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  1. #1
    Phill.
    Guest
    Sprint's Customer Service is still poor.

    In article <[email protected]>,
    [email protected] (Tech Geek) wrote:

    > BUT, things are getting better.


    This is the BIG LIE we keep hearing.

    I post about surveys that show SprintPCS customer Service is rated
    poorly, and we are told those surveys are worthless, out of date, "..and
    it's improving".

    One week later (Aug. 28, 2003) JD Power comes out with a new survey
    showing Sprint service is actually worst in the Industry.
    I believe its still getting worse, with email support now coming from
    India, usually taking more than 48 hours and coming late at night.

    Some of us want to tell people that if a Sprint rep posts: "You have 14
    days, try it out, you only pay for time used"; THEY ARE FLAT LYING BY
    OMISSION, as you will also be charged $36 activation and about $5 in
    taxes and fees, and likely an extra month of service as a full billing
    period will have started.

    Some of us want to tell users who find they now live in a dead zone
    (despite what has been told and mapped) they don't have to wait for a
    contract expiration. The common law principle of FIT FOR PURPOSE takes
    precedence, regardless of language in Terms & Conditions.

    And the cutest trick of all is when a Customer is in a known dead zone,
    Sprint may attempt to trick them into a longer term contract by saying
    "Oh, you just need this new Sanyo 8100, it has great reception"

    Some of us want to tell users that if a Sprint employee says "Try your
    phone in Europe"; they don't know what they are talking about because it
    flat won't work, as Sprint uses CDMA, and Europe uses GSM phones. Or if
    they later say "We have rental phones for Europe", that will be your
    most expensive option.

    Sprint employees push new phones; "The Sanyo 8100 is great", ignoring it
    has no speaker phone. "The Sony T608 will be Great", ignoring that
    pictures it takes can not be sent by Sprints picturemail. "The Treo 300
    is great", ignoring its sealed internal battery causes grief because it
    can not be supplied with a spare battery like every other Sprint Palm
    phone.

    Some of us want to tell users that if *2 folks are unhelpful (and
    stories like that still get posted daily) they can escalate to Executive
    Services, whose number (and other useful numbers are posted at:
    http://www.circuitsavings.com/spcsin...e_numbers.html

    A Sprint apologist tells how he just called *2 and got good service.
    (Always believe a 3rd party survey -like JD Power - before anecdotal
    evidence), I call *2 and still using a common Sprint trick a call is not
    escalated as promised but passed to another front line CSR.

    Sprint employees tell folks "Just go to the store and they'll Flash your
    phone, or transfer data or whatever", omitting the fact this almost
    never is done on a "While you wait" basis. "Leave your phone, we'll
    try and get to it today". In a few cases, phones have gotten the
    "sunshine" treatment. i.e. they got sunshine, but no update.

    Most SprintPCS employees do often post useful information, but in their
    anxiety to answer every question, often answers are guesses, and wrong
    guesses at that. Worst of all is former employees. They were debating
    for 3 days what the Vision charge is on a Palm Phone ($15 or $30/month).
    I discovered for many users even at the high per/K rate of not having a
    Vision plan, you may actually use far less than $15 worth if you only
    use a browser 1 or 2 times a week. I think $3 is less than $15. But why
    the Sprint web site doesn't post data useage like it does minutes useage
    is just symptomatic of an out-of-date computer system, that can't handle
    shared minute plans on the web.

    Some Sprint employees and apologists will attack the messenger and
    ignore the message when true stories are posted, cause its something
    they'd rather folks not know about. Those Sprint apologists are anxious
    to divert attention from issues raised, so they nit pick, they insult,
    they complain about grammar, they ask repeatedly for urls. I WILL NOT BE
    INTIMIDATED BY ANY PERSONAL ATTACKS, which will prove counterproductive.
    Every personal attack will be met by my posts telling THE REST OF THE
    STORY.

    Sprint: Good Network - Abysmal Customer Service.
    Good Prices - Abysamal Billing.
    You may be entitled to a discount
    if your company has deal with Sprint.
    Some Good Phones : Secrecy on Bug Updates
    Some benefits in renewing contract : Much better if you
    know where to ask.
    (check the phoine # url above)
    Sprint brags on accepting Industry Consumer Code:
    Sprint has so far done ZERO to change to comply.
    Helpful employees posting answers on Usenet:
    Many answers are wild-ass guess and wrong.

    ===
    However when one is choosing a cellular carrier COVERAGE for one's
    unique situation should always be most important. Customer Service does
    not bring Customers in or keep them from signing up, it does cause them
    to leave and Sprint's churn rate remains abyssmal, and SprintPCS is
    still not profittable.

    Justin, our next goal should be to make this into a FAQ.



    See More: Sprint's Customer Service




  2. #2
    Tech Geek
    Guest

    Re: Sprint's Customer Service

    How does this involce Nextel, AT&T, and Verizon?


    "Phill." <[email protected]> wrote in article
    <[email protected]>:
    > Sprint's Customer Service is still poor.
    >
    > In article <[email protected]>,
    > [email protected] (Tech Geek) wrote:
    >
    > > BUT, things are getting better.

    >
    > This is the BIG LIE we keep hearing.
    >

    You love to give partial quotes, don't you? Lets look at the WHOLE
    paragraph.

    *****
    BUT, things are getting better. I'm actualy getting calls (used to be 1
    every few months, now its 3-5 a week) from a rep in a call center asking
    me if we can do an update, or if we have a certain phone in stock etc..
    BEFORE they send the customer to us.
    *****

    Speaking as a tech in a retail store with SprintPCS, I am very happy to
    see that I am getting this many calls a week form them, just multiply
    that by the number of stores and techs nationwide.

    Where is the lie, or do you think the call centers CHECKING to see if we
    can do something before they send them to a store (instead of just
    sending them) worse?


    >
    > Some of us want to tell people that if a Sprint rep posts: "You have 14
    > days, try it out, you only pay for time used"; THEY ARE FLAT LYING BY
    > OMISSION, as you will also be charged $36 activation and about $5 in
    > taxes and fees, and likely an extra month of service as a full billing
    > period will have started.
    >


    I have not seen any instances where someone got billed for a full month
    worth of service when they canceled within the 14 days, and I also see
    the activation fee waved.


    >>

    > Some of us want to tell users that if a Sprint employee says "Try your
    > phone in Europe"; they don't know what they are talking about because it
    > flat won't work, as Sprint uses CDMA, and Europe uses GSM phones. Or if
    > they later say "We have rental phones for Europe", that will be your
    > most expensive option.
    >


    I'm assuming that is refering to me, and I was referring to the
    CARREBEAN, and incase you didn't know, thats near the Gulf of Mexico,
    NOT Europe.

    And Sprint PCS DOES offer rental phones for GSM, and noone ever said it
    was cheap.


    > Sprint employees push new phones; "The Sanyo 8100 is great", ignoring it
    > has no speaker phone. "The Sony T608 will be Great", ignoring that
    > pictures it takes can not be sent by Sprints picturemail. "The Treo 300
    > is great", ignoring its sealed internal battery causes grief because it
    > can not be supplied with a spare battery like every other Sprint Palm
    > phone.


    Saying a phone is "great" is a pure matter of opinion. You're comparing
    apples to oranges.

    The 8100 is a great phone, despite the fact that it does not have a
    speaker phone (news flash, not everyone in the world bases their opinion
    on a phone on if it has a speaker phone or not).

    Don't take messages that are pure opinion then flame them for it because
    it doesn't match your opinion.


    > A Sprint apologist tells how he just called *2 and got good service.


    So, you think 100% of all calls to customer service are bad?
    Interesting, in your book, people who have a bad experience are the only
    credible ones out there, while people who have a good one and want to
    say something about it, are "apologists".


    > (Always believe a 3rd party survey -like JD Power - before anecdotal
    > evidence), I call *2 and still using a common Sprint trick a call is not
    > escalated as promised but passed to another front line CSR.
    >


    Even when they refuse to say HOW they got the results, besides "We asked
    XXXX number of people"?


    > Sprint employees tell folks "Just go to the store and they'll Flash your
    > phone, or transfer data or whatever", omitting the fact this almost
    > never is done on a "While you wait" basis. "Leave your phone, we'll
    > try and get to it today". In a few cases, phones have gotten the
    > "sunshine" treatment. i.e. they got sunshine, but no update.
    >


    So, you think it would be better if we took every phone in, and once it
    came in, it went to the front of the line (thus making everyone else
    wait?).
    NEWS FLASH: We get a lot of phones in and also have a ton of other work
    to do back there. Wait time is dependent on volume. If you come in 5
    minutes before closing, there is little chance the phone will be done
    that day, and store employees never set a customer up with a different
    expectation.

    Go ahead, insult me, call me a lair, or whatever your flavor of the day
    is, in whatever your name of the week is. I just posted this responce
    in MY PERSONAL DEFENCE since you like to partial quote me.

    [posted via phonescoop.com]



  3. #3
    Tech Geek
    Guest

    Re: Sprint's Customer Service

    How does this involce Nextel, AT&T, and Verizon?


    "Phill." <[email protected]> wrote in article
    <[email protected]>:
    > Sprint's Customer Service is still poor.
    >
    > In article <[email protected]>,
    > [email protected] (Tech Geek) wrote:
    >
    > > BUT, things are getting better.

    >
    > This is the BIG LIE we keep hearing.
    >

    You love to give partial quotes, don't you? Lets look at the WHOLE
    paragraph.

    *****
    BUT, things are getting better. I'm actualy getting calls (used to be 1
    every few months, now its 3-5 a week) from a rep in a call center asking
    me if we can do an update, or if we have a certain phone in stock etc..
    BEFORE they send the customer to us.
    *****

    Speaking as a tech in a retail store with SprintPCS, I am very happy to
    see that I am getting this many calls a week form them, just multiply
    that by the number of stores and techs nationwide.

    Where is the lie, or do you think the call centers CHECKING to see if we
    can do something before they send them to a store (instead of just
    sending them) worse?


    >
    > Some of us want to tell people that if a Sprint rep posts: "You have 14
    > days, try it out, you only pay for time used"; THEY ARE FLAT LYING BY
    > OMISSION, as you will also be charged $36 activation and about $5 in
    > taxes and fees, and likely an extra month of service as a full billing
    > period will have started.
    >


    I have not seen any instances where someone got billed for a full month
    worth of service when they canceled within the 14 days, and I also see
    the activation fee waved.


    >>

    > Some of us want to tell users that if a Sprint employee says "Try your
    > phone in Europe"; they don't know what they are talking about because it
    > flat won't work, as Sprint uses CDMA, and Europe uses GSM phones. Or if
    > they later say "We have rental phones for Europe", that will be your
    > most expensive option.
    >


    I'm assuming that is refering to me, and I was referring to the
    CARREBEAN, and incase you didn't know, thats near the Gulf of Mexico,
    NOT Europe.

    And Sprint PCS DOES offer rental phones for GSM, and noone ever said it
    was cheap.


    > Sprint employees push new phones; "The Sanyo 8100 is great", ignoring it
    > has no speaker phone. "The Sony T608 will be Great", ignoring that
    > pictures it takes can not be sent by Sprints picturemail. "The Treo 300
    > is great", ignoring its sealed internal battery causes grief because it
    > can not be supplied with a spare battery like every other Sprint Palm
    > phone.


    Saying a phone is "great" is a pure matter of opinion. You're comparing
    apples to oranges.

    The 8100 is a great phone, despite the fact that it does not have a
    speaker phone (news flash, not everyone in the world bases their opinion
    on a phone on if it has a speaker phone or not).

    Don't take messages that are pure opinion then flame them for it because
    it doesn't match your opinion.


    > A Sprint apologist tells how he just called *2 and got good service.


    So, you think 100% of all calls to customer service are bad?
    Interesting, in your book, people who have a bad experience are the only
    credible ones out there, while people who have a good one and want to
    say something about it, are "apologists".


    > (Always believe a 3rd party survey -like JD Power - before anecdotal
    > evidence), I call *2 and still using a common Sprint trick a call is not
    > escalated as promised but passed to another front line CSR.
    >


    Even when they refuse to say HOW they got the results, besides "We asked
    XXXX number of people"?


    > Sprint employees tell folks "Just go to the store and they'll Flash your
    > phone, or transfer data or whatever", omitting the fact this almost
    > never is done on a "While you wait" basis. "Leave your phone, we'll
    > try and get to it today". In a few cases, phones have gotten the
    > "sunshine" treatment. i.e. they got sunshine, but no update.
    >


    So, you think it would be better if we took every phone in, and once it
    came in, it went to the front of the line (thus making everyone else
    wait?).
    NEWS FLASH: We get a lot of phones in and also have a ton of other work
    to do back there. Wait time is dependent on volume. If you come in 5
    minutes before closing, there is little chance the phone will be done
    that day, and store employees never set a customer up with a different
    expectation.

    Go ahead, insult me, call me a lair, or whatever your flavor of the day
    is, in whatever your name of the week is. I just posted this responce
    in MY PERSONAL DEFENCE since you like to partial quote me.

    [posted via phonescoop.com]



  4. #4
    Chris Russell
    Guest

    Re: Sprint's Customer Service

    I wouldn't believe anything JD Power says since they can't satisfy me as
    to where they get their funds on the website. They say that studies are
    funded internally-where does the money come from? If you think that
    SPCS is so bad, go to another cell carrier to see if the "grass is
    greener on the other side".

    --
    Chris

    Please respond on Usenet or Phonescoop.com


    "Phill." <[email protected]> wrote in article
    <[email protected]>:
    > Sprint's Customer Service is still poor.
    >
    > In article <[email protected]>,
    > [email protected] (Tech Geek) wrote:
    >
    > > BUT, things are getting better.

    >
    > This is the BIG LIE we keep hearing.
    >
    > I post about surveys that show SprintPCS customer Service is rated
    > poorly, and we are told those surveys are worthless, out of date, "..and
    > it's improving".
    >
    > One week later (Aug. 28, 2003) JD Power comes out with a new survey
    > showing Sprint service is actually worst in the Industry.
    > I believe its still getting worse, with email support now coming from
    > India, usually taking more than 48 hours and coming late at night.
    >
    > Some of us want to tell people that if a Sprint rep posts: "You have 14
    > days, try it out, you only pay for time used"; THEY ARE FLAT LYING BY
    > OMISSION, as you will also be charged $36 activation and about $5 in
    > taxes and fees, and likely an extra month of service as a full billing
    > period will have started.
    >
    > Some of us want to tell users who find they now live in a dead zone
    > (despite what has been told and mapped) they don't have to wait for a
    > contract expiration. The common law principle of FIT FOR PURPOSE takes
    > precedence, regardless of language in Terms & Conditions.
    >
    > And the cutest trick of all is when a Customer is in a known dead zone,
    > Sprint may attempt to trick them into a longer term contract by saying
    > "Oh, you just need this new Sanyo 8100, it has great reception"
    >
    > Some of us want to tell users that if a Sprint employee says "Try your
    > phone in Europe"; they don't know what they are talking about because it
    > flat won't work, as Sprint uses CDMA, and Europe uses GSM phones. Or if
    > they later say "We have rental phones for Europe", that will be your
    > most expensive option.
    >
    > Sprint employees push new phones; "The Sanyo 8100 is great", ignoring it
    > has no speaker phone. "The Sony T608 will be Great", ignoring that
    > pictures it takes can not be sent by Sprints picturemail. "The Treo 300
    > is great", ignoring its sealed internal battery causes grief because it
    > can not be supplied with a spare battery like every other Sprint Palm
    > phone.
    >
    > Some of us want to tell users that if *2 folks are unhelpful (and
    > stories like that still get posted daily) they can escalate to Executive
    > Services, whose number (and other useful numbers are posted at:
    > http://www.circuitsavings.com/spcsin...e_numbers.html
    >
    > A Sprint apologist tells how he just called *2 and got good service.
    > (Always believe a 3rd party survey -like JD Power - before anecdotal
    > evidence), I call *2 and still using a common Sprint trick a call is not
    > escalated as promised but passed to another front line CSR.
    >
    > Sprint employees tell folks "Just go to the store and they'll Flash your
    > phone, or transfer data or whatever", omitting the fact this almost
    > never is done on a "While you wait" basis. "Leave your phone, we'll
    > try and get to it today". In a few cases, phones have gotten the
    > "sunshine" treatment. i.e. they got sunshine, but no update.
    >
    > Most SprintPCS employees do often post useful information, but in their
    > anxiety to answer every question, often answers are guesses, and wrong
    > guesses at that. Worst of all is former employees. They were debating
    > for 3 days what the Vision charge is on a Palm Phone ($15 or $30/month).
    > I discovered for many users even at the high per/K rate of not having a
    > Vision plan, you may actually use far less than $15 worth if you only
    > use a browser 1 or 2 times a week. I think $3 is less than $15. But why
    > the Sprint web site doesn't post data useage like it does minutes useage
    > is just symptomatic of an out-of-date computer system, that can't handle
    > shared minute plans on the web.
    >
    > Some Sprint employees and apologists will attack the messenger and
    > ignore the message when true stories are posted, cause its something
    > they'd rather folks not know about. Those Sprint apologists are anxious
    > to divert attention from issues raised, so they nit pick, they insult,
    > they complain about grammar, they ask repeatedly for urls. I WILL NOT BE
    > INTIMIDATED BY ANY PERSONAL ATTACKS, which will prove counterproductive.
    > Every personal attack will be met by my posts telling THE REST OF THE
    > STORY.
    >
    > Sprint: Good Network - Abysmal Customer Service.
    > Good Prices - Abysamal Billing.
    > You may be entitled to a discount
    > if your company has deal with Sprint.
    > Some Good Phones : Secrecy on Bug Updates
    > Some benefits in renewing contract : Much better if you
    > know where to ask.
    > (check the phoine # url above)
    > Sprint brags on accepting Industry Consumer Code:
    > Sprint has so far done ZERO to change to comply.
    > Helpful employees posting answers on Usenet:
    > Many answers are wild-ass guess and wrong.
    >
    > ===
    > However when one is choosing a cellular carrier COVERAGE for one's
    > unique situation should always be most important. Customer Service does
    > not bring Customers in or keep them from signing up, it does cause them
    > to leave and Sprint's churn rate remains abyssmal, and SprintPCS is
    > still not profittable.
    >
    > Justin, our next goal should be to make this into a FAQ.


    [posted via phonescoop.com]



  5. #5
    Chris Russell
    Guest

    Re: Sprint's Customer Service

    I wouldn't believe anything JD Power says since they can't satisfy me as
    to where they get their funds on the website. They say that studies are
    funded internally-where does the money come from? If you think that
    SPCS is so bad, go to another cell carrier to see if the "grass is
    greener on the other side".

    --
    Chris

    Please respond on Usenet or Phonescoop.com


    "Phill." <[email protected]> wrote in article
    <[email protected]>:
    > Sprint's Customer Service is still poor.
    >
    > In article <[email protected]>,
    > [email protected] (Tech Geek) wrote:
    >
    > > BUT, things are getting better.

    >
    > This is the BIG LIE we keep hearing.
    >
    > I post about surveys that show SprintPCS customer Service is rated
    > poorly, and we are told those surveys are worthless, out of date, "..and
    > it's improving".
    >
    > One week later (Aug. 28, 2003) JD Power comes out with a new survey
    > showing Sprint service is actually worst in the Industry.
    > I believe its still getting worse, with email support now coming from
    > India, usually taking more than 48 hours and coming late at night.
    >
    > Some of us want to tell people that if a Sprint rep posts: "You have 14
    > days, try it out, you only pay for time used"; THEY ARE FLAT LYING BY
    > OMISSION, as you will also be charged $36 activation and about $5 in
    > taxes and fees, and likely an extra month of service as a full billing
    > period will have started.
    >
    > Some of us want to tell users who find they now live in a dead zone
    > (despite what has been told and mapped) they don't have to wait for a
    > contract expiration. The common law principle of FIT FOR PURPOSE takes
    > precedence, regardless of language in Terms & Conditions.
    >
    > And the cutest trick of all is when a Customer is in a known dead zone,
    > Sprint may attempt to trick them into a longer term contract by saying
    > "Oh, you just need this new Sanyo 8100, it has great reception"
    >
    > Some of us want to tell users that if a Sprint employee says "Try your
    > phone in Europe"; they don't know what they are talking about because it
    > flat won't work, as Sprint uses CDMA, and Europe uses GSM phones. Or if
    > they later say "We have rental phones for Europe", that will be your
    > most expensive option.
    >
    > Sprint employees push new phones; "The Sanyo 8100 is great", ignoring it
    > has no speaker phone. "The Sony T608 will be Great", ignoring that
    > pictures it takes can not be sent by Sprints picturemail. "The Treo 300
    > is great", ignoring its sealed internal battery causes grief because it
    > can not be supplied with a spare battery like every other Sprint Palm
    > phone.
    >
    > Some of us want to tell users that if *2 folks are unhelpful (and
    > stories like that still get posted daily) they can escalate to Executive
    > Services, whose number (and other useful numbers are posted at:
    > http://www.circuitsavings.com/spcsin...e_numbers.html
    >
    > A Sprint apologist tells how he just called *2 and got good service.
    > (Always believe a 3rd party survey -like JD Power - before anecdotal
    > evidence), I call *2 and still using a common Sprint trick a call is not
    > escalated as promised but passed to another front line CSR.
    >
    > Sprint employees tell folks "Just go to the store and they'll Flash your
    > phone, or transfer data or whatever", omitting the fact this almost
    > never is done on a "While you wait" basis. "Leave your phone, we'll
    > try and get to it today". In a few cases, phones have gotten the
    > "sunshine" treatment. i.e. they got sunshine, but no update.
    >
    > Most SprintPCS employees do often post useful information, but in their
    > anxiety to answer every question, often answers are guesses, and wrong
    > guesses at that. Worst of all is former employees. They were debating
    > for 3 days what the Vision charge is on a Palm Phone ($15 or $30/month).
    > I discovered for many users even at the high per/K rate of not having a
    > Vision plan, you may actually use far less than $15 worth if you only
    > use a browser 1 or 2 times a week. I think $3 is less than $15. But why
    > the Sprint web site doesn't post data useage like it does minutes useage
    > is just symptomatic of an out-of-date computer system, that can't handle
    > shared minute plans on the web.
    >
    > Some Sprint employees and apologists will attack the messenger and
    > ignore the message when true stories are posted, cause its something
    > they'd rather folks not know about. Those Sprint apologists are anxious
    > to divert attention from issues raised, so they nit pick, they insult,
    > they complain about grammar, they ask repeatedly for urls. I WILL NOT BE
    > INTIMIDATED BY ANY PERSONAL ATTACKS, which will prove counterproductive.
    > Every personal attack will be met by my posts telling THE REST OF THE
    > STORY.
    >
    > Sprint: Good Network - Abysmal Customer Service.
    > Good Prices - Abysamal Billing.
    > You may be entitled to a discount
    > if your company has deal with Sprint.
    > Some Good Phones : Secrecy on Bug Updates
    > Some benefits in renewing contract : Much better if you
    > know where to ask.
    > (check the phoine # url above)
    > Sprint brags on accepting Industry Consumer Code:
    > Sprint has so far done ZERO to change to comply.
    > Helpful employees posting answers on Usenet:
    > Many answers are wild-ass guess and wrong.
    >
    > ===
    > However when one is choosing a cellular carrier COVERAGE for one's
    > unique situation should always be most important. Customer Service does
    > not bring Customers in or keep them from signing up, it does cause them
    > to leave and Sprint's churn rate remains abyssmal, and SprintPCS is
    > still not profittable.
    >
    > Justin, our next goal should be to make this into a FAQ.


    [posted via phonescoop.com]



  6. #6
    Michael Yermian
    Guest

    Re: Sprint's Customer Service

    I sorta agree. I do trust JD Powers a bit on a lot of things, but the
    idea of not knowing where their funding comes from is a bit bothersome.

    Regardless people need to get a life and stop *****ing about cellphone
    service. It is getting really really annoying to keep reading whiney
    people on usenets stating "Goodbye _____. Hello ______." - It's like who
    gives a **** where you're going with your service. I like MY service
    regardless... or what else? Do you think that Joe Shmoe who works for
    the company is going to call Engineering and put a cell tower in your
    back yard just for you? Or that Joe Shmoe will call Motorola or Nokia or
    Samsung and demand better handsets? Or maybe Joe Shmoe will contact the
    customer service department and get those guys straightened out JUST FOR
    YOU!

    Bah, sorry for the rant in the reply but people are just so whiney these
    days it is sick.

    --
    Michael Y.


    [email protected]am (Chris Russell) wrote in article
    <[email protected]>:
    > I wouldn't believe anything JD Power says since they can't satisfy me as
    > to where they get their funds on the website. They say that studies are
    > funded internally-where does the money come from? If you think that
    > SPCS is so bad, go to another cell carrier to see if the "grass is
    > greener on the other side".
    >
    > --
    > Chris
    >
    > Please respond on Usenet or Phonescoop.com
    >
    >
    > "Phill." <[email protected]> wrote in article
    > <[email protected]>:
    > > Sprint's Customer Service is still poor.
    > >
    > > In article <[email protected]>,
    > > [email protected] (Tech Geek) wrote:
    > >
    > > > BUT, things are getting better.

    > >
    > > This is the BIG LIE we keep hearing.
    > >
    > > I post about surveys that show SprintPCS customer Service is rated
    > > poorly, and we are told those surveys are worthless, out of date, "..and
    > > it's improving".
    > >
    > > One week later (Aug. 28, 2003) JD Power comes out with a new survey
    > > showing Sprint service is actually worst in the Industry.
    > > I believe its still getting worse, with email support now coming from
    > > India, usually taking more than 48 hours and coming late at night.
    > >
    > > Some of us want to tell people that if a Sprint rep posts: "You have 14
    > > days, try it out, you only pay for time used"; THEY ARE FLAT LYING BY
    > > OMISSION, as you will also be charged $36 activation and about $5 in
    > > taxes and fees, and likely an extra month of service as a full billing
    > > period will have started.
    > >
    > > Some of us want to tell users who find they now live in a dead zone
    > > (despite what has been told and mapped) they don't have to wait for a
    > > contract expiration. The common law principle of FIT FOR PURPOSE takes
    > > precedence, regardless of language in Terms & Conditions.
    > >
    > > And the cutest trick of all is when a Customer is in a known dead zone,
    > > Sprint may attempt to trick them into a longer term contract by saying
    > > "Oh, you just need this new Sanyo 8100, it has great reception"
    > >
    > > Some of us want to tell users that if a Sprint employee says "Try your
    > > phone in Europe"; they don't know what they are talking about because it
    > > flat won't work, as Sprint uses CDMA, and Europe uses GSM phones. Or if
    > > they later say "We have rental phones for Europe", that will be your
    > > most expensive option.
    > >
    > > Sprint employees push new phones; "The Sanyo 8100 is great", ignoring it
    > > has no speaker phone. "The Sony T608 will be Great", ignoring that
    > > pictures it takes can not be sent by Sprints picturemail. "The Treo 300
    > > is great", ignoring its sealed internal battery causes grief because it
    > > can not be supplied with a spare battery like every other Sprint Palm
    > > phone.
    > >
    > > Some of us want to tell users that if *2 folks are unhelpful (and
    > > stories like that still get posted daily) they can escalate to Executive
    > > Services, whose number (and other useful numbers are posted at:
    > > http://www.circuitsavings.com/spcsin...e_numbers.html
    > >
    > > A Sprint apologist tells how he just called *2 and got good service.
    > > (Always believe a 3rd party survey -like JD Power - before anecdotal
    > > evidence), I call *2 and still using a common Sprint trick a call is not
    > > escalated as promised but passed to another front line CSR.
    > >
    > > Sprint employees tell folks "Just go to the store and they'll Flash your
    > > phone, or transfer data or whatever", omitting the fact this almost
    > > never is done on a "While you wait" basis. "Leave your phone, we'll
    > > try and get to it today". In a few cases, phones have gotten the
    > > "sunshine" treatment. i.e. they got sunshine, but no update.
    > >
    > > Most SprintPCS employees do often post useful information, but in their
    > > anxiety to answer every question, often answers are guesses, and wrong
    > > guesses at that. Worst of all is former employees. They were debating
    > > for 3 days what the Vision charge is on a Palm Phone ($15 or $30/month).
    > > I discovered for many users even at the high per/K rate of not having a
    > > Vision plan, you may actually use far less than $15 worth if you only
    > > use a browser 1 or 2 times a week. I think $3 is less than $15. But why
    > > the Sprint web site doesn't post data useage like it does minutes useage
    > > is just symptomatic of an out-of-date computer system, that can't handle
    > > shared minute plans on the web.
    > >
    > > Some Sprint employees and apologists will attack the messenger and
    > > ignore the message when true stories are posted, cause its something
    > > they'd rather folks not know about. Those Sprint apologists are anxious
    > > to divert attention from issues raised, so they nit pick, they insult,
    > > they complain about grammar, they ask repeatedly for urls. I WILL NOT BE
    > > INTIMIDATED BY ANY PERSONAL ATTACKS, which will prove counterproductive.
    > > Every personal attack will be met by my posts telling THE REST OF THE
    > > STORY.
    > >
    > > Sprint: Good Network - Abysmal Customer Service.
    > > Good Prices - Abysamal Billing.
    > > You may be entitled to a discount
    > > if your company has deal with Sprint.
    > > Some Good Phones : Secrecy on Bug Updates
    > > Some benefits in renewing contract : Much better if you
    > > know where to ask.
    > > (check the phoine # url above)
    > > Sprint brags on accepting Industry Consumer Code:
    > > Sprint has so far done ZERO to change to comply.
    > > Helpful employees posting answers on Usenet:
    > > Many answers are wild-ass guess and wrong.
    > >
    > > ===
    > > However when one is choosing a cellular carrier COVERAGE for one's
    > > unique situation should always be most important. Customer Service does
    > > not bring Customers in or keep them from signing up, it does cause them
    > > to leave and Sprint's churn rate remains abyssmal, and SprintPCS is
    > > still not profittable.
    > >
    > > Justin, our next goal should be to make this into a FAQ.

    >
    > [posted via phonescoop.com]


    [posted via phonescoop.com]



  7. #7
    Michael Yermian
    Guest

    Re: Sprint's Customer Service

    I sorta agree. I do trust JD Powers a bit on a lot of things, but the
    idea of not knowing where their funding comes from is a bit bothersome.

    Regardless people need to get a life and stop *****ing about cellphone
    service. It is getting really really annoying to keep reading whiney
    people on usenets stating "Goodbye _____. Hello ______." - It's like who
    gives a **** where you're going with your service. I like MY service
    regardless... or what else? Do you think that Joe Shmoe who works for
    the company is going to call Engineering and put a cell tower in your
    back yard just for you? Or that Joe Shmoe will call Motorola or Nokia or
    Samsung and demand better handsets? Or maybe Joe Shmoe will contact the
    customer service department and get those guys straightened out JUST FOR
    YOU!

    Bah, sorry for the rant in the reply but people are just so whiney these
    days it is sick.

    --
    Michael Y.


    [email protected]am (Chris Russell) wrote in article
    <[email protected]>:
    > I wouldn't believe anything JD Power says since they can't satisfy me as
    > to where they get their funds on the website. They say that studies are
    > funded internally-where does the money come from? If you think that
    > SPCS is so bad, go to another cell carrier to see if the "grass is
    > greener on the other side".
    >
    > --
    > Chris
    >
    > Please respond on Usenet or Phonescoop.com
    >
    >
    > "Phill." <[email protected]> wrote in article
    > <[email protected]>:
    > > Sprint's Customer Service is still poor.
    > >
    > > In article <[email protected]>,
    > > [email protected] (Tech Geek) wrote:
    > >
    > > > BUT, things are getting better.

    > >
    > > This is the BIG LIE we keep hearing.
    > >
    > > I post about surveys that show SprintPCS customer Service is rated
    > > poorly, and we are told those surveys are worthless, out of date, "..and
    > > it's improving".
    > >
    > > One week later (Aug. 28, 2003) JD Power comes out with a new survey
    > > showing Sprint service is actually worst in the Industry.
    > > I believe its still getting worse, with email support now coming from
    > > India, usually taking more than 48 hours and coming late at night.
    > >
    > > Some of us want to tell people that if a Sprint rep posts: "You have 14
    > > days, try it out, you only pay for time used"; THEY ARE FLAT LYING BY
    > > OMISSION, as you will also be charged $36 activation and about $5 in
    > > taxes and fees, and likely an extra month of service as a full billing
    > > period will have started.
    > >
    > > Some of us want to tell users who find they now live in a dead zone
    > > (despite what has been told and mapped) they don't have to wait for a
    > > contract expiration. The common law principle of FIT FOR PURPOSE takes
    > > precedence, regardless of language in Terms & Conditions.
    > >
    > > And the cutest trick of all is when a Customer is in a known dead zone,
    > > Sprint may attempt to trick them into a longer term contract by saying
    > > "Oh, you just need this new Sanyo 8100, it has great reception"
    > >
    > > Some of us want to tell users that if a Sprint employee says "Try your
    > > phone in Europe"; they don't know what they are talking about because it
    > > flat won't work, as Sprint uses CDMA, and Europe uses GSM phones. Or if
    > > they later say "We have rental phones for Europe", that will be your
    > > most expensive option.
    > >
    > > Sprint employees push new phones; "The Sanyo 8100 is great", ignoring it
    > > has no speaker phone. "The Sony T608 will be Great", ignoring that
    > > pictures it takes can not be sent by Sprints picturemail. "The Treo 300
    > > is great", ignoring its sealed internal battery causes grief because it
    > > can not be supplied with a spare battery like every other Sprint Palm
    > > phone.
    > >
    > > Some of us want to tell users that if *2 folks are unhelpful (and
    > > stories like that still get posted daily) they can escalate to Executive
    > > Services, whose number (and other useful numbers are posted at:
    > > http://www.circuitsavings.com/spcsin...e_numbers.html
    > >
    > > A Sprint apologist tells how he just called *2 and got good service.
    > > (Always believe a 3rd party survey -like JD Power - before anecdotal
    > > evidence), I call *2 and still using a common Sprint trick a call is not
    > > escalated as promised but passed to another front line CSR.
    > >
    > > Sprint employees tell folks "Just go to the store and they'll Flash your
    > > phone, or transfer data or whatever", omitting the fact this almost
    > > never is done on a "While you wait" basis. "Leave your phone, we'll
    > > try and get to it today". In a few cases, phones have gotten the
    > > "sunshine" treatment. i.e. they got sunshine, but no update.
    > >
    > > Most SprintPCS employees do often post useful information, but in their
    > > anxiety to answer every question, often answers are guesses, and wrong
    > > guesses at that. Worst of all is former employees. They were debating
    > > for 3 days what the Vision charge is on a Palm Phone ($15 or $30/month).
    > > I discovered for many users even at the high per/K rate of not having a
    > > Vision plan, you may actually use far less than $15 worth if you only
    > > use a browser 1 or 2 times a week. I think $3 is less than $15. But why
    > > the Sprint web site doesn't post data useage like it does minutes useage
    > > is just symptomatic of an out-of-date computer system, that can't handle
    > > shared minute plans on the web.
    > >
    > > Some Sprint employees and apologists will attack the messenger and
    > > ignore the message when true stories are posted, cause its something
    > > they'd rather folks not know about. Those Sprint apologists are anxious
    > > to divert attention from issues raised, so they nit pick, they insult,
    > > they complain about grammar, they ask repeatedly for urls. I WILL NOT BE
    > > INTIMIDATED BY ANY PERSONAL ATTACKS, which will prove counterproductive.
    > > Every personal attack will be met by my posts telling THE REST OF THE
    > > STORY.
    > >
    > > Sprint: Good Network - Abysmal Customer Service.
    > > Good Prices - Abysamal Billing.
    > > You may be entitled to a discount
    > > if your company has deal with Sprint.
    > > Some Good Phones : Secrecy on Bug Updates
    > > Some benefits in renewing contract : Much better if you
    > > know where to ask.
    > > (check the phoine # url above)
    > > Sprint brags on accepting Industry Consumer Code:
    > > Sprint has so far done ZERO to change to comply.
    > > Helpful employees posting answers on Usenet:
    > > Many answers are wild-ass guess and wrong.
    > >
    > > ===
    > > However when one is choosing a cellular carrier COVERAGE for one's
    > > unique situation should always be most important. Customer Service does
    > > not bring Customers in or keep them from signing up, it does cause them
    > > to leave and Sprint's churn rate remains abyssmal, and SprintPCS is
    > > still not profittable.
    > >
    > > Justin, our next goal should be to make this into a FAQ.

    >
    > [posted via phonescoop.com]


    [posted via phonescoop.com]



  8. #8
    Sam Iam
    Guest

    Re: Sprint's Customer Service

    Consumer Reports and others have also ranked Sprint POS at the bottom.

    Just because you don't like what JD Powers says doesn't make your
    atacking their credibity any more valid. What is your credibility?
    Sources? Facts?

    Right.

    [posted via phonescoop.com]



  9. #9
    Sam Iam
    Guest

    Re: Sprint's Customer Service

    Consumer Reports and others have also ranked Sprint POS at the bottom.

    Just because you don't like what JD Powers says doesn't make your
    atacking their credibity any more valid. What is your credibility?
    Sources? Facts?

    Right.

    [posted via phonescoop.com]



  10. #10
    Big Poppa
    Guest

    Re: Sprint's Customer Service



    [email protected] (Sam Iam) wrote in article
    <[email protected]>:
    > Consumer Reports and others have also ranked Sprint POS at the bottom.
    >
    > Just because you don't like what JD Powers says doesn't make your
    > atacking their credibity any more valid. What is your credibility?
    > Sources? Facts?
    >
    > Right.
    >
    > [posted via phonescoop.com]


    Thank you

    [posted via phonescoop.com]



  11. #11
    Big Poppa
    Guest

    Re: Sprint's Customer Service



    [email protected] (Sam Iam) wrote in article
    <[email protected]>:
    > Consumer Reports and others have also ranked Sprint POS at the bottom.
    >
    > Just because you don't like what JD Powers says doesn't make your
    > atacking their credibity any more valid. What is your credibility?
    > Sources? Facts?
    >
    > Right.
    >
    > [posted via phonescoop.com]


    Thank you

    [posted via phonescoop.com]



  12. #12
    Sam Iam
    Guest

    Re: Sprint's Customer Service

    BP is pretty funny in a tragic kind of way.

    first he recites the rhetoric spoon fed to him as a CS rep.

    Then when ultimately he doesn't have anything to substantiate it, he
    reverts to the uniquely American neurotic pseudo-polite CS mantra of
    passive aggression aka the "thank you" that really means "**** you."

    typical.

    BP: get a clue and stop regurgitating the rhetoric you've been
    programmed with. I mean you have to do your job, not be a total tap
    dancing fool about it.

    If you want to do that, join the military and ask for front lines
    assignment or something.

    [posted via phonescoop.com]



  13. #13
    Sam Iam
    Guest

    Re: Sprint's Customer Service

    BP is pretty funny in a tragic kind of way.

    first he recites the rhetoric spoon fed to him as a CS rep.

    Then when ultimately he doesn't have anything to substantiate it, he
    reverts to the uniquely American neurotic pseudo-polite CS mantra of
    passive aggression aka the "thank you" that really means "**** you."

    typical.

    BP: get a clue and stop regurgitating the rhetoric you've been
    programmed with. I mean you have to do your job, not be a total tap
    dancing fool about it.

    If you want to do that, join the military and ask for front lines
    assignment or something.

    [posted via phonescoop.com]



  14. #14
    Big Poppa
    Guest

    Re: Sprint's Customer Service

    Are you just mad becuz I told you to stop posting your lame ass story
    over and over and over again... Dude get over it.. I told you.. I
    understood it the first time you psoted it, and AGREED with it.. Sprint
    did you wrong, I AGREE with that. You are COMPLETELY right Sprint needs
    to shape up, or loose out.. But damn dude it only needs to be expressed
    ONE TIME!

    And Saying "Thank You" was not meant as "**** You" it was my way of
    thanking you for the debate, now I'm ending it..
    If I meant "**** You" I would have SAID "**** YOU!"

    Now.. again

    Thank You!

    [email protected] (Sam Iam) wrote in article
    <[email protected]>:
    > BP is pretty funny in a tragic kind of way.
    >
    > first he recites the rhetoric spoon fed to him as a CS rep.
    >
    > Then when ultimately he doesn't have anything to substantiate it, he
    > reverts to the uniquely American neurotic pseudo-polite CS mantra of
    > passive aggression aka the "thank you" that really means "**** you."
    >
    > typical.
    >
    > BP: get a clue and stop regurgitating the rhetoric you've been
    > programmed with. I mean you have to do your job, not be a total tap
    > dancing fool about it.
    >
    > If you want to do that, join the military and ask for front lines
    > assignment or something.
    >
    > [posted via phonescoop.com]


    [posted via phonescoop.com]



  15. #15
    Big Poppa
    Guest

    Re: Sprint's Customer Service

    Are you just mad becuz I told you to stop posting your lame ass story
    over and over and over again... Dude get over it.. I told you.. I
    understood it the first time you psoted it, and AGREED with it.. Sprint
    did you wrong, I AGREE with that. You are COMPLETELY right Sprint needs
    to shape up, or loose out.. But damn dude it only needs to be expressed
    ONE TIME!

    And Saying "Thank You" was not meant as "**** You" it was my way of
    thanking you for the debate, now I'm ending it..
    If I meant "**** You" I would have SAID "**** YOU!"

    Now.. again

    Thank You!

    [email protected] (Sam Iam) wrote in article
    <[email protected]>:
    > BP is pretty funny in a tragic kind of way.
    >
    > first he recites the rhetoric spoon fed to him as a CS rep.
    >
    > Then when ultimately he doesn't have anything to substantiate it, he
    > reverts to the uniquely American neurotic pseudo-polite CS mantra of
    > passive aggression aka the "thank you" that really means "**** you."
    >
    > typical.
    >
    > BP: get a clue and stop regurgitating the rhetoric you've been
    > programmed with. I mean you have to do your job, not be a total tap
    > dancing fool about it.
    >
    > If you want to do that, join the military and ask for front lines
    > assignment or something.
    >
    > [posted via phonescoop.com]


    [posted via phonescoop.com]



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