VZW has better CS?

[user008]

It seems to me they are just as clueless as lots of the Sprint CSRs.

http://www.blackberryforums.com/general-8800-series-discussion/113951-verizon-blackberry-unlimited-data-plan-price-drop.html

[Hagime]

I've had wonderful CS's in Sprint. I guess it's one of those luck of the draw thing. Verizon may have better trained CS's...maybe?

[johnny hotsauce]

Way back when I was with Verizon I felt their CS to be excellent. I've also had very good experiences so far with Sprint as well. I will have to say that the best CS I've ever had with a wireless carrier had to be with pre-merger Nextel, they seemed extremely willing to please their customers and I probably could've gotten them to bring me a beer from the fridge if I asked nice enough.

[DaRtH CrAtHeN]

Verizon CS was much much much worse then Sprint's about a year and a half to two years ago. My fiance had Verizon at the time and the stories I could tell you... :frustrate
Maybe they're cleaned up their act, I but I would go without cell service then EVER have Verizon.

[johnny hotsauce]

Verizon CS was much much much worse then Sprint's about a year and a half to two years ago. My fiance had Verizon at the time and the stories I could tell you... :frustrate
Maybe they're cleaned up their act, I but I would go without cell service then EVER have Verizon.

I didn't think their service was that bad, what I didn't like was their arrogance that they were "the best". When I was with them we decided to dump our landlines and just go wireless, my coverage at my house seemed to be slipping and I also had Nextel phone from work that worked perfect there so I decided to just switch over to Nextel since I'd rather pay for something that worked IN my house rather then have to walk a block from my house to make a call.

I called up VZW's CS to find out what steps I needed to take to cancel and what irrated me was they acted like they were offended that I was switching companies and they ended the converastion with "Good luck with your new carrier and we'll see you back here when your new contract is up, everyone always comes back." But other than that, VZW's CS was always been very helpful with any issue I ever had to call them for.

[deanwoof]

I am completely sick of doing anything related to calling any of Sprint's numbers, except account services, which is completely re****ulous.

for example, i had a customer that had his plan set up incorrectly by telesales. they originally had 2 fair and flexible 550 minute plans sharing. the 3rd line was added to the account on a power pack 550. so of course they were charged the 60 bucks for the power pack, and then 30 for the proration.

in the past p2k customers that had this problem, we'd call our sales support team and they'd fix the plan and then give them a credit without hesitation. the phone call would be done within 5 minutes.

now it seems that sales support in ensemble will not give ANY credits, instead, they offer to fix the plan and then transfer us to customer care, explain the situation again and attempt to argue with some ignorant reps who end up refusing to help and attempt to make matters worse.

so i decided to bypass sales support and call customer care. the rep said
"i can give him the $90 credit, however, i will have to switch everybody over to the power pack 550 minutes plan." What the hell??!!

I argue that isn't right and he should be adding the 3rd line to share the F&F550 plan. he says no he can't because "the plan isn't offered anymore and everyone must go on a power pack plan."

I tell him that is wrong the 3rd should be put on a fair and flex plan. he tells me no again. I get really frustrated and ask to transfer me to his supervisor (15 minutes into the conversation). He says no he can't. I ask again. He asks why. I say because "you are unwilling to help this customer and are looking to completely change his plan that he doesn't want."

He keeps arguing with me that isn't possible. He must go to a power pack plan. i'm getting angry now. I ask him do you argue with customers all the time too? he says yes he does. i was like wow, you argue with customers? you are called customer care and you ARGUE with customers and treat them with disrespect? ARE YOU THE WORST REP SPRINT HAS?

he got very silent. i ask him for his rep id and he refuses to give that to me as well. i ask him why not and he says he is not allowed to. so i flip it back on him.. so it's OK if you ask me for my rep id and what store i'm calling from, but you refuse to give me yours back so i can talk to your supervisor? he says yeah he's not going to give me his id number. i ask him "WERE YOU ABUSED AS A CHILD? DID YOUR PARENTS NOT SAY I LOVE YOU ENOUGH? ARE YOU THAT COLDHEARTED?"

and of course the call dropped at that point.

now i KNOW that I was wrong and rude with my comments. but goddamnit Sprint. ****ing hire some reps that actually give a **** about your customers. it is ****ing ludicrous that i have to call acct services on a daily basis to get **** taken care of that should not have gone wrong in the first place.

bob johnson. this is for you.

[pdx77]

I sure hope you didn't have the customer standing there next to you while you made that call, as that would of looked bad on your part arguing with a rep like that.

I am completely sick of doing anything related to calling any of Sprint's numbers, except account services, which is completely re****ulous.
*
for example, i had a customer that had his plan set up incorrectly by telesales. they originally had 2 fair and flexible 550 minute plans sharing. the 3rd line was added to the account on a power pack 550. so of course they were charged the 60 bucks for the power pack, and then 30 for the proration.
*
in the past p2k customers that had this problem, we'd call our sales support team and they'd fix the plan and then give them a credit without hesitation. the phone call would be done within 5 minutes.
*
now it seems that sales support in ensemble will not give ANY credits, instead, they offer to fix the plan and then transfer us to customer care, explain the situation again and attempt to argue with some ignorant reps who end up refusing to help and attempt to make matters worse.
*
so i decided to bypass sales support and call customer care. the rep said
"i can give him the $90 credit, however, i will have to switch everybody over to the power pack 550 minutes plan." What the hell??!!
*
I argue that isn't right and he should be adding the 3rd line to share the F&F550 plan. he says no he can't because "the plan isn't offered anymore and everyone must go on a power pack plan."
*
I tell him that is wrong the 3rd should be put on a fair and flex plan. he tells me no again. I get really frustrated and ask to transfer me to his supervisor (15 minutes into the conversation). He says no he can't. I ask again. He asks why. I say because "you are unwilling to help this customer and are looking to completely change his plan that he doesn't want."
*
He keeps arguing with me that isn't possible. He must go to a power pack plan. i'm getting angry now. I ask him do you argue with customers all the time too? he says yes he does. i was like wow, you argue with customers? you are called customer care and you ARGUE with customers and treat them with disrespect? ARE YOU THE WORST REP SPRINT HAS?
*
he got very silent. i ask him for his rep id and he refuses to give that to me as well. i ask him why not and he says he is not allowed to. so i flip it back on him.. so it's OK if you ask me for my rep id and what store i'm calling from, but you refuse to give me yours back so i can talk to your supervisor? he says yeah he's not going to give me his id number. i ask him "WERE YOU ABUSED AS A CHILD? DID YOUR PARENTS NOT SAY I LOVE YOU ENOUGH? ARE YOU THAT COLDHEARTED?"
*
and of course the call dropped at that point.
*
now i KNOW that I was wrong and rude with my comments. but goddamnit Sprint. ****ing hire some reps that actually give a **** about your customers. it is ****ing ludicrous that i have to call acct services on a daily basis to get **** taken care of that should not have gone wrong in the first place.
*
bob johnson. this is for you.
*

[DaRtH CrAtHeN]

I didn't think their service was that bad, what I didn't like was their arrogance that they were "the best". When I was with them we decided to dump our landlines and just go wireless, my coverage at my house seemed to be slipping and I also had Nextel phone from work that worked perfect there so I decided to just switch over to Nextel since I'd rather pay for something that worked IN my house rather then have to walk a block from my house to make a call.

I called up VZW's CS to find out what steps I needed to take to cancel and what irrated me was they acted like they were offended that I was switching companies and they ended the converastion with "Good luck with your new carrier and we'll see you back here when your new contract is up, everyone always comes back." But other than that, VZW's CS was always been very helpful with any issue I ever had to call them for.

Back on topic...
When my fiance went in this one time because her phone stopped working she was at the local VZ store for almost 2 hours arguing with her about the phone. Apparently the manager got involved and spoke to my fiance like she was an idiot and make some extremely unnecessary and rude comments to her. Well she called me and I drove down and straightened him right out. That was the day she canceled her service with them and came over to Sprint on my plan. I swear I could have killed the manager at that store and I told his much!

[aau007]

he got very silent. i ask him for his rep id and he refuses to give that to me as well. i ask him why not and he says he is not allowed to. so i flip it back on him.. so it's OK if you ask me for my rep id and what store i'm calling from, but you refuse to give me yours back so i can talk to your supervisor? he says yeah he's not going to give me his id number. i ask him "WERE YOU ABUSED AS A CHILD? DID YOUR PARENTS NOT SAY I LOVE YOU ENOUGH? ARE YOU THAT COLDHEARTED?"

and of course the call dropped at that point.

That's why you always ask for name, id and call center info BEFORE you start anything. If they even refuse to give that to you at the beginning, ask to talk to someone else or call back. Then always address them with their name so they are constantly aware of you know who they are. When they know you already have those info, they will be A LOT more careful and respectful.

[stacerace]

so i decided to bypass sales support and call customer care. the rep said
"i can give him the $90 credit, however, i will have to switch everybody over to the power pack 550 minutes plan." What the hell??!!

I argue that isn't right and he should be adding the 3rd line to share the F&F550 plan. he says no he can't because "the plan isn't offered anymore and everyone must go on a power pack plan."

I tell him that is wrong the 3rd should be put on a fair and flex plan. he tells me no again. I get really frustrated and ask to transfer me to his supervisor (15 minutes into the conversation). He says no he can't. I ask again. He asks why. I say because "you are unwilling to help this customer and are looking to completely change his plan that he doesn't want."

The rep was not ignorant. They gave you the absolutely correct info. I agree that it should have been handled differently and he should have given you his supervisor and his rep code when you asked. However, you were getting angry at him because he couldn't do something that is IMPOSSIBLE.

[stacerace]

I sure hope you didn't have the customer standing there next to you while you made that call, as that would of looked bad on your part arguing with a rep like that.


*

I completely agree.

[deanwoof]

no dont worry, the customer already left and paid his bill less the $75 bucks.

what do you mean it's impossible? i called nss to get the plan changed perfectly. then called account services to get it adjusted.

[VDubb]

The rep was not ignorant. They gave you the absolutely correct info. I agree that it should have been handled differently and he should have given you his supervisor and his rep code when you asked. However, you were getting angry at him because he couldn't do something that is IMPOSSIBLE.

No, the rep was incorrect (well, depending on how old the Fair & Flex plan is). The codes to add on lines 3-5 are in the system, even at a retail level, for Fair & Flex lines (I think even the code to add the 2nd free line, but that makes no sense).

Also, to the poster who had issues with the rep, you know you can get their rep ID from the notation (since Ensemble and P2K notates automatically who has accessed the account).

-VDubb

[The SPCS Guy]

I am completely sick of doing anything related to calling any of Sprint's numbers, except account services, which is completely re****ulous.

for example, i had a customer that had his plan set up incorrectly by telesales. they originally had 2 fair and flexible 550 minute plans sharing. the 3rd line was added to the account on a power pack 550. so of course they were charged the 60 bucks for the power pack, and then 30 for the proration.

in the past p2k customers that had this problem, we'd call our sales support team and they'd fix the plan and then give them a credit without hesitation. the phone call would be done within 5 minutes.

now it seems that sales support in ensemble will not give ANY credits, instead, they offer to fix the plan and then transfer us to customer care, explain the situation again and attempt to argue with some ignorant reps who end up refusing to help and attempt to make matters worse.

so i decided to bypass sales support and call customer care. the rep said
"i can give him the $90 credit, however, i will have to switch everybody over to the power pack 550 minutes plan." What the hell??!!

I argue that isn't right and he should be adding the 3rd line to share the F&F550 plan. he says no he can't because "the plan isn't offered anymore and everyone must go on a power pack plan."

I tell him that is wrong the 3rd should be put on a fair and flex plan. he tells me no again. I get really frustrated and ask to transfer me to his supervisor (15 minutes into the conversation). He says no he can't. I ask again. He asks why. I say because "you are unwilling to help this customer and are looking to completely change his plan that he doesn't want."

He keeps arguing with me that isn't possible. He must go to a power pack plan. i'm getting angry now. I ask him do you argue with customers all the time too? he says yes he does. i was like wow, you argue with customers? you are called customer care and you ARGUE with customers and treat them with disrespect? ARE YOU THE WORST REP SPRINT HAS?

he got very silent. i ask him for his rep id and he refuses to give that to me as well. i ask him why not and he says he is not allowed to. so i flip it back on him.. so it's OK if you ask me for my rep id and what store i'm calling from, but you refuse to give me yours back so i can talk to your supervisor? he says yeah he's not going to give me his id number. i ask him "WERE YOU ABUSED AS A CHILD? DID YOUR PARENTS NOT SAY I LOVE YOU ENOUGH? ARE YOU THAT COLDHEARTED?"

and of course the call dropped at that point.

now i KNOW that I was wrong and rude with my comments. but goddamnit Sprint. ****ing hire some reps that actually give a **** about your customers. it is ****ing ludicrous that i have to call acct services on a daily basis to get **** taken care of that should not have gone wrong in the first place.

bob johnson. this is for you.
There was no reason to verbally abuse the guy. He didn't do that to you. I take it that you were the one that had the bad CS that day, my friend. Just because he refused to give you his information was no reason to go off ohim the way you did. Just reading that MADE ME DEFENSIVE:scare:. Yes we understand that Sprint reps don't always know what they are doing, but you decided to not end the call and call back. But to assault the man.:frustrate That says a lot about you.

Now as far as Verizon having better C.S., they may, so does TMobile and at&t. Every carrier has some bad apples as far as reps go, but none worse than Sprint. It seems like if you call them back to back to back, you'll start going grey after each call. because you'll get different information ALL the time. Somoeone will jack up your account, or do something that will make you have to call back in later to get it fixed...it's just bad.
he people Sprint hires are not properly trained and they do not know how to read their lil informational intranet site to help customers. They just guess the answer.
You would not get 3 different answers from VZ or Tmobile or at&t on back to back to back calls. And I say this with experience.

JE

[deanwoof]

retail does not have the ability to add lines in ensemble onto a correct fair and flexible plan.

why i blew up was because 15 minutes into a hold, i get told that he can only give a credit IF he goes onto a power pack plan. i definitely know i was wrong for going off. i'm not arguing that.

what im trying to point out is that the care agent didnt know how to handle this particular situation. i would have preferred that he disconnect me when he couldn't get the right code in than to say he was going to change the plan completely.

[Dan]

The customer or employee calling into CS has the right to get the information about the agent they are speaking to. An agent who flat out refuses to correct an issue or transfer the call to someone who can correct the issue is not someone who should be working in any type of customer service.

Its not like sprint has their agents give out 1st and last names. You get their 1st name and log-in ID which can be used to send praise about a job well done or a complaint about their poor attitude. The agent has the ability to notate your account however they choose to, but then refuses to give you the reasonable information to supply comments on his or her job performance?

I think if a rep is good at their job, they would have no problem giving even an unhappy customer their log-in ID. Managers and companies can tell the difference between a bad rep and just a customer who calls in constantly to complain and they know when to take action and when not to. Refusing to give your ID to a customer or fellow sprint employee is about the same as saying "I know I'm wrong, now I'm gonna try and cover my tracks by making it harder to have negative feedback left for me!"

If your good at your job, you have nothing to worry about.......... If you give out a bad attitude all the time then you have a lot to worry about!

[Wayne 1]

It seems to me CS is the bottom of the "most important list" most companies use. It seems once they get your money, maybe you'll get good service, maybe not. The companies that consitently offer quality CS have a competitive edge over the others.;)

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