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  1. #1
    rjljunk
    Guest
    I called *2 recently, and after waiting 10 minutes, was told by the customer
    service rep to call back the automated assistant and just say "PRL Update."
    Of course when I did this, Claire said "OK, let me get someone to help you,"
    and I got stuck on hold again. Has anyone else encountered this problem?





    See More: PRL Updates




  2. #2
    Peterbilt
    Guest

    Re: PRL Updates

    I tried to call yesterday and when Claire ask what she could do for me I
    just said PRL Update and then put me on hold. I didn't speak to a CSR first
    but I couldn't wait the 20 minutes on hold so I hung up after 12. Claire
    might possibly put you in queue with another department but I'm not sure if
    this is true or not.

    "rjljunk" <[email protected]> wrote in message
    news:C%[email protected]
    > I called *2 recently, and after waiting 10 minutes, was told by the

    customer
    > service rep to call back the automated assistant and just say "PRL

    Update."
    > Of course when I did this, Claire said "OK, let me get someone to help

    you,"
    > and I got stuck on hold again. Has anyone else encountered this problem?
    >
    >






  3. #3
    David
    Guest

    Re: PRL Updates

    In article <[email protected]>,
    "Peterbilt" <amazon-*****@REMOVETHISeudoramail.com> wrote:

    > I tried to call yesterday and when Claire ask what she could do for me I
    > just said PRL Update and then put me on hold. I didn't speak to a CSR first
    > but I couldn't wait the 20 minutes on hold so I hung up after 12. Claire
    > might possibly put you in queue with another department but I'm not sure if
    > this is true or not.



    No you just get a vanilla CSR, that has a 40% chance of even knowing
    what a PRL is, let alone being willing to tag your phone for an over the
    air update.



  4. #4
    Mark E. Daniel
    Guest

    Re: PRL Updates

    David <[email protected]> wrote:
    > No you just get a vanilla CSR, that has a 40% chance of even knowing
    > what a PRL is, let alone being willing to tag your phone for an over the
    > air update.


    Wonder why a CSR has to set the flag? I mean either A) Just let Claire
    do it in response to PRL Update, or B let it be checked upon connection
    to *2 and done automaticly.



  5. #5
    RexYBlue
    Guest

    Re: PRL Updates

    On Sat, 13 Dec 2003 00:25:06 GMT, "rjljunk" <[email protected]>
    wrote:
    >I called *2 recently, and after waiting 10 minutes, was told by the customer
    >service rep to call back the automated assistant and just say "PRL Update."
    >Of course when I did this, Claire said "OK, let me get someone to help you,"
    >and I got stuck on hold again. Has anyone else encountered this problem?


    Ah... another victim of a CSR who either didn't know the procedure or
    didn't care, I'd guess. The CSR has to flag your account first, then
    calling *2 again starts the update automatically. Sure seems to me
    this is something that could be automated, but it isn't.





    ----------------------------
    To email me, remove the zz.



  6. #6
    Steven J Sobol
    Guest

    Re: PRL Updates

    Mark E. Daniel <[email protected]> wrote:
    > David <[email protected]> wrote:
    >> No you just get a vanilla CSR, that has a 40% chance of even knowing
    >> what a PRL is, let alone being willing to tag your phone for an over the
    >> air update.

    >
    > Wonder why a CSR has to set the flag? I mean either A) Just let Claire
    > do it in response to PRL Update, or B let it be checked upon connection
    > to *2 and done automaticly.


    You can do it yourself any time with Verizon by dialing *228. I believe the
    same is also true of Alltel.

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



  7. #7
    Mike
    Guest

    Re: PRL Updates

    David wrote:
    > In article <[email protected]>,
    > "Peterbilt" <amazon-*****@REMOVETHISeudoramail.com> wrote:
    >
    >
    >>I tried to call yesterday and when Claire ask what she could do for me I
    >>just said PRL Update and then put me on hold. I didn't speak to a CSR first
    >>but I couldn't wait the 20 minutes on hold so I hung up after 12. Claire
    >>might possibly put you in queue with another department but I'm not sure if
    >>this is true or not.

    >
    >
    >
    > No you just get a vanilla CSR, that has a 40% chance of even knowing
    > what a PRL is, let alone being willing to tag your phone for an over the
    > air update.


    Not necessarily the truth. I called last night between midnight and 1 am
    central. I said "PRL Update" to Claire, who directed me to a friendly
    woman in tech-support. She took care of flagging the account. The hold
    time was around 20 minutes, but I had other tasks to complete, so I just
    plugged in a headset.

    I do often find that I talk to people that aren't really related to the
    reason I called. It's like there's a scoring system that gives an
    operator a weighted score for relevance and for availability each, and
    then transfers to the highest score. Just a guess at a system I have no
    knowledge of, except as a customer calling.
    -mike




  8. #8
    morlock
    Guest

    Re: PRL Updates

    I I just called *2 (8100 with PRL10019), and Claire told me I needed an
    update before proceeding. Within one minute, the update was done.

    Guess I got lucky.

    -morlock



  9. #9
    David
    Guest

    Re: PRL Updates

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

    > The hold
    > time was around 20 minutes


    But the Sprint apologists typically jump on anyone who tells us that.



  10. #10
    Peterbilt
    Guest

    Re: PRL Updates

    That's funny, my PRL is 10021. What is PRI? Whatever it is I have 0x1a09.
    Does location matter with the PRL? I'm in NYC.

    "morlock" <[email protected]> wrote in message
    news:121220032313142121%[email protected]
    > I I just called *2 (8100 with PRL10019), and Claire told me I needed an
    > update before proceeding. Within one minute, the update was done.
    >
    > Guess I got lucky.
    >
    > -morlock






  11. #11
    Bob Smith
    Guest

    Re: PRL Updates


    "David" <[email protected]> wrote in message
    news:[email protected]
    > In article <[email protected]>,
    > Mike <[email protected]> wrote:
    >
    > > The hold
    > > time was around 20 minutes

    >
    > But the Sprint apologists typically jump on anyone who tells us that.


    Oh Phillipe? Just who has jumped on anyone here on this issue? What a little
    silly immature boy you are ...

    Bob





  12. #12
    Greg
    Guest

    Re: PRL Updates

    And US Cellular.


    > You can do it yourself any time with Verizon by dialing *228. I believe

    the
    > same is also true of Alltel.
    >







  13. #13
    New Yorker
    Guest

    Re: PRL Updates

    I happened to call *2 because I wanted to speak to a rep and claire
    automatically upgraded my prl and then put me in queue to speak to a rep.
    It took about a minute and was painless.

    NYer

    "rjljunk" <[email protected]> wrote in message
    news:C%[email protected]
    > I called *2 recently, and after waiting 10 minutes, was told by the

    customer
    > service rep to call back the automated assistant and just say "PRL

    Update."
    > Of course when I did this, Claire said "OK, let me get someone to help

    you,"
    > and I got stuck on hold again. Has anyone else encountered this problem?
    >
    >






  14. #14
    plane
    Guest

    Re: PRL Updates

    RexYBlue <[email protected]> wrote in message news:<[email protected]>...
    > On Sat, 13 Dec 2003 00:25:06 GMT, "rjljunk" <[email protected]>
    > wrote:
    > >I called *2 recently, and after waiting 10 minutes, was told by the customer
    > >service rep to call back the automated assistant and just say "PRL Update."
    > >Of course when I did this, Claire said "OK, let me get someone to help you,"
    > >and I got stuck on hold again. Has anyone else encountered this problem?

    >
    > Ah... another victim of a CSR who either didn't know the procedure or
    > didn't care, I'd guess. The CSR has to flag your account first, then
    > calling *2 again starts the update automatically. Sure seems to me
    > this is something that could be automated, but it isn't.
    >
    >
    >
    >
    >
    > ----------------------------
    > To email me, remove the zz.


    Not defending the csr's, however there are several analogy's to this.
    Take your typical MD (doctor)--do you think they are aware of every
    drug made or medical proceedure, hardly. The average doctor may use
    maybe 20-25 drugs, commonly--yet of these say 25 commonly used drugs
    there may be at a least a 1000 of more different brands, and then you
    get into generics, etc--almost countless variations (you learn the
    ones you use, and use a reference, usually a PDR for more info on the
    ones the other guys are using--there is simply too much info to be
    aware of every drug.

    Yet these folks are possibly the best educated, and re-educated,
    dedicated folks around..they have to look at not only PDR's but
    numerous other reference material, every day---a patient may often
    hear about a new drug or proceedure before the doctor, in say a really
    good medical journal, you know, the readers digest or ER, etc.



    So a reader of a forum picks up a new cell term, which 99 and
    44/100ths %( how many posters do we have divided by the 80 million
    cell phone accounts) of the rest of the cell phone using world have
    never heard of or give a flying f**k about ( what do you think is the
    most common question,"how do I turn my phone on, or something about a
    prl?"

    Is it realiastic for a CSR to know everything about a cell phone. You
    learn the answers to the 20 or 30 things you are asked about 30 times
    an hour, not the odd ball stuff you are asked about once a month ( and
    the proceeure for fixing it has been changed to take care of it, etc,
    etc).

    And for those of you who have never been on the other side of the
    customer service desk, or have never had to deal with the public in
    general, you might want to cut these folks a little slack; and also,
    every once in a while you will find ond of these folks who you can
    learn something from, if you don't piss them off first, so that they
    really don't care if they help you or not.

    I've had to deal with c/s on an odd ball thing this week, was
    frustrated that I had to explain the same odd thing about 3 times, but
    they at least acted interested and we finally arrived at some
    resolution--could have been better, but could have been worse too



  15. #15
    David
    Guest

    Re: PRL Updates

    That was one of the most long winded apologies for the undertrained CSRs
    at SprintPCS.

    Heavens forfend they have a simple list like is available at
    www.sprintpcsinfo.com of firmware versions to refer to. Not quite as
    complicated as a PDR. I 've called in enough times and gotten CSRs that
    flat didn't know what a PRL was. And if you run into anything they don't
    know, and ask to have a call escalated they'll hang up on you or just
    through back to Claire; but thats because Handle Time is their top
    priority, and the other priority is upselling.



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