Sprint MESSED UP!
So I called tech support yesterday...the Vision deck on my phone just isn't there...I get the same error message for every item on the "my account" menu that I select. No biggie, poop happens, right? So after I'd already told the rep that I'd turned the phone off & on, deleted the browser cookies and restarted the browser (all the usual tricks, right?) she changed my username. Well, in the process she took off my Power Vision Access Pack and re-added the Vision Pack. I really can't blame her for this...she works in tech support and not CS and just might not have noticed the slightly different names of the plans. When I got the confirmation email that my plan had changed (and that it was wrong) I called CS. I explained in detail what h...
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Good read this is why sprint is losing a million customers every 3 months. Glad your problems got fixed, others are just porting away for being treated like that.
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I actually test-drove Verizon. They would have been perfect had I wanted to pay more money for fewer features on a phone I really didn't care for! They screwed up my ETF, too, for three months kept saying I owed $400...because the VZW store didn't enter the proper codes when I cancelled and returned our phones. Poop happens...people make mistakes. But there's no way that a) it should have taken 3 phone calls to Sprint when ONE should have been enough and b) I should have been treated like an idiot by the guy looking for a commission on a $129 plan. I don't expect Sprint to give me a free phone because I've signed several contracts with them. It never would occur to me to go way over my minutes and expect to have the overages waived. ...
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i'm sorry that you feel entitled to something
we will give you respect in the form of being able to make calls on our network in exchange payment for our services... we will work our best to fix your issue but like you said poop happens and it does seem like we fix your problem... it's an industry problem your experiencing not a sprint thing... there is more information out there that we have to track and remember than you could possibly imagine so give us a dam break...
we will give you respect in the form of being able to make calls on our network in exchange payment for our services... we will work our best to fix your issue but like you said poop happens and it does seem like we fix your problem... it's an industry problem your experiencing not a sprint thing... there is more information out there that we have to track and remember than you could possibly imagine so give us a dam break...
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Wow...what a refreshing attitude. I pay my bill (and your wages) and yet I'm not entitled to customer service from a customer service rep. Nice!
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no it's not that... they gave it to you just not maybe in the form you were expecting it... they did call you back and let you know they fixed it and you continued to talk down to the manager... when we fix something say thank you and not everyone is as enlightened as you when it comes to their plan so cut us a little slack now and then... everyone makes mistakes... we usually have to correct ignorant customers quite a bit so sorry if we had to find out you knew something... we could have not fixed it at all (like sprint has a reputation for doing) but instead the agent did get the manager to call you with a solution and ask if there ws anything else...
sorry but maybe i'm jaded and your unrealistic and we're both being jerks
sorry but maybe i'm jaded and your unrealistic and we're both being jerks
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wow, you sir, suck!
i agree with the OP. i've had similar situations. and i've been on both sides of the phone.
the issue should have been fixed on the first call. if it was something a trouble ticket needed to be issued for, then issue that ticket. assure the cust it will be fixed. give them a timeframe. and promise them a callback when it is fixed or if the timeframe changes.
ok so now onto poop happens. the rep taking the call screwed something else up. poop does happen, but when you are dealing with customers accounts, you need to be very sure what you are adding and removing.
customer realized the new mistake. makes call #2.
cs rep tells customer what she already knows. then claims the opposite is true. eventually fixes ...
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i agree with the OP. i've had similar situations. and i've been on both sides of the phone.
the issue should have been fixed on the first call. if it was something a trouble ticket needed to be issued for, then issue that ticket. assure the cust it will be fixed. give them a timeframe. and promise them a callback when it is fixed or if the timeframe changes.
ok so now onto poop happens. the rep taking the call screwed something else up. poop does happen, but when you are dealing with customers accounts, you need to be very sure what you are adding and removing.
customer realized the new mistake. makes call #2.
cs rep tells customer what she already knows. then claims the opposite is true. eventually fixes ...
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I agree with liquidfire, the response that you posted did nothing but solidify the idea in the customer's mind that Sprint Reps are jerks. I am a Sprint rep and try my best not to be a jerk, but now I must be an a$$ in this customer's mind because you want to post something ridiculous?
TO THE OP:
Miss, I am very sorry that you received such horrible Cust Service, I assure you that with the new policies in place, had that call been monitored those reps are in it deep. The new CEO has a no tolerance policy for bad customer service. Things do happen, but when they do, the customer should feel secure that the issue will be fixed right the first time. One thing I did want to mention was that although the original rep messed up and the secon...
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TO THE OP:
Miss, I am very sorry that you received such horrible Cust Service, I assure you that with the new policies in place, had that call been monitored those reps are in it deep. The new CEO has a no tolerance policy for bad customer service. Things do happen, but when they do, the customer should feel secure that the issue will be fixed right the first time. One thing I did want to mention was that although the original rep messed up and the secon...
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ATTGuyNY said:CS reps do not work on commission. So while the efforts made were in the completely wrong direction, they were not trying to scam you, they just were not very well trained reps.
Thanks! That does make me feel a bit better.
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I've found a local Sprint corporate office in my area and the support out of that office does a great job!! Check into a local Sprint CORP office.
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also just remember most of the calls that we take on a day by day basis from customers yelling and screaming at us DEMANDING service and DEMANDING things that we cant do because of policy or just the standard of the cell phone industry. I do understand this situation. and very sorry to hear. but what we are trying to tell you for the most part when we recieve a call from a customer. they just want credits all the time. and then want us to extend their bill unreasonably. so please for the customer service reps that deserve it give us a break.
thank you
thank you
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Thank you. 🙂
Nobody owned the problem, until after steam started coming out of my ears, then the supervisor eventually said the mistake was Sprint's to begin with. All I wanted was for somebody to own the problem (which unfortunately turned into MULTIPLE problems which nobody was willing to own) so that it doesn't happen to someone else. Plain & simple. Unrealistic? Maybe. I hope not...
Nobody owned the problem, until after steam started coming out of my ears, then the supervisor eventually said the mistake was Sprint's to begin with. All I wanted was for somebody to own the problem (which unfortunately turned into MULTIPLE problems which nobody was willing to own) so that it doesn't happen to someone else. Plain & simple. Unrealistic? Maybe. I hope not...
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I've worked in customer service...so I get that. And sometimes somebody does fall down. But the next person should not fall down...nor the next person after that. I'm sorry it happened to me, but I'd regret not speaking up about it, and having it happen to the next caller, too.
I have had some good experiences with Sprint, too, so I believe that they are trying to improve their customer service. Unfortunately I've had more bad experiences than good ones in the 4 1/2 years that I've been a Sprint customer...and that's just not right!
I have had some good experiences with Sprint, too, so I believe that they are trying to improve their customer service. Unfortunately I've had more bad experiences than good ones in the 4 1/2 years that I've been a Sprint customer...and that's just not right!
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Shut up, ars. Sprint has no defense in this situation. This lady got three complete incompetents. There's no justification possible, and no 'dam break' entitled.
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No problem. Believe me, nobody resents Sprint CS more then a co-worker of theirs.
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Ok, so if I read this right, the main problem was with your picture mail being reset? Sometimes, if you're really having that much of an issue, take it to a service/repair store and have a tech look into it. Weird, but it's the best way solve issues when it comes to something like that.
Going through tech support on the phone is like a surgeon on the phone telling you how to perform surgery on your friend, you're limited to the general knowledge of the person you're talking to.
I apologize for the confusion, the customer service rep did not understand that all power vision packs (within the last few years) include picture mail. I know Sprint's CS isn't that great, but so did you even before you called in. I recommend going to sprint.c...
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Going through tech support on the phone is like a surgeon on the phone telling you how to perform surgery on your friend, you're limited to the general knowledge of the person you're talking to.
I apologize for the confusion, the customer service rep did not understand that all power vision packs (within the last few years) include picture mail. I know Sprint's CS isn't that great, but so did you even before you called in. I recommend going to sprint.c...
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I'd love to take my phone to a Sprint store...we're 60 miles from the nearest one. It's just not going to happen!
My original issue was that the Vision Home deck on my phone just isn't there. I get the same error message regardless of whether I try to check my minutes, confirm my plan details, view my account balance, etc. That's why I called tech support in the first place. Because of an unfortunate combination of an older computer, a crappy local ISP, and a missing modem driver, I'm unable to access sprint.com consistently. It sucks to be me...and then I have Sprint. LOL The tech support person removed my Power Vision and replaced it with Vision. The next CSR removed Vision and replaced it with the NEW Data Pack, which doesn't in...
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My original issue was that the Vision Home deck on my phone just isn't there. I get the same error message regardless of whether I try to check my minutes, confirm my plan details, view my account balance, etc. That's why I called tech support in the first place. Because of an unfortunate combination of an older computer, a crappy local ISP, and a missing modem driver, I'm unable to access sprint.com consistently. It sucks to be me...and then I have Sprint. LOL The tech support person removed my Power Vision and replaced it with Vision. The next CSR removed Vision and replaced it with the NEW Data Pack, which doesn't in...
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I know how you feel. Everytime I call, they treat me like I have no idea what I'm doing. I wish they would just listen to what I say and then answer instead of listening for "key" words and then responding from a script. I also don't understand why I have to talk to multiple reps for 1 issue. I once got told on one call that I had 3 different billing cycles, with one of them implying that my current bill was 0 and my entire balance was from a month ago. Really? Sprint gave me a free month?
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i use to work tech support for a DSL company.
i realize that most ppl callin in were clueless and i would have to treat them as such, but with respect.
however! when i realized that i had a smart one on the line, i was happy!!! i let them tell me exactly what was going on and i was able to skip to the correct steps to get it fixed asap. i welcomed knowledgable customers such as the OP seems to be. too bad sprint is still stuck at
If a GO TO b
If NOT a GO TO c
etc
etc
etc
learn to think for yourselves instead of following a generic script
i realize that most ppl callin in were clueless and i would have to treat them as such, but with respect.
however! when i realized that i had a smart one on the line, i was happy!!! i let them tell me exactly what was going on and i was able to skip to the correct steps to get it fixed asap. i welcomed knowledgable customers such as the OP seems to be. too bad sprint is still stuck at
If a GO TO b
If NOT a GO TO c
etc
etc
etc
learn to think for yourselves instead of following a generic script
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liquidfire said: i welcomed knowledgable customers such as the OP seems to be.
Thanks! I was hoping to hear from someone like you! 🙂
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I want to apologize on behalf of Sprint for the mistake, and for the way you were treated.
Having said that, I do want to point out that as a Care rep, I have experience in correcting other reps' mistakes, and I'm sure I have created a few of my own. Most of us are more than willing to help you correct a problem when one occurs. I can also understand your frustration with the situation. However, if the conversation with the final rep and supervisor happened the way you related it, I'm not surprised the rep was less than friendly.
There is nothing I hate worse than trying to help a customer resolve an issue, and having them scream at me, call me names, threaten me, or make demands. Ever heard "you catch more flies with honey than vinegar"?
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Having said that, I do want to point out that as a Care rep, I have experience in correcting other reps' mistakes, and I'm sure I have created a few of my own. Most of us are more than willing to help you correct a problem when one occurs. I can also understand your frustration with the situation. However, if the conversation with the final rep and supervisor happened the way you related it, I'm not surprised the rep was less than friendly.
There is nothing I hate worse than trying to help a customer resolve an issue, and having them scream at me, call me names, threaten me, or make demands. Ever heard "you catch more flies with honey than vinegar"?
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I take your point...but I really did not start yelling at the final rep until he told me that what I wanted was "impossible" unless I signed up for a plan that costs $130/month. If he had tried to help me resolve my issue I would not have been angry!
I was very disappointed in the supervisor for not offering to do what she could to improve the interactions of the people she supervises with customers.
Thanks! I really appreciate it! 🙂
I was very disappointed in the supervisor for not offering to do what she could to improve the interactions of the people she supervises with customers.
deepc185 said:
I want to apologize on behalf of Sprint for the mistake, and for the way you were treated.
Thanks! I really appreciate it! 🙂
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Almost every forum on Phonescoop has a story just about like this one. What makes yours so special that everyone in here should sit up and take notice? What was your point in sharing it?
If you feel Sprint is so incompetent, go somewhere else. Try another carrier and see if you like them better. If I felt that upset and frustrated that I chose to vent everything to a bunch of strangers on an Internet forum, I would try something new.
I too am having web problems on my wife's phone. Taking it in Monday to a repair center and will stay on them until it's fixed. That's how life works. Sorry you live 60 miles away from your nearest one, but that's why we have automobiles to drive.
Next time you feel like writing a book about something o...
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If you feel Sprint is so incompetent, go somewhere else. Try another carrier and see if you like them better. If I felt that upset and frustrated that I chose to vent everything to a bunch of strangers on an Internet forum, I would try something new.
I too am having web problems on my wife's phone. Taking it in Monday to a repair center and will stay on them until it's fixed. That's how life works. Sorry you live 60 miles away from your nearest one, but that's why we have automobiles to drive.
Next time you feel like writing a book about something o...
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jrfdsf said:
Almost every forum on Phonescoop has a story just about like this one. What makes yours so special that everyone in here should sit up and take notice? What was your point in sharing it?
I wanted to share it where I knew it would be read, and commented on, and perhaps acted upon. My story will have served its purpose if a CSR in the future offers up an apology for a previous CSR's mistake and cheerfully does the impossible without a whole lot of drama. 🙂
I actually test-drove the VZW network, and went back to Sprint. I knew what I was getting into...but this experience trumps all the bad customer service experiences I've had with Sprint to this point. I like Sprint's network, I like the...
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DiVaughn said:...jrfdsf said:
Almost every forum on Phonescoop has a story just about like this one. What makes yours so special that everyone in here should sit up and take notice? What was your point in sharing it?
I wanted to share it where I knew it would be read, and commented on, and perhaps acted upon. My story will have served its purpose if a CSR in the future offers up an apology for a previous CSR's mistake and cheerfully does the impossible without a whole lot of drama. 🙂
I actually test-drove the VZW network, and went back to Sprint. I knew what I was getting into...but this experience trumps all the bad customer service experiences I've had with Sprint to this point.
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You know...that'd be great, except calling customer care doesn't cost anything...and driving 60 miles to the closest corporate store (and back) would be $50...
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its people like you that send people to our store telling them we can 100 things we CAN NOT DO.
I just had someone come in telling us Care told them we can, upgrade their windows 6 to 6.1 at our store,
WTF NO WE CANT, some store fronts are bad, but customer care is what is causing most of our churn, stop hanging up on people, transfering them, telling them to go elsewhere, changin plans or renweing contracts without the customers permission.
I just had someone come in telling us Care told them we can, upgrade their windows 6 to 6.1 at our store,
WTF NO WE CANT, some store fronts are bad, but customer care is what is causing most of our churn, stop hanging up on people, transfering them, telling them to go elsewhere, changin plans or renweing contracts without the customers permission.
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Wow bud. I work at a store too. I think I know what we can and can't do. When it comes to trying things out and figuring stuff out, we can definitely do that in store. Hell, I'll sit on the phone with tier 2 tech for an hour to figure out the customers problem, and if need be we'll do an exchange in store if they have tep.
What happened with the customer is something WE could have done in store, and have taken care of if they got charged. Don't jump down my throat about something that had nothing to do with what was said in the OP.
What happened with the customer is something WE could have done in store, and have taken care of if they got charged. Don't jump down my throat about something that had nothing to do with what was said in the OP.
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Teck_72 said:
Wow bud. I work at a store too. I think I know what we can and can't do. When it comes to trying things out and figuring stuff out, we can definitely do that in store. Hell, I'll sit on the phone with tier 2 tech for an hour to figure out the customers problem, and if need be we'll do an exchange in store if they have tep.
What happened with the customer is something WE could have done in store, and have taken care of if they got charged. Don't jump down my throat about something that had nothing to do with what was said in the OP.
We could of done that in a store but the customer obviously didnt want to come to a store and IT SHOULD OF BE HANDLED THE VERY FIRST TIME WITH CARE AS TH...
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I understand what you're saying, there are issues with alot of Care reps. But you have to realize there are just as much issues with store reps.
Issues such as:
-"Just call care and ask them to do it for you"
-Telling customer activations and upgrade fees will be waived, then not waiving them to protect your numbers, knowing that all they are going to do is call and yell at Care to get it waived because it was promised to them.
-Swapping out devices when upgrading and not canceling NAI like it was before the swap, causing data overages, when the customer's child(or self) "accidentally" accesses the web.
-Quoting wrong bill estimates and not explaining pro rated charges to a customer when changing their plan.
-Not offering,...
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Issues such as:
-"Just call care and ask them to do it for you"
-Telling customer activations and upgrade fees will be waived, then not waiving them to protect your numbers, knowing that all they are going to do is call and yell at Care to get it waived because it was promised to them.
-Swapping out devices when upgrading and not canceling NAI like it was before the swap, causing data overages, when the customer's child(or self) "accidentally" accesses the web.
-Quoting wrong bill estimates and not explaining pro rated charges to a customer when changing their plan.
-Not offering,...
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Cellenator said:
Sounds like sprint is still being sprint
Yep. Good thing stuff like this NEVER happens at Verizon, huh?
And don't you just hate it when someone has a good story to tell about Sprint. I mean, c'mon! They're obviously lying or delusional.
Yeah, I say go with Verizon where you'll never drop a call, never get a bad CS rep, never go anywhere they don't have coverage, and best of all, no dead zones.
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Your point might hold merit if sprint was not bleeding customers to death..noone ever said that other carriers didn't have its problems, but nothing like sprint. hmmmmmmmmmm scratches head, wonder why? 🙄 🤣
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Cellenator said:
...noone ever said that other carriers didn't have its problems...
Oh, I wouldn't go that far. Plenty of people in here believe that.
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I understand what you're saying, there are issues with alot of Care reps. But you have to realize there are just as much issues with store reps.
Issues such as:
-"Just call care and ask them to do it for you"
-Telling customer activations and upgrade fees will be waived, then not waiving them to protect your numbers, knowing that all they are going to do is call and yell at Care to get it waived because it was promised to them.
-Swapping out devices when upgrading and not canceling NAI like it was before the swap, causing data overages, when the customer's child(or self) "accidentally" accesses the web.
-Quoting wrong bill estimates and not explaining pro rated charges to a customer when changing their plan.
-Not offering,...
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Issues such as:
-"Just call care and ask them to do it for you"
-Telling customer activations and upgrade fees will be waived, then not waiving them to protect your numbers, knowing that all they are going to do is call and yell at Care to get it waived because it was promised to them.
-Swapping out devices when upgrading and not canceling NAI like it was before the swap, causing data overages, when the customer's child(or self) "accidentally" accesses the web.
-Quoting wrong bill estimates and not explaining pro rated charges to a customer when changing their plan.
-Not offering,...
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