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  1. #1
    Mike
    Guest
    I've been on the NG for some time, but I have to ask - what's the deal
    with Executive Services? I've not learned much about it. One person will
    throw it out there (a lot) and another will freak out...

    What's the deal?

    What can they do?

    What is the call experience like?

    Is there a bad side for the end user (me)?

    I've detailed in posts elsewhere that my Circuit City coverage has done
    a great deal in keeping me in phones, but has made it impossible for me
    to get a rebate on a phone of my choice. While I suspect Robert M. might
    suggest I call them, and such a suggestion is greatly appreciated,
    others in the group might not. I'm curious about that, and I'd like to
    learn more.

    -mike




    See More: Executive Services




  2. #2
    Bob Smith
    Guest

    Re: Executive Services


    "Mike" <[email protected]> wrote in message
    news:[email protected]
    > I've been on the NG for some time, but I have to ask - what's the deal
    > with Executive Services? I've not learned much about it. One person will
    > throw it out there (a lot) and another will freak out...
    >
    > What's the deal?
    >
    > What can they do?
    >
    > What is the call experience like?
    >
    > Is there a bad side for the end user (me)?


    Executive Services is the end of the line in customer service. It's only
    when problems or concerns can not be handled by the primary customer service
    staff, or either vision specialists or tier two technicians. One does not
    call them to waste their time on minisule questions or issues.

    Previously, they had published their phone number, but after it got around,
    every Tom, Dick & Harry called that number for the most simplistic questions
    etc. The time it took to answer those questions, which should have been
    directed to the customer service dept, clogged up the lines, and wait time
    for those that needed more than what regular CS could provide.

    Ole Phillipe believes it's ok to waste ES's time for anything, and bypass
    the normal protocol of calling CS.

    >
    > I've detailed in posts elsewhere that my Circuit City coverage has done
    > a great deal in keeping me in phones, but has made it impossible for me
    > to get a rebate on a phone of my choice. While I suspect Robert M. might
    > suggest I call them, and such a suggestion is greatly appreciated,
    > others in the group might not. I'm curious about that, and I'd like to
    > learn more.
    >
    > -mike


    You do know that Circuit City no longer sells SPCS's line of phones?
    >






  3. #3
    Mike
    Guest

    Re: Executive Services

    Bob Smith wrote:

    > "Mike" <[email protected]> wrote in message
    > news:[email protected]
    >
    >>I've been on the NG for some time, but I have to ask - what's the deal
    >>with Executive Services? I've not learned much about it. One person will
    >>throw it out there (a lot) and another will freak out...
    >>
    >>What's the deal?
    >>
    >>What can they do?
    >>
    >>What is the call experience like?
    >>
    >>Is there a bad side for the end user (me)?

    >
    >
    > Executive Services is the end of the line in customer service. It's only
    > when problems or concerns can not be handled by the primary customer service
    > staff, or either vision specialists or tier two technicians. One does not
    > call them to waste their time on minisule questions or issues.
    >
    > Previously, they had published their phone number, but after it got around,
    > every Tom, Dick & Harry called that number for the most simplistic questions
    > etc. The time it took to answer those questions, which should have been
    > directed to the customer service dept, clogged up the lines, and wait time
    > for those that needed more than what regular CS could provide.
    >
    > Ole Phillipe believes it's ok to waste ES's time for anything, and bypass
    > the normal protocol of calling CS.


    Do you think they can help me with my issue? In reality I've not bought
    a phone in about 19 months. Not a single penny has gone into a handset
    since September 2002.

    >>I've detailed in posts elsewhere that my Circuit City coverage has done
    >>a great deal in keeping me in phones, but has made it impossible for me
    >>to get a rebate on a phone of my choice. While I suspect Robert M. might
    >>suggest I call them, and such a suggestion is greatly appreciated,
    >>others in the group might not. I'm curious about that, and I'd like to
    >>learn more.
    >>
    >>-mike

    >
    >
    > You do know that Circuit City no longer sells SPCS's line of phones?


    I do. They are still honoring their extended coverages, just like they
    did when they dropped appliances. I just call their hotline and tell
    them what issues I'm having. They confirm my address and send a new
    phone. The phones have all been brand new and have packing slips from
    Lockline. I put my old handset (only - retain all
    accessories/manuals/batteries etc...) in a padded envelope, affix a
    prepaid label and get it to FedEx within a month. No credit cards or
    deductables required, and no limit on the number of phones. Day 1
    performance is their standard.

    Easy.

    My VGA 1000 is acting up now, and I'm sick of always moving into a new
    phone, so I'm thinking about calling it in a last time and selling it,
    plus my iPod on eBay (the warranty is transferrable) and putting the
    money toward something non-Samsung off my list:
    PM-6225
    RL7300
    VM4000
    PM-8200

    I'll even resist the Samsung i550... probably.
    -mike




  4. #4
    Eric
    Guest

    Re: Executive Services

    <<I've detailed in posts elsewhere that my Circuit City coverage has
    done a great deal in keeping me in phones, but has made it impossible
    for me to get a rebate on a phone of my choice.>>

    Calling Executive Services is recommended for anyone who first tries to
    get an issue resolved with regular customer care and failed. The
    problem many people have with Phillipe/Robert M.'s consistent urging of
    calling Executive Services is that he tells people to do so even before
    that person tries regular *2 first. I have nothing against calling ES
    if one finds regular CS unhelpful.

    In your situation, I would call Customer Care and see if you could
    qualify for the handset upgrade program. You have to have had the same
    phone # for 18 months, but it could be possible that they would be
    flexible with you if you had to swap out handsets due to defects -- no
    proof of this, but doesn't hurt to ask. It helps if you are a customer
    with an excellent payment history, and it would probably require a new
    advantage agreement to get a rebate.

    If nothing else works, call executive services and see if they can help
    you. Look at other providers and see what specials/deals they have and
    if you are nearing the end of your contract, you can use that to maybe
    push their hand if they know you have been looking elsewhere. Ebay is
    also a good source for buying used/new phones at under retail cost...
    then you would just have to do an ESN swap.

    Hope this helps,
    Eric





  5. #5
    Bob Smith
    Guest

    Re: Executive Services


    "Mike" <[email protected]> wrote in message
    news:[email protected]
    > Bob Smith wrote:
    >
    > > "Mike" <[email protected]> wrote in message
    > > news:[email protected]
    > >
    > >>I've been on the NG for some time, but I have to ask - what's the deal
    > >>with Executive Services? I've not learned much about it. One person will
    > >>throw it out there (a lot) and another will freak out...
    > >>
    > >>What's the deal?
    > >>
    > >>What can they do?
    > >>
    > >>What is the call experience like?
    > >>
    > >>Is there a bad side for the end user (me)?

    > >
    > >
    > > Executive Services is the end of the line in customer service. It's only
    > > when problems or concerns can not be handled by the primary customer

    service
    > > staff, or either vision specialists or tier two technicians. One does

    not
    > > call them to waste their time on minisule questions or issues.
    > >
    > > Previously, they had published their phone number, but after it got

    around,
    > > every Tom, Dick & Harry called that number for the most simplistic

    questions
    > > etc. The time it took to answer those questions, which should have been
    > > directed to the customer service dept, clogged up the lines, and wait

    time
    > > for those that needed more than what regular CS could provide.
    > >
    > > Ole Phillipe believes it's ok to waste ES's time for anything, and

    bypass
    > > the normal protocol of calling CS.

    >
    > Do you think they can help me with my issue? In reality I've not bought
    > a phone in about 19 months. Not a single penny has gone into a handset
    > since September 2002.


    They might, if you can produce some documentation from CC, showing that
    those phones were replaced under their warranty. Try calling CS, and ask for
    a manager and re-explain your situation. If they can't help you, then asked
    to be transferred to Executive Services, or call up Executive Services.

    As Rob mentioned, there is no mechanism in place between CC & SPCS with
    regards to CC's extended warranty.

    Bob





  6. #6
    John Richards
    Guest

    Re: Executive Services

    "Bob Smith" <[email protected]> wrote in message news:[email protected]

    > As Rob mentioned, there is no mechanism in place between CC & SPCS with
    > regards to CC's extended warranty.


    Which illustrates that Sprint's criteria for deciding whether a customer is
    eligible for a new phone rebate is illogical. The only consideration should be
    whether or not Sprint paid that customer a rebate in the past 18 months.
    IOW, everyone should be eligible for one new phone rebate from Sprint every
    18 months.

    --

    John Richards





  7. #7
    Robert M.
    Guest

    Re: Executive Services



    > Bobbie Smith wrote:
    >


    > >
    > > {he} believes it's ok to waste ES's time for anything, and bypass
    > > the normal protocol of calling CS.


    This is such a bald faced lie it's a good way to lose customers for
    SprintPCS.

    If someone has been screwed over by billing (like getting three Early
    termination Fees, when zero are appropriate), or lied to by *2, or can't
    get the 18 month Rebate rule to work, by all means they should call
    Executive Services. I NEVER said call them first. Maybe you're
    thinking ofhttp://www.sprintpcsinfo.com

    Which gives the phone number of executive services.

    866-519-5698

    Perhaps when I had one of my phone numbers turned off for no reason that
    could be found by anyone, and *2 said they only got an error message
    when they tried to fix it, I shouldn't have called Executive Services ???

    That is the whole problem with SprintPCS' worst customer service. No
    problem escalation. You hit a glass ceiling on the first phone call
    where they'll say someone will call you back, but that NEVER happens.

    Time to call Excecutive Services when that happens.

    866-519-5698



  8. #8
    Robert M.
    Guest

    Re: Executive Services

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

    > I've been on the NG for some time, but I have to ask - what's the deal
    > with Executive Services? I've not learned much about it. One person will
    > throw it out there (a lot) and another will freak out...
    >
    > What's the deal?
    >
    > What can they do?
    >
    > What is the call experience like?
    >
    > Is there a bad side for the end user (me)?


    Executive Services people have no handle time limit, and DO have the
    authority to get things done to solve problems. Usually you'll get a
    person who will take ownership of a problem, and likely will quickly
    solve it.

    If only *2 folks had have the training, authority and instructions to
    take ownership of a problem, things could be so much better. However
    they can't; they have strictly enforced handle times, and strictly
    enforced sales quotas, resulting in quick burnout and high turnover of
    the *2 folks.



  9. #9
    JRW
    Guest

    Re: Executive Services

    Bob Smith wrote:
    > Previously, they had published their phone number, but after it got around,
    > every Tom, Dick & Harry called that number for the most simplistic questions
    > etc.


    Mostly just one dick...Phillipe (Robert M, Cell Merger, etc. +63)




  10. #10
    O/Siris
    Guest

    Re: Executive Services

    In article <[email protected]>,=20
    [email protected] says...
    > "Bob Smith" <u[email protected]> wrote in message news:ELhec=

    [email protected]
    >=20
    > > As Rob mentioned, there is no mechanism in place between CC & SPCS with
    > > regards to CC's extended warranty.

    >=20
    > Which illustrates that Sprint's criteria for deciding whether a customer =

    is
    > eligible for a new phone rebate is illogical. The only consideration sho=

    uld be
    > whether or not Sprint paid that customer a rebate in the past 18 months.
    > IOW, everyone should be eligible for one new phone rebate from Sprint eve=

    ry
    > 18 months.
    >=20
    >=20


    We're getting a bit closer to that standard. With some subtle=20
    changes to the HUP program coming into effect on the 25th, we'll have=20
    made a small step in that direction.

    Circuit City, as Mike has said, provides him a new phone. He is,=20
    therefore, getting an even higher service level than HUP provides. =20
    That makes HUP, in effect, a downgrade of his service.

    --=20
    R=D8=DF
    O/Siris
    I work for Sprint PCS
    I *don't* speak for them



  11. #11
    O/Siris
    Guest

    Re: Executive Services

    In article <[email protected]>,=20
    [email protected] says...
    > Perhaps when I had one of my phone numbers turned off for no reason that=

    =20
    > could be found by anyone, and *2 said they only got an error message=20
    > when they tried to fix it, I shouldn't have called Executive Services ???
    >=20


    Actually, no, you shouldn't have. We in Customer Care should have=20
    called our numbering resource center, which troubleshoots the=20
    database of available numbers, to find out what was going on.

    --=20
    R=D8=DF
    O/Siris
    I work for Sprint PCS
    I *don't* speak for them



  12. #12
    Robert M.
    Guest

    Re: Executive Services

    In article <[email protected]>,
    O/Siris <[email protected]întpcs.com> wrote:

    > In article <[email protected]>,
    > [email protected] says...
    > > Perhaps when I had one of my phone numbers turned off for no reason that
    > > could be found by anyone, and *2 said they only got an error message
    > > when they tried to fix it, I shouldn't have called Executive Services ???
    > >

    >
    > Actually, no, you shouldn't have. We in Customer Care should have
    > called our numbering resource center, which troubleshoots the
    > database of available numbers, to find out what was going on.


    That was done too. I figure after 36 hours if they cant figure out how
    to reactivate an account its time for Executive Services.



  13. #13
    Bob Smith
    Guest

    Re: Executive Services


    "Robert M." <[email protected]> wrote in message
    news:[email protected]
    >
    >
    > > Bobbie Smith wrote:
    > >

    >
    > > >
    > > > {he} believes it's ok to waste ES's time for anything, and bypass
    > > > the normal protocol of calling CS.

    >
    > This is such a bald faced lie it's a good way to lose customers for
    > SprintPCS.


    Misquoting posts again Phillipe?

    >
    > If someone has been screwed over by billing (like getting three Early
    > termination Fees, when zero are appropriate), or lied to by *2, or can't
    > get the 18 month Rebate rule to work, by all means they should call
    > Executive Services. I NEVER said call them first. Maybe you're
    > thinking ofhttp://www.sprintpcsinfo.com


    Nope. I'm specifically talking about you, and telling folks to call ES,
    before they've been in contact with CS. And no, I'm not going to look back
    through all your posts to cite any of them ...

    >
    > Which gives the phone number of executive services.
    >
    > 866-519-5698
    >
    > Perhaps when I had one of my phone numbers turned off for no reason that
    > could be found by anyone, and *2 said they only got an error message
    > when they tried to fix it, I shouldn't have called Executive Services ???
    >

    Oh? Did this happen to you Phillipe? I don't recall you ever complaining
    about that. If it didn't, why did you preface the paragraph with "Perhaps".
    Are you starting another false argument here?

    > That is the whole problem with SprintPCS' worst customer service. No
    > problem escalation. You hit a glass ceiling on the first phone call
    > where they'll say someone will call you back, but that NEVER happens.
    >


    See, that's where you are wrong again. In two of the few cases I needed to
    correct something, I was told I'd get a call back ... and they did call me
    back.

    > Time to call Excecutive Services when that happens.
    >
    > 866-519-5698


    It's time you learned how to ***** ...

    Bob





  14. #14
    Cell merger
    Guest

    Re: Executive Services

    Bobbie Smith still with the childish insults.

    Why are you afraid for people to solve the problems the worst customer service
    (Sprints) causes, by calling Executive Services?

    866-519-5698
    direct 817-215-3077



  15. #15
    Cell merger
    Guest

    Re: Executive Services

    Eric says:

    If nothing else works, call executive services and see if they can help
    you.


    Rut Roh - Bobbie Smith won't like that.



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