Quote:
Originally Posted by Snowrblind
I don't think Sprint will ever turn it around unless they improve customer service. They can have the cheapest plans and the best phones, but if its a hassle to deal with them, then no one will want to deal with them.
I had Sprint for 3 years and had such a hard time canceling the account or getting anything done with them. There are only 2 things Sprint cares about. You signing your contract and you paying your bill. That's it, nothing else. Your phone doesn't work? They don't care. Service terrible? Screw you! Want to talk to someone in the store? Screw you again, the store people are just sales peons, they can't do anything. Please hide behind this partition and wait in line to CALL customer service from our store.
From my one bad customer service experience with them, i can definitely say they have lost the opportunity for 6 accounts. 5 of which would have been at least $100 a month.
For example, if i went back to Sprint here's what it would take. First thing, 6mo evaluation period where i can cancel anytime without paying a fee. A Free Touch Pro, and a welcome back 15% discount for the length of my contract on service and products i buy in the store. And that's just to get me thinking about going back there. There would also have to be some empowerment of the store staff to assist in customer service and account maintenance.
If all that was done, i would consider, going back to Sprint. I wouldn't leap for it, i'd think about it. Cause well it's Sprint and they're terrible.
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Ain't that the truth. There were some rough times with sprint, not gonna lie about that. But I will say, Sprint is definitely working in this area. I didn't trust Sprint for beans a few years ago and I constantly checked my bill to make sure they didn't tack on any extra "charges." I've read a number of similar horror stories and it made me paranoid.
But for the most part, it has been improving over the past few years. I'm sure Sprint lost a lot of customers like yourself because of poor customer service. I think Mr. Hesse is on the right track to bringing this company back from a near death.