Top message: Sprint's "Loyalty Rewards" for Nextel customers by cellphonesaretools
Replying to: The faster you get off the network by Haggard
Re: The faster you get off the network
the faster they can shut it down. It costs them a whole lot more to keep the network up and running for something they are trying to decommission and get the CDMA PTT up and running efficiently. If you haven't noticed, Sprint hasn't done very well in turning a much of a profit lately due to this as they expected to drop customers left and right with their network revision.
What you say sounds logical. But if Sprint had thought this through, they could have done it a lot better. For example:
1) Sprint set the June 2013 deadline themselves, it was completely, unilaterally up to them and they chose June 2013. I didn't choose that date, the gov't didn't force it on Sprint, they chose it themselves. That's point number one to keep in mind here.
2) If the schedule needs to be modified due to unforseen reasons, no big deal, just tell us that, and tell us why the rules had to be changed. Don't tell us we have until June, then without warning send out letters announcing a significant per-line cost increase effective January 1. Honor your end of the bargain, ESPECIALLY if that bargain was defined by you. Sprint should either honor their original schedule, or 'fess up and tell us they made a tactical error that requires a course adjustment, and that they apologize for their error in estimating the timeline and the inconvenience their error causes the customer.
3) If the goal was to get the smaller customers off earlier, then tell us that from the get-go. It's easy, and might go somethig like this: "Customers with fewer than 50 lines with Nextel must migrate by Dec 31, 2012, or face a price increase of $10/line/mo. Customers with more than 50 lines but fewer than 250 lines with Nextel have until Apr 31, 2013 before the price increase kicks in. All customers must be migrated completely by June 1, 2013, when the Nextel system will be shut down permanently." There, you see how easy that was. Clear & logical, too, with no surprises...every class of customer knows where they stand and what their deadline is.
Just because you work for Sprint doesn't mean you should try to cover for them and justify their errors or stupidity. Be honest with customers, don't try to cover up for the parent company's mistakes. We all make errors, but the key is honesty in acknowledging culpability, then clearly explaining the steps to recovery.
I am not arguing that Sprint doesn't have sound reasons to target the smaller customers first. I am stating unequivocally, as a small but long-time Nextel customer, Sprint blew it in the WAY that they are handling this. The didn't HAVE to do it this way, they CHOSE to be disrespectful of the smaller Nextel customers and go about it in the way they are.
- Re: The faster you get off the network by Haggard
- Re: The faster you get off the network by cellphonesaretools