue I'd get 2-3 calls a day from an 800 number. I usually ignored the calls after the first round since they were trying to sell me more phones / lines of service (and couldn't understand why one person didn't need more than a single phone). Calling the 800 number back got me to a "mailbox is full" prompt, and after 4 calls and over 2.5 hours of wasted time holding for / talking to customer care I still got calls.

Since I canceled my service three months ago, I've been getting the standard "we miss you" post cards about every two weeks. Give it up, guys. Just provide decent service and don't harass the customers.

neekap

]]> <![CDATA[Sprint Dumps Needy Customers]]> Here's Sprint's new slogan.

Spring ahead...to T-mobile

Might I suggest they get this domain....
www.sprint.com/ahead_t-mobile

nosauten

]]> <![CDATA[Sprint Dumps Needy Customers]]> @infmom: I think that "comedian" would also say...

"In Soviet Russia, you service company."


...wut? I never said he was funny.

God made the pretty girls pretty because he likes them more

]]> <![CDATA[Sprint Dumps Needy Customers]]> Facts:

Churn Rates:
Sprint 2.7
Verizon .5
Cingular 1.0
TMobile 1.2

Before Apple was forced to join forces with Cingular, they turned to Sprint for their broadband network. It was proven faster than the "Edge" network they are now using. Certain company officials personally turned down Apple. There was interesting facts revealed in private company information that favored the already available Windows Mobile devices.

Kendra

]]> <![CDATA[Sprint Dumps Needy Customers]]> hmm I'm torn on this. If its true and the reason for all the calls is because of Sprints screw ups then I think this is BS,. But another part of me passionately hates needy people that would just assume call CS to ask how you change a ringtone than look it up in the manual. Its the same people who come into forums and ask things like "just wondering, can you use the iphone on Sprint"

tomasu

]]> <![CDATA[Sprint Dumps Needy Customers]]> I've had Sprint wireless for 10+ years and have maybe called their customer service 3 times...

Wirless service from any provider seems fairly straightforward. What happens that requires people to contact them so often?

The few times I did contact Sprint, it was a very unpleasant experience. My problem was solved, but it required a lot of waiting and generally speaking slowly to the rep on the phone. I don't consider this a huge problem primarily because I'm not convinced that any other wireless provider can provide better customer service.

Where Sprint really sucks IMO is when you have to enter one of their stupid Sprint Stores. One time I picked up a new phone and I was told it would take 1 hour for them to download the contacts from my old phone to my new phone.

eMeS

]]> <![CDATA[Sprint Dumps Needy Customers]]> Boy, this is great. "Don't like our crappy service? Don't like the way we don't fix the problem no matter how often you call us about it? OK, have we got a solution for YOU!" *BOOT*

Like that Russian comedian used to say, America, what a country.

infmom

]]> <![CDATA[Sprint Dumps Needy Customers]]> Since major corporations have shared databases on everything else, do you think there will be one for number of support calls for each customer?

God made the pretty girls pretty because he likes them more

]]> <![CDATA[Sprint Dumps Needy Customers]]> I always hated Sprint when I was under a contract with them, I'm glad I don't use them anymore, and their customer support was absolutely awful.

ganjjjj

]]> <![CDATA[Sprint Dumps Needy Customers]]> Wow, seriously though how long before other carriers seriously consider adapting this as well. I shudder at the thought, poor Consumer Joe will be passed around like the bad kid at sports in middle school, "you take him, no you take him, your team's not even, that's ok". I almost feel bad for the losers..Almost.

Ka0tiK

]]> <![CDATA[Sprint Dumps Needy Customers]]> There was a Consumerist post a while ago about the Lifetime Value customer rating program that Cingular was implementing...well, the same company that makes that software for Cingular makes it for Sprint as well, except that so far, Cingular uses it to reward and Sprint uses it to punish. It can go either way.

drewheyman

]]> <![CDATA[Sprint Dumps Needy Customers]]> I hope Verizon Wireless follows suit. I'd love to get out of that contract. Granted, it was my mistake to enter into it to begin with, but I've now spent many hours on the phone with VW trying to fix my Crapberry (now on my third one; I keep telling them it is a network problem but they keep insisting on sending me new hardware).

If I could just walk away right now, even having paid several hundred dollars for the piece of crap, without having to worry about the contract I would.

UGA

]]> <![CDATA[Sprint Dumps Needy Customers]]> OMG! What a wonderful way to get out of my contract! Wonder if it would work up North...

Mag

]]> <![CDATA[Sprint Dumps Needy Customers]]> sweet!

like others said, it's a get out of contract free card.

I'm pretty sure their call centers are going to be getting much more calls instead of less...

alienshards

]]> <![CDATA[Sprint Dumps Needy Customers]]> Man, this rocks! Sprint assumes they've got a solid product and it must be the customer's fault, fantastic! How many other industries would love to take this approach every time a customer has a problem with poor service area or whatever else would prompt calls to customer support. Lmao. Pathetic.

zamafir

]]> <![CDATA[Sprint Dumps Needy Customers]]> Back in the day, when I had a Sprint landline (local and long-distance service), I'd get calls from them at least once a month, sometimes more often, to talk about upgrading the services on my account. My general response was "NO! Stop calling me!" and I'd hang up. One day, I got fed up, reamed the caller a new ass, then demanded to speak to a supervisor and demanded to know why they keep calling me when I am continually telling them to not call me. She says "Well did you tell them to put you on the Do Not Call List?" I said "No... is there anything vague about 'Stop Calling Me'?" She then said that I have to use the exact words "Do Not Call List", or they can't put me on the list. I then reamed her a new ass and told her to close my account promptly since I'm not about to do business with a company that wants to play friggin' mind games with me. Then I got a cell phone (my first) and never looked back.

Obee Juan

]]> <![CDATA[Sprint Dumps Needy Customers]]> Sprint's customer service, is indeed lacking - but many other companies are the same.

I feel bad for those who have had bad customer service, and that's the only reason they call so much - because they didn't get help the first time.

This has got to be bad PR for Sprint. "Feel free to call with any questions... just not too often please, or we'll cancel your account."

FoxMan

]]> <![CDATA[Sprint Dumps Needy Customers]]> Having worked in several call centers, this makes some sense. The places that I worked placed the average cost of a customer calling and talking to an associate at between $9 and $13 per call. That's why every time you call customer support they try their hardest to get you to use the automated system. It's also why some make it so hard to talk to a real person.

pushmonk

]]> <![CDATA[Sprint Dumps Needy Customers]]> Another simple way to get a cellphone company to terminate your contract is to roam. Alot. In the country, so you don't get charged roaming fees.

The company will drop you like a hot potato.

UnnDunn

]]> <![CDATA[Sprint Dumps Needy Customers]]> Yeah, I would think this is a pretty common practice in many businesses. Sometimes you have customers that cause enough issues and drain enough manpower that you start to lose money on them. Dump them fast.

Adam In Texas

]]> <![CDATA[Sprint Dumps Needy Customers]]> I wish Cingular had done this to me so I didn't have to pay an ETF after being constantly overcharged and also having them turn our phones off due to a retracted credit given to us for one of those overcharges.

Darkest Daze

]]> <![CDATA[Sprint Dumps Needy Customers]]> Man, I hope this happens to me. ;)

djTA630

]]> <![CDATA[Sprint Dumps Needy Customers]]> wow.. tht doesnt sound too good for that person..my family complains to cingular a lot (i complain because of the fact ive had 6 faulty phones even after they gave me a totally different phone..) i guess its ok because our account is usually over 300 bucks a month.. so i guess they tollerate us..

SBik2

]]> <![CDATA[Sprint Dumps Needy Customers]]> This is a great way to reduce complaint percentages :).

Joseph

]]> <![CDATA[Sprint Dumps Needy Customers]]> Now that this is out in the public watch what happens in the next 6-12 months. First, other carriers will do the same, then by the end of the 6-12 months so many people will learn that they do not have to pay a termination fee if they bitch a lot, so carriers will get rid of the extortionist $175 early cancel fee. Just watch, this is going to change things...

I know Sprint customers that would LOVE to get out of their contract, and this is the way. Giz needs to interview one of the people who got this letter to find out what they did, how long it took, etc, so others can start doing it too.

XtremeCamera

]]>