Consumer Reports survey on Customer Service

Andy Smallwood wrote:
> According to Robert Coe <[email protected]>:
>> I guess I read SMS's comments a little differently. I thought he was pointing
>> out that T-Mobile was being honest about their coverage areas and trying to
>> avoid selling their service to customers who were sure to be dissatisfied and
>> drag down their ratings. To me that's a sound business practice that all
>> carriers should emulate.
>
> Verizon does that also. I asked about their coverage for Indian Lake NY.
> The Verizon rep said that he did not recommend using Verizon there
> (even tho Verizon does have extended analog coverage there).

I think that the difference is that T-Mobile does this even in urban
areas. For example, a friend of mine lives in the Willow Glen area of
San Jose, which is not far from downtown San Jose. He was going to sign
his wife and himself up for T-Mobile, moving from Sprint. He went to the
Cupertino T-Mobile store on Stevens Creek Boulevard and Stelling Road to
sign up. The salesperson checked coverage at his house and found that
there was poor coverage in that neighborhood (this is a neighborhood
that would NEVER allow a tower outside of the core commercial district
on Lincoln Avenue). So the salesperson told him not to get T-Mobile.

I don't believe that any other carrier would have even bothered to
check, believing that all of San Jose has good coverage. A colleague had
Sprint for seven years with no coverage at her home in Cupertino, and
finally switched to Cingular which did have coverage. Of course when she
bought the Sprint service, at Radio Shack, the last thing that the sales
person would have done would be to check coverage, if they even could do
it back then.

---

› See More: Consumer Reports survey on Customer Service

Have you ever considered obtaining some remedial education? You writing
style is equivalent to the writing style of a below-average fifth grader.
You are also overly obsessed with gonads and other body parts and should
probably seek a psychiatrist. Please get some meds soon as you really need
some help. Be sure to tell your doctor about your gonad obsession and your
writing style. :-)


"sw" <[email protected]> wrote in message
news:[email protected]...
> And what exactly did you contribute to the group? Mij, you don't even
> know which phone to choose for your Sprint services a few weeks ago. All
> you ever do is proping up navas' gonad. You are the loser that try to
> convince everyone that navas is the creator AKA the god of cingular
> newsgroup and thus he shall have every right to impose his idiotic
> charter on att. Both you and navas are morons. This can be reflected
> from general concensus. Let me make it clear to you, navas does not own
> any group and he often copy and paste without understanding the
> argumentative statement. When he is wrong which is almost weekly, he
> gets away with his idiotic acts because of asshole like you. Frankly,
> you are not very objective just like your other half -> anus navas.
>
>
> In article <[email protected]>,
> "Mij Adyaw" <[email protected]> wrote:
>
>> Even if it is cut and paste, it is still much more informative than the
>> garbage that you post. You devote your entire life to dissing Mr Navas
>> rather than posting technical information that may be informative to
>> other
>> members of these newsgroups. Why don't you stop dissing Mr Navas and
>> start
>> posting useful information so that other members of this newsgroup can
>> benefit? Maybe it's because Mr Navas has forgotten more about Cingular,
>> ATTWS, and GSM than you will ever know. :-)
>>
>>
>> "sw" <[email protected]> wrote in message
>> news:[email protected]...
>> > Stand aside, let me blow a load on your sister's eyes. Again, you are
>> > dangling navas' gonad. It is amazing that you find cut & paste
>> > informative.
>> >
>> > In article <[email protected]>,
>> > "Mij Adyaw" <[email protected]> wrote:
>> >
>> >> If you check out the link that you posted below, you will see that Mr
>> >> Navas
>> >> has written some very interesting and informative articles. Mr SW
>> >> should
>> >> points us to a url where we evaluate his technical prowess. Please
>> >> specify
>> >> the URL and spare us your ugly mugshot. :-)
>> >>
>> >> "sw" <[email protected]> wrote in message
>> >> news:[email protected]...
>> >> > This piece of **** anus navas has started cross posting from
>> >> > cingular
>> >> > all the way to t-mobile. WHAT the ****? All anus navas does is to
>> >> > copy
>> >> > and paste. Take a look at some of the **** that he recommend :
>> >> > http://navasgrp.home.att.net/rec_hdwe.htm It is laughable. Also,
>> >> > this
>> >> > ugly SOB has a photo on this link >
>> >> > http://cable-dsl.home.att.net/techtv.htm
>> >> > That is probably the reason why his girlfriend insists on letting me
>> >> > blew loads on her face.
>> >> >
>> >> > In article <[email protected]>,
>> >> > John Navas <[email protected]> wrote:
>> >> >
>> >> >> On Fri, 08 Dec 2006 19:47:06 -0800, SMS <[email protected]>
>> >> >> wrote in <[email protected]>:
>> >> >>
>> >> >> >james g. keegan jr. wrote:
>> >> >> >
>> >> >> >> even you must be aware on usenet that unsupported claims are
>> >> >> >> considered false claims.
>> >> >> >
>> >> >> >Actually, whether statements are considered true or false has a
>> >> >> >lot
>> >> >> >to
>> >> >> >do with the reputation of who is posting them. If they are posted
>> >> >> >by
>> >> >> >someone with a history of lying and off-topic posting then they
>> >> >> >are
>> >> >> >often written off as false. This is the problem with Navas, I
>> >> >> >think
>> >> >> >that
>> >> >> >he may on occasion post something useful and correct, but the
>> >> >> >Usenet
>> >> >> >community now automatically discounts anything he writes because
>> >> >> >of
>> >> >> >his
>> >> >> >history. No one would think any worse of him if he admitted his
>> >> >> >errors
>> >> >> >and changed his ways.
>> >> >>
>> >> >> 'Those who have evidence will present their evidence,
>> >> >> whereas those who do not have evidence will attack the man.'
>>
>>

Mij,

I have yet to see much of anything substantive from Navas myself.

To a noob, he (may) sound authoritative, but to anyone that actually
knows about RF, cellular and such, Navas' posts are filled with BS,
misinformation and extremely biased opinion - very little, if any facts.

And then there is the always snotty dismissal of any info that doesn't
agree with HIS (Cingular lockstep) opinion.

There are a few here that have actually WORKED in cellular and actually
know what they are talking about.

Navas certainly isn't one of them!


"Mij Adyaw" <[email protected]> wrote in message news:[email protected]...
> Even if it is cut and paste, it is still much more informative than the garbage that you post. You devote your entire
> life to dissing Mr Navas rather than posting technical information that may be informative to other members of these
> newsgroups. Why don't you stop dissing Mr Navas and start posting useful information so that other members of this
> newsgroup can benefit? Maybe it's because Mr Navas has forgotten more about Cingular, ATTWS, and GSM than you will
> ever know. :-)
>
>
>

"Dennis Ferguson" <[email protected]> wrote in message news:[email protected]...

>> 8. Steven's claim that 1900 MHz takes "4x to 5x" the number of towers as
>> compared to 800/850 MHz is patently absurd.
>
> I agree with you about this, though I wouldn't call it "absurd" since
> I understand how one could arrive at this conclusion. I just don't
> think it is correct.
>

4X to 5X may be a bit high, but the FACT that 1900Mhz DOES need a higher density
of sites over 800Mhz is simple and irrefutable physics.

This has been covered extensively here before and out in the real world, it is proven
to be the case, time and time again.

In Seattle a few years back, Motorola built a 1900Mhz system for GTE. But, it was designed
by a bunch of 800Mhz guys (alot of them came from the iDEN build). It ended up performing
very badly, because the site density wasn't sufficient to provide an adequate level of service.
(It was sold to Cingular and was their Seattle system until the AT&T merger, BTW)
And... it sucked!!

Then we have AT&T's 1900Mhz roll-out. Initially, another VERY poorly performing service in many
markets until additional sites were built to accommodate 1900Mhz's propagation characteristics.

I can cite case after case... but again it is a FACT 1900Mhz takes more sites, PERIOD.

Mij Asswipe,

Is attacking my writing style the best you can come up with? Let see,
you posted the following crap on Dec 3:

Ann Coulter is one of my favorite authors. More folks should become
acquainted with her writing.

On Dec 5, you posted another crap:

John,

Thanks for posting the charter of this group. It is really too bad that
some of the folks here do not understand the charter and don't realize
that you are the leader of both of these groups. In my opinion, when
these folks start contributing as much to this group as you have
contributed, then they can complain. Until then they should just keep
their mouths shut and let you lead the group.

Maybe you need to check into some mental health facility? Both you and
navas are living in denial.



article <[email protected]>,
"Mij Adyaw" <[email protected]> wrote:

> Have you ever considered obtaining some remedial education? You writing
> style is equivalent to the writing style of a below-average fifth grader.
> You are also overly obsessed with gonads and other body parts and should
> probably seek a psychiatrist. Please get some meds soon as you really need
> some help. Be sure to tell your doctor about your gonad obsession and your
> writing style. :-)
>
>
> "sw" <[email protected]> wrote in message
> news:[email protected]...
> > And what exactly did you contribute to the group? Mij, you don't even
> > know which phone to choose for your Sprint services a few weeks ago. All
> > you ever do is proping up navas' gonad. You are the loser that try to
> > convince everyone that navas is the creator AKA the god of cingular
> > newsgroup and thus he shall have every right to impose his idiotic
> > charter on att. Both you and navas are morons. This can be reflected
> > from general concensus. Let me make it clear to you, navas does not own
> > any group and he often copy and paste without understanding the
> > argumentative statement. When he is wrong which is almost weekly, he
> > gets away with his idiotic acts because of asshole like you. Frankly,
> > you are not very objective just like your other half -> anus navas.
> >
> >
> > In article <[email protected]>,
> > "Mij Adyaw" <[email protected]> wrote:
> >
> >> Even if it is cut and paste, it is still much more informative than the
> >> garbage that you post. You devote your entire life to dissing Mr Navas
> >> rather than posting technical information that may be informative to
> >> other
> >> members of these newsgroups. Why don't you stop dissing Mr Navas and
> >> start
> >> posting useful information so that other members of this newsgroup can
> >> benefit? Maybe it's because Mr Navas has forgotten more about Cingular,
> >> ATTWS, and GSM than you will ever know. :-)
> >>
> >>
> >> "sw" <[email protected]> wrote in message
> >> news:[email protected]...
> >> > Stand aside, let me blow a load on your sister's eyes. Again, you are
> >> > dangling navas' gonad. It is amazing that you find cut & paste
> >> > informative.
> >> >
> >> > In article <[email protected]>,
> >> > "Mij Adyaw" <[email protected]> wrote:
> >> >
> >> >> If you check out the link that you posted below, you will see that Mr
> >> >> Navas
> >> >> has written some very interesting and informative articles. Mr SW
> >> >> should
> >> >> points us to a url where we evaluate his technical prowess. Please
> >> >> specify
> >> >> the URL and spare us your ugly mugshot. :-)
> >> >>
> >> >> "sw" <[email protected]> wrote in message
> >> >> news:[email protected]...
> >> >> > This piece of **** anus navas has started cross posting from
> >> >> > cingular
> >> >> > all the way to t-mobile. WHAT the ****? All anus navas does is to
> >> >> > copy
> >> >> > and paste. Take a look at some of the **** that he recommend :
> >> >> > http://navasgrp.home.att.net/rec_hdwe.htm It is laughable. Also,
> >> >> > this
> >> >> > ugly SOB has a photo on this link >
> >> >> > http://cable-dsl.home.att.net/techtv.htm
> >> >> > That is probably the reason why his girlfriend insists on letting me
> >> >> > blew loads on her face.
> >> >> >
> >> >> > In article <[email protected]>,
> >> >> > John Navas <[email protected]> wrote:
> >> >> >
> >> >> >> On Fri, 08 Dec 2006 19:47:06 -0800, SMS <[email protected]>
> >> >> >> wrote in <[email protected]>:
> >> >> >>
> >> >> >> >james g. keegan jr. wrote:
> >> >> >> >
> >> >> >> >> even you must be aware on usenet that unsupported claims are
> >> >> >> >> considered false claims.
> >> >> >> >
> >> >> >> >Actually, whether statements are considered true or false has a
> >> >> >> >lot
> >> >> >> >to
> >> >> >> >do with the reputation of who is posting them. If they are posted
> >> >> >> >by
> >> >> >> >someone with a history of lying and off-topic posting then they
> >> >> >> >are
> >> >> >> >often written off as false. This is the problem with Navas, I
> >> >> >> >think
> >> >> >> >that
> >> >> >> >he may on occasion post something useful and correct, but the
> >> >> >> >Usenet
> >> >> >> >community now automatically discounts anything he writes because
> >> >> >> >of
> >> >> >> >his
> >> >> >> >history. No one would think any worse of him if he admitted his
> >> >> >> >errors
> >> >> >> >and changed his ways.
> >> >> >>
> >> >> >> 'Those who have evidence will present their evidence,
> >> >> >> whereas those who do not have evidence will attack the man.'
> >>
> >>
>
>

Your obsessive preoccupation with genitalia and bodily
functions tends to discredit anything you post.

--
John Richards


"sw" <[email protected]> wrote in message news:[email protected]...
> Stand aside, let me blow a load on your sister's eyes. Again, you are
> dangling navas' gonad. It is amazing that you find cut & paste
> informative.

In article <[email protected]>,
"Mij Adyaw" <[email protected]> wrote:

> Even if it is cut and paste,

you might want to google "top posting."

Ness net wrote:
> "Dennis Ferguson" <[email protected]> wrote in message news:[email protected]...
>
>>> 8. Steven's claim that 1900 MHz takes "4x to 5x" the number of towers as
>>> compared to 800/850 MHz is patently absurd.
>> I agree with you about this, though I wouldn't call it "absurd" since
>> I understand how one could arrive at this conclusion. I just don't
>> think it is correct.
>>
>
> 4X to 5X may be a bit high, but the FACT that 1900Mhz DOES need a higher density
> of sites over 800Mhz is simple and irrefutable physics.

It's about 2X the distance for 800 MHz versus 1900 MHz, for the same
technology. If you're covering a linear space, such as a freeway, then
you can get by with 2x the number of towers. But if you're considering
the number of towers per square miles then 4x is about right.

x x x x x x x x x x
x x x x x x 19 x 19 x
x x 8 x x x x x x x
x x x x x x 19 x 19 x
x x x x x x x x x x

Also remember than CDMA has greater range than GSM, no matter what the
frequency is, and that AMPS has even greater range.

> This has been covered extensively here before and out in the real world, it is proven
> to be the case, time and time again.

I don't think that anyone denies that 1900 MHz takes more towers, the
debate is over how many more it takes. In urban areas there are usually
more towers anyway, to increase capacity and break areas down into
smaller cells. It's in the suburbs and rural areas where you get the
biggest advantage from 800 MHz.

> In Seattle a few years back, Motorola built a 1900Mhz system for GTE. But, it was designed
> by a bunch of 800Mhz guys (alot of them came from the iDEN build). It ended up performing
> very badly, because the site density wasn't sufficient to provide an adequate level of service.
> (It was sold to Cingular and was their Seattle system until the AT&T merger, BTW)
> And... it sucked!!

This is similar to what happened with Cingular in California when they
started with their 1900 MHz system. T-Mobile is still struggling with
the old Cingular 1900 MHz network, fighting to install towers in areas
where residents don't want them.

> Then we have AT&T's 1900Mhz roll-out. Initially, another VERY poorly performing service in many
> markets until additional sites were built to accommodate 1900Mhz's propagation characteristics.

That was a very weird thing that AT&T Wireless did, and it led to the
problems that caused them to be acquired by Cingular.

That is very true. SW should seek psychological help for his Gonad
obsession. He also has an obsession with Mr Navas and stalks him here on
Usenet. Maybe if he could get a copy of his hero's autograph, he would go
away.

"John Richards" <[email protected]> wrote in message
news:[email protected]...
> Your obsessive preoccupation with genitalia and bodily functions tends to
> discredit anything you post.
>
> --
> John Richards
>
>
> "sw" <[email protected]> wrote in message
> news:[email protected]...
>> Stand aside, let me blow a load on your sister's eyes. Again, you are
>> dangling navas' gonad. It is amazing that you find cut & paste
>> informative.
>

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

> > Then we have AT&T's 1900Mhz roll-out. Initially, another VERY poorly
> > performing service in many
> > markets until additional sites were built to accommodate 1900Mhz's
> > propagation characteristics.
>
> That was a very weird thing that AT&T Wireless did, and it led to the
> problems that caused them to be acquired by Cingular.

Their totally bolixing up the switch from TDMA to GSM, their totally
bolixing up the switch to a new COmputer System, and their worst rated
Customer Service and highest Churn rate had something to do with it.
AT&T Wireless every quarter was reporting a net loss of customers at the
time they put themselves up for sale; and their stock was at half of its
IPO price.

In alt.cellular.sprintpcs james g. keegan jr. <[email protected]> wrote:
>
> you apparently are new to usenet.
>

Hardly.

> the claims remain unsupported.

That is EXACTLY what I just said. YOU said they were false by default, which
I completely disagree with.

--
Thomas T. Veldhouse
Key Fingerprint: D281 77A5 63EE 82C5 5E68 00E4 7868 0ADC 4EFB 39F0

To: All Sprint Nextel employees


As you may have seen in the news last week, Sprint Nextel took a few
hits from the media, including a less-than-favorable article in
Consumer Reports. A few months ago we had a similar evaluation in the
annual JD Power survey. Tough coverage is always expected when a
company takes action to change and transform itself. Unfortunately,
this type of story will likely continue until we restore confidence
with improved results.

We've always said it will take time to see the improvements over the
long term - research has shown that it takes about 12 months for
people's perceptions to change about coverage and call quality - and
these recent ratings underscore the importance of the strategy we have
put in place and our need to execute.

In the meantime, don't let media coverage rattle or distract you.
Sprint's execution during the past several months is paying
dividends. We know how to get this business moving in the right
direction, and we are making progress.

We recognize that we are in a competitive business and to be successful
we must provide an exceptional customer experience. In many markets,
Sprint is the leader in performance. In most markets it is a
statistical dead heat. We are completely focused on our networks,
improving customer satisfaction, reducing churn, and giving our
customers the best pricing on innovative products and services. In
fact, Consumer Reports cited Sprint specifically as the leader in data
services.

I just spent two days last week visiting a handful of contact centers,
and there's a big difference between perception and reality. What I
saw were determined, passionate employees who are engaged, innovative
and attentive on every call. They care about meeting the needs of their
customers, about making Sprint the undisputed leader in customer
service, and, frankly, they're taking this criticism personally.
Working in Retail or taking Care calls is not any easy job, and I'm
very proud of the commitment I see in those who do it.

One example that our renewed strategy is working: Our Care organization
exceeded its annual forecast/target for subscriber account renewals a
full month before the end of 2006, and they are trending to secure
almost 13% more contract renewals by year end. That's awesome! This
is even more remarkable given the fact that contract renewals were
below monthly targets for the first four months of 2006. Much of our
progress is due to impressive improvements in close rates (we have
doubled our year-over-year close rate performance), despite declining
call volumes into Customer Care.

Also, our Rio Rancho Contact Center was named by New Mexico Business
Weekly one of New Mexico's "Best Places to Work." This team
proves that combining hard work and good fun can deliver powerful
results. Rio Rancho is routinely among the highest performing contact
centers in the company, helping reduce churn while turning in great
sales numbers. Our associates in Rio Rancho are a great example of what
our people can deliver for our customers.

I believe all of us are committed to "righting the ship." We know
that to be successful we must provide the best customer experience.
We're taking new steps to retain customers, and we expect to post
significant gains in customer loyalty in 2007 through network
enhancements, our new marketing campaign and a relentless focus on the
customers' experience with our network and when they call us for
service.

Sprint's mission is to make our customers' lives simpler and more
productive. We are continually working to improve customer service, so
that we can quickly and effectively answer their questions, resolve
their issues, and increase the value they receive.
As employees, make sure you're armed with these facts to deflect
skeptics' opinions and to explain the progress we're making:

* $7 billion to network enhancements in 2006 - more than $2 billion
going into the Nextel National Network.
* 1,600 new cell sites.
* PowerSource (hybrid) phones that operate on the iDEN network for
walkie-talkie services and on the CDMA network for voice and data
services.
* Industry-leading mobile broadband coverage (CDMA).
* EVDO network now covers 219 major markets, 725 airports, and more
than 181 million people.
* Our planned buildout of the 4G WiMAX network - working with
Motorola, Intel and Samsung - will be the standard for future
mobility products and services.
* Sprint was the first carrier to offer live TV, and today we offer
more than more than 50 video channels that feature live and on-demand
programming.
* The Sprint Music Store, an over-the-air music download service,
celebrated its one-year anniversary in November and is the first
service of its kind to reach 8 million song downloads.
* Sprint Family Locator - an innovative tracking system that employs
GPS (Global Positioning Satellite) - represents an overall effort to
attract customers and build loyalty.
* Sprint Movies, our pay-per-view service for mobile phones, is the
2006 winner of the 3G CDMA Industry Achievement Award for Innovative
Use of Mobile Television, given by the CDMA Development Group (CDG) and
Mobile Entertainment Forum (MEF).

So you can see, we're not sitting back and watching the competition
pull away. There are many reasons to feel good about Sprint, and you
should know you are making a difference in people's lives by giving
them world-class telecom service.

Tim Kelly

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

> To: All Sprint Nextel employees
>
>
> As you may have seen in the news last week, Sprint Nextel took a few
> hits from the media, including a less-than-favorable article in
> Consumer Reports. A few months ago we had a similar evaluation in the
> annual JD Power survey. Tough coverage is always expected when a
> company takes action to change and transform itself. Unfortunately,
> this type of story will likely continue until we restore confidence
> with improved results...

"Restore confidence" implies that confidence ever existed in the first
place.

Both Sprint and Nextel have always been 3rd rate in terms of footprint.
Terms like "Pure Digital" and "most powerful network" don't the user a
darn bit of good when they can't even use their phone for its most
important purpose: making/receiving calls.



--Mike

Michael Wise wrote:

> Both Sprint and Nextel have always been 3rd rate in terms of footprint.
> Terms like "Pure Digital" and "most powerful network" don't the user a
> darn bit of good when they can't even use their phone for its most
> important purpose: making/receiving calls.

There may be no real solution here. Comcast may be acquiring Sprint, so
they can compete with AT&T in bundling phone service, TV, broadband
Internet, and wireless.

Verizon would not be willing to pay a premium price for Sprint, as they
are getting most of the customers leaving Sprint, at no cost.

In article <[email protected]>,
"Thomas T. Veldhouse" <[email protected]> wrote:

> In alt.cellular.sprintpcs james g. keegan jr. <[email protected]> wrote:
> >
> > you apparently are new to usenet.
> >
>
> Hardly.

i was responding to your actions, not your actual longevity. you act
like a newbie.
>
> > the claims remain unsupported.
>
> That is EXACTLY what I just said. YOU said they were false by default,

because they were unsuppported.

> which I completely disagree with.

you may accept unsupported allegations as fact. when i ask for claims
to be supported, and they are not, i conclude that the claims are
false.