My (poor) retention experience.

[Crimson]

Well, I finally broke down and called retention.. wanted to try to get a good deal on some new phones for my wife and I.. We've been customers since 1997, literally months after Sprint starting offering wireless digital service in my area. NEVER been late, never used any other retention deal in 10 years.. I haven't even used the $150 discount because I didnt want to be under contract.. I've never even asked for a dropped call credit, never made an insurance claim..

I told the Tech what I had been offered through Verizon through work, which was a Treo for $299 minus 100 rebate.. plus 10% of the bill.. (Phone for my wife was around $99, for a Motorola, forget if it was the RZR or KRZR).. So he puts me on hold, and comes back with 'Ok, we can give it to you for $299'. Well, thats not what I said.. i said they offered it with $100 rebate.. So at this point I knew it wasn't going well, then he said he could give me the phone I wanted for my wife for $49 I think he said. I asked which phone that was, he said the RZR.. I told him I wanted the KRZR, not the bigger one..

I don't understand why loyal customers can't get a decent deal without going through all this bull****.. I was pretty happy with Sprint, now I am just ticked off.. I tell the Rep what I want, and he tries to slip it in for a higher cost that what I told him I was getting through another carrier, and tried to switch out the phone I was asking for my wife. I guess I am 90% certain I will just leave Sprint now.. Thats retention for you, taking a happy customer, and trying to mislead them, and not giving them crap, and making them a pissed off customer. Oh, after I told him I wasn't happy with this offer, he started to threaten me with the 'You won't get this offer again' line, but did offer me 5% off my bill.. Gee, thanks.. too late..

Ugh.. I hate this crap.. 10 year customer gets (#*$ while people report on here all the time about getting phones for $99, free this, free that, and 10% off their bill.. I wasn't even expecting the best deal that I have seen others get in here, just wanted something reasonable, and not to be mislead..

[kentonese]

Just try again. This is what everyone does when they don't get what they ask for the first time. Take a few minutes to cool off and see what the next rep says. At the very least, give it one more chance. Good luck! Let us know how it goes.

[Dzalumni]

Be sure when you call to tell Claire to cancle service. Make sure you are talking to Retentions or Account Sercives.

Be polite, it sounds like you did your home work, know what you want and treat the CS representative like a long lost friend.

Try calling at the begining of the shift or on a Sunday morning, when things are usually more quiet.

You can also try emailing ecare, some people have had great luck, other not so much.

[r_pad]

It's absolutely worth trying a few times. My situation is very similar to yours in terms of years of service, never calling retentions, etc. My first two calls to retentions were not satisfactory. The third call left me with a phone discount and plan discount that I'm more than happy with.

[Boraxo]

Unfortunately sprint finds it more profitable to risk churn than to give you the best deal right off the bat. Many people just jump at the first offer so they are trained to start out that way. If you haven't called in 10 years I'm surprised you still have phones that work! But in some ways that may hurt you as you probably don't have a rep as a demanding customer who needs to be placated. Remember that while everything at sprint is negotiable that doesn't mean they will offer it to you without negotiating. Sounds like you did your homework, but sometimes you need to finesse it to the effect of "I really like sprint but I need a treo for email, and I'm not going to pay an extra $100 plus a higher monthly bill".

In any case, your experience with retention is always completely random. Sometimes you will get a great rep like my colleague did on his first call. Sometimes not so good as you got. Seems to track the phases of the moon.

So if you are happy with sprint, simply call back and try again. There's no penalty provided you are polite. If you aren't getting a good vibe, you can always say "oops gotta run there goes my baby" or something and tell them you'll call back and always say thank you. I find you always get more flies with honey.

[Crimson]

Yeah I guess I will try again.. I was a little hot after getting off the phone with them.. I just hate playing games.. and I felt like I was being sold a used car. I tried eCare, who has been extremely polite, but openly admitted that they couldn't offer the same deals as those on the phone. I was really nice to the guy, and I will continue to be even if I end up cancelling..

Verizon will be at my employer tomorrow though, I am definitely going to go talk with them though and see what they have to offer.

On an unrelated note, I am a DirecTV subscriber for about half the time as I have been with Sprint, and I upgraded to HDTV, they gave me a great deal just by calling them and asking for a deal for upgrading.. no hassle.. $250 off equipment, free install, free dish upgrade, 4 months free HDTV service..

[dewmik]

I think the bigest deal for me when I call any CS, wether it be a rep, retentions or what ever is just be polite. Wen they say can I put you on hold say yes mam/sir. While there searching the computer strike up a conversation with them, sometimes I even tell a joke. Don't lie, and don't be condesending to them. Just nice and polite. Threat him/her like a person.
Once I had a rep that realy helped me out, I got her operator number or what ever it is that they id them by, I accdently hung up on her about 20 minutes into our chat. I called 3 times back trying to get the operators in New Mexico and when I did they were able to lead me back to her. She saw the notes that I was looking for her and she was flatterd that I was so happy with the way she was handeling my situation. That she did some extra stuff for me, nothing big, just some tinkering with my account, lowering my bill just a bit. That kind of thing.
So just try and be polite and fun, you will get the best bargen that way.

In no way am I saying that you wernt, but its kinda like putting on your sunday best.

[INTERNET2000]

Be sure when you call to tell Claire to cancle service. Make sure you are talking to Retentions or Account Sercives.



I don't think saying cancel at the automated system takes you where you need to be anymore. Be sure that you are speaking with account services, otherwise ask to be transfered.

[jumonjii]

I like getting the reps in the south. Love their accents. They are pretty cool.

I talked to a rep once who had a really really sultry voice. When she picked up, I blurted out: "Wow...you sound really hot...now I forgot why I called." Which was true, I was not expecting it.

She laughed pretty good at my response. Told me she gets that all the time. One customer asked her if she worked a 900 line before working for Sprint.

Then there was the rep I got who had her radio blasting in the background and was beebopping along to the song while she looked up my account.

My experience is that the Idaho reps are gold.

[hotnspicychic03]

if u can get what you're calling for in four calls/emails or less... that's a touchdown. it took me a yr and a half to get the retention plan that I currently have, but as jumonjii said, the idaho reps are good, along with the canadians

[deanwoof]

all i have to say to you OP:

treo with verizon:
using a treo on verizon is $25 more a month than on sprint.

$25x24 months = $600 more over two years.

[Dan]

Just try a few times........... instead of asking for the phone at $199, ask for the phone at $299 and a service credit of $100 for the renewal. net cost to you is the same, but its money off your service as opposed to a handset with sprint and therefore a different department.

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