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- Any ideas for a good deal clouded by good customer service gone bad and thena wall?
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|01-04-2008, 10:22 PM||#1|
Join Date: Jul 21, '06
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Any ideas for a good deal clouded by good customer service gone bad and thena wall?
First let me say, that I know that this is going sound, to some, like whining. For me, it is a principle. I have become exactly the type of customer I hoped i would not be. So, please, before any of you get out the long knives or get all high and mighty, reconsider and be kind.
Traditionally, and if you take a look at other posts, you will see that I have praised the New Mexico office to the sky of Retentions. I have gone so far as to talk to two bosses to praise not complain about their employees.
There is no denying that I was given a great deal, but it kept getting changed--for the better. And, then, the bad stuff started.
ORiginally, I called because my junky Razr was done. I talked to a wonderful guy in NM who gave me the following deal:
500 text messages (total $40)
Powervision $10 credit (been there for several years), so it ws $15 a month (normal $25)
With my overages--which were occasional, it could almost reach 80 easy.
This is the new SERO inspired plan:
$100 Palm Centro
(w/o Power vision: $29.99)
The Palm arrived and within 2 hours had software issues.
So, I called back and spoke to Mary. She was delightful, like Jimmy, I spoke to her for a good 35-45 minutes. I learned much about her. She clarified exactly what I had in my plan and promised to send a return kit. I wanted to make sure that my old service credit was still there--why lose it?
So #2 conversation:
$94 HTC Touch
and $10 service credit
b) why it was suddenly $41.99, you got me.
So, what happens? You got it. THe return kit never came. And the Touch? Well, if you have a good one--love it. Mine? Two days after I got it, began to crash and have weird software issues. I have them written down. I had the number o retentions, which I thought was to NM. I told the guy I spoke to, who claimed to be an account manager, which might be a boss? Probably a mistake, but I was chattering away, figuring the kill 'em with kindness approach would continue to work. Anyway, not only was he amazingly rude to my issues, he was ignorant. First, the return boxes. It was some how my fault that the first never arrived. The computer said they were never sent. Then he asked the problems with the Touch. I told him specifically. "We have NO problems listed in our computer." I told him nicely that the internet could supply many similar to mine. He again quoted his notes. I dropped it. I asked what we could do now. He said we could do a $75 Pearl. That was great. He seemed to have a ton of trouble of the return boxes but promised they were on the way. He swore.
But, then I asked him a question about my plan. I asked what it was (at this point, he had basically called me a liar--I am leaving out stuff about the phone, the returns, etc).
$29.99 and $5.00 for internet
Huh? Great deal he kept saying. I couldn't understand it. Where did the extra minutes come from? And now (here I was wrong to say anythign), I was being charged anything for internet? No one had told me that. I was so confused at this point that I did sound like an idiot. I had thought internet was included. Regardless, I was coming out ahead. I did not hear that part of the conversation because this guy had already given me such a hard time.
Well, the same plan was offered. Except now, there was the matter of the Blackberry plan adding $30. No one told me this, esp. the account manager. My deal, I know, it appears is still quite good.
I spoke to a superv. to ask for, perhaps this is just too much, but a credit to cover some of the blackberry plan. If I had known that it was an $30 (I am a complete moron about BB), I would have just asked for a replacment touch. I also did not understand that my plan had been bumped up--250 more minutes and 5.00 cheaper. New billing system?
After being called a liar, not getting boxes (my fault), not being advised about the blackberry costs, I thought perhaps a credit might be fair. I was felt I should pay something close to what I was originally promised.
No dice. I spoke to a couple reps and then a hard nosed (and fair--she had a job to do) supe. She was really condescending "You can write the tracking numbers in your little notes" at times. IN addition, I was a moron because I had a bill amount of $66 a month that I got of their own website. This really got her mad. I was using their own site! I was so confused by all of it. Oh! "I dare you" to find a better deal. Mind you, I had just told her that I looked at Verizon and they were much more expensive. Finally, she did have the patience to sit down and it explain it to me like a 4 year old, but I did ask her to do that.
So, I have the above deal plus the $30.
Which leads me to ask, I know Sprint keeps notes on customers but do they "flag" them? I've talked to so many people, I am starting to wonder. They tell me so many different things.
She kept telling me they could not do anything because I had such a great deal and they could go no lower. I know they give credits for all kinds of things, including loyalty. I've been with them for 8 years. I've endured the usual issues, including store employees be terrible, etc as all of you.
I realize how selfish this might sound, but honestly, I felt like I should be given something more because of all the hours I have spent just trying to get a working phone and being misled about costs (even a rock bottom one). You really should tell someone--it should not take a tech person to tell you about the $30--about that.
And, I promise you, I did end the call on a very nice note, in which I told her that 4 of the 5 people I had spoken to in NM were fair. I know she had a job to do. But...I am just really frustrated now...
|01-05-2008, 02:05 AM||#2|
Join Date: Jan 9, '05
Location: San Jose
Phone: Touch Pro2
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i called in probably 6 times a day for a week and i spent probably close to 16 hours on the phone with sprints retentions department and spoke to 5 supervisors. to get everything sorted out the problem all started when i had them order my 4 razr2's via retentions the day i renewed. they sent it to an old hawaii address i haven't been at for 5 years. sprint if you didn't know has a restricted contract with ups in which ups is not allowed to do any package intercepting. the only places packages can go is to the billing address on file, or back to sprints warehouse in louisville, ky.
i was going back and forth with sprint and ups because they kept contradicating each other in regards to package intercepting. btw, i'm sure others know the correct answer is... sprint has a restricted contract with ups which does not allow ups to do a package intercept. sprint reps are also restricted to do so as well.
i too was worried like you because of the number of times i was calling in such a short period of time. all 5 of the supervisors told me that they reviewed all my notes on my account and it shows that i called in so much because of billing and other mistakes on sprints part which included charging me for 12 razr2s , 4 htc touches.). they said the only way i would be flagged and possibliy dropped as a customers is if i called in everyday for 6 months straight asking for free credits and other things for free.
so whenever i got someone who was helpful and could see on my notes the number of times i called in for other reps mistakes.. i just asked them if there was anything they could do for the time wasted. some said they felt bad, but they couldn't do anything. others went to their supervisors and explained my situation to them. i was able to get $85 credit off 1 bill, and $50 credit on each of my 4 lines.
i didn't think of myself being selfish for asking for some sort of compensation for the time wasted along with the frustrations. a good company will always do extras especially for loyal customers especially when its the company's fault.
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