Sprint to Prorate ETFs, Improve Customer Service
Expected
😢 Aww...I wanted firsts. But, oh well.
Watch them add the following catchs:
-Only to new contracts.
-An increase to the ETF amount.
Watch them add the following catchs:
-Only to new contracts.
-An increase to the ETF amount.
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No one is saying they wouldn't have to, if 2 or more competitors in this business do something the rest follow the them. Eventually. 😁
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hahahahahaha. Does it take loosing all of their customers before they do something about customer service.
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They were also the last ones to do it... besides Alltel. But then again, Alltel is less known out west... if at all. They don't have as many customers, and so its not so necessary that they make the change.
Expected? Hell no. I never expected Sprint to realize that their customer service sucked... How many YEARS have they been this bad? Too many, but at least they are finally learning something...
In the end though, is it enough? Many 3rd party sellers (ie, Costco) have stopped selling Sprint. Bad news for them, cause now there are even less people trying to switch to sprint.
T-Mobile has their "get more" theme with more minutes/txt/data for your money.
VZW has the largest network.
AT&T has... the iphone.
Sprint? Good data?...
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Expected? Hell no. I never expected Sprint to realize that their customer service sucked... How many YEARS have they been this bad? Too many, but at least they are finally learning something...
In the end though, is it enough? Many 3rd party sellers (ie, Costco) have stopped selling Sprint. Bad news for them, cause now there are even less people trying to switch to sprint.
T-Mobile has their "get more" theme with more minutes/txt/data for your money.
VZW has the largest network.
AT&T has... the iphone.
Sprint? Good data?...
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DId you know that verizon uses Sprint towers and vice versa? If you have roaming in your plan, just switch it to roaming only, and you will get an affiliates towers. Easy as that. Sprint has the touch, which is seriously cool, and 4g going into rev-a. With the customer service fixed... Sprint has a chance to grow even more than it's competitors.
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matt_man2007 said:
DId you know that verizon uses Sprint towers and vice versa? If you have roaming in your plan, just switch it to roaming only, and you will get an affiliates towers. Easy as that. Sprint has the touch, which is seriously cool, and 4g going into rev-a.
With the customer service fixed... Sprint has a chance to grow even more than it's competitors.
Well, if Sprint's biggest positive is that you can roam on Verizon's network, uhh, that doesn't say much about Sprint's network, now does it?
Not only that, but if you roam too much on VZW, Sprint will give you the boot. Over 50% of your minutes as roaming or something like that? And in some cases you'll have to pay the ETF when booted I hea...
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Yep man you gotta point. T-mo is doing that whole prorating the ETF's beginning Q1 of '08 as well
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who cares about T-Mobile they could offer no contracts and free plans... they still wouldnt do crap... you cant compare T-mobile to sprint... T-mobile is an Ant compared to us here at Sprint.. Tmobiles coverage are is like cricket
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you are an idiot....Eddie T. Sprint has the most powerful network.. better phones than any of the competitors... speeds that will blow all of them out of the water... the only problem is the customer service and that will be turned around within 6 months it is a noted problem..everybody has those issues...Sprint doesnt want third party sellers anymore they F up to many things resulting in problems... Sprint already has taken lots of business away from radio shack ...stopped dealing with Best buy for the most part and obviously stopped the relationship with costco.... oh and by the way you are an idiot did i mention that.
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going to take alot more than these things to improve sprints customer service.they should focus on wait times. 😳
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They need to focus on training their reps to know what the hell they are doing and keep the call centers in the U.S. so customers dont come into my stores and byatch about not understanding customer service reps. Yes this may be a quich get out of jail card for sprint but it wont fix all of problems.
Sprint is way to focused on wimax and broadband right now and they are failing in customer satisfaction.. 60,000 lost post paid customers comapared to 1.3 million gained by verizon and at&t.... that would be my main concern right there!!!!!!!!!!!!!!! 😳
Sprint is way to focused on wimax and broadband right now and they are failing in customer satisfaction.. 60,000 lost post paid customers comapared to 1.3 million gained by verizon and at&t.... that would be my main concern right there!!!!!!!!!!!!!!! 😳
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Agreed... prorating ETF's will just allow Sprints customers (Nextel specficically) to port out at less expense. I expect this to increase churn.
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In the short run, it may increase churn, in the long run if they improve CS, they will gain customers. Sprint has potential, it can go either way, I'm not a big cdma fan, but I do think they have a better phone line up then VZW, and atleast they don't have their stupid ass VZW phone interface on all of their handsets.
As far as roam, both use each others carriers for voice, where roaming comes into play is with data, and evdo roam agreements.
As far as roam, both use each others carriers for voice, where roaming comes into play is with data, and evdo roam agreements.
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true story. i was on hold for 56 minutes while canceling my contract. had my debit card ready to pay them off and everything. someone finally gets on the other end of the line. this guy starts asking why im cancelling,offering a new phone,better plan all that jazz. im explaining to him why im going to pay the ETF and why my new dealer plan kills whatever he can try and offer me. he hung up on me. call ended. 134 minutes flashing in my dumb face. i went to the nearest corporate sprint store 37 miles down the road and unleashed jihad. 👿
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thwack1083 said: i went to the nearest corporate sprint store 37 miles down the road and unleashed jihad. 👿
😳
I am sure the poor person that you unloaded on in store really deserved it too.
🙄
Any call center rep will tell you that not escalating the call will get you some where alot faster, you piss them off and you just screwed yourself. They have their job to do, and part of their job is try and save customers. Listen to their spiel, and then just kindly say no and move on.
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I am a manager for a sprint agent store and I dont blame that person for going to a corporate store to complain and raise holy hell!!!!!! Call center reps hide behind the phone and are not helpful at all when it comes to customers. I yell like crazy at them dumb ass reps all the time cause they have no clue what they are doing..
Listen to their speil? waste of time!!! obviously 337,000 people didnt want to listen to their speil last quarter!!! Sad really!!
Listen to their speil? waste of time!!! obviously 337,000 people didnt want to listen to their speil last quarter!!! Sad really!!
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I would agree with him that our customer care sucked and call into a call center and we both would unleash it on some poor sapp from bumfukegypt!!!!! 🤣 99.9% of the problem is when you call to cancel you get someone that does not speeak fluent english in hopes that the customer gets frustrated and changes their mind not to cancel! not probable.
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SOMETIMES I REALLY WANT THAT CANCELATION DEPT JUST DO THEIR JOB AND MAKE THE CANCELATIONS INSTEAD OF RESTORE THE SERVICE AFTER FINANCE DEPT AND CUSTOMER SERVICE SAID NOT.
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Caps lock is on... 😳
Calm down, and try to explain yourself in a rational manner. 😳
Calm down, and try to explain yourself in a rational manner. 😳
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i mean if someone wants to cancel the account, well the agent should make the cancelation instead of make offers, or restore the service... if finance dept said they can't set up a pymt arrangement, so they transf you to cancelation dept and there you get restored the service, what would you think? 🤨
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To your dilemma:
As a customer: I would think that I either a.) lucked out, b.) they really are idiots.
As an agent: I would want to kick somebody in the nuts.
Someone has to try and hold up the retaining walls in Sprint. The Call Center reps HAVE to offer you something, to try and keep a customer. If a custy is in trouble with the Finance Dept., and they are re-instated by the cancellation dept. there is a huge lack of communication going on right there. If the custy stays connected after that, then I say great for them cause they took advantage of that lack of communication.
On your end I can understand that is frustrating, but the only thing you can do is grin, smile, and bear it.
As a customer: I would think that I either a.) lucked out, b.) they really are idiots.
As an agent: I would want to kick somebody in the nuts.
Someone has to try and hold up the retaining walls in Sprint. The Call Center reps HAVE to offer you something, to try and keep a customer. If a custy is in trouble with the Finance Dept., and they are re-instated by the cancellation dept. there is a huge lack of communication going on right there. If the custy stays connected after that, then I say great for them cause they took advantage of that lack of communication.
On your end I can understand that is frustrating, but the only thing you can do is grin, smile, and bear it.
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Disagree. Phonescoop does offer a spell checker so even if you don't know how to spell something, they'll do it for you.
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heh. i get screamed at by people at my job all the time, because of what a call center rep told/did to a already ticked off customer. all i wanted to do was pay them off. the etf and the past due bills i owed them. i was with sprint for a good 5 years. the game was over. just take my money and lets end this. did that manager deserve to get screamed at by me? of course not.that is part of her job description though. funny thing about it...i had to wait about 45 minutes before i could speak to a manager.
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you should have went to a best buy or a radio shack in a mall and opened a can on them!! those stores are worthless when it comes to helping out with customer service issues and would have been funny as hell to see peoples reactions. 🤣
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My job description doesn't include being berated by customers, period. Getting belligerent in the store only gets you one thing, The Door.
If you can communicate your problem to me in a reasonable manner, I will do the utmost I can to help you out. And if I don't know the answer? I will find somebody that does, and I DO know who I have to contact.
You want to cancel? I will tell you what you need to port out to another carrier.
If you can communicate your problem to me in a reasonable manner, I will do the utmost I can to help you out. And if I don't know the answer? I will find somebody that does, and I DO know who I have to contact.
You want to cancel? I will tell you what you need to port out to another carrier.
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Same here ecspecially if they direct their sh!t at me!! if it is not something that I have caused and they get like that at me I get really defensive and they get the boot with the first curse word!!
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🤣
Wait times...try the person on the other end of the phone being able to enunciate and pronunciate proper English phrases first.
They are not going to let current customers out of their contracts, thusly the "2008" clause. Even then it could be 4Q 2008 before they start doing it. Even then, imo it will be for new contracts only. Certainly can't have all the ras jumping ship at once, now can they?
😁
Wait times...try the person on the other end of the phone being able to enunciate and pronunciate proper English phrases first.
They are not going to let current customers out of their contracts, thusly the "2008" clause. Even then it could be 4Q 2008 before they start doing it. Even then, imo it will be for new contracts only. Certainly can't have all the ras jumping ship at once, now can they?
😁
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keep in mind that the people in the call centers in india are actually there because they are attending college and are placed there to better their English. Yes, it's very annoying to have to talk with them, but it's a good cause.
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Ok, I work for Sprint, I am am replying to a store employee. You talk about what we do on the phone and how we hide behind our screens etc. I have to tell you, a lot of the reasons why people want to leave Sprint is because of store reps. Have you heard of Phantom Churn? That is when you open up a new line for people on their account and not tell them, so they have to call in pissed off and cancel that new line. All you care about is getting the sale, but you do not mention that they now have a new line, which changed their plan to a lines to chare, and gave them two contracts instead of just having one. This is a huge reason for churn. Also, store reps call up trying to cosch the customer to get what they want. How else do they know the nam...
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your funny... you probably work for a third party that takes our calls ... i love it when people who work in "telesales" and customer care they think they work for SPRINT.... LOL
you guys are funny... and think you are all important.. when you are not you people make 9 bucks an hour .. .haha
you guys are funny... and think you are all important.. when you are not you people make 9 bucks an hour .. .haha
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