Sprint losses and customer defections continue

techsavvy68 · #1 (**permalink**) 10-30-2009, 02:32 PM

I think the problem with the company first and foremost is the purchase of Nextel, that hurt big time. Next was the lousy customer service. I remember 10 years ago when I first signed with them, as soon as I signed and my phone was turned on, it was disconnected when I made it to the car. They said I had gone over a spending limit without even making a call. Then I couldn't get a person that spoke English to understand my issues. The other problems with the company is their employees are left in the dark on just about every aspect of the company. A customer shouldn't walk into a place of business and tell the employee more about the company they work for. Sprint has a lot of costs, ie. I have 5 taxes for one area. They tried to actually justify that until I sent it to my alderman. They don't really promote the good phones, those phones are normally heard of through word of mouth or forums like these. I had a Samsung Ace, great phone, saw it in the store and liked it. The TP2 was talked about so much in the forums, I found videos of it and fell in love with it. Imagine if Sprint advertised it. It has the potential to be a great company, they need better CRM and they need someone that knows how to do marketing analysis. Maybe when they get someone to actually reach out to the customer they will start to focus on what the customer wants. Eye candy works, it's done wonders for AT&T. How else can you sell a phone that has no real function other than apps.

powerpcgeek · #2 (**permalink**) 10-30-2009, 04:50 PM

Once your bill is jacked, it's always jacked. When I was a subscriber, I called customer service to clear it up but that was pointless. So I said I was gonna switch providers. Their response: 'Okay'. Obviously customer retention is not very high on their list of priorities.

riviera · #3 (**permalink**) 12-06-2009, 03:55 PM

Quote:

Originally Posted by powerpcgeek

Once your bill is jacked, it's always jacked. When I was a subscriber, I called customer service to clear it up but that was pointless. So I said I was gonna switch providers. Their response: 'Okay'. Obviously customer retention is not very high on their list of priorities.

I recently had a few issues with Sprint, and I'd have to agree that they really don't seem to give a rat's behind. I do NOT expect someone to kiss my butt (" Oh, I'm sorry to hear that, Sir" ), however I would like a company that cared. I told the lady I spoke with that I've accepted that for the serviced I need, Sprint is the cheapest, and I'll have to live with the fact that the customer service sucks. 2 days after getting my new phone and offering my soul to sprint for another 2 years, I had a friend ask me about my new Hero & sprint. I told him it's a great phone, but i couldn't recommend sprint to anyone I liked.