Tips for contacting E-care - Page 11

mbressman · 04-12-2007, 03:04 AM

Quote:

Originally Posted by sweetcutie

There are different avenues of sending emails in and one of those is deemed "urgent" and that is our executive services queue. These are emails that have gone to our corp emai and they have deemed them "urgent". This has nothing to do with the rep and you aren't more likely to get someone more qualified. These are usually just bigger emails... that's all

PS I never joke about stupid Sprint stuff like that... I wish I was joking

I don't quite follow? You state there are different avenues of sending emails in and one of those avenues is deemed "urgent"...so which avenue is it? And I didn't follow what you said after that at all...

sweetcutie · 04-12-2007, 11:55 PM

Quote:

Originally Posted by mbressman

I don't quite follow? You state there are different avenues of sending emails in and one of those avenues is deemed "urgent"...so which avenue is it? And I didn't follow what you said after that at all...

there is an area where people can lodge complaints and it's supposed to go to our executive services area (in reality these emails just get routed down to regular reps) as Sprint assumes that these emails may be more pressing in nature (Read: angrier customer) they make sure that these get looked at fairly quickly. Then there is the information that comes in from manage accounts. That get's replied to as soon as possible as it has all the verification we need to deal with the issues. After that come the unverified emails... these usually don't have any or very little of the information that we need to access your account and help you. They figure these can wait a bit as they may not be as pressing

Also, the heading that is chosen can also determine the urgency of the email.. for example, question "about my bill" will usually get answered quicker than a "questions about products and services" ... see they assume that a customer that is emailing about their bill has a big problem that may need to be resolved quickly where if it's just a question about our services it can usually wait a bit longer.

Also, the longer an email has been in the queue, the more urgent it's status becomes. Sprint wants a turn around time of no more than 8 hours for an email.

I'm sorry if I wasn't making sense before... I was really tired and not feeling so hot... been sick

**alaron** · 04-13-2007, 09:44 AM

Quote:

Originally Posted by sweetcutie

Sprint wants a turn around time of no more than 8 hours for an email.

The last email about my bill took just approximately 15 hour to answer. Still not horrible.

sweetcutie · 04-13-2007, 11:40 PM

Quote:

Originally Posted by alaron

The last email about my bill took just approximately 15 hour to answer. Still not horrible.

15 hours is about the norm right now... the queues are backed up right now

sam007 · 04-14-2007, 12:19 AM

Some of you guys make me feel guilty already about asking any freebies :-( - true SERO is great but I realise a couple of years back I paid way too much for way too little ;-) - I'm just trying to average it out for now :-)

And if I get a good resolution ( I've an actual problem too besides asking for the freebie ), I'd surely send a nice *thanks* note which hopefully will reach the supervisor.

And while I wrote my email from my account, I saw this thread - kept reading it only until I saw one of the messages about "time-out" issues - too late now :-)

**trainp01** · 04-14-2007, 12:43 AM

Quote:

15 hours is about the norm right now... the queues are backed up right now

I sent an email to cs Wednesday morning and still have not gotten a response yet. I did receive the confirmation email about 30 minutes after sending it out though. Hope I get a response this weekend. I selected "other". What's the usual turn around time for that selection?

sam007 · 04-14-2007, 10:27 PM

Had a real fast turnaround time - got a reply back in less than a day - considering this is weekend, its pretty good turnaround time.

Also, the reply has everything that will help me to fix the problem. And got a freebie too - so its time to port my #. Apart from this, used Sprint around the area and happy with the service overall. After I'm done with everything ( should be over in an hour or so ) will send out the *thank you* note too.

**alaron** · 04-14-2007, 11:11 PM

Quote:

Originally Posted by sam007

will send out the *thank you* note too.

I always reply with thanks. They seem to appreciate it.

mbressman · 04-15-2007, 08:24 AM

Quote:

Originally Posted by sweetcutie

there is an area where people can lodge complaints and it's supposed to go to our executive services area (in reality these emails just get routed down to regular reps) as Sprint assumes that these emails may be more pressing in nature (Read: angrier customer) they make sure that these get looked at fairly quickly. Then there is the information that comes in from manage accounts. That get's replied to as soon as possible as it has all the verification we need to deal with the issues. After that come the unverified emails... these usually don't have any or very little of the information that we need to access your account and help you. They figure these can wait a bit as they may not be as pressing

Also, the heading that is chosen can also determine the urgency of the email.. for example, question "about my bill" will usually get answered quicker than a "questions about products and services" ... see they assume that a customer that is emailing about their bill has a big problem that may need to be resolved quickly where if it's just a question about our services it can usually wait a bit longer.

Also, the longer an email has been in the queue, the more urgent it's status becomes. Sprint wants a turn around time of no more than 8 hours for an email.

I'm sorry if I wasn't making sense before... I was really tired and not feeling so hot... been sick

So in what manner should I submit correspondence to Sprint so that I have the fastest turn-around time? I'm still not clear on the different mechanisms used to submit correspondence...

**psixichka** · 04-16-2007, 07:00 PM

ok so I. E-mailed sprint on Saturday evening choosing "products and services"from the drop down menu basically asking for a freebie
still no response besides the e-mail acknowledgment.

sam007 · 04-17-2007, 04:05 PM

I sent in my thank you note and within an hour got an email from a Manager asking me to fill up a survey.

Yesterday was fun day though - I was on hold for 57 minutes when I called up to get my # ported - didnt want to wait for one hour somehow - disconnected - second try after 2 hours and the wait time was 15 mins. Gave up.

Just called right now - lets see what the wait it will be - it says the wait should be 5 to 10 mins only :-)

**psixichka** · 04-17-2007, 04:56 PM

so I still have not received a response(waiting since sat) so I coped and pasted my e-mail to ecare,ecare1,ecare2&ecare3
hoping at least 1 will respond hopefully with a yes

**Goodgyrl** · 04-17-2007, 06:08 PM

psixichka I think only one email to one of the addresses would have worked. And when sending an email on the weekend I wouldn't expect them to reply back right away. They say 24-48 hours and I wouldn't include Saturday or Sunday.

**psixichka** · 04-17-2007, 07:09 PM

Quote:

Originally Posted by Goodgyrl

psixichka I think only one email to one of the addresses would have worked. And when sending an email on the weekend I wouldn't expect them to reply back right away. They say 24-48 hours and I wouldn't include Saturday or Sunday.

It's been over 48 hours

and I figured/hoping at least 1 out of the 3 will respond since it's not officially sent through the website.
we shall see

**psixichka** · 04-18-2007, 07:04 PM

5 e-mails and no response
what gives?

04-17-2007, 06:08 PM	#163
Goodgyrl Keeping up with the Jones Join Date: Feb 28, '07 Location: VA Posts: 1,031 Phone: Blackberry 8330 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 4,943	psixichka I think only one email to one of the addresses would have worked. And when sending an email on the weekend I wouldn't expect them to reply back right away. They say 24-48 hours and I wouldn't include Saturday or Sunday. Last edited by Goodgyrl; 04-17-2007 at 06:14 PM.

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04-14-2007, 12:19 AM	#155
sam007 Telegraph User Join Date: Mar 31, '07 Location: Bay Area Posts: 13 Phone: Motorola Q Thanks: 0 Thanked 0 Times in 0 Posts SU$: 49	Some of you guys make me feel guilty already about asking any freebies :-( - true SERO is great but I realise a couple of years back I paid way too much for way too little ;-) - I'm just trying to average it out for now :-) And if I get a good resolution ( I've an actual problem too besides asking for the freebie ), I'd surely send a nice thanks note which hopefully will reach the supervisor. And while I wrote my email from my account, I saw this thread - kept reading it only until I saw one of the messages about "time-out" issues - too late now :-)

04-14-2007, 10:27 PM	#157
sam007 Telegraph User Join Date: Mar 31, '07 Location: Bay Area Posts: 13 Phone: Motorola Q Thanks: 0 Thanked 0 Times in 0 Posts SU$: 49	Had a real fast turnaround time - got a reply back in less than a day - considering this is weekend, its pretty good turnaround time. Also, the reply has everything that will help me to fix the problem. And got a freebie too - so its time to port my #. Apart from this, used Sprint around the area and happy with the service overall. After I'm done with everything ( should be over in an hour or so ) will send out the thank you note too.

04-16-2007, 07:00 PM	#160
psixichka Walkie Talkie User Join Date: Jan 12, '07 Location: nyc Posts: 417 Phone: EVO Thanks: 108 Thanked 6 Times in 6 Posts SU$: 2,151	ok so I. E-mailed sprint on Saturday evening choosing "products and services"from the drop down menu basically asking for a freebie still no response besides the e-mail acknowledgment.

04-17-2007, 04:05 PM	#161
sam007 Telegraph User Join Date: Mar 31, '07 Location: Bay Area Posts: 13 Phone: Motorola Q Thanks: 0 Thanked 0 Times in 0 Posts SU$: 49	I sent in my thank you note and within an hour got an email from a Manager asking me to fill up a survey. Yesterday was fun day though - I was on hold for 57 minutes when I called up to get my # ported - didnt want to wait for one hour somehow - disconnected - second try after 2 hours and the wait time was 15 mins. Gave up. Just called right now - lets see what the wait it will be - it says the wait should be 5 to 10 mins only :-)

04-17-2007, 04:56 PM	#162
psixichka Walkie Talkie User Join Date: Jan 12, '07 Location: nyc Posts: 417 Phone: EVO Thanks: 108 Thanked 6 Times in 6 Posts SU$: 2,151	so I still have not received a response(waiting since sat) so I coped and pasted my e-mail to ecare,ecare1,ecare2&ecare3 hoping at least 1 will respond hopefully with a yes

04-18-2007, 07:04 PM	#165
psixichka Walkie Talkie User Join Date: Jan 12, '07 Location: nyc Posts: 417 Phone: EVO Thanks: 108 Thanked 6 Times in 6 Posts SU$: 2,151	5 e-mails and no response what gives?