Sprint CEO Says Problems are Fixable
But he's being vague on plans for the future
In a recent interview
, Sprint Nextel CEO Dan Hesse acknowledged that the company has faced a lot of problems in the past year but assures both customers and investors that those problems can be fixed. Hesse says that rumors
about Sprint’s demise are false but that he hesitates to make too many promises about the company’s future because he doesn’t want to make false predictions without putting a more solid plan in place first.
The plans that he does have for Sprint Nextel in the coming months are expected to be revealed when Hesse speaks at an upcoming industry trade show. However, it is believed that what he’ll have to say is fairly predictable. For example, he is expected to address the concern over customer defections by pointing to Sprint’s efforts to entice customers with their new flat rate monthly plan
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.
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.
Re: The 10 things that Sprint needs to do...
said by qworster: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.
Within the past 6 months, (under Danny), things with Sprint seem to be getting WORSE, not better. It makes me question everything he says....
| |pnh102Reptiles Are Cuddly And PrettyPremium
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!
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...
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.
Re: Customer Service Symptom of Larger Problem
said by pnh102:I totally agree with you. It's a great point.
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?
| |KSUJaceGolden Flash
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 -
> 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.
> Angelina R.
Somehow I highly doubt you value you my business ...
"Let me make it clear to you" ... shiz!