Sprint hangs up on a 1000 callers

[OneTimeSBX]

I agree with Daemon and Kevin...

true, it is your job to help...when i was at tmobile, i was always showing someones grandma how to turn the phone on. i didnt mind with the older people, but ummm, if you are 20 and can read, you need to give it a shot yourself first.

i also blame the phone companies a little too...some of the customers, like my mom, who had the same phone for years and then couldnt find supplies for it, had to upgrade. there is a need for a simple, basic cell phone, one that doesnt text, take pictures, have games, etc. just call out, get calls in, and voicemail.

[Still BLUTANG]

i would still be on my phone i had in college if they sold a replacement battery. i miss it.

and this is why i bought my mom the same phone that i have. if she has questions, she calls me (from the house phone, tho). i can explain things to her because i have the same thing. i wouldn't expect someone at customer service to know everything about every phone ever made by their company.

however, i've been a sprint customer for about 7 years and everyone i know has had at least one MAJOR issue. things get cleared up after incessant calling or stalking the store employees, but that's the only way to things get resolved. last month i had a "notation" on my account that wouldn't let me pay my bill online because i had called customer service about something earlier that month. that meant i had to call customer service AGAIN to be able to pay my bill.

i wonder if the people who are being dropped called over and over again to get 1 issue resolved or if they really are the callers who go overboard and want to complain just for complaining's sake.

[DaemonSeid]

Originally Posted by Still BLUTANG

i wonder if the people who are being dropped called over and over again to get 1 issue resolved or if they really are the callers who go overboard and want to complain just for complaining's sake.

for 1000 out of millions of customers....thats what I am guessing....

I guess their message to them was:

"You won't stop yer bytchin'....we will stop it for ya...and u can go take ur bytching to someone who gives a dayum..."

[1908Revelations]

Originally Posted by Still BLUTANG

however, i've been a sprint customer for about 7 years and everyone i know has had at least one MAJOR issue. things get cleared up after incessant calling or stalking the store employees, but that's the only way to things get resolved. last month i had a "notation" on my account that wouldn't let me pay my bill online because i had called customer service about something earlier that month. that meant i had to call customer service AGAIN to be able to pay my bill.

i wonder if the people who are being dropped called over and over again to get 1 issue resolved or if they really are the callers who go overboard and want to complain just for complaining's sake.

I have T-Mobile and was being billed for a function that my phone didn't have!!! I was pissed! So, I called to ask how did I gain this service? The rep told me I got it on the phone internet (T-Zones...a service where you can check balance, purchase tones, walpapers, and games).

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!!

[OneTimeSBX]

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.

[Kevin]

Originally Posted by OneTimeSBX

I agree with Daemon and Kevin...

true, it is your job to help...when i was at tmobile, i was always showing someones grandma how to turn the phone on. i didnt mind with the older people, but ummm, if you are 20 and can read, you need to give it a shot yourself first.

Old people are no big deal. I'd always go out of my way to make sure they knew how things worked... I'd have them place a call before they left, etc. You never know when doing something like that could really make a difference in an emergency situation.

My boss got a phone for his 80-something year old mother. He tried to teach her how to use it but she refused to learn. She explained that if she were ever in a wreck, she'd just ask the other driver to place the call for her... or the policeman. Can't argue with that.

At any rate, in call centers and with live support, generally, there is a line. In most Sprint stores, to get service, you have to literally take a number and wait as much as (or more than) an hour to talk to a customer service agent. As for their call centers, there's still a queue. The folks with the inane questions which they could easily answer themselves are selfishly dominating the time of people with legitimate problems. That's just not good form.

I'm now in a law office. We routinely fire clients when they don't keep up on their bill or are rude to the staff. We happily field stupid questions, but then again, there aren't too many of those as we bill in quarter-hour increments (if you only talk to us for 30 seconds, you get billed for 15 minutes). That seems to cut down on the inane questions.

[PeppyGPhiB]

Originally Posted by Kevin

I'm now in a law office. We routinely fire clients when they don't keep up on their bill or are rude to the staff. We happily field stupid questions, but then again, there aren't too many of those as we bill in quarter-hour increments (if you only talk to us for 30 seconds, you get billed for 15 minutes). That seems to cut down on the inane questions.

Good point. PR/advertising agencies do the same thing - when a client becomes too difficult to work with, to the point where we can't provide the services we were contracted for, we will resign or decline the business.

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.

[DaemonSeid]

Originally Posted by PeppyGPhiB

Good point. PR/advertising agencies do the same thing - when a client becomes too difficult to work with, to the point where we can't provide the services we were contracted for, we will resign or decline the business.

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.

heree is a question tho....I wonder if those folks are gonna be blacklisted from other carriers


" I am sorry sir...we can't sign you up for service due to...errrmmmm.... technical difficulties..."

hehehehe

[Kevin]

Originally Posted by DaemonSeid

heree is a question tho....I wonder if those folks are gonna be blacklisted from other carriers


" I am sorry sir...we can't sign you up for service due to...errrmmmm.... technical difficulties..."

hehehehe

Carriers ought to offer these customers the option of being charged for each time they call customer service in lieu of terminating their agreement. I can see how that'd be a win-win.

[DaemonSeid]

Originally Posted by Kevin

Carriers ought to offer these customers the option of being charged for each time they call customer service in lieu of terminating their agreement. I can see how that'd be a win-win.

I agree...my only prob with that is that greedy carriers will want to do it for EVERYBODY....for instance...if you dont want to pay...u would be in one queue...or if you want express service (or service where someone is paid to hear u rant) not only do u pay, but your call would get answered quicker or some BS setup like that....the carriers would find a way to abuse that sort of system

[Drolefille]

Originally Posted by Kevin

Carriers ought to offer these customers the option of being charged for each time they call customer service in lieu of terminating their agreement. I can see how that'd be a win-win.

Considering it costs your minutes to call from the cellphone in the first place, often customers ARE being charged for the call.

[Kevin]

Originally Posted by Drolefille

Considering it costs your minutes to call from the cellphone in the first place, often customers ARE being charged for the call.

Most services don't charge for calls to customer service.

Or at least they didn't back in my day.

[_Lisa_]

Originally Posted by Drolefille

Considering it costs your minutes to call from the cellphone in the first place, often customers ARE being charged for the call.

T-Mobile lets me call them for free from my mobile.