Sprint Wireless Sprint suckers in new customers with huge discounts but screws current customers! Silverdale Washington
Today I've been to the local Sprint store on two seperate occasions. The first time I was told that only one phone line qualified for a upgrade rebate, but not the other on my family plan. we got the phones at the same time.
So the lady told us that we should call the customer service people, because they couldn't help us in the store. incompetent? So my 9 months pregnant wife and I left, I called and was on the phone for about 45 minutes, half of which was on hold.
After the lady on the phone mysteriously "found" a "code error" she told me she fixed it, and now both lines qualify for the upgrade rebate. Great I thought. So, we returned to the Sprint store. Where, we ran into another problem. apparently, we don't qualify for the same 250 dollar instant savings. only 150 dollars, but we've been with Sprint for two years, why cant they upgrade our phones for free?
So we left. I called the customer service line, where after a 1 hour and 30 minute phone call, where the last 30 minutes were on hold, ended up with them hanging up on me!!! We heard a click!
This was terrible. After two years of service they couln't upgrade our phones for free? And its no like we were asking for the most expensive phones either. A new customer would have only paid 200 bucks for two phones. But we would of had to pay 400 dollars. sounds crazy to me.
Please don't support Sprint. They're awful, and have no respect for existing customers. And this isn't the first problem we've had with them either!
So when our contract is up in a month, we're leaving. And finding another company.
Cody
Silverdale, Washington
U.S.A.
1 Updates & Rebuttals
Sprint Insider
Top Secret,Connecticut,
U.S.A.
I will offer insiders information
#2UPDATE Employee
Fri, December 07, 2007
First and foremost everyone at the company has there own Agenda Remeber that. I will attempt to help you navigate through the problems you are facing with sprint. I offer years of current and ongoing experience of whats going on with the company from my own view.
My comments will be brief and to the point, I will give it to you the way it is. First when I leave the company I will port my number the day before I turn in my notice.
Remember Retail Stores have Quotas and Upgrades dont figure in that Number for Crap but too screw the commision sales force out of cash. The District Managers are aware and in some cases urge Store Managers to do just that IMO. Failure of this magnatuide is not just reps it goes to the top managment lvl's.
Now on to your problem everyone has there own agenda and you don't matter with your upgrade just walking in the store as a customer. Upgrades in there current commision program is about $5.00 on avg when a new activation is worth $10.00 till they hit quota and $27 a sale after quota at 200% to quota.
Customer care has gone to hell period and hence the almost 400K in defections over the last 3 months Yes that 4 THOUSAND A DAY. Hence the departure of Gary Forsee's whos departure with a $50 Million dollar seperation package shows the true colors of what were about.
You should remember to alway deal with 1 rep and 1 rep only never ever just walk into the store and deal with a random you could increase your problems 100X easy. Now with sprint paying such low rates to newbies there is a higher turn over rate then ever as well so look for familiar faces if your a long time customer this will improve you chances 50% of getting what you want.
I have dealt with situations like yours and before it was no problem to make the customer happy, the company as a whole didn't care about giving you what you wanted. Now the problem is simply this Abuse at the Retail Lvl, Lower wage payout, Commision Structure that don't support customer and employee have lead his problem to where it is and where its going, Company Buy Out is on the horizon it is the only option out.
GL I could say alot more but you get the picture. I Do have one Question if you were paid 100k base and a fat bonus if you sold more new customers and add lines only. Where would you direct your sales force to in the stores? Get the problem it starts there has been there and wont change from there. GL
On the other had every store operates differently and every store has it's own agenda. Customer service over the phone isn't customer service in the store.
Do this call the store have them note the account for for the amount they promised stop past a store look at the phone you want call customer care have your CC rdy pay for it and have it shipped to you.
You stand a better chance just hope you dont see some strange new numbers on the box's then your in for a helluva time GL.
PS new customers get it worse sometimes. Big Discount up front Big Bill later from what I have seen in my experience. 4K gone a day means new and old get it.