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10 yard penalty.
Seriously Sue, while I understand what you're saying, the point of any company should be to keep customers, not drive them away. And to him, it's not just 15 minutes, it's 15 minutes added onto the lack of help he already spent time getting!
Me, personally, if that were too happen, would just say okay, thank you, take down their name and employee number, and then ask to speak to a manager. IF that didn't work, then I'd happily spend my 15 minutes calling corporate and talking to someone on the C-level management about how poorly customer service is being run at there company, and that they're not only risking losing me as a customer, but me and everyone I associate with both in person and on the social web.
If it were me...
EDIT: There, their, they're....those always come out wrong when typing... :/
09-18-09 03:05 AM - 10 yard penalty.
Seriously Sue, while I understand what you're saying, the point of any company should be to keep customers, not drive them away. And to him, it's not just 15 minutes, it's 15 minutes added onto the lack of help he already spent time getting!
Me, personally, if that were too happen, would just say okay, thank you, take down their name and employee number, and then ask to speak to a manager. IF that didn't work, then I'd happily spend my 15 minutes calling corporate and talking to someone on the C-level management about how poorly customer service is being run at there company, and that they're not only risking losing me as a customer, but me and everyone I associate with both in person and on the social web.
If it were me...
EDIT: There, their, they're....those always come out wrong when typing... :/
Sprint FIRED a few customers a few years back it hit the newspapers sprint deemed the customers non profitable since they called into customer care too often... they know what is and isn't a profitable situation... and since they are not in a profitable situation they will safe guard the little money that they don't have left... its part of being in a dying company
In a "consumer-be-damned" move of epic proportions, wireless phone giant Sprint has informed more than 1,000 of its subscribers they are being disconnected for calling its customer service center too much.
A good move by sprint in my opinion but not a move any other carrier would make because its sends the message we will not loose money to our customers...09-18-09 04:19 AM - I can't believe I didn't think of this.
I just called back and got a tech support rep that was extremely friendly. I explained the process and results I have already gone through. I then explained when I went to set up an appointment at the repair center, I realized all of the centers around me are only open during the same hours I work and it would require me to take a day off.
She then said no problem and had a new tour shipped out to me.
Thanks again for the idea.09-18-09 06:54 AM -
First of all, you are obviously past the 30 day period and that puts you in Advanced Exchange land. This past week Sprint has majorly revamped that program.
No more calling in and getting tech support to mail you a phone because you say something is wrong with your phone. What the first person told you was correct, they will charge you if you return a phone that is not damaged. Why they ever replaced phones for a $4 trackball issue I'll never know. But back on topic.
You should have taken the phone to a repair store originally to begin with. That's policy, I'm sorry you were talking to an ***** the first time. If they didn't specify return store and give you a location, shame on them.
The part that made me laugh, was the 15 minutes free time job and kids. Yeah, so does everyone else. Blame the the thousands of idiots that kept calling in to have the phone replaced for basically non issues, and the idiots in tech support who use phone replacements to resolve an issue they are too lazy to figure out.
Also the tidal wave of customers being transferred to tech support and BB tech support for phone replacements cost Sprint a lot of money in man hours.
I haven't read the rest of this thread yet, but I'm here to tell you in case no one has:
Advanced Exchanges are now for customers who are
a) disabled
b) not within 25 miles of a REPAIR store
The job of repairing or replacing the phone is being put back on the repair store, where it should have been the entire time.
Maybe I'm just in a pissy mood today, maybe I'm just tired of customers demanding a new phone to replace a $4 plastic part that isn't Sprint's fault, but I find that you said you wanted to cancel and the rep was like "sure" to be
H I L A R I O U S
I would have told you the same thing. Also, when you keep hanging up and calling back, when you have been told the correct info, makes you look douchey.
09-18-09 07:44 PM - You think I honestly care how I look to Sprint CSRs? That is H I L A R I O U S
I would have told you the same thing. Also, when you keep hanging up and calling back, when you have been told the correct info, makes you look douchey.
I pay them for a service. Part of that service includes handling issues with my account and my hardware. I don't care if its a $4 part or a $200 part. The $4 part is making the phone malfunction less than 60 days after I paid Sprint $200 for the phone and extended my contract for another year.
I can't imagine in my line of business to tell a customer if he has a problem with the product I provided them to drive it over to my office. That would put our company into bankruptcy. If our customer has a problem, we'll catch the next flight and fly across the country to meet with them face to face.
Now I don't expect Sprint to fly to my house. But I also don't expect to have to go waste my time at a repair center when I just paid them for the phone, I pay them (and have paid them for close to 10 years) every month, and they have me locked in for two more years. At least let me go to the local sprint store and swap it out.
And maybe next time they'll do a little QA/QC on the products they are paying their supplier to supply to their customer. So now this $4 part is causing them some headaches.09-18-09 09:04 PM - Ohhhh I see. To me, 15 miles is local and 1 mile is "next door."
I have a Sprint Store about 12 miles from my home but it's not a Corporate Store, which is why I had to drive the hour and a half. Corporate Stores can interface with HQ and do phone swaps whereas the smaller "regular" Sprint Stores can only do new activations. Why I have no idea but that's just how it is.09-18-09 11:14 PM
