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  1. #1
    boxermansr
    Guest
    My new minutes started today, and the only calls I've made between the four
    phones on my account are between the other phones (as well as one other SPCS
    customer). I logged in to make sure my minutes did in fact re-start today,
    and its showing ALL of my calls so far, coming out of OFF PEAK usage. Now,
    this is fine, since its Sunday, but I'm wondering if come tomorrow, it's
    going to start taking airtime between the four phones, as well as other SPCS
    people we call, out of my ANYTIME minutes.

    I've not made any changes to my account - I did have 50 bonus minutes that
    were attached to my account, and got removed automatically on the 28th of
    May (usage was still viewable, and tracking correctly). I know prior to all
    of this, all of my PCS 2 PCS calls were in fact coming from the PCS 2 PCS
    section, but now appear to be coming from my night/weekend pool.

    Under my plan detail it does say I have the Unlimited PCS to PCS feature,
    and as far as I know (at least they did) the other lines had it just fine in
    the past 2 months.

    Is this perhaps just a fluke, or should I be worried? I emailed CS, and
    hopefully they'll let me know whets going on.

    Any ideas?

    Thanks






    See More: PCS 2 PCS usage coming out of OFFPEAK?




  2. #2
    Bob Smith
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?


    "boxermansr" <[email protected]> wrote in message
    news:[email protected]
    > My new minutes started today, and the only calls I've made between the

    four
    > phones on my account are between the other phones (as well as one other

    SPCS
    > customer). I logged in to make sure my minutes did in fact re-start today,
    > and its showing ALL of my calls so far, coming out of OFF PEAK usage. Now,
    > this is fine, since its Sunday, but I'm wondering if come tomorrow, it's
    > going to start taking airtime between the four phones, as well as other

    SPCS
    > people we call, out of my ANYTIME minutes.
    >
    > I've not made any changes to my account - I did have 50 bonus minutes that
    > were attached to my account, and got removed automatically on the 28th of
    > May (usage was still viewable, and tracking correctly). I know prior to

    all
    > of this, all of my PCS 2 PCS calls were in fact coming from the PCS 2 PCS
    > section, but now appear to be coming from my night/weekend pool.
    >
    > Under my plan detail it does say I have the Unlimited PCS to PCS feature,
    > and as far as I know (at least they did) the other lines had it just fine

    in
    > the past 2 months.
    >
    > Is this perhaps just a fluke, or should I be worried? I emailed CS, and
    > hopefully they'll let me know whets going on.
    >
    > Any ideas?
    >
    > Thanks


    Call SPCS, ask for technical support, explain what you are seeing and ask
    the rep to double check the coding on your plan.

    Bob





  3. #3
    boxermansr
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?

    Well, in this instance, emailing customer care got me nowhere. They told me
    that yes my airtime is not deducting correctly, but offered me no solution,
    other than "the usage may not be updated blah blah blah...." - seems odd to
    me, since the past two months all of my airtime has come out of the correct
    portion alotted (ie: anytime, offpeak, pcs 2 pcs) and now all of a sudden is
    not.

    I called CS - luckily got a pretty nice, and knowledgeable rep, but she was
    not able to determine the problem either. She, I assume, spoke to a
    technician, who said he'd "seen this happen before" and submitted a trouble
    ticket. She also said she'd note my account, in case I end up getting hit
    with overages (which, if this doesnt fix itself, I will, using 2000 or so
    PCS 2 PCS minutes a month, would be some nasty overage).

    A friend of mine who has Sprint checked his usage online (after calling me
    for 2 minutes) and his airtime came out of the offpeak portion too. He
    called another SPCS person, and once again, the use came off offpeak..

    So, at this point, I'm HOPING that it's just something related to it being
    the weekend (ie: all calls, regardless of PCS to PCS or straight up offpeak)
    are being taken out of the offpeak pool (doesn't make sense, and I don't
    recall previously, my PCS calls coming out of offpeak on Sat/Sun)..

    Maybe someone else can check their usage online, and make a call to another
    SPCS person and then check a few mins later and see if the call came from
    their offpeak, or PCS pool.. it'd help narrow it down to if it's just me, or
    something jacked up in my market maybe (since it's doing it to me, and 2
    other spcs customers).

    Thanks!





  4. #4
    Steve Sobol
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?

    boxermansr wrote:
    > Well, in this instance, emailing customer care got me nowhere. They told me
    > that yes my airtime is not deducting correctly, but offered me no solution,
    > other than "the usage may not be updated blah blah blah...." - seems odd to
    > me, since the past two months all of my airtime has come out of the correct
    > portion alotted (ie: anytime, offpeak, pcs 2 pcs) and now all of a sudden is
    > not.


    Don't talk to Customer Care. Dial zero and ask to be transferred to Tech
    Support. There are a few key phrases that you can say to Claire II that'll
    get you there too, but I forget what they are.

    > Maybe someone else can check their usage online, and make a call to another
    > SPCS person and then check a few mins later and see if the call came from
    > their offpeak, or PCS pool.. it'd help narrow it down to if it's just me, or
    > something jacked up in my market maybe (since it's doing it to me, and 2
    > other spcs customers).


    Where are you?

    --
    JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
    Steven J. Sobol, Geek In Charge / [email protected] / PGP: 0xE3AE35ED

    "The wisdom of a fool won't set you free"
    --New Order, "Bizarre Love Triangle"



  5. #5
    boxermansr
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?


    "Steve Sobol" <[email protected]> wrote in message
    news:[email protected]
    > boxermansr wrote:
    >> Well, in this instance, emailing customer care got me nowhere. They told
    >> me that yes my airtime is not deducting correctly, but offered me no
    >> solution, other than "the usage may not be updated blah blah blah...." -
    >> seems odd to me, since the past two months all of my airtime has come out
    >> of the correct portion alotted (ie: anytime, offpeak, pcs 2 pcs) and now
    >> all of a sudden is not.

    >
    > Don't talk to Customer Care. Dial zero and ask to be transferred to Tech
    > Support. There are a few key phrases that you can say to Claire II that'll
    > get you there too, but I forget what they are.
    >


    I called CS and they "checked" with tech support who opened a trouble
    ticket. She said she noted the account, in case I happen to go over (if PCS
    to PCS minutes end up taking out of Peak airtime starting tomorrow).


    >> Maybe someone else can check their usage online, and make a call to
    >> another SPCS person and then check a few mins later and see if the call
    >> came from their offpeak, or PCS pool.. it'd help narrow it down to if
    >> it's just me, or something jacked up in my market maybe (since it's doing
    >> it to me, and 2 other spcs customers).

    >
    > Where are you?


    El Paso, Texas - I've also confirmed with two friends who have SPCS that
    their PCS to PCS airtime (at least as far as usage today) has been coming
    out of their offpeak pool, and have confirmed with several others online who
    have SPCS that the same is happening with them as well when placing a PCS to
    PCS call, then checking their usage either online, or via *4. So I'm hoping
    it's a fluke of the day, or something along those lines.



    >
    > --
    > JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
    > Steven J. Sobol, Geek In Charge / [email protected] / PGP: 0xE3AE35ED
    >
    > "The wisdom of a fool won't set you free"
    > --New Order, "Bizarre Love Triangle"






  6. #6
    Steve Sobol
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?

    boxermansr wrote:

    > I called CS and they "checked" with tech support who opened a trouble
    > ticket. She said she noted the account, in case I happen to go over (if PCS
    > to PCS minutes end up taking out of Peak airtime starting tomorrow).


    Yeah, well, CS has sucked lately, and they have given me whatever answers
    they think I want to hear. Talk to Tech Support directly. If the dumbass on
    the phone refuses to transfer you (a problem I haven't had yet), hang up on
    them and call back and talk to someone else. SPCS Tech Support is generally
    well-clued and actually willing to help.

    >>Where are you?

    >
    > El Paso, Texas - I've also confirmed with two friends who have SPCS that
    > their PCS to PCS airtime (at least as far as usage today) has been coming
    > out of their offpeak pool, and have confirmed with several others online who
    > have SPCS that the same is happening with them as well when placing a PCS to
    > PCS call, then checking their usage either online, or via *4. So I'm hoping
    > it's a fluke of the day, or something along those lines.


    I'm in the Los Angeles market, and I don't think I've had that problem. My
    wife pays the bills, but if our billing was screwed up she'd definitely let
    me know.

    --
    JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
    Steven J. Sobol, Geek In Charge / [email protected] / PGP: 0xE3AE35ED

    "The wisdom of a fool won't set you free"
    --New Order, "Bizarre Love Triangle"



  7. #7
    boxermansr
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?

    Well, as of today (Monday) all of my PCS to PCS usage is now coming out of
    my ANYTIME minutes, which now means I have to monitor how and when I'm using
    my phone as well as tell the family members using the other phones that they
    can't use them as freely as they have in the past (most of them use PCS to
    PCS minutes anyhow)..

    I'm gonna call Sprint again, and this time, I'm not taking no for an answer.
    Time to see if the others who reported their usage yesterday coming out of
    offpeak for their PCS to PCS calls.






  8. #8
    Leisa
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?


    "Bob Smith" <[email protected]> wrote in message
    news:1%[email protected]
    >
    > "boxermansr" <[email protected]> wrote in message
    > news:[email protected]


    >>
    >> Is this perhaps just a fluke, or should I be worried? I emailed CS, and
    >> hopefully they'll let me know whets going on.
    >>
    >> Any ideas?
    >>
    >> Thanks

    >
    > Call SPCS, ask for technical support, explain what you are seeing and ask
    > the rep to double check the coding on your plan.
    >
    > Bob
    >


    Call regular customer support, not technical support. This is a billing
    issue, not a tech support issue. Tech support is for problems making and
    receiving calls or accessing web, etc. Customer support is for problems with
    billing, including minutes being billed incorrectly.






  9. #9
    boxermansr
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?

    I called CS. They consulted with tech support, because they had no idea what
    was going on. I've confirmed with about 10 people thus far (online) that the
    same thing is happening to them, and their usage (all of their PCS to PCS
    use is coming out of PEAK use today so far).


    "Leisa" <[email protected]> wrote in message
    news:_S%oe.378$%[email protected]
    >
    > "Bob Smith" <[email protected]> wrote in message
    > news:1%[email protected]
    >>
    >> "boxermansr" <[email protected]> wrote in message
    >> news:[email protected]

    >
    >>>
    >>> Is this perhaps just a fluke, or should I be worried? I emailed CS, and
    >>> hopefully they'll let me know whets going on.
    >>>
    >>> Any ideas?
    >>>
    >>> Thanks

    >>
    >> Call SPCS, ask for technical support, explain what you are seeing and ask
    >> the rep to double check the coding on your plan.
    >>
    >> Bob
    >>

    >
    > Call regular customer support, not technical support. This is a billing
    > issue, not a tech support issue. Tech support is for problems making and
    > receiving calls or accessing web, etc. Customer support is for problems
    > with billing, including minutes being billed incorrectly.
    >
    >
    >






  10. #10
    Steve Sobol
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?

    Leisa wrote:

    > Call regular customer support, not technical support. This is a billing
    > issue, not a tech support issue. Tech support is for problems making and
    > receiving calls or accessing web, etc. Customer support is for problems with
    > billing, including minutes being billed incorrectly.


    Leisa,

    Perhaps you don't work in one of the call centers where most of the reps are
    assholes with IQs of less than 20 that don't care about the work they do.
    Actually, your posts here lead me to believe that you're exactly the
    opposite of those people.

    Unfortunately, although I have read horror stories in the past and thought
    "I must be lucky, that never happens to me"... well, "that" has happened a
    lot to me lately. And that's why I tell people to avoid CS as often as
    possible. Tech Support sometimes IS able to handle non-tech issues, although
    perhaps not all...

    Executive Services says I'm not the only person complaining and that they
    are working on fixing things. That's great... and I have no reason not to
    believe them... but large-scale improvements in CS aren't something that
    will happen over the course of a day or a few weeks. Meanwhile, getting a
    CSR who is able and willing to tell you the truth and/or do what needs to be
    done to fix the problem is a crapshoot.

    --
    JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
    Steven J. Sobol, Geek In Charge / [email protected] / PGP: 0xE3AE35ED

    "The wisdom of a fool won't set you free"
    --New Order, "Bizarre Love Triangle"



  11. #11
    Leisa
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?


    "Steve Sobol" <[email protected]> wrote in message
    news:[email protected]
    > Leisa wrote:
    >
    >> Call regular customer support, not technical support. This is a billing
    >> issue, not a tech support issue. Tech support is for problems making and
    >> receiving calls or accessing web, etc. Customer support is for problems
    >> with billing, including minutes being billed incorrectly.

    >
    > Leisa,
    >
    > Perhaps you don't work in one of the call centers where most of the reps
    > are assholes with IQs of less than 20 that don't care about the work they
    > do. Actually, your posts here lead me to believe that you're exactly the
    > opposite of those people.
    >
    > Unfortunately, although I have read horror stories in the past and thought
    > "I must be lucky, that never happens to me"... well, "that" has happened a
    > lot to me lately. And that's why I tell people to avoid CS as often as
    > possible. Tech Support sometimes IS able to handle non-tech issues,
    > although perhaps not all...
    >
    > Executive Services says I'm not the only person complaining and that they
    > are working on fixing things. That's great... and I have no reason not to
    > believe them... but large-scale improvements in CS aren't something that
    > will happen over the course of a day or a few weeks. Meanwhile, getting a
    > CSR who is able and willing to tell you the truth and/or do what needs to
    > be done to fix the problem is a crapshoot.
    >
    > --
    > JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
    > Steven J. Sobol, Geek In Charge / [email protected] / PGP: 0xE3AE35ED
    >



    I work in tech support. While we are trained to handle billing issues, and
    are required to take the calls when they are inappropritely transferred to
    us, it is not our primary responsibility, and taking such calls causes the
    people who actually have technical issues to have to wait longer than
    necessary, because all the tech people are handing calls that the regular
    customer service reps should be handling.

    Inappropriate transfers are a big issue right now, and as you were told, the
    focus is on making sure each level or customer service is equipped to handle
    the calls they should know how to handle, and not just transferring them
    somewhere because they don't want to or don't know how to handle them. In
    tech support, I don't have the option of transferring the customer somewhere
    else, and I do want to make sure that every customer's issue is resolved the
    first time,. no matter what the issue is. But I also have to endure the rath
    of those customers who have been waiting on hold for an extended period of
    time, and when they've been waiting for 20 minutes because the last 5 calls
    I took were billing and not technical, I can completely understand why
    they're frustrated.






  12. #12
    Steve Sobol
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?

    Leisa wrote:

    > people who actually have technical issues to have to wait longer than
    > necessary, because all the tech people are handing calls that the regular
    > customer service reps should be handling.


    I sympathize with you. I've done ISP tech support and helpdesk before.

    Unfortunately, I can no longer trust Customer Service. There have been
    occasions now, when I've had to call back three or four times to have
    services disabled on my account (Vision and text messaging, specifically). I
    mean completely disabled; I don't want to hit the web browser softkey on my
    phone, realize ten seconds later I screwed up, and get charged for
    connecting to Vision anyhow (and it *has* happened). I don't have money to
    spend on Vision and SMS right now, or I'd be paying $20 per month more for
    unlimited Vision plus unlimited SMS. And after the first two times I told
    Customer Service "I want Vision completely disabled", I still had a couple
    months where I saw random small amounts charged for Vision on my bill, which
    means they still hadn't done what I told them to do.

    > somewhere because they don't want to or don't know how to handle them. In
    > tech support, I don't have the option of transferring the customer somewhere
    > else, and I do want to make sure that every customer's issue is resolved the
    > first time,. no matter what the issue is. But I also have to endure the rath
    > of those customers who have been waiting on hold for an extended period of
    > time, and when they've been waiting for 20 minutes because the last 5 calls
    > I took were billing and not technical, I can completely understand why
    > they're frustrated.


    Well, if you can offer an alternative that will significantly increase my
    chances of getting a rep that (a) actually listens, (b) paid attention to
    their training, (c) gives a damn about offering the RIGHT answer to the
    customer, and (d) offers replies that are relevant to what was asked, which
    is related to (a) - if you can offer that alternative (those alternatives?),
    I will happily adopt it (them). As far as I know, if I have problems with a
    rep, I can only escalate to supervisor level, and the supervisors seem to be
    bigger morons than the front-line CSRs.

    I'm not an advocate of shifting off extra work onto Tech Support and would
    not do it if I thought I had another choice. But I don't have any other
    options, as far as I know.

    --
    JustThe.net - Steve Sobol / [email protected] / PGP: 0xE3AE35ED
    Coming to you from Southern California's High Desert, where the
    temperatures are as high as the gas prices! / 888.480.4NET (4638)

    "Life's like an hourglass glued to the table" --Anna Nalick, "Breathe"



  13. #13
    boxermansr
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?

    This is utter BS. I just got a call from Executive Services (since I'd sent
    an email via Planetfeedback) - didn't even really address the issue. Told me
    that my airtime is tracking correctly, and that he sees that I've used 1897
    PCS to PCS minutes (he's wrong however, because that's what I used LAST
    month, prior to June 5, when my new minutes started).

    I tried for the life of me, to explain that SINCE the 5th my usage has not
    been deducting correctly and that all of my PCS to PCS calls were deducting
    from OFFPEAK yesterday, and ANYTIME today. He didn't seem to understand.

    He babbled on about Sprint starting to generate some new, easier to
    understand bill, and that it's gonna be the greatest thing in the world.

    I don't see how I can manage to get so many different answers from nobody
    knows about it, to its a known issue, to everything is fine. I quite
    honestly don't have the time to sit down and gauge how many PCS to PCS
    minutes I use in a day, and then subtract those from what its SAYING I've
    used out of the ANYTIME portion.

    He even went as far as to tell me that it could be because my account is/was
    so new (2 months) - even though I explained that PRIOR to the 5th,
    everything was tracking 100% fine. Even told him that others in my area, as
    well as other areas (based on what others have said on here, and other
    forums) have been having the same issue.

    Still..... didn't seem to care.





  14. #14
    O/Siris
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?

    In article <[email protected]>,
    [email protected] says...
    > My new minutes started today, and the only calls I've made between the four
    > phones on my account are between the other phones (as well as one other SPCS
    > customer). I logged in to make sure my minutes did in fact re-start today,
    > and its showing ALL of my calls so far, coming out of OFF PEAK usage. Now,
    > this is fine, since its Sunday, but I'm wondering if come tomorrow, it's
    > going to start taking airtime between the four phones, as well as other SPCS
    > people we call, out of my ANYTIME minutes.
    >
    > I've not made any changes to my account - I did have 50 bonus minutes that
    > were attached to my account, and got removed automatically on the 28th of
    > May (usage was still viewable, and tracking correctly). I know prior to all
    > of this, all of my PCS 2 PCS calls were in fact coming from the PCS 2 PCS
    > section, but now appear to be coming from my night/weekend pool.
    >
    > Under my plan detail it does say I have the Unlimited PCS to PCS feature,
    > and as far as I know (at least they did) the other lines had it just finein
    > the past 2 months.
    >
    > Is this perhaps just a fluke, or should I be worried? I emailed CS, and
    > hopefully they'll let me know whets going on.
    >
    > Any ideas?
    >
    > Thanks
    >


    I'm 90% sure you're fine. Minutes are calculated in a certain
    hierarchy. I'm pretty sure they just fell into the first "bucket" that
    applied.

    --
    R
    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+



  15. #15
    Joseph Huber
    Guest

    Re: PCS 2 PCS usage coming out of OFFPEAK?

    On Mon, 06 Jun 2005 23:35:27 GMT, "boxermansr" wrote:
    >I don't see how I can manage to get so many different answers from nobody
    >knows about it, to its a known issue, to everything is fine.


    I feel your pain. I've posted about this very issue a few times in
    the past few months. Sprint's customer service is simply terrible,
    and getting worse. I'm to the point where I feel that my only
    recourse to get things straightened out on my account is to lodge a
    complaint with the BBB, KS AG, and perhaps even the FCC.

    Leisa, I'm sorry to say these things about your company, as you seem
    to be a conscientious employee, but there is simply no excuse for a
    large company like Sprint to have such poorly trained and misinformed
    frontline customer service representatives. In fact, it's downright
    shameful.

    The sad thing is, the other providers are probably no better. It's
    time for the FCC to step in and straighten out this entire industry.
    These companies are out of control, and it appears they don't care.
    In my little hometown newspaper that came the other day, there was an
    article about how the locals have been fighting with Verizion for over
    3 years about Verizon getting their towers configured properly so that
    folks aren't always getting charged for roaming. Promises and no
    action from Verizon...for over three years!!! The only agency that has
    any leverage over Verizion is the FCC, and they won't do anything.
    Thank you, President Bush. The ironic thing is, this area is one of
    the most densely populated Republican counties in the country. Little
    good it's doing them...

    Joe Huber
    [email protected]



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