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- 04-28-2006, 08:23 AM #16Isaiah BeardGuest
Re: Christ, what happened to Sprint customer service?! (Long)
Steve Sobol wrote:
> Well, if CS has gotten better since last year, that's very cool. My CS
> experiences had gotten uniformly awful by the time I switched away.
>
It's definitely not better, Steve. In fact, it's worse than when I left
Sprint in August.
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- 04-28-2006, 08:37 AM #17HareBallGuest
Re: Christ, what happened to Sprint customer service?! (Long)
Isaiah Beard <[email protected]> wrote in
news:[email protected]:
> Steve Sobol wrote:
>
>
>> Well, if CS has gotten better since last year, that's very cool. My CS
>> experiences had gotten uniformly awful by the time I switched away.
>>
>
> It's definitely not better, Steve. In fact, it's worse than when I left
> Sprint in August.
>
My biggest problem wit CS is not being able to understand the accents. Sounds
like they are hiring Mexicans to do the job. If I lived in the Southwest
somewhere I might be able understand them.
--
Larry Scott
-----------------------------------------------------------------------
If you will live like no one else,
Later you can live like no one else.
Dave Ramsey
- 04-28-2006, 12:15 PM #18TL MitchellGuest
No problem here with Sprint CS - (Was - Re: Christ, what happened to Sprint customer service?! (Long)
"Isaiah Beard" <[email protected]> wrote in message
news:[email protected]...
> Steve Sobol wrote:
>
>
>> Well, if CS has gotten better since last year, that's very cool. My CS
>> experiences had gotten uniformly awful by the time I switched away.
>>
>
> It's definitely not better, Steve. In fact, it's worse than when I left
> Sprint in August.
Really? Before choosing Sprint a few months ago I called CS to check 'em out
and ask some questions. Got a guy in St. John, NB, CA that was most helpful.
After ordering the phone online (clearanced Sanyo PM-8200, $19.95, free
shipping & activation) and trying the service for a week or so I called CS
to port my number. Got a knowledgeable gal in Manila who spoke English
better than I. Phone was up n working within minutes with the new number.
I originally ordered the $10 SprintPCS Vision Access Pack..... not so much
for the Web but for avoiding ala carte data charges resulting from tethering
to a laptop. First bill had $200 of data charges! Called CS, got another
lady in Manila who's English was fine and told her the Access Pack obviously
hadn't been added to my account following the first free month. She removed
the data charges and added the Vision Pack. The online bill was corrected
and payable within 15 minutes. While I was at it I asked her about the new
$39.95 plan with the same 400 minutes as my $35.99 plan but started nights n
weekends at 7pm instead of 9pm. She said if I wanted to change to that
package without affecting my contract, no problem.
Next bill showed a charge of $15 for the Vision Pack. After sniffin' around
online I discovered the $10 Access Pack is no longer offered.... in it's
place is the $15 Pack with a bunch of stuff I don't need or want. Called up
CS and got a guy in Manila who's English wasn't very good that was unable to
understand what I wanted. He switched me to someone else.... ended up being
a girl in St. John, NB who confirmed that the Vision Pack had been changed
with things added at additional cost. I told her I didn't want to pay for
things I didn't need and wanted the original $10 Vision Access Pack I
ordered with the phone and original account. No problem, done deal.
If Sprint CS is lacking you can't prove it by me.........
TL
- 04-28-2006, 02:10 PM #19Isaiah BeardGuest
Re: No problem here with Sprint CS - (Was - Re: Christ, what happenedto Sprint customer service?! (Long)
TL Mitchell wrote:
> Really? Before choosing Sprint a few months ago I called CS to check 'em out
> and ask some questions.
I think your opinion of good CS, and my opinion of good CS, differ greatly.
By even your account of a "good" experience, I see at least 2 major
billing errors that CS reps were at fault for, and one instance of a
language barrier. It would seem that to you, good customer service
means it's okay to make all kinds of mistakes and waste your time, so
long as the reps appear helpful and appear to be fixing each problem...
and who cares if their "fix" causes other problems, so long as they're
willing to keep "fixing" it?
My idea of good customer service is, things are done right and set up
right, so I don't have to waste my time and theirs, and repeatedly jump
through hoops to get the problem resolved. Sure, no one's perfect, and
mistakes happen. But still, I shouldn't have to call three or more
times without any real hope of a fix.
My latest CS misadventure is a case in point:
I decided that maybe I wanted a PRL update. I had heard that Sprint
finally fixed the PRL update problem by allowing the system to
automatically do the update instead of having to deal with a rep.
Wonderful! So I called up *2 and when the automated prompt came on, I
said "PRL Update."
The automated system said: "I think I heard you say you wanted to update
your phone's software. Is that correct?"
I said: "Yes!" (and thought, "hey! this thing GOT it!")
The automated system then said: "Sure! I can help you with that! Let
me transfer you to a customer service representative who can help."
Me (under my breath): "Oh Lord, here we go..."
CS Rep: [Useless banter about Sprint together with Nextel]..."How can I
help you?"
Me: "Hi. I just want a PRL update."
CS Rep: [repeats the question, then pulls up my account info and asks
for my password. I give it, and the rep "helpfully" suggests that I can
also use my password to access my account on sprintpcs.com. Gee, I only
set up my account password on the site, so thanks Captain Obvious!]
CS Rep: "Okay sir, all you need to do is say 'PRL Update' at the
automated system prompt when you dial *2 from your PCS phone, and the
system will do it for you automtically."
Me: "Well, that's what I thought too, but when I did that just now, it
instead transferred me to you."
CS Rep: "So you're saying that the system transferred you to customer
service instead of giving you the update?"
Me: "Yes."
CS Rep: "Well sir, all you need to do is, when you dial *2 and get the
prompt, you just say 'PRL Update' and the system will do it for you."
Me: "Uhh yeah, but I just DID that, and it didn't happen..."
CS Rep: "Okay sir, all you need to do is dial *2 and say 'PRL Update' at
the automated system prompt..."
No lie. In her poor little head there was simply no course of action
programmed for "what happens when this doesn't work?" and so she
resorted to repeating the same thing... over and over....
I tried it, one more time. The exact same thing happened, only I got a
different rep. He too, went into the "just say..." endless loop.
Afer that second try, I decided that having an out of date PRL isn't so
bad after all.
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- 04-29-2006, 08:01 AM #20Karen in MNGuest
Re: Christ, what happened to Sprint customer service?! (Long)
"Isaiah Beard" <[email protected]> wrote in message
news:[email protected]...
>
> Oh, one funny exchange I had with one rep, after she realized the issue
> to be way over her head:
>
> Rep: "I'm sorry sir, can you speak up? Your signal is breaking up."
>
> Me: "I'll gladly speak up, but I'm actually talking to you on my
> landline phone, so I'm not sure how I can be breaking up."
LOL, I think I got the same person! And I was calling them from the
landline at work.
Hung up, and called back, and got someone with a very thick accent. I said
I had recently upgraded my plan, and someone there incorrectly entered it as
a shared plan, which it wasn't. Her response was "you want to share a
plan?" I said no, it is NOT a shared plan, your rep set it up that way
when he changed my plan, and it isn't supposed to be a share plan. She
asked why I upgraded my plan, and I said it was to include the unlimited
roaming. She said "you want to set up roaming?" I said NO, I changed
plans so roaming is included, but my problem is that they had me set up with
a shared account, and it is NOT shared. She said again "you want to set up
shared plan?" I finally said, give me to another rep. She said "but first
I have to solve your problem." Then SHE started in on the bad
connection/can't hear you spiel, so I just hung up, called back again and
got a very nice person who fixed my account.
I still believe Sprint (and not just their PCS, but their local landline
service) has the absolute worst CS of any company I've dealt with. I have
never had a change made in any part of my service that went right the first
time, they always manage to screw something up, either with the billing or
with the service itself.
However, on the upside, their cellular coverage is the best for my current
area and circumstances, I seldom get a dropped call, and it is rare when I
need to call CS. This wasn't the case with other cell companies I've had.
So I stick with the Sprint for cellular service for that reason.
- 04-29-2006, 10:10 AM #21Steve SobolGuest
Re: Christ, what happened to Sprint customer service?! (Long)
HareBall wrote:
> My biggest problem wit CS is not being able to understand the accents. Sounds
> like they are hiring Mexicans to do the job. If I lived in the Southwest
> somewhere I might be able understand them.
I live in Southern California. I hear plenty of people speak with Mexican
accents every day. The people you're calling are *not* from Mexico.
--
Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
Apple Valley, CA
Resident of Southern California -
the home of beautiful people and butt-ugly traffic jams
- 04-29-2006, 12:02 PM #22HareBallGuest
Re: Christ, what happened to Sprint customer service?! (Long)
Steve Sobol <[email protected]> wrote in
news:[email protected]:
> HareBall wrote:
>
>> My biggest problem wit CS is not being able to understand the accents.
>> Sounds like they are hiring Mexicans to do the job. If I lived in the
>> Southwest somewhere I might be able understand them.
>
> I live in Southern California. I hear plenty of people speak with
> Mexican accents every day. The people you're calling are *not* from
> Mexico.
>
Doesn't really matter where they are from, the point is they don't speak with
American accents. I get very few I can understand.
--
Larry Scott
-----------------------------------------------------------------------
If you will live like no one else,
Later you can live like no one else.
Dave Ramsey
- 04-29-2006, 03:51 PM #23Steve SobolGuest
Re: Christ, what happened to Sprint customer service?! (Long)
HareBall wrote:
> Doesn't really matter where they are from, the point is they don't speak with
> American accents.
Agreed.
--
Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
Apple Valley, CA
Resident of Southern California -
the home of beautiful people and butt-ugly traffic jams
- 04-29-2006, 09:55 PM #24Isaiah BeardGuest
Re: Christ, what happened to Sprint customer service?! (Long)
Steve Sobol wrote:
> HareBall wrote:
>
>> Doesn't really matter where they are from, the point is they don't
>> speak with American accents.
>
> Agreed.
Well as I've said, I can deal with "unamerican" accents, IF they could
understand what I'm saying. It appears they cannot.
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- 04-30-2006, 10:52 AM #25AZ NomadGuest
Re: Christ, what happened to Sprint customer service?! (Long)
On Sat, 29 Apr 2006 14:51:45 -0700, Steve Sobol <[email protected]> wrote:
>HareBall wrote:
>> Doesn't really matter where they are from, the point is they don't speak with
>> American accents.
>Agreed.
I love it when they tell you their name and then correct themself:
Hi! My name is enyabuharabandulehutavi, I mean, my name is Karl!...
- 04-30-2006, 01:24 PM #26DecaturTxCowboyGuest
Re: Christ, what happened to Sprint customer service?! (Long)
AZ Nomad wrote:
> I love it when they tell you their name and then correct themself:
> Hi! My name is enyabuharabandulehutavi, I mean, my name is Karl!...
I need to corner the market in alphabet soup in that country, huh?
- 04-30-2006, 01:49 PM #27Steve SobolGuest
Re: Christ, what happened to Sprint customer service?! (Long)
AZ Nomad wrote:
> On Sat, 29 Apr 2006 14:51:45 -0700, Steve Sobol <[email protected]> wrote:
>
>
>> HareBall wrote:
>
>>> Doesn't really matter where they are from, the point is they don't speak with
>>> American accents.
>
>> Agreed.
>
> I love it when they tell you their name and then correct themself:
> Hi! My name is enyabuharabandulehutavi, I mean, my name is Karl!...
That's one of the things I hate the most about CS outsourced to other
countries. They obviously aren't from here and most likely aren't giving
their real names.
The other thing is that you can outsource to people outside the USA who have
a clue and are actually helpful. I've dealt with offshore programmers before.
Many of them are very highly skilled and eager to help. Even some of the
lower-paid workers like call center workers can be helpful, but it seems like
Sprint's CS people just don't care. That bothered me more than the simpl fact
that they aren't in the US.
--
Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
Apple Valley, CA
Resident of Southern California -
the home of beautiful people and butt-ugly traffic jams
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