Comments on: Timeline of Firing Sprint http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/?utm_source=rss&utm_medium=rss&utm_campaign=timeline-of-firing-sprint A journal of geekery, music and joy Fri, 03 Feb 2012 23:04:56 -0500 hourly 1 http://wordpress.org/?v=3.3.1 By: grayarea http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35634 grayarea Wed, 24 Jan 2007 17:19:50 +0000 http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35634 git em, dave. i guess i got a little tired of it after a few calls. they never really acknowledged my story and just cut straight to offering more deal-sweeteners. by then, i had already had the same problem with my new carrier, but they totally defused the situation. i didn't have to raise my voice or pull out my copy of the Riot Act. ("mr. area, terribly sorry...wont happen again...and therell be no charge for service this month." and it's never happened again.) after that, i just enjoyed being captain smartass to the sprint reps. (eg: hello, mr area, this is janet from sprint-- "hel-lo-o-o, janet... how <i>you</i> doin?") btw, i seem to remember in the consumer reports survey of cell providers, all were withing a couple of points of each other. and the highest rating was only in the 60s (out of 100). so that's some 'hard' data to back pjcabrera's point. git em, dave. i guess i got a little tired of it after a few calls. they never really acknowledged my story and just cut straight to offering more deal-sweeteners.

by then, i had already had the same problem with my new carrier, but they totally defused the situation. i didn’t have to raise my voice or pull out my copy of the Riot Act. (“mr. area, terribly sorry…wont happen again…and therell be no charge for service this month.” and it’s never happened again.) after that, i just enjoyed being captain smartass to the sprint reps.

(eg: hello, mr area, this is janet from sprint– “hel-lo-o-o, janet… how you doin?”)

btw, i seem to remember in the consumer reports survey of cell providers, all were withing a couple of points of each other. and the highest rating was only in the 60s (out of 100). so that’s some ‘hard’ data to back pjcabrera’s point.

]]> By: PJ Cabrera http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35579 PJ Cabrera Wed, 24 Jan 2007 07:01:55 +0000 http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35579 Man, it seems everybody and their brother, sister, dog and pony got a RAZR in Puerto Rico in the last three months. So I wouldn't totally give up on the phone or Motorola, as the RAZR users I personally know, say they love their RAZR. At least they don't passively hate them as much as with their previous phones. This whole discussion about who is in first place, last place, etc., in customer service, is hilarious. Really, their position in relation to each other really amounts to who pisses customers off less. And I bet the difference from last to third to second to first place, is a few percentage points. There's no such thing as "best" customer service with these companies, or very many commercial entities any more. It's all a joke. Just about every customer service situation I've been in in my life, the employees are bored out of their skulls, they're either uninformed or apathetic, or downright unhelpful and surly, to actually do their jobs: to serve the customers. Man, it seems everybody and their brother, sister, dog and pony got a RAZR in Puerto Rico in the last three months. So I wouldn’t totally give up on the phone or Motorola, as the RAZR users I personally know, say they love their RAZR. At least they don’t passively hate them as much as with their previous phones.

This whole discussion about who is in first place, last place, etc., in customer service, is hilarious. Really, their position in relation to each other really amounts to who pisses customers off less. And I bet the difference from last to third to second to first place, is a few percentage points.

There’s no such thing as “best” customer service with these companies, or very many commercial entities any more. It’s all a joke. Just about every customer service situation I’ve been in in my life, the employees are bored out of their skulls, they’re either uninformed or apathetic, or downright unhelpful and surly, to actually do their jobs: to serve the customers.

]]> By: dave http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35571 dave Wed, 24 Jan 2007 04:56:51 +0000 http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35571 Gray, I'd be delighted to get those calls because every one of those reps will get the full story, over and over again until they all give out and then "Why are you wasting your time jacking me off with this call? It's completely a waste of resources if your company isn't planning on doing business in a more reasonable manner. My business was in your hands and all you had to do was take it - but collectively you refused. Don't come crying to me about that now." Gray, I’d be delighted to get those calls because every one of those reps will get the full story, over and over again until they all give out and then “Why are you wasting your time jacking me off with this call? It’s completely a waste of resources if your company isn’t planning on doing business in a more reasonable manner. My business was in your hands and all you had to do was take it – but collectively you refused. Don’t come crying to me about that now.”

]]> By: dave http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35570 dave Wed, 24 Jan 2007 04:52:38 +0000 http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35570 dm, yes the slot was physically messed up. The repair person told me that on day one. I suppose having a system with some continuity from rep to rep when they bounce you around is more than Sprint is willing to put in it. I'd still be willing to try the RAZR from Cingular. If I remember correctly Cingular's version is more open and usable than Sprint's, with fewer carrier imposed restrictions. Chris, If I hadn't needed something we might well have continued on. As it was, once I got stuck in the hell circle of bouncing from rep to rep I decided that if it's going to suck this bad when I need something then it's time to quit now while I can invoke the 30 day guarantee. Ken, We had Verizon at one point and switched to T-Mobile, I don't remember why. T-Mobile was the best service we ever had. We kept our Atlanta numbers for a year and a half until we settled down here, just perma-roaming. They don't have primary service here. dm, yes the slot was physically messed up. The repair person told me that on day one. I suppose having a system with some continuity from rep to rep when they bounce you around is more than Sprint is willing to put in it. I’d still be willing to try the RAZR from Cingular. If I remember correctly Cingular’s version is more open and usable than Sprint’s, with fewer carrier imposed restrictions.

Chris, If I hadn’t needed something we might well have continued on. As it was, once I got stuck in the hell circle of bouncing from rep to rep I decided that if it’s going to suck this bad when I need something then it’s time to quit now while I can invoke the 30 day guarantee.

Ken, We had Verizon at one point and switched to T-Mobile, I don’t remember why. T-Mobile was the best service we ever had. We kept our Atlanta numbers for a year and a half until we settled down here, just perma-roaming. They don’t have primary service here.

]]> By: grayarea http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35567 grayarea Wed, 24 Jan 2007 04:30:43 +0000 http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35567 the best is the subsequent reconnaissance campaign. sprint reps call a hundred times over the next few months, you know, begging you to come back. the old "what can we do to win back your business?" "well, how about a hubble telescope? and a couple hundred pounds of whale steak. HONEY? YOU WANT ANYTHING?..." the best is the subsequent reconnaissance campaign. sprint reps call a hundred times over the next few months, you know, begging you to come back. the old “what can we do to win back your business?” “well, how about a hubble telescope? and a couple hundred pounds of whale steak. HONEY? YOU WANT ANYTHING?…”

]]> By: Ken Nelson http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35555 Ken Nelson Wed, 24 Jan 2007 01:42:36 +0000 http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35555 Is Verizon an option? There's a lot of things about them I don't like, but when we completed a call from south of North Platte NE, to Norton KS, and made arrangements to meet friends for happy hour, I was amazed and pleased. Verizon will have to major-league piss me off before I'll dump them. "It's the network." -k- Is Verizon an option? There’s a lot of things about them I don’t like, but when we completed a call from south of North Platte NE, to Norton KS, and made arrangements to meet friends for happy hour, I was amazed and pleased.

Verizon will have to major-league piss me off before I’ll dump them.

“It’s the network.”

-k-

]]> By: Chris C. http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35494 Chris C. Tue, 23 Jan 2007 16:20:38 +0000 http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35494 I've had SprintPCS for 6 years. I've been satisfied with them, AS LONG AS I don't actually, uh, need anything. Their commitment to customer support waxes and wanes, and any recent objective study of the cell carriers will tell you that Sprint is just awful at CS. [darkmoon, they are STILL dead last per the latest study] Everyone knows it, I know it, I just don't ever change phones or need CS :) Verizon usually comes out on top. Anyway, I ain't changing phones or carriers until someone comes out with another <a HREF="http://www.phonescoop.com/phones/phone.php?p=187" rel="nofollow">PalmOS clamshell</a>. I’ve had SprintPCS for 6 years. I’ve been satisfied with them, AS LONG AS I don’t actually, uh, need anything. Their commitment to customer support waxes and wanes, and any recent objective study of the cell carriers will tell you that Sprint is just awful at CS. [darkmoon, they are STILL dead last per the latest study] Everyone knows it, I know it, I just don’t ever change phones or need CS :)

Verizon usually comes out on top.

Anyway, I ain’t changing phones or carriers until someone comes out with another PalmOS clamshell.

]]> By: darkmoon http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35481 darkmoon Tue, 23 Jan 2007 14:32:16 +0000 http://www.evilgeniuschronicles.org/wordpress/2007/01/23/timeline-of-firing-sprint/#comment-35481 The stories I could tell. Yet, still... your issues did not really result in Motorola's product save for the microSD card not working correctly. I'm curious as to if the slot was messed up or not. Either way, it sounds like a bad case of Sprint CSR. Which I'll have you know that they've actually changed and upped their performance from about five years ago. They used to be dead last in customer service if I remember correctly. The stories I could tell. Yet, still… your issues did not really result in Motorola’s product save for the microSD card not working correctly. I’m curious as to if the slot was messed up or not.

Either way, it sounds like a bad case of Sprint CSR. Which I’ll have you know that they’ve actually changed and upped their performance from about five years ago. They used to be dead last in customer service if I remember correctly.

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