Employees Explain Why Sprint's Customer Service Sucks Post merger management was a nightmare, CSRs say... Business Week tells the tale of a company named Sprint, whose customer service quality entered free fall after they merged with Nextel three years ago. The company's stock has dropped 66% since the deal, many disgruntled customers have left, they've been sued for contract trickery, and ideas that seemed smart at the time (like Sprint's co-partnership with cable operators) have fallen flat on their face. CSRs blame management: Employees like Paula Pryor saw the merger's impact firsthand. The 38-year-old, who worked in a call center in Temple, Tex., says the numbers-driven management approach implemented after the combination led to poor morale and deteriorating customer service. Even bathroom trips were monitored. "They would micromanage us like children," says Pryor, who was fired last year after taking time off when her father died. Of course Sprint is now under the control of new CEO Dan Hesse, whose first major move was to fire 4,000 employees, close 8% of the company's retail locations, and move the company's headquarters back to Kansas to cut commuting costs.
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  mph300Two Thirds The Way There
join:2000-11-09 | customer service? what customer service.... i can agree with the customer service downfall described....i was part of the poor customer service until i jumped ship like a lot of other sprint customers.
btw, not only did customer service tank after the merger, but my cell service tanked also!
mike
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CH3NO2-Fuel me UP-Let's race! | |
|  | | | Re: customer service? what customer service.... said by mph300:i can agree with the customer service downfall described....i was part of the poor customer service until i jumped ship like a lot of other sprint customers. Agreed. I jumped ship and went to AT&T and have been pleasantly surprised with their service overall. My wife remains with Sprint because she practically got her whole family to jump aboard and is a low maintenance customer. I guess it works for her. | |
| | Zerny
join:2007-05-04
Fort Gratiot, MI | said by mph300:i can agree with the customer service downfall described....i was part of the poor customer service until i jumped ship like a lot of other sprint customers. I've actually seen in user in here right that sprints customer service isnt any worse than other providers.
I loled @ him.
yeah no customer service is what is ever expected but sprint is at the bottom of the pile without a doubt. | |
| | | | So it's not just me and thinks service went downhill. I am always dropping calls now.
I have had sprint since 2000. Back then, I had service in places people wished they did and all calls were clear and no dropping.
Now I can have full bars, drops to zero (yelling hello hello) and then the call drops. Right after the drop it goes right back to full bars. Its not the phone as I have 5 lines and all do the same and all the phones are different models
once my contract is up in 8 months, I am dropping them.
After 8 years as a customer I cannot tolerate this anymore as they have really gone to the shit tubes. | |
| | | clinky
join:2003-08-04
Lincolnwood, IL | Re: customer service? what customer service.... I thought that it was my phone too. But since I never had another one to test against, I never thought it could be their service. Its good to share info about this stuff. I see the same behaviour with my phone. Its a Samsung A900 (the Blade) I wonder why the service degraded and what causes the full bars to just drop, and then re-appear a few seconds later. Any thoughts? | |
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|  NY TelPremium
join:2004-04-09
Smithtown, NY
kudos:3
 ·AT&T CallVantage
| 
Tank you for calling Sprint, resistance is futile.... |
said by mph300:i can agree with the customer service downfall described....i was part of the poor customer service until i jumped ship like a lot of other sprint customers. btw, not only did customer service tank after the merger, but my cell service tanked also! mike What it really boils down to is: the company hires dummies to man the call centers.  | |
| | Reviews:
 ·EarthLink
| I too experienced lousy customer service. I had to go through several layers of management to get to a person that would listen and finally terminate the service on my Sprint phone. Totally unecessary, but none the less the phone service is gone now. | |
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 tomkbPremium
join:2000-11-15
Tampa, FL
kudos:5 | they never learn People speak with their wallet. If you are a sucky business, we'll repay you by taking our money elsewhere, probably to someone else's sucky business. It's a race to the bottom. | |
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1 edit | CS Rut The rut Sprint is in... Even though they are now making improvements to customer support, they could be better than other carriers in a few months yet the stigma could last much much longer than that.
And even if they can successfully improve service, most will just talk about past experiences, not the current reality. The perception will be very difficult to kill.
The telcom industry as a whole ranks lowest in customer support compared to other consumer product industries. Sprint CS has sucked, but so do the others...
Is Verizon any better?
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| |  en102Canadian, eh?
join:2001-01-26
Valencia, CA | Re: CS Rut For me, Verizon is actually worse. I gave them there shot when I moved here from Canada, and I've had nothing but problems, and no resolutions from them. I'll never use Verizon or Verizon Wireless again.
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Canada = Hollywood North | |
| | |  NwkEWRSpare Me the Marxist B.S.Premium
join:2002-04-10
Newark, NJ | Re: CS Rut said by en102:For me, Verizon is actually worse. I gave them there shot when I moved here from Canada, and I've had nothing but problems, and no resolutions from them. I'll never use Verizon or Verizon Wireless again. Interesting to read your closing statement, in my case I have had nothing but excellent customer service from Verizon Wireless, however, Verizon has been exactly the opposite, so much so that I had to file a couple of complaints with the NJ Dept. of the Public Advocate, for the sake of clarity I must state that I am not one of those people that expects perfection at all times, I know that mistakes and inconveniences happen, but Verizon's inability to provide the services that used to be rather common years ago, left me with no choice but to file the complaints and eventually port my home number to Vonage.
Concerning Sprint, when I had them for wireless until 2005, I had no problems with them, Sprint long distance always worked well until I ported from Verizon (regional) to Vonage, about 2 months after porting to Vonage and having cancelled my Sprint long distance I received a bill for services from Sprint, never mind that my account had been cancelled, explaining to them that I would not pay for services Sprint no longer provides me and reiterating that my account had been cancelled and that Sprint had confirmed the cancellation did not seem to make a difference, it all reminded me of what to expect when talking to a 3 year old.
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BEWARE: "We can't expect the American people to jump from Capitalism to Communism, but we can assist their elected leaders in giving them small doses of Socialism, until they awaken one day to find that they have Communism." - Nikita Khrushchev - | |
| | | | en102Canadian, eh?
join:2001-01-26
Valencia, CA
1 edit | Re: CS Rut Here's the issues I had:
1. Signed up for Verizon Wireless through a mall kiosk (never again through an agent!) Received a phone for Xmas, which did not work, and was registered to someone else in a different city  Had to wait 2 months for my free car charger and hands free set.
2. I had billing errors practically every 2nd month, in which I could never get in touch with C.S. to resolve.
3. Dropped calls. I had so many dropped calls that my wife wanted to run over the phone with the car.
4. Finally, we were about to renew (actually lost the phone during the last month and 'suspended service') and hoped that a new phone would fix the issues. After waiting +2 hours in the store to get new service (contract was up), we received a new phone, which, like the first one... wasn't set up properly, and I'd have to go back again. Spent 2 hours (again) to go and cancel service under the 14 day service agreement.
5. For the next 3 months, we receive bills for service and C.S. couldn't help us - as they didn't have the termination from the store. The store couldn't help us, as they sent it and didn't have their copy anymore, and wouldn't accept my copy. The final straw came when VZW attempted to ruin my credit for service, and was still billing me! After threatening to call the BBB as well as a lawyer, VZW stopped harassing me, and never touched my credit.
6. Verizon landline (in which I have never had service with) decided to attempt to expunge over $1000 from my bank account. I had to sign an affidavit against Verizon for fraud.
When I worked in the LEC billing industry, and had frame relay connections to every LEC, Verizon ALWAYS had issues.
Eg. A CSU/DSU on PacBell went bad in NorCal, PacBell swapped it out, and we had to purchase a replacement.. no big deal. When Verizon had issues, they said we'd have to send a union telco person over to their office to take a look at it. They couldn't tell us if we even had power or not. 'Its not my problem' was the typical attitude.
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Canada = Hollywood North | |
| | | |  tc1uscg
join:2005-03-09
Saint Clair Shores, MI | said by NwkEWR:said by en102:For me, Verizon is actually worse. I gave them there shot when I moved here from Canada, and I've had nothing but problems, and no resolutions from them. I'll never use Verizon or Verizon Wireless again. Interesting to read your closing statement, in my case I have had nothing but excellent customer service from Verizon Wireless, however, Verizon has been exactly the opposite, so much so that I had to file a couple of complaints with the NJ Dept. of the Public Advocate, for the sake of clarity I must state that I am not one of those people that expects perfection at all times, I know that mistakes and inconveniences happen, but Verizon's inability to provide the services that used to be rather common years ago, left me with no choice but to file the complaints and eventually port my home number to Vonage. Concerning Sprint, when I had them for wireless until 2005, I had no problems with them, Sprint long distance always worked well until I ported from Verizon (regional) to Vonage, about 2 months after porting to Vonage and having cancelled my Sprint long distance I received a bill for services from Sprint, never mind that my account had been cancelled, explaining to them that I would not pay for services Sprint no longer provides me and reiterating that my account had been cancelled and that Sprint had confirmed the cancellation did not seem to make a difference, it all reminded me of what to expect when talking to a 3 year old. Yeah.. I hear ya. I too have experienced the 180. Only, it was VZW who sucked and it's Sprint who is working out. I my self have had Sprint for 9 years. Wife's work had her using VZW. She got re-reimbursed by her company for her plan, we seemed to be calling every months about over charges, stuff we did not order and by the time we got it all cleared up, Cha-Ching.. Next bill arrived, same issues. We gave up, gave the phone back to sears HR and we got her a sprint phone/account (paid out of our pockets). So, right now, I have 4 Sprint phones (2 of 3 kids have one). I've not had any issues. Service has been outstanding. After spending this weekend camping with sons BS troop and seeing the "other guy" not have service or in and out of service, I'm glad I've stuck with Sprint. The bills may be a surprise sometimes but hell, I sure know what to expect when it comes to network service. In my area of Detroit.. Verizon doesn't' even hear me now.  | |
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| | | | I agree. I had Nextel (before the merged with Sprint), then Verizon Wirless and now Sprint. Each I had for several years. Verizon was the worst, both in customer service and in nearly non-useable service with 25% dropped calls. When I canceled after two consecutive 2-year terms, the company literally ignored every request to tgerminate service. Took four months, over 50 hours or telephone calls and letters to get rid of them. I'll never use them again. | |
| | |  DoRight
join:2007-07-20
East Petersburg, PA | VZC has what to do with VZW? Two different services.. A! | |
| | | | en102Canadian, eh?
join:2001-01-26
Valencia, CA | Re: CS Rut I had Verizon Wireless and fraud from its parent company Verizon ... both were horrible to deal with.
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Canada = Hollywood North | |
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 PhoenixDown-- Wants FIOSPremium
join:2003-06-08
Fresh Meadows, NY
kudos:1 | System issues They failed to discuss how CSR's lacked the power to actually fix anything. It always involves a transfer to someone else who has access to that 'that system'. | |
| | | part of the problem is.. Part of the problem is they have 3 different billing systems. They have Sprints old Billing System, they have Nextel's old billing system and then they have the new hybrid billing system.. which you do not wanna be in that billing system cause only 2 people in the entire company have access to that system... When I was with sprint I would be on hold for 4 hours being transfered 30 times waiting for them to find someone with access to the new billing system doesn't matter if I wasn't calling for billing or not I could be calling for Technical Support and they would still need to transfer me to someone with access to the new system so they could even find my account... So much of a hassle... Hey Sprint get 1 Billing System give ALL your Reps access to that system....
Second issue is your crappy phones get better ones... I had a Palm Treo 700wx and couldn't use the internet cause it would always say "No Answering modem at above number" I would have to hit reconnect atleast 50 times before it would finally connect and let me use the net for 5-10 minutes then it would go down again..
Sprint should just shut down shop and sell out to like verizon or something.... | |
| | | | Re: part of the problem is.. said by SteveLV702:Sprint should just shut down shop and sell out to like verizon or something.... They recently consolidated the billing systems. So even if Sprint improves CS (and they have), people with poor past experience probably won't know about it and not give it a chance again. | |
| | | Reviews:
 ·WOW Internet and..
| Re: part of the problem is.. They were starting to consolidate the billing system 2 years ago when i was with Nextel. The worse thing happening with that anything after 9pm you needed help with you were screwed for System Updates for 4hours. They never had anything in place as a back up for that. Also I would never give sprint a chance even if they paid me to use their damn service. Sprint sucks after the merger. They killed Nextel. | |
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| | | There is no hybrid billing system, they're migrating everyone from Sprints old billing system (P2K I believe it was called) to Nextel's billing system (Ensemble).
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"Don't steal. The government hates competition." | |
| | | Reviews:
·WOW Internet and..
| Re: part of the problem is.. Sprint claims they have a new billing system period that Nextel and Sprint customers are being migrated to. Also if they don't have their own billing system then why do they have their own customer support/billing relations team? You can't tell me a regular CSR can't handle the hybrid phone? | |
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|  pcdebbRIP dadkinsPremium
join:2000-12-03
Brandon, FL
kudos:4 | I was a victim of their "billing systems". I was with sprint for like 5 years, no problems at all. i could upgrade phones no problem,etc. when it was "sprint/nextel" i was hesitant to switch to nextel, but it was painless. i was told if i wanted to go back to sprint it wouldnt be a problem, since they are the same company. I had just paid my sprint bill, and whatever residual charges that may come will follow me over to nextel, or so i was told. well....that didnt happen. I would start getting calls from collections about it. Huh? so it became a game. well i paid, you say i didnt so just cut the phone off. "well we cant, it is a different billing system, we're the same company but the billing system they havent joined yet". huh? 
so fast forward a year, and i want to go back to sprint. im' still facing this old bill, so i say screw it i'll pay it. it took two weeks to first FIND it, and then credit it. so i do everything they ask, time comes, and they are like "oh, your sprint bill is a collection account, you must pay $250". i was absolutely livid, after burning 2 hours of cellular minutes. i cant remember being that angry on the phone. i screamed expletives, hung up, and immediately went to Tmobile. i went thru that fiasco for almost a month and they spring that on me. i left them and didnt pay the remaining nextel bill.
of course it ballooned from $75 to almost $400 (mostly fees), and they still email that bill to me.
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a time for change... | 1st & 10 | Ham is good | |
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djeremy
join:2004-07-12
San Francisco, CA | It's unfortunate Sprint has a pretty robust network out here in the Bay Area... but the customer service was so bad that I switched to T-Mobile and couldn't be happier. | |
| | | How Typical The bigger a company gets, the more it has absolutely no idea what the hell/how the hell to manage its people. One tenet is true: If you treat your employees like children and monitor their bathroom breaks -for f*ck's sake- then OF COURSE morale will SUCK>> OF COURSE employees will not be inclined to do anything beyond the barest minimum. I don't feel sorry for these dumbass companies who are out to make money to the exclusion of everything and everyone else. If you don't know that your employees are your biggest vehicle to generating revenue, especially in a people-oriented business like mobile phones, then you deserve to go bankrupt. | |
| | | | Re: How Typical Ameritech/SBC now AT&T did the same thing when I worked there.
All bathroom breaks were monitored. Amount of time spent on calls was monitored ( 180 sec per call or AWT was to high)
I could go on and on. Oh yeah,I did see people get fired for
taking time off for funerals. | |
| | | en102Canadian, eh?
join:2001-01-26
Valencia, CA | Re: How Typical I did some work at a call center where LEC billing was done (horrible business), and I think that many call centers are run in a similar fashion - high turnover, and everything monitored (breaks, call time, resolutions, etc.).
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Canada = Hollywood North | |
| | | | | | Re: How Typical i can say from experience in a few different call centers, both incoming and outgoing, that the turnover rate is usually very high. and how long is the average length of time an employee lasts? well, the nationwide average is 18 months.
at the call center i'm currently at, 6months and 12months are major milestones in how long someone has worked here. | |
| | | | | Reviews:
·Time Warner Cable
| Re: How Typical said by Work :
at the call center i'm currently at, 6months and 12months are major milestones in how long someone has worked here. 6 days and 12 days was more like it where I was. The company would constantly fork out the bucks to train new classes, 40% of who would be gone before training was completed. The trouble is that all of these companies are being run by idiots who think they know what constitutes customer service. They could monitor calls from now until the end of time and never figure it out, because they filter what they hear through the prism of what they want to hear. It would be so simple to institute changes that would:
a:) save the companies thousands of work-hours per day
b:) decrease the total number of employees needed
c:) improve customer satisfaction immensely
d:) increase penetration among cell-phone customers
Implementation of the above changes could begin within hours, and at essentially zero cost. But it'll never happen.
The Peter Principle is alive and well. | |
|
| | Something tells me... That spinning off Embarq is the best favor Sprint ever did Embarq and its customers. All you have to do is go into the Embarq forum on this website and see what is occurring:
Happy, engaged, knowledgeable TSR's engaging customers with problems and bring fast resolution, while actually becoming members of the forum community as well, bring a sense of commonality to the forum community.
Looks like Embarq got all the good people and that's just fine by me. Even Christopher Locke stuck his nose into the forum and was kinda impressed. | |
| | RadioDoc58ef2c0Premium,ExMod 2000-03
join:2000-05-11 | Re: Something tells me... You can say that again. I'm an Embarq customer and things have gotten an order or magnitude better customer-service wise since the spinoff. I call and have resolution in 10 minutes or less with no excuses.
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Toolmaster of La Grange. | |
|
 timcuthBraves FanPremium
join:2000-09-18
Pelham, AL |  Former Sprint customer, here....
Tim | |
| | timcuthBraves FanPremium
join:2000-09-18
Pelham, AL Reviews:
·AT&T Southeast
| Re: Former Sprint customer, here....said by timcuth:.... enough said. It was so bad I switched back to at&t in 08/2007. PS - I will say that two of my three numbers did not port successfully to at&t. Sprint gave me excellent service when I, an already lost customer, called for help. The problem was really at&t's, but at&t wouldn't actually do anything about it until I verified that Sprint had properly released the numbers. A big thumbs up to the Sprint CSR, for that.
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"Love consists in overestimating the difference between one woman and another" - George Bernard Shaw
~ Project Hope ~ | |
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1 edit | Customer Service Large service corporations will never learn. You can't pay someone next to nothing and expect them to provide excellent customer experience.
You have to pay people a good living wage. This gives you high quality people and it gives you low turnover. Low turnover means that people have a greater knowledge of your business and can handle issues better for customers.
It's a very simple concept. | |
| | Reviews:
·Time Warner Cable
| Re: Customer Service said by SKYWARP:Large service corporations will never learn. You can't pay someone next to nothing and expect them to provide excellent customer experience. You have to pay people a good living wage. This gives you high quality people and it gives you low turnover. It's a very simple concept. That's a simplistic answer, but it's not completely off-target.
The only bar these companies want to raise is the profit bar, and they're very mercenary about it. Since no one else is stepping up to the pump with truly good and consistent customer service, they can essentially discount having to provide it. Their 'customer service' is driven by metrics; not being customer-helpful.
Having said that, some of these customers are total idiots, and wouldn't know good customer service if it bit them.
Until the cell-phone companies get hit in the pocketbook, nothing will change. Unfortunately, you can argue all day about whose customer service the worst. The fact is that, to varying degrees, they all suck. | |
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| | Good Corporate Ethics here Nice, they fired someone for taking time off because their father passed away?
Idiots. | |
| | | | Re: Good Corporate Ethics here Exactly.
You have to treat them well and then they in turn will treat your customers well, and your business will benefit. | |
| | |  KrKHeavy Artillery For The Little GuyPremium
join:2000-01-17
Tulsa, OK
·AT&T DSL Service
| Re: Good Corporate Ethics here said by SKYWARP:You have to treat them well and then they in turn will treat your customers well, and your business will benefit. ATTENTION BIG BUSINESS: Read the above quote again!
Simply put, treat your employees poorly, and they will treat your customers poorly. Sure, you can fire them, and they will quit. Can you win back your lost customers and reputation? NO.
Stress out, overload, micromanage, dump on, and act unfair to your employees at your own doom. YOUR EMPLOYEES REPRESENT YOUR COMPANY.
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"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!) | |
| | | | | said by SKYWARP:Exactly. You have to treat them well and then they in turn will treat your customers well, and your business will benefit. For companies that treated their employess like cattle, I dumped them as clients--consulting. I have a morality clause in my contract just for that reason. I've seen the same stuff at Sprint at most big companies. They just don't care as long as the execs are getting big bonuses. I bet all these cellphone companies run their call centers like that--make sales or get fired. I can tell just when I call a business since the person pushes some product 4 times after I said no.
Employees treated like s@@t eventually just tolerate their job unless it is low-paying then they quit and go elsewhere. Of course, I've seen execs drunk at the office and no one said a word. I'd love to write a book about the companies and the rampant "concentration camps" they run. Production is all they care about. Of course, the idiot CEO can take 4 hour lunch breaks, meet hookers at a hotel, and get drunk on the job. To be honest, small companies care about their employees more often than large ones because if they destroy their morale--they destroy their business.
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Saving the world keeps me busy. However, I find Earth very primitive from my home planet of Krypton.
-Supergirl | |
| | | Reviews:
·Comcast
·Comcast Digital ..
| said by SKYWARP:Exactly. You have to treat them well and then they in turn will treat your customers well, and your business will benefit. The company I am building the foundation on now will highly value their shareholders (employees). Without these shareholders, we do not make money. It takes people to make money.
If you as employee A come up with an idea that saves the company X amount of dollars, expect a cut of that in your upcoming paycheck. If you save us $5 Million, I think a one-time $150,000 bonus is not too low, is it?
Expect to give your best, because you will be invested in to be the best. If all you expect is a paycheck and you perform just enough to get by, you will be weeded out and uprooted.
The standard will be "beyond expectations" and compensation will be "beyond expectations". Expect on the spot bonuses such as family trips paid for by the company, an extra week of vacation, spa services and more OR choose your bonus from a list of options.
Unlike Barack Obama, I am campaigning not just for Change but Change with positive Growth in corporate America...where people are valued for what they bring and rewarded for fitting that into the company in a way that is profitable for the corporation.
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The only place where Success comes before Work is in the dictionary. | |
|
CaptEdPremium
join:2003-01-25
Overland Park, KS | Numbers centered management The criticism for management over their focus on numbers rather than customer satisfaction is right on target.
I worked for Sprint in '05 at the time of the merger. My supervisor bragged constantly about her love of metrics. She pushed me for increased productivity in spite of quality issues. I knew this was a serious problem, but had no recourse but to leave at the end of my contract.
Funny thing was, even though she would not agree to commit to hiring me direct off my contract, after I left I heard she told others she really wanted me to stay. That is the hallmark of incompetant management. | |
| |  Romney2012Defeat Obama 2012-Chg we can believe inPremium
join:2002-03-03
USA
kudos:4
1 edit | Re: Numbers centered management said by CaptEd:The criticism for management over their focus on numbers rather than customer satisfaction is right on target. Forgetting the customer is a big problem. But it is one that flows out of MOST(not all) customers' choice to go with the lowest price - no matter how bad customer service is. And when the customers choose price over quality(Walmart is a prime example), the companies will usually control costs by cutting customer service(which is expensive due to labor costs).
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My BLOG .. .. Internet News .. .. My Web Page | |
| | | patcat88
join:2002-04-05
Jamaica, NY
kudos:1 | Re: Numbers centered management said by Romney2012: And when the customers choose price over quality(Walmart is a prime example), the companies will usually control costs by cutting customer service(which is expensive due to labor costs). Yep. 30 person deep line for customer service desk. | |
|
kchabannyPremium
join:2007-12-09
Campbellville, ON | Can not agree with other comments In my experience Sprint is offering way superior service as compared to T-Mobile, as one example. May be my luck?
With T-Mobile I did have to spend 2+ hours on the call with customer service and explain the billing issue over and over again as they have handed off my call. There was a number of times when my VM service was screwed-up by T-Mobile saved messages lost and password reset - just like that out of the blue, no warnings. GSM coverage that T-Mobile offers is also kind of spotty with no coverage from them in Charlotte, NC for example.
With Sprint's CDMA network the coverage is way better, there were no issues with billing so far, and I can get to speak to CSRs on the line within a reasonably short time. On-line billing is also easy to setup and worked well for me with little manual intervention required. Mobile broadband card that I have from Sprint also work very well with no areas with no coverage that I have discovered to date being a traveling consultant. | |
| | | Former contract worker I used to work at a Sprint call center run by a subcontractor of theirs back in 2000 and 2001 when I was going to college. Back then moral was low and they monitored everything. Morale has always been bad. Low wage, low skill call center jobs are like that. There is something more to the story than just bad morale. My guess it is due to the billing system. Precedent 2000 really sucks. | |
| | | See what happens.... Everyone said McDonald's was the training grounds for managers of tomorrow. Now, see what you did? | |
|  TMMerlinThe Devil made me do it
join:2003-06-19
Oxford, MI
·EarthLink
 ·AT&T U-Verse
| Customer service is EXCELLENT I have been absolutely lucky as hell ..only had to call twice to fix a billing issue at start-up of my service nearly 15 months ago.
Since thenI have had no reason to call them ..That is EXCELLENT in my book ..I have not had to experience the pain !!
I hope my luck holds out !
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Some people hear their own inner voices with great clearness and they live by what they hear. Such people become crazy but they become legend. | |
| |
See 9 replies to this post | |
Gogo1
join:2004-05-27
Brooklyn, NY | She works for the UK Labour government, not Sprint.. ..obviously
'the numbers-driven management approach implemented after the combination led to poor morale and deteriorating customer service. Even bathroom trips were monitored. "They would micromanage us like children,"' | |
|  WeSRT4
join:2000-11-20
Mobile, AL | Xohm will fail Sprint is a company that is not run well. It seems to be a poor corporate culture that is the culprit of the problem. Whatever Sprint touches turns to garbage. Xohm will fail as well. | |
| | | | Re: Xohm will fail Not necessarily. Dan Hesse has a history of righting some particularly leaky ships. | |
| | | | | Re: Xohm will fail Tell that the Sprint EVDO laptop card users. Sprint kicks ass when it comes to data. It ranks highest on dslreports (for mobile broadband) and is favored on evdoforums.com. Sprint does wireless data well, they always have.
WiMAX has a separate billing and support group. It's not tied to Sprint's legacy problems. If they spin off the Xohm group, it will have even less ties to Sprint's culture. | |
| | | | | | Re: Xohm will fail There has been no indication of any trouble with XOHM technology, and recent partnerships with Clearwire and Intel can only add to its potential for success. | |
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| | Sprint Customer Service has Always Sucked! I know I've said it before, but Sprint Customer Service sucked long before Nextel came along. I had a billing dispute with them that took six (yes six) months for them to 'resolve'. I'll spare the gory details. And it wasn't just that they couldn't fix the actual issue; the attitude of almost everyone I spoke with was plain horrible. They will never get another dime from me.
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Praise be to my Cadillac | |
| | Emiya
join:2006-03-30
Southington, OH | Re: Sprint Customer Service has Always Sucked! I'd like to echo this sentiment. I was with them here in Ohio since they launched here and never got the service promised and dreaded every call to them. I finally got fed up when after over 7 years (without missing a payment) a CSR manager told me that they couldn't send me even a basic phone to keep me as a customer and that since I needed a new phone I would have to go to the nearest store (20 miles), pay full price and mail in a rebate even with a massive contract extension. With the next breath she told me if I wasn't already a customer she could easily send me a phone at no cost.
I've been with Alltel since the next day and 100% satisfied with their service and customer support. | |
| | | | | Re: Sprint Customer Service has Always Sucked! They have changed. Their customer service was corrected by the last CEO, he made it a priority to get rid of all the outsourcing the previous CEO did, brought all the support back in house, fixed the billing systems and corrected most of the problems on the support end. I say this as a current customer the support infrastructure changed drastically at the end of last summer. All the CS reps are US citizens, most have a southern accent and their computers and they themselves have the access to fix any problem I've brought to them, which haven't been many.
The new CEO is going to crush the culture clash that's existed since the Nextel merger, and he likely to fix the other remaining problems. In the process I expect that he will lower the return per customer to stop the churn, what that means is they will likely lower price points and start a cellular price war, that is good for EVERYONE. Pray he's successful in this because if he is we'll all have lower phone bills as a result.
The SERO plan that's available to everyone that can get the email address of a sprint employee is just the most unbeatable deal ever offered. On a single phone that is voice with 500min, unlimited nights and weekends, nights at 7pm, unlimited data on the phone, unlimited texts for $30 a month +taxes (only one fake fee). For $20 more a month than I paid with T-mobile for a family plan with 400 shared minutes and no data or texts, I get two individual plans listed above with equipment protection. SERO is a great plan, they start offering the same thing for $60 a month to the public and half the nation would switch to sprint and would trigger a massive price war in the cellular market which would be very good for everyone. | |
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| | thats funny thats not what they told me there was the Old, the other old, and the new billing system thats what they told me... | |
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