how much does Sprint offshore American jobs?

I was on the phone with Sprint customer service last night and was
pleasantly surprised to find I was talking to an American!
Decent support call. I almost never have to call support but in the rare
occassion that I had to it was very nice to hear an American voice and
not some clueless cheapo low-wage slave in some other country.
I suppose all companies do outsource at least a little something now a
days but across all the cellular companies how does Sprint rate? Is it
one of the worst offenders overall or on the low side?
I have been a sprint customer for a long time but am making more and
more decisions based on this and will switch if it is revealed that they
are screwing American workers.

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› See More: how much does Sprint offshore American jobs?

On Tue, 09 Sep 2008 11:47:28 -0500, Paul Miner <[email protected]> wrote:

>But as an employee, I can also tell you that the area of Customer Care
>has received incredible attention internally since at least the 2nd or
>3rd quarter of 2007. It takes a long time for perceptions to change,
>though. I'm happy to hear that your latest experience was positive.

I'm not impressed. I make frequent trips to colorado and there's a
gaping black hole for internet service at the place I visit. I've
called a dozen times about and most of the time, I don't get a call
back until I'm back out of town. Keeping me on the phone for
90 minutes doesn't make any difference either. Why can't they take
down the information, and just fix it without making me wait on hold
for hours?

On another matter, sprint switched billing systems and removed a pile
of services from my account and started billing me for internet
overages, text messages, and "roaming" in areas with sprint coverage.
It wasn't fixed the first time I called about it. It wasn't fixed the
next month. It wasn't fixed the next month either. I had to go over
my plan line by line comparing to what I had before the turnover. I
must have wasted six hours to get it corrected.

Sprint seems to like having followup questionairs, and lots of weasel
speak about how much they care, but they're still incompetant as hell.

I'll bet that the next time I visit colorado, the internet service
will still have a black hole at the location I've reported a dozen
times. Sprint is incapable of sending a person to the location and
having them open a ****ing web page on a phone. The cell tower is
broken and can't transfer 10K without timeouts and truncated pages.

At 09 Sep 2008 12:06:42 -0500 AZ Nomad wrote:

> I'm not impressed. I make frequent trips to colorado and there's a
> gaping black hole for internet service at the place I visit. I've
> called a dozen times about and most of the time, I don't get a call
> back until I'm back out of town. Keeping me on the phone for
> 90 minutes doesn't make any difference either. Why can't they take
> down the information, and just fix it without making me wait on hold
> for hours?


I've never figure out why most, if not all, cellular carriers don't provide
CSRs wth up to date ACCURATE network status info. Whenever I reported
outages to Cingular or T-Mo, I've always been met with inaccurate info ("we
show no outage in your location. Have you power cycled your phone?") or
long hold times while the CSR had to check with someone else for network
status (and often return with reports for the wrong area- "we show an
outage in East Undershirt, Wyoming, is THAT near where you are in Denver?")


As a funny aside, my most recent outage story is a doozy! The T-Mobile
tower that services my home was down for nearly a WEEK recently and my
repeated calls about it always required me to be put on hold while the CSR
checked with another department for any status (and eventually returned
with a generic "they're aware of it but have no estimated repair date"- I
found out why later!) One day, service returned to normal with no
explanations.

As it turned out, according to the local neighborhood newspaper a week later,
the new owner of the property the T-Mo site is on had discovered in
theproperty inspection that T-Mo had been drawing power for the site, since
it's construction, from his building's electrical panel rather than their
own electrical supply like the lease had specified, and he had been
fighting T-Mo for the six months he'd owned it to be reimbursed for years
of power use. When the site experienced the failure recently, the owner
seized the opportunity and refused to let T-Mo techs on his property to
repair it until T-Mo paid the $11,000 he was owed!)


> On another matter, sprint switched billing systems and removed a pile
> of services from my account and started billing me for internet
> overages, text messages, and "roaming" in areas with sprint coverage.
> It wasn't fixed the first time I called about it. It wasn't fixed the
> next month. It wasn't fixed the next month either. I had to go over
> my plan line by line comparing to what I had before the turnover. I
> must have wasted six hours to get it corrected.


That was always my experience with Cingular- for no apparent reason, no
roam plans would suddenly get roaming charges, or "free long-distance"
would suddenly disappear from my plan whacking me with a bunch of LD charges.
Every month I had to prepare to spend a half-hour on the phone getting the
appropriate credit while CSRs assured me THIS time they fixed it for sure,
only to get another screwed up bill next month. I used to joke that
detailed billing wasn't a convenience as much as it was a potential future
courtroom "exhibit A!" ;-)


T-Mo's CS is the "friendliest" I've ever run into, and has racked up a
cubicle's full of JD Powers awards to "prove" it, but I'm not sure that
they're any more competent than the rest.

My favorite Cingular CSR experience was when I lived near the border of
their Kansas City service area at the time, and a recent "tower
realignment" to reduce interference with the neighboring rural Missouri
cellular carrier knocked out service in my entire neighborhood for about
four months! When calling in to receive my third consecutive full refund
for service fees, a snotty CSR warned me that they'd be unable to issue any
more refunds even if they never restored service! I never got a Chance to
try for four in a row- service was finally restored to my community a few
days later.

(To be fair, this was during the Southwestern Bell-to-Cingular transition
when the company was as screwed up as they'd ever been, until, of course,
the Cingular/ATTWS merger, that I thankfully missed being a part of!)

On Tue, 09 Sep 2008 12:00:27 -0600, Todd Allcock <[email protected]> wrote:
>At 09 Sep 2008 12:06:42 -0500 AZ Nomad wrote:

>> I'm not impressed. I make frequent trips to colorado and there's a
>> gaping black hole for internet service at the place I visit. I've
>> called a dozen times about and most of the time, I don't get a call
>> back until I'm back out of town. Keeping me on the phone for
>> 90 minutes doesn't make any difference either. Why can't they take
>> down the information, and just fix it without making me wait on hold
>> for hours?


>I've never figure out why most, if not all, cellular carriers don't provide
>CSRs wth up to date ACCURATE network status info. Whenever I reported
>outages to Cingular or T-Mo, I've always been met with inaccurate info ("we
>show no outage in your location. Have you power cycled your phone?") or

<scream> I'm *so* sick of idiotic irrelevent email form letters and
phone scripting. It isn't just sprint. Most CS departments feel that
they can just say or send any old bull****, jerk the customer around forever
and the customer will just go away.

Last time I reported the black hole, I went through email support
instead of phone support. I made it incredibly clear that I would not
tolerate any irrelevent form letters and would reopen the issue 50
times if I had to. I actually got an inteligent response and no form
letter. We'll see in two weekends wether or not they fix it. It's
only been 4 months. Maybe even sprint can fix something in 4 months.


>long hold times while the CSR had to check with someone else for network
>status (and often return with reports for the wrong area- "we show an
>outage in East Undershirt, Wyoming, is THAT near where you are in Denver?")
>

>As a funny aside, my most recent outage story is a doozy! The T-Mobile
>tower that services my home was down for nearly a WEEK recently and my
>repeated calls about it always required me to be put on hold while the CSR
>checked with another department for any status (and eventually returned
>with a generic "they're aware of it but have no estimated repair date"- I
>found out why later!) One day, service returned to normal with no
>explanations.

>As it turned out, according to the local neighborhood newspaper a week later,
>the new owner of the property the T-Mo site is on had discovered in
>theproperty inspection that T-Mo had been drawing power for the site, since
>it's construction, from his building's electrical panel rather than their
>own electrical supply like the lease had specified, and he had been
>fighting T-Mo for the six months he'd owned it to be reimbursed for years
>of power use. When the site experienced the failure recently, the owner
>seized the opportunity and refused to let T-Mo techs on his property to
>repair it until T-Mo paid the $11,000 he was owed!)


>> On another matter, sprint switched billing systems and removed a pile
>> of services from my account and started billing me for internet
>> overages, text messages, and "roaming" in areas with sprint coverage.
>> It wasn't fixed the first time I called about it. It wasn't fixed the
>> next month. It wasn't fixed the next month either. I had to go over
>> my plan line by line comparing to what I had before the turnover. I
>> must have wasted six hours to get it corrected.


>That was always my experience with Cingular- for no apparent reason, no
>roam plans would suddenly get roaming charges, or "free long-distance"
>would suddenly disappear from my plan whacking me with a bunch of LD charges.
> Every month I had to prepare to spend a half-hour on the phone getting the
>appropriate credit while CSRs assured me THIS time they fixed it for sure,
>only to get another screwed up bill next month. I used to joke that
>detailed billing wasn't a convenience as much as it was a potential future
>courtroom "exhibit A!" ;-)


>T-Mo's CS is the "friendliest" I've ever run into, and has racked up a
>cubicle's full of JD Powers awards to "prove" it, but I'm not sure that
>they're any more competent than the rest.

>My favorite Cingular CSR experience was when I lived near the border of
>their Kansas City service area at the time, and a recent "tower
>realignment" to reduce interference with the neighboring rural Missouri
>cellular carrier knocked out service in my entire neighborhood for about
>four months! When calling in to receive my third consecutive full refund
>for service fees, a snotty CSR warned me that they'd be unable to issue any
>more refunds even if they never restored service! I never got a Chance to
>try for four in a row- service was finally restored to my community a few
>days later.

>(To be fair, this was during the Southwestern Bell-to-Cingular transition
>when the company was as screwed up as they'd ever been, until, of course,
>the Cingular/ATTWS merger, that I thankfully missed being a part of!)