Executive Services now Blocked

In article <[email protected]>,
Steven J Sobol <[email protected]> wrote:

> Jerome Zelinske <[email protected]> wrote:
> > Like I said before, there should not be any special "retention"
> > plans. If someone is not satisfied with the plan they are on, instead
> > of canceling, the retention department should be there to help them find
> > best fitting plan for them from the currently advertised plans.
>
> Jerome, for the first time in months, I agree with you 100%.
>
> I think the way many people play the "Retention game" is fundamentally
> dishonest.

No, it is fundementally dishonest for Sprint to have myriad secret
"Retention" plans. It is they who started this game, and a few who
frequent this newsgroup wqho want to level the playing field.

It is nonsense to criticise those who play agame Sprint organized.

---

› See More: Executive Services now Blocked

"Phillipe" <[email protected]> wrote in message
news[email protected]...
> In article <[email protected]>,
> Steven J Sobol <[email protected]> wrote:
>
> >
> > I think it is stupid that people enter an agreement where they know
> > what the monthly and per-minute rates are, and then whine that they are
> > paying too much and play the "call retention" game simply to save money.
>
> My agreement had expired in April.
>
> My objection is Sprint reps flat our being instructed to lie.

Lie? Lie about what?

Bob

"Phillipe" <[email protected]> wrote in message
news[email protected]...
> If one calls the number previously posted 866-519-5698 for
> Executive Serives, it is now intercepted by operator who then verifies
> you are a Sprint Customer and following their "Guidelines" lies to you
> and instead connects you to the bottom rung of Customer Assist.
>
> No other previously posted # here for Executive Servicves works either.

Of course it's going to be blocked. Every time someone posts a direct number
in this newsgroup, that number gets inundated with phones calls which really
shouldn't be going there and the number is usually disconnected within a
week or so. I'm surprised that at least the above number is ported back to
the CS dept.

There is a certain procedure to get to Executive Services, or to the
Retention Dept., and that's having to go through the proper channels first
to see whether problem or concern can be answered at lower levels of CS. If
it can't, then the call is escalated to the next level and so on.

You just don't go to the top of the service chain when someone in a lower
level can take the call and provide the help.

Bob

"Phillipe" <[email protected]> wrote in message
news[email protected]...
> In article <[email protected]>,
> Steven J Sobol <[email protected]> wrote:
>
> > Jerome Zelinske <[email protected]> wrote:
> > > Like I said before, there should not be any special "retention"
> > > plans. If someone is not satisfied with the plan they are on, instead
> > > of canceling, the retention department should be there to help them
find
> > > best fitting plan for them from the currently advertised plans.
> >
> > Jerome, for the first time in months, I agree with you 100%.
> >
> > I think the way many people play the "Retention game" is fundamentally
> > dishonest.
>
> No, it is fundementally dishonest for Sprint to have myriad secret
> "Retention" plans. It is they who started this game, and a few who
> frequent this newsgroup wqho want to level the playing field.
>
> It is nonsense to criticise those who play agame Sprint organized.

What? These retention options were put in place for those good customers,
who SPCS does not want to let go. You should be happy that they have those
plans available.

Bob

Phillipe <[email protected]> wrote:

> No, it is fundementally dishonest for Sprint to have myriad secret
> "Retention" plans. It is they who started this game, and a few who
> frequent this newsgroup wqho want to level the playing field.
>
> It is nonsense to criticise those who play agame Sprint organized.

This is a rather childish argument. "He started it, so it's ok for me to
do it too"?

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

>Of course it's going to be blocked. Every time someone posts a direct number
>in this newsgroup, that number gets inundated with phones calls which really
>shouldn't be going there and the number is usually disconnected within a
>week or so.

Wait, Bob. I'm confused on your position.

Just yesterday in a different thread you claimed that the number of "pissed" Sprint users in this
newsgroup was so low that it didn't have any effect on the company overall.

In specific you said, and I quote:

"And I think you and the others are really blowing this out of proportion,
that everyone is pissed off. Hell fire, there's not even a real big problem
in this newsgroup, which consists mostly of a very very small percentage of
customers."

Now, you are stating that if a number (a number which would probably only be used by "pissed off"
customers) is posted in this newsgroup, it gets "inundated with phones calls".

Is this not a pretty blatant contradiction?

You don't really seem to have a consistent position on much of anything, Bob.

"Nomen Nescio" <[email protected]> wrote in message
news:[email protected]...
>
> >Of course it's going to be blocked. Every time someone posts a direct
number
> >in this newsgroup, that number gets inundated with phones calls which
really
> >shouldn't be going there and the number is usually disconnected within a
> >week or so.
>
> Wait, Bob. I'm confused on your position.
>
> Just yesterday in a different thread you claimed that the number of
"pissed" Sprint users in this
> newsgroup was so low that it didn't have any effect on the company
overall.
>
> In specific you said, and I quote:
>
> "And I think you and the others are really blowing this out of proportion,
> that everyone is pissed off. Hell fire, there's not even a real big
problem
> in this newsgroup, which consists mostly of a very very small percentage
of
> customers."
>
> Now, you are stating that if a number (a number which would probably only
be used by "pissed off"
> customers) is posted in this newsgroup, it gets "inundated with phones
calls".
>
> Is this not a pretty blatant contradiction?

No. He said the executive services, retention, whatever people are pissed
off because of the calls going there that shouldn't. That doesn't mean
pissed customers are calling, just people that shouldn't be connected with
that department. So the good reps get sick of hearing fake "cancel" threats
and people calling the upper levels just to have their stupid bill explained
to them.

They aren't being unundated with pissed customers, just annoying stupid
ones.


---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.509 / Virus Database: 306 - Release Date: 8/12/2003

> It is nonsense to criticise those who play agame Sprint organized.

>This is a rather childish argument. "He started it, so it's ok for me to
>do it too"?

I agree that he could have worded it better, but I think his point was that you should not
criticize people for playing the game to their own advantage. This is what businesses do. This is
the way capitalism and the free market works. Negotiating terms to your own advantage.

If the other guy does it, and you don't do it ... then you are never going to get the most
favorable terms that perhaps you could. If you are okay with that, I respect your decision. But
criticizing someone for agressively negotiating and playing the game that is the world of business,
and calling it childish, then I think is way off-base.

I could call billing two minutes for a 1 minute and 1 second call childish. But I don't. That's
the game and everyone tries to play it to their advantage. If you start a game, someone's going to
play it. And it is okay for them to do it too. Why should they not?

Every action has an equal and opposite reaction.

Perhaps they should be xfered to a department where the first
thing they hear is "Thank you for finally canceling your account. Stay
on the line and I will explain what will be on your final bill."


Carl. wrote:

> "Nomen Nescio" <[email protected]> wrote in message
> news:[email protected]...
>
>>>Of course it's going to be blocked. Every time someone posts a direct
>
> number
>
>>>in this newsgroup, that number gets inundated with phones calls which
>
> really
>
>>>shouldn't be going there and the number is usually disconnected within a
>>>week or so.
>>
>>Wait, Bob. I'm confused on your position.
>>
>>Just yesterday in a different thread you claimed that the number of
>
> "pissed" Sprint users in this
>
>>newsgroup was so low that it didn't have any effect on the company
>
> overall.
>
>>In specific you said, and I quote:
>>
>>"And I think you and the others are really blowing this out of proportion,
>>that everyone is pissed off. Hell fire, there's not even a real big
>
> problem
>
>>in this newsgroup, which consists mostly of a very very small percentage
>
> of
>
>>customers."
>>
>>Now, you are stating that if a number (a number which would probably only
>
> be used by "pissed off"
>
>>customers) is posted in this newsgroup, it gets "inundated with phones
>
> calls".
>
>>Is this not a pretty blatant contradiction?
>
>
> No. He said the executive services, retention, whatever people are pissed
> off because of the calls going there that shouldn't. That doesn't mean
> pissed customers are calling, just people that shouldn't be connected with
> that department. So the good reps get sick of hearing fake "cancel" threats
> and people calling the upper levels just to have their stupid bill explained
> to them.
>
> They aren't being unundated with pissed customers, just annoying stupid
> ones.
>
>
> ---
> Outgoing mail is certified Virus Free.
> Checked by AVG anti-virus system (http://www.grisoft.com).
> Version: 6.0.509 / Virus Database: 306 - Release Date: 8/12/2003
>
>

>No. He said the executive services, retention, whatever people are pissed
>off because of the calls going there that shouldn't.

Ah, you don't get it. I'll dumb it down a little.

Bob say yesterday people on this NG have little effect on Sprint.

Bob say today that people on this NG have big enough effect on Sprint to make Sprint to change
number.

Bob take opposite position daily to suit his agenda.



(sorry, I tried to use smaller words and actually tried to ***** correctly this time. If you still
dont get it, sorry. I did the best I could)

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

> Perhaps they should be xfered to a department where the first
> thing they hear is "Thank you for finally canceling your account. Stay
> on the line and I will explain what will be on your final bill."


Another person who never took a marketing course in college.
There one learns that it costs ten times as much to obtain a new
customer as it does to retain an old customer, so it is generally a good
idea to work to retain customers. Unfortunately, Sprint only applies
that rule when customers are ready to "Cancel". If Sprint is willing to
cut my bill by 20% in exchange for my cutting my minutes 8%, why should
I not take advantage of that. If they are willing to credit my account
$100 for agreeing to a new 1 year Advantage Agreement, that is
acceptable to me. $100 per line that is. If they also order me a new
phone at a lower price than I can get in a Sprint store, it works for me.

Nomen Nescio <[email protected]> wrote:

> I agree that he could have worded it better, but I think his point was that
> you should not
> criticize people for playing the game to their own advantage. This is what
> businesses do. This is
> the way capitalism and the free market works. Negotiating terms to your
> own advantage.

Certainly one way to look at it. On the other hand, again using my own
Sprint PCS account as an example, there are measuring sticks by which one
can determine "good customer"-ness.

Length of the customer relationship is one, and I actually can't blame people
for wanting to be rewarded for being loyal.

Another is amount of money spent on the account. By this metric, my Verizon
account, with two phones on which I talk for hundreds (sometimes thousands)
of minutes per month, qualifies. The Sprint account, with fewer than 300
billable (i.e. not NW or PCS to PCS) minutes used every month and a total
average bill of only about $40, doesn't.

I understand the points being made - I just still don't know that I agree
with them. Incidentally, whoever it was that I responded to saying "tell me
what plan you're on that's so horrendous that you feel you need to play
the retention game", didn't.

> criticizing someone for agressively negotiating and playing the
> game that is the world of business,
> and calling it childish, then I think is way off-base.

Lying in order to further negotiations is childish and dishonest, and that
apparently is what a lot of people do.


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

Intersting how this whole discussion turned into a back and forth on the
legitimacy of some folks trying to get their rates reduced, etc. I've
been a Sprint customer for 5 years, I pay full price for my plan
($120/month plus taxes), don't even come close to using my regular
minutes let alone the extra minutes I've been offered, and have spent
over $1,800 on telephones. I call the Retention department when I have
a legitimate problem with my service or my phone - not looking for any
price reductions - just looking for someone halfway intelligent to be
able to rectify the problem. If regular customer service was slightly
capable of fixing a problem, I would call them.
Unfortunately, the majority of the CSRs - both regular and now,
apparently Retention - are high school dropouts (hard to believe they
could have graduated) who should be flipping burgers in a back room
instead of dealing with the public.
As for those few and far between CSRs who are intelligent and work hard
for their money - I truly appreciate your efforts - I'm just frustrated
that it takes 5-10 calls to find you!

--
Posted at SprintUsers.com - Your place for everything Sprint PCS
Free wireless access @ www.SprintUsers.com/wap

In article <[email protected]>,
Nomen Nescio <[email protected]> says:

>Bob say yesterday people on this NG have little effect on Sprint.

>Bob say today that people on this NG have big enough effect on Sprint
>to make Sprint to change number.

Context means nothing to you, eh?

I'm sure overall, in terms of total number of subs, this NG doesn't
mean *diddly* vis-a-vis the number of people whose minds are changed
one way or another. Now, if a line intended for *legitimate* uses gets
innundated with even a lousy 50 calls extra a day (what is that,
0.0001% of SPCS' total subs?), then it should be changed.

-Kenny

--
Kenneth R. Crudup Sr. SW Engineer, Scott County Consulting, Los Angeles, CA
Home: 3801 E. Pacific Coast Hwy #9, Long Beach, CA 90804-2014 (562) 961-7300
Work: 2052 Alton Parkway, Irvine, CA 92606-4905 (949) 252-1111 X240

"Phillipe" <[email protected]> wrote in message
news[email protected]...
> In article <[email protected]>,
> Jerome Zelinske <[email protected]> wrote:
>
> > Perhaps they should be xfered to a department where the first
> > thing they hear is "Thank you for finally canceling your account. Stay
> > on the line and I will explain what will be on your final bill."
>
>
> Another person who never took a marketing course in college.

Come on Phillipe, it was obviously a joke. The word "finally" ought to be a
clue.


---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.509 / Virus Database: 306 - Release Date: 8/12/2003