Worst Retention Plan Ever!

I just had the worst retention experience with SprintPCS ever! The
retention plan offered to me - Nothing!

Background: Last month I relocated to the Milwaukee, WI area. I've been a
SprintPCS customer for 4 years - out of contract for two years. I have 2
phones on my plan, both of which are getting old and need to be replaced
with something new. My average bill each month is over $90 and my payment
is never late. Of course, I'm looking for the best deal I can get if I'm
going to buy two new phones and sign a new contract.

I called the cancellation number given on this newsgroup and told the CSR
that I'd recently moved and was planning to cancel my service. When asked
why, I was honest and said that I needed new phones for me and my wife and
was planning to shop around for the best plan I could find. She said OK and
transferred me to the cancellation dept. The next person I talked to also
didn't seem to care if I remained a customer or not. I talked to a third
person to complete my cancelation and again there was absolutely no effort
to retain me as a customer! When I asked if Sprint had any plans or offers
to keep customers, I was told I needed to go to a Sprint store for that.

I am still stunned. I've read the posts here and have seen the retention
plans that other customers have rec'd. It amazes me that my continued
patronage is worth nothing to Sprint! I'll be visiting the Verizon and
T-mobile stores tomorrow.

M.

---

› See More: Worst Retention Plan Ever!

Mike Reed wrote:
>
> I just had the worst retention experience with SprintPCS ever! The
> retention plan offered to me - Nothing!
>
> Background: Last month I relocated to the Milwaukee, WI area. I've been a
> SprintPCS customer for 4 years - out of contract for two years. I have 2
> phones on my plan, both of which are getting old and need to be replaced
> with something new. My average bill each month is over $90 and my payment
> is never late. Of course, I'm looking for the best deal I can get if I'm
> going to buy two new phones and sign a new contract.
>
> I called the cancellation number given on this newsgroup and told the CSR
> that I'd recently moved and was planning to cancel my service. When asked
> why, I was honest and said that I needed new phones for me and my wife and
> was planning to shop around for the best plan I could find. She said OK and
> transferred me to the cancellation dept. The next person I talked to also
> didn't seem to care if I remained a customer or not. I talked to a third
> person to complete my cancelation and again there was absolutely no effort
> to retain me as a customer! When I asked if Sprint had any plans or offers
> to keep customers, I was told I needed to go to a Sprint store for that.
>
> I am still stunned. I've read the posts here and have seen the retention
> plans that other customers have rec'd. It amazes me that my continued
> patronage is worth nothing to Sprint! I'll be visiting the Verizon and
> T-mobile stores tomorrow.

Regarding CS, there's still a tremendous amount of variability in
how each rep can, or wants to, help.

Once the first person says, "no," rather than getting transferred
to the next, your best bet is to politely hang up and call back.

Just a suggestion.

Larry

In article <[email protected]>,
"Mike Reed" <[email protected]> wrote:

> I just had the worst retention experience with SprintPCS ever! The
> retention plan offered to me - Nothing!
>
> Background: Last month I relocated to the Milwaukee, WI area. I've been a
> SprintPCS customer for 4 years - out of contract for two years. I have 2
> phones on my plan, both of which are getting old and need to be replaced
> with something new. My average bill each month is over $90 and my payment
> is never late. Of course, I'm looking for the best deal I can get if I'm
> going to buy two new phones and sign a new contract.
>
> I called the cancellation number given on this newsgroup and told the CSR
> that I'd recently moved and was planning to cancel my service. When asked
> why, I was honest and said that I needed new phones for me and my wife and
> was planning to shop around for the best plan I could find. She said OK and
> transferred me to the cancellation dept. The next person I talked to also
> didn't seem to care if I remained a customer or not. I talked to a third
> person to complete my cancelation and again there was absolutely no effort
> to retain me as a customer! When I asked if Sprint had any plans or offers
> to keep customers, I was told I needed to go to a Sprint store for that.
>
> I am still stunned. I've read the posts here and have seen the retention
> plans that other customers have rec'd. It amazes me that my continued
> patronage is worth nothing to Sprint! I'll be visiting the Verizon and
> T-mobile stores tomorrow.

If you liked your Sprint phones and the network, you might be well
served to try again at Cancellation, sometimes different CSRs react
differently.

Mike Reed wrote:

> I just had the worst retention experience with SprintPCS ever! The
> retention plan offered to me - Nothing!
>
> Background: Last month I relocated to the Milwaukee, WI area. I've been a
> SprintPCS customer for 4 years - out of contract for two years. I have 2
> phones on my plan, both of which are getting old and need to be replaced
> with something new. My average bill each month is over $90 and my payment
> is never late. Of course, I'm looking for the best deal I can get if I'm
> going to buy two new phones and sign a new contract.
>
> I called the cancellation number given on this newsgroup and told the CSR
> that I'd recently moved and was planning to cancel my service. When asked
> why, I was honest and said that I needed new phones for me and my wife and
> was planning to shop around for the best plan I could find.

why should they give you anything when it's apparent you weren't serious
about cancelling?

Exactly.... it's not Sprint's responsibility to give you free phones every
year... Sprint is in the business of providing MOBILE SERVICE not losing
money giving away free phones.


"xyzzy" <[email protected]> wrote in message
news:[email protected]...
> Mike Reed wrote:
>
> > I just had the worst retention experience with SprintPCS ever! The
> > retention plan offered to me - Nothing!
> >
> > Background: Last month I relocated to the Milwaukee, WI area. I've been
a
> > SprintPCS customer for 4 years - out of contract for two years. I have
2
> > phones on my plan, both of which are getting old and need to be replaced
> > with something new. My average bill each month is over $90 and my
payment
> > is never late. Of course, I'm looking for the best deal I can get if
I'm
> > going to buy two new phones and sign a new contract.
> >
> > I called the cancellation number given on this newsgroup and told the
CSR
> > that I'd recently moved and was planning to cancel my service. When
asked
> > why, I was honest and said that I needed new phones for me and my wife
and
> > was planning to shop around for the best plan I could find.
>
> why should they give you anything when it's apparent you weren't serious
> about cancelling?
>

"new guy" <[email protected]> wrote in message
news:[email protected]...
> Exactly.... it's not Sprint's responsibility to give you free phones every
> year... Sprint is in the business of providing MOBILE SERVICE not losing
> money giving away free phones.
>
>

They do fairly well causing some phones to become obsolete. A lesson they
probably learned from Bill Gates.

you can probably thank all those loosers out there that are with the
company for like a few months, and then try to get retention plans(becuz
they want somrthing for nothing).. They ruin it for all the good loyal
customers.

--
Statements made by me are of my opinion and knowledge, and do not
express those by Verizon Wireless(R).
Any information I give is subject to change without notice, and may not
be completely accurate.


"Mike Reed" <[email protected]> wrote in article
<[email protected]>:
> I just had the worst retention experience with SprintPCS ever! The
> retention plan offered to me - Nothing!
>
> Background: Last month I relocated to the Milwaukee, WI area. I've been a
> SprintPCS customer for 4 years - out of contract for two years. I have 2
> phones on my plan, both of which are getting old and need to be replaced
> with something new. My average bill each month is over $90 and my payment
> is never late. Of course, I'm looking for the best deal I can get if I'm
> going to buy two new phones and sign a new contract.
>
> I called the cancellation number given on this newsgroup and told the CSR
> that I'd recently moved and was planning to cancel my service. When asked
> why, I was honest and said that I needed new phones for me and my wife and
> was planning to shop around for the best plan I could find. She said OK and
> transferred me to the cancellation dept. The next person I talked to also
> didn't seem to care if I remained a customer or not. I talked to a third
> person to complete my cancelation and again there was absolutely no effort
> to retain me as a customer! When I asked if Sprint had any plans or offers
> to keep customers, I was told I needed to go to a Sprint store for that.
>
> I am still stunned. I've read the posts here and have seen the retention
> plans that other customers have rec'd. It amazes me that my continued
> patronage is worth nothing to Sprint! I'll be visiting the Verizon and
> T-mobile stores tomorrow.
>
> M.
>
>

[posted via phonescoop.com]

"xyzzy" <[email protected]> wrote in message
news:[email protected]...
> Mike Reed wrote:
>
> why should they give you anything when it's apparent you weren't serious
> about cancelling?
>

How was it apparent? The CSR did not read this thread. You only know
because he just said so.

Tom Veldhouse

In article <[email protected]>,
[email protected] (R Woods) wrote:

> you can probably thank all those loosers out there that are with the
> company for like a few months, and then try to get retention plans(becuz
> they want somrthing for nothing).. They ruin it for all the good loyal
> customers.

If Sprint didn't want customers to get retention plans, they wouldn't
have retention plans.

Yeah I agree.. But having to deal with people over and over again trying
to get nothing for nothing or not having any real intention of cxl/ing,
you learn what to look for when someone calls in like that. but then
some CSRs just think EVERYONE is calling in with no intentions to cxl.
I know I could always tell wether someone was really wanting to cxl or
not.

--
Statements made by me are of my opinion and knowledge, and do not
express those by Verizon Wireless(R).
Any information I give is subject to change without notice, and may not
be completely accurate.


P Reality <[email protected]> wrote in article
<[email protected]>:
> In article <[email protected]>,
> [email protected] (R Woods) wrote:
>
> > you can probably thank all those loosers out there that are with the
> > company for like a few months, and then try to get retention plans(becuz
> > they want somrthing for nothing).. They ruin it for all the good loyal
> > customers.
>
> If Sprint didn't want customers to get retention plans, they wouldn't
> have retention plans.

[posted via phonescoop.com]

In article <[email protected]>,
[email protected] (R Woods) wrote:

> Yeah I agree.. But having to deal with people over and over again trying
> to get nothing for nothing or not having any real intention of cxl/ing,
> you learn what to look for when someone calls in like that. but then
> some CSRs just think EVERYONE is calling in with no intentions to cxl.
> I know I could always tell wether someone was really wanting to cxl or
> not.

I must have sounded like I was cancelling the two times I got retention
plans then?

"R Woods" <[email protected]> wrote in message
news:[email protected]...
> I know I could always tell wether someone was really wanting to cxl or
> not.

You could always tell? How is that? Are you sure? It seems that you
treated people according to your intuition or maybe general mood, because
unless they said something precise, it is not possible for you to have known
for sure.

Tom Veldhouse

Well I didnt do rentention anyways, but I could tell from those calling
it asking to be transfered to retention who was actually serious on
canelling and who wasn't.. It usually surfaces by the explanation they
give before they are transfered. Something Like the guy who started this
thread I would actually think that is may be thinking it over, and may
cxl if not given a good offer to stay, but people who are calling in
just after a couple months, and havent even had any issues or previous
calls on any issues is usually a bull****ter and is looking for
something for nothing.. Its all about the evidence available, tone of
voice, reason they give.. it all comes into play.Just like someone
calling in irrate wanting to cxl becuz of unresolved issue, you can tell
they are wanting to cancel, but can possibly get them to change thier
mind if you can resolve their problem first.. Most of the time the
irrate customer dont really want to cancel, but they think that is what
it will take to resolve their issue.. I however would rather resolve the
issue than to cxl, or put on retention plans, becuz puttin on retention
plan is not RESOLVING anything... And then there are those noobs looking
for the "Better Plan" aka Cheaper plan with more minutes not available
to general public.

--
Statements made by me are of my opinion and knowledge, and do not
express those by Verizon Wireless(R).
Any information I give is subject to change without notice, and may not
be completely accurate.


"Thomas T. Veldhouse" <[email protected]> wrote in article
<[email protected]>:
>
> "R Woods" <[email protected]> wrote in message
> news:[email protected]...
> > I know I could always tell wether someone was really wanting to cxl or
> > not.
>
> You could always tell? How is that? Are you sure? It seems that you
> treated people according to your intuition or maybe general mood, because
> unless they said something precise, it is not possible for you to have known
> for sure.
>
> Tom Veldhouse
>
>

[posted via phonescoop.com]

It is official that "Mind reading" Class is required in all Sprint employees
working under retention department. :-) It is taught by (R Woods).

On Thu, 11 Sep 2003 19:06:09 -0000, [email protected] (R Woods) wrote:

=>Well I didnt do rentention anyways, but I could tell from those calling
=>it asking to be transfered to retention who was actually serious on
=>canelling and who wasn't.. It usually surfaces by the explanation they
=>give before they are transfered. Something Like the guy who started this
=>thread I would actually think that is may be thinking it over, and may
=>cxl if not given a good offer to stay, but people who are calling in
=>just after a couple months, and havent even had any issues or previous
=>calls on any issues is usually a bull****ter and is looking for
=>something for nothing.. Its all about the evidence available, tone of
=>voice, reason they give.. it all comes into play.Just like someone
=>calling in irrate wanting to cxl becuz of unresolved issue, you can tell
=>they are wanting to cancel, but can possibly get them to change thier
=>mind if you can resolve their problem first.. Most of the time the
=>irrate customer dont really want to cancel, but they think that is what
=>it will take to resolve their issue.. I however would rather resolve the
=>issue than to cxl, or put on retention plans, becuz puttin on retention
=>plan is not RESOLVING anything... And then there are those noobs looking
=>for the "Better Plan" aka Cheaper plan with more minutes not available
=>to general public.

---
We (all things) are made of Atoms.
http://home.earthlink.net/~rachel1689/

"Not serious about cancelling?"

Perhaps you need to read my post again. I DID cancel. Sprint had the
opportunity to keep me as a customer and they didn't even try.

M.

"xyzzy" <[email protected]> wrote in message
news:[email protected]...
> Mike Reed wrote:
>
> > I just had the worst retention experience with SprintPCS ever! The
> > retention plan offered to me - Nothing!
> >
> > Background: Last month I relocated to the Milwaukee, WI area. I've been
a
> > SprintPCS customer for 4 years - out of contract for two years. I have
2
> > phones on my plan, both of which are getting old and need to be replaced
> > with something new. My average bill each month is over $90 and my
payment
> > is never late. Of course, I'm looking for the best deal I can get if
I'm
> > going to buy two new phones and sign a new contract.
> >
> > I called the cancellation number given on this newsgroup and told the
CSR
> > that I'd recently moved and was planning to cancel my service. When
asked
> > why, I was honest and said that I needed new phones for me and my wife
and
> > was planning to shop around for the best plan I could find.
>
> why should they give you anything when it's apparent you weren't serious
> about cancelling?
>