ydoucare
join:2003-03-12
Rensselaer, IN | reply to dneiding
Re: Very confused
My guess is that whatever is printed on the bill is correct, and the reps are simply misinformed. |
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dneiding
join:2005-08-09
New London, OH
| Well, here is the reply I got:
Dear Mr. XXXXXX,
Thank you for contacting Sprint. I understand your conern about the 5GB cap.
Yes, Sprint is going to launch the GB cap for the data usage. I would
like to share with you that existing accounts are not impacted by this change.
Thank you again for contacting Sprint. We appreciate your business.
Sincerely,
Nick R.
Sprint
Original Message Follows:
------------------------
========================================================================
Name: XXXXXXX
Form: Ask A Question Learn OR Feedback and Suggestions - Learn
Topic: Plans, Features, and Services
Contact Number: XXX-XXX-XXXX
========================================================================
Original Question: Changes to unlimited data plans (ie 5 GB/month cap)
Question: My most recent bill which I received on May 30, 2008 says there will be a change to the T&C. It says ?Sprint reserves the right to limit throughput speeds or amount of data transferred and to deny, terminate, modify or suspend service if usage exceeds 5 GB/month??. I called customer service twice to ask about this and was told by representative RA464933 that this did not apply to me and she said she would note this in my account. During my second call I talked to
RU451114 and he told me the same thing.
I am very confused. Why does my bill say one thing (that there will be a change which limits me to 5 GB/month) and the customer service representatives say this is incorrect?
========================================================================
****************************************************
Additional Data
****************************************************
SUB Topic : Plan Change
Current Customer ?: Yes |
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ozzyrulez
join:2008-04-06
Keystone Heights, FL
| reply to HEDP
Re: Important information about unlimited plans
I just got off the phone with Sprint. The person I talked to swears up and down it doesn't affect Mobile Broadband users just Phone as modem users. If they cap me I'm shutting it off, I didn't come to Sprint for more DirecWay FAP B.S. but I suppose I'll find out soon enough though... |
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ninjatutle
Premium
join:2006-01-02
San Ramon, CA
 ·Sprint Mobile Broa..
| I made this to clear things up for everyone. |
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rawgerz
In Debt we trust
Premium
join:2004-10-03
Grove City, PA
 ·Verizon Online DSL
·Sprint Mobile Broa..
| reply to HEDP
Is anyone else pissed off over how this was managed?
I mean Christ, the internet sites contradict what their phone support says, and that is IF one of them heard the phrase "5 GB" uttered in the office.
It's like the people in their PR department are drunk.
No one knows the facts 100%. Some people think the "Simply Unlimited" plan is just that, when it says in the TOS that does not apply to PAM usage.
And the rest think that "Unlimited" meant that to begin with, when if you simply would read the fine print it clearly says Sprint has the right to do whatever they want to your account based on your usage. Including termination if they deem fit that you are "abusing or disrupting" service to other users.
Their incompetence really speaks to the amount of subscribers they've lost.
--
You can't make all the people happy all of the time. But it should be common sense to shoot for the majority. |
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HEDP
join:2008-04-27
Miami, FL
| It's called micro management, who ever is in charge of the call centers is sitting on their ass and not passing the important information from the top.
The whole secrecy thing in turn simply causes a rumor and you get this crap. Just come out with a press release about it, and if anything show up on Bloomberg and talk about why they are doing it.
But nobody has the balls or tits at Sprint to even show up their face so they beat around the bush and this is the result. Nobody knows wtf is going on, but in the real world the worse of the two objects are usually the right one. |
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Black05Hemi
join:2004-06-17
Yucca Valley, CA | reply to ninjatutle
said by ninjatutle  :I made this to clear things up for everyone. LOL |
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ninjatutle
Premium
join:2006-01-02
San Ramon, CA
·Sprint Mobile Broa..
| reply to HEDP
What if Sprint is verbally telling everyone, changes are in effect but these caps don't apply to us and don't enforce it. But they still draft the changes and send them out to everyone. Then, 2 months later after the grace period for free early term is over they start enforcing, doing throttling, anyone calling in is told, though luck kid-o.
They have stuff in the works... |
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dneiding
join:2005-08-09
New London, OH | That's why I got my commitment in writing. I'm not suggesting the CSR might not be wrong but I'm not real worried that I won't be able to cancel without an ETF when and if they hassle me for going over 5 GB. |
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jbone108
join:2008-06-06
Harpersville, AL
| reply to HEDP
Heres what they told me.
Dear xxxxxxxxxxxx,
Thank you for contacting Sprint. I will be happy to assist you with your question regarding the new 5GB limit on data plans.
The new limit will not be imposed on current consumer liable plans, so this change will not affect your Unlimited Data Plan.
You can check your data usage, beginning 06/15, at MySprint, under "Usage."
I hope this information helps. Please reply to this e-mail if you have additional questions or concerns, and I'll be happy to assist you.
Thank you again for contacting Sprint. We appreciate your business.
Sincerely,
Janelle R.
Sprint eCare
Original Message Follows:
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=============================================================
Customer Name:xxxxxxxxxxx
Sprint PCS Phone Number:
Account Number: xxxxxxxxx
Form: Ask A Question-Manage
Topic: Other
=============================================================
Question: I noticed on this months bill that Sprint is imposing a 5 GB data usage limit and was wondering if I will fall under this limit even though I have an unlimited data plan? If this change affects me what steps will I need to take to terminate my service? Is there any to monitor your data usage threw out our bill period? |
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geeke19
join:2004-09-11
Lake Cormorant, MS | reply to HEDP
I just sent them a email also asking them if I was going to be affected by this change. Since I signed up with them last OCT. I pray to god they say my contract will stay the same and the caps wont apply. |
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geeke19
join:2004-09-11
Lake Cormorant, MS
| reply to HEDP
here is the email I got back from them.
Dear Geeke19,
Thank you for contacting Sprint. I apologize for the inconvenience
you may have experienced due the message you received about 5GB caps
limit on data usage.
Yes, you have correctly received the message that Sprint has decided to
put a cap of 5GB on the data access plans. First of all I assure you
that this cap will not have any financial impact on your account.
Sprint has reviewed the usage pattern of the customers and has put this
cap on the upper limit. There are very few exceptions that the
customers reach to this limit.
Now let me explain that this policy has been implemented for the
benefits of the customers like you. Few customers use their data
services for commercial usage and download heavy data. When someone is
downloading a particularly large amount of information over a long
period of time, repeatedly, it can slow down speeds for other users like
you who might just be checking their e-mail or browsing online. So to
make sure Sprint service is fair for everybody, Sprint is encouraging
the right kind of use on the network.
You will only be affected by the 5GB cap if your usage goes upto 5GB.
Thank you again for contacting Sprint. We appreciate your business.
Sincerely,
Alex K.
Sprint
Original Message Follows:
------------------------
========================================================================
Name: Geeke19
Form: Ask A Question Learn OR Feedback and Suggestions - Learn
Topic: Billing / Payment
Contact Number:
========================================================================
Original Question: 5gb cap
Question: June bill has 5GB cap notice? Will I be affected?
I noticed on this months bill that Sprint is imposing a 5 GB data usage
limit and was wondering if I will fall under this limit even though I
have an unlimited data plan?
I got my service in late OCTOBER of last year (2007)
========================================================================
****************************************************
Additional Data
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SUB Topic : Billing Inquiry/Invoice Charges
Current Customer ?: Yes
they can take that 5gb sorry cap and shove it! 5gb = useless |
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res0kkw
join:2008-05-09
Corydon, IN | Yeah they can shove it.
Hell past 3 days ive probly used 3GB alone.Thats not a usual thing .I mean one was a demo on live that was 1.5 gb and then a map download for a game was 500mb so theres 2 gb rit there in no time. |
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geeke19
join:2004-09-11
Lake Cormorant, MS | talked to the sprint guy on the phone he said my contract is staying like it is until my contract expires OCT 2009. so I am glad. |
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Wallace
| reply to HEDP
Was at the end of my 30 day trial, so I emailed Sprint and got a confirmation that the cap applies to everyone. Took the kit back to the store on Saturday, with one day to spare.
Of course the assistant in the shop doesn't believe me and has to phone someone to check it. Then we start the cancellation process, first call is dropped and we have to dial in again.
I have to do the talking as the assistant cannot do it????
First contact takes all the details then has to check that the cap is coming, then forwards me to the cancellation department. Have to give all my details, including pin number, phone number etc, then asks reason, argues with me that it is not coming, goes to check, then has to transfer me to the 30 day trial cancellation department.
Guess what, they take all my details again, ask the reason for the cancellation, argue with me, go check, want to speak to assistant then gives me a long chat about how I used only 2 Gb in 29 days (none sense - the only hope for those that remain is that there system is not accurate, I know I downloaded a whole lot more than that - I watched the free space shrink on my HDD), and the cap will only apply to the 3% of customers that exceed 5 Gb. If their metering system gets fixed, they might find out that it is more than 3%.
So I cancelled, and they know why.
Pity they couldn't let me download unlimitedly between 12:00 and 06:00 or something.
Went to ATT, where the whole sign-up process was a whole lot quicker and less painless than Sprint, but the system is a lot slower in my locale, so it will be going back too.
Good luck to those that remain. |
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HEDP
join:2008-04-27
Miami, FL
| You know what I would of done?
Pretty much insult the stupid bitch on the other side of the line, I am fed up with the crap of them not knowing, if they don't know they better get the right info because it's my name on the contract and it's my card they are going to charge.
So if they want to give me that kind of BS, I would of told them to go screw themselves and everything in between. My account I am sure has already been flagged as a "aggressive and rude" customer more than twice, but I am not going to sit on the phone or at a store being transferred between departments till someone with a clue comes on.
I am nice and respectful at first, but the moment you start getting an attitude with me, I open up the flood gates, because it's down right pitiful that I know your job better than you or your managers.
Your job isn't that damn hard, it does not require any special skills either. I already know to which departments I need to ask for when I call, so the process is less painful for me. To bring in a new customer though, and these jack asses adding things that you have not even asked for and later getting surprises on your bill only to make sure they get a "little" bit more commission off the sale.
I seriously had enough with reps. If I simply just don't know, I just don't know it's that simple. I am not going to have a customer on the line while I think of something to crap out of my ass and act like I actually researched it.
No man, I am done with that BS. |
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Jack_in_VA
Premium
join:2007-11-26
Mathews, VA
| said by HEDP :You know what I would of done? Pretty much insult the stupid bitch on the other side of the line, I am fed up with the crap of them not knowing, if they don't know they better get the right info because it's my name on the contract and it's my card they are going to charge. So if they want to give me that kind of BS, I would of told them to go screw themselves and everything in between. My account I am sure has already been flagged as a "aggressive and rude" customer more than twice, but I am not going to sit on the phone or at a store being transferred between departments till someone with a clue comes on. I am nice and respectful at first, but the moment you start getting an attitude with me, I open up the flood gates, because it's down right pitiful that I know your job better than you or your managers. Your job isn't that damn hard, it does not require any special skills either. I already know to which departments I need to ask for when I call, so the process is less painful for me. To bring in a new customer though, and these jack asses adding things that you have not even asked for and later getting surprises on your bill only to make sure they get a "little" bit more commission off the sale. I seriously had enough with reps. If I simply just don't know, I just don't know it's that simple. I am not going to have a customer on the line while I think of something to crap out of my ass and act like I actually researched it. No man, I am done with that BS. Do you possibly have a vocabulary that doesn't include such crude language and phrasing? Most people could make the same points using words and phrases that are not so offensive. Evidently manors and being civil are a lost part of our "it's all about me" generation.
How would you like it if someone called your wife or mother the word you described the employee just trying to do her job? I assume you work so how would you like it if someone like you talked that way to you? I just bet you would instantly develop an "Attitude". Think about it. You don't need to try to impress anyone on here with your lack of communication skills. We already have determined that fact. |
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cpayne5
join:2004-01-06
| reply to HEDP
I get angry at companies too, but I try not to take it out on the CSRs. Unfortunately, they are kept in the dark about a lot of things, and sometimes truly cannot help it. They were not the ones that created the policy, nor did they choose to not have the information passed down to them.
I try to give them the benefit of the doubt.
--
Hail To The Redskins |
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Jack_in_VA
Premium
join:2007-11-26
Mathews, VA
| said by cpayne5 :I get angry at companies too, but I try not to take it out on the CSRs. Unfortunately, they are kept in the dark about a lot of things, and sometimes truly cannot help it. They were not the ones that created the policy, nor did they choose to not have the information passed down to them. I try to give them the benefit of the doubt. Most people would do the same. I know I try to treat someone the way I would want to be treated. With respect. |
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HEDP
join:2008-04-27
Miami, FL
| reply to Jack_in_VA
I don't think I should have one when it comes to Sprint. I try to be professional and respectful while still trying to get my point across but in the end all of that has given me was pretty much a "oh well screw you I don't care if your right we still won't fix it".
I am tired of being disrespected by being hanged up or being treated as if I didn't have a clue about "how hard" their job is. Must be nice sitting under the A/C stuffing your face with free muffins.
Also if I know my wife or mother where wrong and they where corrected or yelled at for saying something stupid, that's pretty much on them. I am sure my wife does not need her husband to come defend her in a knowledgeable argument. I am sure she is more than smart and capable of defending herself with her own words.
I have no sympathy for people who don't go that extra mile to at least make the job right, but if you want to sit on your ass giving me some lame excuse for a reason something was not fixed, you pretty much asked for it.
I pay more than enough to have at least one smart guy who knows how to do his job properly. Since sprint can't even do that, and their employee's can't be trusted without adding some extra crap in there to increase your bill, I am done being nice and civil.
Also don't try to impress me either as if you have a clue of what communication skills are, I think I worked to long in direct sales in general to be very well informed of what they are and how to effectively use them not just in sales but regular conversations as well.
Pretty much the only time I decide to post is pretty much because I am upset about something or trying to give information, so don't ever expect me to act "civil" when I do post. |
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