Complaint Review: Sprint

Interesting response, "Lynn" however, as a former fellow Ft. Worth Customer Contact Center Client Specialist such as yourself, I find your comments quite lacking.

The fact is, the Fort Worth Customer Contact Center, and specifically the CAS Department (Client Account Services or something like that, basically the front-line customer service representatives who take calls from your average ordinary consumer, no business accounts), is one big disorganized, overcrowded, understaffed (as far as quality and leadership) pile of quite frankly, dog-poo. Why?:

(A) the CAS production floor--not enough seats number one problem, and number two problem, you don't have your own cubicle, which pretty much guarantees chaos. Therefore, since you don't have your own seat, you can't sit by your team leader usually (may get lucky to even see them on a daily basis), and cannot get important questions answered, in the event they have a care about you, your job satisfaction, or the customer you have on the line (Holding up the colored laminated placards with the word "HELP" on them continuously, for like 10 minutes, my arms got tired fast!). Yes, there may be another supervisor around, but chances are they don't care either, and just come over to your station to give you attitude. And the lack of seats is so ridiculous you can't sit in the same seat all day because the same lack of seats causes the folks coming in at later shifts to boot you while you are on lunch or break. It's really annoying to come back from lunch and have to pick up your stuff, find another seat, in most cases uprooting someone else, log on to that computer, get all the programs needed to do the job efficiently loaded and working (if they don't crash the pre-pentium era computers that have no business running an advanced OS like Win2000 on them) and sign-on to your phone all over again. The point is, the key to any successful business is organizational skill, and PCS...has none.

(B) Underqualified/uneducated/unskilled workers...most of the CAS representatives I had the misfortune of working with or sitting by couldn't use a computer proficiently, babbled incoherently and rudely to customers, and had no people skills. PCS errantly believes it is getting quality reps after some very rudimentary computer testing and a drug test, and then wonders why turnover is so high and there have been training classes starting every week since the beginning of September!

(C) Lack of/non-existent/poor management/leadership. Charlie Baughman, one of the managers in CAS, walked around every morning saying "good morning" to some reps in a certain area of the floor. That's about as visible the management was from what I observed. And those people were too busy assisting the millions...and millions of angry customers to even know the guy was there. And the team leaders? Brain dead, nowhere to be found, uncaring, too focused on call control averages and credit adjustments being too high (because the billing system steals money for Sprint and overbills customers because it's a program that never should have made it to enterprise-wide deployment its so buggy) and useless meetings to have any time for the customers or the representatives.

The point you say? As in what is it? Well Lynn, Maureen is one of the thousands of customers being given bad information and having their hard-earned money stolen because of uneducated (this is not entirely their fault, poor training and the environment are causes), uncaring, and greedy representatives. And being one of the persons like yourself or myself, who care about the customers and don't have a problem helping out with this kind of error, you find yourself disullioned and facing an uphill battle that you cannot win because only 1 in 10 of the reps around you are trying to do the right thing.

In closing, the bad handset received, money forced to pay that should not have been, and fraud Maureen and thousands of other customers of Sprint PCS are just some of the many examples why PCS stands for Pretty Crappy Service.

Interesting response, "Lynn" however, as a former fellow Ft. Worth Customer Contact Center Client Specialist such as yourself, I find your comments quite lacking.

The fact is, the Fort Worth Customer Contact Center, and specifically the CAS Department (Client Account Services or something like that, basically the front-line customer service representatives who take calls from your average ordinary consumer, no business accounts), is one big disorganized, overcrowded, understaffed (as far as quality and leadership) pile of quite frankly, dog-poo. Why?:

(A) the CAS production floor--not enough seats number one problem, and number two problem, you don't have your own cubicle, which pretty much guarantees chaos. Therefore, since you don't have your own seat, you can't sit by your team leader usually (may get lucky to even see them on a daily basis), and cannot get important questions answered, in the event they have a care about you, your job satisfaction, or the customer you have on the line (Holding up the colored laminated placards with the word "HELP" on them continuously, for like 10 minutes, my arms got tired fast!). Yes, there may be another supervisor around, but chances are they don't care either, and just come over to your station to give you attitude. And the lack of seats is so ridiculous you can't sit in the same seat all day because the same lack of seats causes the folks coming in at later shifts to boot you while you are on lunch or break. It's really annoying to come back from lunch and have to pick up your stuff, find another seat, in most cases uprooting someone else, log on to that computer, get all the programs needed to do the job efficiently loaded and working (if they don't crash the pre-pentium era computers that have no business running an advanced OS like Win2000 on them) and sign-on to your phone all over again. The point is, the key to any successful business is organizational skill, and PCS...has none.

(B) Underqualified/uneducated/unskilled workers...most of the CAS representatives I had the misfortune of working with or sitting by couldn't use a computer proficiently, babbled incoherently and rudely to customers, and had no people skills. PCS errantly believes it is getting quality reps after some very rudimentary computer testing and a drug test, and then wonders why turnover is so high and there have been training classes starting every week since the beginning of September!

(C) Lack of/non-existent/poor management/leadership. Charlie Baughman, one of the managers in CAS, walked around every morning saying "good morning" to some reps in a certain area of the floor. That's about as visible the management was from what I observed. And those people were too busy assisting the millions...and millions of angry customers to even know the guy was there. And the team leaders? Brain dead, nowhere to be found, uncaring, too focused on call control averages and credit adjustments being too high (because the billing system steals money for Sprint and overbills customers because it's a program that never should have made it to enterprise-wide deployment its so buggy) and useless meetings to have any time for the customers or the representatives.

The point you say? As in what is it? Well Lynn, Maureen is one of the thousands of customers being given bad information and having their hard-earned money stolen because of uneducated (this is not entirely their fault, poor training and the environment are causes), uncaring, and greedy representatives. And being one of the persons like yourself or myself, who care about the customers and don't have a problem helping out with this kind of error, you find yourself disullioned and facing an uphill battle that you cannot win because only 1 in 10 of the reps around you are trying to do the right thing.

In closing, the bad handset received, money forced to pay that should not have been, and fraud Maureen and thousands of other customers of Sprint PCS are just some of the many examples why PCS stands for Pretty Crappy Service.

Interesting response, "Lynn" however, as a former fellow Ft. Worth Customer Contact Center Client Specialist such as yourself, I find your comments quite lacking.

The fact is, the Fort Worth Customer Contact Center, and specifically the CAS Department (Client Account Services or something like that, basically the front-line customer service representatives who take calls from your average ordinary consumer, no business accounts), is one big disorganized, overcrowded, understaffed (as far as quality and leadership) pile of quite frankly, dog-poo. Why?:

(A) the CAS production floor--not enough seats number one problem, and number two problem, you don't have your own cubicle, which pretty much guarantees chaos. Therefore, since you don't have your own seat, you can't sit by your team leader usually (may get lucky to even see them on a daily basis), and cannot get important questions answered, in the event they have a care about you, your job satisfaction, or the customer you have on the line (Holding up the colored laminated placards with the word "HELP" on them continuously, for like 10 minutes, my arms got tired fast!). Yes, there may be another supervisor around, but chances are they don't care either, and just come over to your station to give you attitude. And the lack of seats is so ridiculous you can't sit in the same seat all day because the same lack of seats causes the folks coming in at later shifts to boot you while you are on lunch or break. It's really annoying to come back from lunch and have to pick up your stuff, find another seat, in most cases uprooting someone else, log on to that computer, get all the programs needed to do the job efficiently loaded and working (if they don't crash the pre-pentium era computers that have no business running an advanced OS like Win2000 on them) and sign-on to your phone all over again. The point is, the key to any successful business is organizational skill, and PCS...has none.

(B) Underqualified/uneducated/unskilled workers...most of the CAS representatives I had the misfortune of working with or sitting by couldn't use a computer proficiently, babbled incoherently and rudely to customers, and had no people skills. PCS errantly believes it is getting quality reps after some very rudimentary computer testing and a drug test, and then wonders why turnover is so high and there have been training classes starting every week since the beginning of September!

(C) Lack of/non-existent/poor management/leadership. Charlie Baughman, one of the managers in CAS, walked around every morning saying "good morning" to some reps in a certain area of the floor. That's about as visible the management was from what I observed. And those people were too busy assisting the millions...and millions of angry customers to even know the guy was there. And the team leaders? Brain dead, nowhere to be found, uncaring, too focused on call control averages and credit adjustments being too high (because the billing system steals money for Sprint and overbills customers because it's a program that never should have made it to enterprise-wide deployment its so buggy) and useless meetings to have any time for the customers or the representatives.

The point you say? As in what is it? Well Lynn, Maureen is one of the thousands of customers being given bad information and having their hard-earned money stolen because of uneducated (this is not entirely their fault, poor training and the environment are causes), uncaring, and greedy representatives. And being one of the persons like yourself or myself, who care about the customers and don't have a problem helping out with this kind of error, you find yourself disullioned and facing an uphill battle that you cannot win because only 1 in 10 of the reps around you are trying to do the right thing.

In closing, the bad handset received, money forced to pay that should not have been, and fraud Maureen and thousands of other customers of Sprint PCS are just some of the many examples why PCS stands for Pretty Crappy Service.

Maureen,

You stated that you had service for only 3 1/2 days and returned the phones and cancelled your contract....my suggestion would be to call sprint pcs cust service at 1-888-211-4727 and let someone look up your account and see what is going on with it....you should not have been charged a cancellation fee if you stopped service before 15 days was up. I work for the company and do not have a problem helping out with this kind of error..we are sorry this happened to you and would love the chance to correct this issue for you. I would also like to express the thought that while we are human and can make mistakes, we are happy to fix them for you.