[Johnnyboy003]

Originally Posted by kentonese

As important as it is to retain customers, it may not be a bad idea to let customers go if they are the type to threaten cancellation if they don't get their way. Unless your friend was someone who spent $150+ each month, Sprint would probably be more than happy to let your friend go. Plus, they get the ETF.

The way I see it, retaining customers is important, but the type of customers you choose to retain is more important.

I really have to agree here because we know what type of customers are "good" customers and some people get to the point that it seems like Sprint is paying them to be their customer.

I've heard of one customer who got over $200 in credit on his account within the first month, his first bill was only like $25 and the next bill was only like $45 and then he wanted to cancel. Obviously there was an etf to pay because he was into his 2nd month but he thought he would be able to use his credit towards that. I don't even know how he got that much in credit during the first month but he did. When he went to cancel, they told him he had an etf and he asked for a sup, the sup took back his credits because they were never justified and told him to pay the etf too if he wanted to cancel. He then came whining to us that the sup took his credits lol

Just goes to show you, be careful how much you ask for cause if you keep taking more and more, eventually someones going to cut you off.

[Scoobmd]

Originally Posted by Johnnyboy003

I really have to agree here because we know what type of customers are "good" customers and some people get to the point that it seems like Sprint is paying them to be their customer.

Well, I like Sprint and would have stayed with them regardless since they seem to have pretty good coverage and service. I was with them out of contract for 1 yr.

It wasn't until I found SU that I learned tips on getting perks which I never knew about. It just makes staying with them more enjoyable.
They'll continue to get my money

[deeniro]

I love e-care services and employees! They are very friendly!

[wuid]

Originally Posted by kizzel32

hmm, noob question, but what site is FW forums?

I think it's fatwallet.com, probably in the hotdeals forums.. there are some long running threads on sprint/sero.

[DexterDawg]

Originally Posted by Johnnyboy003

Here's a new one:

Please don't ask us to call you. We're E-care, kinda defeats the purpose.

Please don't ask me to call you.

[sweetcutie]

Well for all of you out there in Sprint Land I want you to know that I am a rep and I really do care when you have problems and I want to help you out...... I really do and just like the OP I know that you are frustrated and angry and just sometimes really hate Sprint and trust me ... I KNOW how you feel......... think I don't too?

Please just remember that although you are having a really bad day, we are just people trying to get through our day too and we don't appreciate it when we get called names or yelled at or have really dumb questions chucked at us over and over.

I swear I will try really hard to get everything resolved for you and all get you what you want and need (within reason). All I ask in return is that you recoginse how hard I worked for you. Would it kill you to say thanks? And not some half meant thanks... a real " you did a good job and I actually appreciate it and I know you must have a hard job sometimes". That stuff gets noticed by our higher ups. You want better reps? You let Sprint know about the good ones and maybe they'll know what to look for!

Oh anf BTW... the people who just hand out credit and free stuff are usually the ones who cannot understand a simple billing issue and you will end up more furstrated than satisfied!!!!!!! some of these reps are really bad and don't know their butts from a hole in the ground!!! this being said.......... some of us ( and not being modest at all I am one of them) we know our stuff and you are lucky to get us. I can fix most any problem for you and quick.... and an extra bonus... I actually care that your account is fixed correct the first time.


In summation, All I'm asking for here is some recognition and some kindness........ we're people too and trust me...... a happy me is all the better for you as I'm more inclined to help someone who is nice to me than someone who demands and rants and raves...


OH yeah........... yealling in caps........... we actually find that VERY amusing... so all of you who think you're getting your point across.... we actually find you very silly and point and laugh........
LOL

SC

[KenBT]

sweetcutie...

it's nice to see another Sprint/Nextel Rep... Welcome!

I have been with Sprint for over 7 yrs and I just recently will have the SERO 500 effective 03/01/07. I had to contact numerous reps in Retention, Business Dept, etc. but all in all... I am even a happier customer now. I just have to make sure my new plan is correct and any discounts are applied. I had to contact ecare after I renewed for 2 more years since my new Treo 700wx which I just received on 2/19/07- I noticed that the phone dropped $50- so I informed ecare- no problem I will give you a $50 service credit- no need for you to just get a new phone and the price drops. And finally after having FIMF on my original plan in 1999- I am scheduled to get that feature back on my account- since the retentions rep knew where the code for that feature was.

And yes some reps have no idea what is going on- while some- like you know where stuff can be found.

Ecare rep also told me to reply to her last email after March 1st if there was any problems or mistakes when my new plan takes effect- so that she could correct
any problems that any customer service rep or retentions might have overlooked
or input any wrong codes.

Even though you have never assisted me- I for one appreciate knowledge- and for example when the retentions rep did all she could to help me- before I said my final thanks and goodbye- I made it a point to ask her name again and get her employee I.D. number so I could notify Sprint of her courtesy and knowledge.

[sweetcutie]

Originally Posted by KenBT

sweetcutie...

it's nice to see another Sprint/Nextel Rep... Welcome!

I have been with Sprint for over 7 yrs and I just recently will have the SERO 500 effective 03/01/07. I had to contact numerous reps in Retention, Business Dept, etc. but all in all... I am even a happier customer now. I just have to make sure my new plan is correct and any discounts are applied. I had to contact ecare after I renewed for 2 more years since my new Treo 700wx which I just received on 2/19/07- I noticed that the phone dropped $50- so I informed ecare- no problem I will give you a $50 service credit- no need for you to just get a new phone and the price drops. And finally after having FIMF on my original plan in 1999- I am scheduled to get that feature back on my account- since the retentions rep knew where the code for that feature was.

And yes some reps have no idea what is going on- while some- like you know where stuff can be found.

Ecare rep also told me to reply to her last email after March 1st if there was any problems or mistakes when my new plan takes effect- so that she could correct
any problems that any customer service rep or retentions might have overlooked
or input any wrong codes.

Even though you have never assisted me- I for one appreciate knowledge- and for example when the retentions rep did all she could to help me- before I said my final thanks and goodbye- I made it a point to ask her name again and get her employee I.D. number so I could notify Sprint of her courtesy and knowledge.

See now you are a person I wouldn't mind helping..... I feel for the people Sprint has for customers because the majority have no clue how bad they are getting ripped off!

I'm not a fan of Sprint for this reason.... I have to keep this all general as we all know there are Sprint people watching this site but Sprint not only messes with the customers but the reps too so please don't feel like we don't know where you're coming from.

It's nice to hear that you took the time to thank her as well as to get her ID...... recognition is all we ask and it goes a long ways in our jobs.... and makes the day go a bit better!!!

SC
Kisses

[sweetcutie]

trust me we really don't want you to call in......... E-care is better than calling in any day but you have to realise we do have limitations like every department

[sweetcutie]

Originally Posted by deeniro

I love e-care services and employees! They are very friendly!

Trust me... when you are happy and not screaming at us... we love you too!!!

if you ever have a problem please give us an honest chance to fix it without flipping out............ we really are happy to help!

[acosspr]

Thanks for the information sweetcutie, would you mind telling us how we could provide positive feedback for ecare reps? I have a couple of names I would love to express my satisfaction with. About saying thanks or expressing gratitude to a specific ecare rep, I've had no luck on this since after having my situation taken care of by a specific ecare rep, I've replied with a nice thank you note but most of the time a reply comes back from a different rep.

[Johnnyboy003]

Best way would be to reply to the email that whatever the nice rep sent from. As long as it reaches the right rep or sometimes even another rep in the same call center (can't say how to know if it did or not) and they will get recognized. We pass it onto our supervisors.

[acosspr]

Originally Posted by Johnnyboy003

Best way would be to reply to the email that whatever the nice rep sent from. As long as it reaches the right rep or sometimes even another rep in the same call center (can't say how to know if it did or not) and they will get recognized. We pass it onto our supervisors.

Thanks Johnnyboy003, will do

[sprintadv]

Originally Posted by sweetcutie

It's nice to hear that you took the time to thank her as well as to get her ID...... recognition is all we ask and it goes a long ways in our jobs.... and makes the day go a bit better!!!

SC: what's the best way to commend a rep formally?
Send an email with their login via ecare?
I've heard suggestion from ecare email to snail mail to HQ in KC!

A good deed requires 1 in return!

[Scoobmd]

Originally Posted by Johnnyboy003

Best way would be to reply to the email that whatever the nice rep sent from. As long as it reaches the right rep or sometimes even another rep in the same call center (can't say how to know if it did or not) and they will get recognized. We pass it onto our supervisors.

Good advice, I've got to an email to send off right after this then