3 way with Executive Customer Service [Archive]

jumonjii

01-04-2008, 10:34 AM

So I wanted to show how bad Sprint's customer service is.

I called Executive Customer Service, then 3wayed into regular customer service.

After 5 transfers and 2 disconnects the ECS rep finally said,

"Are you kidding?! We know our customers have been complaining that the service was bad but I had no idea it was THIS bad."

Maybe they need to call their own centers once in a while.

:cool:

MsMasterOLove

01-04-2008, 10:42 AM

Not to make fun but that is funny. I wonder how many of them use or have used customer service for someone to get them through. I think that they knew it was bad but not as bad as customers have stated and how hard it is to get some simple questions at times answered correctly.

jumonjii

01-04-2008, 11:08 AM

Heh....I just reread the title of my post.....

james2K

01-04-2008, 11:17 AM

Heh....I just reread the title of my post.....

and i was going to joke about it too :hee:

nycgay23

01-04-2008, 11:27 AM

Glad it's not just us thinking the service is bad!

psmith16

01-04-2008, 11:53 AM

lol nice title!!!!! Sprint needs to really figure things out.

jumonjii

01-04-2008, 12:04 PM

What's funny is that ECS had my account up so when I asked a question, he could see what they saw.

1st rep says I'm in the new system, let me transfer you.
2nd rep says I'm in the old system, she doesn't have access to the old system, let me transfer you.
...Disconnect...
3rd rep, system down, I can answer general questions.
...disconnect...
4th rep. Can't understand, transfers....
5th rep. Answers questions with "not sure", "pretty sure", "lemme check", "hold on, I'll have to ask someone"....

JeffDTD

01-04-2008, 12:36 PM

Ought to just email Dan Hesse and ask in a very educated and polite manner, suggest that he start some sort of program where they call *2 and do evaluations....

I'm surprised they don't already do this..... Or that the high ups aren't involved in this being done.

I work for a mortgage company for a very large national bank.. the president of mortgage in our region listens to calls daily and will occasionally call in posing as a lien holder and ask general questions and evaluate representatives....

TonyC

01-04-2008, 05:27 PM

Executive Service owns all. I can't believe she took care of my problem in 20 minutes flat.. Kate Gilette , i :heart: u. and yes, you should try a fried egg on top of your burger. really.

everyone else... ugh.. geezus. when sprint goes bankrupt (and at this rate they will), i hope u fewls get fired first.

sleepyhollowtoo

01-04-2008, 10:18 PM

So Jumonjii, did you get your question answered/problem solved by ECS or did you just call to fun with 'em? :D :lol:

INTERNET2000

01-04-2008, 11:21 PM

Wow...That is pretty bad.

PokerFace23

01-04-2008, 11:48 PM

damn that is terrible. retail stores know how bad it is too when we try to help customers. the worst thing is calling into ensemble customer care because they seem to be stricter and not as in the know as P2K customer care, sadly.

i know customer care has improved over the last couple months and the shorter wait time helps a lot. now if only sprint corporate will give customer care more power to actually help customers in one call without having to escalate it account services.

jumonjii

01-05-2008, 09:32 AM

So Jumonjii, did you get your question answered/problem solved by ECS or did you just call to fun with 'em? :D :lol:

I called so we could share the Sprint Customer Service Experience together.

jillianbee

01-05-2008, 11:07 AM

hahaha...3 way :P

Anyway, that is crazy. Great idea you had!

iggyclyde

01-13-2008, 04:35 PM

Heh....I just reread the title of my post.....
I wasn't gonna touch that one, but since you did...LOL

jumonjii

01-13-2008, 04:44 PM

If you want to have fun... call customer service and ask about PCS Integrated Office.

Then call executive customer service after your adventure.

knytphal

01-13-2008, 07:37 PM

That's awesome.

I actually find it very humorous that ECS was cool with you pulling them in on the conversation with the CSR's. It really is strange that they don't do better QA in some of these call centers. I know that it can be a lot of work to do proper QA, but it really does pay off in the long run. I used to know somebody whose job it was to sit and listen to the recordings of call center help lines - I really felt sorry for the guy....he could listen pretty quickly though.

YPG

01-13-2008, 07:49 PM

So what is PCS Integrated Office? :)

jumonjii

01-14-2008, 12:18 PM

PCS Integrated office basically connects your office and cell phone to one number and one voicemail. It includes call forwarding and allows rapid dial and some other features.

Most CSRs have no idea what it is, and can't find it.
Ecare tells me it's for Sprint Employees only.
ECS can pull it up instantly and says it's for anyone.

I've been going through the sprint.com website and calling in about various business services...

Most of the numbers listed to call for "more information" all go to customer care where
the reps have no idea.

It's sad. If I was a business owner and wanted a lot of the services that Sprint offers, I couldn't order them.

PokerFace23

01-14-2008, 01:24 PM

i'm sure that sprint BUSINESS customers get routed to BUSINESS customer care, who would have more information about BUSINESS features. it's sad to jump to conclusions.... :P

jumonjii

01-14-2008, 01:41 PM

i'm sure that sprint BUSINESS customers get routed to BUSINESS customer care, who would have more information about BUSINESS features.

You would think so.

We were transfered through CUSTOMER care, BUSINESS customer care, TECH SUPPORT, BUSINESS TECHNICAL SUPPORT, PREMIERE support, and TELESALES.

Call in and try it yourself.

it's sad to jump to conclusions....

Who's jumping?

SprintTechGuy

01-21-2008, 11:26 AM

Sprint already does this, trust me.

Unfortunately, due to the extremely large number of Customer Support Reps needed to answer questions and handle billing issues, maintaining good QA at the very first level of CS is the most difficult. While this may understandably cause frustration in some cases for Sprint's customers, Sprint does appreciate your business, and if the retention and ecare success stories in these forums are any indication, they're willing to prove it.

Ought to just email Dan Hesse and ask in a very educated and polite manner, suggest that he start some sort of program where they call *2 and do evaluations....

I'm surprised they don't already do this..... Or that the high ups aren't involved in this being done.

I work for a mortgage company for a very large national bank.. the president of mortgage in our region listens to calls daily and will occasionally call in posing as a lien holder and ask general questions and evaluate representatives....

ameli-yo

01-22-2008, 12:44 AM

My IAE and I used to spend about an hour every time she would come in just calling into customer care to work on problems and record the conversations so that we could give them to her supervisors.

rebelx

01-23-2008, 10:54 AM

The store at which I work at does the same. If the mystery shopper gives the cashier/salesperson bad reviews, the supervisors and managers take the heat for it.

iggyclyde

01-24-2008, 07:59 AM

Unfortunately it's that way in most of retail, that's where OJT comes into play. If one of my employees gets someone pissed off enough that they complain to corporate, me and my management team catch all the grief for not properly handling the situation at our level. The sad part is, 99% of the time in retail, the customer will call to complain, very rarely will they call with a compliment.

rebelx

01-24-2008, 12:06 PM

I spent three hours on the phone with a "priority team member," who stayed mute on the phone while I conversed with CS and Tele-sales. Needless to say, he had enough, told the other people to hang up, and told me that he'd overrule anything the other guys told me.

jumonjii

01-24-2008, 12:21 PM

Did this post switch topics?

I'm not sure what you are talking about lol.

Cert_BSP

02-23-2008, 01:23 AM

:ohcrap:I was calling for a customer and was on the line with a retention specialist on the line for over two hours and she kept taking us from dept to dept untill she got a retention supervisor online and after a powwow they finally decided that i should be transferred one last place. Then i guess sprint speed stepped in and the call was transferred to the next door neighbor of the rep that stayed with me through the whole experiance! All in all it was one of the funniest and most frustrating experiances that i have had doing anything for one of my clients.:ohcrap:

neoelectrex

02-23-2008, 02:06 AM

Op your a genius! i'm gonna do this whenever i get bad cs from any company

bikerich69

02-23-2008, 03:27 PM

did anyone have a cigarette afterwards:)

Like is always said, the problems start at the top.
The left hand doesnt know what the right hand is doing.

all this being said, i also gotta say that e care and business e are are very thorough and seem to take pride in their jobs and are very courteous. at least this has been my experience.

my experiences with customer service has been less than stella as this has been the case for my brother's experiences with customer service also, and he has just ported over from AT&T.

atblythe2000

02-23-2008, 09:24 PM

Should we all do this? make sure enough reps in exec serv know about it and see if it'll make more of a difference.

rebelx

02-23-2008, 09:30 PM

all this being said, i also gotta say that e care and business e are are very thorough and seem to take pride in their jobs and are very courteous. at least this has been my experience.

my experiences with customer service has been less than stella as this has been the case for my brother's experiences with customer service also, and he has just ported over from AT&T.

Really? E-Care? I've had the least amount of success with them. I really have no clue what's going on with those guys.

jumonjii

02-23-2008, 09:34 PM

Should we all do this? make sure enough reps in exec serv know about it and see if it'll make more of a difference.

I just call executive care now. When they ask why I didn't call regular care, I tell them I did, I just couldn't understand them.

rebelx

02-23-2008, 09:37 PM

I just call executive care now. When they ask why I didn't call regular care, I tell them I did, I just couldn't understand them.

Frankly, I wouldn't call you out on that either.

Good answer.

poorgrad

02-23-2008, 09:57 PM

all this being said, i also gotta say that e care and business e are are very thorough and seem to take pride in their jobs and are very courteous. at least this has been my experience.

Are you referring to ecare as in the people you get when you select contact us on the Sprint webpage? My experience is that the response I often get seems to be to part of my email. It's as if they didn't bother reading the entire email before responding.

YankeeFan01

02-23-2008, 10:11 PM

Man, I wish ES was open today so I could have had them on the phone with me, transferred 7 times before someone could help me. You know what they say, eighth times the charm! lol

bikerich69

02-23-2008, 10:46 PM

To rebelx:
I have had nothing but good fortune with my communications with e care. i dont contact them often, maybe only 5x in the past year regarding 2 situations.

To poorgrad:
when i was able to contact e care by email via my cellphone they have always responded in a short period of time and included part of the substance of my email.
of recent since it appears that emails dont get thru when sent via cellphone i had to send an email using the sprint.com website via my cellphone. i used the section that says questions or comments as if i press contact my emails dont get thru via my cellphone.
i have received responses from business e care and sprint and both were positive and both reps wanted to anything they could to help me out. they were very helpful and resolved my issues with the quickness:)

my hat is off to e care:)

bikerich69

02-23-2008, 10:46 PM

grlnxtdr681

02-24-2008, 01:47 AM

If I ever have to call *2 I always hit 4, 4, and then 2 so I go straight to ECS. When they ask if I was transferred because I was thinking of cancelling, I supply them the truth, that I don't have 2 hours of time to kill and need the problem to be fixed properly the first time I call in. Plus, I tell them I don't feel like going all around the Sprint's departments before it is either 1) screwed up, which is always more than likely or 2) they transfer me all over. They always laugh and say they understand.