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Is it really that hard?

by johnnyb0810    Mar 28, 2011, 8:47 AM

I'm a representative for one of the major carriers and I had a very peculiar call saturday. Someone called me with an account and phone number that he has had since 2003. He recently discovered that someone went to a sprint store and had recieved his phone number. So as any representative with any amount of common sense, I called sprint. I spent over 30 mins trying to get some type of resolution.

First, I called into sprint care and asked if the number had put in actually did open an account. I didn't ask for any of that customer's information at all. Just to confirm that what my customer was telling me was true. To ease the reps mind I told him that it pulled open an account on my side and that number had existed for a long time. He put me on hold and when I came back from updating my customer... I had to call back because they released the call.

Called back, now afraid to check back with my customer and driving up my hold time because issue being resolved > my stats. I then went to a representative, who escalated me to a sup, who sent me to tech. How is this a tech issue? Your customer had that number for less than 48 hours. Not to mention I could not understand a word he was saying and had to have my coach sit on the line with me and at times decipher what was being said.

After 30+ mins of talking to Sprint all that had been accomplished was tech putting in a ticket for the duplicate phone number. When I go back to my customer, I let him know that what the resolution we have reached is, his question... Why don't they just send the girl back to her local store and tell her she needs a number change? Why was it so difficult to get my issue resolved? What happened to everyone boasting about Sprint having the best customer service?

That's all I usually see on here, or at least the most popular posts. I'm not trying to get into a pissing contest with anyone. I just think this should have been easier than all the transfers I had to endure and not knowing whether my call was going to be hung up on. And before anyone states that it wasn't your customer That needed help, I'd like to point out that my customer was getting your customers calls.

ps. the most comical part of the call was after explaining my situation to the rep she asked me to patch my customer through to verify the information on the account. My customer is male, from my understanding the Sprint customer was female and I even let them know this.

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