Sprint Cutting 8000 Jobs > Commercials

reply to fifty nine

Re: Commercials

I agree with you on support - I called to report a handoff issue between 2 specific towers and the girl tells me to restart my phone then gives me a $75 credit. Some support...

Yep. All they can do is throw credits at you or send you to retentions when you've had enough. After 10 years, I told them I'd had it. My phone broke, I had insurance, and I'm sure you can guess. They claimed the insurance I spent like 150+ on over the life of the phone didn't cover the phone itself. It was for SOFTWARE HELP. WTF. I said, no, I didn't pay for software help. I paid for a brand new phone when mine broke. How about this, you cancel my service and I go buy a new phone with someone else. Immediately I got stuck on hold, and about 10 minutes later, someone answers from retentions. I told the guy cancel my service. If I've just spent money frivolously to have to go buy MY OWN PHONE, then I'll gladly do it elsewhere. The guy tossed a 100 dollar credit at me and I relented. I saw a new one on Ebay for about that price. Really, I should have demanded it all back. What a Scam. Sprint Techs don't know what they sell, and even their own people kept telling me, call back the insurance. It's covered. So yes, retentions is about the only place you will get a solution when all else fails. How sad is that!

reply to Go Tarheels
You might want to rethink that "DAMN GOOD NETWORK" as more and more of its support gets farmed out to foreign contractors.

Infrastructure is Solid... at least for now. Support base sucks. We'll see what happens if they start outsourcing their infrastructural upkeep. If the service degrades, that's the last straw for me anyway. As of now, the only reason I keep my phone is because of the sirius radio that I use when I take my walks. Nice feature and I like the service generally. If either goes downhill, I'm gone. Our bill (Family Plan) is around 160 a month / 2000 dollars a yr elsewhere. We have 5 phones on a family plan, with extras on my phone. Had the service about 10 yrs in total, though started off as 2 phones. Branched out to my grandparents being added (though they dont use theirs much) as free calling between Sprint phones. Anyway, we're a big consumer and quite frankly, someone else can have our 2000 dollars if that happens. We could be considered one of those "Core loyal customers" that make up their base. However, we'll jump ship should any further incidents (including service degradation), start occurring.

reply to jc100
I'm not sure when he last time it was that you dealt with Sprint's customer support, but they have shown great improvements in this area. I thought I read somewhere that they had even won an award, or were recently ranked at the top of the list in customer support.

I'm also a long-time customer of Sprint after having been with AT&T before that, and I have personally noticed an improvement when dealing with Sprint over the phone or in their stores.

I just got a BlackBerry Curve a few months ago. I wanted to add this as new phone to my existing account, but use my existing phone number on the new phone while using the new phone number on my existing phone. I was expecting a major headache, but everything went smoothly. Even billing got it right. I was even able to get the mail in rebates immediately processed at the time of purchase without having to wait for months.

Sprint certainly did have some major problems, especially with their website, but things have gotten much, much better.

If anything, the Nextel merger was most damaging to Sprint. This probably contributed to their previous customer support issues.

Edit: I found a link about Sprint's recent turnaround on customer service. »www.bizjournals.com/wichita/stor···y40.html Sprint has repeatedly identified customer support improvement as their highest priority.

Not that long ago. Sprint support is on my shit list until further notice. I have had a FEW POSITIVE experiences. Like when the idiots screwed up my billing and service for the 10 millionth time. I got someone willing to work with me until it was sorted on the spot. What a rarity. 99.9 percent of the time, I get bumped around to more people than I can count. It might have improved, it's far from being any bit good. Maybe instead of utter failing at customer service, they get 1 or 2 problems right occasionally. Seems you got lucky.

Well, I did have my problems. I used to get charged for some service each month and neither I nor the CSR could find this service on the website. They would pull the charges and next month I'd have to go through the same routine again. This lasted for about 6 months. The last major overhaul of their website seemed to have corrected a lot of issued with their billing. A major communication disconnect was seeming resolved about the same time.

Maybe I have been lucky, but their customer service used to be terrible for me, and now it is top-notch for a business of this size. Sprint is saying that customer service improvement is the top priority, and the last couple of quarters seems to indicate that their efforts have been successful.

reply to jc100
As you stated so brilliantly, I also left Sprint PCS because of the poor Customer Service.

Companies who outsource lose the Quality Control of their Support Services.

The customers of those companies who outsource off-shore have the additional language barrier too. I frequently have to go through several representatives to get a problem solved; and this problem is not just in the telecommunications industry either!

The problem is that no single company can buck the trend and provide in-house American Customer Service Representatives because of the immediate cost reductions seen on the bottom line by firing American workers.

Corporate America as become so short sited.

reply to jmn1207
Probably. I had to resort to involving the Ohio Attorney General to see some relief. Sprint, for now, has a good network. Sprint itself (at least in my eyes and still current experience), has leaps and bounds to go with its support. Maybe this is changing, but I still seem to run into brick walls when inquiring about anything that's not in the "manual". Why did I get billed for roaming, it's included in my service. Why is my bill and pricing for services constantly changing, being removed, etc without my consent? I mean, all these things should be standard and routine. If X customer has a package, and suddenly you start double charging or removing it, there needs to be a solution. Not we'll look into it, wait 24 hours, or call back later. Yes, these are all the excuses I'd heard. Call reps and managers alike. I even got so attuned to these lines, I'd call them out and press until things got sorted. So is sprint's customer service award winning? Sure, maybe at the Razzies (Rasberry) ceremony.