I will second this.
Sprint went from a company where I would avoid calling them at all costs, to one with call centers in the US who are quick and helpful.
They helped me setup several devices including mifi, and airrave over the phone and called back in a few days. Those surveys after the calls must have worked because all of their CS people, even the ones in the store, have been much better, and actually know their products. At some point Sprint must have forced their employees to know technology which is nice.
I complained about service because I used to live in a old solid brick building surrounded by others of the same and they gave me a free Airave and comped the cost per month.
Despite all the bullshit, Sprint is easier to deal with now, their 4G actually works and with all the fees it is still much cheaper then VZ. They also do not cripple devices. I have been with Sprint through the good and bad, and they are just barely worth it over others. Worse case scenario, I roam free on VZ.
Their customer service has improved exponentially since Hesse and that was by far their worst trait, their customer service was one of the worst for any company, now it is some of the best.
This is not the greatest post in the world, no, this is just a tribute!
|reply to FFH |
I agree with your analysis on this.
To me - the best customer service - is the one that you don't have to use.
In VZW's defence (haven't used them in 10 years due to customer service + coverage), if their service is works - there's not much to complain about other than cost.
AT&T on the other hand, has had years of messed up service due to integration (AT&T + Cinguar), technology change (TDMA -> GSM -> WCDMA) and issues with the most popular device (iPhone), and their ability to manage it.
Sprint went through the same thing as AT&T to an extent - CDMA + iDEN was ripe for mass defections due to CS handling of it. It appears to have improved (I use Sprint for work - but rarely call CS) - and have as many issues with them as I do with AT&T - if not more.