Why Sprint has a poor customer service? well that is because sprint has divided its customer service on a large number of business outsourcing companies like etelecare, convergys, NCO, teletech etc wherein these companies couldn't get along with each other because each company has a different set of promotions to knock off each other as well as confuse their customers. i work in telesales and we are not even in good terms with customer care in another call center and they would usually throw promotions to customers that no sales rep could offer. same as for sales rep promising monthly discounts for customers wherein no customer care could comply. our system has a lot of work-arounds that agents can even sell services to those people that have no coverage plus more errors on customers accounts due to the merger of sprint and nextel wherein old accounts are not compatible with the new system. but on the bright side sprint is now working their ass fixing these problems and now agents are closely watched to provide good customer satisfaction and now sprints customer satisfaction last month has risen dramatically.
i just hope we could recover before it's too late.