More Sprint outrages: phone, store employees told to shoo away cancelled account appeals

More Sprint outrages: phone, store employees told to shoo away cancelled account appeals

Summary: From a post on SprintUsers.com, citing an internal memo said to be for Sprint phone customer service types who are faced with overly frequent (90 or above in last six months) callers to customer service who have been notified of cancellation and are calling to appeal:Employee Actions Include:1.

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TOPICS: Telcos, Mobility
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From a post on SprintUsers.com, citing an internal memo said to be for Sprint phone customer service types who are faced with overly frequent (90 or above in last six months) callers to customer service who have been notified of cancellation and are calling to appeal:

Employee Actions Include: 1. Do not engage the customer in non-Sprint related conversation - simply confirm the information that the customer was sent 2. Do not attempt to save these customers 3. Do not transfer these customers to Account Services (Retention) to be saved 4. Do not reactivate the cancelled accounts for the customers 5. Do not establish a new account for these customers

Inform the customer to call the specific toll-free number that was given in the letter and attempt to end the call as quickly as possible. If during normal business hours, cold transfer the customer to the number immediately (877-527-8405).

Wait there's more. According to this post by Godmera, retail store employees are instructed to put the hammer down when ticked off customers come in and rant:

I'm a Sprint rep at a retail store, it's bad enough that we get yelled at by customers when customer care screws up now will get yelled at for getting the customers account cancel. When we called up to help fix the customers problem (which the customer attempts to fix by calling customer care before hand and getting transfered many times) we get transfered another 5 times before someone fixes the problem.

Hey Sprint, no wonder why you lost 220,000 customers last quarter with 2.7% churn.

So, for setting this oh-so-nurturing customer service climate, why does SprintNextel CEO Gary Forsee still have a job?

Topics: Telcos, Mobility

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17 comments
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  • The Truth

    My experience is that they have many problems, few answers. It was suggested to me when I confronted them with a problem with my Nextel phone services that I was at liberty to take my business elsewhere. Ok, looks likes 220,000 customers did just that. I worked personally with THE MARRIOTT, old man Bill, and he told me the secret to his success was customer service. Can you hear me yet...$$$$
    drsiggyfreud@...
  • Good for Sprint

    About time a Company told all of those whiny-crybaby 'need a self-help book from Dr. Phil' people to go take a hike.
    Anon_ymous
    • Troll much?

      NT
      nighthawk808
    • Try reading the article

      Did you even read the article? The woman made a lot of phone calls to customer support because of a BILLING ERROR MADE BY SPRINT. It's not like she was some moron that did not know how to use her phone. And every time a customer rep transferred her to another rep that would count as a new phone call. And every time she got disconnected and had to call back that counted as a new phone call. I'd be steaming mad if that happened to me!

      Maybe Sprint would not have so many people calling their Customer Service if they stopped making so many billing errors.
      verbila
    • Golly, I hate to see the day when your electric company shuts your service

      for being such an "understanding" individual. Karma is what Karma does.
      nunaurfnbsnss-20898959146292469612614257240264
      • I hate to see....is directed to

        "Good for Sprint"
        nunaurfnbsnss-20898959146292469612614257240264
    • Good for Sprint

      You must be without a doubt one giant A** Kissing freak. Let the same thing happen to you prick and we'll see how much you cry and become whiny.
      wtl48@...
  • SPRINT - away from this company!

    They lost me as a customer the first WEEK. I have two subscribed lines and they sent me two LG (like, garbage) phones which work, barely. Their customer service wouldn't make me happy. My mistake? No prior research. Ask everyone in your area who they use and research the phones on the net. I'm happy with my upcoming switch. The preferred business model now is: make as much money as fast as you can angering millions in the process, then change your name and do it again. Good article!
    fredmcgee
  • Sprint

    I have a business account with Sprint and personly my family and I have always had a good experiance with Sprint. I would Recomend them.

    Thank you
    socra
    • Sprint

      It's hard to believe you have a business account with Sprint and run a business with 3 obvious mis-spellings in this post.

      Sprint is trying to be bought out. If they lower their value enough they can be acquired more quickly, or force themselves into bankruptcy. It's hard to be number 3.

      I've used Verizon and AT&T and have been happy with both. The nod probably goes to Verizon, but I don't like extending my contract for every little change I have to make. So far I've not run into that with AT&T.
      wjarvis@...
  • Sprint canceling customers???

    There are no repercussions for printing the truth, but when the facts do not conform to the truth, than innuendo must suffice. Honestly, if the memo were factual, why would you not print the whole memo - letterhead and all? I suspect that the story is more fiction than fact. Is there anyone out there who knows the real story? Perhaps the ZDNet Community has been duped?
    dwtinfo@...
    • i am a call center employee for nextel...

      .. when i heard about this i was skeptical at first, i wanted to assume it was rumour, however there is a phenomenon where customers call in repeatedly.. it is very true this if oft in order for people to fix problems that Sprint caused in error or was trying to scheme theme in some way, i've seen people call in 12 times in one day just to activate their new phone, or to get a restriction lifted off their account after they paid their bill or they were needing an extension for whatever reason. there are tons of repeated calls in to care/finance. if you have a question about the charges on the bill most people are tranfered back in forth between finance care 4-6 just in the same conversation! it's riduculous. .. then today, we all received a copy of a memo that was worded to a T as the one above! i was tempted to post it on the internet, but i didn't want to get sued for releasing internal information but it appears the cat is already out of the bag
      noire
  • 90 calls in 6 months?

    If you are calling that many times (at least once every other day) and you are still a Sprint customer, you either have a serious loneliness issue or you have nothing to do with your time.

    I think I might quit my cell phone company if I had to call TWICE in 6 months.

    Honestly, I have never used Sprint, but these articles seem awfully like a hatchet job to me.
    hegemony
    • Try reading the article

      Did you even read the article? The woman made a lot of phone calls to customer support because of a BILLING ERROR MADE BY SPRINT. It's not like she was some moron that did not know how to use her phone. And every time a customer rep transferred her to another rep that would count as a new phone call. And every time she got disconnected and had to call back that counted as a new phone call. I'd be steaming mad if that happened to me!

      Maybe Sprint would not have so many people calling their Customer Service if they stopped making so many billing errors.
      verbila
  • I'll repeat what I wrote in another blog:

    HHHHHMMMMM, seems to me...
    ... that what's good for the goose is good for the goosed.

    OK, Sprint doesn't like at least two things, ... openly and notoriously: 1) People who use their service, and; 2) People who want to use their service, in service.

    Seems to me the thing to do at this point is to call their bluff and stab them in the area most sensitive: If you have a problem, call, and by writing, notify them that since you have a problem, and since they don't want people with problems - demand that they drop you. If you have bad or intermittant service, call, ... and write them, and demand that they drop you as well.

    If they refuse to drop any people with actual problems with service or "service", then they have discriminated, ... and could be found to be in breach.

    I don't use cell, so I can't do it. I'm also not a lawyer, so I cannot give "legal" advice, but from what I have learned over many decades, it seems a really cool way to jab them in the behind while they face the - hopefully - mighty pen(s) of the press and the litigators. If they begin to get the idea that they will be facing all sorts of actions, they may just be willing to drop all the potential customers dissatisfied enough to rattle on their cages and bang on their doors and tie up their service lines, and flood their websites, and sent a sunami into their PO Boxes.

    Go get'em, tigers! I am on your side, except I'm not a user, so I'm without standing here. Sorry about that, but I don't like the hassles others have been experiencing over these many years, so I stayed with the land line. I will, however, be looking into "data-cell" in the near future, so I'm still very interested in the outcome, believe me.
    Media-Ted@...
  • Virgin Mobile

    Virgin Mobile seems to work nicely where I live; all others can?t find their own towers.
    HapGail_HomeInMd@...
  • WHY DO PEOPLE STILL USE NEXTEL??????????

    It is a mistery to me why people still use NEXTEL , the reception is the worse of any carrier, it is more expensive than many other carriers, they nickel and dime you to death...again the RECEPTION IS HORRIBLE, I myself have never been their customer but may of my friend who are contractors have those phones and it is just hard to keep a long conversation with all the time. Funny last called I received was from a NEXTEL user who I could barely understand and finally droped...By the way did you know they provide cell service to illegal inmigrants and nickle and dime them to death because it seem is the only service they can get besides prepaid?

    LONG TIME T-MOBILE USER, WHEN SOMEONE BETTER COMES UP I WILL SWITCH NO LOYALTY JUST USE COMMON SENSE
    freddygm