I have yet to find a cell phone company that has any decent customer service. Case in point…Sprint. We have been a Sprint customer for 10 years. We went over on our usage when we had Ava, and I called to get some flexibility on the overage. I started with, “ I know that this was our fault but am hoping you have some flexibility for a long time customer.” Plus, at .40 per minute, they can still make money on me and move down.
Guess what? They said no, but they did use the opportunity to try to sell me a new plan. I explained that I am not interested in upgrading today, but this long-time customer would like some help. She again tried to sell me on a higher plan and explained that the fine print of the contract made my overage my responsibility. I kindly thanked her for quoting the contract and asked her if she remembered that service was in the title customer service. She thought that was less interesting than I did.
She again tried to sell me on a higher plan explaining that using more minutes than on my current plan made her think I needed more minutes.
In turn, I mentioned that Sprint was a distant #3 and was losing money like crazy. Why would she not want to keep a good customer by mildly reducing a bill with .40 per minute overage? I am not disputing the charges. I am asking you to make me a happy Sprint sales person.
Apparently, she was not aware that Sprint was a distant #3 but did not take that info very well. Since that info was not well-received, I did not offer to send her the press releases about how far their stock has fallen since purchasing Nextel. That info was probably not appropriate at this point….
Anyway, I had plans to get the new Palm Pre in Aug when my iphone contract runs out with AT&T. Now, Sprint can suck it. Sprint customer service – you have managed to meet low expectations. Congrats….
2 comments:
That's funny. I had my own cell phone company experience yesterday. My phone kept turning off by itself for no apparent reason. So I stopped by the AT?T store yesterday to see if they could give me any advice. Naturally, the guy wanted to sell me a new phone. Well, while he was messing with my phone, a tiny screw fell out. I said, "Think that's the problem?" His reply, "No, the phone's just old." So I picked up the tiny screw and put it in my pocket. I asked if they had any tools that would work on the screw. Guess what!? They didn't! Surprise, surprise.
So I got a new phone (just in case) and headed out to my van to use my handy eyeglass repair tool to try to fix my old phone. Screw went in and my old phone worked.
So I went back into the store to return the new phone. Long story short, the guy wanted to charge me a $20 restocking fee which he never mentioned when I was buying the phone. The new phone was only $19.99 after a mail-in rebate. And he had ripped off the side of the box for the rebate.
At that moment, I became "MOM". :) You can guess what happened. It ended with the store manager and me having a discussion, the sales guy saying he had told me things he had NOT told me (I had 4 young witnesses with me!) and his boss fussing at him in front of me for tearing off the side of the box.
I walked out with my old phone working and not paying the restocking fee. Now I just have to make sure they don't charge me the $18 "upgrade fee".
Yep, so much for "customer" service!
I've had service with both these companies and won't do business with either again unless they are the only two options available and then I'll start my own company. Don't even get me started on AT&T, quite honestly they suck. Sprint used to be great, but they got to big and now not only does their service fall far behind, but their coverage service isn't up to par either. So, Tony switched to T-Mobile and I not only get great service using my phone, they are always friendly and helpful when I need "customer service". I've always had great experiences with them and believe me when I say I've had a LOT of bad experiences with those other two companies.
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