Help: Poor offer from Retention

[universityprof]

I have been Sprint user for 4+ years, no late payments or requests for anything. Current plan expires 3/30/08. Have two lines and both phones qualify for $150 replacement. Called Sprint and said cancel account. Directed to retention.

Explained needed PAM, 1000 minutes shared, unlimited data.
Asked about SERO, rep said plan no longer offered. Their best offer:

Touch phone: $149
Centro: $69

1000 minutes shared
unlimited data for both phones

$150 per month.

Told them could get better deal from AT&T in bundle. They basically said, "that's nice."

What did I do incorrectly? This deal is not even close to the plans and phone deals I have seen and heard of on this board. Please help with advice and/or action plan.

Thanks

[some18mybrain]

You told them exactly what you wanted them to give you.....

The best way around it is to call up, and ask them if there is a way to save any amount on your monthly charges.....tell them that you saw a great offer from AT&T, and you were wondering if they had anything comparable......That is usually the best way to go about it. If you call up telling them I want this, and I want this, they're usually not to quick to help you out.

You can always try again, but if they noted your account with the conversation you already had, I'm not sure what else they're going to offer you. Good luck :)

[rennyn]

You might have better luck waiting until your contract is actually up.

Don't tell them what you want. Explain that you're thinking of leaving because you can get whatever from AT&T for xx amount and ask if there is anything they can do.

[SprintSALES]

I have been Sprint user for 4+ years, no late payments or requests for anything. Current plan expires 3/30/08. Have two lines and both phones qualify for $150 replacement. Called Sprint and said cancel account. Directed to retention.

Explained needed PAM, 1000 minutes shared, unlimited data.
Asked about SERO, rep said plan no longer offered. Their best offer:

Touch phone: $149
Centro: $69

1000 minutes shared
unlimited data for both phones

$150 per month.

Told them could get better deal from AT&T in bundle. They basically said, "that's nice."

What did I do incorrectly? This deal is not even close to the plans and phone deals I have seen and heard of on this board. Please help with advice and/or action plan.

Thanks


Its because of people like you who abuse retentions. Most people arent really willing to go to another carrier and most likly pay more then what they get now with sprint.

And soooo many people try to abuse retentions to get everything for free cause they think they "deserve it".

Im sorry if im being rude or up front, but it really bothers me when people abuse a service tht is there to help a customer who is having real problems.

Go to tmobile get 1,000,000 min that you will never be able to use becuase you have no service.

The best way to get the best value is to look at the plans, figure out exactly what you need, you can add calling at 6pm for an extra fee which most of the time lets you lower the amount of min. you need. Look over the plans, you can most likely change it and save money by not paying for things you dont need.


Sorry im in a bad mood its my birthday tomarrow and im sick and getting olllld. haha

[boowooh]

Its because of people like you who abuse retentions. Most people arent really willing to go to another carrier and most likly pay more then what they get now with sprint.

And soooo many people try to abuse retentions to get everything for free cause they think they "deserve it".

Im sorry if im being rude or up front, but it really bothers me when people abuse a service tht is there to help a customer who is having real problems.

Go to tmobile get 1,000,000 min that you will never be able to use becuase you have no service.

The best way to get the best value is to look at the plans, figure out exactly what you need, you can add calling at 6pm for an extra fee which most of the time lets you lower the amount of min. you need. Look over the plans, you can most likely change it and save money by not paying for things you dont need.


Sorry im in a bad mood its my birthday tomarrow and im sick and getting olllld. haha

How is he/she abusing retention?

OP, try ecare. I had better luck with them as far as getting good price on a phone but seems like you are getting a great deal on the Touch already.

[jillianbee]

It doesn't hurt to try again with a different rep. Try calling at a different time, too.. You might have better luck. :)

[SprintSALES]

How is he/she abusing retention?

OP, try ecare. I had better luck with them as far as getting good price on a phone but seems like you are getting a great deal on the Touch already.

Becuase they call specifily to get a better deal and to get a specific plan and not to really cancle account, they didnt go through with terminating their account.... all equals abuse

[aau007]

1. You did not state what plan and price you had so it is difficult to say if you gotten a bad offer.

2. Rentention offered you extra $100 savings on the Touch and extra $30 savings on the Centro with no MIR. That's a deal by itself.

3. There is no more 1000 min. plan. If you were offered the 1400 min PP Family Plan with PAM on both phones, you can check for yourself online that it is a $170 /month package for 2 phones.

Bottom line is you were offered an extra $130 savings on new phones and a $20 /month discount with 40% more AT min.

I don't see how you can make out any better with ATT on the plan alone.
ATT 1400min Family plan = $89.99 /mth for 2 phones
ATT PDA Personal with Tethering = $60 /mth per phone
total package at ATT would be $210 /mth on the 2 phones for the features you want.

Sprint Retention reps are now well verse in all the plan details available from other carriers and telling them you can get better deals from the other 3s are not going to get you too far.

[The SPCS Guy]

iT'S because people make people think it's cool to call and do it. That's how these so-called long term customers sit around here and think they deserve something.
For all we know, they could have just signed up last month.
I see a lot of these "long term" 4,5,6,7 and so on year customers just lurk around, and then when they get rejected, they swoop down and start bashing Sprint!
These people never seem to add anything meaningful to a conversation or try to help anyone in need on the boards. Just here to get the goods and we'll never hear from them again!
Back when I used to call, we were lucky if we got offered anything, and gladly posted about it. Now poeple think they are born to get something.
I say, if that's what you were offered, take it and be happy.
Beggars can't be choosers. Take it or do what you 'gon do and XO!

JE

[universityprof]

I am willing to cancel the account at the end of the contract period. I am not married to Sprint, but as a responsible consumer I am shopping for the best package price.

If I can find a better package elsewhere I will transfer to them. This is the reason searches must be through and the consumer must be informed of all options in order to make the best choice.

Scientia est vox

[knytphal]

That doesn't really seem like too bad a deal, compared to what other carriers are offered.

I do agree, I think that way too many people are abusing retentions. I'm almost surprised that Sprint doesn't institute some policy where if you call up retentions and tell them that you want to cancel, that if you don't take them up on their offer they did actually cancel your service. But then, they are there to try and save customers and not assist the hemorrhaging of customers that is currently occurring.

[SprintSALES]

That doesn't really seem like too bad a deal, compared to what other carriers are offered.

I do agree, I think that way too many people are abusing retentions. I'm almost surprised that Sprint doesn't institute some policy where if you call up retentions and tell them that you want to cancel, that if you don't take them up on their offer they did actually cancel your service. But then, they are there to try and save customers and not assist the hemorrhaging of customers that is currently occurring.

I agree, i loved when people came in, *****ing, id look up there account and see all the "iriate customer" "retentions call" in the notes, most of the time i wouldnt even help them unless is was for a REAL reason.

[universityprof]

A better package is available from AT&T due to University discounts provided to teachers. This is standard practice in the field of education. It would be easier to stay with Sprint, but for my needs either carrier will provide acceptable service. I am not irate, simply shopping for the best offer. I do not think Sprint is evil or unfair if they cannot offer a better package price, but I must do my utmost to obtain the best package for my needs. This is the reason for my question and request for advice.

[aau007]

I am willing to cancel the account at the end of the contract period. I am not married to Sprint, but as a responsible consumer I am shopping for the best package price.

If I can find a better package elsewhere I will transfer to them. This is the reason searches must be through and the consumer must be informed of all options in order to make the best choice.

Scientia est vox
Please let us know if you find a plan that is better than (or not) what Retention offered you. Don't forget to compare apples to apples. Consider things like these: Sprint standard plan offers 7pm nights and AT&T charges extra for early nights, Sprint allows you to roam free on other carriers, Sprint's EVDO coverage is still larger than AT&T's so called 3G converage.

[SprintSALES]

Please let us know if you find a plan that is better than (or not) what Retention offered you. Don't forget to compare apples to apples. Consider things like these: Sprint standard plan offers 7pm nights and AT&T charges extra for early nights, Sprint allows you to roam free on other carriers, Sprint's EVDO coverage is still larger than AT&T's so called 3G converage.

yea, AND you do know you get a discount with sprint to for being a teacher right? its AT Least 15%

[universityprof]

Agreed. The basic difference is economics. I never use text messages, do not roam, have never used over 850 minutes on my plan. Data would be used very close to home, so coverage is not an issue. I am retiring from teaching at the end of the year after 30+ years in the field, my needs are very basic. I have many papers to publish and relish the idea of sitting in the park and writing, much better than in my office.

I hope Sprint can offer me what I need as I have been pleased with the service. Since retirement dawns I must be careful with expenditures. One of my students informed me of this forum and suggested I join as I could learn a great deal in a short time, which has proved correct.

[Xanius]

If you get a better deal on the plan and phones with ATT then go with them.

Normally that plan and phone setup with sprint is $169.99/mo for the 1400 minute plan, plus 449 up front for the two phones which you'll get $100 back from MIR.
So saving $20/mo and $250 more than normal is a good deal.

See how many mobile to mobile minutes you use each month, figure out how many are between your two phones and then see if you would go over your thousand minutes if you turned what's left in to anytime minutes. I'd shatter my anytime minutes by nearly 2000 each month if I left sprint, saving several hundred dollars per month is worth any amount of CS hell.

I'd call back or email ecare and explain what you said about retirement and see if they are in a good mood and have a soft spot. Mention that you are happy with sprints service but you're planning ahead for a fixed income, You might get a better deal in that light.

[VDubb]

I have been Sprint user for 4+ years, no late payments or requests for anything. Current plan expires 3/30/08. Have two lines and both phones qualify for $150 replacement. Called Sprint and said cancel account. Directed to retention.

Explained needed PAM, 1000 minutes shared, unlimited data.
Asked about SERO, rep said plan no longer offered. Their best offer:

Touch phone: $149
Centro: $69

1000 minutes shared
unlimited data for both phones

$150 per month.

Told them could get better deal from AT&T in bundle. They basically said, "that's nice."

What did I do incorrectly? This deal is not even close to the plans and phone deals I have seen and heard of on this board. Please help with advice and/or action plan.

Thanks

I say take advantage of the deal. Then switch over to the 1400 min family plan and get data for both for $110/m, and you can get unlim txt for both for just $20 extra. Also, you can get a 15% discount w/ Sprint for being a teacher (Nation Education Association discount).

-VDubb

[spdracer53]

I have been Sprint user for 4+ years, no late payments or requests for anything. Current plan expires 3/30/08. Have two lines and both phones qualify for $150 replacement. Called Sprint and said cancel account. Directed to retention.

Explained needed PAM, 1000 minutes shared, unlimited data.
Asked about SERO, rep said plan no longer offered. Their best offer:

Touch phone: $149
Centro: $69

1000 minutes shared
unlimited data for both phones

$150 per month.

Told them could get better deal from AT&T in bundle. They basically said, "that's nice."

What did I do incorrectly? This deal is not even close to the plans and phone deals I have seen and heard of on this board. Please help with advice and/or action plan.

Thanks

in my opinion, i think you contacted them too early. i'd say you'd have much different and better results if you called in say march 15th or calling in april.

[Spivdog]

Couple of things:

1) Try retentions more than once. Do not get over excited or pushy, politeness is absolutely crucial. Just be patient and state what you want in return for two more years of payments.

2) Whoever told you SERO is no longer available is not telling the truth. I got it on Ensemble a week or so ago and a business partner got it yesterday from the old system.

3) You are the only person who can evaluate what you think you deserve. Either you will get it and stay, or not get it and leave.

I am sorry you are getting so many "take what they give you" answers, they all probably need a hug. It is a highly competitive market out there, that is a great thing for consumers.

We do not get such advantages often like at the gas pump or with Microsoft. Get what you can in a friendly and constructive way. It is just good business.

[MsRandall]

I agree, i loved when people came in, *****ing, id look up there account and see all the "iriate customer" "retentions call" in the notes, most of the time i wouldnt even help them unless is was for a REAL reason.


You do realize that your company has major problems in CS and many people call retention because they are fed up with being transferred 100 times and just need someone who has the ability to fix their account????? :mad:

I was migrated to ensemble on Dec 31, 2008...I have called and talked to Sprint at least 10 times since that date including 4 times with retention asking why my husband line is being charged 109.99 for my new plan and my line the original primary is being charged my old plan $100 which I was told no longer existed, or asking why my sons centro is running slow to find he has phone as a modem instead of vision.

I then asked the rep can you please check my other lines of course the rep doesnt do it because my husband comes homes and the same thing is happening to him, wrong code...icing on the cake my touch is switched out on Friday....when I go into the store the rep doing my exchange states ma'am I need to get another department on the phone because the code for vision is JACKED UP ON YOUR LINE. 4 calls/ 1 visit to the the store for 3 lines of vision....

In the last 23 days with sprint I have spent more than enough time on the phone trying to get my account fixed where my contracts have been renewed, vision codes wrong, having two primary plans on what should be one family plan, being charged twice for one line, etc etc etc....so I think retention reps need to know you have some customers who dont call for more freebies but need a seasoned rep to help them on their account...Now get the cs reps out who dont know their job then abuse as you call it wouldnt happen so often...

Finally on Sunday an Executive Services rep called me even though their office was closed because my account was escalated to their office....they offer me two months of free service and a phone of my choice for free because of all the trouble that had documented on my account.:ohcrap:

Instead of taking her up on the offer I said I am happy with my touch and she laughed at me asking if I was sure and that the pink centro is nice and would be free to me...I told her just as long as my account is fixed I am happy. I thanked her for her offer and she said well I am still going to give you 2 months of service free and said she will call me at the end of my billing cycle to check up everything was applied correctly ...so not every customer want free phones and stuff just some empathy and their account fixed...END OF RANT


As the OP issue, wait until your contract ends as previously said and then say you are looking to reduce your monthly services fees and you wanted to see what was available. I would look at other carriers and what they are offering for new acts and go to the store to see what phone I wanted before thr call....do your homework...be nice and polite and you will get something better than the other offer.

[yappering]

MsRandall,

I've always found it funny how Sprint thinks giving more minutes or free phone or some other garbage is going to appease the customer for their screw ups when all the customer wants is for them to fix it and put it back to where it was.

Another thing that I always find hilarious is when the CS representative keep apologizing...for the screw up, for making me wait, for breathing the air on the other side of my conversation! And then I tell them don't apologize, just fix it...and then the response is always "sorry." It's hilarious.

[Blacklaw]

I have to agree with someof the previous posts. I would wait until you are out of contract, research the othe plans that are available at thtat time, and then give them a call. I have found that it is better to have the representative come up with suggestions on your account, than to suggest them. As for SERO, it is available, it depends upon the rep you speak to. So far, you are on the right track, you just need to wait until your contract expires.

[falcar]

I was in a fairly similar situation and received a better deal then that with similiar minutes etc.

It all depends on what kind of rep you get imo.

[kentonese]

I have been Sprint user for 4+ years, no late payments or requests for anything. Current plan expires 3/30/08. Have two lines and both phones qualify for $150 replacement. Called Sprint and said cancel account. Directed to retention.

Explained needed PAM, 1000 minutes shared, unlimited data.
Asked about SERO, rep said plan no longer offered. Their best offer:

Touch phone: $149
Centro: $69

1000 minutes shared
unlimited data for both phones

$150 per month.

Told them could get better deal from AT&T in bundle. They basically said, "that's nice."

What did I do incorrectly? This deal is not even close to the plans and phone deals I have seen and heard of on this board. Please help with advice and/or action plan.

Thanks
What you see and hear of on this site is, more often than not, the product of months/years of accumulating perks. This also means several rejections and several calls to CS until a rep was found who would give the customer what they wanted. How much time you want to put in for that is entirely up to you.

My advice for people in your situation is to not pay attention to what everyone else on this site has. You are only setting yourself up for disappointment if you go in expecting to get a tremendous offer that is comparable to some people around here. If Sprint's offer helps save you money, then they have done their job. If you compare your offer to the plans that have tons of discounts, perks, etc. then you will NEVER get a "deal."

[stevestm1]

Becuase they call specifily to get a better deal and to get a specific plan and not to really cancle account, they didnt go through with terminating their account.... all equals abuse

No no it doesnt, and its because of reps with attitudes like this that 600,000 ppl left sprint. retentions is called that for a reason. youre only job is to retain customers, even if it means going above and beyond.

iT'S because people make people think it's cool to call and do it. That's how these so-called long term customers sit around here and think they deserve something.
For all we know, they could have just signed up last month.
I see a lot of these "long term" 4,5,6,7 and so on year customers just lurk around, and then when they get rejected, they swoop down and start bashing Sprint!
These people never seem to add anything meaningful to a conversation or try to help anyone in need on the boards. Just here to get the goods and we'll never hear from them again!
Back when I used to call, we were lucky if we got offered anything, and gladly posted about it. Now poeple think they are born to get something.
I say, if that's what you were offered, take it and be happy.
Beggars can't be choosers. Take it or do what you 'gon do and XO!

JE

I dont think its people thinking sprint owes them something as much as its they wnt to feel apprctd by a cmpny theyve given thsnds of dollars 2.

I agree, i loved when people came in, *****ing, id look up there account and see all the "iriate customer" "retentions call" in the notes, most of the time i wouldnt even help them unless is was for a REAL reason.

And they were probably irate because they got a rep like you who wouldnt help them. Who are you to determine what a "real" reason to call retentios is. My advice to the op is to leave sprint if you can get a better deal

[BrettW]

stevestm1, please use the mQUOTE feature in the future instead of spamming the board

[universityprof]

One fundamental element of a market economy is the free flow of information about goods and services offered for sale. This is the reason feedback from customers is valuable for people seeking to improve their relationship with a business entity.

The more accurately consumers are informed, the better equipped they will be to make purchasing decisions to satisfy their needs. A competitive market thrives in direct proportion to the ability of consumers to inform themselves about the merits of alternative products and their ability to choose freely among those alternatives.

Consumer research and negotiation causes suppliers to become sensitive to market demand and adjust offerings accordingly. Both parties are free to choose to engage in business transactions with each other in a symbiotic relationship.

This board is an excellent means of providing education for interested consumers, helping them in negotiating improved terms in their contracts. This should be accomplished without hostility on the part of either party but is the reality of a market based economy.

[boowooh]

I think it's ok to ask for discounts. We all want to find the best deals out there.

[universityprof]

Correct. The principle of supply and demand yields the ebb and flow of offerings. The problems Sprint is facing in revenue loss necessitates the improvement of hard goods and soft offerings.

The have elected to use customer retention as a means of retaining market share and recouping losses. This equates to far more flexible offers in order to increase retention rate.

When they decide to implement different strategies, the offerings will change.

[treefrog]

Correct. The principle of supply and demand yields the ebb and flow of offerings. The problems Sprint is facing in revenue loss necessitates the improvement of hard goods and soft offerings.

The have elected to use customer retention as a means of retaining market share and recouping losses. This equates to far more flexible offers in order to increase retention rate.

Examination of Sprint's Q4 retention figures is testament to that very fact.

[PokerFace23]

ms. randall, sprintsalesguy is a 3rd party retailer first off.

and to universityprof - please stop talking to us like we are your students. we dont care if you know the definitions of supply and demand. i dont know what your intentions are with your selective language/grammar usage.

however, you were offered a great deal, as pointed out by another post that the same plan would border near $200 sans work discount.

are you abusing retentions? yeah. do i care? not really.

but for you to say that this deal they offered you sucks, you are mistaken.

if you dont like the offer, fine. dont take it. if atnt will make you happier with a 'greater deal' go for it. posting your failures on here don't help.

[twosilk]

i think that it is abuse of a system or maybe the system is wrong, let me call up and say i am looking to cancel if you dont credit me for going over my minutes just because I have been a long time customer. now if this is a billing error then I understand the frustration, do those happen of course they do, but If you chose to go over your minutes and get a HUGE bill and decide that I am cancelling if sprint does not credit my account then that is abuse plain and simple. for the OP I think that you are getting a sweet deal on the phones, and you probably should have taken it I mean that is below web pricing which really is not to happen, but you didn't why?? because someone else got a better deal, so you feel entitled to the same deal?? well you dont know why bs that person has had, and how many issues they had to over come to get those sweet deals. I work in retention and can tell you that the system is abused every day. and as far as coming across a rep that wont help you, I can come on here and tell you what I really feel, but that attitude will never come across in my tone at work. I mean we as retention specialist really know from the first 30 seconds if you are going to cancel, or if you are fishing for credits, and if that is what you are doing then no you probably wont get world class customer service, because you are taking my time away from a customer that really needs me to keep them with sprint because you are not going anywhere and we both know it.

[IncredibleLee]

I have been Sprint user for 4+ years, no late payments or requests for anything. Current plan expires 3/30/08. Have two lines and both phones qualify for $150 replacement. Called Sprint and said cancel account. Directed to retention.

Explained needed PAM, 1000 minutes shared, unlimited data.
Asked about SERO, rep said plan no longer offered. Their best offer:

Touch phone: $149
Centro: $69

1000 minutes shared
unlimited data for both phones

$150 per month.

Told them could get better deal from AT&T in bundle. They basically said, "that's nice."

What did I do incorrectly? This deal is not even close to the plans and phone deals I have seen and heard of on this board. Please help with advice and/or action plan.

Thanks

I did not read the entire thread but this is actually quite a good deal. You are an excellent customer and they will not want to lose you. As you near your contract's end, they will actually start calling YOU and offering you things so do not worry if the original offer was not quite up to par. Even though you plan on retiring, you should sign up for your employer discount now and it will remain on your account pretty much indefinitely.

[sleepyhollowtoo]

ms. randall, sprintsalesguy is a 3rd party retailer first off.

and to universityprof - please stop talking to us like we are your students. we dont care if you know the definitions of supply and demand. i dont know what your intentions are with your selective language/grammar usage.

however, you were offered a great deal, as pointed out by another post that the same plan would border near $200 sans work discount.

are you abusing retentions? yeah. do i care? not really.

but for you to say that this deal they offered you sucks, you are mistaken.

if you dont like the offer, fine. dont take it. if atnt will make you happier with a 'greater deal' go for it. posting your failures on here don't help.

Ya know, it was a PLEASURE to read/hear the intelligent words of the PROF.
Maybe I need to go back to school for the joy of it, as I consider a good day, ANY day I learn something!
No one ABUSES retentions. Retentions ( dept=noun ) is there to retain customers, or am I wrong? He's seeking options and considering CANCELING and going to another carrier if he can get a better deal. That's supply and demand as he stated, and also RETENSIONS job. Better deals can be had with time, patience and politeness, that's not abuse. Sero at one time was referral only. Then it was opened up via BAW, and elseware. That's not abuse. The fact that Sprint has developed, offered and/or forced different plans and terms and conditions on its customers only means that the custmers must question every statement from Sprint, and verify if possible. ( as in no more SERO )
I suggest that Sprint cannot afford to offend any good customers at this point in its corporate life.
By the way, I'm sure if someone is truly ABUSING, they'll get the old " hold please?" /" I'll transfer you" / or "click" treatment, eh?

[sleepyhollowtoo]

i think that it is abuse of a system or maybe the system is wrong, let me call up and say i am looking to cancel if you dont credit me for going over my minutes just because I have been a long time customer. now if this is a billing error then I understand the frustration, do those happen of course they do, but If you chose to go over your minutes and get a HUGE bill and decide that I am cancelling if sprint does not credit my account then that is abuse plain and simple. for the OP I think that you are getting a sweet deal on the phones, and you probably should have taken it I mean that is below web pricing which really is not to happen, but you didn't why?? because someone else got a better deal, so you feel entitled to the same deal?? well you dont know why bs that person has had, and how many issues they had to over come to get those sweet deals. I work in retention and can tell you that the system is abused every day. and as far as coming across a rep that wont help you, I can come on here and tell you what I really feel, but that attitude will never come across in my tone at work. I mean we as retention specialist really know from the first 30 seconds if you are going to cancel, or if you are fishing for credits, and if that is what you are doing then no you probably wont get world class customer service, because you are taking my time away from a customer that really needs me to keep them with sprint because you are not going anywhere and we both know it.

So why do you feel it necessary to come HERE to rant and dump on customers? 'cause you can here anonymously? and HOPEFULLY it won't affect your job? You musta had a bad day, go have a beer, and maybe you can add something intelligent to the discussion. I'm sure the Prof is not YOUR typical customer with issues of overages, huge bills.

JUST A NOTE TO YOU RETENSIONS SPECIALISTS Even loyal, longterm
customers can/do get FED UP with the constant issues, changes, errors, and BS from the Sprint side of the service contract. There is a good portion of Sprint's customers who JUST want a fair deal on phones and service with some consistancy for months or years on end, and are not looking to jump ship. If Sprint were doing such a good job on its side of the contract, they wouldn't be losing so many lawsuits would they?

[olddog]

The Professor sounds refreshing to me. I hope we can help a fellow SUer out. Good luck to you Professor!

[treefrog]

I 2nd that

[Spivdog]

Correct. The principle of supply and demand yields the ebb and flow of offerings. The problems Sprint is facing in revenue loss necessitates the improvement of hard goods and soft offerings.

The have elected to use customer retention as a means of retaining market share and recouping losses. This equates to far more flexible offers in order to increase retention rate.

When they decide to implement different strategies, the offerings will change.

Amen. This is a business arrangement. You should always seek the most amicable terms for you and your family. This does not mean being dishonest or rude, but that is not what the prof has been doing. Get the best you can, and whoever wishes to pay more out of "charity" or "corporate loyalty" helps make up the difference for those of us who are capitalists! If you believe them when they say "this is the best offer", then you should realize 99.9% of the time they are being disingenuous. What they mean is "this is the WORST offer I think you are willing to take".

Trust me, what the "best offer" they made me a couple weeks ago and the offer I ended up getting...well they prove that.

[twosilk]

So why do you feel it necessary to come HERE to rant and dump on customers? 'cause you can here anonymously? and HOPEFULLY it won't affect your job? You musta had a bad day, go have a beer, and maybe you can add something intelligent to the discussion. I'm sure the Prof is not YOUR typical customer with issues of overages, huge bills.

JUST A NOTE TO YOU RETENSIONS SPECIALISTS Even loyal, longterm
customers can/do get FED UP with the constant issues, changes, errors, and BS from the Sprint side of the service contract. There is a good portion of Sprint's customers who JUST want a fair deal on phones and service with some consistancy for months or years on end, and are not looking to jump ship. If Sprint were doing such a good job on its side of the contract, they wouldn't be losing so many lawsuits would they?

I did not dump on him or anyone here i simply stated that he was offered a great deal on the phones, and he stated that he did not take because it did not match up with some offers that he has seen on this site, and like i said he does not know what those customers had to go thru to get the free touch, mogul or other hot new phone. yes i understand that anyone can get fed up with repeat errors, lack of service and other common gripes among sprint customers, and yes I sincerely think that they are due compensation for those issues, but he really has not had any real issues, and was given a solid deal on both phones and pretty good offer on the plan. can he do better?? maybe, but what if he calls in to retention to cancel next time and does not get the same offers?? that is the danger in playing the retention game. depending on a better offer, I dont see him getting either phone for lower than that, and I think that he should have accepted the offer based on that and call back in at a later time and work on his plan. and I am a retentions rep just because you dont get customer service to do what you feel they shoud do why do customers feel the need to get to retentions??? you cant do that with any other carrier to my knowledge.

[kentonese]

If the phones aren't necessary, perhaps on the next attempt OP can try to negotiate a better monthly rate by removing the phones altogether or downgrading to lower profile phones. In other words, just compromise.

[rebelx]

3rd to prof!

Or perhaps negotiate a decrease in your monthly rate plan, if possible. I ended up getting many months free due to billing errors and their unwillingness to fix it.

[universityprof]

Good Morning Everyone:

Thank you for your kind words. I appreciate the feedback on my situation. My students recommended this forum as it would provide information and education.

I agree, hostility does not produce desired results other than the production of great amounts of heat and precious little light.

Sprint has created a recreation of the Oklahoma Land Run due to the corporate preeminence placed on customer retention. Remember, they have the power to change offerings when the cost outweighs the benefits. Negotiation is give and take. The consumer wields the power of choice and spending. The company wields the power of goods and service. This give and take yields innovation and improvements, while weeding out less than competitive players.

Thank you again for providing educational opportunities and interesting dialogue. I look forward to continued interaction

[bcaroo]

OP - (Thank you for grammar and punctuation - makes it easier to read.) Perhaps the title of your post is misleading - the offer is not up to your expectations (which admittedly may be very high after reading about other retention plans) and you would like SU member help in improving it. Labeling the plan poor, may have offended those who do not have as good as a plan as you were offered.

Perhaps you should start a conversation with eCare about a new plan. Ask them if Sprint can help you because you will be entering the phase of life where you are under a fixed income and you would like to get the best value for your money. Indicate in your email that you would like to replace your equipment at this time also. Give them an idea of what you "need" in a plan - like the PAM. Once you get the absolute necessities that you want pinned down, then perhaps you can add a few more options. I have found that Sprint has been very responsive if I ask for help. Sometimes it has been CS and sometimes it has been eCare but everytime I have received something its because I asked for some help for an issue I was having.

Also, sometimes people's plans are built piecemeal. They will start off with a certain plan and then they will ask if they can have something else added etc. Eventually they end up with a really enviable plan. Sometimes they receive some unbelievable recurring credits or options because of the problems they have suffered with Sprint.

Bottom line - Get the best offer on what you absolutely need and ask about the "non-essential but nice to have" options later. Remember, Sprint has a history of changing plans and available options. Only YOU can determine if what you are offered is reasonable for your situation. If you rate your plan against other plans you read here - someone is ALWAYS going to have a better plan. I have a very good plan - better than a lot of people but also not as good as others on this forum but it fits my situation.

Under Tips and Tricks there is a thread that discusses contacting eCare.

Good luck.

[universityprof]

In retrospect, the use of the word "poor" was not the best descriptor. I understand that obtaining exceptional offerings requires time, work and skilled negotiation. I am asking my questions to garner these skills by learning from the experience of others.

I read the section dealing with contacting Ecare and followed the recommendations. In an email I asked concerning the plan offered by the young lady in retentions. This is the reply I received;

"you are correct that you are on one of the old plan and we do no longer offer this plan to our customers now. Please follow the steps given below to find a suitable plan as per your needs:

1. Go to http://www.sprint.com/planadvisor
2. Enter your Zip code.
3. Select the options you wish to have on the next page and click on "Submit Plans"...."

In my email I detailed the plan offered to me on the phone. During that call I asked if the plan I have is currently being offered. I was assured it was still current. Apparently, that is not the case.

I will follow the advice given by many in this thread, most of whom a more experienced and intelligent in these matters. I will wait until my current plan concludes and check the offerings at that point.

During the time interval in question I will avail myself of all your insights and industry trends. I am confident the current economic disturbances will cause numerous changes in the industry.

Thanks again for your help.

[bcaroo]

Do you have a plan that you like? Sometimes, you can have the older basic plan you already have tweaked a little by the addition of options.

Sometimes the older plans that Sprint offered have features that you cannot get currently. One example is the Fair and Flexible plan that was offered a while ago. The best thing - for some people - (like me) was the overage costs which was $5/100 minutes. If you went over your plan minutes, you automatically received another 100 minutes for $5. This is no longer offered so a new customer cannot get this but if you have it, you can keep it. Research what would work best for you while you have time before your contract ends. You also do not have to go into contract immediately when it ends - you can go out of contract and continue under the same plan until you are ready for a new plan. You have more bargaining power when you are out of contract because Sprint would prefer you under contract so you cannot leave without EFT. :mad:

Meanwhile - someone mentioned that if you do not have a NVP discount, get it put on before you retire. It takes up to 2 billing cycles for it to hit. You need your work email to get it. Discounts vary based on your employer. If your employer does not have a NVP discount, you can get 10% off if you are a credit union member. There is a thread on the Forum about Credit union discount.

Forgot to mention that when you contact eCare, make sure you reference your years with Sprint - like "I have had Sprint service for 4 years." Compliment them if you like the service. It does not hurt.

Good luck.

[universityprof]

Thank you for the advice and information. If I understand, it could be valuable to keep the structure of my current plan, i.e.; 1000 minutes per month. Then add features as needed.

I have never exceeded this monthly allotment of minutes and would like to keep this intact. Thus, it could be easier to obtain my desired plan by using a "cafeteria" approach, since my other requirements are limited.

Would this be a wiser course of action than abandoning the existing plan and building from current offerings?

[Spivdog]

Often yes. The benefit to a plan like SERO is that you get unlimited texting, data and power vision.

If you do not need those things in an unlimited fashion, then you might be better off structuring perks on your existing plan.

With SERO, discounts are hard to come by. They really are not supposed to add anything (That does not mean it is impossible, just difficult) or discount even.

[stacerace]

I am a Sprint employee in the Technical Support department and I need to say that I am APPALLED and EMBARRASED at the post by SprintSALES1934. I assure you that not all of our Retentions reps are so unwilling to do their jobs to help the customer. I also assure all of you here that Sprint as a company is very concerned about our CS failures and is constanly monitoring us and training us to make it better. Unfortunately they can't monitor all calls that come in and out so some do slip through the cracks.

[aau007]

I am a Sprint employee in the Technical Support department and I need to say that I am APPALLED and EMBARRASED at the post by SprintSALES1934. I assure you that not all of our Retentions reps are so unwilling to do their jobs to help the customer. I also assure all of you here that Sprint as a company is very concerned about our CS failures and is constanly monitoring us and training us to make it better. Unfortunately they can't monitor all calls that come in and out so some do slip through the cracks.

You sound so politically nice that you may even qualify as a spokeperson. It is all nice and fine that Sprint is "very concerned" and I do understand that Sprint cannot monitor all calls. However, Sprint is also not creating any venue for reporting bad customer service experience. Anyone who gets bad service currently has no recourse toward the rep. CS reps probably know that and therefore they are not afraid to offend the customers.

[IncredibleLee]

I agree, i loved when people came in, *****ing, id look up there account and see all the "iriate customer" "retentions call" in the notes, most of the time i wouldnt even help them unless is was for a REAL reason.

I just wanted to ask you if you have any idea how some of these customers become "irate customers". Doubtful that they wake up and decide they are going to call Sprint and act like a jacka**. SOME do but they are hardly the majority. I have the "irate customer" note as well and I am one of the most polite and professional people you will ever speak to on the phone. Those folks dug deep though and brought out my hidden Jersey Girl. It was just that bad!! I have credit card accounts, banking accounts, etc... and you will not find any such notation about me with any of those vendors. I call in with a reasonable expectation that my issue will be handled and I do not have the time or patience to be passed around like a football for an hour or more only to be disconnected at the end because no one wants to be bothered to assist me. I also hate being tricked and lied to. From what I have read though, they are like this with very many of their customers and their nonchalant attitude toward servicing their customer base shows in their 4th quarter earnings.

I suggest to you the next time you see the notation on someone's account that you take a moment to ponder how they came to be that way. Sprint is losing subscribers in leaps and bounds. It is becoming apparent that it is not the CUSTOMER at fault in all of these instances.

[Three7's]

I just wanted to ask you if you have any idea how some of these customers become "irate customers". Doubtful that they wake up and decide they are going to call Sprint and act like a jacka**. SOME do but they are hardly the majority. I have the "irate customer" note as well and I am one of the most polite and professional people you will ever speak to on the phone. Those folks dug deep though and brought out my hidden Jersey Girl. It was just that bad!! I have credit card accounts, banking accounts, etc... and you will not find any such notation about me with any of those vendors. I call in with a reasonable expectation that my issue will be handled and I do not have the time or patience to be passed around like a football for an hour or more only to be disconnected at the end because no one wants to be bothered to assist me. I also hate being tricked and lied to. From what I have read though, they are like this with very many of their customers and their nonchalant attitude toward servicing their customer base shows in their 4th quarter earnings.

I suggest to you the next time you see the notation on someone's account that you take a moment to ponder how they came to be that way. Sprint is losing subscribers in leaps and bounds. It is becoming apparent that it is not the CUSTOMER at fault in all of these instances.
:wavey::wavey::headbang2

AMEN. Not everyone has HOURS to waste being passed from person to person, getting " accidently " disconnected, being lied too, wrongly billed, lousy follow up CS calls. I think that the entire CS dept needs an overhaul. I have had my share of screwed up billing, additions/deletions from my account without any interaction from my part, lies about discounts, etc. The calls that I have placed to retentions are not frivolous. I am sure that there is a notation in my account about me becoming irate. I am now on zero-term and am unsure about staying, weighing my options elsewhere.

Bryan

[pghphil57]

Deleted, sorry