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  1. #1
    Mike Reed
    Guest
    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!




  2. #2
    Lawrence Glasser
    Guest

    Re: 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



  3. #3
    P. Reality
    Guest

    Re: Worst Retention Plan Ever!

    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.



  4. #4
    xyzzy
    Guest

    Re: 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.


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




  5. #5
    new guy
    Guest

    Re: Worst Retention Plan Ever!

    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?
    >






  6. #6
    Justin
    Guest

    Re: Worst Retention Plan Ever!


    "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.





  7. #7
    R Woods
    Guest

    Re: Worst Retention Plan Ever!

    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]



  8. #8
    Thomas T. Veldhouse
    Guest

    Re: Worst Retention Plan Ever!


    "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





  9. #9
    P Reality
    Guest

    Re: Worst Retention Plan Ever!

    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.



  10. #10
    R Woods
    Guest

    Re: Worst Retention Plan Ever!

    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]



  11. #11
    P Reality
    Guest

    Re: Worst Retention Plan Ever!

    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?



  12. #12
    Thomas T. Veldhouse
    Guest

    Re: Worst Retention Plan Ever!


    "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





  13. #13
    R Woods
    Guest

    Re: Worst Retention Plan Ever!

    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]



  14. #14
    Cool Hand
    Guest

    Re: Worst Retention Plan Ever!


    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/



  15. #15
    Mike Reed
    Guest

    Re: Worst Retention Plan Ever!

    "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?
    >






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