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  1. #1
    FlyFisherman 989
    Guest
    J.D. Power EVERY Year rates SprintPCS worst for Customer Service. Sprint must
    be doing something wrong.

    - CSRs (on the "800" line) with strict handle time limits (6 minutes average)

    - CSRs with upsell quotas - must sell contracts, "Vision" or something

    - CSRs that get downgraded if a call has to be escalated,
    so they often refuse to do so. No one knows how to
    activate "ReadyLink".

    - Long hold times for phone calls - slightly better in 2004, still long.

    - 24/7 phone support is History

    - CSRs that tell you what they think you want to hear
    to rush you off the phone.

    - Serious grief in getting rebates for many people

    - Internet connectivity deteriorating as its oversold.

    - Secret "don't ask - Don't tell" policy of using cellphone
    as modem.

    - Secret Warranties - Recalls that you don't know about
    unless you complain to the right person at
    right time.

    - Stores where firmware upgrades require leaving your phone all day,
    and then often finding out nothing was done.

    - Network changes causing loss of coverage used as excuse to sell you
    new phone with new 2 year contract.

    =================

    Back years ago when I signed up for Sprint, plans were less expensive,
    phones were less expensive, no contract was required, you got FIMF,
    and 24/7 phone support. Quality Nokia and Motorola phones. Now its mainly poor
    reception Samsung phones, and overheating self-destroying Sanyo phones. Today
    you can download 3 ringtones to a Sprint Sanyo 7300, but a similarly priced GSM
    Motorola v400 will accept over 830. Sprint promises to eliminate deadzones,
    many of which still exist 5 years later.

    Bit by bit it's all deteriorated, and SprintPCS now richly deserves its rating
    from J.D. Power of WORST CUSTOMER SERVICE of the major carriers.



    See More: Why SprintPCS is soooo bad




  2. #2
    Steven J Sobol
    Guest

    Re: Why SprintPCS is soooo bad

    FlyFisherman 989 <[email protected]> wrote:
    > J.D. Power EVERY Year rates SprintPCS worst for Customer Service. Sprint must
    > be doing something wrong.


    About 6 or 7 ID changes in one day over in alt.cellular...

    Asshole...


    > - CSRs (on the "800" line) with strict handle time limits (6 minutes average)
    >
    > - CSRs with upsell quotas - must sell contracts, "Vision" or something
    >
    > - CSRs that get downgraded if a call has to be escalated,
    > so they often refuse to do so. No one knows how to
    > activate "ReadyLink".
    >
    > - Long hold times for phone calls - slightly better in 2004, still long.
    >
    > - 24/7 phone support is History
    >
    > - CSRs that tell you what they think you want to hear
    > to rush you off the phone.
    >
    > - Serious grief in getting rebates for many people
    >
    > - Internet connectivity deteriorating as its oversold.
    >
    > - Secret "don't ask - Don't tell" policy of using cellphone
    > as modem.
    >
    > - Secret Warranties - Recalls that you don't know about
    > unless you complain to the right person at
    > right time.
    >
    > - Stores where firmware upgrades require leaving your phone all day,
    > and then often finding out nothing was done.
    >
    > - Network changes causing loss of coverage used as excuse to sell you
    > new phone with new 2 year contract.
    >
    > =================
    >
    > Back years ago when I signed up for Sprint, plans were less expensive,
    > phones were less expensive, no contract was required, you got FIMF,
    > and 24/7 phone support. Quality Nokia and Motorola phones. Now its mainly poor
    > reception Samsung phones, and overheating self-destroying Sanyo phones. Today
    > you can download 3 ringtones to a Sprint Sanyo 7300, but a similarly priced GSM
    > Motorola v400 will accept over 830. Sprint promises to eliminate deadzones,
    > many of which still exist 5 years later.
    >
    > Bit by bit it's all deteriorated, and SprintPCS now richly deserves its rating
    > from J.D. Power of WORST CUSTOMER SERVICE of the major carriers.


    --
    JustThe.net Internet & New Media Services, http://JustThe.net/
    Steven J. Sobol, Geek In Charge / 888.480.4NET (4638) / [email protected]
    PGP Key available from your friendly local key server (0xE3AE35ED)
    Apple Valley, California Nothing scares me anymore. I have three kids.



  3. #3
    Sprint Nambla
    Guest

    Re: Why SprintPCS is soooo bad

    > Asshole...

    Are you the Nambla poster?



  4. #4
    Leisa
    Guest

    Re: Why SprintPCS is soooo bad

    I usually ignore him, but I'll play along today.

    "FlyFisherman 989" <[email protected]> wrote in message
    news:[email protected]
    > J.D. Power EVERY Year rates SprintPCS worst for Customer Service. Sprint

    must
    > be doing something wrong.
    >
    > - CSRs (on the "800" line) with strict handle time limits (6 minutes

    average)
    >


    Call handling goal, not limit, and not strict. FWIW, my personal handling
    time is 5 minutes, which is far below goal (I have no idea what goal is, I'm
    always below, so I don't care). My customer service scores for both call
    satisfaction and call resolution are 9s and 10s on a 1-10 scale. I must be
    doing something right, and it doesn't take more than 6-7 minutes to do it.
    I've been in customer service for over 10 years, I talk very fast by nature,
    I grasp things quickly, and I can usually have the problem resolved by the
    time the customer has finished telling me their life story (which I do *not*
    need to know to determine why you can't receive calls, thankyouverymuch).


    > - CSRs with upsell quotas - must sell contracts, "Vision" or something


    Again, no quota, just a goal, and mine at least is low. I sell one or two
    things every couple of days, and I meet it. No biggy.

    >
    > - CSRs that get downgraded if a call has to be escalated,
    > so they often refuse to do so. No one knows how to
    > activate "ReadyLink".
    >


    I have never been downgraded on a call for it being escalated. The
    escalation should be warranted, though. There are people out there who will
    try to escalate a call to someone else because they don't want to handle it.
    Those people should be coached on how to handle the call, and the escalated
    call should not be accepted. They need to do their job, and if they don't
    like it or don't know how to do it, or don't care, they need to find a
    different job.

    > - Long hold times for phone calls - slightly better in 2004, still long.
    >


    Little to no hold time in my line of business since the last shift change in
    June. We do shift bids about once a year; the shifts are adjusted to reflect
    expected call volumes at specific times of the day or days of the week.

    > - 24/7 phone support is History


    Really? I wonder what all my friends who work 9pm-6am are doing, then?

    >
    > - CSRs that tell you what they think you want to hear
    > to rush you off the phone.


    Actually, I usually have to tell people what they *don't* want to hear,
    because some things can't be fixed with just a phone call.


    > - Serious grief in getting rebates for many people
    >
    >
    > - Internet connectivity deteriorating as its oversold.
    >
    > - Secret "don't ask - Don't tell" policy of using cellphone
    > as modem.
    >
    > - Secret Warranties - Recalls that you don't know about
    > unless you complain to the right person at
    > right time.
    >
    > - Stores where firmware upgrades require leaving your phone all day,
    > and then often finding out nothing was done.
    >
    > - Network changes causing loss of coverage used as excuse to sell you
    > new phone with new 2 year contract.
    >


    I have no experience with the last things, so I won't comment.


    > =================
    >
    > Back years ago when I signed up for Sprint, plans were less expensive,
    > phones were less expensive, no contract was required, you got FIMF,
    > and 24/7 phone support. Quality Nokia and Motorola phones.


    Back years ago when I was a child, bread was .39 a loaf, and gas was .50 a
    gallon. Times change. Technology changes. And prices go up. Those plans that
    were less expensive--SUCKED. Those phones that were less expensive--ALSO
    SUCKED. (Ok not all of them, but a lot of them.)All the ones I had with GTE
    sucked, and they were Motorolas and Nokias.

    My only personal experience with Sprint phones has been since 2002. I've had
    Audiovox 9100, LG 4NE1 (*wonderful* phone, until the dog got ahold of it ),
    Samsung 8500, Samsung A460, Sanyo 4900, and Samsung A660, across two lines
    of service. The only one that sucked is the A460. It was a refurb from ERP,
    sent as replacement for the 8500 (hubby cracked the hinge completely in two,
    although it will still make and receive calls just fine). No signal at all
    in a known coverage hole a few miles from our house, while every other phone
    we've used there gets 2 bars except when indoors. Thankfully, the A460 died
    about 2 months after we got it (just started locking up on powerup, for no
    good reason) and the warranty replacement was a pre-owned A660 (brand new
    Sprint store that never carried the A460, so they didn't have any to replace
    it with )So far so good. I'm going to be replacing the 4900 in a few
    months when my 18 month period is up so I can get the rebate. No problems
    with it, I just want something different.

    Leisa
    to quote OSirus and to CMA, I work for Sprint, but I don't speak for them.





  5. #5
    Spike
    Guest

    Re: Why SprintPCS is soooo bad

    Many times I find that a CSR really does not have the
    background or knowledge to answer a question correctly
    and will BS the caller. When, in fact, it should be escalated.
    They may have a lower escalation rating, but are passing out
    incorrect information. We callers usually catch on, but being
    "politically correct" simply hang up, thank the CSR and try
    again. Or, sometimes try another carrier.


    CUSTOMER SERVICE of the major carriers.





  6. #6
    Thomas T. Veldhouse
    Guest

    Re: Why SprintPCS is soooo bad

    -----BEGIN PGP SIGNED MESSAGE-----
    Hash: SHA1

    Steven J Sobol <[email protected]> wrote:
    >
    > About 6 or 7 ID changes in one day over in alt.cellular...
    >
    > Asshole...
    >


    I am glad somebody feels about the troll the way I do!

    - --

    Thomas T. Veldhouse
    Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

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  7. #7
    Steven J Sobol
    Guest

    Re: Why SprintPCS is soooo bad

    Sprint Nambla <[email protected]> wrote:
    >> Asshole...

    >
    > Are you the Nambla poster?


    Uh. No.

    There is an idiot who is posting all sorts of crap about me and has forged
    a few posts using my email address. I know who it is and am in the process
    of nailing his ass to the wall (legally speaking).

    Nice try to discredit me, though, Phillipe.

    --
    JustThe.net Internet & New Media Services, http://JustThe.net/
    Steven J. Sobol, Geek In Charge / 888.480.4NET (4638) / [email protected]
    PGP Key available from your friendly local key server (0xE3AE35ED)
    Apple Valley, California Nothing scares me anymore. I have three kids.



  8. #8
    O/Siris
    Guest

    Re: Why SprintPCS is soooo bad

    In article <[email protected]>,
    [email protected] says...
    > J.D. Power EVERY Year rates SprintPCS worst for Customer Service. Sprint must
    > be doing something wrong.
    >


    And, as usual, followed by a mass of accusations, and, also as usual,
    complete with *no* proof whatsoever to back them up.

    That is so typical of a poster with a rather seedy history on this
    board, that it's likely the same poster. I couldn't care less if it or
    not. It's still a vapid.

    --
    RØß
    O/Siris
    -+-
    "A thing moderately good is not so good
    as it ought to be. Moderation in temper
    is always a virtue, but moderation in
    principle is always a vice."

    Thomas Paine, "The Rights of Man", 1792



  9. #9
    Jimbo Jones w/SpicyHeadberg
    Guest

    Re: Why SprintPCS is soooo bad

    PhillyFaGboi/Nebby the self abuser/dip****989 wrote:

    > J.D. Power EVERY Year rates SprintPCS worst for Customer Service. Sprint must
    > be doing something wrong.

    Phil the dumb**** Liar. GO SCREW YOURSELF PHIL..

    Oh my god. I swore.

    I hate it when that happens..

    GODDAMN IT JESUS CHRIST GODDAMN IT.
    GODDAMN IT JESUS CHRIST GODDAMN IT.
    GODDAMN IT JESUS CHRIST GODDAMN IT.
    GODDAMN IT JESUS CHRIST GODDAMN IT.
    GODDAMN IT JESUS CHRIST GODDAMN IT.

    Oops there I go again.

    Jimbo



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