SPCS Vacation plan questions

Hi all --

I'll likely be going abroad to work for about 6-12 months, and from
what I've read in this group, Sprint offers a vacation plan for
$5/month, and minutes are charged at $1 each, primarily designed to
let you keep your phone number while you're away.

I have some questions:

1. Do you still get voicemail?

2. I know the Vacation plan doesn't count towards fulfilling your
contract. If you switch back to a "regular plan" and you were
previously on a Advantage Agreement contract, does the 1-year clock
get reset, or do you resume where you left off in terms of remaining
time of contract?

3. Can any customer service rep switch you to the plan, or do you have
to go through the cancellation/retention people?

Thanks!

-- Mark

---

› See More: SPCS Vacation plan questions

Good Morning Mark!
Hope all is going well with you....
I hope this information will help inre to the Vacation Plan...

You are correct with the Monthly Recurring Charge being $5
per month for this service plan.
Minute usage is billed at $1 per min. if the phone is used
during this time....

1. Voicemail is NOT avail during this time. In fact none of the
Sprint serifs features are avail while on this plan.
2. When you have your account "reactivated" upon returning
a new 12 or 24 mo. agreement applies (your choice as to
how long the new contract is for). And your acct is
configured with one of the "current" calling plans at the
the time you have the acct reactivated...It can be either
one of our "Standard Plans" or a "Promotional Plan" if
avail to you.
3. Any customer solutions rep can assist you with setting
up the Vacation Plan.

Basically, the ETF (Early Term Fee) is waived while on this
plan becuz you can opt to have the vacation plan on your
account for up to 12 consecutive mos. Setting your account
up on this special plan extends your agreement for 1 yr from
the date you specify the vacation plan to start. In other
words, you are not charged the ETF because you are not
canceling your account...it works the same as changing
your current "standard plan". Anytime you change your
plan, as long as you renew the 1yr term, the termination
is not applicable...The vacation plans allows you to maintain
the account and phone number until you have services
reinstated. Upon of the acct,
the vacation plan ($5 MRC) is removed and replaced with
an actual calling plan and all of your optional/additional svc
features are restored. Have I just totally confused you?
I want to make sure you have all the valid/correct info b4
you call *2....You will need to specifically ask for your
account to be changed to the Vacation plan.....
I hope this helps with all of your questions...
--
Because there is a satisfied customer today...
The company can open their doors
tomorrow...


[email protected] (Mark Wang) wrote in article
<[email protected]>:
> Hi all --
>
> I'll likely be going abroad to work for about 6-12 months, and from
> what I've read in this group, Sprint offers a vacation plan for
> $5/month, and minutes are charged at $1 each, primarily designed to
> let you keep your phone number while you're away.
>
> I have some questions:
>
> 1. Do you still get voicemail?
>
> 2. I know the Vacation plan doesn't count towards fulfilling your
> contract. If you switch back to a "regular plan" and you were
> previously on a Advantage Agreement contract, does the 1-year clock
> get reset, or do you resume where you left off in terms of remaining
> time of contract?
>
> 3. Can any customer service rep switch you to the plan, or do you have
> to go through the cancellation/retention people?
>
> Thanks!
>
> -- Mark

[posted via phonescoop.com]

In article <[email protected]>, mwang_1999
@yahoo.com says...
> Hi all --
>=20
> I'll likely be going abroad to work for about 6-12 months, and from
> what I've read in this group, Sprint offers a vacation plan for
> $5/month, and minutes are charged at $1 each, primarily designed to
> let you keep your phone number while you're away.
>=20
> I have some questions:
>=20
> 1. Do you still get voicemail?

No. VM is lost. And disabled.

>=20
> 2. I know the Vacation plan doesn't count towards fulfilling your
> contract. If you switch back to a "regular plan" and you were
> previously on a Advantage Agreement contract, does the 1-year clock
> get reset, or do you resume where you left off in terms of remaining
> time of contract?

The one-year clock gets reset, from the two examples I've seen. When=20
you move to the Vacation plan, you get a new 1-year agreement.

>=20
> 3. Can any customer service rep switch you to the plan, or do you have
> to go through the cancellation/retention people?

Anyone. I've set one up myself.

>=20
> Thanks!
>=20
> -- Mark
>=20

--=20
-+-
R=D8=DF
O/Siris
I work for SprintPCS
I *don't* speak for them.

Mark.....I feel sheepish!
**My previous response**

1. Voicemail is NOT avail during this time. In fact none of the
Sprint serifs features are avail while on this plan.

SHOULD read: 1. Voicemail is NOT avail.
during this time. In fact none of the Sprint "svc" features
are avail while on this plan.

-AND-

The vacation plans allows you to maintain
the account and phone number until you have services
reinstated. Upon of the acct,the vacation plan ($5 MRC)
is removed and replaced with an actual calling plan and
all of your optional/additional svc features are restored.
SHOULD read: Upon "reactivation" of the acct,....

So sorry about this....I hate predictive text...never understands my
abbrevs. and thinks it should
read as something else. Sorry if it created any
confusion.... We certainly do appreciate you being
part of our Sprint family.



--
Because there is a satisfied customer today...
The company can open their doors
tomorrow...


[email protected] (Gr8 Oz) wrote in article
<[email protected]>:
> Good Morning Mark!
> Hope all is going well with you....
> I hope this information will help inre to the Vacation Plan...
>
> You are correct with the Monthly Recurring Charge being $5
> per month for this service plan.
> Minute usage is billed at $1 per min. if the phone is used
> during this time....
>
> 1. Voicemail is NOT avail during this time. In fact none of the
> Sprint serifs features are avail while on this plan.
> 2. When you have your account "reactivated" upon returning
> a new 12 or 24 mo. agreement applies (your choice as to
> how long the new contract is for). And your acct is
> configured with one of the "current" calling plans at the
> the time you have the acct reactivated...It can be either
> one of our "Standard Plans" or a "Promotional Plan" if
> avail to you.
> 3. Any customer solutions rep can assist you with setting
> up the Vacation Plan.
>
> Basically, the ETF (Early Term Fee) is waived while on this
> plan becuz you can opt to have the vacation plan on your
> account for up to 12 consecutive mos. Setting your account
> up on this special plan extends your agreement for 1 yr from
> the date you specify the vacation plan to start. In other
> words, you are not charged the ETF because you are not
> canceling your account...it works the same as changing
> your current "standard plan". Anytime you change your
> plan, as long as you renew the 1yr term, the termination
> is not applicable...The vacation plans allows you to maintain
> the account and phone number until you have services
> reinstated. Upon of the acct,
> the vacation plan ($5 MRC) is removed and replaced with
> an actual calling plan and all of your optional/additional svc
> features are restored. Have I just totally confused you?
> I want to make sure you have all the valid/correct info b4
> you call *2....You will need to specifically ask for your
> account to be changed to the Vacation plan.....
> I hope this helps with all of your questions...
> --
> Because there is a satisfied customer today...
> The company can open their doors
> tomorrow...
>
>
> [email protected] (Mark Wang) wrote in article
> <[email protected]>:
> > Hi all --
> >
> > I'll likely be going abroad to work for about 6-12 months, and from
> > what I've read in this group, Sprint offers a vacation plan for
> > $5/month, and minutes are charged at $1 each, primarily designed to
> > let you keep your phone number while you're away.
> >
> > I have some questions:
> >
> > 1. Do you still get voicemail?
> >
> > 2. I know the Vacation plan doesn't count towards fulfilling your
> > contract. If you switch back to a "regular plan" and you were
> > previously on a Advantage Agreement contract, does the 1-year clock
> > get reset, or do you resume where you left off in terms of remaining
> > time of contract?
> >
> > 3. Can any customer service rep switch you to the plan, or do you have
> > to go through the cancellation/retention people?
> >
> > Thanks!
> >
> > -- Mark
>
> [posted via phonescoop.com]

[posted via phonescoop.com]

In article <[email protected]>,
[email protected] (Gr8 Oz) wrote:

> Because there is a satisfied customer today...
> The company can open their doors
> tomorrow...

Where did this quote come from? It would be wonderful if management
believed it and acted upon it.

Good Morning Phill!

The "quote" that I use is just a statement
that I firmly believe in and always have when
dealing with customers....
It is my honest opinion that it is a 2-way street,
and if it weren't for our customers then the company
wouldn't be where we are today, and I for one truly
appreciate that. I believe that Customer Service is not
only a way or place to have concerns and problems add-
ressed / corrected but it is also a place and/or way for
us to let our consumers know how much we appreciate
them using our services.
I know it may be "a hard pill to swallow", but we do
appreciate each and every one of you guys. I am just
so very sorry that some of your past experiences has
left you feeling otherwise.

--
Because there is a satisfied customer today...
The company can open their doors
tomorrow...


"Phill." <[email protected]> wrote in article
<[email protected]>:
> In article <[email protected]>,
> [email protected] (Gr8 Oz) wrote:
>
> > Because there is a satisfied customer today...
> > The company can open their doors
> > tomorrow...
>
> Where did this quote come from? It would be wonderful if management
> believed it and acted upon it.

[posted via phonescoop.com]

In article <[email protected]>,
[email protected] (Gr8 Oz) wrote:

> Good Morning Phill!
>
> The "quote" that I use is just a statement
> that I firmly believe in and always have when
> dealing with customers....
> It is my honest opinion that it is a 2-way street,
> and if it weren't for our customers then the company
> wouldn't be where we are today, and I for one truly
> appreciate that. I believe that Customer Service is not
> only a way or place to have concerns and problems add-
> ressed / corrected but it is also a place and/or way for
> us to let our consumers know how much we appreciate
> them using our services.

I agree with you 100%. However it seems Sprint management has other
ideas.
+ Customer Service is a "Sales Opportunity"
+ Customer Service costs must be kept down by tracking average
time per call, and encouraging CSR to "complete the call"
+ Customer Service costs are kept down by discouraging escalations
+ Customer Service costs are kept down by outsourcing:
eCare is in India.
eCare satisfaction surveys run from canada.



> I know it may be "a hard pill to swallow", but we do
> appreciate each and every one of you guys.

You and other other Sprint employees do try to give good answers here.
Sometimes they give answers whether they know the correct information or
not so they can show off. And other times some post outrageous SPIN to
counter what they perceive as a negative comment.


> I am just
> so very sorry that some of your past experiences has
> left you feeling otherwise.

Present experiences too: You see my post about eCare in India?

I realize Sprint has many good and great employees. Sometimes
management is too short sighted to allow them to perform at their best.

I can certainly understand everyone's frustration on
these topics and it VERY MUCH concerns me that a lot
of posts are argumentative and appears to be somewhat
degrading to our customers who are voicing very legitimate
concerns & issues. I am not a good person to talk to
about "not taking time with customers", becuz I have VERY
high handle time when it comes to dealing with consumers.
I prefer to spend a little extra time if necessary for several
reasons:
1. To clear up any confusion that may have taken place
previously.
2. I feel that if there is information that we have avail. so
customers can benefit more from their svcs and keep
a particular problem/situation for happening again or
keep a current bad situation from becoming worse then
I will do so....How can you (our customers) appreciate
our services and enjoy their full benefits, if either
cannot and/or will explain how they would best work
to your benefit? I don't know everything and I don't
claim to know everything (I would rather do a little bit
of research if I don't and get back to you with the right
answers)

I feel that this wouldn't be fair to you otherwise, when every month you
pay for the services.
I know that several of you have very sour opinions of the customer
service group & I certainly wish that wasn't the case. But looking at
things from your perspective, I can certainly understand after reading a
lot of things previously posted in some of these conversations.
I hold no grudges, I just feel bad becuz
your experiences and/or services with Sprint PCS has
brought you to this point. I will be the 1st one to admit
that a lot of things are misunderstood by customers, BUT
at the same time we have to & should realize that with
some of the answers and limited information you are given
due to our errors, it is no wonder there is confusion and
disatisfaction going on....Again, I am very sorry...

--
Because there is a satisfied customer today...
The company can open their doors
tomorrow...


"Phill." <[email protected]> wrote in article
<[email protected]>:
> In article <[email protected]>,
> [email protected] (Gr8 Oz) wrote:
>
> > Good Morning Phill!
> >
> > The "quote" that I use is just a statement
> > that I firmly believe in and always have when
> > dealing with customers....
> > It is my honest opinion that it is a 2-way street,
> > and if it weren't for our customers then the company
> > wouldn't be where we are today, and I for one truly
> > appreciate that. I believe that Customer Service is not
> > only a way or place to have concerns and problems add-
> > ressed / corrected but it is also a place and/or way for
> > us to let our consumers know how much we appreciate
> > them using our services.
>
> I agree with you 100%. However it seems Sprint management has other
> ideas.
> + Customer Service is a "Sales Opportunity"
> + Customer Service costs must be kept down by tracking average
> time per call, and encouraging CSR to "complete the call"
> + Customer Service costs are kept down by discouraging escalations
> + Customer Service costs are kept down by outsourcing:
> eCare is in India.
> eCare satisfaction surveys run from canada.
>
>
>
> > I know it may be "a hard pill to swallow", but we do
> > appreciate each and every one of you guys.
>
> You and other other Sprint employees do try to give good answers here.
> Sometimes they give answers whether they know the correct information or
> not so they can show off. And other times some post outrageous SPIN to
> counter what they perceive as a negative comment.
>
>
> > I am just
> > so very sorry that some of your past experiences has
> > left you feeling otherwise.
>
> Present experiences too: You see my post about eCare in India?
>
> I realize Sprint has many good and great employees. Sometimes
> management is too short sighted to allow them to perform at their best.

[posted via phonescoop.com]

In article <[email protected]>,
[email protected] (Gr8 Oz) wrote:

> I can certainly understand everyone's frustration on
> these topics and it VERY MUCH concerns me that a lot
> of posts are argumentative and appears to be somewhat
> degrading to our customers who are voicing very legitimate
> concerns & issues. I am not a good person to talk to
> about "not taking time with customers", becuz I have VERY
> high handle time when it comes to dealing with consumers.
> I prefer to spend a little extra time if necessary for several
> reasons:

No one is complaining about you (I don't think); apparently there are
some Sprint Managers out there that use carrots and stocks to hold down
handle times to under 6 minutes. Then they in turn can brag to their
superiors how efficient their operation is.

I don't think I understand the whole "carrots & stocks" thing
too well, but that could also be because I don't have a talk
time under 6 mins. (ha, ha, ;-) ) to be honest with you. I
know that a 6 min or less handle time does not seem very
long and to be honest with you hon, most large volume call
centers have specific talk/handle times...we already have
long wait times, which can be really frustrating for most
customers, however I do believe that there is another side
to the coin as well...If you take care of the customer
"right" the 1st time, then one shouldn't have to spend the
first 6 mins of the call trying to decipher what the last 3 or
4 people told them, apologizing and try to get the confusion
cleared up that has now been created....I am not saying by
any means that's the customer's fault, becuz had they
(the customer) been handled in the best way possible from
the beginning, then there would be no reason to "repave"
the rocky road so to speak. Make sense? I was very
excited when I first started working and the "One & Done"
practice I should take with my customers I got on the phone...Very
excited indeed because I enjoy talking
& working with the customers. I also would prefer all their
questions and concerns be handled with the best results for
them. Because face it, if the customer is satisfied
then that means we are doing our job well and your Sprint
experience will be beyond compare. Unfortunately, (I stress
that) in the real world I cannot take the appropriate time
I may feel is necessary to not only take care of the current
problem/issue but to also "EARN" your trust back in me and
that of Sprint before you get off my line. I worked with a
major airline for 16 yrs before coming to Sprint. I was a
Supervisor on Duty, in the FF program so I got to deal with
very loyal and elite customers...at the same time I also
learned that ALL of a company's customers are loyal and
elite as long as WE (the company) treated them with
respect, courtesy, HONESTY, delivered the products/svcs
we promised to them....We should do that anyway becuz
you (our consumers) are the individuals that allow us to
remain in business from one day to the next. I can sit
here all day and tell you how I deal with customers I come
into contact with, but at the same time even though I may
be able to make one feel differently about us when you
get off the phone, I am not necessarily meeting "standards"
because I spend a little more time with them.
However, I say this to you...I leave every day with great
satisfaction knowing I was able to assist customers with
the best service that I could. As long as they appreciate
what I've done as well as renewed their faith in Sprint, &
the svcs we provide...my 9-10 min conversation was worth
it. Not to mention because our customers are worth it as
well. I get very frustrated with "Stat requirments, as I am
sure many Customer Svc Spclsts do in large call centers.
I just wish we had the pleasure and ability to handle
customers the way a lot of us feel we should be able to
Again, you our customer(s) are the reason we are here!

--
Because there is a satisfied customer today...
The company can open their doors
tomorrow...


"Phill." <[email protected]> wrote in article
<[email protected]>:
> In article <[email protected]>,
> [email protected] (Gr8 Oz) wrote:
>
> > I can certainly understand everyone's frustration on
> > these topics and it VERY MUCH concerns me that a lot
> > of posts are argumentative and appears to be somewhat
> > degrading to our customers who are voicing very legitimate
> > concerns & issues. I am not a good person to talk to
> > about "not taking time with customers", becuz I have VERY
> > high handle time when it comes to dealing with consumers.
> > I prefer to spend a little extra time if necessary for several
> > reasons:
>
> No one is complaining about you (I don't think); apparently there are
> some Sprint Managers out there that use carrots and stocks to hold down
> handle times to under 6 minutes. Then they in turn can brag to their
> superiors how efficient their operation is.

[posted via phonescoop.com]

In article <[email protected]>,
[email protected] (Gr8 Oz) wrote:

> I cannot take the appropriate time
> I may feel is necessary to not only take care of the current
> problem/issue


BINGO. We get Sprint apologusts in here denying that is EVER a concern,
when in my view that is Sprint's number one problem in customer service.
Its impossible to have one and done when your main concern is chasing a
customer off the phone.

In article <[email protected]>,=20
[email protected] says...
> BINGO. We get Sprint apologusts in here denying that is EVER a concern,
> when in my view that is Sprint's number one problem in customer service.
> Its impossible to have one and done when your main concern is chasing a=
=20
> customer off the phone.
>=20

That is NOT what's been said in the past, Philly. What's been said is=20
that call time has not been Sprint's primary concern. It isn't, and=20
hasn't been since I've been here.

That is not denying that there are misguided supervisors refusing to=20
change with the times, But Sprint's policy changed even before I got=20
here.

--=20
-+-
R=D8=DF
O/Siris
I work for SprintPCS
I *don't* speak for them.