sprintuser
@rr.com
| Aint that a fact
Try calling customer service from a "nextel" phone, the ic 502, which is a hybrid Sprint for voice/data, nextel for 2 way phone, u'll have someone answer in nextel, but say thanks for calling sprint. as soon as u say u have a billing issue, they instantly want to transfer you to sprint, but hey arnt you sprint, yes, but im on the nextel side. billing is on the sprint side. |
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fiberguy
My views are my own.
Premium
join:2005-05-20
| I agree.. and the bottom line is that Sprint treats Nextel customers as second class citizens.
IMHO, they should have "merged".. however, ran them as two separate companies, or "store fronts" keeping them separate. I would have taken a little more time to figure out how to migrate the two systems (customer service systems)together.
I have one phone on sprint, a broadband card, and two nextel phones and they all come on one bill.. that I like.. what I DON'T like, is that Nextel has always been a 'business service' with that mindset.. I don't like my business accounts being handled by the common every day CSR that treats me like nobody..
I will say this.. and I don't normally do this - but when they treat me like crap.. I throw it back 10 fold and make sure they know it.
I like the Nextel service and the billing choices/plans.. I hate their 'new' customer service and the endless transfers to get to someone that can help me.
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"Complaining is the least path of resistance for the self-serving, the lazy, and I’m told it’s a woman’s prerogative..." |
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mindfrost82
join:2003-04-19
Cortland, IL
| I'm not sure about Nextel (before the merger), but I did business support for Sprint before the merger, and in all reality, it wasn't any different than the normal CSRs. We were treated the same, we handled many of the same calls (overflow from regular customer service), and people still had to get transferred.
I know people hate the transfers, and I think it has gotten worse, but that's part of the CSR job. They don't know EVERYTHING, so they have to transfer you to a department that should be able to help you. If you have a weird problem, then just forget it. I called in the other day because the local cell site is having issues with channel 375. I've been calling in over the past 2 weeks (since the problem started) and people will tell me things, but I'm never sure if it will get fixed. On Saturday I finally called in (for 2 hours), and was transferred about 4 times, but I THINK I finally got someone to help...atleast they seemed to know what they're talking about. |
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axus
join:2001-06-18
Washington, DC
 ·Verizon Online DSL
| reply to fiberguy
My support experience with Sprint/Nextel has been average. I got the Nextel phone right before they merged with Sprint. Setting it up was screwy right off the bat, but I've gotten through and been able to pay bills, change phone numbers, etc. without holding more than 15 minutes. |
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fiberguy
My views are my own.
Premium
join:2005-05-20
| I'll tell you one thing that Nextel DEFINITELY impressed me on. When I had issues using my phone inside my house, I registered a trouble ticket with them. The next day, I got a call from a tech at the tower asking me to verify signal and if I could use my phone service as before..
Yes - a tech actually responded to a report of constant dropped calls, they dispatched, and corrected the problem.
I've YET to ever have AT&T, or Sprint EVER respond to that level of service.
--
"Complaining is the least path of resistance for the self-serving, the lazy, and I’m told it’s a woman’s prerogative..." |
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mindfrost82
join:2003-04-19
Cortland, IL
| For the past 2 weeks one of my phones was having issues with dropped calls. On Saturday I actually got someone in "Advanced Tech Support" that seemed to know what they were doing.
I, of course, had to diagnose a lot of the problem. I figured out it affected any phone using channel 375. My phone was on channel 350 and it worked great in the same locations.
The tech said an engineer should be out in 24-36 hours to fix the problem.
Last night the problem *appears* to be fixed. I will be doing more testing today though. |
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