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  1. #1
    Phill.
    Guest
    Vargie whimpered:

    > I'm not capable of looking at the fantasy "surveys" you and Philly seem
    > to believe are out there.


    J.D. Power and Consumer Reports are not fantasy. DEAL WITH IT.

    And when Sprint has a net loss of customers from WLNP what
    excuse will you have for that?


    > I'm curious, Justin, since I'm not "allowed"
    > over there anymore, why are AT&T customers saying exactly the same
    > thing, and expressing disdain for a survey that actually says AT&T did
    > fairly well?


    Perhaps it because the posters are the exact same Sprint apologists just
    posting in another forum. (T and Bray) Talk about grabbing at straws to
    try and aattack the study. (I peeked at Robs link).

    JD Power rated Sprint dead last in Customer Service. So what is Sprint
    doing to improve? Vargie is just whining about the study and
    occasionally guess at an answer to a customer question over here.

    PCS Tech is far more helpful, identifying what he knows from what he is
    making an educated guess at.

    I like my Sprint Phone, and its Sprint Network. The customer service is
    absymal, and I pray I never have a billing problem. In my opinion simple
    things could fix Sprints Customer issues.

    + Judge *2 CSRs on solving problems rather than completing calls

    + SprintPCS still needs a simple mechanism to escalate problems when *2
    folks aren't helpful/can't solve a problem.

    + SprintPCS needs to change its retention system to an advertised
    program to reward customers of long standing. Now its a crap shoot for
    those that know to ask. I knew, I got a great deal.



    See More: Lame attempt to attack the JD Power study




  2. #2
    DRBETZ
    Guest

    Re: Lame attempt to attack the JD Power study


    > In my opinion simple
    > things could fix Sprints Customer issues.
    >
    > + Judge *2 CSRs on solving problems rather than completing calls
    >
    > + SprintPCS still needs a simple mechanism to escalate problems when
    > *2
    > folks aren't helpful/can't solve a problem.
    >
    > + SprintPCS needs to change its retention system to an advertised
    > program to reward customers of long standing. Now its a crap shoot
    > for
    > those that know to ask. I knew, I got a great deal. [/B]


    I totally agree with these three points, but would add the following:
    1. Set up guide lines, policies and procedures that EVERY CRS must
    follow, so when a customer calls in, he get the SAME answer no matter
    who he talks to.
    2. TRAIN and ENFORCE these policies and procedures!!
    There apparently is no "standard" for their employees to follow in
    customer interaction. Apparently, a CSR can do (or not do) whatever the
    hell they please based on their mood at the time. It is NOT good
    business practice for a customer to call in and ask for something, be
    denied and then call back 5 minutes later, talk to someone else and be
    approved for it. That in itself makes a company look bad and totally
    out of control in the public's eyes.
    I totally agree with your observation that SPRINT PCS has probably the
    best network and phones on the market today, but is totally the WORST
    in dealing with customers. Just the fact that JD Powers voted them dead
    last SHOULD be enough to open some eyes. I would think the company AND
    their employees would research the problem further from the interior of
    the organization instead of demanding "details" from JD Powers. The
    survey is only a tool for them to use to better the company It is their
    responsibility to find the problem, not JD Powers.

    --
    Posted at SprintUsers.com - Your place for everything Sprint PCS
    Free wireless access @ www.SprintUsers.com/wap




  3. #3
    Big Poppa
    Guest

    Re: Lame attempt to attack the JD Power study



    DRBETZ <[email protected]> wrote in article
    <[email protected]>:
    >
    > > In my opinion simple
    > > things could fix Sprints Customer issues.
    > >
    > > + Judge *2 CSRs on solving problems rather than completing calls
    > >
    > > + SprintPCS still needs a simple mechanism to escalate problems when
    > > *2
    > > folks aren't helpful/can't solve a problem.
    > >
    > > + SprintPCS needs to change its retention system to an advertised
    > > program to reward customers of long standing. Now its a crap shoot
    > > for
    > > those that know to ask. I knew, I got a great deal. [/B]

    >
    > I totally agree with these three points, but would add the following:
    > 1. Set up guide lines, policies and procedures that EVERY CRS must
    > follow, so when a customer calls in, he get the SAME answer no matter
    > who he talks to.
    > 2. TRAIN and ENFORCE these policies and procedures!!
    > There apparently is no "standard" for their employees to follow in
    > customer interaction. Apparently, a CSR can do (or not do) whatever the
    > hell they please based on their mood at the time. It is NOT good
    > business practice for a customer to call in and ask for something, be
    > denied and then call back 5 minutes later, talk to someone else and be
    > approved for it. That in itself makes a company look bad and totally
    > out of control in the public's eyes.
    > I totally agree with your observation that SPRINT PCS has probably the
    > best network and phones on the market today, but is totally the WORST
    > in dealing with customers. Just the fact that JD Powers voted them dead
    > last SHOULD be enough to open some eyes. I would think the company AND
    > their employees would research the problem further from the interior of
    > the organization instead of demanding "details" from JD Powers. The
    > survey is only a tool for them to use to better the company It is their
    > responsibility to find the problem, not JD Powers.
    >
    > --
    > Posted at SprintUsers.com - Your place for everything Sprint PCS
    > Free wireless access @ www.SprintUsers.com/wap
    >


    [posted via phonescoop.com]



  4. #4
    Big Poppa
    Guest

    Re: Lame attempt to attack the JD Power study



    "Phill." <[email protected]> wrote in article
    <[email protected]>:
    > Vargie whimpered:
    >
    > > I'm not capable of looking at the fantasy "surveys" you and Philly seem
    > > to believe are out there.

    >
    > J.D. Power and Consumer Reports are not fantasy. DEAL WITH IT.
    >
    > And when Sprint has a net loss of customers from WLNP what
    > excuse will you have for that?
    >
    >
    > > I'm curious, Justin, since I'm not "allowed"
    > > over there anymore, why are AT&T customers saying exactly the same
    > > thing, and expressing disdain for a survey that actually says AT&T did
    > > fairly well?

    >
    > Perhaps it because the posters are the exact same Sprint apologists just
    > posting in another forum. (T and Bray) Talk about grabbing at straws to
    > try and aattack the study. (I peeked at Robs link).
    >
    > JD Power rated Sprint dead last in Customer Service. So what is Sprint
    > doing to improve? Vargie is just whining about the study and
    > occasionally guess at an answer to a customer question over here.
    >
    > PCS Tech is far more helpful, identifying what he knows from what he is
    > making an educated guess at.
    >
    > I like my Sprint Phone, and its Sprint Network. The customer service is
    > absymal, and I pray I never have a billing problem. In my opinion simple
    > things could fix Sprints Customer issues.
    >
    > + Judge *2 CSRs on solving problems rather than completing calls
    >
    > + SprintPCS still needs a simple mechanism to escalate problems when *2
    > folks aren't helpful/can't solve a problem.
    >
    > + SprintPCS needs to change its retention system to an advertised
    > program to reward customers of long standing. Now its a crap shoot for
    > those that know to ask. I knew, I got a great deal.


    First two I have no problem with.. last one BIG problem.. Retention plan
    should NOT be advertised.. Advertise them and the company looses
    business. all new customer seeing the plan would be I want THAT plan or
    i'm going with someone else.. Retntion plans are offered to customer
    wishing to cancel service. And As I stated tons of times before.

    The retention plan purpose was to retain customers who had fulfileld
    their contract, and were asking to cancel because they saw a better deal
    with another carrier.. The plans werent meant to be competitive and to
    reward the customer for deciding to stick with the company. They were
    offered to those customer without them having to ASK for them. When you
    ASK for them you are basically giving the the truth that you are not
    REALLY wanting to cancel.

    It wasnt meant for customers STILL in contract just looking to get a
    lower cost.



    [posted via phonescoop.com]



  5. #5
    Justin Green
    Guest

    Re: Lame attempt to attack the JD Power study


    "Big Poppa" <[email protected]> wrote in message
    news:[email protected]
    >
    >
    > "Phill." <[email protected]> wrote in article
    > <[email protected]>:
    > > Vargie whimpered:
    > >
    > > > I'm not capable of looking at the fantasy "surveys" you and Philly

    seem
    > > > to believe are out there.

    > >
    > > J.D. Power and Consumer Reports are not fantasy. DEAL WITH IT.
    > >
    > > And when Sprint has a net loss of customers from WLNP what
    > > excuse will you have for that?
    > >
    > >
    > > > I'm curious, Justin, since I'm not "allowed"
    > > > over there anymore, why are AT&T customers saying exactly the same
    > > > thing, and expressing disdain for a survey that actually says AT&T did
    > > > fairly well?

    > >
    > > Perhaps it because the posters are the exact same Sprint apologists just
    > > posting in another forum. (T and Bray) Talk about grabbing at straws to
    > > try and aattack the study. (I peeked at Robs link).
    > >
    > > JD Power rated Sprint dead last in Customer Service. So what is Sprint
    > > doing to improve? Vargie is just whining about the study and
    > > occasionally guess at an answer to a customer question over here.
    > >
    > > PCS Tech is far more helpful, identifying what he knows from what he is
    > > making an educated guess at.
    > >
    > > I like my Sprint Phone, and its Sprint Network. The customer service is
    > > absymal, and I pray I never have a billing problem. In my opinion simple
    > > things could fix Sprints Customer issues.
    > >
    > > + Judge *2 CSRs on solving problems rather than completing calls
    > >
    > > + SprintPCS still needs a simple mechanism to escalate problems when *2
    > > folks aren't helpful/can't solve a problem.
    > >
    > > + SprintPCS needs to change its retention system to an advertised
    > > program to reward customers of long standing. Now its a crap shoot for
    > > those that know to ask. I knew, I got a great deal.

    >
    > First two I have no problem with.. last one BIG problem.. Retention plan
    > should NOT be advertised.. Advertise them and the company looses
    > business. all new customer seeing the plan would be I want THAT plan or
    > i'm going with someone else..



    Not if you ADVERTISE that they are for LONG STANDIG customers.



    > Retntion plans are offered to customer
    > wishing to cancel service. And As I stated tons of times before.
    >
    > The retention plan purpose was to retain customers who had fulfileld
    > their contract, and were asking to cancel because they saw a better deal
    > with another carrier.. The plans werent meant to be competitive and to
    > reward the customer for deciding to stick with the company. They were
    > offered to those customer without them having to ASK for them. When you
    > ASK for them you are basically giving the the truth that you are not
    > REALLY wanting to cancel.
    >
    > It wasnt meant for customers STILL in contract just looking to get a
    > lower cost.
    >



    Well then, ADVERTISE them in that way. Advertise that Sprint customers out
    of contract can get 10% off their plan price or whatever discount the
    retention plan of the week is. Let people know it's for people off
    contracts who have been there X years.





  6. #6
    DRBETZ
    Guest

    Re: Lame attempt to attack the JD Power study


    >
    >
    > First two I have no problem with.. last one BIG problem.. Retention
    > plan
    > should NOT be advertised.. Advertise them and the company looses
    > business. all new customer seeing the plan would be I want THAT plan
    > or
    > i'm going with someone else.. Retntion plans are offered to customer
    > wishing to cancel service. And As I stated tons of times before.
    >
    > The retention plan purpose was to retain customers who had fulfileld
    > their contract, and were asking to cancel because they saw a better
    > deal
    > with another carrier.. The plans werent meant to be competitive and
    > to
    > reward the customer for deciding to stick with the company. They
    > were
    > offered to those customer without them having to ASK for them. When
    > you
    > ASK for them you are basically giving the the truth that you are not
    > REALLY wanting to cancel.
    >
    > It wasnt meant for customers STILL in contract just looking to get a
    > lower cost.
    >
    >
    >
    > [posted via phonescoop.com] [/B] I agree wholeheartedly!


    --
    Posted at SprintUsers.com - Your place for everything Sprint PCS
    Free wireless access @ www.SprintUsers.com/wap




  7. #7
    Big Poppa
    Guest

    Re: Lame attempt to attack the JD Power study

    it's not going to matter, people will STILL complain untill they get
    them..

    "Justin Green" <[email protected]> wrote in article
    <[email protected]>:
    >
    > "Big Poppa" <[email protected]> wrote in message
    > news:[email protected]
    > >
    > >
    > > "Phill." <[email protected]> wrote in article
    > > <[email protected]>:
    > > > Vargie whimpered:
    > > >
    > > > > I'm not capable of looking at the fantasy "surveys" you and Philly

    > seem
    > > > > to believe are out there.
    > > >
    > > > J.D. Power and Consumer Reports are not fantasy. DEAL WITH IT.
    > > >
    > > > And when Sprint has a net loss of customers from WLNP what
    > > > excuse will you have for that?
    > > >
    > > >
    > > > > I'm curious, Justin, since I'm not "allowed"
    > > > > over there anymore, why are AT&T customers saying exactly the same
    > > > > thing, and expressing disdain for a survey that actually says AT&T did
    > > > > fairly well?
    > > >
    > > > Perhaps it because the posters are the exact same Sprint apologists just
    > > > posting in another forum. (T and Bray) Talk about grabbing at straws to
    > > > try and aattack the study. (I peeked at Robs link).
    > > >
    > > > JD Power rated Sprint dead last in Customer Service. So what is Sprint
    > > > doing to improve? Vargie is just whining about the study and
    > > > occasionally guess at an answer to a customer question over here.
    > > >
    > > > PCS Tech is far more helpful, identifying what he knows from what he is
    > > > making an educated guess at.
    > > >
    > > > I like my Sprint Phone, and its Sprint Network. The customer service is
    > > > absymal, and I pray I never have a billing problem. In my opinion simple
    > > > things could fix Sprints Customer issues.
    > > >
    > > > + Judge *2 CSRs on solving problems rather than completing calls
    > > >
    > > > + SprintPCS still needs a simple mechanism to escalate problems when *2
    > > > folks aren't helpful/can't solve a problem.
    > > >
    > > > + SprintPCS needs to change its retention system to an advertised
    > > > program to reward customers of long standing. Now its a crap shoot for
    > > > those that know to ask. I knew, I got a great deal.

    > >
    > > First two I have no problem with.. last one BIG problem.. Retention plan
    > > should NOT be advertised.. Advertise them and the company looses
    > > business. all new customer seeing the plan would be I want THAT plan or
    > > i'm going with someone else..

    >
    >
    > Not if you ADVERTISE that they are for LONG STANDIG customers.
    >
    >
    >
    > > Retntion plans are offered to customer
    > > wishing to cancel service. And As I stated tons of times before.
    > >
    > > The retention plan purpose was to retain customers who had fulfileld
    > > their contract, and were asking to cancel because they saw a better deal
    > > with another carrier.. The plans werent meant to be competitive and to
    > > reward the customer for deciding to stick with the company. They were
    > > offered to those customer without them having to ASK for them. When you
    > > ASK for them you are basically giving the the truth that you are not
    > > REALLY wanting to cancel.
    > >
    > > It wasnt meant for customers STILL in contract just looking to get a
    > > lower cost.
    > >

    >
    >
    > Well then, ADVERTISE them in that way. Advertise that Sprint customers out
    > of contract can get 10% off their plan price or whatever discount the
    > retention plan of the week is. Let people know it's for people off
    > contracts who have been there X years.
    >
    >


    [posted via phonescoop.com]



  8. #8
    Justin Green
    Guest

    Re: Lame attempt to attack the JD Power study


    "Big Poppa" <[email protected]> wrote in message
    news:[email protected]
    > it's not going to matter, people will STILL complain untill they get
    > them..


    Don't give it to them. Simple.





  9. #9
    Justin Green
    Guest

    Re: Lame attempt to attack the JD Power study


    "O/Siris ." <[email protected]ntpcs.cm> wrote in message
    news:[email protected]
    > Can't attack what I haven't seen, Philly. The study is being withheld.
    > No one has seen it.
    >
    > --
    > -+-
    > R
    > O/Siris
    > I work for Sprint PCS
    > I *don't* speak for them
    >
    >
    > [posted via phonescoop.com]



    You've attacked it before, what's stopping you now?





  10. #10
    O/Siris .
    Guest

    Re: Lame attempt to attack the JD Power study

    Can't attack what I haven't seen, Philly. The study is being withheld.
    No one has seen it.

    --
    -+-
    R
    O/Siris
    I work for Sprint PCS
    I *don't* speak for them


    [posted via phonescoop.com]



  11. #11
    Big Poppa
    Guest

    Re: Lame attempt to attack the JD Power study

    Same thing they could do now.. not give it ya.. but then people will
    cancle, or not activate service.. So that is why they are not
    advertised.. When someone is wanting to cxl who qualifies for one, they
    are OFFERED to the customer, makes it seem as if they actually are
    trying to keep them.. ya know..

    "Justin Green" <[email protected]> wrote in article
    <[email protected]>:
    >
    > "Big Poppa" <[email protected]> wrote in message
    > news:[email protected]
    > > it's not going to matter, people will STILL complain untill they get
    > > them..

    >
    > Don't give it to them. Simple.
    >
    >


    [posted via phonescoop.com]



  12. #12
    Phill.
    Guest

    Re: Lame attempt to attack the JD Power study



    > "O/Siris ." <[email protected]ntpcs.cm> wrote in message
    > news:[email protected]
    > > Can't attack what I haven't seen, Philly. The study is being withheld.
    > > No one has seen it.
    > >
    > > --
    > > -+-
    > > R
    > > O/Siris
    > > I work for Sprint PCS
    > > I *don't* speak for them
    > >
    > >
    > > [posted via phonescoop.com]


    But the results have been online since August 28.

    The week before your only complaint against a JD Power study was that
    maybe it was out of date. A new study comes out, rates Sprints now as
    worst of the lot, and you're still in DENIAL. YOU EMBARESS SPRINTPCS



  13. #13
    Phill.
    Guest

    Re: Lame attempt to attack the JD Power study

    In article <[email protected]>,
    "Justin Green" <[email protected]> wrote:

    > Well then, ADVERTISE them in that way. Advertise that Sprint customers out
    > of contract can get 10% off their plan price or whatever discount the
    > retention plan of the week is. Let people know it's for people off
    > contracts who have been there X years.


    SprintPCS loses retentions by keeping secret its retention plans. Ford
    ADVERTISES a $1000 Loyality rebate for certain cars. SprintPCS keeps its
    deals secret!



  14. #14
    Big Poppa
    Guest

    Re: Lame attempt to attack the JD Power study



    "Phill." <[email protected]> wrote in article
    <[email protected]>:
    > In article <[email protected]>,
    > "Justin Green" <[email protected]> wrote:
    >
    > > Well then, ADVERTISE them in that way. Advertise that Sprint customers out
    > > of contract can get 10% off their plan price or whatever discount the
    > > retention plan of the week is. Let people know it's for people off
    > > contracts who have been there X years.

    >
    > SprintPCS loses retentions by keeping secret its retention plans. Ford
    > ADVERTISES a $1000 Loyality rebate for certain cars. SprintPCS keeps its
    > deals secret!


    Well go tell Sprint then.. Your not accomplishing anything here

    [posted via phonescoop.com]



  15. #15
    O/Siris .
    Guest

    Re: Lame attempt to attack the JD Power study

    "Justin Green" <[email protected]> wrote in article
    <[email protected]>:
    >
    > "O/Siris ." <[email protected]ntpcs.cm> wrote in message
    > news:[email protected]
    > > Can't attack what I haven't seen, Philly. The study is being withheld.
    > > No one has seen it.
    > >
    > > --
    > > -+-
    > > R
    > > O/Siris
    > > I work for Sprint PCS
    > > I *don't* speak for them
    > >
    > >
    > > [posted via phonescoop.com]

    >
    >
    > You've attacked it before, what's stopping you now?
    >
    >


    I've never said ANYTHING but that the details of the study have never
    been released. That is factually accurate.

    --
    -+-
    R
    O/Siris
    I work for Sprint PCS
    I *don't* speak for them

    [posted via phonescoop.com]



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