 jc100
join:2002-04-10
 ·RoadRunner Cable
edit:
March 30th, @12:45PM
| Here's what needs to be done 1) Fix customer service. You know it shouldn't take 10 phone calls to get an issue resolved.
2) Train your people and not just stick them at a call center. I AM VERY THANKFUL the jobs are still in the U.S. Please train people accordingly so they can help fix issues and know who to talk to if they can't. See above. It takes 10 calls, multiple yellings at supervisors, to correct stuff that shouldnt be too hard.
Positives:
You got EVDO and a very expansive network. If you correct the above, you'll be one of the top carriers. Unfortuantely, bad customer support is very off putting. I have been a Spring customer since around 1999, so this is coming from dealing with this company for 9 years. Take this to heart, if the anyone from sprint\ reads this discussion. Fixing the company doesn't mean pumping money into expansion. It MEANS FIXING STAFF and SUPPORT FIRST. Then, once that is resolved, EXPAND. Building out before fixing said issues, will only exacerbate the problems you got. | |
|  | 
gaforces
United We Stand, Divided We Fall
join:2002-04-07
Santa Cruz, CA
 ·Cruzio Internet
| Re: Here's what needs to be done When I called to activate my phone the rep was very friendly and knew the answer to all my questions.
I started asking about the premium service charge which wasn't specified in my online account check, it just said 1 premium service just for trying the sprint TV. I didn't subscribe to any of the premium channels. Anyways when I asked about that the call started breaking up and I got ... lost signal 
I am kind of wary that they will wait for my 30 day trial to expire without telling me the charges and then hit me with it when I am obligated under their 2 year contract.
I got the SERO plan BTW, $30.00 a month for 500 minutes with $7.00 equipment protection plan.
--
There is no greater sign of a general decay of virtue in a nation, than a want of zeal in its inhabitants for the good of their country. ~ Joseph Addison | |
| | 
mindfrost82
join:2003-04-19
Cortland, IL
| I completely agree about customer service, but I don't believe the problem is training...at least it wasn't back when I worked there in 2003. Training for a Sprint call center actually lasted 2 whole months before we actually started taking phone calls.
They have to make the reps enjoy their jobs and offer incentives to make them do their job correctly. | |
| | | jc100
join:2002-04-10
·RoadRunner Cable
| Re: Here's what needs to be done Hey All. I took the initiative personally wrote Mr. Gertzen, the editor of the article. He is a very nice guy. I explained to him my issues. He told me he will be doing a follow up story to this one in a little while. I hope my concerns and the ones addressed here will make it to the CEO. Sprint has a lot of potential. It just needs to be properly directed and harnessed so that it can entice customers rather than scare them off. | |
| | | DarnellP
join:2004-10-12
Las Vegas, NV
| Re: The 10 things that Sprint needs to do... said by qworster  :Within the past 6 months, (under Danny), things with Sprint seem to be getting WORSE, not better. It makes me question everything he says.... Umm Dan Hesse hasn't been CEO for 6 months. He was named CEO Dec. 18 so try a little over 3 months. Additionally from what I've seen and heard, things do indeed seem to be getting better. | |
| | | 
StarFish267
join:2005-11-25
Fort Worth, TX
 ·AT&T U-Verse
·Charter Pipeline
| Re: The 10 things that Sprint needs to do... Worse not better. Hmmn could that be cause Dan screwed the pooch when he announced an across the board measure that not one single employee for 2008 gets any type of raise.
I know for a fact, employees are walking left and right; the good and knowledgeable ones that can. Just like customers employees as well take their business elsewhere! | |
| 
pnh102
Reptiles Are Cuddly And Pretty
Premium
join:2002-05-02
Mount Airy, MD
| 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.
--
This isn't fair! I was only supposed to hate just ONE presidential candidate! | |
| | jc100
join:2002-04-10 | Re: Customer Service Symptom of Larger Problem 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. | |
| | |
StarFish267
join:2005-11-25
Fort Worth, TX
·AT&T U-Verse
·Charter Pipeline
| Re: Customer Service Symptom of Larger Problem 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. | |
| | qworster
join:2001-11-25
Los Angeles, CA
·Brand X Internet
·RoadRunner Cable
 ·Vonage
·DSL EXTREME
·EarthLink
edit:
March 30th, @01:52PM
| 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...
| |
| | | jc100
join:2002-04-10
·RoadRunner Cable
edit:
March 30th, @01:43PM
| Re: You are right... 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. | |
| | | | | jjeffeory
join:2002-12-04
USA
| 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. | |
| | | slckusr
Premium
join:2003-03-17
Maumee, OH | Re: New Sprint Customer... lol i always get 2 bills too. i called them about it a couple months ago and got 2 more bills the next month! they might make more money if they stopped using so much paper. | |
| Prespd
join:2004-03-10
San Diego, CA
| Dan Here's an Idea Don't try to do too much. I know I am a fan of my Helio service which piggy backs on your network. I think it's great . I don't get dropped calls, the network is fast, and the billing is simple.
I think you should adopt some of the approach of your MVNO.
Or a better example. Acura. It's basically a Honda. How do you get people to pay extra for a jazzed up Accord? Keep it simple: good product, limited options (because almost everything is standard {this is akin to the simple flat rate unlimited plan}), and a great sales/customer service experience. You tackle those and Sprint, which I had at it's inception and now piggy back on with Helio, will become the defacto carrier.
I for one hope you turn it around. And if you do, maybe buy Helio if they get into trouble. Or perhaps let SK Telecom help you improve things.
p.s. I have an Acura CL 2003. Great little jazzed up 2-door accord. | |
| 
ureihcim
Freshly made
join:2007-12-16
Miami, FL
| Some information that is not so public Sprint-Nextel has already improved their customer service dramatically over the last month and issues have been getting resolved on just the first call.
The migration of the billing systems would be complete by the end of 2-3rd quarter of this year as the pace has been dramatically increased, and I could say this is true because I received a email that my account was being migrated in April 12 and I been with Sprint-Nextel and on the old billing system for over 2 years.
Xohm is set to be released 2Q or mid 3Q according to a employee I spoke too. The network will be available in a few more locations than just the soft launch location stated before.
Nextel is not going anywhere, anytime soon and no plans on the table to actually eliminate it. So you can still chirp your butt off and keep annoying the world with it.
Things are looking brighter on the other side of the tea cup, so I am counting on Hesse to make the magic happen and once the entire billing system is in place, the problems with the previous billing system will be fixed and technical support has much better control of your account than before.
Expect a open network policy and better online tools from Sprint by the end of the year according to their own advanced tech support staff. | |
| 
mooper
@myvzw.com
| Its so easy... Want to blow Verizon away and get profits back? Drop the silly WiMax/XOHM idea - a technology that is being abandoned worldwide because it doesn't work in real world applications for consumers as hoped - and simply be the first to upgrade to EvDO Rev B. Most users dont need LTE, WiMax, UMB, or other 4G speeds yet... EvDO Rev B would be relatively cheap and would put Sprint ahead of everyone else. Charge a premium for it and lower EvDO Rev A and EvDO Rev 0 and 1x prices to lower tiers... money in the bank. Heck, 1x could be used instead of the silly "city wide WiFi" muni projects for the masses that are also failing. Let every citizen have some sort of connection and charge incremental premiums for the faster ones. | |
| |
ureihcim
Freshly made
join:2007-12-16
Miami, FL
| Re: Its so easy... I say don't drop the idea of XOHM, push it forward and upgrade the EVDO network to Rev.B specifications. Use WiMAX as distribution medium to provide IPTV based content using the partnership with the cablecos to provide wireless set-top boxes and webTV based products providing interactivity from the comfort of your remote. Use XOHM to bring IP based radio services to consumer electronics.
The difference between EVDO and WiMAX is not just the technology itself but it's cost and the flexibility it provides. 35-60 dollars for a wimax radio compared to how much for a qualcomm 3g chipset at the cost of 100-200-300 dollars? | |
| | jjeffeory
join:2002-12-04
USA | I disagree. Catch up with the rest of the world in speeds. 4G all the way. Price it right. | |
| |
StarFish267
join:2005-11-25
Fort Worth, TX | It does work. It has been tested & used in Korea. If Sprint gives up the idea, then it will be picked up by Verizon. | |
| 
KSUJace
Golden Flash
join:2001-12-01
Chicago, IL
·Comcast
 ·Sprint Mobile Broa..
·AT&T Yahoo
| When you get e-mails like this from their e-care So I'm a new customer and I've been trying to deal with a billing issue from returned / exchanged equipment ... and I get an e-mail that totally is rude , and clearer than mud. These issues must stop being the "norm" at Sprint:
On Sun, Mar 30, 2008 at 6:26 PM, Sprint Customer Solutions - eCare1
- Hide quoted text -
wrote:
> Hi,
>
> Thank you for your reply.
>
> Let me make the situation clear for you.
>
> I would like to share with you that the price of Sprint 595u connection
> card is $249.99 plus applicable taxes and against the Sprint 595u card
> we have applied the full credit of $249.99 plus applicable taxes. So,
> the account has not been charged for the Sprint 595u connection card.
>
> Further, I accept that you have made the payment of $99.99 on the
> account as on March 11, 2008.
>
> I want to inform you that the monthly service charges on the invoice
> dated March 22, 2008 is $78.85 but you have only made the payment of
> $13.57 on the account against the due balance.
>
> I would like to share with you that $99.99 payment was adjusted on the
> account against the due balance for the invoice dated March 22, 2008.
>
> I hope that I have resolved your issue. If you have any further queries
> then please let me know and I will happy to assist you with the same.
>
> We value your loyalty and look forward to serving you for years to come.
> Thank you.
>
> Sincerely,
> Angelina R.
> Sprint
Somehow I highly doubt you value you my business ...
"Let me make it clear to you" ... shiz! | |
| | 
grydlok
join:2004-01-06
Richmond, VA | Re: When you get e-mails like this from their e-care haha I received a call and email from Angelina in Ecrap.
I won't go into full detail here but you can find my problems with sprint on Sprintuser. | |
|
Dealer
@paetec.net
| Fairly Pay Dealers The commissioning process has been broken for over a year and a half. No one appears to be able to properly justify missed commissions checks and lost residuals for dealers. Even when confronted with facts, the bureaucracy dodges the issues until they resign, are removed, or are reassigned. The new people in charge just get up the learning curve when they are also sent to another position for which they have few technical qualifications.
If you properly pay your dealers, you will get more customers and much better customer service. If you don't pay them properly, they are much more likely to sell a competitor's product.
Put your senior directors and VPs in positions in which they have demonstrated technical credentials. | |
| | | |
|
|
Sprint CEO Says Problems are Fixable
·