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- 09-29-2003, 02:53 AM #1Phill.Guest
Sprint has outsourced its email to Sprint from the web to India.
Sprint calls it eCare, but apparently they only have boilerplate for
your top 10 answers and aren't adequately trained, or don't really
understand English.
I wrote in asking if I could add Vision, or did I need a new Vision plan.
They wrote back that to add Vision for my Samsung I330:
You can add PCS
Vision Premium Pack to your service plan. This service is available
for $15.00 per month. However, this option is free for the first two
month. The features of this service are mentioned below.
1. Unlimited PCS Vision access;
2. Unlimited Web (news, weather, sports, entertainment, plus many
more);
3. Unlimited Messaging (including text messages and email);
4. Up to a $10.00 credit per month towards the download of premium
services (ringers, games, screen savers and other services).
====
I wrote back, pointing out that with an I330, there would be no
downloads of ringers, games and screen savers as they are not supported
on an I330,
my answer 3 days later:
I apologize for delay in responding and for the inconvenience you
have experienced as the information provided was not clear to you.
You can download ringers, screen savers and games to your PCS Vision
device from PCS Web Site. When you purchase any Premium Service from
our Web site you are charged the price associated with the content.
If you add PCS Vision Premium Pack to your service plan, you will
receive a credit of up to $10.00 for purchasing Premium Services.
==
When later they invite me to visit:
https://esurvey.advanis.ca/ecare/
to grade them, of course they get the lowest possible grade.
› See More: BAD ANSWERS FROM INDIA
- 09-29-2003, 07:28 AM #2Lawrence G. MaykaGuest
Re: BAD ANSWERS FROM INDIA
"Phill." <[email protected]> wrote in message
news:[email protected]...
> Sprint has outsourced its email to Sprint from the web to India.
> Sprint calls it eCare, but apparently they only have boilerplate for
> your top 10 answers and aren't adequately trained, or don't really
> understand English.
This has become all too common among vendors. My issue is not with the
nationality of the responders, but rather exactly the issue you point out:
Email answers are often irrelevant boilerplates indicating that the responder
either
1) Doesn't read or write English very well,
2) Doesn't really know anything about company's product line, or
3) Has no authority to give specific assistance beyond the boilerplates.
Like you, I often take the trouble to fill out a customer survey, and to give
the "customer care" the lowest possible grade.
- 09-29-2003, 07:18 PM #3norelprefGuest
Re: BAD ANSWERS FROM INDIA
On Mon, 29 Sep 2003 08:53:40 GMT, "Phill." <[email protected]> said:
I have a better one then that..
My Comcast service was down sporadically for two days. I called and
was told they would look into it. About 10 hours later my IP address
changed (first time in 15 months) and I noticed I was not getting
dropped anymore. I emailed them to ask if the problem has finally
been resolved or if I should expect further drops.
I got the canned response on how to download and run their support
software, and also a few pages describing how to verify the modem
lights for proper operation and how to cycle power on the CM. If that
did not work, call some 1800 number.
I found out later on dslreports.com they were doing upgrades in my
area during that time period which no one at Comcast support seemed to
know about.
I believe many companies are offering email support not as a real
support tool but simply to appear to be providing support. Sprint
appears to be one of them. I've also dealt with my bank and one of my
credit cards and they take email seriously. If adequately manned,
email support CAN save both parties time and money, that's a very big
if.
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