Open letter to Sprint CEO....

I tried to send this to Sprint and even tried to locate an e-mail
adress for CEO, but it seems that Sprint isn't interested in negative
feedback.

To: Sprint CEO

I have been a loyal Sprint customer for over four years now.
Unfortunately I recently decided to end my relationship with your
company due to the shoddy treatment I received from your El Paso
Sprint store representatives.

Last month, I called the 800 number and mentioned that my four year
old phone had been malfunctioning. The phone reperasentive who I spoke
to assured me that I could get a $150 credit towards a new phone if I
agreed to a one year contract renewal. I agreed and he told me that I
only had to go to any Sprint store and I would be able to purchase a
phone for up to $150 and a rebate check would then be mailed to me in
a few weeks.

This all sounded well and good until I went to the local Sprint store.
There I was told that in order to get the $150 dollar credit I would
have to sign up for a two year agreement. When I mentioned that I was
told something else by the Sprint representative, the local Sprint
store representative rudely told me that I would have to deal directly
with the Sprint company phone representative who had promised me the
$150 credit.

I then called the 1-800 Sprint number again and explained my
situation to a very polite lady who said that the $150 credit was
actually for a 2 year contract but, because I had been misinformed by
the Sprint representative she was going to fix the problem and put a
note in the computer so that if the store representative had any
questions all I had to do was have them check my file. She then gave
me a Sprint number to give to the local Sprint store representative if
they had any further questions.

Feeling pretty good after having been treated with some professional
courtesy, I returned to the local Sprint store only to be treated like
I was some kind of freak. The service representative refused to even
call the Sprint number I had been provided. At this point I asked her
to cancel my service because I had no desire to do business with a
company that treats its loyal customers with such disdain. She barely
moved here head in the direction of a phone on the wall and said "if
you have any problems with Sprint, you need to talk to them directly
".

I then called Sprint directly and finally I was able to cancel my
service. I have recently receive another bill in the mail, but this
should be the last one. It is certainly the last one I am obliged to
pay.

It is too bad that it had to come to this. Up until this point I have
been very happy with my Sprint service. After my initial contract was
up I continued my service for three more years; as I probably would
have with the one year contract. During this whole ordeal one of your
representatives said to me "so what's the big deal just sign up for
two years" . I tried to explain to him that it isn't the length of the
contract that concerned me, but rather the principal of the matter: If
a company representative makes a promise, the company should honor the
promise.

The funny thing is, I just hoping for a cheap phone to replace my
broken phone. You run hundreds of advertisements offering free phones
to new customers. You would think you would be just as concerned about
keeping your loyal customers happy. Now you have an ex-customer
spreading the word about your horrible customer service. It just
doesn't make sense to me. Is this really any way to run a successful
business?

---

› See More: Open letter to Sprint CEO....

Xerarch wrote:

> Feeling pretty good after having been treated with some professional
> courtesy, I returned to the local Sprint store only to be treated like
> I was some kind of freak. The service representative refused to even
> call the Sprint number I had been provided. At this point I asked her
> to cancel my service because I had no desire to do business with a
> company that treats its loyal customers with such disdain. She barely
> moved here head in the direction of a phone on the wall and said "if
> you have any problems with Sprint, you need to talk to them directly
> ".

Them? Were you at a Sprint corporate store? (And where is the store that you
visited?)

--
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.

Just last week I went into a Sprint store and explained that my 4900 was
acting up (dropped calls)(this was a FREE 4900 to replace my last 4900
that I had dropped and snapped the antennae off of. That 4900 was a
FREE replacement of the phone I had before because it was acting up).
They ordered me a 4920 which I've had about a week now and love. Again,
it was FREE. 3 free phones in 2 years with no additional contracts. I
never had to even ask for the phones. They were just offered to me. I
think Sprint is great and have no desire to leave...

Xerarch wrote:

> I tried to send this to Sprint and even tried to locate an e-mail
> adress for CEO, but it seems that Sprint isn't interested in negative
> feedback.
>
> To: Sprint CEO
>
> I have been a loyal Sprint customer for over four years now.
> Unfortunately I recently decided to end my relationship with your
> company due to the shoddy treatment I received from your El Paso
> Sprint store representatives.
>
> Last month, I called the 800 number and mentioned that my four year
> old phone had been malfunctioning. The phone reperasentive who I spoke
> to assured me that I could get a $150 credit towards a new phone if I
> agreed to a one year contract renewal. I agreed and he told me that I
> only had to go to any Sprint store and I would be able to purchase a
> phone for up to $150 and a rebate check would then be mailed to me in
> a few weeks.
>
> This all sounded well and good until I went to the local Sprint store.
> There I was told that in order to get the $150 dollar credit I would
> have to sign up for a two year agreement. When I mentioned that I was
> told something else by the Sprint representative, the local Sprint
> store representative rudely told me that I would have to deal directly
> with the Sprint company phone representative who had promised me the
> $150 credit.
>
> I then called the 1-800 Sprint number again and explained my
> situation to a very polite lady who said that the $150 credit was
> actually for a 2 year contract but, because I had been misinformed by
> the Sprint representative she was going to fix the problem and put a
> note in the computer so that if the store representative had any
> questions all I had to do was have them check my file. She then gave
> me a Sprint number to give to the local Sprint store representative if
> they had any further questions.
>
> Feeling pretty good after having been treated with some professional
> courtesy, I returned to the local Sprint store only to be treated like
> I was some kind of freak. The service representative refused to even
> call the Sprint number I had been provided. At this point I asked her
> to cancel my service because I had no desire to do business with a
> company that treats its loyal customers with such disdain. She barely
> moved here head in the direction of a phone on the wall and said "if
> you have any problems with Sprint, you need to talk to them directly
> ".
>
> I then called Sprint directly and finally I was able to cancel my
> service. I have recently receive another bill in the mail, but this
> should be the last one. It is certainly the last one I am obliged to
> pay.
>
> It is too bad that it had to come to this. Up until this point I have
> been very happy with my Sprint service. After my initial contract was
> up I continued my service for three more years; as I probably would
> have with the one year contract. During this whole ordeal one of your
> representatives said to me "so what's the big deal just sign up for
> two years" . I tried to explain to him that it isn't the length of the
> contract that concerned me, but rather the principal of the matter: If
> a company representative makes a promise, the company should honor the
> promise.
>
> The funny thing is, I just hoping for a cheap phone to replace my
> broken phone. You run hundreds of advertisements offering free phones
> to new customers. You would think you would be just as concerned about
> keeping your loyal customers happy. Now you have an ex-customer
> spreading the word about your horrible customer service. It just
> doesn't make sense to me. Is this really any way to run a successful
> business?

Jim85CJ wrote:
> never had to even ask for the phones. They were just offered to me. I
> think Sprint is great and have no desire to leave...

Well, they're not perfect, but they've treated me well too. But the store
personnel's use of the word "them" is really strange. If you're at a Sprint
corporate store, wouldn't Customer Service be part of "us"? I mean, unless I'm
being a real jerk (which is possible!) I'm not going to be snotty and point to
the CS phone and tell the customer "you have to go talk to THEM." I'm going to
say something along the lines of "you want to talk to Customer Service, there's
a phone right here on the wall" or something.

Three potential scenarios here...

1. It's a store run by a Sprint affiliate operating under the Sprint name. In
that case, Sprint corporate *is* "them."

2. It's not a Sprint-branded store, but instead an authorized retail agent like
Radio Shack. In which case, Sprint corporate is still "them."

3. It's a Sprint corporate store... just one that really sucks. Here in Apple
Valley, we have two stores within an hour of us, Redlands and Rancho Cucamonga.
The people at Rancho Cucamonga are simply great, very customer-oriented, and
they will take care of you if you have problems. Redlands, on the other hand,
tried handing my mother-in-law a line of BS to get her to buy a new phone when
she had some repair issues with the one she had. We don't ever give any of our
money to the Redlands store, and I wouldn't suggest anyone else do so either.

--
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.

"Xerarch" <[email protected]> wrote in message
news:[email protected]...
> I tried to send this to Sprint and even tried to locate an e-mail
> adress for CEO, but it seems that Sprint isn't interested in negative
> feedback.

I'm not trying to argue here with you, but this is what I understand from
your email. It appears that your whole argument here is on one mistake by
the first CS you spoke to.

First off, one does not just email the top of the ladder. You called CS, but
it certainly doesn't look like you tried to email CS via your customer
Manage page. Have you?

Next, if you had spoken to the Cancellation Dept, you didn't mention what,
if anything they said, as the Cancellation Dept. is the Retention Dept. and
they would have had reaffirmed the two year agreement with the $150 mail in
credit. You get a $100 credit for a one year agreement.

With regards to new customers, your argument is flawed as well. If one goes
through the sign up feature on SPCS's site for El Paso, TX (which is an
affiliate area), and select either one of the free phones available, it's
not actually free. SPCS is offering a $150 credit and the contract is for
TWO years. If one wants to go with a one year contract, the price will
increase. New customers also get charged $36 for the activation fee of their
new phone.

All in all, you made follow up comments to other CS reps, who said to you
that to qualify for the $150 credit, you would need to sign up for two more
years.

Bob



>
> To: Sprint CEO
>
> I have been a loyal Sprint customer for over four years now.
> Unfortunately I recently decided to end my relationship with your
> company due to the shoddy treatment I received from your El Paso
> Sprint store representatives.
>
> Last month, I called the 800 number and mentioned that my four year
> old phone had been malfunctioning. The phone reperasentive who I spoke
> to assured me that I could get a $150 credit towards a new phone if I
> agreed to a one year contract renewal. I agreed and he told me that I
> only had to go to any Sprint store and I would be able to purchase a
> phone for up to $150 and a rebate check would then be mailed to me in
> a few weeks.
>
> This all sounded well and good until I went to the local Sprint store.
> There I was told that in order to get the $150 dollar credit I would
> have to sign up for a two year agreement. When I mentioned that I was
> told something else by the Sprint representative, the local Sprint
> store representative rudely told me that I would have to deal directly
> with the Sprint company phone representative who had promised me the
> $150 credit.
>
> I then called the 1-800 Sprint number again and explained my
> situation to a very polite lady who said that the $150 credit was
> actually for a 2 year contract but, because I had been misinformed by
> the Sprint representative she was going to fix the problem and put a
> note in the computer so that if the store representative had any
> questions all I had to do was have them check my file. She then gave
> me a Sprint number to give to the local Sprint store representative if
> they had any further questions.
>
> Feeling pretty good after having been treated with some professional
> courtesy, I returned to the local Sprint store only to be treated like
> I was some kind of freak. The service representative refused to even
> call the Sprint number I had been provided. At this point I asked her
> to cancel my service because I had no desire to do business with a
> company that treats its loyal customers with such disdain. She barely
> moved here head in the direction of a phone on the wall and said "if
> you have any problems with Sprint, you need to talk to them directly
> ".
>
> I then called Sprint directly and finally I was able to cancel my
> service. I have recently receive another bill in the mail, but this
> should be the last one. It is certainly the last one I am obliged to
> pay.
>
> It is too bad that it had to come to this. Up until this point I have
> been very happy with my Sprint service. After my initial contract was
> up I continued my service for three more years; as I probably would
> have with the one year contract. During this whole ordeal one of your
> representatives said to me "so what's the big deal just sign up for
> two years" . I tried to explain to him that it isn't the length of the
> contract that concerned me, but rather the principal of the matter: If
> a company representative makes a promise, the company should honor the
> promise.
>
> The funny thing is, I just hoping for a cheap phone to replace my
> broken phone. You run hundreds of advertisements offering free phones
> to new customers. You would think you would be just as concerned about
> keeping your loyal customers happy. Now you have an ex-customer
> spreading the word about your horrible customer service. It just
> doesn't make sense to me. Is this really any way to run a successful
> business?

This actually sounds pretty normal in the Cincinnati,Ohio market. I had
problems and have called multiple cs's which were very nice and cooperative.
When told to go to a local store , well treated like crap. I have had
several other co-workers with same problems. The cs's I have dealt with were
great, but the local stores suck. Especially the one in the tri-county area.
Would have cancelled but the cs's on the phone shoot me one hell of a
retention deal every year..

> The service representative refused to even
> call the Sprint number I had been provided. At this point I asked her
> to cancel my service because I had no desire to do business with a
> company that treats its loyal customers with such disdain. She barely
> moved here head in the direction of a phone on the wall and said "if
> you have any problems with Sprint, you need to talk to them directly

You must have used up all of your customer service minutes. How does
your cell phone company make you feel?

[email protected] (Xerarch) wrote in message news:<[email protected]>...
> I tried to send this to Sprint and even tried to locate an e-mail
> adress for CEO, but it seems that Sprint isn't interested in negative
> feedback.
>
> To: Sprint CEO
>
> I have been a loyal Sprint customer for over four years now.
> Unfortunately I recently decided to end my relationship with your
> company due to the shoddy treatment I received from your El Paso
> Sprint store representatives.
>
> Last month, I called the 800 number and mentioned that my four year
> old phone had been malfunctioning. The phone reperasentive who I spoke
> to assured me that I could get a $150 credit towards a new phone if I
> agreed to a one year contract renewal. I agreed and he told me that I
> only had to go to any Sprint store and I would be able to purchase a
> phone for up to $150 and a rebate check would then be mailed to me in
> a few weeks.
>
> This all sounded well and good until I went to the local Sprint store.
> There I was told that in order to get the $150 dollar credit I would
> have to sign up for a two year agreement. When I mentioned that I was
> told something else by the Sprint representative, the local Sprint
> store representative rudely told me that I would have to deal directly
> with the Sprint company phone representative who had promised me the
> $150 credit.
>
> I then called the 1-800 Sprint number again and explained my
> situation to a very polite lady who said that the $150 credit was
> actually for a 2 year contract but, because I had been misinformed by
> the Sprint representative she was going to fix the problem and put a
> note in the computer so that if the store representative had any
> questions all I had to do was have them check my file. She then gave
> me a Sprint number to give to the local Sprint store representative if
> they had any further questions.
>
> Feeling pretty good after having been treated with some professional
> courtesy, I returned to the local Sprint store only to be treated like
> I was some kind of freak. The service representative refused to even
> call the Sprint number I had been provided. At this point I asked her
> to cancel my service because I had no desire to do business with a
> company that treats its loyal customers with such disdain. She barely
> moved here head in the direction of a phone on the wall and said "if
> you have any problems with Sprint, you need to talk to them directly
> ".
>
> I then called Sprint directly and finally I was able to cancel my
> service. I have recently receive another bill in the mail, but this
> should be the last one. It is certainly the last one I am obliged to
> pay.
>
> It is too bad that it had to come to this. Up until this point I have
> been very happy with my Sprint service. After my initial contract was
> up I continued my service for three more years; as I probably would
> have with the one year contract. During this whole ordeal one of your
> representatives said to me "so what's the big deal just sign up for
> two years" . I tried to explain to him that it isn't the length of the
> contract that concerned me, but rather the principal of the matter: If
> a company representative makes a promise, the company should honor the
> promise.
>
> The funny thing is, I just hoping for a cheap phone to replace my
> broken phone. You run hundreds of advertisements offering free phones
> to new customers. You would think you would be just as concerned about
> keeping your loyal customers happy. Now you have an ex-customer
> spreading the word about your horrible customer service. It just
> doesn't make sense to me. Is this really any way to run a successful
> business?

You went over your customer service minutes last month. How does your
celllular service provider make you feel?

[email protected] (Xerarch) wrote in message news:<[email protected]>...
> I tried to send this to Sprint and even tried to locate an e-mail
> adress for CEO, but it seems that Sprint isn't interested in negative
> feedback.
>
> To: Sprint CEO
>
> I have been a loyal Sprint customer for over four years now.
> Unfortunately I recently decided to end my relationship with your
> company due to the shoddy treatment I received from your El Paso
> Sprint store representatives.
>
> Last month, I called the 800 number and mentioned that my four year
> old phone had been malfunctioning. The phone reperasentive who I spoke
> to assured me that I could get a $150 credit towards a new phone if I
> agreed to a one year contract renewal. I agreed and he told me that I
> only had to go to any Sprint store and I would be able to purchase a
> phone for up to $150 and a rebate check would then be mailed to me in
> a few weeks.
>
> This all sounded well and good until I went to the local Sprint store.
> There I was told that in order to get the $150 dollar credit I would
> have to sign up for a two year agreement. When I mentioned that I was
> told something else by the Sprint representative, the local Sprint
> store representative rudely told me that I would have to deal directly
> with the Sprint company phone representative who had promised me the
> $150 credit.
>
> I then called the 1-800 Sprint number again and explained my
> situation to a very polite lady who said that the $150 credit was
> actually for a 2 year contract but, because I had been misinformed by
> the Sprint representative she was going to fix the problem and put a
> note in the computer so that if the store representative had any
> questions all I had to do was have them check my file. She then gave
> me a Sprint number to give to the local Sprint store representative if
> they had any further questions.
>
> Feeling pretty good after having been treated with some professional
> courtesy, I returned to the local Sprint store only to be treated like
> I was some kind of freak. The service representative refused to even
> call the Sprint number I had been provided. At this point I asked her
> to cancel my service because I had no desire to do business with a
> company that treats its loyal customers with such disdain. She barely
> moved here head in the direction of a phone on the wall and said "if
> you have any problems with Sprint, you need to talk to them directly
> ".
>
> I then called Sprint directly and finally I was able to cancel my
> service. I have recently receive another bill in the mail, but this
> should be the last one. It is certainly the last one I am obliged to
> pay.
>
> It is too bad that it had to come to this. Up until this point I have
> been very happy with my Sprint service. After my initial contract was
> up I continued my service for three more years; as I probably would
> have with the one year contract. During this whole ordeal one of your
> representatives said to me "so what's the big deal just sign up for
> two years" . I tried to explain to him that it isn't the length of the
> contract that concerned me, but rather the principal of the matter: If
> a company representative makes a promise, the company should honor the
> promise.
>
> The funny thing is, I just hoping for a cheap phone to replace my
> broken phone. You run hundreds of advertisements offering free phones
> to new customers. You would think you would be just as concerned about
> keeping your loyal customers happy. Now you have an ex-customer
> spreading the word about your horrible customer service. It just
> doesn't make sense to me. Is this really any way to run a successful
> business?

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Jay Robbins <[email protected]> wrote:
> You went over your customer service minutes last month. How does your
> celllular service provider make you feel?
>

Any chance this is our foul friend Phillip? Clearly the state is the
same ...

Comcast Cable Communications, IP Services ATT-COMCAST (NET-67-160-0-0-1)
67.160.0.0 - 67.182.191.255
Comcast Cable Communications, IP Services TEXAS-5 (NET-67-166-192-0-1)
67.166.192.0 - 67.166.255.255

And the negative tone is the same ....

So, perhaps Earthlink did its work afterall. :-)

- --

Thomas T. Veldhouse
Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

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>I'm not trying to argue here with you, but this is what I understand
from your Emil. It
>appears that your whole argument here is on one mistake by the first
CS you spoke to.

Wrong, the whole argument here is after being duped into signing a
contract based on misinformation provided by the first CS I spoke to,
I was treated to horrible customer service by the local Sprint store
representatives.

>First off, one does not just Emil the top of the ladder. You called
CS, but it certainly >
>doesn't look like you tried to Emil CS via your customer Manage page.
Have you?

Wrong again, I did try to send Emil to the Sprintpcs web site. When
you hit their ‘contact us' button, you are sent to a page displaying a
postage stamp sized panel in which you are to write your message. I
had already prepared my message on a word processor and when I tried
to paste it into the window, I got a message saying I had exceeded the
character input limit (Which is 1200 characters).

I then sent a small message asking if someone would please Emil me
contact Emil address so I could sent the complete message. And guess
what? No response. Next I tried to google Sprint Emil contact numbers.
But, they all seemed to lead back to the postage stamp sized ‘contact
us' button.

Besides, what is wrong with letting the leader of major corporation
know that there may be a communication problem between the Sprint 800
people and the local Sprint Stores? I would think that the CEO would
be want to know that there may be a customer service problems that
could have an adverse effect on retaining loyal customers. It may even
encourage this person to set up a system that allows such customers to
reach regional representatives without having to spend hours searching
for their Emil addresses and phone numbers.

How about a system where the regional reps phone number and or Emil
address is provided to the Sprint customer once he signs-in on the
Sprintpcs web site?

>Next, if you had spoken to the Cancellation Dept., you didn't mention
what,
>if anything they said, as the Cancellation Dept. is the Retention
Dept. and
>they would have had reaffirmed the two year agreement with the $150
mail in
>credit. You get a $100 credit for a one year agreement.

I must have called the 800 number 15 times and spoken to at least 40
different service reps. It wasn't like I called the first time and
said "hey, I was mislead by one of your service reps" and they then
responded "our bad, let me make it right and cancel your contract.
I needed to jump through numerous hoops to finally get to the point
where I was allowed to cancel my contract without an early cancelation
fee.

>With regards to new customers, your argument is flawed as well. If
one goes
>through the sign up feature on SPCS's site for El Paso, TX (which is
an
>affiliate area), and select either one of the freephones available,
it's
>not actually free. SPCS is offering a $150 credit and the contract is
for
>TWO years. If one wants to go with a one year contract, the price
will
>increase. New customers also get charged $36 for the activation fee
of their
>new phone.

>All in all, you made follow up comments to other CS reps, who said to
you
>that to qualify for the $150 credit, you would need to sign up for
two more
>years.

>Bob

So let me get this right - you're saying that if a representative from
Sprint lies to you about the terms of a rebate, and as a result you
agree to a new contract - then you are responsible for fulfilling that
contract? Furthermore, you think that paying $36 for a new phone is
same as paying $150? Strong arguments Bob.

As I have said, until this shoddy treatment from the local Sprint
representative, I have been happy with Sprint. I think the actual
phone service is excellent and have always raved about the quality of
the calls and the reasonable service plans.

And yes, the El Paso store I went to was an actual Sprint store (The
West side one on North Mesa). I even said to the service rep there "If
you are Sprint and the 800 number representative I talked to is
Sprint, then why don't you at least give me the courtesy of calling
the number the 800 rep gave me to give to you?" She looked at the
number as if I was trying to hand her a piece of turd and coldly
replied "If you have an agreement with a Sprint representative at the
800 number, then you will need to deal with that person directly".

I am not making this up, maybe this is just a local phenomenon and
our local Sprint store is the only one that sucks. I'm really happy
for all of you who have been treated right by you local Sprint service
centers. I hope that the positive customer service is infectious and
eventually reaches us here in El Paso.

"Thomas T. Veldhouse" <[email protected]> wrote in message
news:[email protected]...
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Jay Robbins <[email protected]> wrote:
> > You went over your customer service minutes last month. How does your
> > celllular service provider make you feel?
> >
>
> Any chance this is our foul friend Phillip? Clearly the state is the
> same ...
>
> Comcast Cable Communications, IP Services ATT-COMCAST (NET-67-160-0-0-1)
> 67.160.0.0 - 67.182.191.255
> Comcast Cable Communications, IP Services TEXAS-5 (NET-67-166-192-0-1)
> 67.166.192.0 - 67.166.255.255
>
> And the negative tone is the same ....
>
> So, perhaps Earthlink did its work afterall. :-)

I don't think so Tom, considering the other groups he has posted in, per a
google search ...
http://www.google.com/groups?safe=im...bins&lr=&hl=en

Bob

Xerarch wrote:

> Wrong, the whole argument here is after being duped into signing a
> contract based on misinformation provided by the first CS I spoke to,
> I was treated to horrible customer service by the local Sprint store
> representatives.

You didn't answer my question, which was quite relevant to your complaint.

> I am not making this up, maybe this is just a local phenomenon and
> our local Sprint store is the only one that sucks.

No. Some do, others don't.

--
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"Xerarch" <[email protected]> wrote in message
news:[email protected]...
> >I'm not trying to argue here with you, but this is what I understand
> from your Emil. It
> >appears that your whole argument here is on one mistake by the first
> CS you spoke to.
>
> Wrong, the whole argument here is after being duped into signing a
> contract based on misinformation provided by the first CS I spoke to,
> I was treated to horrible customer service by the local Sprint store
> representatives.
>
> >First off, one does not just Emil the top of the ladder. You called
> CS, but it certainly >
> >doesn't look like you tried to Emil CS via your customer Manage page.
> Have you?
>
> Wrong again, I did try to send Emil to the Sprintpcs web site. When
> you hit their contact us' button, you are sent to a page displaying a
> postage stamp sized panel in which you are to write your message. I
> had already prepared my message on a word processor and when I tried
> to paste it into the window, I got a message saying I had exceeded the
> character input limit (Which is 1200 characters).
>
> I then sent a small message asking if someone would please Emil me
> contact Emil address so I could sent the complete message. And guess
> what? No response. Next I tried to google Sprint Emil contact numbers.
> But, they all seemed to lead back to the postage stamp sized contact
> us' button.

Somehow, I just don't believe you. I've sent emails from the same place you
did, and received replies from 6 hours to 2 days after hitting the send
link.

>
> Besides, what is wrong with letting the leader of major corporation
> know that there may be a communication problem between the Sprint 800
> people and the local Sprint Stores? I would think that the CEO would
> be want to know that there may be a customer service problems that
> could have an adverse effect on retaining loyal customers. It may even
> encourage this person to set up a system that allows such customers to
> reach regional representatives without having to spend hours searching
> for their Emil addresses and phone numbers.

Why? Because he's got better things to do that to listen to someone on a
minimal plan. He has people under him, going all the way down to CS to do
that job.

>
> How about a system where the regional reps phone number and or Emil
> address is provided to the Sprint customer once he signs-in on the
> Sprintpcs web site?

No cellular company does that. Unless you are a business customer, paying
buku bucks, you don't qualify for that kind of service.

>
> >Next, if you had spoken to the Cancellation Dept., you didn't mention
> what,
> >if anything they said, as the Cancellation Dept. is the Retention
> Dept. and
> >they would have had reaffirmed the two year agreement with the $150
> mail in
> >credit. You get a $100 credit for a one year agreement.
>
> I must have called the 800 number 15 times and spoken to at least 40
> different service reps. It wasn't like I called the first time and
> said "hey, I was mislead by one of your service reps" and they then
> responded "our bad, let me make it right and cancel your contract.
> I needed to jump through numerous hoops to finally get to the point
> where I was allowed to cancel my contract without an early cancelation
> fee.

Oh, so now it's 40 people you spoke to? Quite a bit different than your
original story here. As for numerous hoops, I doubt that as well. Once you
said "I want to cancel my service", you would have been sent to the
Cancellation / Retention Dept, who would have cancelled your coverage, then
and there.

>
> >With regards to new customers, your argument is flawed as well. If
> one goes
> >through the sign up feature on SPCS's site for El Paso, TX (which is
> an
> >affiliate area), and select either one of the freephones available,
> it's
> >not actually free. SPCS is offering a $150 credit and the contract is
> for
> >TWO years. If one wants to go with a one year contract, the price
> will
> >increase. New customers also get charged $36 for the activation fee
> of their
> >new phone.
>
> >All in all, you made follow up comments to other CS reps, who said to
> you
> >that to qualify for the $150 credit, you would need to sign up for
> two more
> >years.
>
> >Bob
>
> So let me get this right - you're saying that if a representative from
> Sprint lies to you about the terms of a rebate, and as a result you
> agree to a new contract - then you are responsible for fulfilling that
> contract? Furthermore, you think that paying $36 for a new phone is
> same as paying $150? Strong arguments Bob.

So, the first rep you spoke to passed on some incorrect information, then
you say you spoke to 40 people (I'm still LOL on that statement) till you
had your contract and service cancelled, and that you didn't have to pay the
cancellation fee, right?

As to signing up new customers, it's readily apparent that you have never
went through the effort of signing up for service on line, as the $36 fee is
for activating the new phone, and doesn't have anything to do with the cost
of a new phone. SPCS offers an instant $150 credit for a 2 year contract,
which can be applied to any phone in their inventory. There are two phones
which cost $149.99 in inventory, so that the credit would offset the cost of
the phone.

> As I have said, until this shoddy treatment from the local Sprint
> representative, I have been happy with Sprint. I think the actual
> phone service is excellent and have always raved about the quality of
> the calls and the reasonable service plans.
>
> And yes, the El Paso store I went to was an actual Sprint store (The
> West side one on North Mesa). I even said to the service rep there "If
> you are Sprint and the 800 number representative I talked to is
> Sprint, then why don't you at least give me the courtesy of calling
> the number the 800 rep gave me to give to you?" She looked at the
> number as if I was trying to hand her a piece of turd and coldly
> replied "If you have an agreement with a Sprint representative at the
> 800 number, then you will need to deal with that person directly".

The deal was made with the 800 number people, and they are the ones to talk
to.
>
> I am not making this up, maybe this is just a local phenomenon and
> our local Sprint store is the only one that sucks. I'm really happy
> for all of you who have been treated right by you local Sprint service
> centers. I hope that the positive customer service is infectious and
> eventually reaches us here in El Paso.

I don't think you are making this us, but I surely believe that you are
embellishing this story quite a bit.

Bob

"Thomas T. Veldhouse" [email protected] wrote:

>Jay Robbins <[email protected]> wrote:
>> You went over your customer service minutes last month. How does your
>> celllular service provider make you feel?
>>
>
>Any chance this is our foul friend Phillip? Clearly the state is the
>same ...
>
>Comcast Cable Communications, IP Services ATT-COMCAST (NET-67-160-0-0-1)
> 67.160.0.0 - 67.182.191.255
>Comcast Cable Communications, IP Services TEXAS-5 (NET-67-166-192-0-1)
> 67.166.192.0 - 67.166.255.255
>
>And the negative tone is the same ....
>
>So, perhaps Earthlink did its work afterall. :-)

No, that one is not Phillipe (real name Bill Frank of Houston, Texas)
Phillipe's latest morph is Jack Zwick [email protected]. His real ISP is
still Earthlink.

HTH
..
>
>- --
>
>Thomas T. Veldhouse
>Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1
>
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Siteldawgnumber1 <[email protected]> wrote:
>
> No, that one is not Phillipe (real name Bill Frank of Houston, Texas)
> Phillipe's latest morph is Jack Zwick [email protected]. His real ISP is
> still Earthlink.
>
> HTH

So how was Phillip's name confirmed to be "Bill Frank" of Houston Texas?

- --

Thomas T. Veldhouse
Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

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