"WELL INFORMED" Customer Service Rep

cmdauria · #1 (**permalink**) 06-23-2010, 11:29 PM

I had to share this because I thought it was really funny. I had about 10 minutes to kill so I thought it would be fun to call customer service and ask about the unresponsive screen issue. When I have my phone sitting on the couch next to me and I try to use it with one hand, the whole top half of the screen becomes unresponsive. This is my second Evo that does this by the way. The rep on the phone proceeds to tell me, with conviction, that it is not a problem. They just had a "Team Meeting" and were told that, all capacitive screens do this. He even went so far as to say that when the Iphone comes out it is going to be the same way. It uses your body to ground the phone, so you have to be holding it your hand to make it scroll smooth. I was literally hysterical laughing on the phone by this point and just hung up because I really didn't even think I could finish the conversation with him.

I had to leave anyways!

This is by no means a rant. I love this phone. Just wanted to see if the front lines reps were even allowed to acknowledge the issue.

pinkbunniz · #2 (**permalink**) 06-23-2010, 11:36 PM

haha that is epic!!!! i know that customer support is super intelligent i scared them the other day when all i said to them was "can i please have my msl # so i can change my evrc to evrc-b" the guy on the phone stammered and said hold please ill get you to tech support and no sooner after he said that i heard transfer music lol

ruckstande · #3 (**permalink**) 06-24-2010, 12:00 AM

Yes I went through something similar. I took my phone to a Sprint repair center and told them that the screen was lifting and that light was coming through. She assured me that the screen was not lifting and all of the phone have like coming through the seam and it is supposed to do that. Die.

**WarChild** · #4 (**permalink**) 06-24-2010, 12:38 AM

Moved to Carrier Discussion

CW

ChrisH09 · #5 (**permalink**) 06-24-2010, 12:44 AM

Unlike us, Sprint doesn't really inform their Reps. I just got hired for a Indirect Cell phone sales company and one of the main reasons I was hired is because I was knowlegable about stuff they didn't know. I throw things at them that they find out a few days later. They've asked me where I've gotten the info...I tell them...PPCgeeks, and Endgadget...which in truth has stuff way before CS reps do. They are paid min wage to answer phone calls...unless they have prior knowledge of it..they will either say something like that or go off something in the system they can say word for word. They have no idea about these issues...I actually just yesterday went to a Corp Sprint store and was babbling off to one of the reps about the screen issue, showed him a youtube video...and showed him the display unit that was there that had the screen lifting. He asked why I wasn't working their. I was laughing when I walked out the door...most of these people just get the job and sell...nothing more...What I do is actually read up on material, which in return gives me more knowledge...and can help me with sales.

veronicamays · #6 (**permalink**) 06-24-2010, 12:59 AM

I was the same way when I worked for Corporate Sprint. It amazed me how many people got hired that knew nothing about the phones. I knew more than the techs at my store and I had never taken a phone apart. Sprint needs to step their game up with employees but then they would have to pay more wouldn't they?