I am leaving sprint and my touch pro..must read.

[kitts]

Originally Posted by djhes

ok Kitts, i need advice then on how to respectfully discuss this with a CSR then. How can i argue that SERO is compatible, i told them time and time again that it is compatible, they basically tell me i am wrong. (2 seperate reps tried to use this excuse to upsell me off my SERO plan. Also they said the TP are not in stock either (suddenly), and that my final offer was to downgrade to a different phone, it was my ONLY option. How can i maintain my cool when they throw me into circles for 6 hrs? i ask to speak to a manager and they almost NEVER transfer me, they drop my call or try to renegotiate some other hairbrain idea.

I am pretty sure the way Sprint is set up, the CSRs cannot authorize a refurb, they have to get a manager to do anything, so the manager sits back (instead of talking to me directly) and tells the CSR what they can and cannot offer REGARDLESS, that way no matter how valid my points, they techinically cant offer me anything since they dont have "authority", meanwhile, the manager sits back and says "no, no we are not going to replace the TP for this customer"

I am sure, if you call back, you will get the same bs replies, since your account might have been marked with your previous conversations. But you will have better luck at a sprint store, where you will be dealing with real people. Tell them that you will take another refurbished TP, then walk away with it. I just had a chat with a buddy at the sprint store. He is pretty annoyed about the complaints about the TP and he do not even look at the account notes before offering the exchanges. So have confidence in the system, it works.

I would request you to be polite and nice to the person at the store. If you mess up there too, the only way for you is OUT!

[Urufu_Shinjiro]

Originally Posted by kitts

I am sure, if you call back, you will get the same bs replies, since your account might have been marked with your previous conversations. But you will have better luck at a sprint store, where you will be dealing with real people. Tell them that you will take another refurbished TP, then walk away with it. I just had a chat with a buddy at the sprint store. He is pretty annoyed about the complaints about the TP and he do not even look at the account notes before offering the exchanges. So have confidence in the system, it works.

I would request you to be polite and nice to the person at the store. If you mess up there too, the only way for you is OUT!

I don't know what kind of customer service you work for but no matter how many notes are on the account that the customer is rude you DO NOT mistreat them with lies and the run-around. Maybe that's why the company I work for has made Gartners Magic Quadrant, we know what customer service really is...