two probs... and sprint store tech sup frustration... - Page 2

Garrett · #11 (**permalink**) 01-19-2007, 01:06 AM

Quote:

Originally Posted by moats75

I am a tech at a corp store also, what he means is that we are graded so to say on how many swaps, repairs and etc we do on a monthly basis. If we do more swaps than what is budgeted we get wrote up. So in a round about way it will come out of our pocket later on. I love to read about all of our phones on sites that get into the phone and isn't just the sale sheet. Believe it or not they do not provide us with the info that we all have here, just the bare basics. In my store when someone has a question of that nature its usually directed to me or my partner that read this site and others on a regular basis. But you wont find that at all the stores. While your questions were valid you wouldn't find the answer at most of the stores i am sorry to say. As for the other problems you have seen with it I have had them with my 6700 too, but you have the answers here on this site. If there are other questions that I can answer within reason I will help out.

Exactly... just didn't have time to go into detail on my last post.

**JackSchitt28** · #12 (**permalink**) 01-19-2007, 01:18 AM

Quote:

Originally Posted by moats75

I am a tech at a corp store also, what he means is that we are graded so to say on how many swaps, repairs and etc we do on a monthly basis. If we do more swaps than what is budgeted we get wrote up. So in a round about way it will come out of our pocket later on. .

i dont understand how it would come out of your pockets, you guys are not at fault for defective equipment. the manufacturer or the user is the one that created the defect or problem, not you guys. what if 50 people came in your store with a bad phone, lets say they are samsung phones and they are f'ing up and need to be replaced and you went over the "quota", you guys are responsible for the problem? does'nt make sense to me.

Garrett · #13 (**permalink**) 01-19-2007, 01:37 AM

Quote:

Originally Posted by JackSchitt28

Quote:

Originally Posted by moats75

I am a tech at a corp store also, what he means is that we are graded so to say on how many swaps, repairs and etc we do on a monthly basis. If we do more swaps than what is budgeted we get wrote up. So in a round about way it will come out of our pocket later on. .

i dont understand how it would come out of your pockets, you guys are not at fault for defective equipment. the manufacturer or the user is the one that created the defect or problem, not you guys. what if 50 people came in your store with a bad phone, lets say they are samsung phones and they are f'ing up and need to be replaced and you went over the "quota", you guys are responsible for the problem? does'nt make sense to me.

I'm not actually a tech so I don't know how it works exactly. Basically the idea behind limiting the amount of phones that can be replaced is to motivate people to find other solutions to problems... such as fixing a phone with a replacement part or selling a new phone.

**JackSchitt28** · #14 (**permalink**) 01-19-2007, 01:44 AM

Quote:

Originally Posted by Garrett

Quote:

Originally Posted by JackSchitt28

Quote:

Originally Posted by moats75

I am a tech at a corp store also, what he means is that we are graded so to say on how many swaps, repairs and etc we do on a monthly basis. If we do more swaps than what is budgeted we get wrote up. So in a round about way it will come out of our pocket later on. .

i dont understand how it would come out of your pockets, you guys are not at fault for defective equipment. the manufacturer or the user is the one that created the defect or problem, not you guys. what if 50 people came in your store with a bad phone, lets say they are samsung phones and they are f'ing up and need to be replaced and you went over the "quota", you guys are responsible for the problem? does'nt make sense to me.

I'm not actually a tech so I don't know how it works exactly. Basically the idea behind limiting the amount of phones that can be replaced is to motivate people to find other solutions to problems... such as fixing a phone with a replacement part or selling a new phone.

ahhhhhhh gotcha now. this way people dont come in every day wanting their phone fixed, they can buy a new one or something.

Garrett · #15 (**permalink**) 01-19-2007, 02:04 AM

Quote:

Originally Posted by JackSchitt28

Quote:

Originally Posted by Garrett

Quote:

Originally Posted by JackSchitt28

Quote:

Originally Posted by moats75

I am a tech at a corp store also, what he means is that we are graded so to say on how many swaps, repairs and etc we do on a monthly basis. If we do more swaps than what is budgeted we get wrote up. So in a round about way it will come out of our pocket later on. .

i dont understand how it would come out of your pockets, you guys are not at fault for defective equipment. the manufacturer or the user is the one that created the defect or problem, not you guys. what if 50 people came in your store with a bad phone, lets say they are samsung phones and they are f'ing up and need to be replaced and you went over the "quota", you guys are responsible for the problem? does'nt make sense to me.

I'm not actually a tech so I don't know how it works exactly. Basically the idea behind limiting the amount of phones that can be replaced is to motivate people to find other solutions to problems... such as fixing a phone with a replacement part or selling a new phone.

ahhhhhhh gotcha now. this way people dont come in every day wanting their phone fixed, they can buy a new one or something.

I mean the salespeople/techs not the customers by the way...

**schettj** · #16 (**permalink**) 01-19-2007, 09:38 AM

Quote:

Originally Posted by moats75

Believe it or not they do not provide us with the info that we all have here, just the bare basics.

Yep, I believe it. It's a common problem with any tech sales/support function. You're paying people 1-3x min wage to be your front-line interface to your ongoing revenue stream. You want to keep those costs down. You don't (cant afford to, really) put people in that position who have sufficient background and training to do the job.

What you should do is back those people up with an internal help desk per device class or device, where you do have a small team of experts ready to answer their questions and guide them through the troubleshoot/fix steps.

But that costs money too. So instead, You just hope the customer gives up (but keeps paying that ongoing revenue stream!)

If it were unique to Sprint, they'd be in trouble. But it's not.

Which is why my advice for anyone buying any kind of phone that's not, well, just a phone is to find 2-3 user-forums first, read em for a week, then buy the phone... if it's just a regular phone then you find your carrier user-supported forum (Ie, sprintusers.com) and use it... as a last resort call in for tech support help. Never go to the B&M store for help.

marvin.frederickson · #17 (**permalink**) 01-20-2007, 10:00 PM

Well, there was no hassle exchaning the phone [hope the rebate still goes through though]. Glad to say the phone has not locked up (nor failed to dial/connect), and the memory card is working perfectly.

I was interested in watching him program (provision or whatever) the phone, but he basically told me that he couldn't show me because it was confidential stuff. I assume he did something with the ##778# and edited/set something.... (guess I have not read enough in these forums yet). I wonder what the password is to edit though...