Now on to what I find to be a big waste of time and money. Sprint will be giving each new customer a welcome call. Howsabout just thanking me at the store or when I call up to activate my service? According to Sprint, this will be done in order to “welcome the customer to Sprint, thank the customer for his or her business, ensure the customer feels fully informed about the product and/or plan chosen, about coverage and answer any questions.” That stuff should all be handled at the time of the sale.
Along those same lines, during the first six months of your contract, Sprint will monitor your voice and data usage and call you the first time you’ve “incurred significant excess voice, text, or data overage charges” and recommend a new plan for you. So basically, they’ll wait to give you a call until after you’ve racked up a bunch of overage charges. Again, thanks a pantload.
I’d hate to be the person that has to make that call. “Hey, I’ve been watching you make all your calls for the last few months and I noticed you went over on your minutes two weeks ago. Just thought I’d give you a call now that you’ve incurred all these charges to see what you’d think about switching to a more expensive plan!”
Sprint Announces New Programs to Deliver Better Customer Experience [Sprint.com] via Phone News
When I signed up for Sprint about 7 or 8 years ago in college, they were really on the cutting edge of customer service. They were the only cell-phone service company for a while with a 24-hour customer service line. Their flexible broadband plans were created and all-inclusive. The in-service free calls, the free SMS, referral rewards: all were hallmarks of a well-oiled customer service machine.
About 3 or 4 years ago things changed. All of the family members that I had convinced to sign-up with Sprint (for the free network calls and the referral fees) were turning against me. I don’t know if the mountainous land of Southern California was just never a good fit for a digital broadband network, but Sprint-to-Sprint calls HAVE to be the inspiration for those “Dropped Calls” commercials. Sprint started closing American call centers left and right (http://www.jobbankusa.com/News/Jobs/jobs60404a.html), they instituted the “one penny over, cease service policy, and pretty soon, the horror stories started coming.
Fast forward to this month, I received several notifications in the mail, by text, in bills, etc. to try the new “ring back” feature from sprint for free. Of course I tried to sign up, of course it didn’t work and of course they tried to charge me for it anyway.
I pay about $150 a month for service and the Indian call service employee seemed to not even be aware that they were about to lose an almost decade old customer, over $2.50.
“Mum, there is nothing that I can do for you.”
That’s what the CEO is gonna be telling the Sprint shareholders when AT&T Wireless posts its holiday earnings numbers next year.
I would have to agree with this 100% and for a minute I thought it was wife who had written the piece. I would totally agree with this case as I have been with sprint for over 10 years and their customer services really sucks any changes you ever make on your plan after you have been a cusotmer never seems to have worked out for me so I pick a plan and a phone and stay with it for 2 years before I make any changes. It would help to be appreciated when you spend $150 to $200 a month plus all the family member you convinced to switch to Sprint.
lol. Great sarcasm, but those are at least some positive changes.