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Old 12-09-2012, 09:07 PM   #1
cheezit
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One reason Sprint is losing customers

Is it any wonder why Sprint is having problems? They don't pay attention to what people tell them.

A couple of days ago I emailed ecare about the possibility of a discount. But since the place I work for doesn't participate in Sprints program, I submitted the alternative information requested. One rep emailed me back after a day and said the request was pending because they were unable to verify whether my employer participates.

I emailed them back and told them that "I know that my employer does not participate. That's why I submitted the alternative information requested."

Today I received a followup email from a different rep that stated

"Thank you for contacting Sprint. I am happy to assist you with your request.

We apologize for the inconvenience, we are researching this further and will send you another email within 14 days that approves or denies your request. Please wait for the confirmation so that we will know if your employer participates in the Sprint Discount Program.

We value your business and appreciate the opportunity to answer your questions. Please reply to this email if you have any further questions regarding your discount request.
"

I wrote them back and told them....

"You stated that you were researching whether my employer participates in the Sprint Discount program. Apparently you did NOT read my last response to Emmalyn. I stated there that my employer does NOT participate and that is why I submitted the alternative information requested on Sprints website.

You also stated "We value your business and appreciate the opportunity to answer your questions". Well, let me suggest that if that statement is true, you might start by paying attention to what the customers TELL YOU.
"


No wonder they are shedding established customers faster than they can gain new ones.
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Old 12-09-2012, 09:25 PM   #2
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Originally Posted by cheezit View Post
No wonder they are shedding established customers faster than they can gain new ones.
They gained you back. Even after charging you an additional $5 a month.

Of course they dont listen to the customer and respond with generic generated responses.

This will probably get moved to the rant section
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Old 12-10-2012, 12:08 AM   #3
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If there are no discounts for Sprint through your employer, just go open up a savings account at a credit union. You will automatically ve eligible for a 10% discount on your line plus other benefits. I think the credit union discount flies under the radar around here.

http://www.lovemycreditunion.org/Sprint-169.html
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Old 12-10-2012, 04:32 AM   #4
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They gained you back. Even after charging you an additional $5 a month.
You have that backwards. They gained me back, yes. But it was AFTER I CAME BACK that I found out about the $5 a month. And I didn't cancel for a number of reasons, most of which I listed in that thread. But I think you knew all that already.
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Old 12-10-2012, 04:41 AM   #5
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Originally Posted by jessep28 View Post
If there are no discounts for Sprint through your employer, just go open up a savings account at a credit union. You will automatically ve eligible for a 10% discount on your line plus other benefits. I think the credit union discount flies under the radar around here.

http://www.lovemycreditunion.org/Sprint-169.html
The credit union discount is the one I asked for when I contacted ecare. I even told them that I had a credit union discount with Sprint before I left a year ago. The Sprint ecare reps are just choosing to be obtuse, apparently.

I really *WISH* I had known about that website before I signed back up.
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Old 12-10-2012, 11:11 AM   #6
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Just apply for the credit union discount. Don't forget that it will renew your contract once applied.
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Old 12-10-2012, 12:16 PM   #7
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I've been monitoring our local craigslist, primarily for iphones. I've been struck by just how many Sprint iphones are for sale -- more than Verizon, and equal or maybe even slight more than AT&T. Given that there are at least 10X as many AT&T iphones out there as Sprint iphones, it means that a scary proportion of Sprint iphones are being sold off (or at least attempted to be sold off). I can only guess that its the lousy data rates that those customers are getting...
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Old 12-10-2012, 12:28 PM   #8
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Quote:
Originally Posted by Kendog210



This will probably get moved to the rant section
Yes it will, and that's why we have a rant section. This way everyone can find it and people in the General Section who are here for answers, don't gave to pour through rants and goodbyes,

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Old 12-10-2012, 03:25 PM   #9
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I recent years it's become painfully obvious that the left hand doesn't know what the right hand is doing sometimes. You have to get a little lucky to find "The person" who can help you. For instance I upgraded a line recently by paying for it and in exchange I'm supposed to get a $50 rebate. This was checked and rechecked in the corporate store. Even spoke to Sprint yesterday to check on the status of the rebate. Everything appeared AOK albeit why it takes 8 - 473 million weeks in the year 2012 is beyond me. In any case just today I got a post card in the mail from Sprint telling me I'm ineligible for the rebate so I called the number on the card and whomever I spoke to claims to have gotten it straightened out. We will see. The explanation she gave was that they 'got confused' by the early upgrade coupled with the rebate which sounds like nonsense or maybe it's true. So if the card comes soon that's fine. If not, I guess it will be back on the phone to find another person who claims to know what they're doing.
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Old 12-13-2012, 05:44 AM   #10
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Sometimes telling them what they probably don't really want to hear helps. I received an email back from ecare today that approved my request for the credit union discount, which is what I asked for.

However, I have a question. In the email, they said

Quote:
Your request has been approved and you will soon begin receiving a 20% monthly service discount through [your employer] for phone number ***-***-****. Your new discount will also be applied to any add-on services that have a monthly service charge of $30 or more.
I'm certainly not complaining, and I don't think I have any $30 add-on services, but I thought that the credit union discount was 10%. Not 20%. Or have they changed it?
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Old 12-13-2012, 07:29 AM   #11
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Originally Posted by Pyramid-3 View Post
I recent years it's become painfully obvious that the left hand doesn't know what the right hand is doing sometimes. You have to get a little lucky to find "The person" who can help you. For instance I upgraded a line recently by paying for it and in exchange I'm supposed to get a $50 rebate. This was checked and rechecked in the corporate store. Even spoke to Sprint yesterday to check on the status of the rebate. Everything appeared AOK albeit why it takes 8 - 473 million weeks in the year 2012 is beyond me. In any case just today I got a post card in the mail from Sprint telling me I'm ineligible for the rebate so I called the number on the card and whomever I spoke to claims to have gotten it straightened out. We will see. The explanation she gave was that they 'got confused' by the early upgrade coupled with the rebate which sounds like nonsense or maybe it's true. So if the card comes soon that's fine. If not, I guess it will be back on the phone to find another person who claims to know what they're doing.
One hand not knowing what the other is doing is not unique to Sprint. Verizon is even worse, and AT&T is no better. It's an epidemic that spans every industry in America, and probably the world.
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Old 12-13-2012, 07:59 AM   #12
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Originally Posted by cheezit View Post
Sometimes telling them what they probably don't really want to hear helps. I received an email back from ecare today that approved my request for the credit union discount, which is what I asked for.

However, I have a question. In the email, they said

I'm certainly not complaining, and I don't think I have any $30 add-on services, but I thought that the credit union discount was 10%. Not 20%. Or have they changed it?
It varies
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Old 12-13-2012, 08:08 AM   #13
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Quote:
Originally Posted by cheezit View Post
Sometimes telling them what they probably don't really want to hear helps. I received an email back from ecare today that approved my request for the credit union discount, which is what I asked for.

However, I have a question. In the email, they said



I'm certainly not complaining, and I don't think I have any $30 add-on services, but I thought that the credit union discount was 10%. Not 20%. Or have they changed it?
When I was still w/Sprint my CU discount was 16%
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Old 12-13-2012, 12:22 PM   #14
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Quote:
Originally Posted by cheezit View Post
Sometimes telling them what they probably don't really want to hear helps. I received an email back from ecare today that approved my request for the credit union discount, which is what I asked for.

However, I have a question. In the email, they said



I'm certainly not complaining, and I don't think I have any $30 add-on services, but I thought that the credit union discount was 10%. Not 20%. Or have they changed it?
It is 10%, they set you up on the wrong hierachy. They think you are working for a credit union and not an actual member.

Enjoy it while you can.
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Old 12-13-2012, 01:01 PM   #15
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One hand not knowing what the other is doing is not unique to Sprint. Verizon is even worse, and AT&T is no better. It's an epidemic that spans every industry in America, and probably the world.
I'm not sure how Sprint's hierarchy is structured, but my experience indicates that the hands have no idea what the feet are doing. Corporate has no idea what customers face trying to get problems resolved. Sprint's customer care is the most inefficient I've ever experienced.
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