I got this email from Sprint (my cell phone carrier), suddenly thanking me for being a customer and explaining how much better they’ll be in the future.
Methinks they’re a bit worried about number portability kicking in next week.
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Dear Jeff,
I want to thank you for choosing Sprint. It is our commitment to provide our valued customers with the best in wireless communication and I want to personally reaffirm that your satisfaction is our number-one priority.
You’ll see our commitment to your satisfaction in our ongoing dedication to expanding the Sprint Nationwide PCS Network. We have already invested over $17 billion to build and expand our network. But we’ve taken your feedback seriously, and we know that there is still room to improve. We are building 1,700 new cell towers this year, so you’ll be able to connect whenever you like and experience improved coverage within homes and buildings.
You’ll also notice improvements in customer service. Now it’s easier than ever before to get your questions answered the first time you contact us, with faster access to a PCS Customer Solutions Specialist.
We look forward to continuing to serve you. Again, I thank you for choosing Sprint.
Sincerely,
Len Lauer
President
PCS Division of Sprint
To Whom it may concern:
I must be one of sprints unvalued customers, and I know they have a lot. I have been needing a new phone for months,But I had wait until close time for my contract to expire to get a decent price. The I have is not any good. I’ve had that phone replaced three times with the insurance they offer, and I’ve only paid the deductable one time. Last month rather than get another disfunctional phone i transferred my number to a phone that belonged to my mother when we were on the share minutes. It was only going to be for a month. Same brand it wasn’t working all that good. When I went to get another new phone, I was told I couldn’t get the discounted price because I haven’t been with them for 18 months. Then they said i couldn’t qualify because I swiched phones in last month; this was a phone I brought from them. I could have gotten that phone for $29.99, but they want me to pay $199.99 as a exsiting customer. When I said I’d take my business to another company. They said they couldn’t help me. How’s that for customer retintion!
THIS IS A MUST READ FOR EVERY SPRINT CUSTOMER!!!!!! I am a technical support specialist for Sprint and have been for over two years.
The state of Sprint efficiency and quality in customer support and care has taken a nosedive with their latest ploy. On Friday, September 1st, 2006 I sat during my entire shift as a technical support specialist in the customer support phone queue. I am NOT customer support trained, and on this particular day a customer support problem arose nationwide (caused by Sprint’s own negligence). This problem could ONLY be fixed and/or repaired by a CUSTOMER SUPPORT MANAGER because Sprint won’t give the credentials in the computer system for tech support specialists OR customer support agents to be able to fix the problem.
Being inappropriately stuck in the customer support phone queue these calls started rolling in by the dozens on my floor alone. And even though I have a manager that is customer support trained and HAD the credentials to fix the issue, this person was NO WHERE to be found all day!! This manager was either in a training class, or was gone on a 2 to 3 hour LUNCH!!!!
Being in the customer support queue with no manager around to fix the issue we were forced to try to dial out to the customer support number to try to find a manager that could fix the issue. Now understand that MANY tech support specialists were in the customer support queue, so when we would try to dial out to customer support, 9 times out of 10 we would NOT get a customer support agent……we would instead be connected to another TECH support specialist stuck in the same helpless boat!!
Sprint speaks of trying to be #1 in customer care, and then turns around and routes incoming customer care calls to the wrong departments intentionally, causing nothing but grief and intolerance with the customers that pay big money for their services.
And if they put technical support in the customer care queue and we refuse to take the calls, or make a mistake on one of them because we have no idea what we’re doing, because we were never trained in customer care, they take disciplinary action against us involving write-ups and possible termination!!!
As a phone center employee who has worked in call centers for over 8 years, I find this conduct by Sprint absolutely inexcusable and intolerable. Every Sprint customer across the nation should be made aware that Sprint has no intention whatsoever of providing reliable quality customer or technical support to their customers, and there can be no better proof of that than the actions they took on 9/1/06 as I have described above.
I ask all Sprint customers to be patient when speaking to anyone in customer support or technical support and know that we are just as unhappy about this despicable behavior by Sprint as the customers are! I would also ask all who read this to lobby Sprint to never even THINK of ever doing something so stupid ever again IF they are TRULY CONCERNED about QUALITY customer care.
The employees involved in this unpleasantness truly DO care about the customers. And when Sprint plays infantile games with their faithful customers, and with their faithful employees, not only do the customers suffer, but the employees all leave our workplace with our heads hung low in shame and disappointment that we weren’t able to help the people we are hired to help.
It just doesn’t make for a real happy day for anyone…….thanks to SPRINT!!!!!
PS: This message is going to be posted on as many intenet/blog/message outlets as I can find and will be sent to news agencies as well! This madness has to end now!
Dear Sprint, I love my new upstage. Is there someone I can talk to? It’s a little tricky. Thanks, Sincerely Tim.
I work for a fortune 500 company, and get a 25% discount on Sprint, so I made the switch June 14th, to the tune of $539.73 being charged got a Treo 755, and two GS phones. I have cancelled(hopefully) 6/25/2007 and am awaiting my refund. I NEVER RECEIVED my phones, and was told (after 4 hours on phone with sprint customer support),that my order was cancelled! Then I receive a bill for an additional $212!!(NEVER GOT PHONES)
I am on with cust care now, we’ll see how it goes…. ok i was one month late and they cancelled me. no way to reverse it. ok fine i’ll pay . Im just fine with my verizon line. later sprint. probably forever.