Results 1 to 15 of 33
- 10-04-2003, 08:48 AM #1Phill.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
- 10-04-2003, 11:42 AM #2DRBETZGuest
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
- 10-04-2003, 01:08 PM #3Big PoppaGuest
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]
- 10-04-2003, 01:15 PM #4Big PoppaGuest
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]
- 10-04-2003, 02:42 PM #5Justin GreenGuest
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.
- 10-04-2003, 02:46 PM #6DRBETZGuest
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
- 10-04-2003, 03:15 PM #7Big PoppaGuest
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]
- 10-04-2003, 03:17 PM #8Justin GreenGuest
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.
- 10-04-2003, 03:36 PM #9Justin GreenGuest
Re: Lame attempt to attack the JD Power study
"O/Siris ." <robjvargas@sprîntpcs.côm> 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.
>
> --
> -+-
> RØß
> 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?
- 10-04-2003, 03:37 PM #10O/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.
--
-+-
RØß
O/Siris
I work for Sprint PCS
I *don't* speak for them
[posted via phonescoop.com]
- 10-04-2003, 03:56 PM #11Big PoppaGuest
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]
- 10-04-2003, 04:33 PM #12Phill.Guest
Re: Lame attempt to attack the JD Power study
> "O/Siris ." <robjvargas@sprîntpcs.côm> 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.
> >
> > --
> > -+-
> > RØß
> > 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
- 10-04-2003, 04:35 PM #13Phill.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!
- 10-04-2003, 04:55 PM #14Big PoppaGuest
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]
- 10-04-2003, 05:45 PM #15O/Siris .Guest
Re: Lame attempt to attack the JD Power study
"Justin Green" <[email protected]> wrote in article
<[email protected]>:
>
> "O/Siris ." <robjvargas@sprîntpcs.côm> 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.
> >
> > --
> > -+-
> > RØß
> > 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.
--
-+-
RØß
O/Siris
I work for Sprint PCS
I *don't* speak for them
[posted via phonescoop.com]
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