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Comments on news posted 2007-07-05 14:00:59: [att=1184327,r]Cingular (now AT&T) has dumped customers for being "unprofitable," but it appears that Sprint will dump you as a voice or wireless broadband customer if you call for assistance (or to correct billing issues) too frequently, notes the C.. ..
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 lefty1
join:2002-10-25
Clay, NY
| Dumping customers Without commenting directly on Sprint's decision, the facts are that some customers can be a major pain-in-the-derrière. Not that there isn't such a thing as bad customer service, but every business has customers they can do without, and since it's their business and their money, it's their prerogative to set the criteria for what they will and won't put up with. | |
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MissDiva
@atlanticbb.net
| Re: Dumping customers Yes, the first letters were mailed out June 25. Mine was dated June 29 and I got it on July 2nd. That's the correct time frame for USPS mail.
My account has had billing errors starting January 2007 and even my last bill - which came out yesterday - was STILL wrong. So the memo stating that the terminated people didn't have errors is 100% wrong (in my case at least, and a few other reports, but I can only speak for myself) The errors resulted in sprint not holding up their end of the agreement (plan offer in exchange for a 2 year contract) I was not calling in for anything more than what was offered. My bill /plan had been fine with almost no issues for over a year prior to this.
The majority of calls were due to errors, which resulted in overcharges. The problems were not fixed which is why the calls continued. Other calls were for tech support or esn swaps. Each disconnect forces another call back. Each "call this # instead" forces another call back. Each long hold time forces you to hang up and another call back later on. Each transfer where the person asks your name/number/password again is another "call." | |
| | | lefty1
join:2002-10-25
Clay, NY
| Re: Dumping customers I do appreciate how frustrating it must be for you. I have some first-hand inside knowledge of the business (not of your case), and I've seen both sides of the coin. Unfortunately, there is a percentage of customer service reps who are clueless when it comes to taking care of customers. The reps are in a high-pressure, low-paying job with very high turnover. Some of them don't even know how to listen to customers, and often, they transfer customers to the wrong department because they haven't been properly trained on that aspect of their job. And sometimes they just 'dump' customers on another department. Even if the rep is genuinely sympathetic, you may find that their department can't do anything about your issue and they don't know what the right department is. | |
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Heat305
join:2007-01-11
El Paso, TX
 ·AT&T Southeast
| Sprint Has Lost Me For Good Sprint has done it again. While I haven't received a letter like others it is wrong for them to do this. I have had my fare share of calls to them where I was either routed on several times and hung up on several times. I will drop them the minute my contract is up in support of the innocent ones that have grandfathered into their plans. I will also take my numbers with me, and if they ask I will let them know why. I will give cricKet a chance just like I did with Sprint. | |
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bk2007
@consumerdirect.com
| i agree with the move it makes sense if you ask me....i mean they do try their best to resolve their problems but some customers give them more headache and cost them a lot of money than profit!!
When I called to cancel my account because I was unhappy, they gave me a better plan for cheaper price, and i decided to stay with them.
they knew i mean business so they kept me. but there are those who just want to nag and like to take advantage of situation and their flexibility. They jam the call center for honest people like me when we truly have problems.
those people are reason companies like sprint are not growing as fast as they should. they are spending too much time and money expanding call center and customer service where they could put it into advertising or expanding and improving network.
being a small business owner that makes perfect sense. if customer is not profitable for you, refuse to service them!!!
the logic of "customer is always right" is so 90s and it does not belong in new age. | |
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