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  1. #1
    Phill.
    Guest
    Sprint has outsourced its email to Sprint from the web to India.
    Sprint calls it eCare, but apparently they only have boilerplate for
    your top 10 answers and aren't adequately trained, or don't really
    understand English.

    I wrote in asking if I could add Vision, or did I need a new Vision plan.

    They wrote back that to add Vision for my Samsung I330:

    You can add PCS
    Vision Premium Pack to your service plan. This service is available
    for $15.00 per month. However, this option is free for the first two
    month. The features of this service are mentioned below.

    1. Unlimited PCS Vision access;
    2. Unlimited Web (news, weather, sports, entertainment, plus many
    more);
    3. Unlimited Messaging (including text messages and email);
    4. Up to a $10.00 credit per month towards the download of premium
    services (ringers, games, screen savers and other services).
    ====


    I wrote back, pointing out that with an I330, there would be no
    downloads of ringers, games and screen savers as they are not supported
    on an I330,
    my answer 3 days later:

    I apologize for delay in responding and for the inconvenience you
    have experienced as the information provided was not clear to you.

    You can download ringers, screen savers and games to your PCS Vision
    device from PCS Web Site. When you purchase any Premium Service from
    our Web site you are charged the price associated with the content.

    If you add PCS Vision Premium Pack to your service plan, you will
    receive a credit of up to $10.00 for purchasing Premium Services.
    ==

    When later they invite me to visit:

    https://esurvey.advanis.ca/ecare/

    to grade them, of course they get the lowest possible grade.



    See More: BAD ANSWERS FROM INDIA




  2. #2
    Lawrence G. Mayka
    Guest

    Re: BAD ANSWERS FROM INDIA

    "Phill." <[email protected]> wrote in message
    news:[email protected]
    > Sprint has outsourced its email to Sprint from the web to India.
    > Sprint calls it eCare, but apparently they only have boilerplate for
    > your top 10 answers and aren't adequately trained, or don't really
    > understand English.


    This has become all too common among vendors. My issue is not with the
    nationality of the responders, but rather exactly the issue you point out:
    Email answers are often irrelevant boilerplates indicating that the responder
    either

    1) Doesn't read or write English very well,
    2) Doesn't really know anything about company's product line, or
    3) Has no authority to give specific assistance beyond the boilerplates.

    Like you, I often take the trouble to fill out a customer survey, and to give
    the "customer care" the lowest possible grade.





  3. #3
    norelpref
    Guest

    Re: BAD ANSWERS FROM INDIA

    On Mon, 29 Sep 2003 08:53:40 GMT, "Phill." <[email protected]> said:

    I have a better one then that..

    My Comcast service was down sporadically for two days. I called and
    was told they would look into it. About 10 hours later my IP address
    changed (first time in 15 months) and I noticed I was not getting
    dropped anymore. I emailed them to ask if the problem has finally
    been resolved or if I should expect further drops.

    I got the canned response on how to download and run their support
    software, and also a few pages describing how to verify the modem
    lights for proper operation and how to cycle power on the CM. If that
    did not work, call some 1800 number.
    I found out later on dslreports.com they were doing upgrades in my
    area during that time period which no one at Comcast support seemed to
    know about.

    I believe many companies are offering email support not as a real
    support tool but simply to appear to be providing support. Sprint
    appears to be one of them. I've also dealt with my bank and one of my
    credit cards and they take email seriously. If adequately manned,
    email support CAN save both parties time and money, that's a very big
    if.



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