pnh102
Reptiles Are Cuddly And Pretty
Premium
join:2002-05-02
Mount Airy, MD
 ·Comcast
| Customer Service Symptom of Larger Problem
Whe people complain about Sprint's customer service, the question they should be asking is why do they need to contact customer service so often? What is Sprint doing wrong that is leading to all these people having to call customer service?
I can't remember the last time I had to call AT&T's customer service. For all I know, AT&T could have the worst customer service on the planet and I would have no idea. Of course, the only reason I do not know is because I haven't had any problems which have required me to call their customer service.
I think I have probably jinxed myself now. 
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This isn't fair! I was only supposed to hate just ONE presidential candidate! |
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jc100
join:2002-04-10 | Most of it HAS TO DO WITH CUSTOMER SERVICE:
Billing Errors
Account problems (losing services that one pays for)
Those are the 2 biggest issues I have faced. All stem from the support sector that don't have their ducks in a row. |
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qworster
join:2001-11-25
Los Angeles, CA
 ·DSL EXTREME
·Brand X Internet
·RoadRunner Cable
 ·Vonage
4 edits | reply to pnh102
You are right...
Sprint's problems are more endemic of their billing system then their CSR reps.
Unlike my other bills, I always go over my Sprint bill with a fine tooth comb, because there's probably an error on it.
Oddly, the errors always seem to be in Sprint's favor, not mine.
Sprint screws up credits and payments, turns off phones where there's no billing problems, turns off phones in the middle of the night and on weekends (there favorite time seems to be late on Sunday nights), turns off phones in the middle of a call, etc., etc. Their billing computer needs to be hacked to pieces with machetes so fully that no piece is bigger then 1 inch square. For some reason, they seem to make more billing mistakes then all the other cellular carriers COMBINED!
Then, try to get Customer Service to deal with your problems-or for that matter, just try to get Customer Service at all!
I can't tell you how many times I've been routed around in endless prompts and menus for 30-45 minutes trying in vain to get a real person, only to be told "That number is busy, please try again later" *CLICK!*.
Then when you finally get a Sprint CSR, chances are they're either clueless, nasty, or can't do anything without their supervisor's approval (and the Supervisor is playing the bad cop in "good cop/bad cop").
And let's not leave out where they're all of the above!
Look, this post is not designed to denigrate all the good Sprint CSRs. It's just that you are WAY in the minority at Sprint (and you know it too!).
Why do I stay? Fair question.
First off, I have a good retention plan:
2500 amytime minutes shared among five phones located in three different area codes. Unlimited phone/phone. Unlimited nights/weekends at either 7 or 8 PM (depending on what month it is-I get either one or the other in my monthly bill-and they change back and forth with no rhyme or reason). Unlimited power vision on all 5 phones.
Cost: About 150.00 a month with taxes and fees.
Second, they have service where I need it. Their service seems to be good. I get very few dropped calls (but then again, I live in Los Angeles). Voice quality is good.
Third, my 82 year old mother in law has one of my phones. It's taken her 2 years to learn to use all its features, etc. My wife would crucify me if I changed carriers and she got a different phone.
Finally, they give you a decent credit for a new phone either every 18 months or two years, depending on what direction the wind is blowing. Seriously, I can't keep track of it. Some CSRs tell me I'm eligible now, only to find out I'm not then I go to actually BUY the phone. Other times I've gone to buy the phone only to be told by the guy at Radio Shack: "You know, you qualified for a rebate seven months ago". There seems to be no standard that applies...
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jc100
join:2002-04-10
1 edit | qwor,
Basically, my experience is I end up reaching someone who assures me the problem gets fixed. Either they make it worse, don't solve, or just throw out promises. I even get this from supervisors who are just as bad as CSR's. In Sprint's favor, they often toss out credits like candy as they know their support sucks. I do appreciate that aspect, as sitting on the phone for like 3 or 4 hours is a waste of my time. However, the headache and stress sucks. Seriously, they need to train their reps. Sprint has the potential to be a GREAT company for all the reasons you mentioned. I love my evdo, wireless web, and have few dropped calls. Plus their plans are REASONABLE. Also, I love my phone. With that said, their main obstacle has been addressed. If I could speak to this CEO directly, I would hammer that issue home. It's not like it's hard to correct. Simply consider the time and money spent as an investment to future sustainability. |
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insomniac
Oh Yeah
Premium
join:2002-09-22
Naperville, IL
clubs:
·AT&T Midwest
1 edit | reply to qworster
said by qworster  :Finally, they give you a decent credit for a new phone either every 18 months or two years, depending on what direction the wind is blowing. Seriously, I can't keep track of it. The program changed again about a year ago, if I recall correctly. Now you can get a $75 credit at the end of your 12th month, or $150 at the end of your 22nd month.
Best bet: Don't talk to a rep, just plug in your phone number at »www.sprintrebates.com/
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If everything seems to be going well, you've obviously overlooked something. |
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jjeffeory
join:2002-12-04
USA
| reply to pnh102
Re: Customer Service Symptom of Larger Problem
said by pnh102 :Whe people complain about Sprint's customer service, the question they should be asking is why do they need to contact customer service so often? I totally agree with you. It's a great point. |
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StarFish267
join:2005-11-25
Fort Worth, TX
 ·AT&T U-Verse
| reply to jc100
1. Billing Errors.
" This is not a customer service issue but a billing platform setup programing issue, from the systems and tools that are used for this. "
2. Account Problems.
" Again this is the same not a customer service issue, but a billing platform issue."
Have Sprint customers sign a petition to dump Amdoc's as there software provider and get a more reliable programmer to run all the systems. |
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