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Sprint's JD Power ranking drops, ATT now # 2

Haggard

Feb 10, 2013, 2:34 PM
lol both companies paid JD Power for their awards anyways. I work for Sprint customer service and was surprised they received the award.

But by that article, they'd be #3..Verizon, AT&T, then Sprint.
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cellphonesaretools

Feb 12, 2013, 12:35 AM
The largest shift is Sprint, dropping by a 18 points in the past 6 months. The others held relatively steady in comparison, but Sprint dropped like a rock.

Here are the JD Power numbers for 6 months ago ratings and today's ratings:

VZ: 771 to 766 (-5)

ATT: 756 to 759 (+3)

Sprint: 764 to 746 (-18 )

T-Mo: 722 to 715 (-7)

SOURCES:
6 months ago:
http://news.cnet.com/8301-1035_3-57480743-94/j.d-pow ... »
Current:
http://www.phonearena.com/news/Verizon-tops-J.D.-Pow ... »
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Haggard

Feb 12, 2013, 10:44 AM
Not surprised. iDEN is getting killed off, they are charging their customers $10 per month if they want to stay on iDEN until they kill it off completely. Network revision still going on, people still having terrible network issues and Sprint kinda just shrugging their shoulders. Their promotions are awful for existing customers as of late, most of the deals and promotions are only geared towards new customers, such as waiving the activation fee, or a specific phone being new customer only pricing and so forth. For example, if you want to buy the iPhone 4, it's free for new customers, but $449.99 for existing. Confused
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retailrep

Feb 12, 2013, 1:57 PM
Existing customers can get the device FREE but they have to be eligible for their two year upgrade. Do people forget that they were once new customers that received a great deal?? Plus Sprint is allowing CURRENT customers to do an upgrade now with a small fee!
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Haggard

Feb 12, 2013, 4:54 PM
Actually, on the website it's new lines or add a lines, not upgrades. The existing customers are charged the $449.99 price. I deal with the website for my department and existing customers that are wanting to upgrade, cannot get the cheaper price. The catch is, Sprint isn't letting customers know about the "upgrade now". We can't say anything about that unless they specifically ask about the upgrade now crap.
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cellphonesaretools

Feb 13, 2013, 12:37 AM
Haggard said:
...The catch is, Sprint isn't letting customers know about the "upgrade now". We can't say anything about that unless they specifically ask about the upgrade now....


It never ceases to amaze me how they will ALWAYS take the low road. At every single juncture where there is a high road and a low road, they unflinchingly take the low road.

And they have no clue how always taking the low road hurts business significantly in the short term, and just flat ruins their business in the long term. That's the very reason they can never get ahead, the reason there is never any significant nor sustainable growth, the reason they will always be an "also-ran". One step forward, two steps backward. S is...
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a Girl

Feb 13, 2013, 5:45 PM
Existing customers can get the device at $0 if they are eligible for an upgrade. Your post makes it sound like all existing customers would pay $449.99, which isn't the case....
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Haggard

Feb 14, 2013, 9:36 AM
It definitely is the case. Read the website. I sit right next to the agents who are on the chat site for selling the devices and have said the existing customers cannot get that price for the iPhone 4 at the new customer pricing. They've now removed the phone from the site finally.

When checking out, they would not get the "New line savings" in their cart, as you must either be adding a line or opening an account. That was the requirement, even look at the bubble that pops up when hovering over the "New line only" It says "Offer is only available when you open a new line with Sprint or add a line to your account." IDK about promotions in a store, but online, this was how it was set up.
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a Girl

Feb 16, 2013, 3:08 PM
That may be what the website says but as a Sprint employee who sells this device to customers eligible for upgrade I know that it is $0 for the device cost for an eligible upgrade. I may work retention but we don't have special device prices. In fact, I cannot match web or telesales offers and pricing for this particular phone is the same. There are others that truly are for new lines only but this is not one of them. Just wanted to clarify.
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Haggard

Feb 18, 2013, 11:47 AM
Of course, you have the ability to bend at will for the customer. Razz If I went to place an order in TOES, I wouldn't be able to place an upgrade for an iPhone 4 for free.
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a Girl

Feb 19, 2013, 3:13 PM
Well what price do you have? I mean, not only is it free for regular eligible upgrades via our ordering systems, it is listed in our price grids as $0 and corp stores also have (if in inventory) for $0 for upgrades. Only once in a blue moon do we in Account Services ever get a special price on equipment (can't even match our own website's pricing).
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daxdcagain

Mar 6, 2013, 5:37 PM
You are right, Haggard is wrong. Existing customer can get the iphone 4 for free, you may not be able to do it online, but it is done in the store, customer care, and telesales regularly. Sprint tries to drive traffic to website to reduce costs so often times it appears there are better deals on the website when most of the time there really isnt.
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Jayshmay

Feb 23, 2013, 2:19 PM
Then teach them a lesson and leave, go to another carrier. I understand that carriers want New customers, but they should appreciate the long term customers they do have.
I was with Cingular/ATT for 8yrs, and Verizon for 3yrs now, if I leave a carrier it's for a very serious reason, I left ATT because of the retarded Motorola Backflip being the only choice for Android in early 2010, plus ATT didn't follow the GSM upgrade path as well as T-Mobile did, with not only HSPA 21, but also HSPA 42.
I knew Verizon was going to be the 1st in the U.S. with LTE, and I was suck if waiting for true mobile broadband speeds, so I went to Verizon.
So when I leave a wireless carrier it's for a really good reason,. . .seems like Sprint doesn't appreciate...
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acdc1a

Feb 26, 2013, 10:31 AM
All of the carriers are the same Jay. Until people start demanding more by investing in wireless wisely we're stuck with the horrible service we have. My experience with AT&T and Verizon are the worst carriers on earth but they're the largest.
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vercetti

Feb 26, 2013, 12:10 PM
of course with a project like Network vision going on, Sprint's CS rating will fall as outages occur and network hiccups and people dont get it in their market first. The same thing will happen to other carriers making changes like that.
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cellphonesaretools

Feb 26, 2013, 2:10 PM
True, it is difficult to revamp any system while it is still operating. AT&T certainly experienced a lot of customer dissatisfaction when they absorbed Cingular and were trying to upgrade as well as assimilate all at once. Even Nextel had a few issues (circa 2003) when Motorola was upgrading them to the 6X vocoder for increased capacity of their iDEN network, and again during the rebanding process after Sprint took over Nextel.

Still, Verizon seems to be able to consistently have the best network, with the fewest interruptions for any cause. If one company is doing a demonstrably better job at network upgrades & buildout (as Verizon consistently does), all of them SHOULD be able to do just as well. Sprint is just historically (& currently...
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vercetti

Feb 27, 2013, 3:18 PM
somewhat agree, sprint has Ericsson do most of the work. Once the Japan deal goes through may see big network changes, even their CEO says verizons LTE speeds are unacceptably slow........
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acdc1a

Feb 28, 2013, 9:53 AM
"Still, Verizon seems to be able to consistently have the best network..."

It's been my experience that this is just marketing. Remember all of the LTE interruptions last year? Verizon is still to this day the only carrier that drops on a major interstate by the airport in my market.

I think all of the networks are good enough on the voice side of things. I think slow data is good enough across all of the networks at this point. High speed data is great where and when it's available across all of the networks at this point. So, if you've got Verizon or AT&T you're likely to perceive them as having the best network because the network works well enough. It's called marketing. If people were to jump ship and try the other guys the...
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jrfdsf

Feb 28, 2013, 10:59 PM
I have never placed much confidence in JD Power or Consumer Reports. Both have inconsistently rated similar products miles apart in quality. for example, CR rated Sprint very low one year while rating Virgin Mobile tops compared to Verizon and AT&T prepaid. Some argued it was because people who buy no contract phones have lower expectations. the problem with that logic is it does not explain why the same networks rated opposite when the only difference was the contract.
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