Sprint to Prorate ETFs, Improve Customer Service
Too little too late. This is why Costco dropped Sprint
FYI, I'm totally biased here, so say what you want.
Costco is a warehouse, not a cell phone seller, but they do sell nearly 1 million phones a year, and the Costco members here trust us to give them a good product. Sprint happens to have good coverage in the area that I work, whereas Verizon's sucks.
Now wouldn't it make sense that I would sell more Sprint? Well, I sold the same amount, nearly 45/55 in favor of Sprint. I get 3x as many returns on Sprint, and 99% of the time its because of customer service. The worst part of that is, here at Costco we take it upon ourselves to act as a Customer Service Rep. We will do everything for the customer to get their problems worked out. But you can only do so much... like spend nearly 18 hours ...
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Costco is a warehouse, not a cell phone seller, but they do sell nearly 1 million phones a year, and the Costco members here trust us to give them a good product. Sprint happens to have good coverage in the area that I work, whereas Verizon's sucks.
Now wouldn't it make sense that I would sell more Sprint? Well, I sold the same amount, nearly 45/55 in favor of Sprint. I get 3x as many returns on Sprint, and 99% of the time its because of customer service. The worst part of that is, here at Costco we take it upon ourselves to act as a Customer Service Rep. We will do everything for the customer to get their problems worked out. But you can only do so much... like spend nearly 18 hours ...
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EddieT said:
FYI, I'm totally biased here, so say what you want.
Sprint needs to work on SSSOOO much more than CC, but they just don't see it.
But this is why Costco dropped Sprint. Because as a company, they have no idea how to prioritize. CC is a problem, but not the only problem, and God knows they can do more than that.
Haven't you been reading the news lately, they just fired the CEO and now they are looking for a someone who can revitalize the company, and now they announced prorated ETF's and better CS with new discount programs etc...
What more do you want, it takes time for these things to take affect. They can't just flip a switch and make CS and all the other problems go away. To b...
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I think the only reason why these things are happening so fast is, because they already knew what was the problem before hand and did not do anything about it. Now they want to clean up as fast as possible so they do not lose any more customers and etc.
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The point is, people are leaving Sprint, and not just customers. Over 300,000 customers leaving sprint last quarter? Ouch.
Costco happens to sell over 1 million phones a year. Sprint had the potential of 1/3 of those sales. Not only will those people not be getting Sprint, but people in Costco who have Sprint will now be switching to the other carriers Costco has.
The point is, people trust Costco, and people go to Costco to get a fair and balanced opinion on what is best for them. Well, Sprint has its pros, but the cons far out-weight them. Now those people will get something that will more than likely be better than them. Also, I'd bet more than 85% of costco employees have Sprint, and so far it looks like the majority are ready to s...
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Costco happens to sell over 1 million phones a year. Sprint had the potential of 1/3 of those sales. Not only will those people not be getting Sprint, but people in Costco who have Sprint will now be switching to the other carriers Costco has.
The point is, people trust Costco, and people go to Costco to get a fair and balanced opinion on what is best for them. Well, Sprint has its pros, but the cons far out-weight them. Now those people will get something that will more than likely be better than them. Also, I'd bet more than 85% of costco employees have Sprint, and so far it looks like the majority are ready to s...
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EddieT
You are absolutely INCORRECT in your statements.
God I love how people think they know the real deal and they just come off looking unintelligent and uninformed.
You are absolutely INCORRECT in your statements.
God I love how people think they know the real deal and they just come off looking unintelligent and uninformed.
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No offense, but I did my research, I sold Sprint phones, and I have sold other phones as well. The fact of the matter is, I didn't say anything incorrect.
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Too bad Costco does not sell phones. They only provide space for a 3rd party to sell phones in their stores. So your buying a phone from a 3rd party with Costco's return policy, which changed earlier this year.
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The phones are costco property, and are sold by costco. Wireless Advocates(car toys), the company that rents space in Costco, simply activates the service. The phones are still costco's to sell, return, exchange. And Costco's return policy is still 90 days, better than any direct dealer.
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ACTUALLY THE ONLY FAULT SPRINT HAD WAS TO ALLOW COSTCO TO SELL OUR PHONES. THE PROBLEM IS COSTCO CELL DEALERS ARE NOT TRAINED APPROPRIATLY TO SELL PHONES...... THEY WOULD NOT ACTIVATE THEM CORRECTLY THAT IS WHY THE RECEIVED SO MANY RETURNS. AND THEY DID NOT SET THE RIGHT CUSTOMER EXPECTATION....IT IS "SELLER ERROR"
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Sprint is actually the ones who train Wireless Advocates (costco) employees. Not Costco, not WA, SPRINT. Aside from that, Costco did not recieve returns on Sprint due to programming problems, but due to customer care, bill charges, and porting issues. The customer care has been bad for a while, and even Sprint admits this. Their data charges for things like ringtones are horrid (without vision) and most customers don't know to get that before they download those two ringers, and finally, the porting issues have nothing to do with either Costco, Wireless Advocates, or anyone at all. The problem is with SNAP, which doesn't actually work for porting, or didn't as of two weeks ago.
So please, don't make stuff up and act like we can't activate...
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So please, don't make stuff up and act like we can't activate...
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EddieT said:
Costco did not recieve returns on Sprint due to programming problems, but due to customer care, bill charges, and porting issues. blockquote>
I have sold sprint phone's for more then 7 years. I have never had a custmer return phones becouse of customer care, bill charges. If you sell the right plan with the right bolt on's the custmer should not have any problems, if you go over everything and take your time to explain all the charges be for the custmer leaves the store you wount ever have thoes problems.
I have allways told my custmers to come in and see me or call me if they have a ? on there bill, so thay do not have to call CC and be on hold.
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Costco mostly (depends on the person, but its how we are trained) tells customers the same thing. We always have them talk to us, mostly cause we know if they call sprint directly they will be on hold forever and get upset and return phones. We have a direct line to Sprint so it is easier for us to work out problems, but just because you tell a person something doesn't always mean they will listen. And besides, if Sprint wont work with COSTCO to get a customers bill fixed, again, that is Sprints fault, not Costco.
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This forum is closed.
