Retention?

Please forgive me for this rant. I needed a forum to vent my
frustrations and this seemed like the perfect place to do so.

I know I'm not one of Sprint's "big spenders" or highest tenured
customers. I have been with Sprint for just over three years and have
made all my payments on time, except for a day or two late on a couple
of occasions.

I just bought the VGA 1000 from Radio Shack a few days ago. My
contract expired a few months ago, and I was hoping to get a credit
towards the purchase of a new phone if a signed a new agreement. I
fully expected Sprint to help out with this request. I was
unpleasantly surprised by what transpired.

Since I also have a discount through the company I work for, I was
transferred to the business department. I told the CSR who answered
that I had just bought a new phone. I explained that the Sprint store
rep told me I could get a credit on a new phone if I agreed to a new
contract. I told her that I actually bought the phone at Radio Shack,
but only because the local Sprint store did not have the phone
available.

She told me that I was not eligible for a credit to my account. I
pointed out that I received a credit from the last phone I purchased
($50), and I asked her when they stopped offering that credit. She
again stated there is no such offer for existing customers. She
eventually offered me half off my next months bill. She would not
budge and I could see this was going no where, so I asked to speak to
a supervisor.

I was given pretty much the same story from the supervisor. He did
acknowledge that the Sprint store could make such an offer, but that
since I purchased the phone at Radio Shack I was not eligible.

He finally offered me a $50 credit towards the phone and half off my
next months bill if I would agree to a two year contract. This made
me feel a litte better. Perhaps this is a fair offer, but I still
felt I deserved better than that. I asked what he could offer for a
one year agreement, but he said he could only waive the activation fee
on my new phone.

When I heard that, I almost lost it. I explained that since I was a
business customer, I could not activate my phone online (last time I
checked the activation fee is waived if done online). He informed me
that Sprint no longer waives the activation fee regardless of whether
it's done online. I told him I would think about the offer and call
back.

I did not even imagine I would have to cancel my service, but now I am
seriously considering it. All I wanted was a fair deal due to my
loyalty to Sprint. Like I said, maybe I don't spend enough with
Sprint for them to justify giving me a solid deal.

I like my plan. I don't want any extra minutes for free. I even
offered to add Vision to a new contract and this fell on deaf ears. I
don't see the point of letting a good customer go over a few dollars.
The offer they gave me may seem fair to some people, but I could get a
comparable phone with a new provider and spend much less.

Advances in phone technology occur too quickly; I'm not going to
sign-up for two years and have to go through this song and dance
again. For the most part I think Sprint is a good provider. But in
these difficult economic times, I am looking for the most bang for my
buck. I don't see that with Sprint and consequently they may have
lost another loyal customer.

On a side note, I was set to switch over to AT&T a year and a half
ago. When I called Sprint to cancel I was offered a $50 credit
towards a new phone along with extra minutes. Do you really have to
threaten cancellation for Sprint to take you seriously, or have things
changed that much since last year? I was up front and honest and got
almost nowhere.

---

› See More: Retention?

In article <[email protected]>,
[email protected] (Jack Sprat) wrote:

> I have been with Sprint for just over three years and have
> made all my payments on time, except for a day or two late on a couple
> of occasions.

Thats certainly sufficent that you're not considered a prime customer.

> She told me that I was not eligible for a credit to my account.

Very simple, the time to negociate for a credit is before you buy the
phone, not after. You wouldn't try to get an extra discount on a
Chevrolet after you bought it would you?

> He finally offered me a $50 credit towards the phone and half off my
> next months bill if I would agree to a two year contract. This made
> me feel a litte better. Perhaps this is a fair offer, but I still
> felt I deserved better than that. I asked what he could offer for a
> one year agreement, but he said he could only waive the activation fee
> on my new phone.

> When I heard that, I almost lost it. I explained that since I was a
> business customer,


Business customers are not supposed to be charged activation fees. You
should be able to call up or email your Companies SprintPCS rep, and
get that fee taken off, no problem.

If you want to try a Corporate phone number to perhaps get someone
higher up at Sprint, checkout:

http://www.circuitsavings.com/spcsin...e_numbers.html

Good luck. If you like the geograpgic network coverage SprintPCS offers
you, you may not be well advised to switch just for the sake of
switching.

"Jack Sprat" <[email protected]> wrote in message
news:[email protected]...
> Since I also have a discount through the company I work for, I was

This is a crucial point. You are *already* getting a discount that ordinary
consumers do not get.

> He finally offered me a $50 credit towards the phone and half off my
> next months bill if I would agree to a two year contract. This made

This is close to Sprint's standard offer for business-discount customers: $100
off a new phone for signing a 2-year contract. That was the policy when I
signed onto business-class Sprint service in early 1999.

> checked the activation fee is waived if done online). He informed me
> that Sprint no longer waives the activation fee regardless of whether
> it's done online. I told him I would think about the offer and call

Now here is where the "supervisor" (who is probably a bluffer in the next
cubicle) told a bald-faced lie. If you go to

http://activate.sprintpcs.com/explore/OLAHome.jsp

it clearly says:

"A non-refundable $36.00 activation fee* will be applied unless you are a
current PCS customer and are replacing your existing phone with a new one."

> I did not even imagine I would have to cancel my service, but now I am
> seriously considering it. All I wanted was a fair deal due to my

If I were you, a significant reason for considering cancellation is the fact
that the "supervisor" told a bald-faced lie.

> The offer they gave me may seem fair to some people, but I could get a
> comparable phone with a new provider and spend much less.

If you can get a better monthly rate elsewhere, despite your company discount,
that's a very good reason to take your business elsewhere. In the long run, the
monthly rate (along with coverage, features, service, etc.) is more significant
than the initial phone price.

In article <[email protected]>,
"Lawrence G. Mayka" <[email protected]> wrote:

> "Jack Sprat" <[email protected]> wrote in message
> news:[email protected]...
> > Since I also have a discount through the company I work for, I was
>
> This is a crucial point. You are *already* getting a discount that ordinary
> consumers do not get.

That is not considered during negociations for perks for new contract,
at least it wasn't in my case.

>
> > He finally offered me a $50 credit towards the phone and half off my
> > next months bill if I would agree to a two year contract. This made
>
> This is close to Sprint's standard offer for business-discount customers:
> $100
> off a new phone for signing a 2-year contract. That was the policy when I
> signed onto business-class Sprint service in early 1999.

Sprint often does more for Retention in 2003.

>
> > checked the activation fee is waived if done online). He informed me
> > that Sprint no longer waives the activation fee regardless of whether
> > it's done online. I told him I would think about the offer and call
>
> Now here is where the "supervisor" (who is probably a bluffer in the next
> cubicle) told a bald-faced lie. If you go to
>
> http://activate.sprintpcs.com/explore/OLAHome.jsp
>
> it clearly says:
>
> "A non-refundable $36.00 activation fee* will be applied unless you are a
> current PCS customer and are replacing your existing phone with a new one."

That is not what the Business Contract says:
http://www1.sprintpcs.com/explore/in...rmsPrivacy.jsp
Its says:


Phone Activation Fee. You may be required to pay a non-refundable phone
activation fee when you activate a new Number, have us switch a Number
to a different phone, have your current Number changed, we activate a
different phone on your existing account or your Service Plan says so.

Notice it says MAY not WILL BE

Most Business customers are NOT now charged Activation fees. I haven't
been, despite being on my 4th phone in 4 1/2 years starting with a Sanyo
3500. Perhaps some small companies are charged. Our PCS rep told me "If
you're ever charged, let me know, and I'll get it off IMMEDIATELY".

>
> > I did not even imagine I would have to cancel my service, but now I am
> > seriously considering it. All I wanted was a fair deal due to my
>
> If I were you, a significant reason for considering cancellation is the fact
> that the "supervisor" told a bald-faced lie.
>
> > The offer they gave me may seem fair to some people, but I could get a
> > comparable phone with a new provider and spend much less.
>
> If you can get a better monthly rate elsewhere, despite your company
> discount,
> that's a very good reason to take your business elsewhere. In the long run,
> the
> monthly rate (along with coverage, features, service, etc.) is more
> significant
> than the initial phone price.

While cost is an important consideration, coverage is more important to
people who find they have incomplete coverage, and as we have seen here
in many posts, poor Customer Service can turn folks off too. Sprint also
does good at having feature rich phones, and a good 3G system. PTT is
coming Real Soon Now for SprintPCS also.

I asked what he could offer for a
> one year agreement, but he said he could only waive the activation fee
> on my new phone.

Business customers don't pay activation fees when switching phones anyway.
You need to threaten to cancel to get the 100.00 credit towards a new phone.

Jack Sprat wrote:
> Please forgive me for this rant. I needed a forum to vent my
> frustrations and this seemed like the perfect place to do so.
>
> I know I'm not one of Sprint's "big spenders" or highest tenured
> customers. I have been with Sprint for just over three years and have
> made all my payments on time, except for a day or two late on a couple
> of occasions.
>
> I just bought the VGA 1000 from Radio Shack a few days ago. My
> contract expired a few months ago, and I was hoping to get a credit
> towards the purchase of a new phone if a signed a new agreement. I
> fully expected Sprint to help out with this request. I was
> unpleasantly surprised by what transpired.
>
> Since I also have a discount through the company I work for, I was
> transferred to the business department. I told the CSR who answered
> that I had just bought a new phone. I explained that the Sprint store
> rep told me I could get a credit on a new phone if I agreed to a new
> contract. I told her that I actually bought the phone at Radio Shack,
> but only because the local Sprint store did not have the phone
> available.
>
> She told me that I was not eligible for a credit to my account. I
> pointed out that I received a credit from the last phone I purchased
> ($50), and I asked her when they stopped offering that credit. She
> again stated there is no such offer for existing customers. She
> eventually offered me half off my next months bill. She would not
> budge and I could see this was going no where, so I asked to speak to
> a supervisor.
>
> I was given pretty much the same story from the supervisor. He did
> acknowledge that the Sprint store could make such an offer, but that
> since I purchased the phone at Radio Shack I was not eligible.
>
> He finally offered me a $50 credit towards the phone and half off my
> next months bill if I would agree to a two year contract.

So far, I'd defend Sprint. Those specials we offer are meant to entice you
to buy from us. When you go to someone else, we're absolutely happy to set
you up, but you took advantage of Radio Shack's offer, didn't you? Do you
think Sears would honor a rebate they offer on Black and Decker if you
bought it from, say, Ace Hardware?

In some fairness to your situation, we are in need of some kind of raincheck
system, and I don't think we have it (but I admit I haven't looked). Still,
I'm not sure I'd have given you the $50. The 50% credit, maybe.

> This made
> me feel a litte better. Perhaps this is a fair offer, but I still
> felt I deserved better than that. I asked what he could offer for a
> one year agreement, but he said he could only waive the activation fee
> on my new phone.

Now I have a headache. PLEASE be inventing this. No, I know you're not.
And that supervisor is a *%^$&!!! idiot. As a business customer
participating in NVP discounts, you *never* pay an activation fee. Or,
rather, you pay a Business activation fee, which is $0. I know, same thing.
As stupid as I've heard us be before, this one sinks to a new low.

>
> When I heard that, I almost lost it. I explained that since I was a
> business customer, I could not activate my phone online (last time I
> checked the activation fee is waived if done online). He informed me
> that Sprint no longer waives the activation fee regardless of whether
> it's done online. I told him I would think about the offer and call
> back.

Jesus... Tell you what, next time *you* get told you're getting an
activation fee, then ask for the business activation fee, which you get for
being an NVP customer. Maybe that'll shake the idiot's noggin a bit.

>
> I did not even imagine I would have to cancel my service, but now I am
> seriously considering it. All I wanted was a fair deal due to my
> loyalty to Sprint. Like I said, maybe I don't spend enough with
> Sprint for them to justify giving me a solid deal.

Except for the activation fee stupidity, I think you got a fair offer. I
might have been willing to offer an extra hour every month for a one year
Adv Agreement. Maybe more depending upon the specifics of your situation.
But not a lot. Not for a 1-year agreement.

>
> I like my plan. I don't want any extra minutes for free. I even
> offered to add Vision to a new contract and this fell on deaf ears. I
> don't see the point of letting a good customer go over a few dollars.
> The offer they gave me may seem fair to some people, but I could get a
> comparable phone with a new provider and spend much less.

True enough. But if you got to Circuit City and get a Verizon phone,
there's a different special than if you go to a Verizon store. Sometimes
the same amount, but mail-in instead of instant. You utilized another sales
channel and all the offers it provides, whatever they may be. More power to
you, and to Radio shack. Obviously, the special was enticing to you, but it
was meant to entice you to purchase *from us*. As a result, you get what
Radio Shack offers, and not what we offer. For the phone itself, at least.

There's 2 million Vision subscribers. 2 million times $50 works out to a
hefty chunk of change. We have to be consistent, and, at least over the
$50, I think we were. MAN, that Activation Fee bit is embarassing, though.

>
> Advances in phone technology occur too quickly; I'm not going to
> sign-up for two years and have to go through this song and dance
> again. For the most part I think Sprint is a good provider. But in
> these difficult economic times, I am looking for the most bang for my
> buck. I don't see that with Sprint and consequently they may have
> lost another loyal customer.

You don't? With all due respect, you just said you like your plan. Sounds
to me like you *are* getting that bang for your buck. Please don't
misunderstand. I'm not trying to tell you what you should do. I'm simply
pointing out our perspective on what you experienced, at least through my
particular "eyes."

>
> On a side note, I was set to switch over to AT&T a year and a half
> ago. When I called Sprint to cancel I was offered a $50 credit
> towards a new phone along with extra minutes. Do you really have to
> threaten cancellation for Sprint to take you seriously, or have things
> changed that much since last year? I was up front and honest and got
> almost nowhere.

I hate to say this with that act. fee stupidity hanging out there, but it
sounds to me like you *were* taken seriously. The supervisor definitely
experienced some cerebral anal insertion syndrome even bringing up an
activation fee, but otherwise (without knowing the specifics of your
account), you appear to have been handled fairly.
--
-+-
RØß
O/Siris
I work for Sprint
I *don't* speak for them

O/Siris,

Thank you for your comments; I sincerely appreciate the feedback. I
had not taken the time to look at my situation from Sprint's
perspective.

As for buying the phone at Radio Shack, I had absolutely no incentive
or rebate (they didn't even have any accessories to sell me at the
time). It just so happened that the Sprint store did not have the
phone I wanted in stock.

I may be wrong, but it seems that other wireless providers offer
better handset upgrade options than Sprint. I'm not asking for the
world. I think signing a one year contract should be worth a $50
discount on my $250+ phone. I like having one of the newer phones,
and I think my wireless provider should help offset that cost based on
my good standing and tenure.

As for the activation fee, I hope I can still get that waived. Do you
have any suggestions as to the best way to resolve this?

Regards,
Jack

In article <[email protected]>,
[email protected] (Jack Sprat) wrote:

> O/Siris,
>
> Thank you for your comments; I sincerely appreciate the feedback. I
> had not taken the time to look at my situation from Sprint's
> perspective.
>
> As for buying the phone at Radio Shack, I had absolutely no incentive
> or rebate (they didn't even have any accessories to sell me at the
> time). It just so happened that the Sprint store did not have the
> phone I wanted in stock.
>
> I may be wrong, but it seems that other wireless providers offer
> better handset upgrade options than Sprint. I'm not asking for the
> world. I think signing a one year contract should be worth a $50
> discount on my $250+ phone. I like having one of the newer phones,
> and I think my wireless provider should help offset that cost based on
> my good standing and tenure.
>
> As for the activation fee, I hope I can still get that waived. Do you
> have any suggestions as to the best way to resolve this?

It is not unheard of for Sprint to give a $100 credit for a customer
renewing their contract if

+ You're spending over $50/month
+ You pay ALL your bills on time

Call 866 762 0468, tell them you're considering Cancelling, and tell them
what it will take for Sprint to keep your business.

Good Luck.

In article <[email protected]>,=20
[email protected] says...
> O/Siris,
>=20
> Thank you for your comments; I sincerely appreciate the feedback. I
> had not taken the time to look at my situation from Sprint's
> perspective.
>=20
> As for buying the phone at Radio Shack, I had absolutely no incentive
> or rebate (they didn't even have any accessories to sell me at the
> time). It just so happened that the Sprint store did not have the
> phone I wanted in stock.
>=20
> I may be wrong, but it seems that other wireless providers offer
> better handset upgrade options than Sprint. I'm not asking for the
> world. I think signing a one year contract should be worth a $50
> discount on my $250+ phone. I like having one of the newer phones,
> and I think my wireless provider should help offset that cost based on
> my good standing and tenure.
>=20
> As for the activation fee, I hope I can still get that waived. Do you
> have any suggestions as to the best way to resolve this?
>=20
> Regards,
> Jack
>=20

Jack, I apologize for the delay. Sometimes, when sifting through trash,=20
relevant stuff gets missed, and I let this one get missed. The only way=20
of which I'm aware, is by trying the web site to switch phones and see=20
if it works. If not, call us, and if you have a rep with half a clue,=20
they'll waive the fee.

This isn't a defense, just a statement of how it was told to me: We=20
basically went overboard on some time in the past. Reps were sending=20
free phones at the drop of a hat, even in situations where minutes might=20
have served the situation well enough to satisfy the customer. PLUS, as=20
with here, customers were sharing with each other the various arguments=20
and complaints that would get free phones. It was costing Sprint tons=20
of money, and someone on high said it wasn't really improving our=20
customer service situation. Y'know, when you give something out too=20
much, it ceases to be a reward or payment, and instead becomes expected. =
=20
End result, we overplayed that card, it wasn't doing anything for us=20
*or* the customers anymore, and so it's gone now. Not totally, but=20
pretty close. Handset Upgrade Program is it, right now, and that maxes=20
out with $100, plus Activation Fee waived, with a *2* year agreement.

I admit I'd have to agree that the other carriers are significantly more=20
aggressive about offering phones as incentives.

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