Advice on dealing with Sprint Customer Retention?

So I'm thinking of getting a new phone. I've had three through Sprint in the
last eight years I've been a customer, and it's time for a new one. My last
two-year agreement is up, and I'm month-to-month now, so I know I at least
qualify for the $150 instant rebate if I reup for two years. I like very
much what I see in the Sanyo 8400, if it resolves the issues I have with my
8100 now.

I'm suspecting, though, that if I go to the Sprint Store, they're gonna give
me an attitude on some other issues, so I may have to deal with the Sprint
Retention folks.

These are those issues:

1) At one point, a few months ago, they offered me the $150 + $50 if I trade
in my current phone. I turned it down at the time because I was considering
switching providers and didn't want to tie myself to Sprint for a new
contract at the time. I'm anticipating an attitude if I ask for that today.

2) I want the $36 service charge waived. If I'm buying a new phone with the
$150 instead of just taking it as a service credit, that's good enough, and
I think eight years is a pretty long time to be a customer to still have to
get dinged with that crap.

3) I want to downgrade my plan. Right now I have the $35 Free & Clear plan
with 300 minutes. I rarely use my phone during peak hours (most of the time
it isn't even turned ON), so I don't EVER EVER come close to using those 300
minutes. I want to downgrade to the 200-minute Fair & Flexible plan (so that
free nights start at 7:00P instead of 9:00P) for $30, and I'll keep the $15
Vision plan I have, since I mainly use that for Wireless Web and the very
rare text message. Way I see it, that still keeps me over $35 and eligible
for upgrade again two years hence.

So, what I'd like to know is, if it comes to having to go to the Retention
folks to accomplish this, can anyone who has dealt with them offer some
advice as to how to deal with them to get what I want?

Thanks!
--
Chris Lemon
[email protected]
http://fredsmythe.com
EFNet: FredSmyth

---

› See More: Advice on dealing with Sprint Customer Retention?

Go to this site and scroll down to the retention thread

http://www.sprintusers.com/forum/for...4edccb1314&f=7




"Chris Lemon" <[email protected]> wrote in message
news[email protected]...
> So I'm thinking of getting a new phone. I've had three through Sprint in
> the last eight years I've been a customer, and it's time for a new one. My
> last two-year agreement is up, and I'm month-to-month now, so I know I at
> least qualify for the $150 instant rebate if I reup for two years. I like
> very much what I see in the Sanyo 8400, if it resolves the issues I have
> with my 8100 now.
>
> I'm suspecting, though, that if I go to the Sprint Store, they're gonna
> give me an attitude on some other issues, so I may have to deal with the
> Sprint Retention folks.
>
> These are those issues:
>
> 1) At one point, a few months ago, they offered me the $150 + $50 if I
> trade in my current phone. I turned it down at the time because I was
> considering switching providers and didn't want to tie myself to Sprint
> for a new contract at the time. I'm anticipating an attitude if I ask for
> that today.
>
> 2) I want the $36 service charge waived. If I'm buying a new phone with
> the $150 instead of just taking it as a service credit, that's good
> enough, and I think eight years is a pretty long time to be a customer to
> still have to get dinged with that crap.
>
> 3) I want to downgrade my plan. Right now I have the $35 Free & Clear plan
> with 300 minutes. I rarely use my phone during peak hours (most of the
> time it isn't even turned ON), so I don't EVER EVER come close to using
> those 300 minutes. I want to downgrade to the 200-minute Fair & Flexible
> plan (so that free nights start at 7:00P instead of 9:00P) for $30, and
> I'll keep the $15 Vision plan I have, since I mainly use that for Wireless
> Web and the very rare text message. Way I see it, that still keeps me over
> $35 and eligible for upgrade again two years hence.
>
> So, what I'd like to know is, if it comes to having to go to the Retention
> folks to accomplish this, can anyone who has dealt with them offer some
> advice as to how to deal with them to get what I want?
>
> Thanks!
> --
> Chris Lemon
> [email protected]
> http://fredsmythe.com
> EFNet: FredSmyth
>
>

Thanks, but I was kinda hoping to get some direct information and advice
here without having to wade though billions of forums. But I'll have a look,
I guess.
--
Chris Lemon
[email protected]
http://fredsmythe.com
EFNet: FredSmyth

"thunder" <[email protected]> wrote in message
news:[email protected]...
> Go to this site and scroll down to the retention thread
>
> http://www.sprintusers.com/forum/for...4edccb1314&f=7
>
>
>
>
> "Chris Lemon" <[email protected]> wrote in message
> news[email protected]...
>> So I'm thinking of getting a new phone. I've had three through Sprint in
>> the last eight years I've been a customer, and it's time for a new one.
>> My last two-year agreement is up, and I'm month-to-month now, so I know I
>> at least qualify for the $150 instant rebate if I reup for two years. I
>> like very much what I see in the Sanyo 8400, if it resolves the issues I
>> have with my 8100 now.
>>
>> I'm suspecting, though, that if I go to the Sprint Store, they're gonna
>> give me an attitude on some other issues, so I may have to deal with the
>> Sprint Retention folks.
>>
>> These are those issues:
>>
>> 1) At one point, a few months ago, they offered me the $150 + $50 if I
>> trade in my current phone. I turned it down at the time because I was
>> considering switching providers and didn't want to tie myself to Sprint
>> for a new contract at the time. I'm anticipating an attitude if I ask for
>> that today.
>>
>> 2) I want the $36 service charge waived. If I'm buying a new phone with
>> the $150 instead of just taking it as a service credit, that's good
>> enough, and I think eight years is a pretty long time to be a customer to
>> still have to get dinged with that crap.
>>
>> 3) I want to downgrade my plan. Right now I have the $35 Free & Clear
>> plan with 300 minutes. I rarely use my phone during peak hours (most of
>> the time it isn't even turned ON), so I don't EVER EVER come close to
>> using those 300 minutes. I want to downgrade to the 200-minute Fair &
>> Flexible plan (so that free nights start at 7:00P instead of 9:00P) for
>> $30, and I'll keep the $15 Vision plan I have, since I mainly use that
>> for Wireless Web and the very rare text message. Way I see it, that still
>> keeps me over $35 and eligible for upgrade again two years hence.
>>
>> So, what I'd like to know is, if it comes to having to go to the
>> Retention folks to accomplish this, can anyone who has dealt with them
>> offer some advice as to how to deal with them to get what I want?
>>
>> Thanks!
>> --
>> Chris Lemon
>> [email protected]
>> http://fredsmythe.com
>> EFNet: FredSmyth
>>
>>
>
>

On Sun, 24 Sep 2006 13:57:14 -0700, "Chris Lemon"
<[email protected]> wrote:


>So, what I'd like to know is, if it comes to having to go to the Retention
>folks to accomplish this, can anyone who has dealt with them offer some
>advice as to how to deal with them to get what I want?

Definitely deal with the retention people on the phone, don't
go through a store.

I've been through three contracts and rec'd benefits each
time, and each of those times I've gone through retention. I've found
it gets easier each time because at this point, they're as prepared
for it as you are. I'm always simply honest and polite. I don't claim
that I can get a better deal elsewhere (I cannot), and I admit that I
would like to stay with Sprint, but I simply ask what they are
authorized to offer me if I renew my contract. Last time I explained
that I didn't need more minutes, but wanted a new phone. They gave me
a choice of two phones and when I asked if that's all, they said that
they could add some bonus minutes, credit the charge I had for 7 pm
evenings, and waive new contract fees. I also asked them to waive the
$18 "upgrade fee" which they now charge when you change phones (and is
such a rip-off - all the companies are doing it now I'm told).

That may seem like weak advice, but never underestimate how
far honesty and civility will take you. You may do better than I did.

Good luck, DGI

"David G. Imber" <[email protected]> wrote in message
news:[email protected]...

> That may seem like weak advice, but never underestimate how
> far honesty and civility will take you. You may do better than I did.

It's not weak at all! I'm going on NOTHING here, so I'll take every little
bit of help I can get, from you or anyone else. Thank you!
--
Chris Lemon
[email protected]
http://fredsmythe.com
EFNet: FredSmyth

On Sun, 24 Sep 2006 17:24:22 -0400, David G. Imber
<[email protected]> wrote:


> That may seem like weak advice, but never underestimate how
>far honesty and civility will take you. You may do better than I did.

Sorry to respond to my own post, but I neglected to mention
that the reason I couldn't really ask for more than I did was that,
due to some problems I was having with one of my numbers - problems
that were caused by Sprint - they made it up to me by canceling the
"add-a-phone" charge on my second line. I probably would have asked
for this had they not. So again, you may be able to do better than I
did.

DGI

"David G. Imber" <[email protected]> wrote in message
news:[email protected]...

> Sorry to respond to my own post,

No problem. It gives me an in to ask another question

So you said they offered you a choice between two phones. Will I not be able
to get the new Sanyo 8400 through Retention, do you think? It's the logical
upgrade from the 8100 I have now.

Also, are you suggesting I not even bother going to a Sprint Store to ask
questions? I'm down with that, as I didn't want to have to deal with
high-pressure salespeople, anyhow. I just wanna clarify.
--
Chris Lemon
[email protected]
http://fredsmythe.com
EFNet: FredSmyth

In article <[email protected]>, Chris Lemon wrote:

> 2) I want the $36 service charge waived. If I'm buying a new phone with the
> $150 instead of just taking it as a service credit, that's good enough, and
> I think eight years is a pretty long time to be a customer to still have to
> get dinged with that crap.

I never got charged $36 when I was a customer, except for when I initially
set up each line. It's an *activation* fee. Unless something major has
changed, they don't charge that fee to change phones on an already-activated
line.

> So, what I'd like to know is, if it comes to having to go to the Retention
> folks to accomplish this, can anyone who has dealt with them offer some
> advice as to how to deal with them to get what I want?

You're already spending just about the lowest amount of money you can spend
on a Sprint postpaid cell phone. How much more do you expect to save?

Not trying to be a jerk here... just pointing out that you're already at
the bottom, they don't offer anything cheaper than $30 - I *thought* they
didn't offer anything cheaper than $35, actually - and at most you might
save a couple bucks.



--
Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
Apple Valley, California PGP:0xE3AE35ED

It's all fun and games until someone starts a bonfire in the living room.

"Steven J. Sobol" <[email protected]> wrote in message
news:[email protected]...
> You're already spending just about the lowest amount of money you can
> spend
> on a Sprint postpaid cell phone. How much more do you expect to save?
>
> Not trying to be a jerk here... just pointing out that you're already at
> the bottom, they don't offer anything cheaper than $30 - I *thought* they
> didn't offer anything cheaper than $35, actually - and at most you might
> save a couple bucks.


Well, where did I say anything about saving? Really, if I can get an 8400,
with the $50 trade-in on my current phone in addition to the standard $150
off, waive the service charge (and I've read that while it might not be $36,
they're apparently trying to tack on $18 if you change phones on a
preexisting line now), and either downgrade my plan or keep the one I have
(but still have nights/weekends start at 7 instead of 9; downgrading would
save me $5 a month), I'll be happy. I don't want an significantly lower
bill, I just don't want to pay any more above and beyond what I end up
paying for the phone itself, and I've noticed that Sprint has a way of
trying to pad your bill in the process.
--
Chris Lemon
[email protected]
http://fredsmythe.com
EFNet: FredSmyth

In article <[email protected]>, Chris Lemon wrote:

> Well, where did I say anything about saving? Really, if I can get an 8400,
> with the $50 trade-in on my current phone in addition to the standard $150
> off, waive the service charge (and I've read that while it might not be $36,
> they're apparently trying to tack on $18 if you change phones on a
> preexisting line now), and either downgrade my plan or keep the one I have
> (but still have nights/weekends start at 7 instead of 9; downgrading would
> save me $5 a month), I'll be happy. I don't want an significantly lower
> bill, I just don't want to pay any more above and beyond what I end up
> paying for the phone itself, and I've noticed that Sprint has a way of
> trying to pad your bill in the process.

My suggestion: don't ask to downgrade the plan, see if you can get the free
earlier nights and weekends.

At $30-35 per month, the cellco (any cellco) isn't making a ton of money on
you in the first place, so they're going to be (in my opinion) unwilling to
lower your monthly price further, *but* they may be willing to give you a
freebie. (Don't know, never bothered with Sprint retention, this is just a
suggestion).

As for saving money, the idea is that if you threaten to leave, maybe they'll
give you a sweet deal, so savings IS an issue for mot people, and besides,
you either want to downgrade your plan or get 7pm NW for free, so you are
looking to (potentially) save a few bucks!


--
Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
Apple Valley, California PGP:0xE3AE35ED

It's all fun and games until someone starts a bonfire in the living room.

On Sun, 24 Sep 2006 14:41:49 -0700, "Chris Lemon"
<[email protected]> wrote:

>"David G. Imber" <[email protected]> wrote in message
>news:[email protected]...
>
>> Sorry to respond to my own post,
>
>No problem. It gives me an in to ask another question
>
>So you said they offered you a choice between two phones. Will I not be able
>to get the new Sanyo 8400 through Retention, do you think? It's the logical
>upgrade from the 8100 I have now.

One of the phones they offered me was a Samsung or an LG. I
don't remember the models but I don't like those products. I think she
had one other she could offer as well. I told them that I've been
using Sanyo phones for years and wanted to stick with them, and that I
was thinking of the 3100, which had just come out. She said that she
wasn't sure whether she could offer that, but she could offer the
8300, which is very much the same phone.

So judging from that conversation I think they're given a
selection of phones they are allowed to offer. It probably changes
from time to time, depending upon what phones they need to move for
their own reasons. I haven't seen the 8400 (I don't think it's
available here in NYC yet), but my guess is that if you tell retention
(cancellation - same department) what you want, they'll tell you the
"closest" they can offer. That's just a guess, however.

>
>Also, are you suggesting I not even bother going to a Sprint Store to ask
>questions? I'm down with that, as I didn't want to have to deal with
>high-pressure salespeople, anyhow. I just wanna clarify.

I live near a very good Sprint store, but from what I've
gathered here, it's not high pressure but low wattage that you have to
be concerned about. I always hear horror stories about how possibly
well-meaning store employees just screw everything up because they're
terribly icompetent.

By far your best bet is to call SPCS, and when the recording
asks what you want, say "cancel". That gets you right to retention.
They know exactly what they're there for, and get right down to
business. They don't have to worry about anything but that part of the
transaction, so it's easier for them to do a good job. That's just my
opinion, but I'll bet others here would agree.

Good luck, DGI

Steven J. Sobol wrote:
> and besides,
> you either want to downgrade your plan or get 7pm NW for free, so you are
> looking to (potentially) save a few bucks!

Well, yes, but I'm also willing to suck down the potential downgrade in
service as a result. Right now I have 300 minutes I don't come close to
using, with the $30 plan I'd only have 200, but I still wouldn't come
close to using them _and_ I'd have 7P NW. It's not like I'm asking for a
discount above and beyond the $30.

--
Chris Lemon
[email protected]
http://fredsmythe.com
AIM, Yahoo, MSN: FredSmythe

"Chris Lemon" <[email protected]> wrote in message
news[email protected]...
> So I'm thinking of getting a new phone. I've had three through Sprint in
> the last eight years I've been a customer, and it's time for a new one. My
> last two-year agreement is up, and I'm month-to-month now, so I know I at
> least qualify for the $150 instant rebate if I reup for two years. I like
> very much what I see in the Sanyo 8400, if it resolves the issues I have
> with my 8100 now.
>
> I'm suspecting, though, that if I go to the Sprint Store, they're gonna
> give me an attitude on some other issues, so I may have to deal with the
> Sprint Retention folks.
>
> These are those issues:
>
> 1) At one point, a few months ago, they offered me the $150 + $50 if I
> trade in my current phone. I turned it down at the time because I was
> considering switching providers and didn't want to tie myself to Sprint
> for a new contract at the time. I'm anticipating an attitude if I ask for
> that today.
>
> 2) I want the $36 service charge waived. If I'm buying a new phone with
> the $150 instead of just taking it as a service credit, that's good
> enough, and I think eight years is a pretty long time to be a customer to
> still have to get dinged with that crap.

I doubt they will waive the $36
>
> 3) I want to downgrade my plan. Right now I have the $35 Free & Clear plan
> with 300 minutes. I rarely use my phone during peak hours (most of the
> time it isn't even turned ON), so I don't EVER EVER come close to using
> those 300 minutes. I want to downgrade to the 200-minute Fair & Flexible
> plan (so that free nights start at 7:00P instead of 9:00P) for $30, and
> I'll keep the $15 Vision plan I have, since I mainly use that for Wireless
> Web and the very rare text message. Way I see it, that still keeps me over
> $35 and eligible for upgrade again two years hence.

I do not believe they count the vision plan for the $34.99 requirement as
you can drop vision, the plan must be $34.99 or up to qualify for the $150
discount.
>
> So, what I'd like to know is, if it comes to having to go to the Retention
> folks to accomplish this, can anyone who has dealt with them offer some
> advice as to how to deal with them to get what I want?
>
> Thanks!
> --
> Chris Lemon
> [email protected]
> http://fredsmythe.com
> EFNet: FredSmyth
>
>

"Chris Lemon" <[email protected]> wrote in message
news:[email protected]...
> "David G. Imber" <[email protected]> wrote in message
> news:[email protected]...
>
>> That may seem like weak advice, but never underestimate how
>> far honesty and civility will take you. You may do better than I did.
>
> It's not weak at all! I'm going on NOTHING here, so I'll take every little
> bit of help I can get, from you or anyone else. Thank you!
> --
> Chris Lemon
> [email protected]
> http://fredsmythe.com
> EFNet: FredSmyth

I've been with SPCS since 98 with 3 phones on the account. Upgraded to a new
phone for the daughter a month ago, and for yours truly two weeks ago.
Extended both AAs to one year. Got a $25 credit on daughter's phone as the
older phone was only in service for 18 months. Got $75 credit on mine as I
had my older 5300 for four years.

In both cases, I called SPCS, was forwarded to the retention department was
more than happy to give me a credit for the $36 upgrade for each phone.

Bob

"Bob Smith" <[email protected]> wrote in message
news:[email protected]...
>
> "Chris Lemon" <[email protected]> wrote in message
> news:[email protected]...
>> "David G. Imber" <[email protected]> wrote in message
>> news:[email protected]...
>>
>>> That may seem like weak advice, but never underestimate how
>>> far honesty and civility will take you. You may do better than I did.
>>
>> It's not weak at all! I'm going on NOTHING here, so I'll take every
>> little bit of help I can get, from you or anyone else. Thank you!
>> --
>> Chris Lemon
>> [email protected]
>> http://fredsmythe.com
>> EFNet: FredSmyth
>
> I've been with SPCS since 98 with 3 phones on the account. Upgraded to a
> new phone for the daughter a month ago, and for yours truly two weeks ago.
> Extended both AAs to one year. Got a $25 credit on daughter's phone as the
> older phone was only in service for 18 months. Got $75 credit on mine as I
> had my older 5300 for four years.
>
> In both cases, I called SPCS, was forwarded to the retention department
> was more than happy to give me a credit for the $36 upgrade for each
> phone.
>
> Bob
PS: Daughter got a Black Sanyo Katana and yours truly the Blue Sanyo Kanata,
and we both like our phones a lot.