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  1. #1




  2. #2

    Re: Sprint PCS receives "Customers Last" Award.

    I'm surprised. I have had very good experiences dealing with SprintPCS.




  3. #3
    FWIW
    Guest

    Re: Sprint PCS receives "Customers Last" Award.

    My actual phone service has been decent overall.

    My experiences with Customer Service have been possibly twice as bad as
    the Department of Motor Vehicles.

    I try to never change plans or phones. Mybae once every 2 years. It
    takes, on average, 3 months for them to get it correct.

    I've been a customer since 1998. About 80% of my CSR experiences are
    somethign out of the twilight zone where I swear they just hired a
    homeless guy off the street to answer the phone. They are quite
    notorious.

    Once you have pulled the last hair out of your head, and the service is
    finally set up as you have intended, it is pretty smooth.




  4. #4
    stevie
    Guest

    Re: Sprint PCS receives "Customers Last" Award.

    agree with you. Sprint management (the term is used loosely) just doesn't
    have a clue.
    "FWIW" <[email protected]> wrote in message
    news:[email protected]
    My actual phone service has been decent overall.

    My experiences with Customer Service have been possibly twice as bad as
    the Department of Motor Vehicles.

    I try to never change plans or phones. Mybae once every 2 years. It
    takes, on average, 3 months for them to get it correct.

    I've been a customer since 1998. About 80% of my CSR experiences are
    somethign out of the twilight zone where I swear they just hired a
    homeless guy off the street to answer the phone. They are quite
    notorious.

    Once you have pulled the last hair out of your head, and the service is
    finally set up as you have intended, it is pretty smooth.





  5. #5
    FWIW
    Guest

    Re: Sprint PCS receives "Customers Last" Award.

    Best Buy does suck, I will grant you that.

    That one is a definite head scratcher.




  6. #6
    Notan
    Guest

    Re: Sprint PCS receives "Customers Last" Award.

    FWIW wrote:
    >
    > Best Buy does suck, I will grant you that.
    >
    > That one is a definite head scratcher.


    With Intuit's "sunsetting" of Quicken, not too long ago,
    in addition to lackluster support, I'm also doing some
    head scratching.

    Notan



  7. #7
    Scott
    Guest

    Re: Sprint PCS receives "Customers Last" Award.


    <[email protected]> wrote in message
    news:[email protected]
    > Along with Wal-Mart and Cingular.
    >
    > http://biz.yahoo.com/special/customer05_article2.html
    >


    So, they picked the companies they were going to rank and then ranked them?
    No rhyme nor reason to the list, just companies "nominated" by their staff
    and editors?

    I wonder how much they sold the top spots for?





  8. #8
    FWIW
    Guest

    Re: Sprint PCS receives "Customers Last" Award.

    Wal-Mart has deep, deep, deep pockets and is the largest employer in
    the USA.

    They could buy Yahoo three times over.

    I don't think they was necessarily a biased survey, because if it was,
    they just pissed off the nation's largest retailer.

    Wal-Mart customers service sucks crap though a straw, and so does
    Sprint PCS service.

    We aren't talking merchandise, we are talking strictly customer
    service. And if you are in the IT industry, you are well aware that
    SPCS customer service is running joke. Actually, it's often the
    punchline to some off-color jokes.

    SPCS refuses to hire customer service people that have an IQ above 60.
    Seriously, half of them don't know what a cellphone is. Sprint PCS
    Customer Service is one of the largest mysteries of the universe. You
    call them, and they have no earthly idea what you are talking about.
    No matter how small the issue.

    Then, when they tell you they have fixed it, you get your bill to find
    out that they have made a hideous mess out of what used to be your
    calling plan.

    I know a guy that had a Treo for 2 years. He upped his voice minutes,
    and actually RECORDED THE CALL to customer service because he didn't
    trust them. He said "make sure I have unlimited vision", which they
    repeated back 3 times.

    Next month's bill .... you guessed it. $5,000. Why? Charged by the
    kilobyte. Claimed he never asked for vision put on the phone. Luckily
    he had the recording.

    The reps at Sprint PCS are two evolutionary cycles below that of the
    African Chimpanzee.




  9. #9
    Scott
    Guest

    Re: Sprint PCS receives "Customers Last" Award.


    "FWIW" <[email protected]> wrote in message
    news:[email protected]
    > Wal-Mart has deep, deep, deep pockets and is the largest employer in
    > the USA.
    >
    > They could buy Yahoo three times over.
    >
    > I don't think they was necessarily a biased survey, because if it was,
    > they just pissed off the nation's largest retailer.
    >


    Directly from the website:

    "So how did Fast Company choose the winners of in its annual Customers First
    Awards? It all started with a pool of nearly 100 companies that were
    nominated by our advisory panel and Fast Company's editors. After weeks of
    research by a team of reporters into the organizations that had the most
    innovative practices and that were most frequently named, we settled on 15
    to form our list of finalists. "

    They chose the pool and had REPORTERS do the research and then picked their
    15 finalists. How many violations of statistical analysis were violated in
    just this portion of the 'surevey'? I see at least four.

    As far as the diatribe about Sprint CS, there are thousands of companies
    that could be substituted for Sprint in that complaint (including all of the
    other cellular providers) and the statement would still hold true and in
    many cases be more true. You can blame it on management, but the truth is
    that they are hiring the most intelligent and capable people available- it
    is not managment's fault that they are forced to hire from a pool of idiots.
    Its the same generation that looks bothered when they have to ring up your
    groceries, complain because work is not "fun enough" for them, spend more
    effort trying to get out of working than it would require to do the job and
    viewed education as an option. We raised an entire generation of morons who
    have now hit the job market and the percentage working for Sprint is
    miniscule. Examples?:

    I had to call Qwest a few months ago when my landline went out. They were
    apparently pretty busy, because the rep that answered the phone told me that
    they would call back to schedule a tech to come out after I explained the
    situation to her. When I asked her if she wanted my cell number, she
    replied, "That's OK- we have your home phone on record." Remember- the
    landline didn't work.

    I called Adelphia Cable a couple of years ago to complain about spam levels
    coming through to my email account. I want to say it was the nimba virus
    outbreak. Frontline rep had no clue and transferred me to tier 2 support.
    I had to take the tech by the hand to the two-day old CNN article about the
    outbreak- he had no clue either.

    My father recently died and my Mom has been spending her time getting all of
    the assets put in her name. She went to the bank with a copy of the death
    certificate to have my Dad's name removed from their checking account. The
    teller was more than happy to give my Mom a form that my Dad would have to
    fill out and sign.

    And these are just a few. All agents and employees dealt with in these
    stiuations were under the age of 30. Of course, they are just as bad as
    customers. I did some consulting work with one of the cellular carriers for
    a time and worked closely with some of their call centers. You think you've
    got problems? They had people calling in because-

    -the customer couldn't get their phone to work when charging the battery.
    It seems you have to actually have the battery in the phone for it to work.
    -the sales agent told that their rate plan was $39.99 and they were mad
    because they had to pay that every month and not just once when the phone
    was activated.
    -their phone never worked at work. It seems the reinforced concrete and
    steel of the bank vault (located in the basement of the building) blocked
    the signal.
    -the internet plan was crap because their favorite porn site wouldn't show
    up on their phone.

    I couldn't make up stuff this good. I pity anybody who will be alive when
    this generation is running the country- I hope to be feeble and senile by
    then.

    Blame the companies all you want- they are not responsible for the stupidity
    of a generation. Polishing a turd makes it no less of a turd.





  10. #10
    Mij Adyaw
    Guest

    Re: Sprint PCS receives "Customers Last" Award.

    You would think that after getting rated "Last" for so many years in a row
    that some heads would roll and changes would be made!!! Why does this not
    happen? I work in the computer industry and if we had this problem, it would
    have been fixed with rolling heads and new strategy. WTF is wrong with
    Sprint?



    "stevie" <[email protected]> wrote in message news:[email protected]
    > agree with you. Sprint management (the term is used loosely) just doesn't
    > have a clue.
    > "FWIW" <[email protected]> wrote in message
    > news:[email protected]
    > My actual phone service has been decent overall.
    >
    > My experiences with Customer Service have been possibly twice as bad as
    > the Department of Motor Vehicles.
    >
    > I try to never change plans or phones. Mybae once every 2 years. It
    > takes, on average, 3 months for them to get it correct.
    >
    > I've been a customer since 1998. About 80% of my CSR experiences are
    > somethign out of the twilight zone where I swear they just hired a
    > homeless guy off the street to answer the phone. They are quite
    > notorious.
    >
    > Once you have pulled the last hair out of your head, and the service is
    > finally set up as you have intended, it is pretty smooth.
    >
    >






  11. #11
    Mij Adyaw
    Guest

    Re: Sprint PCS receives "Customers Last" Award.

    I talked to one rep in India several months ago that was barely above an
    Ameba on the evolutionary scale. Very bad experience.

    "FWIW" <[email protected]> wrote in message
    news:[email protected]
    > Wal-Mart has deep, deep, deep pockets and is the largest employer in
    > the USA.
    >
    > They could buy Yahoo three times over.
    >
    > I don't think they was necessarily a biased survey, because if it was,
    > they just pissed off the nation's largest retailer.
    >
    > Wal-Mart customers service sucks crap though a straw, and so does
    > Sprint PCS service.
    >
    > We aren't talking merchandise, we are talking strictly customer
    > service. And if you are in the IT industry, you are well aware that
    > SPCS customer service is running joke. Actually, it's often the
    > punchline to some off-color jokes.
    >
    > SPCS refuses to hire customer service people that have an IQ above 60.
    > Seriously, half of them don't know what a cellphone is. Sprint PCS
    > Customer Service is one of the largest mysteries of the universe. You
    > call them, and they have no earthly idea what you are talking about.
    > No matter how small the issue.
    >
    > Then, when they tell you they have fixed it, you get your bill to find
    > out that they have made a hideous mess out of what used to be your
    > calling plan.
    >
    > I know a guy that had a Treo for 2 years. He upped his voice minutes,
    > and actually RECORDED THE CALL to customer service because he didn't
    > trust them. He said "make sure I have unlimited vision", which they
    > repeated back 3 times.
    >
    > Next month's bill .... you guessed it. $5,000. Why? Charged by the
    > kilobyte. Claimed he never asked for vision put on the phone. Luckily
    > he had the recording.
    >
    > The reps at Sprint PCS are two evolutionary cycles below that of the
    > African Chimpanzee.
    >






  12. #12
    FWIW
    Guest

    Re: Sprint PCS receives "Customers Last" Award.

    Scott ,

    I greatly agree with your comments about this generation, and customer
    service in general (everything you said is true).

    However, regarding this particular survey ... it is not even close to
    the first. And everyone always has a way to "explain away" Sprint's
    consistently poor rankings.

    At some point we really do have to stop making excuses, and at least
    entertain the possibility that Sprint PCS Service very well MAY be
    worse than the average business.

    Sprint PCS has ranked consistently at the bottom of JD Power Customer
    Satisfaction Ratings for years (while Verizon has actually done
    reasonably well for a wireless company), and the pure anecdotal
    evidence against Sprint simply exceeds that which I have heard of any
    other company, including DMV.

    Sure, everyplace sucks. But that's no excuse. Strive for excellence.

    Pointing at the other guy every time you are called for being a bad boy
    is somethign we are supposed to outgrow in the 4th grade.

    Yes, this generation blows chunks.


    But Sprint hires a disproportionate amount of illiterate people and a
    large number of "Shenequa's" who you can practically hear their neck
    rolling as they instruct you to remove the battery from your Treo 600
    (for those that don't know - such as Sprint Reps, the battery is
    internal and non-removable). Then they authoritatively giv eyo
    information you know is false and become combative or hang up on you
    when you try to correct them.

    They have crossed the line from being incompetent, to being outright
    hostile toward their customers.

    Fortunately for them, they do have damn good phones, damn good prices,
    and for the most part, a pretty damn good voice/data network.

    So, for people like me who hardly ever call customer service, Sprint
    can be made to work in your advantage.

    If you ever need to talk to them however, It is an experience unlike
    any other. You never know if you will get the Indian lady who can't
    understand a word you are saying, the black lady who was probably a
    previous New Orleans looter and appears to be trying to get fired so
    that she can collect unemployment, Cletus the "what's a smartphone"
    yokel from the trailer park who took the job to trick to buy momma a
    new set dentures, or Hector "thank goodness they didn't ask for a
    greencard" Gonzalez who took the job to get new rims for the lowrider.

    Good greif. Just give me someone polite, who speaks English, and who
    took 45 minutes to familiarize themselves with the products and
    services of the company. It's really not that much to ask.

    As far as the stupidity fo the customers. I'm know it happens, I
    worked in an IT department and got calls from people who rolled their
    mouse on the monitor because they thought that was how it worked! BUT
    the customers are allowed to be stupid, the customer is king.

    I too hope to be living in another country or planet when the current
    generation of idiots takes power in this country.




  13. #13
    Tinman
    Guest

    Re: Sprint PCS receives "Customers Last" Award.

    FWIW wrote:
    >
    > They have crossed the line from being incompetent, to being outright
    > hostile toward their customers.
    >


    "Crossed the line." That was a good one!


    > Fortunately for them, they do have damn good phones, damn good prices,
    > and for the most part, a pretty damn good voice/data network.
    >


    Yes, I believe they do.


    > So, for people like me who hardly ever call customer service, Sprint
    > can be made to work in your advantage.
    >


    Yes they can. I tend to avoid CS at all costs.


    > If you ever need to talk to them however, It is an experience unlike
    > any other.


    I've certainly had many of those experiences in my 5 years with SPCS.
    But the last three calls went quite well. On the first, I was given a
    pretty nice deal on a Treo 650 by a rep who actually knew what she was
    talking about (even smartphones). I wasn't eligible for the $200
    instant-rebate (nor was this a new line of service), so she offered me a
    $50 instant credit and a $150 mail-in rebate. I declined, mentioning my
    distain for mail-in rebates. She actually agreed, spoke to a supervisor,
    and within a few minutes there was a $200 credit already applied to my
    account (of course I checked while I was still on the phone!).

    When the phone arrived I called to activate it. This time I spoke to
    pleasant woman, with a distinct Indian accent. She also knew about the
    Treo and--due to over-the-air programming--I was off the phone in about
    two minutes.

    But for whatever the reason the OTA programming didn't take. The next
    morning, feeling for sure my luck was up as far as SPCS CSRs were
    concerned, I called to get it resolved. This time the man (no accent)
    quickly determined the phone number didn't make it through properly. In
    two-minutes we manually programmed the number, and he called me on my
    Treo to verify it worked. But he was concerned Vision might not work, so
    told me he was going to xfer me to Vision support. By that time I
    already fired up the Web browser and noticed the pop-up box about
    "Provisioning Vision Services." I asked the CSR to hold on for a moment,
    as it looked like Vision was going to be just fine. He waited with me
    till I checked out Vision thouroughly, and even then asked if I was
    *sure* I didn't want to speak to a Vision tech. I declined and thanked
    him for his time.

    Have I ranted about SPCS CS in the past? You betcha! Will I likely do it
    again in the future? If needed! But for now I'm happy with my
    three-for-three.


    > You never know if you will get the Indian lady who can't
    > understand a word you are saying, the black lady who was probably a
    > previous New Orleans looter and appears to be trying to get fired so
    > that she can collect unemployment, Cletus the "what's a smartphone"
    > yokel from the trailer park who took the job to trick to buy momma a
    > new set dentures, or Hector "thank goodness they didn't ask for a
    > greencard" Gonzalez who took the job to get new rims for the lowrider.
    >


    I'm not the PC police, but I do believe it is you who have "crossed the
    line" this time. There are also single moms trying to make ends meet,
    married moms and dads working second jobs, and even people whose careers
    vanished due to "downsizing."


    > Good greif. Just give me someone polite, who speaks English, and who
    > took 45 minutes to familiarize themselves with the products and
    > services of the company. It's really not that much to ask.
    >


    You did say you enjoyed SPCS's "damn good prices" right? How do you
    think they keep them so low?

    I'm not defending SPCS, but the reality is that no other carrier can
    touch the plan I have now without costing me (at least) more than 50%
    more per month. And I happen to like the quality of the network. That's
    two out of three, which is generally all yer gonna get from any
    product/service. (Ain't gonna stop me from ranting about my next CS call
    from hell though!)


    --
    Mike | As the light changed from red to green to yellow
    | and back to red again, I sat there thinking about
    | life. Was it nothing more than a bunch of honking
    | and yelling? Sometimes it seemed that way.





  14. #14
    Mij Adyaw
    Guest

    Re: Sprint PCS receives "Customers Last" Award.

    My sentiments Exactly!

    "Tinman" <[email protected]> wrote in message
    news:[email protected]
    > FWIW wrote:
    >>
    >> They have crossed the line from being incompetent, to being outright
    >> hostile toward their customers.
    >>

    >
    > "Crossed the line." That was a good one!
    >
    >
    >> Fortunately for them, they do have damn good phones, damn good prices,
    >> and for the most part, a pretty damn good voice/data network.
    >>

    >
    > Yes, I believe they do.
    >
    >
    >> So, for people like me who hardly ever call customer service, Sprint
    >> can be made to work in your advantage.
    >>

    >
    > Yes they can. I tend to avoid CS at all costs.
    >
    >
    >> If you ever need to talk to them however, It is an experience unlike
    >> any other.

    >
    > I've certainly had many of those experiences in my 5 years with SPCS. But
    > the last three calls went quite well. On the first, I was given a pretty
    > nice deal on a Treo 650 by a rep who actually knew what she was talking
    > about (even smartphones). I wasn't eligible for the $200 instant-rebate
    > (nor was this a new line of service), so she offered me a $50 instant
    > credit and a $150 mail-in rebate. I declined, mentioning my distain for
    > mail-in rebates. She actually agreed, spoke to a supervisor, and within a
    > few minutes there was a $200 credit already applied to my account (of
    > course I checked while I was still on the phone!).
    >
    > When the phone arrived I called to activate it. This time I spoke to
    > pleasant woman, with a distinct Indian accent. She also knew about the
    > Treo and--due to over-the-air programming--I was off the phone in about
    > two minutes.
    >
    > But for whatever the reason the OTA programming didn't take. The next
    > morning, feeling for sure my luck was up as far as SPCS CSRs were
    > concerned, I called to get it resolved. This time the man (no accent)
    > quickly determined the phone number didn't make it through properly. In
    > two-minutes we manually programmed the number, and he called me on my Treo
    > to verify it worked. But he was concerned Vision might not work, so told
    > me he was going to xfer me to Vision support. By that time I already fired
    > up the Web browser and noticed the pop-up box about "Provisioning Vision
    > Services." I asked the CSR to hold on for a moment, as it looked like
    > Vision was going to be just fine. He waited with me till I checked out
    > Vision thouroughly, and even then asked if I was *sure* I didn't want to
    > speak to a Vision tech. I declined and thanked him for his time.
    >
    > Have I ranted about SPCS CS in the past? You betcha! Will I likely do it
    > again in the future? If needed! But for now I'm happy with my
    > three-for-three.
    >
    >
    >> You never know if you will get the Indian lady who can't
    >> understand a word you are saying, the black lady who was probably a
    >> previous New Orleans looter and appears to be trying to get fired so
    >> that she can collect unemployment, Cletus the "what's a smartphone"
    >> yokel from the trailer park who took the job to trick to buy momma a
    >> new set dentures, or Hector "thank goodness they didn't ask for a
    >> greencard" Gonzalez who took the job to get new rims for the lowrider.
    >>

    >
    > I'm not the PC police, but I do believe it is you who have "crossed the
    > line" this time. There are also single moms trying to make ends meet,
    > married moms and dads working second jobs, and even people whose careers
    > vanished due to "downsizing."
    >
    >
    >> Good greif. Just give me someone polite, who speaks English, and who
    >> took 45 minutes to familiarize themselves with the products and
    >> services of the company. It's really not that much to ask.
    >>

    >
    > You did say you enjoyed SPCS's "damn good prices" right? How do you think
    > they keep them so low?
    >
    > I'm not defending SPCS, but the reality is that no other carrier can touch
    > the plan I have now without costing me (at least) more than 50% more per
    > month. And I happen to like the quality of the network. That's two out of
    > three, which is generally all yer gonna get from any product/service.
    > (Ain't gonna stop me from ranting about my next CS call from hell though!)
    >
    >
    > --
    > Mike | As the light changed from red to green to yellow
    > | and back to red again, I sat there thinking about
    > | life. Was it nothing more than a bunch of honking
    > | and yelling? Sometimes it seemed that way.
    >






  15. #15
    FWIW
    Guest

    Re: Sprint PCS receives "Customers Last" Award.

    >I'm not the PC police, but I do believe it is you who have "crossed the
    >line" this time. There are also single moms trying to make ends meet,
    >married moms and dads working second jobs, and even people whose >careers vanished due to "downsizing."



    I agree with the rest of your post, but happen to disagree here. I
    think I have assessed the situation accurately.

    First, the customer never crosses the line by saying what he honestly
    thinks.

    Second, single moms and dad's working second jobs can be perfectly
    competent. Mine were.

    Most of the people I have gotten on the CSR lines have what I would
    call ghetto "screw you" attitudes, accents which I could not
    understand, or people outright unknowledgable about the phones and/or
    services. They can't wait to get me off the phone, and this is
    usually accomplished by "transferring" me to a busy signal, or
    "transferring" me back to the customer service queue where I have to
    re-explain the entire issue. I was "transferred" to the queue 5 times
    during one call, leading me to the logical conclusion that it company
    policy, and not a simple anamoly. I think Charloquita tells her
    underlings "Eventually they'll hand up". I would not be suprised if
    there was a giant sign strung across the wall in the call center which
    says exactly that: "When in Doubt, Transfer. Eventually they'll hang
    up".

    Yes, I do enjoy the "low" prices, and I realize that part of these
    prices are obtained by hiring people who otherwise could not get jobs
    elsewhere, or people who are simply waiting to get fired for an
    unemployment check.

    But I would pay a bit more to have people not culled directly from the
    "I Can't Believe Someone Idiot Actually Hired Me" job-referral service.

    To be fair, I have not called Sprint CS in about a year. I haven't
    gotten my valium prescription refilled yet, and I refuse to call unless
    I have at least 10 pills on hand.

    Perhaps they are better.

    I will be upgrading my phone in about a week. I will report back to
    you on the progress.

    If I am off-base, I am man enough to come back and state as much.

    But, while your experience does give me some hope, the myriad of
    ratings listing SPCS at or near the bottom lead me to believe that your
    experiences are not exactly what we shall call "the rule".

    At least not yet.

    I will be pleased as punch to be 100% wrong.




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