Sprint's Customer Service

Sprint's Customer Service is still poor.

In article <vn5hdult666797@corp.supernews.com>,
pcsguy@NOSPAM.bellsouth.net (Tech Geek) wrote:

> BUT, things are getting better.

This is the BIG LIE we keep hearing.

I post about surveys that show SprintPCS customer Service is rated
poorly, and we are told those surveys are worthless, out of date, "..and
it's improving".

One week later (Aug. 28, 2003) JD Power comes out with a new survey
showing Sprint service is actually worst in the Industry.
I believe its still getting worse, with email support now coming from
India, usually taking more than 48 hours and coming late at night.

Some of us want to tell people that if a Sprint rep posts: "You have 14
days, try it out, you only pay for time used"; THEY ARE FLAT LYING BY
OMISSION, as you will also be charged $36 activation and about $5 in
taxes and fees, and likely an extra month of service as a full billing
period will have started.

Some of us want to tell users who find they now live in a dead zone
(despite what has been told and mapped) they don't have to wait for a
contract expiration. The common law principle of FIT FOR PURPOSE takes
precedence, regardless of language in Terms & Conditions.

And the cutest trick of all is when a Customer is in a known dead zone,
Sprint may attempt to trick them into a longer term contract by saying
"Oh, you just need this new Sanyo 8100, it has great reception"

Some of us want to tell users that if a Sprint employee says "Try your
phone in Europe"; they don't know what they are talking about because it
flat won't work, as Sprint uses CDMA, and Europe uses GSM phones. Or if
they later say "We have rental phones for Europe", that will be your
most expensive option.

Sprint employees push new phones; "The Sanyo 8100 is great", ignoring it
has no speaker phone. "The Sony T608 will be Great", ignoring that
pictures it takes can not be sent by Sprints picturemail. "The Treo 300
is great", ignoring its sealed internal battery causes grief because it
can not be supplied with a spare battery like every other Sprint Palm
phone.

Some of us want to tell users that if *2 folks are unhelpful (and
stories like that still get posted daily) they can escalate to Executive
Services, whose number (and other useful numbers are posted at:
http://www.circuitsavings.com/spcsin...e_numbers.html

A Sprint apologist tells how he just called *2 and got good service.
(Always believe a 3rd party survey -like JD Power - before anecdotal
evidence), I call *2 and still using a common Sprint trick a call is not
escalated as promised but passed to another front line CSR.

Sprint employees tell folks "Just go to the store and they'll Flash your
phone, or transfer data or whatever", omitting the fact this almost
never is done on a "While you wait" basis. "Leave your phone, we'll
try and get to it today". In a few cases, phones have gotten the
"sunshine" treatment. i.e. they got sunshine, but no update.

Most SprintPCS employees do often post useful information, but in their
anxiety to answer every question, often answers are guesses, and wrong
guesses at that. Worst of all is former employees. They were debating
for 3 days what the Vision charge is on a Palm Phone ($15 or $30/month).
I discovered for many users even at the high per/K rate of not having a
Vision plan, you may actually use far less than $15 worth if you only
use a browser 1 or 2 times a week. I think $3 is less than $15. But why
the Sprint web site doesn't post data useage like it does minutes useage
is just symptomatic of an out-of-date computer system, that can't handle
shared minute plans on the web.

Some Sprint employees and apologists will attack the messenger and
ignore the message when true stories are posted, cause its something
they'd rather folks not know about. Those Sprint apologists are anxious
to divert attention from issues raised, so they nit pick, they insult,
they complain about grammar, they ask repeatedly for urls. I WILL NOT BE
INTIMIDATED BY ANY PERSONAL ATTACKS, which will prove counterproductive.
Every personal attack will be met by my posts telling THE REST OF THE
STORY.

Sprint: Good Network - Abysmal Customer Service.
Good Prices - Abysamal Billing.
You may be entitled to a discount
if your company has deal with Sprint.
Some Good Phones : Secrecy on Bug Updates
Some benefits in renewing contract : Much better if you
know where to ask.
(check the phoine # url above)
Sprint brags on accepting Industry Consumer Code:
Sprint has so far done ZERO to change to comply.
Helpful employees posting answers on Usenet:
Many answers are wild-ass guess and wrong.

===
However when one is choosing a cellular carrier COVERAGE for one's
unique situation should always be most important. Customer Service does
not bring Customers in or keep them from signing up, it does cause them
to leave and Sprint's churn rate remains abyssmal, and SprintPCS is
still not profittable.

Justin, our next goal should be to make this into a FAQ.

How does this involce Nextel, AT&T, and Verizon?


"Phill." <Pearl@oyster.com> wrote in article
<Pearl-B14473.06442325092003@news05.west.earthlink.net>:
> Sprint's Customer Service is still poor.
>
> In article <vn5hdult666797@corp.supernews.com>,
> pcsguy@NOSPAM.bellsouth.net (Tech Geek) wrote:
>
> > BUT, things are getting better.
>
> This is the BIG LIE we keep hearing.
>
You love to give partial quotes, don't you? Lets look at the WHOLE
paragraph.

*****
BUT, things are getting better. I'm actualy getting calls (used to be 1
every few months, now its 3-5 a week) from a rep in a call center asking
me if we can do an update, or if we have a certain phone in stock etc..
BEFORE they send the customer to us.
*****

Speaking as a tech in a retail store with SprintPCS, I am very happy to
see that I am getting this many calls a week form them, just multiply
that by the number of stores and techs nationwide.

Where is the lie, or do you think the call centers CHECKING to see if we
can do something before they send them to a store (instead of just
sending them) worse?


>
> Some of us want to tell people that if a Sprint rep posts: "You have 14
> days, try it out, you only pay for time used"; THEY ARE FLAT LYING BY
> OMISSION, as you will also be charged $36 activation and about $5 in
> taxes and fees, and likely an extra month of service as a full billing
> period will have started.
>

I have not seen any instances where someone got billed for a full month
worth of service when they canceled within the 14 days, and I also see
the activation fee waved.


>>
> Some of us want to tell users that if a Sprint employee says "Try your
> phone in Europe"; they don't know what they are talking about because it
> flat won't work, as Sprint uses CDMA, and Europe uses GSM phones. Or if
> they later say "We have rental phones for Europe", that will be your
> most expensive option.
>

I'm assuming that is refering to me, and I was referring to the
CARREBEAN, and incase you didn't know, thats near the Gulf of Mexico,
NOT Europe.

And Sprint PCS DOES offer rental phones for GSM, and noone ever said it
was cheap.


> Sprint employees push new phones; "The Sanyo 8100 is great", ignoring it
> has no speaker phone. "The Sony T608 will be Great", ignoring that
> pictures it takes can not be sent by Sprints picturemail. "The Treo 300
> is great", ignoring its sealed internal battery causes grief because it
> can not be supplied with a spare battery like every other Sprint Palm
> phone.

Saying a phone is "great" is a pure matter of opinion. You're comparing
apples to oranges.

The 8100 is a great phone, despite the fact that it does not have a
speaker phone (news flash, not everyone in the world bases their opinion
on a phone on if it has a speaker phone or not).

Don't take messages that are pure opinion then flame them for it because
it doesn't match your opinion.


> A Sprint apologist tells how he just called *2 and got good service.

So, you think 100% of all calls to customer service are bad?
Interesting, in your book, people who have a bad experience are the only
credible ones out there, while people who have a good one and want to
say something about it, are "apologists".


> (Always believe a 3rd party survey -like JD Power - before anecdotal
> evidence), I call *2 and still using a common Sprint trick a call is not
> escalated as promised but passed to another front line CSR.
>

Even when they refuse to say HOW they got the results, besides "We asked
XXXX number of people"?


> Sprint employees tell folks "Just go to the store and they'll Flash your
> phone, or transfer data or whatever", omitting the fact this almost
> never is done on a "While you wait" basis. "Leave your phone, we'll
> try and get to it today". In a few cases, phones have gotten the
> "sunshine" treatment. i.e. they got sunshine, but no update.
>

So, you think it would be better if we took every phone in, and once it
came in, it went to the front of the line (thus making everyone else
wait?).
NEWS FLASH: We get a lot of phones in and also have a ton of other work
to do back there. Wait time is dependent on volume. If you come in 5
minutes before closing, there is little chance the phone will be done
that day, and store employees never set a customer up with a different
expectation.

Go ahead, insult me, call me a lair, or whatever your flavor of the day
is, in whatever your name of the week is. I just posted this responce
in MY PERSONAL DEFENCE since you like to partial quote me.

[posted via phonescoop.com]

I wouldn't believe anything JD Power says since they can't satisfy me as
to where they get their funds on the website. They say that studies are
funded internally-where does the money come from? If you think that
SPCS is so bad, go to another cell carrier to see if the "grass is
greener on the other side".

--
Chris

Please respond on Usenet or Phonescoop.com


"Phill." <Pearl@oyster.com> wrote in article
<Pearl-B14473.06442325092003@news05.west.earthlink.net>:
> Sprint's Customer Service is still poor.
>
> In article <vn5hdult666797@corp.supernews.com>,
> pcsguy@NOSPAM.bellsouth.net (Tech Geek) wrote:
>
> > BUT, things are getting better.
>
> This is the BIG LIE we keep hearing.
>
> I post about surveys that show SprintPCS customer Service is rated
> poorly, and we are told those surveys are worthless, out of date, "..and
> it's improving".
>
> One week later (Aug. 28, 2003) JD Power comes out with a new survey
> showing Sprint service is actually worst in the Industry.
> I believe its still getting worse, with email support now coming from
> India, usually taking more than 48 hours and coming late at night.
>
> Some of us want to tell people that if a Sprint rep posts: "You have 14
> days, try it out, you only pay for time used"; THEY ARE FLAT LYING BY
> OMISSION, as you will also be charged $36 activation and about $5 in
> taxes and fees, and likely an extra month of service as a full billing
> period will have started.
>
> Some of us want to tell users who find they now live in a dead zone
> (despite what has been told and mapped) they don't have to wait for a
> contract expiration. The common law principle of FIT FOR PURPOSE takes
> precedence, regardless of language in Terms & Conditions.
>
> And the cutest trick of all is when a Customer is in a known dead zone,
> Sprint may attempt to trick them into a longer term contract by saying
> "Oh, you just need this new Sanyo 8100, it has great reception"
>
> Some of us want to tell users that if a Sprint employee says "Try your
> phone in Europe"; they don't know what they are talking about because it
> flat won't work, as Sprint uses CDMA, and Europe uses GSM phones. Or if
> they later say "We have rental phones for Europe", that will be your
> most expensive option.
>
> Sprint employees push new phones; "The Sanyo 8100 is great", ignoring it
> has no speaker phone. "The Sony T608 will be Great", ignoring that
> pictures it takes can not be sent by Sprints picturemail. "The Treo 300
> is great", ignoring its sealed internal battery causes grief because it
> can not be supplied with a spare battery like every other Sprint Palm
> phone.
>
> Some of us want to tell users that if *2 folks are unhelpful (and
> stories like that still get posted daily) they can escalate to Executive
> Services, whose number (and other useful numbers are posted at:
> http://www.circuitsavings.com/spcsin...e_numbers.html
>
> A Sprint apologist tells how he just called *2 and got good service.
> (Always believe a 3rd party survey -like JD Power - before anecdotal
> evidence), I call *2 and still using a common Sprint trick a call is not
> escalated as promised but passed to another front line CSR.
>
> Sprint employees tell folks "Just go to the store and they'll Flash your
> phone, or transfer data or whatever", omitting the fact this almost
> never is done on a "While you wait" basis. "Leave your phone, we'll
> try and get to it today". In a few cases, phones have gotten the
> "sunshine" treatment. i.e. they got sunshine, but no update.
>
> Most SprintPCS employees do often post useful information, but in their
> anxiety to answer every question, often answers are guesses, and wrong
> guesses at that. Worst of all is former employees. They were debating
> for 3 days what the Vision charge is on a Palm Phone ($15 or $30/month).
> I discovered for many users even at the high per/K rate of not having a
> Vision plan, you may actually use far less than $15 worth if you only
> use a browser 1 or 2 times a week. I think $3 is less than $15. But why
> the Sprint web site doesn't post data useage like it does minutes useage
> is just symptomatic of an out-of-date computer system, that can't handle
> shared minute plans on the web.
>
> Some Sprint employees and apologists will attack the messenger and
> ignore the message when true stories are posted, cause its something
> they'd rather folks not know about. Those Sprint apologists are anxious
> to divert attention from issues raised, so they nit pick, they insult,
> they complain about grammar, they ask repeatedly for urls. I WILL NOT BE
> INTIMIDATED BY ANY PERSONAL ATTACKS, which will prove counterproductive.
> Every personal attack will be met by my posts telling THE REST OF THE
> STORY.
>
> Sprint: Good Network - Abysmal Customer Service.
> Good Prices - Abysamal Billing.
> You may be entitled to a discount
> if your company has deal with Sprint.
> Some Good Phones : Secrecy on Bug Updates
> Some benefits in renewing contract : Much better if you
> know where to ask.
> (check the phoine # url above)
> Sprint brags on accepting Industry Consumer Code:
> Sprint has so far done ZERO to change to comply.
> Helpful employees posting answers on Usenet:
> Many answers are wild-ass guess and wrong.
>
> ===
> However when one is choosing a cellular carrier COVERAGE for one's
> unique situation should always be most important. Customer Service does
> not bring Customers in or keep them from signing up, it does cause them
> to leave and Sprint's churn rate remains abyssmal, and SprintPCS is
> still not profittable.
>
> Justin, our next goal should be to make this into a FAQ.

[posted via phonescoop.com]

I sorta agree. I do trust JD Powers a bit on a lot of things, but the
idea of not knowing where their funding comes from is a bit bothersome.

Regardless people need to get a life and stop *****ing about cellphone
service. It is getting really really annoying to keep reading whiney
people on usenets stating "Goodbye _____. Hello ______." - It's like who
gives a **** where you're going with your service. I like MY service
regardless... or what else? Do you think that Joe Shmoe who works for
the company is going to call Engineering and put a cell tower in your
back yard just for you? Or that Joe Shmoe will call Motorola or Nokia or
Samsung and demand better handsets? Or maybe Joe Shmoe will contact the
customer service department and get those guys straightened out JUST FOR
YOU!

Bah, sorry for the rant in the reply but people are just so whiney these
days it is sick.

--
Michael Y.


noone@nospam.nospam (Chris Russell) wrote in article
<vn6ubniho43t35@corp.supernews.com>:
> I wouldn't believe anything JD Power says since they can't satisfy me as
> to where they get their funds on the website. They say that studies are
> funded internally-where does the money come from? If you think that
> SPCS is so bad, go to another cell carrier to see if the "grass is
> greener on the other side".
>
> --
> Chris
>
> Please respond on Usenet or Phonescoop.com
>
>
> "Phill." <Pearl@oyster.com> wrote in article
> <Pearl-B14473.06442325092003@news05.west.earthlink.net>:
> > Sprint's Customer Service is still poor.
> >
> > In article <vn5hdult666797@corp.supernews.com>,
> > pcsguy@NOSPAM.bellsouth.net (Tech Geek) wrote:
> >
> > > BUT, things are getting better.
> >
> > This is the BIG LIE we keep hearing.
> >
> > I post about surveys that show SprintPCS customer Service is rated
> > poorly, and we are told those surveys are worthless, out of date, "..and
> > it's improving".
> >
> > One week later (Aug. 28, 2003) JD Power comes out with a new survey
> > showing Sprint service is actually worst in the Industry.
> > I believe its still getting worse, with email support now coming from
> > India, usually taking more than 48 hours and coming late at night.
> >
> > Some of us want to tell people that if a Sprint rep posts: "You have 14
> > days, try it out, you only pay for time used"; THEY ARE FLAT LYING BY
> > OMISSION, as you will also be charged $36 activation and about $5 in
> > taxes and fees, and likely an extra month of service as a full billing
> > period will have started.
> >
> > Some of us want to tell users who find they now live in a dead zone
> > (despite what has been told and mapped) they don't have to wait for a
> > contract expiration. The common law principle of FIT FOR PURPOSE takes
> > precedence, regardless of language in Terms & Conditions.
> >
> > And the cutest trick of all is when a Customer is in a known dead zone,
> > Sprint may attempt to trick them into a longer term contract by saying
> > "Oh, you just need this new Sanyo 8100, it has great reception"
> >
> > Some of us want to tell users that if a Sprint employee says "Try your
> > phone in Europe"; they don't know what they are talking about because it
> > flat won't work, as Sprint uses CDMA, and Europe uses GSM phones. Or if
> > they later say "We have rental phones for Europe", that will be your
> > most expensive option.
> >
> > Sprint employees push new phones; "The Sanyo 8100 is great", ignoring it
> > has no speaker phone. "The Sony T608 will be Great", ignoring that
> > pictures it takes can not be sent by Sprints picturemail. "The Treo 300
> > is great", ignoring its sealed internal battery causes grief because it
> > can not be supplied with a spare battery like every other Sprint Palm
> > phone.
> >
> > Some of us want to tell users that if *2 folks are unhelpful (and
> > stories like that still get posted daily) they can escalate to Executive
> > Services, whose number (and other useful numbers are posted at:
> > http://www.circuitsavings.com/spcsin...e_numbers.html
> >
> > A Sprint apologist tells how he just called *2 and got good service.
> > (Always believe a 3rd party survey -like JD Power - before anecdotal
> > evidence), I call *2 and still using a common Sprint trick a call is not
> > escalated as promised but passed to another front line CSR.
> >
> > Sprint employees tell folks "Just go to the store and they'll Flash your
> > phone, or transfer data or whatever", omitting the fact this almost
> > never is done on a "While you wait" basis. "Leave your phone, we'll
> > try and get to it today". In a few cases, phones have gotten the
> > "sunshine" treatment. i.e. they got sunshine, but no update.
> >
> > Most SprintPCS employees do often post useful information, but in their
> > anxiety to answer every question, often answers are guesses, and wrong
> > guesses at that. Worst of all is former employees. They were debating
> > for 3 days what the Vision charge is on a Palm Phone ($15 or $30/month).
> > I discovered for many users even at the high per/K rate of not having a
> > Vision plan, you may actually use far less than $15 worth if you only
> > use a browser 1 or 2 times a week. I think $3 is less than $15. But why
> > the Sprint web site doesn't post data useage like it does minutes useage
> > is just symptomatic of an out-of-date computer system, that can't handle
> > shared minute plans on the web.
> >
> > Some Sprint employees and apologists will attack the messenger and
> > ignore the message when true stories are posted, cause its something
> > they'd rather folks not know about. Those Sprint apologists are anxious
> > to divert attention from issues raised, so they nit pick, they insult,
> > they complain about grammar, they ask repeatedly for urls. I WILL NOT BE
> > INTIMIDATED BY ANY PERSONAL ATTACKS, which will prove counterproductive.
> > Every personal attack will be met by my posts telling THE REST OF THE
> > STORY.
> >
> > Sprint: Good Network - Abysmal Customer Service.
> > Good Prices - Abysamal Billing.
> > You may be entitled to a discount
> > if your company has deal with Sprint.
> > Some Good Phones : Secrecy on Bug Updates
> > Some benefits in renewing contract : Much better if you
> > know where to ask.
> > (check the phoine # url above)
> > Sprint brags on accepting Industry Consumer Code:
> > Sprint has so far done ZERO to change to comply.
> > Helpful employees posting answers on Usenet:
> > Many answers are wild-ass guess and wrong.
> >
> > ===
> > However when one is choosing a cellular carrier COVERAGE for one's
> > unique situation should always be most important. Customer Service does
> > not bring Customers in or keep them from signing up, it does cause them
> > to leave and Sprint's churn rate remains abyssmal, and SprintPCS is
> > still not profittable.
> >
> > Justin, our next goal should be to make this into a FAQ.
>
> [posted via phonescoop.com]

[posted via phonescoop.com]

Consumer Reports and others have also ranked Sprint POS at the bottom.

Just because you don't like what JD Powers says doesn't make your
atacking their credibity any more valid. What is your credibility?
Sources? Facts?

Right.

[posted via phonescoop.com]

samiam@hotmail.com (Sam Iam) wrote in article
<vnue5psfbrq6a6@corp.supernews.com>:
> Consumer Reports and others have also ranked Sprint POS at the bottom.
>
> Just because you don't like what JD Powers says doesn't make your
> atacking their credibity any more valid. What is your credibility?
> Sources? Facts?
>
> Right.
>
> [posted via phonescoop.com]

Thank you

[posted via phonescoop.com]

BP is pretty funny in a tragic kind of way.

first he recites the rhetoric spoon fed to him as a CS rep.

Then when ultimately he doesn't have anything to substantiate it, he
reverts to the uniquely American neurotic pseudo-polite CS mantra of
passive aggression aka the "thank you" that really means "**** you."

typical.

BP: get a clue and stop regurgitating the rhetoric you've been
programmed with. I mean you have to do your job, not be a total tap
dancing fool about it.

If you want to do that, join the military and ask for front lines
assignment or something.

[posted via phonescoop.com]

Are you just mad becuz I told you to stop posting your lame ass story
over and over and over again... Dude get over it.. I told you.. I
understood it the first time you psoted it, and AGREED with it.. Sprint
did you wrong, I AGREE with that. You are COMPLETELY right Sprint needs
to shape up, or loose out.. But damn dude it only needs to be expressed
ONE TIME!

And Saying "Thank You" was not meant as "**** You" it was my way of
thanking you for the debate, now I'm ending it..
If I meant "**** You" I would have SAID "**** YOU!"

Now.. again

Thank You!

samiam@hotmail.com (Sam Iam) wrote in article
<vnuii9131i1ua4@corp.supernews.com>:
> BP is pretty funny in a tragic kind of way.
>
> first he recites the rhetoric spoon fed to him as a CS rep.
>
> Then when ultimately he doesn't have anything to substantiate it, he
> reverts to the uniquely American neurotic pseudo-polite CS mantra of
> passive aggression aka the "thank you" that really means "**** you."
>
> typical.
>
> BP: get a clue and stop regurgitating the rhetoric you've been
> programmed with. I mean you have to do your job, not be a total tap
> dancing fool about it.
>
> If you want to do that, join the military and ask for front lines
> assignment or something.
>
> [posted via phonescoop.com]

[posted via phonescoop.com]

Not only has Jd power and consumer reports rank at the bottom, the very
bottom, the cs stinks. Not only do you have to pay a fee every time you
call, but you are treated like you are a moron and are talking to a
montonic person... great customer service huh?

samiam@hotmail.com (Sam Iam) wrote in article
<vnue5psfbrq6a6@corp.supernews.com>:
> Consumer Reports and others have also ranked Sprint POS at the bottom.
>
> Just because you don't like what JD Powers says doesn't make your
> atacking their credibity any more valid. What is your credibility?
> Sources? Facts?
>
> Right.
>
> [posted via phonescoop.com]

[posted via phonescoop.com]

>Not only do you have to pay a fee every time you

You pay no fee when calling *2 - fee for calling was stopped well over one year
ago.

Call *4 - you use minutes but no fee

LOL. Watch out you'll get flamed by every cheerleader here now and
they'll call you a troll in the process.

As yes a lot of them are btw the same A-holes who worked for Sprint POS,
so it's not exactly surprising.

[posted via phonescoop.com]

I dont work for sprint nor do i have sprint. I had my fiance change from
sprint because everytime something was wrong with his phone he called in
and was charged like $6.75. Dropped calls-$6.75, voicemail not working?
$6.75. And they spoke to you in a monotonic voice that would drive a
person crazy.

samiam@hotmail.com (Sam Iam) wrote in article
<vnulbdjpu0286d@corp.supernews.com>:
> LOL. Watch out you'll get flamed by every cheerleader here now and
> they'll call you a troll in the process.
>
> As yes a lot of them are btw the same A-holes who worked for Sprint POS,
> so it's not exactly surprising.
>
> [posted via phonescoop.com]

[posted via phonescoop.com]

>everytime something was wrong with his phone he called in
>and was charged like $6.75. Dropped calls-$6.75, voicemail not working?
>$6.75.

There is no charge to call *2 - something is missing in this story.

In article <20031004201717.05886.00000239@mb-m10.aol.com>,
whoishere9160779@aol.com (Whoishere9160779) wrote:

> >everytime something was wrong with his phone he called in
> >and was charged like $6.75. Dropped calls-$6.75, voicemail not working?
> >$6.75.
>
> There is no charge to call *2 - something is missing in this story.

Two years ago there was for a while.

> There is no charge to call *2 - something is missing in this story.
>
>Two years ago there was for a while.
>

That is true - I have already said that in another post - but doubt OP is
talking about something from 2 years ago.