I emailed Dan@sprint.com

[frankie]

Asking how if sprint is trying to get back in shape and start competing with the other national providers, they are the only national provider that doesn't allow picture mail from their smartphones.

I got an email back from Crystal asking my number so she can call me to discuss this.

Anyone else ever email dan?

[Tarhonky]

No i never have but i might. and probably about the same issue! you should get back with him/her and see what it says!

WOODY

[NINO63004]

http://www.sprintusers.com/forum/showthread.php?t=158762

In that thread myself and a few other emailed dan and got back some responses.

I got back the same thing you did as well. I never received a call yet though.



Nino

[frankie]

http://www.sprintusers.com/forum/showthread.php?t=158762

In that thread myself and a few other emailed dan and got back some responses.

I got back the same thing you did as well. I never received a call yet though.



Nino


Oh, my response included crystal's number, i think she likes me! haha. I think I'm going to call her instead of replying with my number and waiting for her to call.

[NINO63004]

Oh, my response included crystal's number, i think she likes me! haha. I think I'm going to call her instead of replying with my number and waiting for her to call.

let us know what happens.





Nino

[gmplr831]

I know for me, when I emailed, it was in complaint about my phone, and they fixed it in 2 days with a brand new mogul, free of charge! They really want to help now! Its great

[NINO63004]

I know for me, when I emailed, it was in complaint about my phone, and they fixed it in 2 days with a brand new mogul, free of charge! They really want to help now! Its great

yeah i think if i have any problems with a phone I will see what they say when I email this address now. seems like this is a way for sprint to try and make customers happy.




Nino

[knytphal]

You'll definitely have to keep everyone posted on what they say about the whole not being able to do MMS on smartphones. I'll be interested in following that....

[ajac]

woot hope u get a good response and maybe they will listen to you ask about sprint TV and radio on the mogul to!

[NINO63004]

I emailed again asking why the smarphones dont have picturemail like the regular flip phones do. I also said that verizon has now problems with their smartphones doing that so why cant the sprint smartphones do that. I will update when I received a response.




Nino

[BrettW]

i got a generic cut and paste response with my e-mail.

[frankie]

I called Crystal, she was away from her desk. I'll try tomorrow.

[ajac]

got the generic e-mail from dan lol wonder if he really gonna read it like the email says

[NINO63004]

i got a generic cut and paste response with my e-mail.

I got this message both times I emailed the address. Though I did receive an email the next day from someone asking for contact information so we could talk.

Here is the message I received both times.

Thanks a lot for taking the time to write to me.

To truly revolutionize wireless as we know it, we need input from the people out there who are using our phones and services everyday. So your feedback is not only much appreciated, it’s of great value.

The response to our new efforts has been outstanding. And we are in the process of carefully reading each e-mail we receive. This will, of course, take some time. So I appreciate your patience until we can get you a response. In the meantime, if you are interested in hearing more about our new Simply Everything plan, you can find all the details at www.sprint.com/everything.

Once again, from all of us at Sprint, thank you very much.

Fondly,
Dan Hesse
CEO, Sprint


I'm guessing that is what you got as well.




Nino

[BrettW]

i got,

Thanks a lot for taking the time to write to me.

To truly revolutionize wireless as we know it, we need input from the people out there who are using our phones and services everyday. So your feedback is not only much appreciated, it’s of great value.

The response to our new efforts has been outstanding. And we are in the process of carefully reading each e-mail we receive. This will, of course, take some time. So I appreciate your patience until we can get you a response. In the meantime, if you are interested in hearing more about our new Simply Everything plan, you can find all the details at www.sprint.com/everything.

Once again, from all of us at Sprint, thank you very much.

Fondly,
Dan Hesse
CEO, Sprint


**and**

Dear Mr. Walden, **(love how they spelled my last name)**

Thank you for contacting Sprint. We appreciate you taking time out of your busy schedule to write regarding, the new commercial featuring Dan Hesse. Our goal is to serve you with world-class customer service, and feedback from customers like you is a great source of motivation in our endeavor to achieve that goal.

Currently, we have teams in place, who proactively and reactively dial new and existing customers, (such as yourself), to address any concerns.
This is done on a daily basis during the business week. If we have not had the pleasure of speaking with you recently, we will be attempting to reach you soon.

Please feel free to use dan@sprint.com whenever you have any other questions or comments.


Sincerely,

Ginger Jones

Sprint


and the e-mail i sent

Original Message Follows:
------------------------

-------------------------------------------
From: Brett Waldon[SMTP:**removed**@GMAIL.COM]
Sent: Tuesday, March 25, 2008 5:36:35 PM
To: Dan Hesse
Subject: Questions about sprint
Auto forwarded by a Rule

I was just wondering what changes are to come, I am a sprint customer
with 4 lines total (a 3 line plan with Sprint and a Nextel SERO plan)
and I love to keep up with things to come. I am just wondering what
will be done to keep current customers happy, currently every time I
swap phones, which I do on a day to day basis as some days I need a PDA
some days I need a normal phone, my eligibility gets reset and on a line
that is out of contract already it really doesn’t do much for me to want
to keep it. I am not looking for anything really just a reassurance that
current customers will be taken care of in the long run, because as it
stands currently it seems more and more that is not the case. I am not
looking for any credits, handouts or anything so please don’t get me
wrong and think that is so. In the end my current concern is exactly
what I asked above what will be done to keep current customers happy and
or satisfied, because it seems more and more that the main focus, which
is **(meant to say should be)** the current customer is not even a priority.



Thank you for your time



Brett Waldon,

[Eric Lensherr]

Wow. So they're actually trying to call every single customer to see if they have any concerns?

[bikerich69]

Sounds good that they are going to call individual customers. i would like to hear how the calls go. so far it seems as though no one that has emailed has gotten any callbacks.

Because this is such a new concept, i get a feeling that they are getting all the tools in place so that they are able to start making those calls and in a very short time, customers will be getting swamped with callbacks:)

I wonder if all emails that are being responded to are from Crystal? Nice name btw:)

[BrettW]

Sounds good that they are going to call individual customers. i would like to hear how the calls go. so far it seems as though no one that has emailed has gotten any callbacks.

Because this is such a new concept, i get a feeling that they are getting all the tools in place so that they are able to start making those calls and in a very short time, customers will be getting swamped with callbacks:)

I wonder if all emails that are being responded to are from Crystal? Nice name btw:)

mine was ginger jones

[bikerich69]

Toss up between Crystal and Ginger:)

Both great names. seems to be a trend with these email generated names?

[noweakness]

Toss up between Crystal and Ginger:)

Both great names. seems to be a trend with these email generated names?

I think they should start using the name Candy :D Its all about creating that bond with the customer

[djbrich]

I think they should start using the name Candy :D Its all about creating that bond with the customer

i know thats right!

[NINO63004]

Herw is the email I got back regarding why smartphones don't do true picturemail. It really doesn't answer anything at all.

Dear Michael,

Thank You for contacting us through Dan@sprint.com. Unfortunately, at this time true picture mail is not a compatible feature. However there are other ways that you can send and receive your picturemail. There are also other smartphones that allow this feature. If you do have any other questions or concerns please reply back to the email.

Thank you again for contacting Sprint. We appreciate your business.


Sincerely,
Merri Bailey

Sprint



I emailed back asking what smartphones do indeed have this feature. So we will see what they say.



Nino

[Jaggrey]

They'll prolly say the Palm OS Treo line.

[djbrich]

i thought the email on the commercial said DanCEO@sprint.com

[NINO63004]

They'll prolly say the Palm OS Treo line.

You are right. Here is the last email I received from them.

Dear Michael,

Thank you for your reply.

We at Sprint offer Palm Treo 755p handset for $579.99. This handset is Picture mail capable. If you wish to have this handset please write back to me I will be glad to order it for you.

Thank you again for emailing Sprint. We appreciate your business.

Sincerely,
Marc S.
Sprint


So yeah pretty much got the answer I didn't want to hear since I already knew that. O well.



Nino

[bikerich69]

but why cant they do picturemail with other smart phones as that was your original question?

[Yay4Juggs]

but why cant they do picturemail with other smart phones as that was your original question?

they dont want to pay to license the software...they figure outlook is good enough but little do they know outlook doesnt work half the time with other carriers such as at&t/cingular...sends blank message to that carriers phones.

[teh_toidi]

I emailed in too about the pic mail on WM phones, I made it short and simple just stating that its a hassle to send emails from my sprint phone when my AT&T phone sitting right next to it with the same version of windows mobile on it can send MMS's with no problem at all

[NINO63004]

I wonder if we just keep emailing about the picturemail not on smartphones if they will listen and give us a good reason. Probably not but we can all wish.



Nino

[teh_toidi]

So yeah I just got a call from sprint, they are "working on it" but they dont have date yet for it. Apparently a lot of people are emailing them with the same question.

[ahfrederick]

hmm.. well that's the primary reason why we haven't switched over to a "smartphone" or PDA. We like to send and recieve picture mail and such. Otherwise we would have done it a long time ago.

[NINO63004]

So yeah I just got a call from sprint, they are "working on it" but they dont have date yet for it. Apparently a lot of people are emailing them with the same question.

I sent another email saying how I just don't understand how Windows smartphones dont have the option to do this. I also mentioned that At&t and Verizon Motorola Q can do it yet Sprint cannot. This is the response I have received back.(been pretty quick as of today answering emails).

Here is the email I received back.

Dear Michael,

Thank you for your reply.

Moto Q phone does not have the capability to use Picture Mail service.


Yes, I do understand that Moto Q is a very expensive phone and all the features should be available on this device. We have been receiving feedback from many of our valued customers like you about the features of this phone. There is definitely a need of a new improved version of this phone to accommodate all the features which our customers desire.


Based on your valuable feedback, we have forwarded our requirements to Motorola, the manufacturer of this device. I am pretty sure that they will make necessary changes from their side to make sure they come out with a phone which will bring a smile on our customers face.

Thank you again for emailing Sprint. We appreciate your business.

Sincerely,
Marc S.
Sprint


I wonder if this will result into anything though.



Nino

[Jason Fate]

i should send a "former employee with concerns" letter to ol' dan

[deebrown]

I have read in a post that some kind of fix is comming. CS hinted at this when I called them recently as well.

[NINO63004]

Here is the email I asked about the Blackberry Curve.

Dear Mr. Nino,

Thank you for your reply.

Yes, the Sprint is going to introduce new blackberry curve 8330. The expected date of the launch is April 20, 2008. The blackberry curve is a smart phone. The price of the handset with the discounts can only be provided after the above-mentioned date.

Due to proprietary and confidential information, the features and the complete price range can only be disclosed after the launch of the handset.

I appreciate your understanding in this regard.

For complete information regarding the features of the handset, you are requested to contact us on or after April, 20, 2008.

Please feel free to mention, if you have further questions or account needs.

Sincerely,
Ryan R.
Sprint


Nino

[Jaggrey]

Well that's good news... time to see some spyshots!

I should email him and ask him to bring back Sprint Guy!

[TallassJonG]

Has any EW employees emailed him asking if they can get their Sprint corporate jobs back??? That would be a GREAT question to ask Dan.

[Yay4Juggs]

in all honesty i see this dan@sprint as a joke and an insult to the users of sprint service...i have yet to see any resolution come from any response other than canned jargon and scripture. if i wanted that id go to church or sit in at a town hall meeting. If they truly wanted to put smiles on our faces they would give us what we want as opposed to falling to lesser competitors hell i can flash a titan to cricket service and get mms. he can ramble on how he wants to make things better but unfortunately talk is cheap...and cricket is cheaper. In no way should we be forced to jump ship or switch to an inferior product because sprint refuses to get their heads out of their asses. I have been with sprint since its inception here in buffalo and i am finally just fed up...especially after reading these responses from joe schmuckatelli some minimum waged kid who wouldnt know a smartphone from smartfood(white cheddar popcorn).

[badutahboy]

in all honesty i see this dan@sprint as a joke and an insult to the users of sprint service...i have yet to see any resolution come from any response other than canned jargon and scripture. if i wanted that id go to church or sit in at a town hall meeting. If they truly wanted to put smiles on our faces they would give us what we want as opposed to falling to lesser competitors hell i can flash a titan to cricket service and get mms. he can ramble on how he wants to make things better but unfortunately talk is cheap...and cricket is cheaper. In no way should we be forced to jump ship or switch to an inferior product because sprint refuses to get their heads out of their asses. I have been with sprint since its inception here in buffalo and i am finally just fed up...especially after reading these responses from joe schmuckatelli some minimum waged kid who wouldnt know a smartphone from smartfood(white cheddar popcorn).


Amen.

I just switched to sprint from cricket, and I'm probably not staying, for the exact reasons you mentioned. With sprint, I gain unlimited nationwide roaming, but lose MMS... That's pretty much the only difference between the two companies (from my vantage point).

Unfortunately, there's not a good workaround for losing MMS, but with cricket, i got 150 roaming min/month... something I never even approached the cap on..

without MMS and sprinttv and radio, Sprint isn't worth the extra $40/mo over my cricket bill.

[SprintSALES1934]

Amen.

I just switched to sprint from cricket, and I'm probably not staying, for the exact reasons you mentioned. With sprint, I gain unlimited nationwide roaming, but lose MMS... That's pretty much the only difference between the two companies (from my vantage point).

Unfortunately, there's not a good workaround for losing MMS, but with cricket, i got 150 roaming min/month... something I never even approached the cap on..

without MMS and sprinttv and radio, Sprint isn't worth the extra $40/mo over my cricket bill.

what phone do u have.

[P11guy]

Has any EW employees emailed him asking if they can get their Sprint corporate jobs back??? That would be a GREAT question to ask Dan.

YES YES YES YES YES YES YES YES YES !!!!!!!! ! ! ! ! ! ! !

you rule!

OKAY i did it.
from work email too..... :huh:

[badutahboy]

what phone do u have.

I use a mogul with both companies... and I don't want to switch phones...

[hiwayfuzz]

Anyone else notice that the responses come from ecare... how lame

[bcaroo]

I emailed Dan late last night. I received the canned email statement almost immediately but I received a phone call at 1:30PM from Sprint asking about my problem and wanting to know if they could track my escalated trouble ticket. I wrote that I was frustrated since there seems to be a problem unsuspending a phone line.

It has been 10 days since the line was suspended (stolen phone) and a week since they started trying to get the line unsuspended so I can put a replacement phone on it. There has been a regular trouble ticket and now an escalated ticket issued on the problem. I called again this morning since it appeared the line was now operational - I was getting the line's voicemail message. Technical services is in contact with the department trying to fix the problem. I have received 3 phone calls from Sprint so far today in regards to this problem.....1 from tech services and 2 from someone in response to my email last night.

[argonman]

So I emailed dan@sprint.com as well thanking Sprint for trying to turn things around and about my recent order of an LG Rumor.

Anyway, I got a call less than 45 min later -- more like 20 min later regarding the e-mail.

She just wanted to clarify the price that e-Care quoted so I gave her that price and she said she would call back in 10-15 minutes.

Very stoked at this point. If she confirms the e-Care rep handled my account properly, then all is great and I would have to say Sprint is doing a great job if they're truly calling people that e-mail into them and then researching and taking care of things.

That's pretty awesome. I'm glad to see Sprint finally taking things seriously.

[argonman]

So I emailed dan@sprint.com as well thanking Sprint for trying to turn things around and about my recent order of an LG Rumor.

Anyway, I got a call less than 45 min later -- more like 20 min later regarding the e-mail.

She just wanted to clarify the price that e-Care quoted so I gave her that price and she said she would call back in 10-15 minutes.

Very stoked at this point. If she confirms the e-Care rep handled my account properly, then all is great and I would have to say Sprint is doing a great job if they're truly calling people that e-mail into them and then researching and taking care of things.

That's pretty awesome. I'm glad to see Sprint finally taking things seriously.

So the woman called me back and claimed the e-Care rep did not apply the $150 credit but she did so and she said she sent me an e-mail to confirm. I have not got the email yet but I guess we will see how I fare in a couple days.

[nowires]

I emailed Dan about being able to update the PRL by dailing a special star number like Verizon's *228 feature.

I think you will agree that the process for Sprint customers to update their PRL is unnecessarily difficult, time consuming and costly for both Sprint and the customers that leads to an overall negative customer experience.

No email response other than the initial "Hello and thank you" email.

[Dzalumni]

I emailed Dan about being able to update the PRL by dailing a special star number like Verizon's *228 feature.

I think you will agree that the process for Sprint customers to update their PRL is unnecessarily difficult, time consuming and costly for both Sprint and the customers that leads to an overall negative customer experience.

No email response other than the initial "Hello and thank you" email.

Or Sprint could send one of those Free Text Messages to us with a link that you download the new PRL! Or a Free Text Message telling you to call *2 to update your phone!

[nycgay23]

I haven't gotten a reply in weeks. Time to send off my email again!

[nowires]

Or Sprint could send one of those Free Text Messages to us with a link that you download the new PRL!

Assuming you do not have the latest PRL, if you travel to market that Sprint has made a PRL change for that location, Sprint will automatically push down the PRL (or so I have read on the forums) to your phone.

However the problem with that approach is that you may not be able to get a Sprint signal in order to get the PRL update. Or worse, you have no service on Sprint or their roaming providers since the PRL tells your phone the provider order and the radio frequency to use.

Or a Free Text Message telling you to call *2 to update your phone!

I would like feature in addition to having something like Verizon's *228 update PRL feature. If I was planning on being out of town, I can manually update my PRL to the latest version in an attempt to avoid any service issues in case the automatic notification failed.

[sschrip]

I emailed them about a problem with charges on my account and got a response (call back) in less than 10 minutes. WOW!:tu: That's service at Sprint Speed!

[spazticrecords]

I don't understand what's so hard. Call up tech support or even CS and ask to have your account to be flagged for a PRL update. Once they confirm, hang up and dial *2 and it will then tell you there is an update available. It's worked every time for me on 4 different phones. It's not hard!

[sschrip]

My email wasn't about a PRL update. Mine was for account problems. E-care (the people who answer emails in the middle of the night) could not understand the question I was asking. After 5 attempts of emailing back and forth trying to clarify the problem, I tried an online chat rep. I got disconnected just after I gave them my PIN# (AFTER explaining the problem). I emailed the dan@sprint.com out of frustration. They called back and corrected the mistake on my account within 10 minutes.:clap:

I have a Centro. PRL updates are not possible at this point. :confused:

[argonman]

That whole dan@sprint.com was a pretty slick idea by someone. I managed to get a great deal on a new phone w/ e-Care although I ended up in less than 24 hours dropping it in a pond. Good move on my part I know.

I e-mailed dan@sprint.com and told him I didn't want a freebie or anything but would certainly love to pay less than full price on another Rumor.

They offered $100. I said sounds great.

Problem solved and I was on my way in a matter of minutes...

[nowires]

I don't understand what's so hard. Call up tech support or even CS and ask to have your account to be flagged for a PRL update. Once they confirm, hang up and dial *2 and it will then tell you there is an update available. It's worked every time for me on 4 different phones. It's not hard!

You are missing the point. Sprint customers should be able to perform the PRL update without having to call or email tech support or CS.

Here is real example of my misfortune in getting a PRL update.

http://www.sprintusers.com/forum/showpost.php?p=1390344&postcount=10

Again, PRL update with Verizon is < 60 seconds from start to finish with *228 number.

[bcaroo]

I am in contact with a representative from the Dan@sprint.com department. I emailed them last week about a problem Sprint is having with my account. I have a direct number to her so when I didn't get my promised tech services call back, I called her - and she called me back. So far we are on the 3rd ticket - I think this one is called a Click it ticket - 24 hours. "Sigh" she is working on fixing my plan, while advance tech services is working on the other problem. We are at 6.5 hours and counting of phone time. I gave her a subtotal of the amount of time I have spent on the phone with Sprint trying to fix this problem. We are going to have ANOTHER conversation tomorrow. At least the reps in this department give out their phone numbers. At least my billing period doesn't end for another 2 weeks.

[0157h7]

I emailed in about the lack of Sprint TV on the mogul and no sms on windows mobile devices. I got the typical automated response that said I would get an email back in a week. When I did not get an email back, I tried again, but was more rude. I got a real email in 45 minutes, and they asked for my phone number and time to call back. They never called, and we started to go back and forth.

I finally got a call on Saturday from 2 people in retentions, someone on the executive customer service team, a VP was mentioned by retentions, the exec level cs said she was emailing it all to Hesse with my chain of emails, and someone from tech said they were pushing it up as well.

It took way too much effort, but I am getting attention now. I actually had a guy in retentions mention the Instinct today and suggested that he could get it for me when it launched.

To see the emails back and forth plus more details, go here:

http://www.sprintmogul.net/Forum/tabid/54/ptid/370/page/3/totrecs/34/threadid/3394/forumtype/posts/Default.aspx

[KiDa43]

I found these forums to be quite helpful; I hope my post can be of some help to someone.
I recently had issues with my phone (a Katana II), and brought it to a Sprint Authorized Repair and Solutions Center in Green Brook, NJ. I found this place on the Sprint website. To make a long 2 week ordeal short, the service there was awful. They took my money and told me I would have a new phone in 2 days, they never called me, nor did they call me back when I called in inquire about my phone.
So, I emailed dan@sprint.com. The customer service representative who replied, was wonderful! She has been so helpful. She reserved me a phone at a different Sprint dealership, and even helped with getting my money credited back to my checking account (and not my sprint account like the Green Brook location originally attempted). Once I contacted dan@sprint.com, I had a new phone within a few days.
If you are having issues with Sprint, it is definately worth emailing dan.

[joe123]

in all honesty i see this dan@sprint as a joke and an insult to the users of sprint service...i have yet to see any resolution come from any response other than canned jargon and scripture.

Thank Goodness you posted this. Every time I read a post of someone emailing Dan@sprint thinking it's going to be read and replied by someone at Sprint who actually cares, I loose hope for humanity.

It's like, are people really that disconnected with reality now a days?....

[joe123]

If you are having issues with Sprint, it is definately worth emailing dan.

It would be nice if "Dan" would simply read my signature and call back all those who Sprint Baited and Switched plans on to increase their profits and explain why Sprint encourages starting at the top "Dan".

Sounds simple enough to me :)

[srizvi1]

I read the news today on Engadget about the WiMAX rollout here in DC/Baltimore and Chicago this year. I got pretty happy about it and made a few posts over in the comments:
http://www.engadget.com/2008/06/18/sprint-turning-on-wimax-in-baltimore-in-september-chicago-and-d

I felt pretty confident about my post in regards to where Sprint is now and where they once were back in 1999 (link here: http://www.engadget.com/2008/06/18/sprint-turning-on-wimax-in-baltimore-in-september-chicago-and-d/1#c12733340 )so I shot an email to dan@sprint.com about it. Let's see what they say to questions & suggestions like that.

[Tvac897]

I know for me, when I emailed, it was in complaint about my phone, and they fixed it in 2 days with a brand new mogul, free of charge! They really want to help now! Its great


I wish more people would pay attention to this kind of feedback rather than all the trolls floating around.

[johnny42544]

My Centro HAS picture mail.....which one are you talking about that does not?

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