Why is sprint so mean?
I just started working for sprint. I used to work for another carrier so I went in with a pretty good handle on the cellular world. Now where I came from customer service was number 1. Tell me why at sprint they are totally unwilling to help their customers??????? They make you pay for EVERYTHING and cut their faithful customers NO slack on anything. Tell me why it costs 5 dollars to pay a bill in the store. How fu**ing retarded is that! I just don't understand how they have a customer base!
But I guess ppl like them.. so I will continue to make money off of sprint ripping their customers off!
But I guess ppl like them.. so I will continue to make money off of sprint ripping their customers off!
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I have found that every rule and policy at Sprint can either be bent or broken, so take your choice when you really care about the customer you are talking to.
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mobile_trojan said:
I have found that every rule and policy at Sprint can either be bent or broken, so take your choice when you really care about the customer you are talking to.
Thats EXACTLY correct...personally, if i speak with a mean guy/girl im not gonna do my best to help em out...if i speak with someone whos very patient with me tryin to fix their problem, then yeah, I'll do MORE than usual things to help em out...even throw in creds i dont tell em about (just for recording purposes)
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Well too bad, its being used for goddamnsed politics here in our place!
I mean I do take my job seriously but some people think a serious job here is the one who can pee the longest!!!!!
And I bet you that includes an old hag, an evil princess and a baldie!!!!!
TO H@LL with them
I mean I do take my job seriously but some people think a serious job here is the one who can pee the longest!!!!!
And I bet you that includes an old hag, an evil princess and a baldie!!!!!
TO H@LL with them
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...REAL Sprint stores don't charge to take payments. Plus, REAL Sprint stores do give their customers a break when the customer deserves it. But from my experience third party Sprint stores suck balls, in fact right now I am working on fixing a Smart Wireless kiosk's $500 f*** up on a very nice woman's account.
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Ha Ha she said went in with a pretty good understanding of the cellular world... ha ha no seriously thats funny. How could you not know that Corp Sprint stores don't charge $5 extra to pay a bill. 3rd party locations use a 3rd party company called PreCash. PreCash is the one charging the customer the extra $5. I have an idea... try telling your customers that getting a cell phone doesn't bring them fully up to date. They must also master the art of paying bills online. 😎
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supremecellgod said:
3rd party locations use a 3rd party company called PreCash. PreCash is the one charging the customer the extra $5. They must also master the art of paying bills online. 😎
No, Precash charges the retailer a small processing fee, and its' up to the retailer what they charge the consumer. The maximun they can charge is 5 bucks. We charge $3.00.
Yes. If they were able to figure out how to pay online or through their phone they wouldn't have to pay me to process their bill.
Cheers,
SiestaRandy
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Thanks for the tip. I guess all the 3rd parties in my market are greedy douche bags 😉
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supremecellgod said:
Thanks for the tip. I guess all the 3rd parties in my market are greedy douche bags 😉
One minute please,
when your (Sprint) customers come in to my retail store because you (Sprint) mucked up their bill, your correct. I am sending them straight over to you. If I created a problem (doubtful, cuz I know what I'm doing) I will call and fix it myself.
As to greedy, I'll agree that the guy who charges 5 bucks is greedy. We dont. So dont make an assumption that All 3rd party are either greedy or inept. Sprint doesn't pay me to collect their money.
Do you work for free? probably not. Neither do I. I provide a service. If you don't want to pay for my services, buy stamp...
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What the h@ll are you talking about?? I said they were greedy because they were charging the max. No I don't screw up peoples accounts and if you would do some reading through the other posts you would know that I am also a 3rd party rep and I ALWAYS take care of my customers! Sounds like somebody woke up on the wrong side of the rock! 😲
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Sorry supremecellclerk,
I was only trying to point out that your statement was completly incorrect. Precash doesnt charge anyone but the retailer. Oh, and if you are a third party also, according to you, ALL of them in your area are greedy. Therefore, you too are greedy, according to your flawed logic.
Also, if you are third party, you dont do warrenty issues, so you dont ALWAYS, as you say, take care of your customers. Next time you feel like hurling insults, try knowing what you're talking about. Or stay under your own rock!
Cheers,
SiestaRandy
I was only trying to point out that your statement was completly incorrect. Precash doesnt charge anyone but the retailer. Oh, and if you are a third party also, according to you, ALL of them in your area are greedy. Therefore, you too are greedy, according to your flawed logic.
Also, if you are third party, you dont do warrenty issues, so you dont ALWAYS, as you say, take care of your customers. Next time you feel like hurling insults, try knowing what you're talking about. Or stay under your own rock!
Cheers,
SiestaRandy
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WOW... I said I take care of MY ef ups! That would be service related NOT warranty issues. My company does NOT take precash payments because WE don't believe in the greed. I do admit when I'm wrong and I did admit I was wrong about the reason there was an extra charge.
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OK kids settle down!!!! I am 3rd party and i REFUSE to take payments because i have to charge 5 bucks (comp policy!!), but the flip side is these same people who want to pay cash the same day its due almost all already have the precash card because they have a hard time paying bills on time anyway. most of the people i sell to that have precash can come up with the 150 buck deposit and extra 100 bucks for phone and accy but cant find 41 cents to mail out the payment on time!!!
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We take PreCash Payments, but we charge $3 to take the payment be it T-Mobile or Sprint.
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From my understanding, you work for iPCS, a Sprint Affiliate. Sprint helps those customers who are willing to help themselves. I hope one day Sprint Nextel Inc. acquires iPCS and boots jaded employees like you. Why don't you go back under the wireless carrier's rock from which you slithered phonegrl81 since you obviously don't buy into Sprint culture.
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Are you 3rd party? In my area or district, customer are greatly appreciated. Our location, in our area, started customer appreciation.
Our store bar-b-ques, orders pizza, buys candy, soda, chips, and alot of other goodies. Sprint picks up the tab. We try to do this every weekend, if we can't, for sure it's every other weekend.
Charging $5 to pay their bill?! Wow, Sprint, in my area hasn't done that in 2 or 3 years.
Every store and district is ran differently. Our store takes care of the customer and we greatly appreciate their business.
We also send our customer thank you cards, with calenders, and coupons to come visit our location.
We send flyer's to businesses stating we close an hour or two, just for you, family and friend...
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Our store bar-b-ques, orders pizza, buys candy, soda, chips, and alot of other goodies. Sprint picks up the tab. We try to do this every weekend, if we can't, for sure it's every other weekend.
Charging $5 to pay their bill?! Wow, Sprint, in my area hasn't done that in 2 or 3 years.
Every store and district is ran differently. Our store takes care of the customer and we greatly appreciate their business.
We also send our customer thank you cards, with calenders, and coupons to come visit our location.
We send flyer's to businesses stating we close an hour or two, just for you, family and friend...
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1st tell the customer to use *3 and pay that way.
2nd Junglemassive - You are the reason sprint customer service has a bad name. 3rd party stores are REAL stores that sell real phones. In some cases there are better employees working at these locations and in some cases not... But we deal with the same customers however we have more restrictions that make it a tougher sell and we STILL SELL THEM and make customers happy.
3rd. It should not matter what the mood is of the customer calling in. All of them should be helped as much as possible. They should not be happy because they are calling with a problem. IF YOU DON'T LIKE MOODY PEOPLE GET OUT OF RETAIL!
That attitude is exactly why Sprint is dead last in customer service.
If e...
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2nd Junglemassive - You are the reason sprint customer service has a bad name. 3rd party stores are REAL stores that sell real phones. In some cases there are better employees working at these locations and in some cases not... But we deal with the same customers however we have more restrictions that make it a tougher sell and we STILL SELL THEM and make customers happy.
3rd. It should not matter what the mood is of the customer calling in. All of them should be helped as much as possible. They should not be happy because they are calling with a problem. IF YOU DON'T LIKE MOODY PEOPLE GET OUT OF RETAIL!
That attitude is exactly why Sprint is dead last in customer service.
If e...
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...you are entitled to your opinion and I am entitled to mine. But when you have a third party jack hole that is happy to sell a customer something, and then when they make a mistake or the customer has an issue they send them straight to me, you would be a little pissed too. I spend more time fixing Radio Shack and Smart Wireless' f*** ups than I spend doing my paperwork. I have worked indirect before but I jumped to corporate as SOON as I could because of the limitations on what third parties can do, that's sh** is BS. Also, I never said ALL indirects are like that, just the vast majority, in my experience, and that's seven years in wireless. My store's CSAT (you know what that is?) is the highest in my area, that means my ...
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I am the most cynical rep in the entire company, and I still fix every problem, make every effort to make customers happy WHEN THEY DESERVE IT. By that I mean do not call and yell about the hold time. YES it sucks. YES Im sorry. NO i cant roll the clock back. Get on to business.
I think that my reputation here alone (not even counting my callcenter) should be enough to prove you wrong, SprintManager. Customer Service has NOTHING to do with actually caring. It has everything to do with respect, and pretending you care.
There is not a single polite individual who interacts with a rep on my team that does not end up happy. That is all.
I think that my reputation here alone (not even counting my callcenter) should be enough to prove you wrong, SprintManager. Customer Service has NOTHING to do with actually caring. It has everything to do with respect, and pretending you care.
There is not a single polite individual who interacts with a rep on my team that does not end up happy. That is all.
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Now I want popcorn. This is more entertaining than sprint tv at the moment.
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I needed to make this kid laugh after the issue I gave him 2 days ago 🤣
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I'm aware, and it was appreciated.
My point was that regardless of how I talk here, or while I have myself muted with a customer on the phone, I still do my best for every customer that deserves it.
The thing we are missing here is common courtesy. When you call a large company, you expect hold time. It happens. It does NOT give anyone the right to yell at a stranger. Be polite, explain your problem, and most of the time, you will find the reps to be helpful. Same principal in store.
My point was that regardless of how I talk here, or while I have myself muted with a customer on the phone, I still do my best for every customer that deserves it.
The thing we are missing here is common courtesy. When you call a large company, you expect hold time. It happens. It does NOT give anyone the right to yell at a stranger. Be polite, explain your problem, and most of the time, you will find the reps to be helpful. Same principal in store.
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I do agree. but there has to be a reason we always rank last... Verizon and att are both large companies
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If I am not mistaken, Sprint let go of 5000 employees at the beginning of the year, 2500 of them from customer care. That ends up to 50 people per state, and I do not think there is a call center in every state, so the numbers per call center are a lot higher.
Now add that to the special departments for powersource and UBP that no regular consumer has access too. That customer is forced to call whatever resource there is to get where they need to. Multiply that by the number of customers with UBP and powersource phones and that is why you have such the long hold times.
Now add that to the special departments for powersource and UBP that no regular consumer has access too. That customer is forced to call whatever resource there is to get where they need to. Multiply that by the number of customers with UBP and powersource phones and that is why you have such the long hold times.
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I KNOW WHY WE RANK LAST!!!
Come to my town, I'll buzz you into the callcenter, and let you walk around. You can visit and talk with me. You will be able to tell I am a resonably intelligent human being with a sense of humor about life. Most other people here are not. If I was in control of the hiring, we would not have a problem. Our problem right now is that we need people to answer phones so badly that it almost doesnt even matter if they are breathing.
In short, right now, the higher-ups need quantity over quality.
Come to my town, I'll buzz you into the callcenter, and let you walk around. You can visit and talk with me. You will be able to tell I am a resonably intelligent human being with a sense of humor about life. Most other people here are not. If I was in control of the hiring, we would not have a problem. Our problem right now is that we need people to answer phones so badly that it almost doesnt even matter if they are breathing.
In short, right now, the higher-ups need quantity over quality.
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Wow. No wonder I was puzzled on how this lady didn't know much in tier 2 tech support. Her location is in Texas.
By the way, maybe you can help with this issue. I had a customer that wasn't able to to receive text messages. Anyone that sent a text, the texter and textie would get the same error message. Message is full, unable to receive message.
That's the first time I've seen that. Any suggestions?
By the way, maybe you can help with this issue. I had a customer that wasn't able to to receive text messages. Anyone that sent a text, the texter and textie would get the same error message. Message is full, unable to receive message.
That's the first time I've seen that. Any suggestions?
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HAHAHA!!
I can almost guarantee you that it was a samsung phone recieving the message. Happens all the time. Its a memory problem.
Menu - settings - security - reset phone.
On some phones it will erase data, on some phone it wont. Check with me for specifics.
But also, it is technically impossible for the sender AND reipient to get an error message. Either it will send and then have a problem, giving the recipient an error, or it will not send, giving the sender an error. Either way, its fixable, just make sure they are using area codes, and PM me with more specifics.
I can almost guarantee you that it was a samsung phone recieving the message. Happens all the time. Its a memory problem.
Menu - settings - security - reset phone.
On some phones it will erase data, on some phone it wont. Check with me for specifics.
But also, it is technically impossible for the sender AND reipient to get an error message. Either it will send and then have a problem, giving the recipient an error, or it will not send, giving the sender an error. Either way, its fixable, just make sure they are using area codes, and PM me with more specifics.
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I work 3rd party but I have to agree with JM. Most 3rd party sales reps are terrible. I think turnover is the biggest issue in the wireless biz. I personally take care of all issues up to 60 days from the point of sale. After that I believe its up to Sprint because any of my f*** ups should have shown up by then. As far as being limited I'm not too sure what SprintManager is talking about. I have a territory rep from Sprint Corp that can take care of just about anything I need and he's more then happy to do it.
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Have you considered jumping from the indirect channel Titanic and cruising on the direct channel QE2?
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Of course you'd be the one to ask. Nope haven't really thought of it. My employer is one of the best paying for wireless in my area.
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yea how do we jump ship i dont get paid Sh*t but get alot of it for what i do!
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Sprint never sleeps anymore because they are up 24/7 trying to discover what their customer's "dreams" are all about.
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Sprints customer base is business. Work in a business line call center and then you will see customer service. Trust me. I work in one.
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then they are focusing on the wrong aspect. That is why so many are bailing from nextel since they were merged with sprint. Businesses hate sprint!
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I work for the shack, and I usually know what I am doing. I have helped customers with screwed up bills, because of corporate and/or 3rd party sales not just our sales and I have lost multiple sales while doing it too. To say 3rd party salespeople are screw ups and corporate doesn't is wrong in my belief. I believe their is a two part problem, 1) lack of proper training. 2) As it was stated earlier in this post "quantity over quality".
I bet if a study were done, most screw ups are done by a minority. The rest well "we are all are human and can hit a wrong key in the computer and not notice"
As for charging 5 dollars for paying a bill, we do use precash and they do charge us. RS used to pay us a dollar to take a payment. Now ...
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I bet if a study were done, most screw ups are done by a minority. The rest well "we are all are human and can hit a wrong key in the computer and not notice"
As for charging 5 dollars for paying a bill, we do use precash and they do charge us. RS used to pay us a dollar to take a payment. Now ...
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The only way I would refer a customer to a Best Buy (first choice) or a Radio Shack (last choice) is if a customer was dead set on a particular handset like the Motorola SLVR we don't carry in our line up. Certain handsets like the SLVR, Samsung A960 & Sanyo Katana in Polar White I believe are given to third party national retailers to help drive Sprint business for them. If a customer is looking for a particular thirty party only handset, I'll do everything under the sun to uncover the reasons for it and try to get them into one of our handsets that has comparable features. I explain to them it's better to purchase their Sprint wireless services directly from a corporate store as we can pretty much do everything related to the customer's ac...
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Ray said:
In all honestly, I don't see why anyone would want to deal with a thirty party retailer.
Heres a good reason: Nobody has been screaming at me about their bill all day, so,
I'm not already in a bad mood when they get here.
By the way, I have over 1500 accessories for all types of phones. Not including about 20 different bluetooth devices. In case you didn't know, they are made in the same country, probably the same factory in some cases, as your Sprint branded items. And, we guarantee every case, clip, or pouch for one year. Go take a look at a Wireless Toyz store Ray. You probably will be surprised.
By the way, Ray, when will Sprint get unified billing. I'm getting tired of sea...
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Ray said:
I explain to them it's better to purchase their Sprint wireless services directly from a corporate store .
Better for who Ray, ummmmmm, Sprint maybe???
Share the wealth, baby.
Cheers,
SiestaRandy
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I wonder what ray as against 3rd party. All 3rd party locations are not bad, just like all corp stores are not all good. It's the people in the store who make it a good experience. I have lost allot of sales because I didn't have what the customer wanted and sent them to corporate, I did not try to sell them what they didn't want, I did what was in the customers best interest. Radio Shack only sales cell equipment approved by the manufacture and cell providers, so the warranty is not voided. So the oem excuse is out the window. I don't mind that ray is trying to sell a different color because it's only sold at another retailer, just don't put the other retailers down while doing it. Yes, there is somethings we can not do, IE look into...
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