Where is Sprint headed??
With the new revelation of the Sprint customer service issues (axing customers?), what direction is Sprint heading? I have Sprint and really enjoy their cell phone service. Their customer service is good at times, depending on who you talk to. I have never heard of a company doing this so what are they thinking? Also is Sprint doing anything to attract new customers instead of constantly having the highest churn in the industry and losing customers every quarter.
Last but not least, is Sprint in any way going to go bankrupt or out of business with this whole merger and losing customers? I have not heard any rumors of this but I am just wondering?
Thanks.
Last but not least, is Sprint in any way going to go bankrupt or out of business with this whole merger and losing customers? I have not heard any rumors of this but I am just wondering?
Thanks.
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Lol, In response to your last question, there's no way that Sprint is going under, their actually doing fairly well. Sprint's new thing is "Sprint Ahead", you might have seen some of the new commercials, it's basically stating that Sprint is no longer a Telecom company, & that it's all about the network speed, & they are even boasting that soon they will be the first carrier with 4g technology. As far as churn, Sprint has several dept that that is all they work on, is lowering churn, & my entire call center is actually based on trying to help with that issue. Whether it's helping the overall stats that much, I don't know, but I can say for sure, if a customer comes in contact with me, I get all issues resolved, & most of the time they wal...
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It is good to know they are not going to go under any time soon. How about trying to attract new customers, do they have any research to show how good their call quality is and issues like that. Also on that topic, how do they stop the magazines like Consumer reports and such from saying that sprint always ranks last. They have had the same results for the past 5 or 6 years it seems like. Either way I would like to see Sprint have a better name in the market place.
Sorry for the rambling.
Sorry for the rambling.
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no disrespect im sure you do a great job, but sprint has horrid cs and i have not seen any improvement with the last year or six months for that matter..i just feel anything that sprint reps say on this forum must be takin with a grain of salt..numbers don't lie, peeps are not happy with sprint.
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In general they are not happy, but you also have to realize the caliber of rep who takes the time and energy to post here is going to be much better than that of an average rep.
Take ME for example.
The few calls that I take are generally after all other depts are closed, and everything gets funnelled to advanced tech support. YES this bugs the crap out of me. Generally, the first thing customers do is complain, and my respnse is appropriate:
"YES I am familiar with the amount of hold time. NO I do not have any control over that. SHUT UP and tell me your issue so I can fix it and move on to fixing the next person."
I know that sounds harsh, but I really do care about fixing your problem quickly and efficiently. Just because I ...
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Take ME for example.
The few calls that I take are generally after all other depts are closed, and everything gets funnelled to advanced tech support. YES this bugs the crap out of me. Generally, the first thing customers do is complain, and my respnse is appropriate:
"YES I am familiar with the amount of hold time. NO I do not have any control over that. SHUT UP and tell me your issue so I can fix it and move on to fixing the next person."
I know that sounds harsh, but I really do care about fixing your problem quickly and efficiently. Just because I ...
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I am not a sprint rep, I am a retailer that sells Sprint. I do understand that some sprint customer service reps are morons but not all of them. Sprint has a very good service but has a bad repuation that people cannot live down. In turn I have seen progress in their cs over the past year (unless you dial *2 on your phone), the 1-800 numbers seem to get better reps than *2.
Still do not understand the Consumer reports and other magazines rankings of cell phone companies.
Still do not understand the Consumer reports and other magazines rankings of cell phone companies.
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This is exactly what I'm talking about.
OF COURSE you get better reps when you call the direct line to tech support. You get to skip the idiots, and come straight to my people. The problem with that is, then EVERYONE has to wait longer, while we fix your piddly crap that the idiots in CS can fix.
I cant wait for the new IVR, and I hear rumor they are shutting down our precious direct line, then you are all screwed, cuz I get to just do my job, instead of EVERY OTHER DEPARTMENT's jobs.
OF COURSE you get better reps when you call the direct line to tech support. You get to skip the idiots, and come straight to my people. The problem with that is, then EVERYONE has to wait longer, while we fix your piddly crap that the idiots in CS can fix.
I cant wait for the new IVR, and I hear rumor they are shutting down our precious direct line, then you are all screwed, cuz I get to just do my job, instead of EVERY OTHER DEPARTMENT's jobs.
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Consumer Reports bases their reporting on surveys they send to their subscribers, who then fill them out and turn them back in.
Hate to tell you, but Sprint's CS and billing is bad! Their network, coverage and phones all work great, but heaven forbid if you ever have a problem.
One reason for their merger with Nextel was because Nextel was a very tightly run ship. The best billing in wireless, great CS and low churn. But now, since then, the newly merged company is struggling to make it.
They ARE doing a lot of things right, but very SLOWLY. time will tell if they can pull it off in their favor, right now, it seems they're going the other direction.
MY 2 cents on this whole axing customers thing; Nextel is probably behind this i...
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Hate to tell you, but Sprint's CS and billing is bad! Their network, coverage and phones all work great, but heaven forbid if you ever have a problem.
One reason for their merger with Nextel was because Nextel was a very tightly run ship. The best billing in wireless, great CS and low churn. But now, since then, the newly merged company is struggling to make it.
They ARE doing a lot of things right, but very SLOWLY. time will tell if they can pull it off in their favor, right now, it seems they're going the other direction.
MY 2 cents on this whole axing customers thing; Nextel is probably behind this i...
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I would not argue with that last paragraph at all. I think the idea is entirely too good for the Sprint people to have come up with.
I know you probably all think I am crazy for going back and forth, but I really do like Sprint. Its jus that the guys at Corp have some SH!T for ideas sometimes.
I know you probably all think I am crazy for going back and forth, but I really do like Sprint. Its jus that the guys at Corp have some SH!T for ideas sometimes.
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Coming from the angle of an employee for the company, dealing with your last paragraph, the reason they got rid of these customers was because they were calling in HUNDREDS of times per month. I read all the stuff on it a bit earlier today when I went in for some overtime, & they stated that the people who had been released from Sprint were only 1 in every 40,000 customers that Sprint had, so mainly just the trouble makers. I have had a few customer's like this, & it's all about stuff that's not really Sprint's fault(like their credit score for example.) But also, keep in mind that those people who got "axed" actually got off with the last month free in their service, plus no ETF. So my comment on this is, if you don't like your service ...
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A lot of people like to talk about churn when commenting on Sprint. But you also have to understand that a lot of reps whether indirect or direct are causing these numbers to not reflect actual churn rates. I know for example we are the only corp store within 60 miles and you better believe we get 5-10 customers a week coming to the store saying wireless toyz down the road telling the customer they had to get a new phone number just to switch to Sprint from Nextel. And those are just the ones who complain about it. I could be wrong that this does not have a big effect on overall rates but i have to think that if this is happening nationwide then we have a pretty big problem.
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obviously all these pissed off customers haven't gotten someone in the states recently, specifically someone in the midwest, we are THE BEST in cs lol well most of us at least, i will admit there are some dumbasses, but for the most part we are all well educated in what we do, and since 99% of us at least were born and raised in missouri we speak pretty clear english, maybe a bit of a "country" accent, but nothing like speaking to "Abu" over in india or "Sonson" in the philippines. Anyway just my two cents.
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Is that we DO have so damned many people in retentions.
If things were perfect, there wouldnt BE retention departments.
If things were perfect, there wouldnt BE retention departments.
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The thing that everyone forgets about Sprint is that, FINANCIALLY, they dont need a single one of you. Sprint does not need its customers in order to make money. If you would like to debate that fact, ask yourself who owns the land where our nation's railroad system is laid down. This just so happens to also be the same land where alot of our nation's fiber-optic network is laid down.
In fact, as we have seen lately, they are taking ques from AT&T(then Cingular) and getting rid of costly customers. Sprint has even taken it a step further, from stopping excessive roamers, to getting rid of complainers. And in an attempt to stop those of you from complaining who inevitably will, we are talking 90 FRIGGIN CALLS in 3 months!! You have to call...
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In fact, as we have seen lately, they are taking ques from AT&T(then Cingular) and getting rid of costly customers. Sprint has even taken it a step further, from stopping excessive roamers, to getting rid of complainers. And in an attempt to stop those of you from complaining who inevitably will, we are talking 90 FRIGGIN CALLS in 3 months!! You have to call...
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So if Sprint lost all of its customer base (this would never happen I hope), they would have no revenue coming in and they would have to shut down. Now on to reality. I never said that I did not like Sprint or that I wanted to leave them, I am perfectly happy with them, I was just wondering if they are going to improve in certain areas such as adding customers and lowering their churn.
As a side note the magazines I was trying to refer to are consumer reports and JD Power, to me these are both a very biased way to judge cell phones.
Thanks.
As a side note the magazines I was trying to refer to are consumer reports and JD Power, to me these are both a very biased way to judge cell phones.
Thanks.
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Maybe you skipped over the point of that statement. You obviously need "Reading Comprehension" classes.
Sprint basically OWNS our nation's fiber-optic networks, and the land they are built on.
You want to operate a cell phone company, (like AT&T)? Then you need fiber underground. You wanna build your own, at a cost of BILLIONS of dollars, or do you wanna pay Sprint?
You want to operate a railroad company? Ok, would you rather purchase new land spanning the entire country, or pay Sprint?
You see where I'm going with this?
Yes, they would lose a little cash IF it was possible to lose every customer. But customer revenue is chump change to this company.
Glad I could enlighten you.
Sprint basically OWNS our nation's fiber-optic networks, and the land they are built on.
You want to operate a cell phone company, (like AT&T)? Then you need fiber underground. You wanna build your own, at a cost of BILLIONS of dollars, or do you wanna pay Sprint?
You want to operate a railroad company? Ok, would you rather purchase new land spanning the entire country, or pay Sprint?
You see where I'm going with this?
Yes, they would lose a little cash IF it was possible to lose every customer. But customer revenue is chump change to this company.
Glad I could enlighten you.
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I did not skip over any point, Sprint is a company who however many million customers they have pay them money to keep their cellphones and things on. If all of these customers switched carriers (like I said that would not happen) then Sprint would have to eventually go out of business. I think that it is great Sprint owns our nations fiber-optic network, but I am manily wondering if their reputation in the cell phone industry is going to improve. That was the main point of my original post. I am sorry if that was not clear to everyone.
P.S. I do not need reading comprehension.
P.S. I do not need reading comprehension.
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It would seem you do.
Sprint will not go out of business. They could lose A BILLION dollars a year, and still operate their wireless services.
I have explained why, and I really don't get how you can possibly not understand that.
Just to make sure you (and everyone else) got that, SPRINT CANNOT AND WILL NOT GO OUT OF BUSINESS.
Point driven home. I'm out.
Sprint will not go out of business. They could lose A BILLION dollars a year, and still operate their wireless services.
I have explained why, and I really don't get how you can possibly not understand that.
Just to make sure you (and everyone else) got that, SPRINT CANNOT AND WILL NOT GO OUT OF BUSINESS.
Point driven home. I'm out.
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Dude, it took you ONE MINUTE to read and reply to my post with your nonsense.
Have you nothing better to do?
Have you nothing better to do?
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I really had nothing better to do. I just did not agree with what you said. Anyway it doesn't matter because everyone is not going to leave sprint anyway so it is no point in continuing what was said.
As far as the original thread, most of the things I asked were answered.
The only thing that still bothers me, is the magazines, like JD Power and Consumer Reports, they all seem like they are full of S***.
As far as the original thread, most of the things I asked were answered.
The only thing that still bothers me, is the magazines, like JD Power and Consumer Reports, they all seem like they are full of S***.
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Lets not forget our government contracts and all the grant money the govt throws at Sprint from the funds pooled from those fun cell bill taxes that no one can explain. Sprint is more deeply rooted with the government than any of the cellular companies, and they bought a lot of that with the Nextel purchase.
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