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Sprint Waiving Mail-In Rebates Indefinitely

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Disgruntled past/preset Sprint Customers

Ashke13

Mar 26, 2011, 11:38 AM
I have been watching these posts not only on this topic but about Sprint in general and I have to say that all the posts are from customers past and present who for the most part have not gotten what they demanded or they don't pay their bills. Yes there are customers with legitimate issues but mostly from customers who feel they "deserve" what they demand. As a Sprint employee/customer myself and proud to be one all I can say for those of you out there that don't like Sprint for whatever reason, stop living in the past get over it and move on. It's just a though but it's my thought........thank you so much.
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Caucasian

Mar 26, 2011, 11:46 AM
You're why our C-SAT bombed and we started bleeding customers years ago. Statements like "get over it" are not the way to win over a customers opinion.

Please keep your thoughts to yourself.
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rarodrig26

Mar 26, 2011, 11:56 AM
Fair point but his/her reasoning is sound. Just as big a problem was customer's thinking if they bitched enough they could get whatever they want. And to be blunt every carrier, not just sprint, is better off with out those ppl who cost us more money than they bring in. Sprint is a lot better about having one policy for everyone now, exceptions still occur that annoy me to no end but nothing like it used to be.
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Caucasian

Mar 26, 2011, 12:06 PM
Those customers do exist, and there are better ways to handle it besides "Get over it".

You provide options, as many as possible, and then you let the customer decide. If the customer does not like any of the options you give them, then they have another option - cancel and take their business elsewhere.

The "deal with it" attitude nearly killed Sprint, heck, it still may be the death of us.
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avengere

Mar 26, 2011, 5:51 PM
As a care rep the problem with these customers is they are problems created by themselves. I work in Premier Care where we are allowed to do more then our Consumer Liable folks. But in my experience for ever legit error(be it system, agent error or even misinformation) on sprint side( which btw we always fix). There are 20 issues created by customer either not understanding legit/valid charges on their bill or just expecting to get refunded whatever they wish just by calling and complaining a lot. You'd be surprised how many people call in demanding "why is my bill x amount of dollars when its only supposed to be x" without having even looked at the charges in their statement. I'm actually one of the few agents who enjoys his job and h...
(continues)
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island4prez

Mar 26, 2011, 12:13 PM
I still have customers coming up and tell me how horrible they were treated at corporate stores or on the phone. As an indirect I take care of any customer possible. It shows them that indirects aren't as bad as everyone thinks also.
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crammy1

Mar 26, 2011, 10:50 PM
he was talking about people who HAD sprint service and had bad experience and still scream about it here, not the current ones..its like having a bad relationship years ago and your still in your room crying about it..there has gotta be sometime in the near future that you "get over it" .... but your also right, you shouldnt be telling a current cx to "get over it" when they have a problem(especially a valid one),but fortunately thats not his point =)
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crammy1

Mar 26, 2011, 10:53 PM
ow and his msg also is for existing cx who dont really have valid complains... ill give u an example ..i had a cx who made a complain about the $10 addon, after explaining it to him, he asked to be transfered, before i was able to hangup after transfer he told the other rep i was rude...seriously? im rude for trying to explain the new policy? seriously?
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Caucasian

Mar 28, 2011, 2:00 PM
There are places for bemoaning your job, and one of them isn't a forum about waiving rebates. That's all I was getting at.

If you had a bad experience with a company, went online, and then saw an employee of said company saying "get over it", what is your perception?

Personally, I'd be pretty ticked off, if you wouldn't be, I'd say you're a minority amoung most consumers I've worked with.
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Ashke13

Mar 26, 2011, 11:53 AM
No actually our C-Sat has improved and I am very good with customers and treat each one equally but do not agree with the negativity posted about us. I was speaking about specific customers who have delusions of grandeur and sense of privalege not earned.
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rarodrig26

Mar 26, 2011, 11:57 AM
Cosigned...love when a customer with rediculous demands gets told NO by customer care. Makes my day.
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rarodrig26

Mar 26, 2011, 11:59 AM
Ridiculous*
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Caucasian

Mar 26, 2011, 1:37 PM
I love it when they can find a way to get the customer what they want or need and the customer leaves the store happy and a life long advocate for the business that I work for, and Sprint makes money and prospers because of this mutual agreement.

Also known as my "job".
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rarodrig26

Mar 26, 2011, 1:53 PM
There is a vast difference between a legitimate need being helped and fixed (which im all for), and some d-bag who thinks everything should be free cuz he was born on a monday or something.

I hope you continue to enjoy living on your planet of rainbows and puppy dogs. I live on planet earth where sometimes humans (sprint reps or no) like having an anonymous place to vent and where ppl need to be told the earth doesnt revolve around them sometimes.
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Caucasian

Mar 26, 2011, 1:54 PM
That place exists for you, it's called Shop Talk.
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Ashke13

Mar 26, 2011, 2:14 PM
Isn't this supposed to be a forum to voice opinions and dispute issues intellectually? Seems some people forget that we are all entitled to our own opinion and this is an OPEN forum not just for the regulars. No reason to be mean or rude Caucasain. I happen to agree with rarodrig26 he knew what I meant and didn't get all high and mighty about it, no reason you should either........just saying.
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Caucasian

Mar 26, 2011, 2:35 PM
I am plainly telling you that I do not agree with your approach of "venting".

If someone else agrees with you, then that's great.

I don't have to agree with you, and you don't have to agree with me.
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Caucasian

Mar 26, 2011, 12:11 PM
There are so many other ways to say "No" without even using the word "No".

If someone comes in and demands a free EVO because their flip phone quit working, we don't give him the phone - but we don't have to be rude or blunt to get that point across. You attempt to make the sale. If he's not satisified with that, then he can call retention and tell them that he's going to cancel if he doesn't get whatever it is he wants. If they can't do it, then he can cancel.
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rarodrig26

Mar 26, 2011, 12:32 PM
Well obviously...just like im gonna be more diplomatic with an actual customer than i would be with some idiot sayin dumb stuff on phonescoop (not talking about you at all in case you were to read too much into that).

I didn't think we'd have to point that out. The beauty of the internet is i can vent and say all the stuff that a customer cant hear in person.
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Ashke13

Mar 26, 2011, 12:40 PM
my point exactly rarodrig26, others may have taken my "get over it" comment as it sounds and that is by no means what was meant I just say what pops into my head. Of course all options are exhausted when assiting customers (even those that feel they are owed) but when it comes down to it some things cant be done. And even though it is just a thought as I stated before I can still vent and give my thoughts out. 🙂
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Caucasian

Mar 26, 2011, 1:30 PM
I disagree with the posting of those thoughts on a public forum if you are an employee, and I will voice my opinion of that all the same.

You are representative of the company, if you want to complain about the company, please do. Complaining about our customers, the guys who pay you, on a forum they can access isn't the best business decision.

Reason being, see: Project Good News on RSP or the Playbook.
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rarodrig26

Mar 26, 2011, 1:43 PM
Ummm, its not exactly the same as going on the 5 oclock news. What, idiot customers are allowed to bash us for no reason but we aren't allowed to vent anonymously? Sorry but get off your pedestal.

Plus I'd argue that a customer is more likely to get an honest, no fluff answer here than they will in some third party or thru telesales.

Also, by your reasoning coming on here and bashing Sprint is ok...just not people who are clearly wrong and whose problem is probably that they weren't put in their place enough growing up? Whatever
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Caucasian

Mar 26, 2011, 1:53 PM
No pedestal, if someone else can voice their opinion, I'll voice mine as well. If it doesn't jive with your opinion, I can say that I am sorry, but just like you I would be lying.

And yes, people don't have to like the company, but the company should care about its customers not complain about them in a thread that's attached to an article about mail-in rebates.
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Ashke13

Mar 26, 2011, 2:33 PM
ok topic has been beaten to death we need a new one lol. Respect to both Caucasian and rarodrig26. :-)
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Caucasian

Mar 26, 2011, 2:44 PM
Indeed.

I'm not trying to be rude, I just don't agree.

Such is life. *le sigh*
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Ashke13

Mar 26, 2011, 3:04 PM
lol
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