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Now.....I think I know my individual phone and I do not have the internet.....I KNOW I don't. I asked him to pull up the time and date of then I signed up for it and he couldn't. I said I wnated to cancel it and I wnated a refund for the months that I had been charged, because at the time my phone (BlackBerry Pearl) didn't have T-Zones. So I was being charged $10 a month for something I didn't sign up for nor could I use it. When I requested to speak with someone else (because James from Mars couldn't understand) the Beiotch hung up on me. Outcome....I was refunded $50. LIKE I KNEW I WOULD!! |
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Everyone knows outsourcing to India & other places is happening, to pretend otherwise doesn't help the company. |
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i think my worst experience was when i bought a new phone and switched it to my existing line...i didnt change my plan, i did nothing but change phones. next thing i know my phone is off because my bill was about $250.
i called and asked why in the HELL my bill that i had just paid to a zero balance, had magically jumped to the $250. 4 people couldnt tell me. 4 people...finally on my 5th call, someone discovered that they charged me for ending my contract. i didnt end my contract, i replied. "well thats not what it says"...but i didnt end my frickin contract, i PAID OUT OF POCKET for a $400 phone so that i could have a nicer phone, so why would i cancel my service after dropping all that money? it took another 3 calls to get that straight. even then, it was never done correctly. everyone took off a little piece here and there, instead of the full $250. sprint is a joke. there, i said it. |
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I'm sure your experience as an inbound callcenter agent is different from mine, but its not like we were taking calls from business professionals or even savvy home users. Savvy home users figured it out with the online manuals, or used email, or didn't care what the name of the agent was as long as they could fix the problem. The type of customer that makes up the majority of our calls, the standard home users, are the kind want to know who they're talking to, and want to be able to say the name of that person. They couldn't get my name right, and its not really all that hard. Elisa, Lise, Lysa, Lesa, etc. I could go on for ages with all the variations of my name that I've heard. And its not that its even the US companies asking the outsourced callcenters to change the names of the agents, its the the business practice of the outsourced callcenters because they found that it worked to help familiarize the customer with the agent, or it helped the customer feel more at ease, or something. Its so hard to explain what the US company really controls over the outsourced callcenters unless you've seen the inner workings for yourself. |
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Good for them - when I worked in Consumer Relations back in the day we did develop a list of customers that were "cut-loose" or even blocked from calling the call centre because of their constant harassment and completely facetious complaints... ultimately it came down to the simple economic fact that these 'uber-troublesome' customers were negatively impacting customer service by eating up so much time and resources, time and resources that should have been going to customers with legitimate concerns or questions.
Funny thing was that some of these troublsome twits developed such a terrible reputation that even the compitetion refused to deal with them (and between Unilever and P&G that made up a huge block of the market). |
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As a Sprint customer, I've actually never had to contact customer support except for maybe one or two instances when I first signed on with them almost seven years ago. These people they dropped deserved to be dropped. It's not like they were dropped for making 3 or 4 calls to solve a problem one month. They were calling ten times that amount for what sounds like more than one month. Calling customer support an avg. of 40-50 times each month?! That's harrassment, basically, and it's preventing Sprint from offering its services to customers that actually NEED help. |
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" I am sorry sir...we can't sign you up for service due to...errrmmmm.... technical difficulties..." hehehehe |
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Or at least they didn't back in my day. |
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