Sprint hangs up on a 1000 callers

[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.

[Drolefille]

Fair enough, I'm not entirely certain if they charge you anymore. They used to though because I checked my minutes at the time. Cingular here though.

[_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.