Results 1 to 15 of 48
- 04-11-2004, 12:06 PM #1MikeGuest
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
- 04-11-2004, 12:20 PM #2Bob SmithGuest
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?
>
- 04-11-2004, 12:37 PM #3MikeGuest
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
- 04-11-2004, 01:01 PM #4EricGuest
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
- 04-11-2004, 02:19 PM #5Bob SmithGuest
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
- 04-11-2004, 05:03 PM #6John RichardsGuest
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
- 04-11-2004, 05:04 PM #7Robert 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
- 04-11-2004, 05:07 PM #8Robert 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.
- 04-11-2004, 05:12 PM #9JRWGuest
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)
- 04-12-2004, 01:14 AM #10O/SirisGuest
Re: Executive Services
In article <[email protected]>,=20
[email protected] says...
> "Bob Smith" <[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
- 04-12-2004, 01:14 AM #11O/SirisGuest
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
- 04-12-2004, 04:34 AM #12Robert M.Guest
Re: Executive Services
In article <[email protected]>,
O/Siris <0siris@sprîntpcs.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.
- 04-12-2004, 05:31 AM #13Bob SmithGuest
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
- 04-12-2004, 07:30 AM #14Cell mergerGuest
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
- 04-12-2004, 07:31 AM #15Cell mergerGuest
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.
Similar Threads
- alt.cellular.sprintpcs
- alt.cellular.sprintpcs
- alt.cellular.sprintpcs
- alt.cellular.sprintpcs
- General Cell Phone Forum
Creditare Eficientă
in Chit Chat