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I had to share this with somebody,

chicostyk

May 17, 2007, 6:39 PM
(long rant) I’ve been looking forward to the release of the ic902, so when I went to a local mall earlier this evening I stopped by a Sprint/Nextel kiosk to look around. The manager was counting money and the sales person was just sitting there chewing gum. After I physically examined the complete selection of phones on my own and started to leave the manager asked me if I had any questions. At that point the sales person jumped up and came over to us. I asked if they had the hybrid phones available. The sales girl said “We don’t have ‘em. I asked “Do you have many hybrid customers and do they like the service?” She said “They like it.” I asked “OK, well then what service do your customers seem to like best out of Sprint, Nextel, and ...
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cellphonesaretools

May 17, 2007, 9:24 PM
My story is not as good as yours, but it is in a similar vein. Sprint opened a new store in our neighborhood a few months ago. It's in a corner suite right on a large thoroughfare, almost entirely floor-to-ceiling plate glass windows. Very nice looking and eye-catching with the bright yellow walls & banners and sharp black lettering (of course, the clarity & boldness of the distinctive black & yellow came from the Nextel side...). In the few months it's been open, only one time have I ever seen customers inside (I pass by there af few times a week during business hours). My wife and I joke that, just like the Maytag repairman commercials 25 years ago, this Sprint store is "the lonliest place in town"

I went in myself to look for an acces...
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jrfdsf

May 18, 2007, 1:49 PM
I think you've hit the nail on the head with regards to SN continued problems. Not only did Nextel make a good product, they took care of the customer. That's the #1 important thing in any business, taking care of the customer.

The stores in my area are pretty much the same. All of the Sprint stores are like ghost towns, and the one former Nextel place is busy as all get out. It almost makes it hard for me to believe the reports that you hear saying many subscribers have changed over to the PCS side. Go figure.

In fairness, Sprint's network works great in my area, and my wife's Powersource phone has yet to drop a call. I think Sprint's Achilles heel is it's customer service and billing.

If they can truly get together with Nextel an...
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NoanswersonlyQs

May 18, 2007, 1:56 PM
NEXTEL SUCKED... it was horrible and flawed.... lowest churn in the industry!!! WTF you want new people all the time.. wnd who cares about old customers!!! Highest Customer service ranking??? SHHHHH!!!!TTTT who cares about you once you sign that contract your ours!!! you see sprint had to get rid of nextel because sprint had more customers.. therefore by reasoning of the most popular is automaticaly better nextel had to be done away with!!
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jrfdsf

May 18, 2007, 2:16 PM
Try telling that to someone who has been a long time Nextel customer, and now they are dealing with Sprint.

I rarely waited more than 3 minutes on the phone when I used to call CS for my Nextel account. Now, it just depends on how your call gets routed as to whether you talk to a Nextel CS, or Sprint (i.e. expect LONG delays).

Nextel did have the lowest churn in the industry, even beating Verizon prior to the merger. The reason? Billing, customer service, and a good network (where coverage was available).

Sprint has brought some good things to the table, but their billing system and outsourced CS are not two of them. Nobody wants to talk to someone on the phone they can't understand and cannot understand them either, or have their b...
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NoanswersonlyQs

May 18, 2007, 2:36 PM
hell i would get cans and string if i could get the level of support and cust care i used to get with nextel...
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jrfdsf

May 18, 2007, 2:38 PM
That's too bad. Mine was always good.
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torkuatin

Jun 11, 2007, 11:25 PM
😡 i used to work at customer service, and i know what i was talking about, i always solve the customer issue(when it was in my hands), and i always explain in an easy way to customer, not all the reps are as its mentioned in the thread, im now working at account service in sprint, and i continue helping the most i can to my customers
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jrfdsf

Jun 12, 2007, 3:47 PM
My posts here are all speaking in general terms. The fact that Sprint PCS has poor customer service is in no way a reflection upon you personally, or anyone else there for that matter who is informed and does work hard to help the customer.

However, a team is only as good as its players AND managers. It takes both to run a well oiled machine. No matter how hard an individual such as yourself may strive for perfection, it ultimately depends on everyone pulling together as a team, and some businesses, unfortunately, don't work well in that way.

It is my belief that Nextel is such a team, but how well they can pull everyone together over there and how much influence they ultimately will be allowed to have is yet to be seen. At least Sprin...
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torkuatin

Jun 12, 2007, 10:20 PM
🙄 well thats true , there are a lot of people here that dont take this work seriously, and there are some people that treat customer worst than pets, i hope that can cahnge someday, customre have some excellent options but then people call to cs and all go down, i hate that 😡
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sprintmissouricenter

Jul 7, 2007, 2:30 AM
ensemble... much better than premiere ever was??? are you serious, do you work in customer care or billing or anything that deals with these two systems? Im thinking not because if you think ensemble is better than premiere/p2k you are sadly disillusioned my friend. Granted there are one or two things about ensemble that are better, but for the most part its one big cluster f*ck. it looks like premiere and p2k chewed up pooped out and put in a blender. its AWEFUL! 😳 😲
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jrfdsf

Jul 7, 2007, 10:37 AM
No. I don't work in customer care, but what I DO know is Nextel HAD the best billing in the wireless industry prior to the merger, even beating Verizon, and Ensemble is who they use.

This isn't just my opinion, this is according to complaints filed to the FCC. Sprint was next to last in billing, only slightly better than Cingular/AT&T, and guess who they used?

You saying that Sprint's billing system was better than Nextel's is the most laughable thing I've ever read. That's like some of these jokers on here who think ReadyLink is better than Direct Connect! Go figure.

This is precisely the reason Sprint went with Ensemble, and Direct Connect, because BOTH are better than Sprint's counterparts. Sprint's problem was never its phones, ...
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sprintmissouricenter

Jul 11, 2007, 1:57 AM
Ok im sorry there seems to have been a misunderstanding. What I meant was, functionally, ensemble sucks, customers bills i agree much easier to read, and hopefully less screw ups, although i dont see that happening as ensemble is so jumbled together its hard to tell everything apart. Plan changes, phone swaps, credits, bills all on the same page its crazy! The reason sprint went with the ensemble system is because nextel owns it. The system we were using was premiere/p2k, they are getting rid of that because it is owned by convergys and everytime we use it they have to pay convergys money. Ensemble is also why when you call sprnt now, at least if you've been moved to the new billing system there is a wait time of at least 20 or 30 minutes ti...
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bigdefense02

Jul 7, 2007, 10:32 AM
Jrfdsf, I gotta say, at least your not bashing on the company as a whole, & for that I've got to thank you. I work in an escalation dept for Sprint(PCS Side mainly). I do have to disagree with your comment on Ensemble being better than Premier. For employees, it's much harder to get the right answers for customers, & it's next to impossible to get straight answers on billing, because of the new "Simplified" billing, which has next to no details on where certain charges are coming from. But, just so you know, all of these changes weren't to make the company more unified, it was all just to save the company some money. Premiere(which is actually P2K) wasn't owned by Sprint, so every time the system was used, Sprint had to pay the actual o...
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bkw212007

Jun 13, 2007, 11:50 AM
I agree. I've never had a single problem. I've always loved Nextel and their service, and in my opinion, Sprint is essentially ruining everything good that Nextel had going for them as a stand-alone company.

I plan to stay on iDEN-only phones up until they actually boot me off (if that ever happens). I think iDEN is just fine, and in my area, Nextel outperforms every other carrier. It's just like the old saying, 'You can't fix something that's not broke'.
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jrfdsf

Jun 21, 2007, 5:51 PM
And iDEN isn't broken. In fact, in spite of all the claims to the contrary, the iDEN network is continuing to expand and improve. It will be at least 2012 before they even consider shutting it down, and only then if QChat is successful.

Many on here believe that Nextel had all of these "problems" prior to the merger, and needed Sprint to bail them out. The real reason for the merger is the same as most others, MONEY and MARKET CONTROL. It certainly wasn't to provide anyone with a better service.

The reason for the shift to CDMA is simple. CDMA is everywhere. It's much easier and cheaper to forge roaming agreements with other providers in other markets than to build out your own network.

CDMA, like GSM, also offers more "goodies" to ...
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sprint_2007

Jul 11, 2007, 6:19 PM
Oh I'll agree with the post that was put up not too long ago in this thread, if Nextel ran the copmany it would be alot more productive and fraud-proof. I work in sales and i'll be honest, the system allows us to get better deals on our Sprint order entry system. The nextel order entry system is STRICTLY based on what rebates you are qualified for if your looking to do an upgrade....on the Sprint entry system, we can bend a few rules and bend our backs as well to get a good discount on a phone. But now the entire system has been transferred to one billing system and thats going to create alot of issues on upgrades. peopl who like to use the "I've been a loyal customer for 10 years, and i think i deserve a free phone" technique will no longer...
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southwestcomm

May 17, 2007, 9:25 PM
Chances are that kiosk was a Sprint/Nextel indirect dealer. Don't let one idiotic 18 year old kid ruin your impression. Go to a Sprint/Nextel corporate retail store. Your experience will be much beter.
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cellphonesaretools

May 17, 2007, 9:42 PM
It isn't a kiosk, it's a regular store, and all it says on the sign on the building is Sprint (and "together with Nextel" in small letters). No other products in there but S-N phones. So I don't know if this one is a corporate store or an independent, but that really doesn't matter. The place represents Sprint, and it gives Sprint-Nextel a bad name. Sprint ultimately is responsible for what goes on in the name of Sprint, be it a corporate place or an independent franchise.

The store I referred to as being full of useless Sprint weenies back in 2002 was indeed a fairly large corporate store.

I'm certain that there are many fine Sprint retail employees and also fine independents, and I don't mean to tar them with the same brush as the lo...
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digitmasher

May 17, 2007, 10:45 PM
Sprint has done away with any corporately owned kiosks inside the malls, the company sold those existing locations off to become indirect.
The only corporate stores you will find inside malls are the walk in stores which are legacy Nextel, all legacy Sprint locales are destination stores.

Now that is not to say this is an excuse for the experience you had just clarification of which stores are what.

chico, by chance what area were you in when you went to the kiosk to ask about the phones?
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chicostyk

May 17, 2007, 11:49 PM
I prefer not to go into where it was specifically, but thanks for the info on the mall kiosks vs walk in stores. That's good to know.
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cellphoneslinger

Aug 2, 2007, 10:29 PM
that may be true to a point, but Sprint is partnered with RadioShack on the Kiosks inside the Mall They are Part Owners!!!
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chicostyk

May 17, 2007, 10:46 PM
You are probably right. Fortunately I know people who work for Sprint and I have been to Sprint/Nextel stores that provide excellent customer service. But I will say, when I got home and saw the other company's offer I was thinking about how important customer service is. The manager was right there and did not make any attempt to correct the situation. My current phone desperately needs to be replaced and I am trying to hold out to try the ic902. That ridiculous momemt almost made give someone else a try. That kiosk will probably be gone soon if they keep that up.
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