Why SprintPCS is soooo bad

J.D. Power EVERY Year rates SprintPCS worst for Customer Service. Sprint must
be doing something wrong.

- CSRs (on the "800" line) with strict handle time limits (6 minutes average)

- CSRs with upsell quotas - must sell contracts, "Vision" or something

- CSRs that get downgraded if a call has to be escalated,
so they often refuse to do so. No one knows how to
activate "ReadyLink".

- Long hold times for phone calls - slightly better in 2004, still long.

- 24/7 phone support is History

- CSRs that tell you what they think you want to hear
to rush you off the phone.

- Serious grief in getting rebates for many people

- Internet connectivity deteriorating as its oversold.

- Secret "don't ask - Don't tell" policy of using cellphone
as modem.

- Secret Warranties - Recalls that you don't know about
unless you complain to the right person at
right time.

- Stores where firmware upgrades require leaving your phone all day,
and then often finding out nothing was done.

- Network changes causing loss of coverage used as excuse to sell you
new phone with new 2 year contract.

=================

Back years ago when I signed up for Sprint, plans were less expensive,
phones were less expensive, no contract was required, you got FIMF,
and 24/7 phone support. Quality Nokia and Motorola phones. Now its mainly poor
reception Samsung phones, and overheating self-destroying Sanyo phones. Today
you can download 3 ringtones to a Sprint Sanyo 7300, but a similarly priced GSM
Motorola v400 will accept over 830. Sprint promises to eliminate deadzones,
many of which still exist 5 years later.

Bit by bit it's all deteriorated, and SprintPCS now richly deserves its rating
from J.D. Power of WORST CUSTOMER SERVICE of the major carriers.

---

› See More: Why SprintPCS is soooo bad

FlyFisherman 989 <[email protected]> wrote:
> J.D. Power EVERY Year rates SprintPCS worst for Customer Service. Sprint must
> be doing something wrong.

About 6 or 7 ID changes in one day over in alt.cellular...

Asshole...


> - CSRs (on the "800" line) with strict handle time limits (6 minutes average)
>
> - CSRs with upsell quotas - must sell contracts, "Vision" or something
>
> - CSRs that get downgraded if a call has to be escalated,
> so they often refuse to do so. No one knows how to
> activate "ReadyLink".
>
> - Long hold times for phone calls - slightly better in 2004, still long.
>
> - 24/7 phone support is History
>
> - CSRs that tell you what they think you want to hear
> to rush you off the phone.
>
> - Serious grief in getting rebates for many people
>
> - Internet connectivity deteriorating as its oversold.
>
> - Secret "don't ask - Don't tell" policy of using cellphone
> as modem.
>
> - Secret Warranties - Recalls that you don't know about
> unless you complain to the right person at
> right time.
>
> - Stores where firmware upgrades require leaving your phone all day,
> and then often finding out nothing was done.
>
> - Network changes causing loss of coverage used as excuse to sell you
> new phone with new 2 year contract.
>
> =================
>
> Back years ago when I signed up for Sprint, plans were less expensive,
> phones were less expensive, no contract was required, you got FIMF,
> and 24/7 phone support. Quality Nokia and Motorola phones. Now its mainly poor
> reception Samsung phones, and overheating self-destroying Sanyo phones. Today
> you can download 3 ringtones to a Sprint Sanyo 7300, but a similarly priced GSM
> Motorola v400 will accept over 830. Sprint promises to eliminate deadzones,
> many of which still exist 5 years later.
>
> Bit by bit it's all deteriorated, and SprintPCS now richly deserves its rating
> from J.D. Power of WORST CUSTOMER SERVICE of the major carriers.

--
JustThe.net Internet & New Media Services, http://JustThe.net/
Steven J. Sobol, Geek In Charge / 888.480.4NET (4638) / [email protected]
PGP Key available from your friendly local key server (0xE3AE35ED)
Apple Valley, California Nothing scares me anymore. I have three kids.

> Asshole...

Are you the Nambla poster?

I usually ignore him, but I'll play along today.

"FlyFisherman 989" <[email protected]> wrote in message
news:[email protected]...
> J.D. Power EVERY Year rates SprintPCS worst for Customer Service. Sprint
must
> be doing something wrong.
>
> - CSRs (on the "800" line) with strict handle time limits (6 minutes
average)
>

Call handling goal, not limit, and not strict. FWIW, my personal handling
time is 5 minutes, which is far below goal (I have no idea what goal is, I'm
always below, so I don't care). My customer service scores for both call
satisfaction and call resolution are 9s and 10s on a 1-10 scale. I must be
doing something right, and it doesn't take more than 6-7 minutes to do it.
I've been in customer service for over 10 years, I talk very fast by nature,
I grasp things quickly, and I can usually have the problem resolved by the
time the customer has finished telling me their life story (which I do *not*
need to know to determine why you can't receive calls, thankyouverymuch).


> - CSRs with upsell quotas - must sell contracts, "Vision" or something

Again, no quota, just a goal, and mine at least is low. I sell one or two
things every couple of days, and I meet it. No biggy.

>
> - CSRs that get downgraded if a call has to be escalated,
> so they often refuse to do so. No one knows how to
> activate "ReadyLink".
>

I have never been downgraded on a call for it being escalated. The
escalation should be warranted, though. There are people out there who will
try to escalate a call to someone else because they don't want to handle it.
Those people should be coached on how to handle the call, and the escalated
call should not be accepted. They need to do their job, and if they don't
like it or don't know how to do it, or don't care, they need to find a
different job.

> - Long hold times for phone calls - slightly better in 2004, still long.
>

Little to no hold time in my line of business since the last shift change in
June. We do shift bids about once a year; the shifts are adjusted to reflect
expected call volumes at specific times of the day or days of the week.

> - 24/7 phone support is History

Really? I wonder what all my friends who work 9pm-6am are doing, then?

>
> - CSRs that tell you what they think you want to hear
> to rush you off the phone.

Actually, I usually have to tell people what they *don't* want to hear,
because some things can't be fixed with just a phone call.


> - Serious grief in getting rebates for many people
>
>
> - Internet connectivity deteriorating as its oversold.
>
> - Secret "don't ask - Don't tell" policy of using cellphone
> as modem.
>
> - Secret Warranties - Recalls that you don't know about
> unless you complain to the right person at
> right time.
>
> - Stores where firmware upgrades require leaving your phone all day,
> and then often finding out nothing was done.
>
> - Network changes causing loss of coverage used as excuse to sell you
> new phone with new 2 year contract.
>

I have no experience with the last things, so I won't comment.


> =================
>
> Back years ago when I signed up for Sprint, plans were less expensive,
> phones were less expensive, no contract was required, you got FIMF,
> and 24/7 phone support. Quality Nokia and Motorola phones.

Back years ago when I was a child, bread was .39 a loaf, and gas was .50 a
gallon. Times change. Technology changes. And prices go up. Those plans that
were less expensive--SUCKED. Those phones that were less expensive--ALSO
SUCKED. (Ok not all of them, but a lot of them.)All the ones I had with GTE
sucked, and they were Motorolas and Nokias.

My only personal experience with Sprint phones has been since 2002. I've had
Audiovox 9100, LG 4NE1 (*wonderful* phone, until the dog got ahold of it ),
Samsung 8500, Samsung A460, Sanyo 4900, and Samsung A660, across two lines
of service. The only one that sucked is the A460. It was a refurb from ERP,
sent as replacement for the 8500 (hubby cracked the hinge completely in two,
although it will still make and receive calls just fine). No signal at all
in a known coverage hole a few miles from our house, while every other phone
we've used there gets 2 bars except when indoors. Thankfully, the A460 died
about 2 months after we got it (just started locking up on powerup, for no
good reason) and the warranty replacement was a pre-owned A660 (brand new
Sprint store that never carried the A460, so they didn't have any to replace
it with )So far so good. I'm going to be replacing the 4900 in a few
months when my 18 month period is up so I can get the rebate. No problems
with it, I just want something different.

Leisa
to quote OSirus and to CMA, I work for Sprint, but I don't speak for them.

Many times I find that a CSR really does not have the
background or knowledge to answer a question correctly
and will BS the caller. When, in fact, it should be escalated.
They may have a lower escalation rating, but are passing out
incorrect information. We callers usually catch on, but being
"politically correct" simply hang up, thank the CSR and try
again. Or, sometimes try another carrier.


CUSTOMER SERVICE of the major carriers.

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Steven J Sobol <[email protected]> wrote:
>
> About 6 or 7 ID changes in one day over in alt.cellular...
>
> Asshole...
>

I am glad somebody feels about the troll the way I do!

- --

Thomas T. Veldhouse
Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

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Sprint Nambla <[email protected]> wrote:
>> Asshole...
>
> Are you the Nambla poster?

Uh. No.

There is an idiot who is posting all sorts of crap about me and has forged
a few posts using my email address. I know who it is and am in the process
of nailing his ass to the wall (legally speaking).

Nice try to discredit me, though, Phillipe.

--
JustThe.net Internet & New Media Services, http://JustThe.net/
Steven J. Sobol, Geek In Charge / 888.480.4NET (4638) / [email protected]
PGP Key available from your friendly local key server (0xE3AE35ED)
Apple Valley, California Nothing scares me anymore. I have three kids.

In article <[email protected]>,
[email protected] says...
> J.D. Power EVERY Year rates SprintPCS worst for Customer Service. Sprint must
> be doing something wrong.
>

And, as usual, followed by a mass of accusations, and, also as usual,
complete with *no* proof whatsoever to back them up.

That is so typical of a poster with a rather seedy history on this
board, that it's likely the same poster. I couldn't care less if it or
not. It's still a vapid.

--
RØß
O/Siris
-+-
"A thing moderately good is not so good
as it ought to be. Moderation in temper
is always a virtue, but moderation in
principle is always a vice."

Thomas Paine, "The Rights of Man", 1792

PhillyFaGboi/Nebby the self abuser/dip****989 wrote:

> J.D. Power EVERY Year rates SprintPCS worst for Customer Service. Sprint must
> be doing something wrong.
Phil the dumb**** Liar. GO SCREW YOURSELF PHIL..

Oh my god. I swore.

I hate it when that happens..

GODDAMN IT JESUS CHRIST GODDAMN IT.
GODDAMN IT JESUS CHRIST GODDAMN IT.
GODDAMN IT JESUS CHRIST GODDAMN IT.
GODDAMN IT JESUS CHRIST GODDAMN IT.
GODDAMN IT JESUS CHRIST GODDAMN IT.

Oops there I go again.

Jimbo