[CrazyGuy]

It seems as if my local Sprint store is at war with customer care and advanced technical support and the battlefield is my account. I have had the same model phone replaced with a new one four times due to problems with EVDO. Each time I have been told by customer care and advanced tech support that the problem is with my device and that I should go to the Sprint store and get a new phone. I have been within the 30 day return/ exchange policy on every phone.

Each time the Sprint store has given me difficulty to say the least over not wanting to replace the phone. This last time customer care put a high priority note on my account letting the store know that this phone should be replaced. The rep in the store initially refused to do it because she said I have had too many phones and a tech was not in to sign off on it anyway. I informed her of the high priority note and that I was told that a manager or assistant manager could do this. She informs me with a really bad attitude that she will do it, but says that customer care and I don't understand the position this puts her in and that she will make sure the phone isn't replaced again no matter what if I choose to replace it now.

After leaving the store I have the exact same problem with the new phone yet again. There is no way this is a device issue, but that is beside the point for this posting anyway.

I call customer care and was told that the store rep put a high priority note on my account that the phone should not be replaced by any store even if there are technical problems. The customer care rep I was speaking to told me that this was "very unprofessional" on the part of the store rep and that she should never have placed this in my account and he wished he could just remove the note completely, but this is impossible. He was so irritated with how the store rep notated this that I actually told him not to complain about her because I didn't want to have problems in the future with the store.

He downgraded her note and placed yet another high priority note per 3 supervisors that I could either replace or upgrade my phone via a warranty replacement through the store which he says is how this should have been handled in the first place. He read his note in full to me which says to disregard the note completely that the store rep placed on my account. Furthermore, he told me not to be worried about what store reps say because customer care is above them and they MUST do what they are told.

I am amazed at these internal squables within Sprint and simply want the issue with EVDO fixed. I'm sick and tired of having to go to the store every time and be treated like a criminal for simply wanting a phone that works and following the directions of advanced tech support and customer care. I'm now afraid to go into my local store and see their reaction to this latest high priority note by customer care. Maybe I will go to a different store that is further from me this time if they aren't able to fix the problem with the continuing trouble tickets issued. The store reps I have dealt with treat me like I am some long lost out of town cousin that wants to stay and mooch off of them for 6 months.

I know there are many good store reps, but those who are nasty to customers and don't even bother to offer them any solution but to take their problems elsewhere need to be reminded that Sprint customers are what pay your salary and deserve to be treated with a modicum of dignity and respect and not like they are trash that walked in off the street. Apologies for the long rant. I hope once this is resolved I never have to walk into a Sprint store again.

[SU_Diva*]

What kind of phone do you have and what seems to be the problem you're having with the EVDO??? Is getting a nother model phone not an option?

[mem_reddog]

I have NEVER had anything but bad experiences with the sprint stores in my area. Unless you are in there to buy a phone or sign up for new service you will be ignored and treated like trash. Unless I absolutely have to, I will not go to the Sprint store. I just hope that a situation does not arise where I will be forced to go to one. I do not know if Sprint is aware of how customers are treated at their stores but I find it a disgrace. But I must say that I have met some of the most friendly reps at the Radio Shack.

[flyby]

The Sprint stores I have been to in Houston are a disgrace. It's so bad I believe if every customer carried a hidden camera into the stores for just one week, you could make a 20/20 episode out of it.

Stores closing at 6 p.m. even though the recording says 7 etc. Then if you do manage to get away from work early enough to make it in before the store closes, imagine the treatment your going to receive when the employees are only 50 minutes from locking the door! Just a real uncomfortable, aggravating, hostile experience. The VP of customer experience should hang his head in shame everytime he makes that deposit at the bank.

My experience with the technical side of the network is fine. If a future Sprint customer avoids the store experience they will have a good impression of Sprint. Otherwise they will cross the street to V or C. Sad. EVDO, it's the only reason I tolerate Sprint. There is just no other reason to pay money to a company for such aggravation. And when all the other providers have a national standard for high speed wireless, who is left that will want Sprint. Sad

Originally Posted by mem_reddog

I have NEVER had anything but bad experiences with the sprint stores in my area. Unless you are in there to buy a phone or sign up for new service you will be ignored and treated like trash. Unless I absolutely have to, I will not go to the Sprint store. I just hope that a situation does not arise where I will be forced to go to one. I do not know if Sprint is aware of how customers are treated at their stores but I find it a disgrace. But I must say that I have met some of the most friendly reps at the Radio Shack.

[Gibsohnn]

He downgraded her note and placed yet another high priority note per 3 supervisors that I could either replace or upgrade my phone via a warranty replacement through the store which he says is how this should have been handled in the first place. He read his note in full to me which says to disregard the note completely that the store rep placed on my account. Furthermore, he told me not to be worried about what store reps say because customer care is above them and they MUST do what they are told.

Just to clarify so you're not mis-informed: stores ARE NOT responsible for honoring customer care offers. If it's something we can do, then yes we will. But otherwise, do the math: if they make you an offer or say something should be done, why do they pass the buck off in the first place. Example: woman comes in about a month ago. Phone randomly powering off. Customer care sends her in with the following note in her account "CCI concerning phone not staying on. Customer within 1 year warranty period. Please replace phone for her." Here was the problem:

A.) ZERO insurance, so no, we DO NOT cover warranties in store with no insurance
B.) Phone had been SOAKED.

So, guess what happens? You feel like it's a war, but customer care for the most part mis-states policy just as much as we do. And there is no way that any store is going to warranty out a wet phone with no insurance. Customer care can note your account that I will personally take 100 bucks out of my drawer if you just come in and do you think that's going to happen? Nope.

As for your situation, if you have insurance, my store will swap you till the cows come home. The girl you dealt with had attitude for no reason.

[teksurv]

Originally Posted by btrav13

Just to clarify so you're not mis-informed: stores ARE NOT responsible for honoring customer care offers. If it's something we can do, then yes we will. But otherwise, do the math: if they make you an offer or say something should be done, why do they pass the buck off in the first place. Example: woman comes in about a month ago. Phone randomly powering off. Customer care sends her in with the following note in her account "CCI concerning phone not staying on. Customer within 1 year warranty period. Please replace phone for her." Here was the problem:

A.) ZERO insurance, so no, we DO NOT cover warranties in store with no insurance
B.) Phone had been SOAKED.

So, guess what happens? You feel like it's a war, but customer care for the most part mis-states policy just as much as we do. And there is no way that any store is going to warranty out a wet phone with no insurance. Customer care can note your account that I will personally take 100 bucks out of my drawer if you just come in and do you think that's going to happen? Nope.

As for your situation, if you have insurance, my store will swap you till the cows come home. The girl you dealt with had attitude for no reason.

I wish every Sprint rep was as upfront and professional as yourself. Keep up the good work!

[Tammyt]

btrav13 is quite correct.
Cust care can only do so much, without actually seeing the phone, and yes (GASP!) customers do lie (a lot).
In the case of a malfunctioning phone, the store should replace it with no hassles, within the 14 day period. Some store reps just don't understand that simple bit of customer service.
In the case of "zero insurance, soaked phone", cust care was wrong to note the account that way. Nowhere does it say Sprint will replace the phone within it's 1 year manufacturer's warranty, but some reps will say anything to get an angry customer off the call.
If it's a high value customer, with a long account history, cust care can make recommendations to a store, but not demands. If the cust doesn't get satisfaction at the store, we usually recommend they call cust care while they're in the store, and between the two reps (or rep and store manager), there is usually something that can be worked out to satisfy the needs of the customer.
Stores cannot credit accounts, nor give away free phones, just because of some note on the account...a fact that some cust service reps just don't understand.

[Sanyo7400]

this "war" is a big enough issue that there is now a mandatory service and repair training that all customer service reps will be going through w/ their supervisors, the supervisors started their training on it this week.

[Maja]

Originally Posted by tamaraa

What kind of phone do you have and what seems to be the problem you're having with the EVDO??? Is getting a nother model phone not an option?

I'd be curious about this as well. At some point the store is going to balk at continually replacing a phone. At this point it is used, thus its not like they can just put it back in the box and sell it as new. The first time it very well may be an equipment issue, but I'd guess after the second time it really starts to make you question equipment as being the primary issue.

[CrazyGuy]

Originally Posted by tamaraa

What kind of phone do you have and what seems to be the problem you're having with the EVDO??? Is getting a nother model phone not an option?

I have a PPC6700 and have been getting extremely slow speeds in an area that has strong coverage. The speed tests anywhere between 50 to 80 and frequently times out and disconects completely. The phone has all signal bars and shows EV as if it is receiving an EVDO signal. The strange thing about this situation is that the first couple of weeks I had the initial phone everything worked perfectly testing at about 897. The second phone would not work either and was exchanged the next day. The third phone worked great for a few days and then stopped working with EVDO speeds just like the first one. Advanced tech support has done everything including resetting my entire account and nothing has solved the problem. The reason I haven't chosen to switch to say the 700p yet is because I am used to the Windows OS, listen to certain live audio streams that only support Windows Media Player and love the size of the keyboard on the 6700. However, if the EVDO problems I am experiencing are definitely specific to this model of phone than I will change.

[Rachel]

ya as a csr these type of squabbles amaze me too

[tamiasmom]

It is not uncommon in big companies to have the departments fighting with each other. Unfortunately it is also egged on by upset customers, if you go into a store bcause *2 made you mad, what do you do? you complain to the store rep who is helping you at the time and vice versa. I do think though that the reps and the stores should be made to be on the same page..... wishful thinking on my part I know...

[RicoRich196]

Maybe it is an issue in your area?

[CrazyGuy]

Originally Posted by btrav13

But otherwise, do the math: if they make you an offer or say something should be done, why do they pass the buck off in the first place. Example: woman comes in about a month ago. Phone randomly powering off. Customer care sends her in with the following note in her account "CCI concerning phone not staying on. Customer within 1 year warranty period. Please replace phone for her." Here was the problem:

A.) ZERO insurance, so no, we DO NOT cover warranties in store with no insurance
B.) Phone had been SOAKED..

I agree with you. The example you gave should not happen. In my case it looks like both customer care, advanced tech support and the store are passing the buck and it has become a catch-22 like situation for me. The store tells me EVDO is a new technology and no one in the store is an expert on it and passes the buck to advanced tech support. Advanced tech support sends it back to the store by saying only the store can diagnose and then tells me that I should exchange the phone for a new one and the problem will be solved because they believe it is a device issue which it obviously isn't at this point. Customer care of course agrees because they figure that the chances of two devices having the same problem are very slim.

Originally Posted by btrav13

You feel like it's a war, but customer care for the most part mis-states policy just as much as we do.

This is another area where the problem lies. The customer relies on both customer care and the store for accurate information. If both entities are mis-stating policy then the customer is left in the lurch not knowing whom to believe.

As for your situation, if you have insurance, my store will swap you till the cows come home. The girl you dealt with had attitude for no reason.

I do have insurance and wish it had been your store I dealt with In any case, I appreciate your sharing your views on this issue.

[AnthroMatt]

Originally Posted by flyby

The Sprint stores I have been to in Houston are a disgrace. It's so bad I believe if every customer carried a hidden camera into the stores for just one week, you could make a 20/20 episode out of it.

LMAO!!!!

This is so true!