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  1. #1
    Phillipe
    Guest
    In article <[email protected]>,
    [email protected] (SprintPCS Tech) wrote:

    > There have been some steps taken to attempt to improve customer service,
    > but to see if its working, we'll have to wait.


    It's good you are so loyal to Sprint, but I have seen no one post here
    who has experienced improved Service. The horror stories continue. We
    have seen affiliates go belly up, we have seen hidden price increases
    disquised as Cost recovery fees, we have seen Executive Services
    blocked, we see Sprint owned stores fake repairs, refuse to do upgrades,
    etc, etc. We see activatiopn fees increase. We see *4 charged for, we
    see longer hold times calling Sprint, with advocates that hang up on
    you, or at best transfer you to a colleague pretending its to a
    supervisor......

    We see press releases about improved service, what can we turn to
    as evidence of such improvements?



    See More: Customer Service at SprintPCS




  2. #2
    Bob Smith
    Guest

    Re: Customer Service at SprintPCS


    "Phillipe" <[email protected]> wrote in message
    news[email protected]
    > In article <[email protected]>,
    > [email protected] (SprintPCS Tech) wrote:
    >
    > > There have been some steps taken to attempt to improve customer service,
    > > but to see if its working, we'll have to wait.

    >
    > It's good you are so loyal to Sprint, but I have seen no one post here
    > who has experienced improved Service.


    Then you've bypassed those threads. Quite a few of us have mentioned the
    improved service, including the follow up quality control costs following
    the original call into the CS dept.

    > The horror stories continue. We have seen affiliates go belly up.


    And this has to do with SPCS how? One had just declared Chapter 11.

    > we have seen hidden price increases disquised as Cost recovery fees.


    Of which, SPCS has included notification, both on their bills, in inserts
    and online.

    > we have seen Executive Services blocked.


    And rightfully so. Not every problem needs to go up to Executive Services,
    and when idiots here post the direct telephone numbers, Executive Services
    receive an extraordinary amount of calls they shouldn't get. BTW, just who
    says the customer needs to be in contact with the Executive Services Dept
    anyway?

    > we see Sprint owned stores fake repairs.


    And what fake repairs are you talking about? Not upgrading the firmware or
    the PRL? The stores really don't do anything else.

    > refuse to do upgrades.


    Maybe they don't have the upgrades loaded on their in house system? I'm not
    saying that it's right, as those upgrades should be automatically downloaded
    to each store, but it's possible the staff isn't aware of the new upgrade,
    or that it may or may not be on their syste.

    > etc, etc. We see activatiopn fees increase.


    Whoopteedo ... Only a buck.

    > We see *4 charged for,


    Not any more ... for almost a year now.

    > we see longer hold times calling Sprint, with advocates that hang up on
    > you, or at best transfer you to a colleague pretending its to a
    > supervisor......


    About this alleged delay, this is just blather. I see people saying here
    that they've been on hold for 20 minutes ... to speak with a rep, and it's
    hasn't happened with yours truly for a couple of years now. I just did a
    call into CS, to ask when my AA expired. After telling Claire "Annual
    Agreement", it took no longer than 30 seconds to get a live rep.
    Unfortunately, she said the system was down, and would be for at least an
    hour, I still got in immediately. BTW, when the rep did initially answer,
    she said the system was down before I asked my question.

    >
    > We see press releases about improved service, what can we turn to
    > as evidence of such improvements?


    No charges for #4, faster CS response, improved CS relations, quality
    control follow up calls, applying credits on accounts that had coding
    problems, applying credits on those accounts who complained about the WLNP
    charges.

    Bob





  3. #3
    daye
    Guest

    Re: Customer Service at SprintPCS

    So it's always the customers' fault, what a great business pattern! Why not
    you loyal Sprint fans persuade Sprint discontinue any non-unlimited usage
    plan? Obviously Sprint has different vision..

    "Bob Smith" <[email protected]> wrote in message
    news:7lQ%[email protected]
    >
    > Well, one can put into this perspective, though. The only folks who were
    > charged for calling #4, were calling it consistantly, using up the system
    > resources much more than the regular customers. The low plan prepay folks,
    > without a credit check, who probably shouldn't of had cellular service

    first
    > place.






  4. #4
    Bob Smith
    Guest

    Re: Customer Service at SprintPCS


    "daye" <[email protected]> wrote in message
    news:[email protected]
    > So it's always the customers' fault, what a great business pattern! Why

    not
    > you loyal Sprint fans persuade Sprint discontinue any non-unlimited usage
    > plan? Obviously Sprint has different vision..


    No, it's not the customer's fault ... Did I say it was the customer's fault?
    No ... I didn't!. What's more, if you are going to reply to the post, why
    don't you do a full reply, to where I said "It was a bad P/R job by SPCS
    though, by charging for it. They just shouldn't have tried to add the bad
    pay/no credit accounts in the first place ..."

    Bob





  5. #5
    daye
    Guest

    Re: Customer Service at SprintPCS

    "Bob Smith" <[email protected]> wrote in message
    news:7lQ%[email protected]
    > Well, one can put into this perspective, though. The only folks who were
    > charged for calling #4, were calling it consistantly, using up the system
    > resources much more than the regular customers. The low plan prepay folks,
    > without a credit check, who probably shouldn't of had cellular service

    first
    > place.


    Liar, liar, liar. I haven't heard of this #4 thing until I read this post.
    Intuitively, I made a try; and was subsequently charged by Sprint. I am a
    long time customer, on a high monthly plan, with reasonably income if that
    counts, but was still charged for one time use. So what's your point?





  6. #6
    Bob Smith
    Guest

    Re: Customer Service at SprintPCS


    "daye" <[email protected]> wrote in message
    news:[email protected]
    > "Bob Smith" <[email protected]> wrote in message
    > news:7lQ%[email protected]
    > > Well, one can put into this perspective, though. The only folks who were
    > > charged for calling #4, were calling it consistantly, using up the

    system
    > > resources much more than the regular customers. The low plan prepay

    folks,
    > > without a credit check, who probably shouldn't of had cellular service

    > first
    > > place.

    >
    > Liar, liar, liar. I haven't heard of this #4 thing until I read this

    post.
    > Intuitively, I made a try; and was subsequently charged by Sprint. I am a
    > long time customer, on a high monthly plan, with reasonably income if that
    > counts, but was still charged for one time use. So what's your point?
    >

    And now you are calling me a liar? Long time customer? That's not what you
    said in April ... http://tinyurl.com/kce7 . You said you were still in your
    14 day trial period then.

    SPCS was only applying the charge (as a specific charge and not as minutes
    used) to their low minute, no credit check customers last year.

    Are you saying that SPCS was charging you $$ since you initiated coverage
    with SPCS back then.

    Bob





  7. #7
    tom ronson
    Guest

    Re: Customer Service at SprintPCS

    "Bob Smith" <[email protected]> wrote in message
    news:P3P%[email protected]

    > And this has to do with SPCS how? One had just declared Chapter 11.


    re: local Sprint affils ---- Doesn't this remove subscribers from the Sprint
    totals? I mean if there's no deal there's no customers --- hence lower
    subscriber counts. Maybe Quest will bump this, but not until after later
    this year. It also hurts SPCS users directly in the area with closed local
    solutions and reduced capacity.

    It does make me wonder if SPCS is trying to break mom 'n pop so they can buy
    cheaply at the bankruptcy court --- but I'd think Vzw would help keep it
    from being a route.

    > About this alleged delay, this is just blather. I see people saying here
    > that they've been on hold for 20 minutes ... to speak with a rep, and it's
    > hasn't happened with yours truly for a couple of years now.


    It doesn't happen to you so it's blather? Interesting and insular position,
    Bob.

    > No charges for #4, faster CS response,


    uses air time, so it's not complettly free.

    >improved CS relations,


    very subjective, and spotty in reality.

    >quality control follow up calls,


    "Hello, this is Sprint. Did we **** that last call up?" (it cracks me up
    that you think they're calling you back after screwing up you acccount is a
    plus. maybe that's the hint to being a satified PCS custmomer --- keeping
    expectations looooooow.)

    >applying credits on accounts that had coding problems,


    you call them "problems" whereas a normal person might call them errors. And
    how spiffy of SPCS, fixing something they'd screwed up to begin with. Yup,
    put the bar on the floor and SPCS will get over it every time.

    >applying credits on those accounts who complained about the WLNP
    > charges.


    And letting those out of contracts for this rate increase.

    You ask for "cites" all the time, them throw a bunch of subjective crap on
    the wall as proof that SPCS is the greatest thing since sliced white bread.
    If you're not a SPCS salesgeek you should be --- then your praise for this
    company whose nose looks to be pointed straight at the ground might be of
    some value.

    They've raised rates via the LNP channel and raised rates via
    activations --- ya by "only a buck" --- but that's two in two months.
    Where's the end of that trend, Bob?

    I can tell you however that a 4900 makes a great flashlight ---- so SPCS
    aint all bad.

    --tr





  8. #8
    Bob Smith
    Guest

    Re: Customer Service at SprintPCS


    "tom ronson" <[email protected]> wrote in message
    news:[email protected]
    > "Bob Smith" <[email protected]> wrote in message
    > news:P3P%[email protected]
    >
    > > And this has to do with SPCS how? One had just declared Chapter 11.

    >
    > re: local Sprint affils ---- Doesn't this remove subscribers from the

    Sprint
    > totals? I mean if there's no deal there's no customers --- hence lower
    > subscriber counts. Maybe Quest will bump this, but not until after later
    > this year. It also hurts SPCS users directly in the area with closed local
    > solutions and reduced capacity.


    No, it doesn't remove subscribers from SPCS totals. The company filed for
    reorganization, not to go out of business.
    >
    > It does make me wonder if SPCS is trying to break mom 'n pop so they can

    buy
    > cheaply at the bankruptcy court --- but I'd think Vzw would help keep it
    > from being a route.


    I have no clue what SPCS management is thinking, but I would suspect the
    last thing they want is to see there affliates in trouble.
    >
    > > About this alleged delay, this is just blather. I see people saying here
    > > that they've been on hold for 20 minutes ... to speak with a rep, and

    it's
    > > hasn't happened with yours truly for a couple of years now.

    >
    > It doesn't happen to you so it's blather? Interesting and insular

    position,
    > Bob.


    So, Tom, how long was the wait time when you called into SPCS CS?

    >
    > > No charges for #4, faster CS response,

    >
    > uses air time, so it's not complettly free.


    The point was that they were not charging the separate fee of $1.25 or
    whatever that extra expense was.
    >
    > >improved CS relations,

    >
    > very subjective, and spotty in reality.


    Lots of folks have mentioned the improvement.
    >
    > >quality control follow up calls,

    >
    > "Hello, this is Sprint. Did we **** that last call up?" (it cracks me up
    > that you think they're calling you back after screwing up you acccount is

    a
    > plus. maybe that's the hint to being a satified PCS custmomer --- keeping
    > expectations looooooow.)


    It was much more professional than what you mention above ...
    >
    > >applying credits on accounts that had coding problems,

    >
    > you call them "problems" whereas a normal person might call them errors.

    And
    > how spiffy of SPCS, fixing something they'd screwed up to begin with. Yup,
    > put the bar on the floor and SPCS will get over it every time.
    >
    > >applying credits on those accounts who complained about the WLNP
    > > charges.

    >
    > And letting those out of contracts for this rate increase.
    >
    > You ask for "cites" all the time, them throw a bunch of subjective crap on
    > the wall as proof that SPCS is the greatest thing since sliced white

    bread.
    > If you're not a SPCS salesgeek you should be --- then your praise for this
    > company whose nose looks to be pointed straight at the ground might be of
    > some value.


    When have I actively praised them Tom? I've tried to be neutral in all my
    posts, and relaying my experiences.
    >
    > They've raised rates via the LNP channel and raised rates via
    > activations --- ya by "only a buck" --- but that's two in two months.
    > Where's the end of that trend, Bob?


    The comments were specific to the activation fee Tom, and that is what I
    answered.
    >
    > I can tell you however that a 4900 makes a great flashlight ---- so SPCS
    > aint all bad.


    I wouldn't know. I own a 4700, A500, a 5300 and still have an unactivated
    3500 sitting in a charger as we speak.

    Bob





  9. #9
    Bob Smith
    Guest

    Re: Customer Service at SprintPCS


    "tom ronson" <[email protected]> wrote in message
    news:[email protected]
    <snipped>

    I missed this part of your prior comments, hence the follow up post.
    >
    > You ask for "cites" all the time, them throw a bunch of subjective crap on
    > the wall as proof that SPCS is the greatest thing since sliced white

    bread.

    I've added more cites that anyone here, when asked. I've also posted my
    email to SPCS and their reply. What have you done Tom? And since when have I
    promoted SPCS? Come on now Tom, find some ... You seem so adament with your
    comments, here's a suggestion, spend as much time as you need ...go find
    those comments and post them ... right here in this thread.

    > If you're not a SPCS salesgeek you should be --- then your praise for this
    > company whose nose looks to be pointed straight at the ground might be of
    > some value.


    Again, post away those comments where I actively praise SPCS ...

    Bob





  10. #10
    Isaiah Beard
    Guest

    Re: Customer Service at SprintPCS

    Phillipe wrote:


    >>There have been some steps taken to attempt to improve customer service,
    >>but to see if its working, we'll have to wait.

    >
    >
    > It's good you are so loyal to Sprint, but I have seen no one post here
    > who has experienced improved Service. The horror stories continue.


    And the horror stories will always continue, at every place where there
    is customer service. Even Verizon Wireless has its share of people who
    will never be happy, and will continue to blast their CS department.


    > We have seen affiliates go belly up


    And we've also seen affiliates do quite well. Alamosa PCS is one.
    They're cash-flow positive at present. Why Horizon can't do this is
    beyond me... you'd think if they didn't reach an agreement with Sprint
    that was to their liking from day one, they'd not agree to it. While
    Sprint could and should definitely cut them a little slack, I have a
    feeling that horizon's problems aren't entirely Sprint's doing here.

    Not to mention, service has continued. Has Horizon dropped coverage or
    darkened their cells? No, they haven't. They continue to serve Sprint
    customers too. If the agreement really were the cause of their
    problems, I think they'd ask the bankruptcy court to terminate the
    affiliate agreement outright and either go it on their own, or
    liquidate. Yet Horizon doesn't want to do that, which is kind of telling...


    > we have seen hidden price increases
    > disquised as Cost recovery fees,


    Ah, the WLNP battle cry. You CAN leave, you know.

    > we have seen Executive Services
    > blocked,


    Not the first time... that's what happens when you post the number and
    then have everyone call it for pidly little problems because they don't
    want to wait a minute or two on hold with *2.

    In time, the new Executive Services numbers will be found out, the
    trolls will broadcast it, and again it will get blocked. And the cycle
    will continue this way.


    > we see Sprint owned stores fake repairs, refuse to do upgrades,
    > etc, etc. We see activatiopn fees increase. We see *4 charged for, we
    > see longer hold times calling Sprint, with advocates that hang up on
    > you, or at best transfer you to a colleague pretending its to a
    > supervisor......


    Now, can you document any of this?





  11. #11
    Isaiah Beard
    Guest

    Re: Customer Service at SprintPCS

    Bob Smith wrote:


    >>The charging for *4 was one of Sprint's major ****ups. They spent a year
    >>encouraging people to use it, saying it was free, now it comes out of your
    >>minutes. You have the situation exactly reversed, it's been almost a year
    >>that this change has been in effect, it wasn't charged before.
    >>
    >>Howard

    >
    >
    > Well, one can put into this perspective, though. The only folks who were
    > charged for calling #4, were calling it consistantly, using up the system
    > resources much more than the regular customers. The low plan prepay folks,
    > without a credit check, who probably shouldn't of had cellular service first
    > place.



    Actually, just a correction on this. I haven't done it myself, but I
    THINK *4 is still being counted against airtime (NOT charged... charged
    is when you get a separate fee for using it, which has never happened).

    What Sprint DID eliminate was the $3.00 fee for ClearPay (bad credit)
    customers to speak with a live rep. Which WAS a bad move to implement,
    and a good move to eliminate.


    > It was a bad P/R job by SPCS though, by charging for it. They just shouldn't
    > have tried to add the bad pay/no credit accounts in the first place ...


    Well, I partially disagree. Admittedly, people screw up on their
    credit. That doens't mean ALL bad credit folks should be denied a
    phone. However, ClearPay and Account Spending Limits were the wrong
    approach, because the many deadbeats on that program abused it, and then
    caused problems at both the stores and on CS hold times because they
    simply couldn't grasp the concept that you needed to pay your bill in
    full, rather than just pay only enough of your balance to be just under
    your account spending limit and get service turned back on for that day.

    Sprint should've continued with the deposit program, and then diligently
    cut people off if they skipped on paying their bills more than just a
    few times. And if Sprint REALLY wants to attract people who can't
    handle a monthly bill, they should have left a prepay option open rather
    than hand that market entirely to Virgin Mobile.




  12. #12
    Steven J Sobol
    Guest

    Re: Customer Service at SprintPCS

    Phillipe <[email protected]> wrote:
    > In article <[email protected]>,
    > [email protected] (SprintPCS Tech) wrote:
    >
    >> There have been some steps taken to attempt to improve customer service,
    >> but to see if its working, we'll have to wait.

    >
    > It's good you are so loyal to Sprint, but I have seen no one post here
    > who has experienced improved Service.


    Come on, I've done it just this past week, and you can check Google Groups
    for other posts where I've noted a huge improvement in customer service.
    Check for the e-mail address under which I'm posting right now, and search
    alt.cellular.sprintpcs.

    --
    JustThe.net Internet & Multimedia Services
    22674 Motnocab Road * Apple Valley, CA 92307-1950
    Steve Sobol, Proprietor
    888.480.4NET (4638) * 248.724.4NET * [email protected]



  13. #13
    Bob Smith
    Guest

    Re: Customer Service at SprintPCS


    "Isaiah Beard" <[email protected]> wrote in message
    news:[email protected]
    > Bob Smith wrote:
    >
    >
    > >>The charging for *4 was one of Sprint's major ****ups. They spent a

    year
    > >>encouraging people to use it, saying it was free, now it comes out of

    your
    > >>minutes. You have the situation exactly reversed, it's been almost a

    year
    > >>that this change has been in effect, it wasn't charged before.
    > >>
    > >>Howard

    > >
    > >
    > > Well, one can put into this perspective, though. The only folks who were
    > > charged for calling #4, were calling it consistantly, using up the

    system
    > > resources much more than the regular customers. The low plan prepay

    folks,
    > > without a credit check, who probably shouldn't of had cellular service

    first
    > > place.

    >
    >
    > Actually, just a correction on this. I haven't done it myself, but I
    > THINK *4 is still being counted against airtime (NOT charged... charged
    > is when you get a separate fee for using it, which has never happened).


    Yea, well I wasn't talking about minutes used, but the separate charge you
    mention in the below paragraph.
    >
    > What Sprint DID eliminate was the $3.00 fee for ClearPay (bad credit)
    > customers to speak with a live rep. Which WAS a bad move to implement,
    > and a good move to eliminate.
    >
    >
    > > It was a bad P/R job by SPCS though, by charging for it. They just

    shouldn't
    > > have tried to add the bad pay/no credit accounts in the first place ...

    >
    > Well, I partially disagree. Admittedly, people screw up on their
    > credit. That doens't mean ALL bad credit folks should be denied a
    > phone. However, ClearPay and Account Spending Limits were the wrong
    > approach, because the many deadbeats on that program abused it, and then
    > caused problems at both the stores and on CS hold times because they
    > simply couldn't grasp the concept that you needed to pay your bill in
    > full, rather than just pay only enough of your balance to be just under
    > your account spending limit and get service turned back on for that day.


    Hence my second sentence above. . There were and still are cell phone
    pre-pay services, which fit those individuals needs.
    >
    > Sprint should've continued with the deposit program, and then diligently
    > cut people off if they skipped on paying their bills more than just a
    > few times. And if Sprint REALLY wants to attract people who can't
    > handle a monthly bill, they should have left a prepay option open rather
    > than hand that market entirely to Virgin Mobile.


    Well, I actually like they got rid of those folks, and do the Virgin Mobile
    deal. They still get $$ from Virgin to use the system, and they don't have
    to provide the CS for those folks.

    Bob





  14. #14
    Phillipe
    Guest

    Re: Customer Service at SprintPCS

    In article <[email protected]>,
    Isaiah Beard <[email protected]> wrote:

    > they don't
    > want to wait a minute or two on hold with *2.


    I have never seen it below 10 minutes in the last 3 months. Nice try.



  15. #15
    Isaiah Beard
    Guest

    Re: Customer Service at SprintPCS

    daye wrote:

    > So it's always the customers' fault, what a great business pattern!


    Is hyperbole your only method of argument here?

    Bob didn't say that. What he said was that a lot of problems can be
    traced to Sprint's (failed) attempt at attracting subprime credit
    customers through the ClearPay program. And yes, many of them DID cause
    problems, not just for themselves, but for everyone. These were
    customers who could not figure out the idea that if one doesn't pay
    their bill on time, it's likely they'll lose their service. The result?
    Lots of these people calling *2 to complain that their service was
    shut off even though they're "only" a couple months behind on their
    bill, and lots and lots of calls to *4 by these people to see just ow
    long they can eek under the spending limits imposed on their accounts.

    Does that make it the customer's fault? Well, to an extent that these
    particular subscribers were part of the problem, yes. But the fault
    also lies with Sprint for trying to go this route.


    > Why not
    > you loyal Sprint fans persuade Sprint discontinue any non-unlimited usage
    > plan? Obviously Sprint has different vision..


    So wait, you'd RATHER have plans that DON'T offer unlimited usage?
    That's new....





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