WHERE DID IT ALL GO WRONG FOR SPCS

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?

JE

---

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

CSRs only do as they are trained and instructed, and have carrotts and stocks
wielded over them.

The problem with Sprint's Customer Service is:

1. CRS s also have selling responsibility.
2. CSRs have to average under 6 minutes a call.
3. CSRs are told wrong things:
+ "Your portability charge is a tax"
+ "We have coverage there, you will be held to
your ETF"
+ "You must have agreed to a new Contract last call thats what the computer
says"
+ "If the store won't honor your warranty, there's nothing we can do"

=========
When you have a customer is always wrong attitude, then customers get upset and
vote with their feet. Sprint has a high churn rate, which will increase with
WLNP.

Unless Customer Service is changed, SprintPCS as we know it wiull not be here
in 12 months.

It all went south money wise I think when they started the clear pay
crap. I mean come on, let's go give every welfare leach a phone for a
low or no deposit and then break our butts to give their non paying lil
hearts anything they want to stay.
PLEASE, if someone responsible wants cell phone they won't have a
problem w/ a decent deposit, and will be more inclined to pay the bill.
After all, if someone who doesn't their bills gets cut off, the only
resort is to take whatever deposit they did pay ( $ 125.00 usually ) and
send them to a collections agency, think about it, they probably will
wind up with $125.00 in bill + late fee + early term fee. what upwards
of $275.00 + and no doubt won't that bill , just add it to the list of
others they aren't paying.
On top of that add the fact they are outsourceing CS to vendor sites ,
lack of adequate training for pcs employee's, and what appears to be a
total breakdown of correct information dissemination and you have a
pretty sad picture.
Don't get me wrong, I like the service as far as reception, and I enjoy
the equipment , i just wish they would get the internal act together and
be a little more serious about how they handle business.
As I understand it they have been up to their necks in system troubles
lately, a few days ago I went for an addition to my plan and got my
phone shut off for several hours for my trouble, when i called in I
found that the system was messed up and they couldn't give an eta on it
being back, got the service back that night, but come on, 5 hrs. w/o
serv. due to changing my Unlimited start time ?
I do hope they get it together, but in the mean time it's still better
than other services I've had before.

Jim C.


J. Edge 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?
>
> JE
>
>

"Jim Catero" <[email protected]> wrote in message
news:[email protected]...
>
> It all went south money wise I think when they started the clear pay
> crap. I mean come on, let's go give every welfare leach a phone for a
> low or no deposit and then break our butts to give their non paying lil
> hearts anything they want to stay.
> PLEASE, if someone responsible wants cell phone they won't have a
> problem w/ a decent deposit, and will be more inclined to pay the bill.
> After all, if someone who doesn't their bills gets cut off, the only
> resort is to take whatever deposit they did pay ( $ 125.00 usually ) and
> send them to a collections agency, think about it, they probably will
> wind up with $125.00 in bill + late fee + early term fee. what upwards
> of $275.00 + and no doubt won't that bill , just add it to the list of
> others they aren't paying.


Doesn't buying the phone show a monetary commitment to carrying the service
for a period? I personally would have no problem with them holding the
deposit as long as interest accrued, but the initial expense of the phone
should be considered when hitting a given market.

I do agree with you about the perils of outsourcing, though. Suddenly I
have to talk to a staffing company when I have a phone problem, not a PHONE
company. Regardless of training, the focus is different.

I just changed from TMO to Sprint. My wife and daughter have been
with them for over a year and are very happy. The customer service
has been great for us. Compared with TMO, Sprint service and customer
service is by far superior. I am at the end of my comtract with TMO.
I have 3 months left so I just changed my plan to the lowest cost plan
and then added my sprint number to my wife's plan for $20.00. TMO's
service went to nothing at my house, so I couldn't use my phone at my
house. They didn't really care. Never did anything to help. Sprint
service is fine here so I have service at the house again. Thanks
SprintPCS.

Porter Haskew


On Sun, 16 Nov 2003 18:01:17 GMT, Jim Catero <[email protected]>
wrote:

>
>It all went south money wise I think when they started the clear pay
>crap. I mean come on, let's go give every welfare leach a phone for a
>low or no deposit and then break our butts to give their non paying lil
>hearts anything they want to stay.
>PLEASE, if someone responsible wants cell phone they won't have a
>problem w/ a decent deposit, and will be more inclined to pay the bill.
>After all, if someone who doesn't their bills gets cut off, the only
>resort is to take whatever deposit they did pay ( $ 125.00 usually ) and
>send them to a collections agency, think about it, they probably will
>wind up with $125.00 in bill + late fee + early term fee. what upwards
>of $275.00 + and no doubt won't that bill , just add it to the list of
>others they aren't paying.
>On top of that add the fact they are outsourceing CS to vendor sites ,
>lack of adequate training for pcs employee's, and what appears to be a
>total breakdown of correct information dissemination and you have a
>pretty sad picture.
>Don't get me wrong, I like the service as far as reception, and I enjoy
>the equipment , i just wish they would get the internal act together and
>be a little more serious about how they handle business.
>As I understand it they have been up to their necks in system troubles
>lately, a few days ago I went for an addition to my plan and got my
>phone shut off for several hours for my trouble, when i called in I
>found that the system was messed up and they couldn't give an eta on it
>being back, got the service back that night, but come on, 5 hrs. w/o
>serv. due to changing my Unlimited start time ?
>I do hope they get it together, but in the mean time it's still better
>than other services I've had before.
>
>Jim C.
>
>
>J. Edge 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?
>>
>> JE
>>
>>

xTenn wrote:

> Doesn't buying the phone show a monetary commitment to carrying the service
> for a period? I personally would have no problem with them holding the
> deposit as long as interest accrued, but the initial expense of the phone
> should be considered when hitting a given market.
>
> I do agree with you about the perils of outsourcing, though. Suddenly I
> have to talk to a staffing company when I have a phone problem, not a PHONE
> company. Regardless of training, the focus is different.
>
>
>
Sure provided you did pay for it,
A lot of new start deals give you the phone or require a small out
of pocket expense to get one, often for about what you can sell it to
someone else for if you should be cut off, so where's the loss ? it's
with PCS, I don't want to sound like I think only people w/ cash should
have cell phones, I do how ever think Sprint should at least try to
cover more loss , the other company's do .
As to the service, I do and have gotten good customer service, it's hit
and miss, but does happen, I find if you can get a good rep. try to get
his or her contact info, the really good reps. won't mind and if you do
run into a problem you can have them e-mailed and usually they'll get
back to you if they can. My Wife and couple of her friends have done
this and it's always been worth it.

Jim C.

DSL GURU wrote:

>
> =========
> When you have a customer is always wrong attitude, then customers get
> upset and vote with their feet. Sprint has a high churn rate, which will
> increase with WLNP.

Wow Phil- you used to say the highest churn in the industry. It must suck to
be wrong on that one. BTW- I never did see an apology to the group for the
misinformation.

>
> Unless Customer Service is changed, SprintPCS as we know it wiull not be
> here in 12 months.


Can you possibly supply FACTS (not your worthless opinion) to back up this
hilarious claim?

"@ Cashnet.com" <""Reaper \"@ Cashnet.com"> wrote in message
news:[email protected]...
< <...>
> As to the service, I do and have gotten good customer service, it's hit
> and miss, but does happen, I find if you can get a good rep. try to get
> his or her contact info, the really good reps. won't mind and if you do
> run into a problem you can have them e-mailed and usually they'll get
> back to you if they can. My Wife and couple of her friends have done
> this and it's always been worth it.
>
> Jim C.
>

Thanks, good advice. It probably would help to build a rapport with a
helpful individual. Even if the problem resolution is not within their
limits, it may help later.

Jim Catero <[email protected]> wrote:
>
> It all went south money wise I think when they started the clear pay
> crap. I mean come on, let's go give every welfare leach a phone for a
> low or no deposit and then break our butts to give their non paying lil
> hearts anything they want to stay.

Sorry, you're a little off-base here. I make decent money but had a
period of time where I had very little income and therefore wasn't able
to pay my bills. My credit went to hell. Sprint gave me a phone on the
Clear Pay program. I don't care about the credit limit because we never
come close to $200 worth of calls in even five or six months, let alone one;
and I pay my bill every month. And I didn't need a deposit.

I'm not saying you're wrong that Sprint probably gave service to a large
number of people that they shouldn't have. Just remember there *are* CP
customers that do pay their bill, thank you very much.

--
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]

@ Cashnet.com <""Reaper \"@ cashnet.com"> wrote:

> Sure provided you did pay for it,

You may notice that a lot of the sweetest deals offered by SPCS on handsets
are contingent upon the customer having decent credit... Especially those
buy-one-get-one-free deals and some of the discounts.

> As to the service, I do and have gotten good customer service, it's hit
> and miss

Agreed.

--
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]

Steven J Sobol wrote:

> Sorry, you're a little off-base here. I make decent money but had a
> period of time where I had very little income and therefore wasn't able
> to pay my bills. My credit went to hell. Sprint gave me a phone on the
> Clear Pay program. I don't care about the credit limit because we never
> come close to $200 worth of calls in even five or six months, let alone one;
> and I pay my bill every month. And I didn't need a deposit.
>
> I'm not saying you're wrong that Sprint probably gave service to a large
> number of people that they shouldn't have. Just remember there *are* CP
> customers that do pay their bill, thank you very much.
>
Didn't mean to imply ALL clear pay customers are deadbeats, that
would be incorrect.
BUT if look at pcs #'s before clear pay, and then after you'll see that
the profits started to slip not too long after.
Granted, that program wasn't and isn't the total reason for the decline,
but I'm told by people who had worked there that it was a major contributor.
I believe the root problem at sprint is the management, or
mismanagement. The people up in offices have ,I think , no clue as to
what the customer really would like, or for that matter how to manage
their work force.
I've seen posted here that the reps have to solve calls under 6 min. are
required to sell at every opportunity and from what I've been told from
people who worked there the bonus structure changes from month to month
and has gotten harder to make due to the co. raising the requirements.
I have worked in call centers and let me tell you, it's hard enough o do
a good job w/ a time limit but to try to do it AND sell and keep all the
micro management #'s required in line is almost impossible.
I do feel for the PCS reps. I don't envy them their jobs.


Jim C.

If you've seen it on the internet, it MUST be true. :-/
---JRC---

"Jim Catero" <[email protected]> wrote in message =
news:[email protected]...
>=20
>=20
>=20
> =20
>=20
> I've seen posted here that the reps have to solve calls under 6 min.=20
>=20
> Jim C.
>

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

Actually its worse than that. Some managers in some call centers have a goal
for CSRs of an average time length of calls to be under 6 minutes.
In that time they have sales objectives to meet.
Solving your problem is lower down in the priority list.

DSL GURU wrote:
>
> > I've seen posted here that the reps have to solve > calls under 6 min.
>
> Actually its worse than that. Some managers in some call centers have a goal
> for CSRs of an average time length of calls to be under 6 minutes.
> In that time they have sales objectives to meet.
> Solving your problem is lower down in the priority list.

I've never (NEVER!) has a Customer Service Rep try to sell me
any additions to my plan.

Larry

Lawrence Glasser wrote:

> DSL GURU wrote:
>>
>> > I've seen posted here that the reps have to solve > calls under 6 min.
>>
>> Actually its worse than that. Some managers in some call centers have a
>> goal for CSRs of an average time length of calls to be under 6 minutes.
>> In that time they have sales objectives to meet.
>> Solving your problem is lower down in the priority list.
>
> I've never (NEVER!) has a Customer Service Rep try to sell me
> any additions to my plan.
>
> Larry


It's all of figment of Phil's imagination. With 25 personalities, I'm sure
his imagination is the only functioning part of his head.