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- 09-08-2003, 04:35 PM #1StephGuest
Just hung up from a very lengthy phone call to Service Support location
V04. First off, I don't know if that is in India or what, but they have
GOT to do something about the line quality.
Half of the 30 plus minutes were spent asking the other party to repeat
themselves or excusing us for breathing and interuptting the half-duplex
conversation.
My deal is that I have been a mostly satisfied Sprint PCs customer since
their launch in the San Diego area in 1997. I have what they call a
Pioneer Program Plan. It has some nice features not available -
including no monthly fee, I only pay the airtime minutes actually used.
I broke down in May and signed up for another number on Vision and added
a phone (third number) to it, something like $100/mo and switched my
wife off Verizon.
My Pioneer Plan phone number has sat unused since then. It was last
using a Kyocera 6035 and I loved it. Prior to that I used a Denso
Touchpoint dual band, also an awesome phone. In the early part of the
year I had switched the service from the 6035 back to the dbTP for a
couple of weeks whiel the 6035 was repaired. Then back to the 6035. No
troubles, no $35/$36 activation charges.
So now I have had Vision for awhile (overrated I think) and got a new
PDA, so it is time to sell or otherwise get rid of the 6035 which has
some market value left. I call ('cuz the website won't let you activate
any phone that isn't currently being sold as new, even though you can
select almost any SPCS phone and enter a ESN that is recognized) to
activate my Pioneer Plan on the older dbTP.
The first CSR I spoke to said they could not waive the activation
charge. I asked her to speak to her supervisor. She put me on hold for a
moment and then returned saying it was denied. When I pressed her
claiming SPCS had always waived the fee prior she admitted she had not
been able to ask the Supervisor because he was on the phone.
I then proceeded through Floor Supervisor Gavish and Floor Manager Jon
Wilson (who will either get reprimanded or praised for this) who
proceeded to tell me that SPCS could see I was a good customer (since
1997, pay on time, account in good standing, etc.) and they *could*
waive the fee provided I gave verbal agreement to remain a SPCS customer
for 1 year.
Now I made a stink because this makes absolutely no sense. If I toss the
phone in a drawer for the next 24 months Sprint PCS make exactly $0 off
of it - yet I have remained a "customer" for twice the agreement. There
is no monthly fee to have the number active. On the other hand I did
just agree to a 2-year agreement for the two numbers I added. Yes, I am
making more out of this than I should, but this is the type of insane
rules that are bad for business and piss off customers. Sure I could
verbally agree to remain a SPCS customer for another year, but does that
actually --- in this case, have any value whatsoever to Sprint?
The Pioneer Plan allows replacements each year. So based on previous
threads, maybe my older phones should go get a check-up - which most
seems to fail, or possibly it will just go missing and I let them give
me the equivalent dual band phone du jour. Of course this is unethical
behavior that hurts others in the long run. Then again, even if that
call center was in India and they are paying them dirt, I tied up 3
people over there at Call Center Location V-04 and will end up bothering
at least one more if not a technician as well locally -- all that has
got to add up to more than the silly little $36 that they should have
waived to begin with because of the absurdity of requiring a customer to
commit to continue something that has no guaranteed revenue.
I don't think I am being unreasonable given the pioneer plan status. For
my other plans I expect SPCS to adhere to those conditions set forth as
well, whether in my favor or against.
- A "happy" SPCS customer since 1997, except when I have to deal with
CSR/Support.
› See More: Sprint would be good except for CSR
- 09-09-2003, 12:05 PM #2StephGuest
Re: Sprint would be good except for CSR
Quick followup.
Spent an hour in line at the sprint store last week.
When my turn to the coutner came up I explained I had a pioneer plan and
wanted to swap back to the phone from that plan. the web site wouldn't
let me do a ESN swap.
I was out of there 3 minutes later and about 10 minutes after that the
phone could send and receive. and as I expected she had waived the $36
fee.
Steph <[email protected]_CUT> wrote in
news:[email protected]:
> Just hung up from a very lengthy phone call to Service Support
location
> V04. First off, I don't know if that is in India or what, but they
have
> GOT to do something about the line quality.
>
> Half of the 30 plus minutes were spent asking the other party to
repeat
> themselves or excusing us for breathing and interuptting the half-
duplex
> conversation.
>
> My deal is that I have been a mostly satisfied Sprint PCs customer
since
> their launch in the San Diego area in 1997. I have what they call a
> Pioneer Program Plan. It has some nice features not available -
> including no monthly fee, I only pay the airtime minutes actually
used.
>
> I broke down in May and signed up for another number on Vision and
added
> a phone (third number) to it, something like $100/mo and switched my
> wife off Verizon.
>
> My Pioneer Plan phone number has sat unused since then. It was last
> using a Kyocera 6035 and I loved it. Prior to that I used a Denso
> Touchpoint dual band, also an awesome phone. In the early part of the
> year I had switched the service from the 6035 back to the dbTP for a
> couple of weeks whiel the 6035 was repaired. Then back to the 6035.
No
> troubles, no $35/$36 activation charges.
>
> So now I have had Vision for awhile (overrated I think) and got a new
> PDA, so it is time to sell or otherwise get rid of the 6035 which has
> some market value left. I call ('cuz the website won't let you
activate
> any phone that isn't currently being sold as new, even though you can
> select almost any SPCS phone and enter a ESN that is recognized) to
> activate my Pioneer Plan on the older dbTP.
>
> The first CSR I spoke to said they could not waive the activation
> charge. I asked her to speak to her supervisor. She put me on hold for
a
> moment and then returned saying it was denied. When I pressed her
> claiming SPCS had always waived the fee prior she admitted she had not
> been able to ask the Supervisor because he was on the phone.
>
> I then proceeded through Floor Supervisor Gavish and Floor Manager Jon
> Wilson (who will either get reprimanded or praised for this) who
> proceeded to tell me that SPCS could see I was a good customer (since
> 1997, pay on time, account in good standing, etc.) and they *could*
> waive the fee provided I gave verbal agreement to remain a SPCS
customer
> for 1 year.
>
> Now I made a stink because this makes absolutely no sense. If I toss
the
> phone in a drawer for the next 24 months Sprint PCS make exactly $0
off
> of it - yet I have remained a "customer" for twice the agreement.
There
> is no monthly fee to have the number active. On the other hand I did
> just agree to a 2-year agreement for the two numbers I added. Yes, I
am
> making more out of this than I should, but this is the type of insane
> rules that are bad for business and piss off customers. Sure I could
> verbally agree to remain a SPCS customer for another year, but does
that
> actually --- in this case, have any value whatsoever to Sprint?
>
> The Pioneer Plan allows replacements each year. So based on previous
> threads, maybe my older phones should go get a check-up - which most
> seems to fail, or possibly it will just go missing and I let them give
> me the equivalent dual band phone du jour. Of course this is unethical
> behavior that hurts others in the long run. Then again, even if that
> call center was in India and they are paying them dirt, I tied up 3
> people over there at Call Center Location V-04 and will end up
bothering
> at least one more if not a technician as well locally -- all that has
> got to add up to more than the silly little $36 that they should have
> waived to begin with because of the absurdity of requiring a customer
to
> commit to continue something that has no guaranteed revenue.
>
> I don't think I am being unreasonable given the pioneer plan status.
For
> my other plans I expect SPCS to adhere to those conditions set forth
as
> well, whether in my favor or against.
>
>
> - A "happy" SPCS customer since 1997, except when I have to deal
with
> CSR/Support.
>
>
Carros
in Chit Chat