Sprint, is there no limit to your stupidity?

Sprint, is there no limit to your stupidity?

Summary: My colleague Marguerite Reardon's piece on Sprint sending out severance letters to customers who call their customer service lines too often doesn't surprise me.Just to bring you up to speed, the letters read:"Our records indicate that over the past year, we have received frequent calls from you regarding your billing or other general account information," the letter reads.

TOPICS: Telcos


My colleague Marguerite Reardon's piece on Sprint sending out severance letters to customers who call their customer service lines too often doesn't surprise me.

Just to bring you up to speed, the letters read:

"Our records indicate that over the past year, we have received frequent calls from you regarding your billing or other general account information," the letter reads. "While we have worked to resolve your issues and questions to the best of our ability, the number of inquiries you have made to us during this time has led us to determine that we are unable to meet your current wireless needs."

Sprint, or Nextel, or SprintNextel, how much more dumb can you get?

Two years after the merger of Nextel, you've subsumed the Nextel brand in your marketing. Yet still, your newspaper ads distinguish between Sprint stores and stores "with Nextel products."

You keep going after magic potions of services, like WiMAX, but you overlook VoIP in that mix.

You shed your local calling services by spinning them off. Now known as Embarq, these local calling services could have been the anchor of your service bundle in the local markets you serviced.

Your legacy Sprint and Nextel billing systems are still not completely integrated. Once again, two years on after the merger.

And now this.

Let me get this straight. You lost 220,000 monthly paying subscribers in 1Q of this year, your churn rate is a pretty bad 2.7%.

Those numbers tell me that when it comes to customers, you are shedding like a Siberian Husky in an Arizona summer.

I know something about this shedding. When my service contract runs out with Sprint, or Nextel, or SprintNextel, I'm so outta here.

And you have the gall to spit in the face of current customers who might just need a little bit extra help? All who approved this policy should be kicked out.

I could partly justify surcharges for quicker call center answering, but sheesh, I'm speechless.

But maybe you, the readers, are not.

[poll id=92]

Topic: Telcos

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  • How many calls do I need to make...

    I want out of my current contract. How many times do I need to call Sprint to get them to drop me?
    • Some Employees Still Care

      recooter o3, I am sorry about whatever issues you have been experiencing and want you to know that not all Sprint Nextel employees share Bob's perspective.

      I am not sure why you want to leave, but if you would let me know what your issue is, I will do whatever I can to help.

      Please feel free to send me an email at tyramn@yahoo.com, and let me know how I can be of assistance.


      Sprint Empowered Employee
    • As Many As You Can In A Day!

  • *2 here I come !

    This is the stupidest policy I have ever heard of ! I will be calling to check on my
    expiration date every other day !!
  • Wow, guess who's been following the practices of the insurance industry!

  • If you have Sprint...

    ...and if you've had just about ANY other carrier, you know that Sprint has THE WORST customer service going. This just proves it. However, if all you have to do is complain and you can get out of the contract; WOW, what a deal!
  • Sprint Employee

    I am a Sprint Nextel Employee and have been with the company for 13 years now, many the Nextel side.

    I can say that Sprint Nextel is just about rock bottom when it comes to it employees so it is in no way a shock to me that my company is booting customers... they do the SAME DARN THIN TO EMPLOYEES that don't like to be ordered around like little school children. I can tell you people right now that in my department (17 employees with BSEE degrees and greater in engineering, including myself) we all are looking for new jobs. There is not one person in my department that likes working there, even the 4 legacy Sprint guys were so happy to merge with us are now looking else where. The issue is not and was not Nextel, it is and was Sprint. Sprint will never learn to allow free thinking and thinking out of the box. You are boxed in with some yahoo in Kansas City that thinks they know better, even though they never got a degree and they have never even laid eyes on a cell site or even and antenna. The Nextel side of engineering has highly educated degreed people, the Sprint side had high school ed with maybe a two year under their belt.

    Bottom line: Not only are the customers mad as heck, the employees are to and the top brass could not give a darn, gods honest truth! I can tell you that legacy Sprint Employees heard the way Nextel employees got to operate and we really happy that they might have the ability to operate under such a free spirited work environment, they have been CRUSHED along with us that this is no longer tolerated by Kansas City. To date 6 engineers with BSEE's and MSEE have been fired because they voiced there opinion on how a network should function, all six worked in cellular for 10+ years, one was Craig McCaw's top guys!

  • sprint is crap

    i use my nextel everyday & need it for work now that sprint is in the picture the services suck to many hassles with billing and now they cut paying peeps for cus. calls i for one say kick sprint out and sue the jack arss for making this new rule about to many calls to cus. service thats why i pay around 80.00 dollars amonth forall there services . NEXTEL YEAH - SPRINT A BIG BOOOOOOOOOOOOOO SUPPORT OUR MILITARY ON THIS CASE PROTEST IT THE ILLEGALS DO!!!!
  • Terminating the Cell Service of our Service Men and Women

    I understand that Sprint is also terminating the service of many of our men and women in the military because they "roam too much" and aren't as profitable as Sprint wants. Our service people risk their lives traveling worldwide in our service and their cell phones are sometimes their only connection with their families. I am telling everyone I meet about Sprint's attitude towards their customers - particularly those serving our country. The reaction I get is universally the same - they won't sign up with Sprint or, if they already have Sprint, they are looking to churn off ASAP.
  • RE: Sprint, is there no limit to your stupidity?

    If these customers need to call Customer Service for billing and tech support that frequently, one could make the assumption that it's because Sprint is screwing up the billing, or not providing the level of service that is necessary. After all, no one wants to wait on hold for hours unless it is absolutely necessary. What this policy is essentially saying is "we couldn't live up to our service level requirement and keep making billing errors. So, because you keep complaining about our failure to provide that for which you are paying, we'd rather just cut you loose, because that is easier than fixing our problems".

    I just wish I'd known about this sooner - I would have called daily until they cancelled my contract and waived the early termination fee. I think this can work to the advantage of many of us unsatisfied Sprint customers, who are locked into Sprint ... "Hello Claire, it's me again ..."
  • RE: Sprint, is there no limit to your stupidity?

    I work for Sprint, and they are unbelievable, they are rude beyond belief, and they make us be rude to customers, and you can't transfer someone until you have sold them something, reguardless of their call, its wrong, and something should be done about it, most of us that work where I do are looking for other jobs. Its not good to go to work and know again you will be threatend with being fired because you don't want to be rude to customers, but Sprint doesn't care!!!!!!! They only care about getting money from people, someone needs to do something about these people, its people like Sprint that make you not want to call any customer service place.. UNBELIEVABLE!!!!!!!!!!