The CSR issue.

I've found one issue that daunts me with Sprint Customer Care. I work
for an indirect retailer. My main source of trouble is with getting to
corporate sponsored activations. I have a 50% chance of reaching them in
one transfer, and when I do reach them, I have a 50% chance of getting
someone that will activate off my SCID versus asking me to fax paperwork
in and wait 36 to 48 hours. They tell me that's the only way. They tell
me that I couldn't have done it this morning or yesterday. They tell me
that that has been the policy since november. They tell me that nobody
there has ever done it this way. They tell me no other departments do it
that way. They transfer me to their supervisor to tell me this too. If I
call again (20min hold time) I often get someone that says "Sure, no
problem, are you faxing documentation, or do you have an SCID?"

What do you recommend to get around the CSR that shuts down, sticks
their fingers in their ears and says "I'm not listening!"

I'm really hoping to hear from some Sprint employees here.
-mike

---

› See More: The CSR issue.

In article <[email protected]>,
Mike <[email protected]> wrote:

> I've found one issue that daunts me with Sprint Customer Care. I work
> for an indirect retailer. My main source of trouble is with getting to
> corporate sponsored activations. I have a 50% chance of reaching them in
> one transfer, and when I do reach them, I have a 50% chance of getting
> someone that will activate off my SCID versus asking me to fax paperwork
> in and wait 36 to 48 hours. They tell me that's the only way. They tell
> me that I couldn't have done it this morning or yesterday. They tell me
> that that has been the policy since november. They tell me that nobody
> there has ever done it this way. They tell me no other departments do it
> that way. They transfer me to their supervisor to tell me this too. If I
> call again (20min hold time) I often get someone that says "Sure, no
> problem, are you faxing documentation, or do you have an SCID?"
>
> What do you recommend to get around the CSR that shuts down, sticks
> their fingers in their ears and says "I'm not listening!"
>
> I'm really hoping to hear from some Sprint employees here.

It used to be that calling the Business Department worked:
1-888-788-4727


Recently they rigged their 800 system, so your call is routed based upon
the number you are calling from. If you have a business cell phone,
then calls to *2 go there.

It may well be that SprintPCS would prefer that corporate sponsored
phones not go through indirect retailers, and thus your difficulties.

Sounds like you need to talk to your Company Sales Rep here,
and decide if maybe you need to what SprintPCS may be trying to tell you
here.

In article <[email protected]>,=20
[email protected] says...
> I've found one issue that daunts me with Sprint Customer Care. I work=20
> for an indirect retailer. My main source of trouble is with getting to=20
> corporate sponsored activations. I have a 50% chance of reaching them in=
=20
> one transfer, and when I do reach them, I have a 50% chance of getting=20
> someone that will activate off my SCID versus asking me to fax paperwork=
=20
> in and wait 36 to 48 hours. They tell me that's the only way. They tell=
=20
> me that I couldn't have done it this morning or yesterday. They tell me=
=20
> that that has been the policy since november. They tell me that nobody=20
> there has ever done it this way. They tell me no other departments do it=
=20
> that way. They transfer me to their supervisor to tell me this too. If I=
=20
> call again (20min hold time) I often get someone that says "Sure, no=20
> problem, are you faxing documentation, or do you have an SCID?"
>=20
> What do you recommend to get around the CSR that shuts down, sticks=20
> their fingers in their ears and says "I'm not listening!"
>=20
> I'm really hoping to hear from some Sprint employees here.
> -mike
>=20
>=20

Apologies, Mike. I keep meaning to check out the policy on this just=20
to be sure, and I keep forgetting. I'm going to keep trying to=20
remember.

--=20
R=D8=DF
O/Siris
I work for Sprint PCS
I *don't* speak for them

O/Siris wrote:

> Apologies, Mike. I keep meaning to check out the policy on this just
> to be sure, and I keep forgetting. I'm going to keep trying to
> remember.
>

No apologies needed. I appreciate anything that you may find out.
-mike

O/Siris wrote:
> In article <[email protected]>,
> [email protected] says...
>
>>I've found one issue that daunts me with Sprint Customer Care. I work
>>for an indirect retailer. My main source of trouble is with getting to
>>corporate sponsored activations. I have a 50% chance of reaching them in
>>one transfer, and when I do reach them, I have a 50% chance of getting
>>someone that will activate off my SCID versus asking me to fax paperwork
>>in and wait 36 to 48 hours. They tell me that's the only way. They tell
>>me that I couldn't have done it this morning or yesterday. They tell me
>>that that has been the policy since november. They tell me that nobody
>>there has ever done it this way. They tell me no other departments do it
>>that way. They transfer me to their supervisor to tell me this too. If I
>>call again (20min hold time) I often get someone that says "Sure, no
>>problem, are you faxing documentation, or do you have an SCID?"
>>
>>What do you recommend to get around the CSR that shuts down, sticks
>>their fingers in their ears and says "I'm not listening!"
>>
>>I'm really hoping to hear from some Sprint employees here.
>>-mike
>>
>>
>
>
> Apologies, Mike. I keep meaning to check out the policy on this just
> to be sure, and I keep forgetting. I'm going to keep trying to
> remember.
>

Ever hear anything? Again, I appreciate that you're here with this kind
of information...

Thanks,
-mike

In article <[email protected]>,=20
[email protected] says...=20
>=20
> Ever hear anything? Again, I appreciate that you're here with this kind=
=20
> of information...
>
> Thanks,
> -mike
>=20

Searches through our intranet reveal only information about helping=20
you set up corp-sponsored accounts, and that isn't being questioned. =20
I've email our training department to see if they can give an answer,=20
and, perhaps, an internal link as well.


--=20
R=D8=DF
O/Siris
I work for Sprint PCS
I *don't* speak for them

O/Siris wrote:

> Searches through our intranet reveal only information about helping
> you set up corp-sponsored accounts, and that isn't being questioned.
> I've email our training department to see if they can give an answer,
> and, perhaps, an internal link as well.
>
>

Invaluable stuff... Thanks!
-mike

In article <ckDoc.18329$V97.6950
@newsread1.news.pas.earthlink.net>,=20
[email protected] says...
> O/Siris wrote:
>=20
> > Searches through our intranet reveal only information about helping=20
> > you set up corp-sponsored accounts, and that isn't being questioned. =
=20
> > I've email our training department to see if they can give an answer,=
=20
> > and, perhaps, an internal link as well.
> >=20
> >=20
>=20
> Invaluable stuff... Thanks!
> -mike
>=20

My training department finally got back to me, Mike. They=20
claim you should take all activations to your BAR. Even=20
the individual ones.

I disagree, and, until I get in trouble over it, would=20
assist you in setting them up. But that's what I'm told.

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

In article <[email protected]>,
O/Siris <0s?r?s@spr?ntpcs.c?m> wrote:

> My training department finally got back to me, Mike. They
> claim you should take all activations to your BAR. Even
> the individual ones.
>
> I disagree, and, until I get in trouble over it, would
> assist you in setting them up. But that's what I'm told.
>
> --
> -+-
> Ryfl
> O/Siris
> I work for SprintPCS
> I *don't* speak for them.

What does BAR stand for?
-mike

In article <[email protected]>,=20
[email protected] says...
>=20
> What does BAR stand for?
> -mike
>=20

Your Business Account Representative. It's been a while since I=20
looked over the process, but when you get a small business to sign up=20
with us, you should have a number you can call to activate, to setup=20
plans, etc. That contact person is the Business Account=20
Representative.

--=20
R=D8=DF
O/Siris
I work for Sprint PCS
I *don't* speak for them

Your Business Account Representative. It's been a while since I=20
looked over the process, but when you get a small business to sign up=20
with us, you should have a number you can call to activate, to setup=20
plans, etc. That contact person is the Business Account=20
Representative.
====================================
Except usually that person is too busy trying to meet their quotas and finding
new business, and wont take the time to support existing business and tells one
to call the 800 number, and even has their personal office number automatically
forward to the 800 number.

Nebby <[email protected]> wrote:
> Except usually that person is too busy trying to meet their quotas and finding
> new business, and wont take the time to support existing business and tells one
> to call the 800 number, and even has their personal office number automatically
> forward to the 800 number.

Ah. And you know this, how?

--
JustThe.net Internet & New Media Services, http://JustThe.net/
Steven J. Sobol, Geek In Charge / 888.480.4NET (4638) / [email protected]
PGP Key available from your friendly local key server (0xE3AE35ED)
Apple Valley, California Nothing scares me anymore. I have three kids.

In article <[email protected]>, [email protected]=20
says...
> Nebby <[email protected]> wrote:
> > Except usually that person is too busy trying to meet their quotas and =
finding
> > new business, and wont take the time to support existing business and t=
ells one
> > to call the 800 number, and even has their personal office number autom=
atically
> > forward to the 800 number.
>=20
> Ah. And you know this, how?
>=20
>=20

He doesn't. He made it up.

--=20
R=D8=DF
O/Siris
I work for Sprint PCS
I *don't* speak for them