Sprint Defends Cutting Customers

Iria

Source: Time
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(KANSAS CITY, Mo.)—Sprint Nextel Corp. isn't apologizing for its decision to ax customers it determined were calling customer service too often.

The nation's third-largest wireless provider sent letters to about 1,000 subscribers June 29, saying the company's records showed they had made frequent calls for help with questions about billing and other account information.

MrSpock2002

I agree with Sprint 110 %. I've been with them now for about 15 months, and have loved their service since day 1. The Fair and Flexible Plan (you can no longer get this plan) was/is (for me I'm grandfathered in it perminatly) the best plan available.

40 bucks a month includes 400 minutes, unlimited weekend, free calls starting at 7PM , and if I go over my minutes it's only 5 bucks for an extra 50, then another 5 for 50, etc. NOT 40 cents a minute for all minutes after.

Plus the Power Vision rocks, 15 bucks unlimited net, streaming tv, radio, msn messanger, email, music downloads, etc.

The other provider Verizon sucks in comparison.

Even their newer plans (are not as good as fair and flexible) are better then Verizon.

Now when it comes to Customer Service, they are great. The company needs to cut people who call 40 to 50 times a month, I mean bloody hell, if they are calling that often, then they either have mental issues, or God knows what. If it was their service not working, etc. Just go to the bloody store nearest you and get it worked out.

This will make it easier for people like me that might need ocasional help, either with a bill, or adding stuff to the account, etc. Now we won't have to wait as long to get to an operator.

Before you comment, keep in mind they said they axed people who call 40 to 50 times a month. I mean come on that's just insane.

calidan

Another reason why I think Sprint sucks. I would never want to work for them either.

That guy is a hypocrite. You won't improve customer experience by canceling them.

BlueMak

Why do these people call 40 times a month in the first place?

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The people who are regarded as moral luminaries are those who forego ordinary pleasures themselves and find compensation in interfering with the pleasures of others(Bertrand Russell)"You go into Afghanistan, you got guys who slap women around for five years because they didn't wear a veil,You know, guys like that ain't got no manhood left anyway. So it's a hell of a lot of fun to shoot them." - Lt. Gen. James N. Mattis
This is slavery, not to speak one's thought. [Euripides-The Phoenician Women (c.411-409 B.C.)] http://www.macedonia.info/FALLACIESANDFACTS.htm Sic semper tyrannis.

MrSpock2002

I'm guessing because their a bunch of Putz's. I personally know 3 people that work for them, and enjoy their job immensly.

I also know about 50 people that use them and no complaints.

If I ran a company and I had people calling 40 to 50 times a month you can be damn sure that you would can their asses too.

Calidan you say sprint sucks? Explain. If you ran a company and had idiots calling 2 times a day you would can them as well, and don't you dare say you wouldn't.

calidan

The way I see it, if there are people calling in that many times then there is a problem with the company not the customers. Just because you don't have problems with their service then you shouldn't expect everyone else to have the same experience.

ars technica just wrote a first-hand look here.
http://arstechnica.com/news.ars/post...mer-abuse.html

Tipstaff

That's not always the case, and you shouldn't assume so.

You see, you just can't please everyone, no matter how much you try. And sometimes you just have to give up, and tell them that you can no longer help them, and that they should go elsewhere. You aren't just wasting your time trying to help them, but you are wasting their time too. Some people, in fact, call to complain all the time as a way to get something out of a company, thinking that if they complain.. scratch that.. BITCH enough that they'll get their way. I'm in a customer relations based business, so I know first hand what these guys go through, and I've dealt, or rather deal with these types all the time. These types of people want a better deal, want more than they are paying for.. hell.. they'd want it for free if they could get it. "I'm going to switch cuz your service sucks, unless you can fix this, or give me a better deal." These people think that if they stir up enough trouble, and make such a stink that the company will bend over backwards to keep them. That's not always the case, and Sprint has proven that.

Now, I'm not saying that's 100% the case here. Hell no. There probably is a bunch of them that genuinely have legitimate grievances with Sprint, but come on. For Sprint to have kicked off 1000 subscribers out of 54 million says to me that these are extreme cases, and more than likely these people fall under the abusive customer category.

God knows I have to deal with these types of people all the time, so I know what Sprint, and other companies that deal with customers one on one are going through. In the case of a company like Sprint they probably have more patience than I do with these sorts of people, so I applaud them for taking it for so long. Hell.. I would have told those people to F'OFF after the first 20 calls they made.

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