Sprint Cancels Difficult Customers' Contracts
Sprint's Internal Response:
"Subject: Sprint customer termination letters
Issue: Various online message boards are carrying reports from Sprint customers that
their service had been cancelled because they contacted Care too often. The online
reports state that Sprint’s solution to service issues is to terminate service to
troublesome customers who complain too much.
Summary: Ongoing audits of our Customer Care operations revealed that a very small
percentage (approximately 2/1,000th of 1 percent) of our customer base had issues that
they felt Sprint could not resolve to their satisfaction and therefore continued to call an
excessive number of times, in some cases hundreds of times each month. From the
company’s perspective, we had resolved their issues. So rat...
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Issue: Various online message boards are carrying reports from Sprint customers that
their service had been cancelled because they contacted Care too often. The online
reports state that Sprint’s solution to service issues is to terminate service to
troublesome customers who complain too much.
Summary: Ongoing audits of our Customer Care operations revealed that a very small
percentage (approximately 2/1,000th of 1 percent) of our customer base had issues that
they felt Sprint could not resolve to their satisfaction and therefore continued to call an
excessive number of times, in some cases hundreds of times each month. From the
company’s perspective, we had resolved their issues. So rat...
(continues)
...
sprintchick99 said:
The customer is definitely not always right, and true, the customer service is not above reproach, but but termination due to dissatisfaction makes my blood boil. There have been people that I never want to deal with again, after being treated like garbage, but I'd still never screw someone like this.
Tell you what... let me call your number 100 times a month for a while and see how long it takes for you to get tired of it. 🤣
It's not like they forced them out and charged them a cancellation fee. They even let them keep their number. They lost nothing but the apparent "endless suffering" they had with Sprint.
I like people. People are generally nice. But I have found that there ...
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As an employee of Sprint, you should understand their point of view. I'm confused why you as an employee of Sprint don't understand why it is in your companies best interest and the best interest of the customer to sever ties. It's very clearly stated in the internal memo you posted.
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I don't understand why you have a problem with this. Your call volume, which is directly related to how hard you work, is higher because of customers like these. If you take these 1200 customers, at 50 calls each, that's 60,000 phone calls a month customer service reps like yourself are taking unnecessarily. 60,000 phone calls is a lot. They're costing Sprint money that could be better used on cell phone towers, coming out with better phones, or even perks for the employees such as discounts with other companies, etc. So, I'm curious, why are you complaining?
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sprintchick99 said:...
"Subject: Sprint customer termination letters
Issue: Various online message boards are carrying reports from Sprint customers that
their service had been cancelled because they contacted Care too often. The online
reports state that Sprint’s solution to service issues is to terminate service to
troublesome customers who complain too much.
Summary: Ongoing audits of our Customer Care operations revealed that a very small
percentage (approximately 2/1,000th of 1 percent) of our customer base had issues that
they felt Sprint could not resolve to their satisfaction and therefore continued to call an
excessive number of times, in some cases hundreds of times each month. From the
company’s perspecti
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Yep. A real carrier who won't attempt to placate the ridiculous requests of greedy customers.
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Can you repost that. Every time I try to read it I get an error I-D-10-T. Maybe you've seen this before?
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😳 OMFG! I just don't beleive what I'm seeing. I wish Sprint would do the same for the IDIOTS in the company who don't back them on obvious GOOD customer service like this.
Oh yeah, and I hope someone sees you posted our internal email and cans you for it!
(Even if it is the "official response," they should just do it on principal.)
Oh yeah, and I hope someone sees you posted our internal email and cans you for it!
(Even if it is the "official response," they should just do it on principal.)
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Jorin, I respect your opinion that you think it's a good policy. However, I still completely disagree with it, and a post like yours betrays your ignorance. Even being an internal message, there is no sensitive corporate info being leaked, so I'm still sleeping well at night. Beyond this, despite the reported money being saved by cutting off the source of these excessive calls, it's a PR nightmare. I must have fielded over a dozen inquiries from people milling around in the store if they will automatically be dropped if they call in over some 'magic number'. A move like this would never impact other customers for the better in any practical way they could recognize. Sprint has a nasty habit of making decisions that portray it as a com...
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Funny I work for sprint as well and have not been asked one question buy a customer about them being dropped if they make a lot of calls to customer service.
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T-Zag said:
Funny I work for sprint as well and have not been asked one question buy a customer about them being dropped if they make a lot of calls to customer service.
That's because SprintChick is making it up. Sure, we read this stuff on websites like phonescoop, but your average oblivious customer walking into a Sprint store has no idea what's going on.
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Considering I work in an 'A' market that's heavily populated, alongside the fact that this fiasco has been spread through the media, it's no surprise that I've had people asking about it. I have no cause to make any of it up.
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Well I work in a Direct Service and Repair Center, (the only one in my state) and we do thousands of tickets every month, AND we also happen to be right next to an "A" market store (so we get their traffic too)... I'll give you this Sprintchick. I GOT O-N-E, ONE (1) customer today ask about it, who then immediately said he thought Sprint was awesome for it.
One other thing I will give you, is the way they announced it. It was too blunt and probably left out too many details, leaving the press to have a field day with yet another "CRAZY EVIL CELL PHONE COMPANY."
Bottom line in my opinion it just shows a lack of integrity and work ethic when you don't back the company you work for, and then on top of that, announce it to your customers. Ther...
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One other thing I will give you, is the way they announced it. It was too blunt and probably left out too many details, leaving the press to have a field day with yet another "CRAZY EVIL CELL PHONE COMPANY."
Bottom line in my opinion it just shows a lack of integrity and work ethic when you don't back the company you work for, and then on top of that, announce it to your customers. Ther...
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This forum is closed.
