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Sprint Customer for over 10 Years.. This is what I get.. - Page 4

post #31 of 64
I think the point that should be focused on is that the OP was promised something in the beginning and the promise was not honored. The fact that he spoke with several different people at Sprint, including supervisors, who have been unwilling to review the original recorded conversation of the sale is beyond belief, I mean that is what they (Sprint) paid all that good money for, to protect Sprint.....right? Now, the customer is asking that they use this technology to protect him and they have failed.

I work in customer support and regardless of the day my #1 job is to treat the customer as I would like them to treat me. If, and there have been days when I have needed to, I have a bad day and know that I cannot follow this rule then that is what I have vacation days for. I get myself squared away and come back in the next day. Ultimately though, the Sprint reps are "customer-facing" and since they are "representing" their employer in a negative light, Sprint should want to get this resolved to maintain their customer-base, since it is the customer that keeps the business alive.

OP: See if you can find the name of Sprint's CEO from the Sprint commercials......write up and try and send an email directly to him, see if you can get some traction out of this that way......call the corporate office....whatever it takes, but if these several individuals were rude to you that means they are most likely being rude to other customers as well. Doesn't sound like there is any accountability there at all. If they actually do record the calls you would think that these individuals would not be so brazen as to behave in this manor without fear of repercussions.

No, I don't believe that the customer is always right, but the customer should feel that I care and that I am doing everything that I can to resolve the issue.
   
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post #32 of 64
Thread Starter 
Quote:
Originally Posted by Canis-X View Post

I think the point that should be focused on is that the OP was promised something in the beginning and the promise was not honored. The fact that he spoke with several different people at Sprint, including supervisors, who have been unwilling to review the original recorded conversation of the sale is beyond belief, I mean that is what they (Sprint) paid all that good money for, to protect Sprint.....right? Now, the customer is asking that they use this technology to protect him and they have failed.
I work in customer support and regardless of the day my #1 job is to treat the customer as I would like them to treat me. If, and there have been days when I have needed to, I have a bad day and know that I cannot follow this rule then that is what I have vacation days for. I get myself squared away and come back in the next day. Ultimately though, the Sprint reps are "customer-facing" and since they are "representing" their employer in a negative light, Sprint should want to get this resolved to maintain their customer-base, since it is the customer that keeps the business alive.
OP: See if you can find the name of Sprint's CEO from the Sprint commercials......write up and try and send an email directly to him, see if you can get some traction out of this that way......call the corporate office....whatever it takes, but if these several individuals were rude to you that means they are most likely being rude to other customers as well. Doesn't sound like there is any accountability there at all. If they actually do record the calls you would think that these individuals would not be so brazen as to behave in this manor without fear of repercussions.
No, I don't believe that the customer is always right, but the customer should feel that I care and that I am doing everything that I can to resolve the issue.

It looks as if the account was setup wrong when the plan and phone were purchased. Proper notes were not taken about the activation fee. Nothing was entered into the system correctly. Meaning poorly trained employees, lazy or incompetent.

Being told to expect a call back from a manager, who supposedly had the authority to fix things. Never heard a word, nor was it recorded in my account that a request had been made.

Failing to acknowledge some accountability for initially setting up the new phone incorrectly, and then lying to me about it. This is a clear cut error made on Sprint's part and they refused to correct. Not until I got an interaction ID from a sprint rep, who will probably be reprimanded for giving me, did they begin to take me seriously. How many other customers, that haven't been with Sprint as long as me, being treated poorly?
post #33 of 64
Quote:
Originally Posted by _TRU_ View Post

i'm now on my umm, 3rd evo 4g? worst scenario for me is trying to get the last evo and having to walk 2 miles in the dark w my kid.

I've read the whole thread, and in the end I'm left confused as to what this statement has to do with poor Sprint service?
     
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post #34 of 64
Sorry but this is nothing. I had a phone break only 3a months after buying it. Verizon had stopped using pantec and would not warranty it.they told me I had to buy a new phone at full price. It took 3 months , hundreds of calls and I still had to email verizons ceo. Within 24a hours of emailing him I had the charge for the new phone I bought credited back to my account and they gave me any phone I wanted. Sounds like you need to do the same.
post #35 of 64
Get up stand up, Stand up for your rights!

It's Monday, Ring them back up. Someone probably got lucky last night and might fix your problem. Try to get your lines fixed, then ask them about the waived fees you was promised.

Note: I'll be linking Your thread to my Family. I'm going to have them all switch out. I can not afford to see my family one day be in some kind of Bind like the one the OP is having.
Edited by Coolio831 - 1/30/12 at 9:04am
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post #36 of 64
Quote:
Originally Posted by Papas View Post

Sorry but this is nothing. I had a phone break only 3a months after buying it. Verizon had stopped using pantec and would not warranty it.they told me I had to buy a new phone at full price. It took 3 months , hundreds of calls and I still had to email verizons ceo. Within 24a hours of emailing him I had the charge for the new phone I bought credited back to my account and they gave me any phone I wanted. Sounds like you need to do the same.

if the op had sprint ceos email, i sure he would. id love to read the email sent too.
post #37 of 64
Thread Starter 
Quote:
Originally Posted by Papas View Post

Sorry but this is nothing. I had a phone break only 3a months after buying it. Verizon had stopped using pantec and would not warranty it.they told me I had to buy a new phone at full price. It took 3 months , hundreds of calls and I still had to email verizons ceo. Within 24a hours of emailing him I had the charge for the new phone I bought credited back to my account and they gave me any phone I wanted. Sounds like you need to do the same.

Sorry to hear that. How did you manage to get the CEO's contact info?
post #38 of 64
Thread Starter 
Quote:
Originally Posted by Coolio831 View Post

Get up stand up, Stand up for your rights!
It's Monday, Ring them back up. Someone probably got lucky last night and might fix your problem. Try to get your lines fixed, then ask them about the waived fees you was promised.
Note: I'll be linking Your thread to my Family. I'm going to have them all switch out. I can not afford to see my family one day be in some kind of Bind like the one the OP is having.

I hope they don't have to go through this. I have thought about just giving in, because in the end it is the customer that has to go out of their way to have their account corrected.
post #39 of 64
Quote:
Originally Posted by d-block View Post

I hope they don't have to go through this. I have thought about just giving in, because in the end it is the customer that has to go out of their way to have their account corrected.

If they are unwilling to fix the problem, Drop them like a bad habit that you have biggrin.gif Do actually try to give them another call though. It's worth a try.
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post #40 of 64
Quote:
Originally Posted by Rabbs View Post

This is concerning the " Rep's having a bad day ring a ding ding". Tis true the reps at sprint probably had a bad day or probably made cause his penis small, or his, or her GF/BF cheated on them, or family member died, etc. BUT that doesn't mean come to work, and treat customers like crap. You come to work and do your job, and treat your customers with respect if not should of stayed home. Hell i work at Wal-mart as an overnight stocker and as soon as i walk in the front doors I'm already pissed. BUT again do i treat customers and my lazy ass manager like crap ? No i don't. I do my job the right way and get the hell out . If you have to just fake your respect like i do at work, but keeping it real at the same time tongue.gif

This. So much this. I've worked in customer service my entire adullt life. For seven years as a bartender and then manager at a major corporate restaurant and now as a sales rep at a large seafood distributor. And let me tell you, there are some seriously ignorant people I've come across. Rude like you wouldn't believe. Ive been threatened with violence, cursed at, called vile names, hung up on, laughed at, you name it. And never, no matter what, have I been rude in response. Because if I was, I would deserve to be fired immediately. Whatever is going on in your life, you leave that at home. When you go to work, it's time to put on your big boy pants and go to work. Simple as that. No excuses, no whining, get it done. Be a man and take pride in your job.
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