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jmn1207
Premium
join:2000-07-19
Reston, VA
 ·Verizon FIOS
2 edits | reply to jc100
Re: Commercials
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. | |
jc100
join:2002-04-10
| 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. | |
jmn1207
Premium
join:2000-07-19
Reston, VA
·Verizon FIOS
| 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. | |
jc100
join:2002-04-10
| 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. | |
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