Results 1 to 6 of 6
  1. #1
    Bob Smith
    Guest

    "Ed" <[email protected]> wrote in message
    news:[email protected]
    > I received a reply in this group from Clint....Thanks..But, it gets worse.
    > After almost 48 hours..no response from EMAIL on SPRINT help/contact me
    > web page...Nothing..not even something that tells me the email was
    > received...and true to form..no way to track the email outbound from me,
    > thus giving SPRINT another rock to hide under..(what email?...do you have

    a
    > confirmation number?).


    Actually, if you send something into them from their website, a tracking
    number is provided.
    >
    > Since having this problem and doing some research, I've been overwhelmed
    > with the negative comments about SPRINT/CUSTOMER NO SERVICE/CUSTOMER NO
    > LOYALITY that are everywhere.


    Not much now ...

    >
    > I'm getting the impression that there is no appreciation for the customer
    > within SPRINT ...only a disdain. I can't determine if this is a SPRINT
    > problem or an outsourcing problem with cell centers, which are designed to
    > handle problems. I wonder if anyone at SPRINT is tracking how happy
    > customers are?


    Yes, they do. I had a follow up call from them about a call I made into them
    last week.

    > All I see is media ads everywhere recruiting new customers.
    > Ever wonder how much customer 'turnover' there is?


    Less and less churn reported in each quarterly report.

    > Ever wonder why customers
    > leave and you keep having to
    > replace them? It seems like 'screw the customer' is the objective,
    > especially the ones who pay well, sign up for services and NEVER EVER HAVE
    > ANY SUPPORT ISSUES to resolve (thus I would have seen this problem ahead

    of
    > time).
    >
    > Running out of patience.


    So, just what is the problem you are experiencing? It's unclear below on
    whether it's you are Clint with the problem listed below.

    Bob
    >
    > Ed.
    >
    > Original Threads attached.....................................
    > Clint.
    >
    > >Thanks for the reply, but....

    >
    > >The number is a main switchboard. I keep calling and asking for executive
    > >services for PCS. I get transferred multiple times and then eventually

    get
    > >routed back to the old inbound (and rude) CSR queue.

    >
    > >Is there something else I should do (refer to a specific department,

    etc.)
    >
    > >Thanks again.

    >
    > >"cwdanie" <[email protected]> wrote in message

    > news:[email protected]
    > >
    > > go straight to the top. executive services.
    > >
    > > call 800-829-0965
    > >
    > >
    > >
    > >
    > > good luck Ed,
    > > Clint

    >
    > >I have been a customer since pre-1999. Now have a TREO 300 phone - lots

    of
    > >dropped calls BTW.

    >
    > >Now the fun....Just received my latest bill (which I had been

    automatically
    > >paying via AMEX) for the last 3 months

    >
    > >Sprint all of a sudden is charging me for VISION minutes for which I had
    > >previously signed up for on the web for $10/mo unlimited, with a 3 month
    > >trial, after receiving numerous solicitations.

    >
    > >Today, I called customer no-service. Dropped call once, called back, got

    a
    > rude
    > >CSR, he said "I don't bee see'n no VISION on yo account'. I said "I
    > >signed up on the web"..he said, "I don't sees it". I asked for a

    > supervisor.
    > >Same thing. She asked for a confirmation number. I never received a
    > >confirmation number on anything I've ever done on their web site....

    >
    > >The supervisor said they can sign me up now, but can't credit my account

    > for
    > >past charges. I then sent an email on the email page. There is no way to

    > see
    > >the email I sent or the address it went to or a cc function so that I can
    > >track the email in my own account.

    >
    > >How does anyone deal with this company, other than just walking?

    >
    > >Ideas?

    >
    > >(I hate this crap)

    >
    >
    >
    >
    >
    >
    >
    >
    >
    >






    See More: Poor Customer Service Spint PCS/Vision - Chapter 2...




  2. #2
    Ed
    Guest

    Re: Poor Customer Service Spint PCS/Vision - Chapter 2...

    Bob Thanks for your reply, but....

    1. re: web page confirmation number....Where is the confirmation number on
    the web page? I just got a reply that said my email was sent. That's it ...
    nothing more....No way to get a CC for me and no way to track the date and
    time it was sent.

    2. Wish I could get a followup ANYTHING!!!

    3. Churn. Don't know what data you are refereeing to, but in the Atlanta
    market, SPRINT is falling behind. The reason I know is 2 fold: I have a
    friend @ Cingular who says they have been receiving a large number of
    dissatisfied customers from SPRINT who are now at Cingular in the last 60
    days. Secondly...I have a Cingular Phone as well as my SPRINT (probably not
    much longer tho) and the on my last call to Cingular, the CSR told me they
    are getting increased positive feedback due to SPRINT customers who have
    crossed over in this market and are happier with their service since they
    get less dropped calls. Don't know if the last one is BS or not, but I can
    verify that I get almost no dropped calls on Cingular compared to SPRINT in
    the same areas.

    4. My Problem: I posted it 3 days earlier in this thread, and attempted to
    summarize it here for continuity...In summary..I added UNLIMITED VISION to
    my plan over 4 months ago...$10/mo after a 'free 3 month trial' for my TREO
    300 (after being solicited monthly for at least 3 months in a row). Worked
    for 3 months for free. Now I'm getting HUGE charges all of a sudden for
    VISION. The customer no service reps say they do not see VISION on my
    account and I have to pay these charges, but I can add the unlimited VISION
    now. I added this on the web and there was no confirmation number given for
    that either. I emailed on the web page, got no confirmation number, but got
    the notice 'all emails are responded to in no longer than 24 hours'. When I
    posted the original note, It had been 24 hours since I emailed on the WEB
    PAGE. Clint replied to my post, said 'go to the top', gave me a number, I
    called it, asked for executive services, was bounced 4 times and was put in
    the *2 call in queue like any other customer. Thought maybe that was an
    error, repeated the process, and exactly the same thing happened. Obviously,
    calls are being trapped at the top and sent back down to the queue. Lastly
    posted here again...you responded.

    STILL NO REPONSE TO MY ORIGINAL EMAIL sent 8/5. It is now 8/8. So much for
    24 hours..

    The only response I'm getting is from this newsgroup.

    Still looking for ideas on how to address this issue or SPRINT is losing
    another customer since pre-99.

    "Bob Smith" <[email protected]> wrote in message
    news:[email protected]
    >
    > "Ed" <[email protected]> wrote in message
    > news:[email protected]
    > > I received a reply in this group from Clint....Thanks..But, it gets

    worse.
    > > After almost 48 hours..no response from EMAIL on SPRINT help/contact me
    > > web page...Nothing..not even something that tells me the email was
    > > received...and true to form..no way to track the email outbound from me,
    > > thus giving SPRINT another rock to hide under..(what email?...do you

    have
    > a
    > > confirmation number?).

    >
    > Actually, if you send something into them from their website, a tracking
    > number is provided.
    > >
    > > Since having this problem and doing some research, I've been overwhelmed
    > > with the negative comments about SPRINT/CUSTOMER NO SERVICE/CUSTOMER NO
    > > LOYALITY that are everywhere.

    >
    > Not much now ...
    >
    > >
    > > I'm getting the impression that there is no appreciation for the

    customer
    > > within SPRINT ...only a disdain. I can't determine if this is a SPRINT
    > > problem or an outsourcing problem with cell centers, which are designed

    to
    > > handle problems. I wonder if anyone at SPRINT is tracking how happy
    > > customers are?

    >
    > Yes, they do. I had a follow up call from them about a call I made into

    them
    > last week.
    >
    > > All I see is media ads everywhere recruiting new customers.
    > > Ever wonder how much customer 'turnover' there is?

    >
    > Less and less churn reported in each quarterly report.
    >
    > > Ever wonder why customers
    > > leave and you keep having to
    > > replace them? It seems like 'screw the customer' is the objective,
    > > especially the ones who pay well, sign up for services and NEVER EVER

    HAVE
    > > ANY SUPPORT ISSUES to resolve (thus I would have seen this problem ahead

    > of
    > > time).
    > >
    > > Running out of patience.

    >
    > So, just what is the problem you are experiencing? It's unclear below on
    > whether it's you are Clint with the problem listed below.
    >
    > Bob
    > >
    > > Ed.
    > >
    > > Original Threads attached.....................................
    > > Clint.
    > >
    > > >Thanks for the reply, but....

    > >
    > > >The number is a main switchboard. I keep calling and asking for

    executive
    > > >services for PCS. I get transferred multiple times and then eventually

    > get
    > > >routed back to the old inbound (and rude) CSR queue.

    > >
    > > >Is there something else I should do (refer to a specific department,

    > etc.)
    > >
    > > >Thanks again.

    > >
    > > >"cwdanie" <[email protected]> wrote in message

    > > news:[email protected]
    > > >
    > > > go straight to the top. executive services.
    > > >
    > > > call 800-829-0965
    > > >
    > > >
    > > >
    > > >
    > > > good luck Ed,
    > > > Clint

    > >
    > > >I have been a customer since pre-1999. Now have a TREO 300 phone - lots

    > of
    > > >dropped calls BTW.

    > >
    > > >Now the fun....Just received my latest bill (which I had been

    > automatically
    > > >paying via AMEX) for the last 3 months

    > >
    > > >Sprint all of a sudden is charging me for VISION minutes for which I

    had
    > > >previously signed up for on the web for $10/mo unlimited, with a 3

    month
    > > >trial, after receiving numerous solicitations.

    > >
    > > >Today, I called customer no-service. Dropped call once, called back,

    got
    > a
    > > rude
    > > >CSR, he said "I don't bee see'n no VISION on yo account'. I said "I
    > > >signed up on the web"..he said, "I don't sees it". I asked for a

    > > supervisor.
    > > >Same thing. She asked for a confirmation number. I never received a
    > > >confirmation number on anything I've ever done on their web site....

    > >
    > > >The supervisor said they can sign me up now, but can't credit my

    account
    > > for
    > > >past charges. I then sent an email on the email page. There is no way

    to
    > > see
    > > >the email I sent or the address it went to or a cc function so that I

    can
    > > >track the email in my own account.

    > >
    > > >How does anyone deal with this company, other than just walking?

    > >
    > > >Ideas?

    > >
    > > >(I hate this crap)

    > >
    > >
    > >
    > >
    > >
    > >
    > >
    > >
    > >
    > >

    >
    >







  3. #3
    Ed
    Guest

    Re: Poor Customer Service Spint PCS/Vision - Chapter 2...

    Update...

    Sent another email and just did a print screen before and after.....NO
    CONFIRMATION NUMBER ANYWHERE.....

    Called back to executive services,,,,what a joke...re-routed me again to the
    inbound CSR queue. I stayed this time and became outraged....

    BUT! I finally calmed down and asked the girl one more time to review my
    service plans. She confirmed that I DID SIGN UP FOR UNLIMITED VISION FOR
    $10/month with a 3 month free trial, but was later taken off later for no
    reason. She then started to understand my outrage. She got her supervisor to
    add that plan back (since it is no longer available) and also gave me a
    credit for the overcharging last month. They are calling me back on the
    previous month's credit, and now they are apologizing profusely for the rude
    behavior and overcharging to the tune of over $500 VISION usage.

    Still have no email responses, but this REP was the first of 5 that was able
    to understand the problem and what was happening....

    SPRINT seems to be on the bleeding edge of their capability on systems and
    training...what a nightmare...things shouldn't be this difficult.

    Almost a goner.....

    "Ed" <[email protected]> wrote in message
    news:[email protected]
    > Bob Thanks for your reply, but....
    >
    > 1. re: web page confirmation number....Where is the confirmation number

    on
    > the web page? I just got a reply that said my email was sent. That's it

    ....
    > nothing more....No way to get a CC for me and no way to track the date and
    > time it was sent.
    >
    > 2. Wish I could get a followup ANYTHING!!!
    >
    > 3. Churn. Don't know what data you are refereeing to, but in the Atlanta
    > market, SPRINT is falling behind. The reason I know is 2 fold: I have a
    > friend @ Cingular who says they have been receiving a large number of
    > dissatisfied customers from SPRINT who are now at Cingular in the last 60
    > days. Secondly...I have a Cingular Phone as well as my SPRINT (probably

    not
    > much longer tho) and the on my last call to Cingular, the CSR told me they
    > are getting increased positive feedback due to SPRINT customers who have
    > crossed over in this market and are happier with their service since they
    > get less dropped calls. Don't know if the last one is BS or not, but I can
    > verify that I get almost no dropped calls on Cingular compared to SPRINT

    in
    > the same areas.
    >
    > 4. My Problem: I posted it 3 days earlier in this thread, and attempted to
    > summarize it here for continuity...In summary..I added UNLIMITED VISION to
    > my plan over 4 months ago...$10/mo after a 'free 3 month trial' for my

    TREO
    > 300 (after being solicited monthly for at least 3 months in a row). Worked
    > for 3 months for free. Now I'm getting HUGE charges all of a sudden for
    > VISION. The customer no service reps say they do not see VISION on my
    > account and I have to pay these charges, but I can add the unlimited

    VISION
    > now. I added this on the web and there was no confirmation number given

    for
    > that either. I emailed on the web page, got no confirmation number, but

    got
    > the notice 'all emails are responded to in no longer than 24 hours'. When

    I
    > posted the original note, It had been 24 hours since I emailed on the WEB
    > PAGE. Clint replied to my post, said 'go to the top', gave me a number, I
    > called it, asked for executive services, was bounced 4 times and was put

    in
    > the *2 call in queue like any other customer. Thought maybe that was an
    > error, repeated the process, and exactly the same thing happened.

    Obviously,
    > calls are being trapped at the top and sent back down to the queue. Lastly
    > posted here again...you responded.
    >
    > STILL NO REPONSE TO MY ORIGINAL EMAIL sent 8/5. It is now 8/8. So much for
    > 24 hours..
    >
    > The only response I'm getting is from this newsgroup.
    >
    > Still looking for ideas on how to address this issue or SPRINT is losing
    > another customer since pre-99.
    >
    > "Bob Smith" <[email protected]> wrote in message
    > news:[email protected]
    > >
    > > "Ed" <[email protected]> wrote in message
    > > news:[email protected]
    > > > I received a reply in this group from Clint....Thanks..But, it gets

    > worse.
    > > > After almost 48 hours..no response from EMAIL on SPRINT help/contact

    me
    > > > web page...Nothing..not even something that tells me the email was
    > > > received...and true to form..no way to track the email outbound from

    me,
    > > > thus giving SPRINT another rock to hide under..(what email?...do you

    > have
    > > a
    > > > confirmation number?).

    > >
    > > Actually, if you send something into them from their website, a tracking
    > > number is provided.
    > > >
    > > > Since having this problem and doing some research, I've been

    overwhelmed
    > > > with the negative comments about SPRINT/CUSTOMER NO SERVICE/CUSTOMER

    NO
    > > > LOYALITY that are everywhere.

    > >
    > > Not much now ...
    > >
    > > >
    > > > I'm getting the impression that there is no appreciation for the

    > customer
    > > > within SPRINT ...only a disdain. I can't determine if this is a SPRINT
    > > > problem or an outsourcing problem with cell centers, which are

    designed
    > to
    > > > handle problems. I wonder if anyone at SPRINT is tracking how happy
    > > > customers are?

    > >
    > > Yes, they do. I had a follow up call from them about a call I made into

    > them
    > > last week.
    > >
    > > > All I see is media ads everywhere recruiting new customers.
    > > > Ever wonder how much customer 'turnover' there is?

    > >
    > > Less and less churn reported in each quarterly report.
    > >
    > > > Ever wonder why customers
    > > > leave and you keep having to
    > > > replace them? It seems like 'screw the customer' is the objective,
    > > > especially the ones who pay well, sign up for services and NEVER EVER

    > HAVE
    > > > ANY SUPPORT ISSUES to resolve (thus I would have seen this problem

    ahead
    > > of
    > > > time).
    > > >
    > > > Running out of patience.

    > >
    > > So, just what is the problem you are experiencing? It's unclear below on
    > > whether it's you are Clint with the problem listed below.
    > >
    > > Bob
    > > >
    > > > Ed.
    > > >
    > > > Original Threads attached.....................................
    > > > Clint.
    > > >
    > > > >Thanks for the reply, but....
    > > >
    > > > >The number is a main switchboard. I keep calling and asking for

    > executive
    > > > >services for PCS. I get transferred multiple times and then

    eventually
    > > get
    > > > >routed back to the old inbound (and rude) CSR queue.
    > > >
    > > > >Is there something else I should do (refer to a specific department,

    > > etc.)
    > > >
    > > > >Thanks again.
    > > >
    > > > >"cwdanie" <[email protected]> wrote in message
    > > > news:[email protected]
    > > > >
    > > > > go straight to the top. executive services.
    > > > >
    > > > > call 800-829-0965
    > > > >
    > > > >
    > > > >
    > > > >
    > > > > good luck Ed,
    > > > > Clint
    > > >
    > > > >I have been a customer since pre-1999. Now have a TREO 300 phone -

    lots
    > > of
    > > > >dropped calls BTW.
    > > >
    > > > >Now the fun....Just received my latest bill (which I had been

    > > automatically
    > > > >paying via AMEX) for the last 3 months
    > > >
    > > > >Sprint all of a sudden is charging me for VISION minutes for which I

    > had
    > > > >previously signed up for on the web for $10/mo unlimited, with a 3

    > month
    > > > >trial, after receiving numerous solicitations.
    > > >
    > > > >Today, I called customer no-service. Dropped call once, called back,

    > got
    > > a
    > > > rude
    > > > >CSR, he said "I don't bee see'n no VISION on yo account'. I said "I
    > > > >signed up on the web"..he said, "I don't sees it". I asked for a
    > > > supervisor.
    > > > >Same thing. She asked for a confirmation number. I never received a
    > > > >confirmation number on anything I've ever done on their web site....
    > > >
    > > > >The supervisor said they can sign me up now, but can't credit my

    > account
    > > > for
    > > > >past charges. I then sent an email on the email page. There is no way

    > to
    > > > see
    > > > >the email I sent or the address it went to or a cc function so that I

    > can
    > > > >track the email in my own account.
    > > >
    > > > >How does anyone deal with this company, other than just walking?
    > > >
    > > > >Ideas?
    > > >
    > > > >(I hate this crap)
    > > >
    > > >
    > > >
    > > >
    > > >
    > > >
    > > >
    > > >
    > > >
    > > >

    > >
    > >

    >
    >
    >






  4. #4
    Bob Smith
    Guest

    Re: Poor Customer Service Spint PCS/Vision - Chapter 2...


    "Ed" <[email protected]> wrote in message
    news:[email protected]
    > Bob Thanks for your reply, but....
    >
    > 1. re: web page confirmation number....Where is the confirmation number

    on
    > the web page? I just got a reply that said my email was sent. That's it

    ....
    > nothing more....No way to get a CC for me and no way to track the date and
    > time it was sent.


    The confirmation number shows up immediately after sending the email from
    the website. That reference number will show up in the subject line in a
    return email from SPCS CS.
    >
    > 2. Wish I could get a followup ANYTHING!!!
    >
    > 3. Churn. Don't know what data you are refereeing to, but in the Atlanta
    > market, SPRINT is falling behind. The reason I know is 2 fold: I have a
    > friend @ Cingular who says they have been receiving a large number of
    > dissatisfied customers from SPRINT who are now at Cingular in the last 60
    > days.


    Oh, so you cite data from a friend from Cingular. That's hardly a verifyable
    source. Try reading SPCS's last quarterly report.
    http://www.sprint.com/sprint/ir/fn/qe/pcs2q03.pdf Churn went down to 2.4%.

    > Secondly...I have a Cingular Phone as well as my SPRINT (probably not
    > much longer tho) and the on my last call to Cingular, the CSR told me they
    > are getting increased positive feedback due to SPRINT customers who have
    > crossed over in this market and are happier with their service since they
    > get less dropped calls. Don't know if the last one is BS or not, but I can
    > verify that I get almost no dropped calls on Cingular compared to SPRINT

    in
    > the same areas.


    Again, not verifyable source ...

    >
    > 4. My Problem: I posted it 3 days earlier in this thread, and attempted to
    > summarize it here for continuity...In summary..I added UNLIMITED VISION to
    > my plan over 4 months ago...$10/mo after a 'free 3 month trial' for my

    TREO
    > 300 (after being solicited monthly for at least 3 months in a row). Worked
    > for 3 months for free. Now I'm getting HUGE charges all of a sudden for
    > VISION. The customer no service reps say they do not see VISION on my
    > account and I have to pay these charges, but I can add the unlimited

    VISION
    > now. I added this on the web and there was no confirmation number given

    for
    > that either. I emailed on the web page, got no confirmation number, but

    got
    > the notice 'all emails are responded to in no longer than 24 hours'. When

    I
    > posted the original note, It had been 24 hours since I emailed on the WEB
    > PAGE. Clint replied to my post, said 'go to the top', gave me a number, I
    > called it, asked for executive services, was bounced 4 times and was put

    in
    > the *2 call in queue like any other customer. Thought maybe that was an
    > error, repeated the process, and exactly the same thing happened.

    Obviously,
    > calls are being trapped at the top and sent back down to the queue. Lastly
    > posted here again...you responded.


    Well, I'm not with SPCS, but just a long term user and a long term poster
    here.
    >
    > STILL NO REPONSE TO MY ORIGINAL EMAIL sent 8/5. It is now 8/8. So much for
    > 24 hours..
    >
    > The only response I'm getting is from this newsgroup.
    >
    > Still looking for ideas on how to address this issue or SPRINT is losing
    > another customer since pre-99.


    I'm curious ... Didn't you ever look at your plan on line, to verify Vision
    was on your account, or on your monthly bills? Even if you weren't charged
    for it in the first two months, you should have noticed whether it was on
    your account from either source.

    What I'd recommend is going back into your manage page, then "Contact Us",
    then hit the email link. Compose your email, then before hitting the send
    key, do a copy and paste into a notepad file of all your comments and save
    the file. Then send the email and note the confirmation number. If you don't
    hear back from SPCS within 24 hours, send them an email of your comments,
    and include the confirmation number (as mentioned above) in the subject
    line. I don't have the reply address at this time, as my usual computer is
    at my home office getting restored.

    <snipped>

    Bob





  5. #5
    Ed
    Guest

    Re: Poor Customer Service Spint PCS/Vision - Chapter 2...

    Well....

    The saga may be over...

    I called in again to the executive services number. I was bounced to the
    main inbound CSR queue again (once they determined that I was a sprint PCS
    customer..what's the point of an escalation procedure if all they do is send
    u back?) anyway....

    I finally spoke with a CSR that actually took the time to look at my account
    instead of parroting some script they've been given...She seemed
    intelligent, well spoken, and willing to take the time to investigate the
    issue. A BIG difference from the previous 5 CSR's I spoke with. In about 60
    seconds, she said..."Oh my god, you had the flat rate $10 per month last
    February when you re-newed the contract, but I see for some reason, it was
    dropped......no wonder you're upset since I see you've been overbilled
    hundreds of dollars. I'm very sorry. Let me get my supervisor...."

    After about a 15 min call (I had already decided it was the last call...I
    was going to be transferred to the line that cancels your service), I had
    over $350 credits issued (the amount that I was overcharged) AND my original
    $10/mo flat rate VISION re-instated. They did ask me if I would accept the
    $15 flat rate since the $10 was no longer offered. I replied.."NO", because
    that is not what I agreed to...they said they agreed and they found a "way"
    to put the VISION back to $10 per month. I asked for a follow-up phone call
    on my cell by a supervisor to confirm everything AGAIN after it was all
    completed. That was done at about midnight Friday night...about 8 hours
    after the problem was resolved. She didn't leave a name or number, but
    confirmed all the numbers again about the credits and dates etc. She also
    said she was tired and this was her last call of the evening. Wonder what's
    going on there...anyway..glad she re-confirmed everything.

    As for the CSR that finally investigated the problem, she was a real
    "find"...(for all I know the previous 5 could be the same 2 sub-contractors
    sitting in a cubicle somewhere transferring the calls back and forth
    pre-tending to be supervisors parroting the same script, giving the same
    rude responses).

    Re: the posters who helped....Thanks...

    Please remember that I am a customer and wanted to continue to be a customer
    and probably went farther than many would in attempting to resolve this
    issue as opposed to just canceling my service. And in this resolution, I
    never received anything in addition to what I contractually agreed to for
    all the crap I endured...not a single free minute for over billing of over
    $350. Just apologies from the last CSR and her supervisor.

    Just a few observations:
    1.The emails did not ever work. I have the print screens before and after.
    There is no confirmation number that pops up, contrary to what has been
    posted. Not a single response for either. Seems something very simple is a
    CC: email back to me like is done at EBAY emails would easily allow me to
    get a copy of what was 'sent', with a confirmation number, date, time and
    whatever else. Pretty simple for a 'communications' company I would think.
    2. Most of the CSR's I encountered were rude. Don't know what's going on
    here...
    3. I have had Cingular service since 2000 (just to acquire a number that I
    wanted) and maintain an account there and am a customer in good standing.
    Not as many minutes and no data/test service so it is simpler and less
    complicated. But, I do know what I'm talking about regarding their service
    and re: the few calls to cingular CSR's, they seemed to be more pleasant and
    were never yet rude. They made a billing mistake once on a new contract, the
    next month I caught it, they immediately fixed it, credited me some free
    stuff and were nice about it. One call is all it took.
    4. Re: checking my account on the web..Sure I checked it..but didn't do a
    print screen of that "way back when". I never assumed things would just
    "change" without my knowledge or consent. Have we really gotten to the point
    that we must archive every single transaction/screen/status? Assuming these
    were all honest errors and mistakes (what else could I assume), I'm really
    wondering if SPRINT has outrun their support infrastructure and tools in
    dealing with their customers?

    I have no axe to grind either way...I just don't like hassles and would have
    preferred to not to have endured this....

    Reach your own conclusions.

    "Bob Smith" <[email protected]> wrote in message
    news:[email protected]
    >
    > "Ed" <[email protected]> wrote in message
    > news:[email protected]
    > > Bob Thanks for your reply, but....
    > >
    > > 1. re: web page confirmation number....Where is the confirmation number

    > on
    > > the web page? I just got a reply that said my email was sent. That's it

    > ...
    > > nothing more....No way to get a CC for me and no way to track the date

    and
    > > time it was sent.

    >
    > The confirmation number shows up immediately after sending the email from
    > the website. That reference number will show up in the subject line in a
    > return email from SPCS CS.
    > >
    > > 2. Wish I could get a followup ANYTHING!!!
    > >
    > > 3. Churn. Don't know what data you are refereeing to, but in the Atlanta
    > > market, SPRINT is falling behind. The reason I know is 2 fold: I have a
    > > friend @ Cingular who says they have been receiving a large number of
    > > dissatisfied customers from SPRINT who are now at Cingular in the last

    60
    > > days.

    >
    > Oh, so you cite data from a friend from Cingular. That's hardly a

    verifyable
    > source. Try reading SPCS's last quarterly report.
    > http://www.sprint.com/sprint/ir/fn/qe/pcs2q03.pdf Churn went down to 2.4%.
    >
    > > Secondly...I have a Cingular Phone as well as my SPRINT (probably not
    > > much longer tho) and the on my last call to Cingular, the CSR told me

    they
    > > are getting increased positive feedback due to SPRINT customers who have
    > > crossed over in this market and are happier with their service since

    they
    > > get less dropped calls. Don't know if the last one is BS or not, but I

    can
    > > verify that I get almost no dropped calls on Cingular compared to SPRINT

    > in
    > > the same areas.

    >
    > Again, not verifyable source ...
    >
    > >
    > > 4. My Problem: I posted it 3 days earlier in this thread, and attempted

    to
    > > summarize it here for continuity...In summary..I added UNLIMITED VISION

    to
    > > my plan over 4 months ago...$10/mo after a 'free 3 month trial' for my

    > TREO
    > > 300 (after being solicited monthly for at least 3 months in a row).

    Worked
    > > for 3 months for free. Now I'm getting HUGE charges all of a sudden for
    > > VISION. The customer no service reps say they do not see VISION on my
    > > account and I have to pay these charges, but I can add the unlimited

    > VISION
    > > now. I added this on the web and there was no confirmation number given

    > for
    > > that either. I emailed on the web page, got no confirmation number, but

    > got
    > > the notice 'all emails are responded to in no longer than 24 hours'.

    When
    > I
    > > posted the original note, It had been 24 hours since I emailed on the

    WEB
    > > PAGE. Clint replied to my post, said 'go to the top', gave me a number,

    I
    > > called it, asked for executive services, was bounced 4 times and was put

    > in
    > > the *2 call in queue like any other customer. Thought maybe that was an
    > > error, repeated the process, and exactly the same thing happened.

    > Obviously,
    > > calls are being trapped at the top and sent back down to the queue.

    Lastly
    > > posted here again...you responded.

    >
    > Well, I'm not with SPCS, but just a long term user and a long term poster
    > here.
    > >
    > > STILL NO REPONSE TO MY ORIGINAL EMAIL sent 8/5. It is now 8/8. So much

    for
    > > 24 hours..
    > >
    > > The only response I'm getting is from this newsgroup.
    > >
    > > Still looking for ideas on how to address this issue or SPRINT is losing
    > > another customer since pre-99.

    >
    > I'm curious ... Didn't you ever look at your plan on line, to verify

    Vision
    > was on your account, or on your monthly bills? Even if you weren't charged
    > for it in the first two months, you should have noticed whether it was on
    > your account from either source.
    >
    > What I'd recommend is going back into your manage page, then "Contact Us",
    > then hit the email link. Compose your email, then before hitting the send
    > key, do a copy and paste into a notepad file of all your comments and save
    > the file. Then send the email and note the confirmation number. If you

    don't
    > hear back from SPCS within 24 hours, send them an email of your comments,
    > and include the confirmation number (as mentioned above) in the subject
    > line. I don't have the reply address at this time, as my usual computer is
    > at my home office getting restored.
    >
    > <snipped>
    >
    > Bob
    >
    >






  6. #6
    Ed
    Guest

    Re: Poor Customer Service Spint PCS/Vision - Chapter 2...

    Well....

    The saga may be over...

    I called in again to the executive services number. I was bounced to the
    main inbound CSR queue again (once they determined that I was a sprint PCS
    customer..what's the point of an escalation procedure if all they do is send
    u back?) anyway....

    I finally spoke with a CSR that actually took the time to look at my account
    instead of parroting some script they've been given...She seemed
    intelligent, well spoken, and willing to take the time to investigate the
    issue. A BIG difference from the previous 5 CSR's I spoke with. In about 60
    seconds, she said..."Oh my god, you had the flat rate $10 per month last
    February when you re-newed the contract, but I see for some reason, it was
    dropped......no wonder you're upset since I see you've been overbilled
    hundreds of dollars. I'm very sorry. Let me get my supervisor...."

    After about a 15 min call (I had already decided it was the last call...I
    was going to be transferred to the line that cancels your service), I had
    over $350 credits issued (the amount that I was overcharged) AND my original
    $10/mo flat rate VISION re-instated. They did ask me if I would accept the
    $15 flat rate since the $10 was no longer offered. I replied.."NO", because
    that is not what I agreed to...they said they agreed and they found a "way"
    to put the VISION back to $10 per month. I asked for a follow-up phone call
    on my cell by a supervisor to confirm everything AGAIN after it was all
    completed. That was done at about midnight Friday night...about 8 hours
    after the problem was resolved. She didn't leave a name or number, but
    confirmed all the numbers again about the credits and dates etc. She also
    said she was tired and this was her last call of the evening. Wonder what's
    going on there...anyway..glad she re-confirmed everything.

    As for the CSR that finally investigated the problem, she was a real
    "find"...(for all I know the previous 5 could be the same 2 sub-contractors
    sitting in a cubicle somewhere transferring the calls back and forth
    pre-tending to be supervisors parroting the same script, giving the same
    rude responses).

    Re: the posters who helped....Thanks...

    Please remember that I am a customer and wanted to continue to be a customer
    and probably went farther than many would in attempting to resolve this
    issue as opposed to just canceling my service. And in this resolution, I
    never received anything in addition to what I contractually agreed to for
    all the crap I endured...not a single free minute for over billing of over
    $350. Just apologies from the last CSR and her supervisor.

    Just a few observations:
    1.The emails did not ever work. I have the print screens before and after.
    There is no confirmation number that pops up, contrary to what has been
    posted. Not a single response for either. Seems something very simple is a
    CC: email back to me like is done at EBAY emails would easily allow me to
    get a copy of what was 'sent', with a confirmation number, date, time and
    whatever else. Pretty simple for a 'communications' company I would think.
    2. Most of the CSR's I encountered were rude. Don't know what's going on
    here...
    3. I have had Cingular service since 2000 (just to acquire a number that I
    wanted) and maintain an account there and am a customer in good standing.
    Not as many minutes and no data/test service so it is simpler and less
    complicated. But, I do know what I'm talking about regarding their service
    and re: the few calls to cingular CSR's, they seemed to be more pleasant and
    were never yet rude. They made a billing mistake once on a new contract, the
    next month I caught it, they immediately fixed it, credited me some free
    stuff and were nice about it. One call is all it took.
    4. Re: checking my account on the web..Sure I checked it..but didn't do a
    print screen of that "way back when". I never assumed things would just
    "change" without my knowledge or consent. Have we really gotten to the point
    that we must archive every single transaction/screen/status? Assuming these
    were all honest errors and mistakes (what else could I assume), I'm really
    wondering if SPRINT has outrun their support infrastructure and tools in
    dealing with their customers?

    I have no axe to grind either way...I just don't like hassles and would have
    preferred to not to have endured this....

    Reach your own conclusions.

    "Bob Smith" <[email protected]> wrote in message
    news:[email protected]
    >
    > "Ed" <[email protected]> wrote in message
    > news:[email protected]
    > > Bob Thanks for your reply, but....
    > >
    > > 1. re: web page confirmation number....Where is the confirmation number

    > on
    > > the web page? I just got a reply that said my email was sent. That's it

    > ...
    > > nothing more....No way to get a CC for me and no way to track the date

    and
    > > time it was sent.

    >
    > The confirmation number shows up immediately after sending the email from
    > the website. That reference number will show up in the subject line in a
    > return email from SPCS CS.
    > >
    > > 2. Wish I could get a followup ANYTHING!!!
    > >
    > > 3. Churn. Don't know what data you are refereeing to, but in the Atlanta
    > > market, SPRINT is falling behind. The reason I know is 2 fold: I have a
    > > friend @ Cingular who says they have been receiving a large number of
    > > dissatisfied customers from SPRINT who are now at Cingular in the last

    60
    > > days.

    >
    > Oh, so you cite data from a friend from Cingular. That's hardly a

    verifyable
    > source. Try reading SPCS's last quarterly report.
    > http://www.sprint.com/sprint/ir/fn/qe/pcs2q03.pdf Churn went down to 2.4%.
    >
    > > Secondly...I have a Cingular Phone as well as my SPRINT (probably not
    > > much longer tho) and the on my last call to Cingular, the CSR told me

    they
    > > are getting increased positive feedback due to SPRINT customers who have
    > > crossed over in this market and are happier with their service since

    they
    > > get less dropped calls. Don't know if the last one is BS or not, but I

    can
    > > verify that I get almost no dropped calls on Cingular compared to SPRINT

    > in
    > > the same areas.

    >
    > Again, not verifyable source ...
    >
    > >
    > > 4. My Problem: I posted it 3 days earlier in this thread, and attempted

    to
    > > summarize it here for continuity...In summary..I added UNLIMITED VISION

    to
    > > my plan over 4 months ago...$10/mo after a 'free 3 month trial' for my

    > TREO
    > > 300 (after being solicited monthly for at least 3 months in a row).

    Worked
    > > for 3 months for free. Now I'm getting HUGE charges all of a sudden for
    > > VISION. The customer no service reps say they do not see VISION on my
    > > account and I have to pay these charges, but I can add the unlimited

    > VISION
    > > now. I added this on the web and there was no confirmation number given

    > for
    > > that either. I emailed on the web page, got no confirmation number, but

    > got
    > > the notice 'all emails are responded to in no longer than 24 hours'.

    When
    > I
    > > posted the original note, It had been 24 hours since I emailed on the

    WEB
    > > PAGE. Clint replied to my post, said 'go to the top', gave me a number,

    I
    > > called it, asked for executive services, was bounced 4 times and was put

    > in
    > > the *2 call in queue like any other customer. Thought maybe that was an
    > > error, repeated the process, and exactly the same thing happened.

    > Obviously,
    > > calls are being trapped at the top and sent back down to the queue.

    Lastly
    > > posted here again...you responded.

    >
    > Well, I'm not with SPCS, but just a long term user and a long term poster
    > here.
    > >
    > > STILL NO REPONSE TO MY ORIGINAL EMAIL sent 8/5. It is now 8/8. So much

    for
    > > 24 hours..
    > >
    > > The only response I'm getting is from this newsgroup.
    > >
    > > Still looking for ideas on how to address this issue or SPRINT is losing
    > > another customer since pre-99.

    >
    > I'm curious ... Didn't you ever look at your plan on line, to verify

    Vision
    > was on your account, or on your monthly bills? Even if you weren't charged
    > for it in the first two months, you should have noticed whether it was on
    > your account from either source.
    >
    > What I'd recommend is going back into your manage page, then "Contact Us",
    > then hit the email link. Compose your email, then before hitting the send
    > key, do a copy and paste into a notepad file of all your comments and save
    > the file. Then send the email and note the confirmation number. If you

    don't
    > hear back from SPCS within 24 hours, send them an email of your comments,
    > and include the confirmation number (as mentioned above) in the subject
    > line. I don't have the reply address at this time, as my usual computer is
    > at my home office getting restored.
    >
    > <snipped>
    >
    > Bob
    >
    >






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