Sprint Cutting 8000 Jobs
Will try to avoid cutting customer service positions
by Karl Bode 10:16AM Monday Jan 26 2009 Tipped by jc100
Sprint Nextel this morning announced
that the company is cutting about 8,000 positions in an attempt to cut costs by around $1.2 billion. Sprint, still suffering from their botched acquisition of Nextel, says it will complete the layoffs (which account for 14% of their 56,000 employees) by March 31. Sprint says they haven't completely decided where all of the cuts will come from, but will try to avoid reducing customer support staff. "Labor reductions are always the most difficult action to take, but many companies are finding it necessary in this environment," proclaims Sprint CEO Dan Hesse.
said by fifty nine:Marketing costs will always be the last thing cut in tough times because it is Marketing that keeps the money flowing in. Back office costs, maintenance, & other functions will be outsourced to cut costs.
I wonder why they don't just cut those expensive commercials with Dan Hesse parading around instead of putting people out of work.
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| You know, I've been a Sprint Customer for about 10 years. I have left them once to try Cingular, and hated Cingular. I even had someone on here contact me once in regards to their report. Never heard much on a follow up. But he did a story about and the incoming Dan Hesse at the time.|
So why exactly is Sprint Suffering? It breaks down to one word. Support. Their support is absolute bottom barrel. They outsource their support to a company named Teleperformance. While I commend Sprint for sticking with American Support, it's hardly capable of being called "Support". Many of the techs are ill trained or overworked. Ill trained is a huge factor. Have a problem? No one is ever on the same page. It takes HOURS to resolve simple matters. As I said, for ten years, I have been with them. I have had all the nightmares that come with this service and then some. For two years, my bill was WRONG. I was charged for stuff I paid for. Roaming was billed to me sometimes @ 40 dollars or more. Um hey, can you read INCLUDED in my package. I'd have to argue with the person and then their manager. I'd sometimes have to call back to get someone else who had a 1st grade reading level, to check my plan. Hours and Hours later. It'd get sorted ONLY to happen again the next month. This has been one of SEVERAL nightmares. Hell, I even had to resort to getting the Ohio Attorney General Involved to fix most of my issues. Then, problems went away for quite some time. Yet, they cropped up their ugly head a few times after.
So after reading this, you say, how come you haven't jumped ship? Well, Sprint has one thing going for it. A DAMN GOOD NETWORK that rivals all else. Sprint does a a good job at providing the service when it works and is billed properly. Sure there are dead spots, but then I got free roaming (when I'm not billed extra for it). Sprint has great plans for vision on their phone. I love the radio / tv stuff. More so, the radio. I use my phone when I take my walks. It's great for safety and I dont got to worry about having to carry a radio either.
So Mr. Hesse. What can you do to fix your sinking and ailing ship? Bring Support in house. Ditch this 3rd party crap. It might cost you more int he short term, but the overall savings will follow, as you stop bleeding customers like a hemorrhage. Seriously, streamline support and bring them under the Sprint wing. Train them efficiently, and get people on the same page. If you can succeed here, all else falls in place.
As I said before, I am a ten year customer, but I have a hard time recommending this service to anyone as of now. Give me ten minutes with the board, and I'd gladly give them my two cents on what needs to be done. Been there, done it, and see it all with this company from a customer standpoint.
Sprint Execs take note. When you're retentions become your customer support, you know you got an issue.
Feel free to contact should any Sprint Execs read this forum. I'm not selling anything, asking for anything, but I'll gladly give a FREE OPINION of my decade long experience with your product. Good and Bad. As maybe if someone takes the time to listen, you'd be adding millions versus losing them!!!!!!!!!!
Re: Commercials 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!
| 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.
Re: Commercials 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.
said by StarFish267:And how many PERFORMANCE raises do you get in a union job?
Sprint CEO Dan Hesse, is a tool.
Once he started the job he fr-ooze all performance raises.
I quit working for Sprint 1 month later and am now at a Union Telco
where this type of abuse of employees is not accepted.
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| |NY TelPremium
Re: 8k ... ouch
said by PhoenixDown:Agreed. These people did nothing wrong, they simply work for a company with problems. Very Sad.
I feel bad for those who will be impacted by this.
| |NY TelPremium
Re: 8k ... ouch
said by neftv:He and so many others are totally out of touch with "we common folk" and he made sure his "big business buddies" all got taken care of.
That CNN article should scare people. I know I am. I been laid off and don't have any full time job now.
As far as I am concerned Bush thinks he was a great president but I say he just a legend to his own mind.