Sprint hangs up on a 1000 callers

[Kevin]

Originally Posted by DaemonSeid

Sorry to say...but THAT IS YOUR (Customer service reps') JOB.

Theyput stuff on the phone and half the time EVEN THE REPS don't even know how to work them but then have a NERVE to get frustrated when people have questions about certain functions??? I remember about 2 months back I went to the Sprint store to ask about GPS functionality on my phone...I had to get the mananger because the rep helping me had no clue about what I was talking about and was rushing just to get me out of the store. Bottom line is this...u can bury 10 to 100 functions on a phone...and even for the one that you do...knowing that almost everyone AND their grey haired gandmama is gonna use it....then YOU NEED people who know the equipment to be there to explain it....again...it's called CUSTOMER SERVICE...that is thier job...to explain things that may not be explainable even if it seems easy as pie.....what's easy to u may not be easy to me.

Yes and no. I don't think it's the customer service rep's job to read someone the phone's user manual. You have in-store reps to resolve legitimate hardware issues, legitimate software issues (like updating the phone's software) and help clear up billing issues. They will also be happy to sell you a new phone. Otherwise, no, I don't see it the way you do.

Cell phone companies (and the producers of other technology) do not printo those user manuals just to add weight to the box. It should be a minimal expectation that the customer has at least referred to that manual before coming in and taking up space in a line full of people with legitimate problems who really need help from these in-store reps.

Many years ago, I had one of those in-store service jobs. When such customers would come in, I'd very politely pull out a copy of the user manual and refer to the part which described that feature. I'd then read the manual out loud as I walked the customer through the process.

Generally, I find these things to be so intuitive that a manual is just unnecessary. Once you understand the concept of smartkeys and menus and what sort of features would be found in certain categories, how to work a cell phone ain't rocket science.

-- and yes, I fully support Sprint's decision not to serve customers who were costing them money.