WHERE DID IT ALL GO WRONG FOR SPCS

DSL GURU <[email protected]> wrote:
> When I called *2 last month, Before I could explain my issue, I was asked if I
> wanted 50 free minutes of landline long distance. When I asked isn't there a
> federal fee of 99 cents a month added, I was told "I'll switch you to the Long
> Distance folks". I declined.

Why, because the LD csr's could have answered your question and then you'd
have nothing to ***** about?

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› See More: WHERE DID IT ALL GO WRONG FOR SPCS

>Lawrence Glasser wrote in message news:<[email protected]>...
> > (I know that 'cause I have papers that say I'm educated)
>
>Medic75
>
>papers you got from imeducated.com for $2.00

.. .

Jim Catero wrote:


> I've seen posted here that the reps have to solve calls under 6 min.

Ah yes, I saw that too. And then when I refuted that info, the person
who posted this pretty much said they NEVER said that, and called me a
liar for accusing them of saying it. So, you best be careful; the troll
you're quoting may call you a liar.



--
E-mail fudged to thwart spammers.
Transpose the c's and a's in my e-mail address to reply.

>>I was told "I'll switch you to the Long
>> Distance folks". I declined.

>Why, because the LD csr's could have answered
> your question and then you'd
> have nothing to ***** about?

It puts the lie to SprintPCS' commercials that in contrast to AT&T and AT&T
Wireless, Sprint is
totally integrated. Obviously not so with support.

But a Sprint apologist wouldn't see that.

scott wrote:
>
> >Lawrence Glasser wrote in message news:<[email protected]>...
> > > (I know that 'cause I have papers that say I'm educated)
> >
> >Medic75
> >
> >papers you got from imeducated.com for $2.00
>
> . .
> .

Kathy -

Is that you? Finally moved to the UK and got the sex-change, huh?

J

"DSL GURU" <[email protected]> wrote in message
news:[email protected]...
> >>I was told "I'll switch you to the Long
> >> Distance folks". I declined.
>
> >Why, because the LD csr's could have answered
> > your question and then you'd
> > have nothing to ***** about?
>
> It puts the lie to SprintPCS' commercials that in contrast to AT&T and
AT&T
> Wireless, Sprint is
> totally integrated. Obviously not so with support.
>
> But a Sprint apologist wouldn't see that.

The only one blind here is you Phillipe ...

All of these arguments are empty, hollow and just plain bull**** Phillipe.
I look at the ATT Wireless contact page @
https://www.attwireless.com/ocs/cont...ontactUs.jhtml and see the
following information:

wireless services

Customer Service -- 611 from your wireless phone, or 1 800 888 7600

AT&T Wireless Customer Care1 800 888 7600
AT&T Wireless Online Order Inquiries1 866 391 0749
Consumer Sales1 888 290 4613
Business Sales1 877 882 5256
AT&T Wireless Relay Services (TTY)1 866 429 7889
WorldConnect1 800 335 4685
AT&T Wireless IP (data) Service1 800 552 3373

I then go to the ATT LD Contact page @ http://www.consumer.att.com/contact/
and see the following for the consumer side.

LONG DISTANCE SERVICES

General Inquiries1-800-222-0300E-mail UsFAQs
Long Distance Plans and Rates1-800-222-0300E-mail UsFAQs
Local Toll Service1-800-222-0300E-mail UsFAQs
Switching to AT&T1-800-222-0300E-mail Us

LOCAL SERVICES

Ordering Local Service Select state for phone number Arizona California
Georgia Illinois Indiana Maryland Massachusetts Michigan Minnesota New
Jersey New York Ohio Texas Virginia Wisconsin
Please enable Javascript, and select state for phone number.

Have a question about your
existing AT&T Local Service?1-800-288-2747Chat with a live agent

GENERAL SERVICES

Billing Inquiries/Paying Your Bill1-800-222-0300E-mail UsFAQs
Your Online Customer Center Account1-888-9ATT-WEBE-mail UsFAQs
Reset Your Customer Center Password1-888-9ATT-WEBFAQs
Moving?1-800-MOVE-ATT
Remove a Plan or Service1-800-222-0300
AT&T Usage Minimum1-800-222-0300E-mail UsFAQs
Universal Connectivity Charge1-800-532-2021
prompt #1E-mail UsFAQs
Regulatory Assessment Fee1-800-854-9940FAQs
Slamming Resolution Center1-800-538-5345FAQs

Now, go try entering their Small to Medium Business contact links, and their
Large & Global contact links.

In all this ATT information, do you see any similar telephone numbers
between these divisions? No? I didn't think so.

Once again, your arguments are no better than holding a wet paper bag ...

DSL GURU <[email protected]> wrote:
>>>I was told "I'll switch you to the Long
>>> Distance folks". I declined.
>
>>Why, because the LD csr's could have answered
>> your question and then you'd
>> have nothing to ***** about?
>
> It puts the lie to SprintPCS' commercials that in contrast to AT&T and AT&T
> Wireless, Sprint is
> totally integrated. Obviously not so with support.
>
> But a Sprint apologist wouldn't see that.

I've never seen Sprint claim that they're "totally integrated". On the
other hand, I don't tend to watch a lot of TV, and I'm assuming that by
your use of the word commercials, you mean TV or radio... I haven't heard
an SPCS radio ad in quite some time.


--
JustThe.net Internet & New Media Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]

O/Siris wrote:
> In article <aBfub.1935$_i1.1406517
> @news2.news.adelphia.net>, Scott
> [email protected] says...
>
>>This would mean that the other 25% could last as long as 17
>>minutes and the call center would fall under the average call time of 6
>>minutes. I'm sure Rob would back some of this up,
>>
>
>
> I wouldn't go as high as 75%. But yeah, when I'm crossed-
> over into taking Business Services calls, I get a lot of
> "Can I get the 7PM option?" "How do I do a 3-way call?"
> "what's that $5 of extra usage on my bill?". Those are
> easy. Under three or four minutes. Maybe not 75%, but
> definitely a majority.
>
> My handle time's in the stratosphere, though. I'm too
> stubborn a cuss to give up a call if there's *anything* I
> can think of to resolve it (so long as the customer is
> willing to keep trying along with me). So the long calls,
> for me, get to be LOOONNNGGG.
>
> I remember one poor woman, called in, had five DAYS of
> notes confirming her multiple calls trying, and failing, to
> fix her problem. She came in to me to cancel. Screw it,
> all those calls, and no help, she was done, bye bye, see us
> never. I let her vent steam for a few minutes, then begged
> for just five minutes to take a shot at her problem.
>
> Her "problem"? Her Sanyo 5300 would drop into "roaming"
> every time she activated the camera. In fact, the 5300
> turns the phone off completely when you go into camera
> mode. It wasn't a problem at all. Took me four minutes to
> figure out that's what she was seeing. Bless her soul for
> her patience with us. All the previous reps had heard
> "roaming," and transferred her to voice trouble management,
> who'd be unable to prevent it, and issue a trouble record
> to have the towers checked.
>
> But that four minute troubleshooting turned into over an
> hour and a half of explaining Vision and Picturemail
> because, once I'd convinced her that this was how her phone
> worked, she *really* felt lost about what her phone and
> service did for her. So I walked here through the Vision
> homepage, up to the point of buying a ringer, and, finally,
> of setting up Picturemail service, and then actually
> sharing a picture.
>
> Sorry, this is turning into a book-length response.
> Basically, yeah, SPCS has a goal for call handle time. But
> my job's not in danger for failing to meet it.
>

Now here's an example of great customer service.
Phil can say all he wants about PCS customer service, I generally get
good people who will help me , and this is an example of what can happen
when you get a rep. who has been with the company for a while.
Part of the problem I think is turnover in the centers, that and
outsourceing.
Now Phil LOVES to repeat the J.D. Powers survey, my question on that is
, who did they talk to ? was it the people who pay on time, don't get
cut off and are in good coverage ? or are the majority always a payment
behind and never happy.
My Friend who worked at PCS tells me that he got mostly calls from
people wondering why the phone was off ?? ya know " What do you mean I'm
over my limit ? I just got new minutes yesterday ! "
or " you can't shut me off just 'cause I'm 2 mos. late on my bill "
Bottom line, Sprint does have problems, Computer crashes weekly, trouble
with web sites, billing mix-ups ect.... But i challenge anyone to show
me a carrier who doesn't, not saying they have as much trouble, but they do.
I think PCS's problem is the management.

Jim C.

Isaiah Beard wrote:

> Jim Catero wrote:
>
>
>> I've seen posted here that the reps have to solve calls under 6 min.
>
>
> Ah yes, I saw that too. And then when I refuted that info, the person
> who posted this pretty much said they NEVER said that, and called me a
> liar for accusing them of saying it. So, you best be careful; the troll
> you're quoting may call you a liar.

Point taken,
But i did confirm this w/ a friend who recently left PCS as a rep.
he told me when he 1 st went there call handle was around 10 min on
avg.. it went 8 when the Maximize thing came in, upselling on every
call, that was supposed to be to be temp. but turned into the law of the
center, soon after you were required to to sell to keep good stats, they
had the asking for a ten thing at the end of the calls which was just
changed to have i answered your questions.
During the last few moths call handle went down to 6 min. now that is
for the purpose of you ranking apparently, has something to do w/ your
potential for raise's and promotions.
It just happens that this time Phil is right about that, but ya know,
even a blind squirrel will find an acorn now and then.

Jim C.

>>>I was told "I'll switch you to the Long
>>>Distance folks". I declined.
>
>
>>Why, because the LD csr's could have answered
>>your question and then you'd
>>have nothing to ***** about?
>
>
HMMM.....
Got sent to someone who could answer the questions he was asking,
questions I think that were meant to fluster and confuse to start with,
come on, " isn't there a 99 cent Fed tax with that ? " PLEASE why not
ask them " when postman delivers the bill will the wind be blowing from
the north ?" Does this guy actually think crap like this makes his point
? Pretty lame if you ask me . This guy tried to sound sincere but is ,
as been posted countless times , A Troll.

Jim C.

>

[email protected] (DSL GURU) wrote in message news:<[email protected]>...
> > I remember one poor woman, called in, had five
> > DAYS of notes confirming her multiple calls trying, > and failing, to fix her
> problem.
>
> Rob, It's great you fixed this women's problem, but surely you can now step
> back and see that this is likely a case study of whats wrong with SprintPCS and
> its Customer Service. No problem that you can so simply solve should ever take
> 6 days of calls to solve.

I don't think I've ever denied this particular issue, Phill. A lot of
reps *do* need better familiarity with our phones, how they work, what
they do, etc. But this particular example wasn't caused by the
problems on which you've concentrated most: call time goals and
upselling. To use this case as an example, if it never occurs to a
rep that the 5300 is going to shut its phone side down, then they're
going to take the woman at her word that it's roaming, when it should
not be doing so.

I started to fall into the same trap with her, because "roaming" was
exactly what she said. It was only when she pointed out the lack of
signal indicator that I realized what her real issue was, and that can
be a pretty subtle thing. So the customer wasn't wrong, and the
previous reps, who'd maybe never held a 5300 and saw the phone get
turned off as the camera was turned on, would never realize that was
exactly what Sanyo TOLD the phone to do.

So, again, Phill, I don't think you're way off base, but I *do* think
you concentrate on things that aren't really at cause here.

Jim Catero <[email protected]> wrote:

> I think PCS's problem is the management.

Yeah. And there's no question that there ARE SPCS customer service reps
that suck. We've all had to talk to one of those CSRs from time to time.

I don't see anyone having disputed that particular point.

--
JustThe.net Internet & New Media Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]

DSL GURU wrote:

> I've downgraded you to super apologist.
> Read Rob Vargas post in this thread. It PROVES how bad CS is at SprintPCS.


I read the post- I've read similar posts on every alt.cellular group there
is. And as I've said numerous times beofre, in an industry where even the
top dogs don't reach 70% customer satisfaction, what's the difference
between first and last? They all provide bad CS.

In article <[email protected]>,=20
DSL [email protected] says...
> It puts the lie to SprintPCS' commercials that in contrast to AT&T and AT=
&T
> Wireless, Sprint is
> totally integrated. Obviously not so with support.
>=20

This is pretty typical of you, Phill, you go off on one of=20
your dishonest jaunts away from the truth. In this case,=20
what you fail to even address is that the commercial isn't=20
talking about Sprint PCS as just a cellular company. Like=20
AT&T, like Nextel, like practically every telecom company=20
in this country, there is a portion of the company that=20
handles the specialized needs of corporations

One random customer calling and "challenging" Customer Care=20
about HomeLD charges (BTW, you *do* get charged the USF=20
fee), has very little (if anything) to do with how those=20
kinds of specialized business needs are handled.

--=20
-+-
R=D8=DF
O/Siris
I work for SprintPCS
I *don't* speak for them.

On Sun, 16 Nov 2003 17:31:17 GMT, "J. Edge" <[email protected]>
wrote:

>http://nordicgroup.us/ssub/statistics3q.htm
>
>Looking at that chart, it seems af if TMO or NEXTEL could shortly tie or
>surpass SPCS by the next few quarters(TMO being the expected leader of the
>2), and judging by all the expectations of WLNP, I'm not worried, but I
>wonder what the suits over at Sprint Corp are thinking?
>
>The must have somethnig better up their sleeves, HAS TO BE.
>
>I still think by next year this time SPCS will be #3, A CLOSE DISTANCE from
>#2 cingular and AT&T will be #5 and TMo #4.. no one's catching VZ anytime
>soon.
>There's ONLY +/-3 MIL seperating #2-#4 places.
>what do u think?
>
>In order for SPCS to be #3, they have to FIRE ALL THE DUMMIES they hired as
>CSRs, because that's what started their decline...BAD CSRs that they just
>hired off the streets.
>
>Where did it all go wrong for Sprint?

6 years ago they didn't exist. Now they have coverage of 240 million
people. High speed data network wide before anyone else had it.
$10-15/month for unlimited data (as long as you don't abuse it),
otherwise, for business users - $80/month.

Verizon uses them as a roaming partner. Virgin Mobile's service uses
the SPCS network exclusively.

How can you say "all" in "all go wrong"?

For me its a shame they didn't exist when the 800 MHz spectrum was
being allocated. This would have enabled better international roaming
agreements, sooner. But, at that time, cdma was only being used by the
military.