Can the Retentions Dept no Longer add Discounts?

[pja]

Hello All,

New here, so if this post is in the wrong place, feel free to flame away. I am wondering if there has been a change in retention dept policy, or if I am just getting unlucky with the rep who answers my call.

I currently am on a $39.99 F&F plan, and to mimic a SERO plan they gave me free internet and texting. I am looking to switch to a Blackberry and add either the $30 plan or just go to the Simply Everything $69.99 plan. I receive a 23% employee discount and a 5% loyalty credit.

The people I have spoken with said they can no longer add monthly discounts to customers accounts. I am trying to offset the cost of bumping up to a blackberry plan by showing that I receive free internet and texting and I am paying $10 more that the SERO plan which I forego. The rep completely understood and tried to do something in the system, however, she ultimately claimed they cannot convert the internet/text credit and cannot apply a $10 monthly credit.

Any tips/comments on how I should proceed? and is it true they cannot add discounts anymore rendering my quest useless?

Thanks,
Paul

[Guy]

Hi Paul,

I was told the same thing. No credits can be issued on the simply everything plans, not even NVP discounts...which is complete crap if you ask me.

[mromblad]

well i think what they meant was not in general, but for you. You already have a percentage discount, which, only one per account is allowed.

[He123321]

The OP looks like a undercover Sprint rep to me.

There are a few way around the system, but most members like me are keeping this info to ourselfs from now on. We can't get everything like we could in the past, but I'm happy with what I have now.

[pja]

Ha....wish I was undercover....would allow me to avoid the constant pleading while negotiating a new 2 year contract.

I have a very good deal as it is right now, but with the word that my loyalty discount could disappear at any time (hasn't yet, through 2 billing cycles on ensemble) and the fact that I was given free internet/texting which would disappear if I added the blackberry or SE plan, I am trying to get some sort of break from Sprint if I sign on for another 2 years.

It is odd only b/c the rep actually acknowledged my situation and basically said she had no power to do anything, where as the previous two negotiation periods they literally did anything and I didn't even have to ask for it.

I understand the best way to compensate someone for losing a perk or discount would be at apply it in other areas such as $0 add-ons, however, with blackberry PV or SE plan, there is really nothing of value they can offer me to make up for losing the discount, other than a monthly service credit which they are clearly reluctant (unable?) to do.

-Paul

[samku06]

Sprint is seriously restricting what retentions can do, a lot of the codes for free features are locked down and they aren't allowed to give multiple discounts anymore.
All features put on accounts for free need to be approved from the reps supervisor's manager.
So there really locking down on everything now and pretty soon Sprint will be like all the other cell phone companies who are offering little to no retention offers to make customers stay with them.

[LineNoise]

My buddy has been a customer since 2000 and he called to cancel 3 lines and they didn't offer him a dime. They said all courtesy discounts have been removed from the system.

He canceled all his lines and his fiance opened up SERO lines.

[Shoshana]

I have a very good deal as it is right now, but with the word that my loyalty discount could disappear at any time (hasn't yet, through 2 billing cycles on ensemble)

I lost my loyalty discount on the 3rd billing cycle... I haven't done anything yet tho.

[INTERNET2000]

I cannot comment on what they do/do not have, but I know for a fact their abilities to give the house away for free has disappeared. I think they have more of an ability to correct complex problems than alost of regular CS, but overall, I think the departments (retentions and cs) are becoming increasingly similar.

This is likely due to years of abuse that it has become this way...It is probably the best in the long run for the company.

[He123321]

Retention will throw a bone to their higher paying customer, but it depends on what their needs are.

Customers that are paying under $60 or so could get their accounts closed on the spot.

If you call retentions, make sure you tell them what the competions is offering you and not what your buddy has.

[He123321]

I lost my loyalty discount on the 3rd billing cycle... I haven't done anything yet tho.

The options they'll offer you are laughable IMO. :lol:

[deathorglory]

It used to be that regular customer care supervisors could cancel single line accounts who were repeatedly abusive, delinquent, etc., on the spot. No need for retention to do it. We may swing back that way again.

The freebie train is over folks.

[He123321]

It used to be that regular customer care supervisors could cancel single line accounts who were repeatedly abusive, delinquent, etc., on the spot. No need for retention to do it. We may swing back that way again.

The freebie train is over folks.

I told people that early last year, but many did not believe. The good ole days are :wavey:

[REDFOCZ]

Retention will throw a bone to their higher paying customer, but it depends on what their needs are.

Customers that are paying under $60 or so could get their accounts closed on the spot.

If you call retentions, make sure you tell them what the competions is offering you and not what your buddy has. You should hear some of the stuff people claim other carriers are offering them. Some people just flat out lie. I had a customer claim AT&T was going to get him a 1000 min plan with free text and data package for $39.99 I called him out and said no they don’t.

And I would love to know how you claim there are ways around adding the discount codes onto the account, because ensemble really does not allow you to add additional discounts onto lines through the discount engine.

But please keep posting I am loving reading all of this; I need a good laugh through out the day.

Disclaimer: These are my own personal opinions and do not reflect those of Sprint.

[deathorglory]

Now imagine listening to retention people complain all day because they can't just give everything away instead of fixing the issue or standing their ground with people who are just trying to put one over on the company.

The leash got jerked back, and hard. I'm not going to say Sprint shouldn't be able to throw perks to loyal customers from time to time but to give away the farm to people who are never going to be happy until they have free service is ridiculous.

[pja]

I understand you get people who try to beat the system, but for those that have a plan and want to pay for more (BB or SE plan), yet be compensated for losing freebies (Internet and Texting) that were negotiated to match a SERO plan, instead of actually going to a SERO plan, which I could do (although not worth changing numbers). Reps even acknowledge that I make logical sense to them when I describe my situation. Disappointing that they are powerless. I guess it really doesn't matter if the rep is "nice" or not, the system really does cripple their ability to adjust plans.

As for taking away discounts in the middle of a contract, that is just bad business. If they are no longer offering a loyalty discount stacked with a NVP, then that should be erased at the end of a contract period. Perfectly understandable to want to correct the issue and prevent total discounts in the 40% range, just wrong way to go about doing it if the goal is to avoid dissatisfied customers and keep the churn rate lower. Regardless, I have been with Sprint for over six years (nothing compared to some on here, but still slightly loyal) and will continue b/c they still have the best rates with my current negotiated plan. I guess we'll see how things change going forward.

-Paul

[pja]

Customers that are paying under $60 or so could get their accounts closed on the spot.

I find it hard to believe if you are nice and rationally try to explain things that they would just up and close your account. I have been told no, tried to negotiate/state my case politely, and the reps have been nothing but nice to me (I have a sub $60 plan) in responding back that their hands are tied. Now if they wanted to take my features away after my contract was up, that would be ok as I am no longer "entitled" to anything, however, I doubt they would even do that as the people in retentions are always cordial and willing to do their best to make the customer happy if you are willing to provide the same level of courtesy back.

-Paul

[Shoshana]

The options they'll offer you are laughable IMO. :lol:

I dunno. I emailed ecare and they said they'd not only put the loyalty discount back on, but give me a credit for 2 months for the difference.

Got a confirmation email for the credit - not yet for the discount being added back on.

[pja]

I dunno. I emailed ecare and they said they'd not only put the loyalty discount back on, but give me a credit for 2 months for the difference.

Got a confirmation email for the credit - not yet for the discount being added back on.

See....all in how you handle the situation. If you rationally explain the situation, and if you are within your rights as a customer to expect a contract be honored, they will generally help you out. Same with negotiating a contract....just seems like they are no longer willing to meet you all the way with the perks due to new mandate, so you have to be a smarter negotiator and not ask for unreasonable requests.

-Paul

[monkeyboy]

A retentions agent just (said he) put a $30/mo recurring credit on my account (to make 3 AAPs essentially free). And an AS agent put a $15/mo discount on the account... we'll see if these promises are real...

[He123321]

And I would love to know how you claim there are ways around adding the discount codes onto the account, because ensemble really does not allow you to add additional discounts onto lines through the discount engine.

But please keep posting I am loving reading all of this; I need a good laugh through out the day.

Disclaimer: These are my own personal opinions and do not reflect those of Sprint.

Wow, were did we learn to read? :laughing: Where are you getting this Discount Codes from? How did we get a job at Sprint, Opps its Sprint we are talking about. :D

[He123321]

I dunno. I emailed ecare and they said they'd not only put the loyalty discount back on, but give me a credit for 2 months for the difference.

Got a confirmation email for the credit - not yet for the discount being added back on.


The offers are still there, but not for all customers that call in. If you have prove of a better deal, and are a high up $ customer, most reps will bend.

[Dan]

I find it hard to believe if you are nice and rationally try to explain things that they would just up and close your account. I have been told no, tried to negotiate/state my case politely, and the reps have been nothing but nice to me (I have a sub $60 plan) in responding back that their hands are tied. Now if they wanted to take my features away after my contract was up, that would be ok as I am no longer "entitled" to anything, however, I doubt they would even do that as the people in retentions are always cordial and willing to do their best to make the customer happy if you are willing to provide the same level of courtesy back.

-Paul

Well, like everything in life, it depends on how you talk to people and what mood they are in.

Simply put, threatening to cancel in hopes of getting a better deal *may* get you canceled. Too many customers play the cancellation game trying to squeeze the last free perk or discount out of sprint and *may* find their business is no longer wanted.

Sprint is fighting churn, but at the same point sprint is trying to show a greater profitability. Customers who show lower than expected profit may be looked at as a source of a $200 ETF that would be more profitable than 24 months of their business.

So, tread lightly! No harm in asking for something, but make sure you speak nicely to the rep and don't call in often asking for things. With the new bill system, make sure you don't already have a few perks on your plan or you will probably get rejected.

:wavey:

[He123321]

So, tread lightly! No harm in asking for something, but make sure you speak nicely to the rep and don't call in often asking for things. With the new bill system, make sure you don't already have a few perks on your plan or you will probably get rejected.

:wavey:

Very well put. :tu:

[pja]

Well, like everything in life, it depends on how you talk to people and what mood they are in.

Simply put, threatening to cancel in hopes of getting a better deal *may* get you canceled. Too many customers play the cancellation game trying to squeeze the last free perk or discount out of sprint and *may* find their business is no longer wanted.

Sprint is fighting churn, but at the same point sprint is trying to show a greater profitability. Customers who show lower than expected profit may be looked at as a source of a $200 ETF that would be more profitable than 24 months of their business.

So, tread lightly! No harm in asking for something, but make sure you speak nicely to the rep and don't call in often asking for things. With the new bill system, make sure you don't already have a few perks on your plan or you will probably get rejected.

:wavey:

Dan,

Yea, I am not one of those people who threaten to cancel as clearly I cannot get a better deal elsewhere and know better. My issue is, I guess, that in my mind (and the rep seemed to agree) I had a logical case in my negotiation. I was adding service and willing to give up almost all of my free add-ons in return for a recurring credit (for lesser retail value as compared to the retail price of the freebies I was receiving). The crux of all of this was that the rep literally said she could not add the recurring credit (in ensesmble)to my account due to the NVP discount I receive. Clearly in the past this wasn't an issue and now they have cracked down with the new billing system. I don't think it is worth it for me to even push the issue b/c I do get a good deal with sprint.

[Dan]

Dan,

Yea, I am not one of those people who threaten to cancel as clearly I cannot get a better deal elsewhere and know better. My issue is, I guess, that in my mind (and the rep seemed to agree) I had a logical case in my negotiation. I was adding service and willing to give up almost all of my free add-ons in return for a recurring credit (for lesser retail value as compared to the retail price of the freebies I was receiving). The crux of all of this was that the rep literally said she could not add the recurring credit (in ensesmble)to my account due to the NVP discount I receive. Clearly in the past this wasn't an issue and now they have cracked down with the new billing system. I don't think it is worth it for me to even push the issue b/c I do get a good deal with sprint.

Retention reps can not do that anymore. The only dept that can put a reoccurring credit on your bill now seems to be executive services, and only for things that were promised to you and not delivered.

[SempreGatto]

I called into Retentions the other day for a newish/two month customer to have her plan corrected from a SE 450 to a PP 450 because she never wanted the SE and the rep gave her UL text for $7.50 since she could not find the code/add it back on for $10. Just because so I was like okay. :)

[cberry8703e]

hey everybody this is my first post here but i've been a lurker for sometime since i fell in love with this phone. But anyways last year i got my nephew a phone from sprint when he went away for college in my name. So all he had to do was pay the bill which he did'nt and they cancelled my account so what should i do now since i want to join sprint and get this phone.
So when i pay the bill will i be considered as having a new contract?

[bcaroo]

Now imagine listening to retention people complain all day because they can't just give everything away instead of fixing the issue or standing their ground with people who are just trying to put one over on the company.

The leash got jerked back, and hard. I'm not going to say Sprint shouldn't be able to throw perks to loyal customers from time to time but to give away the farm to people who are never going to be happy until they have free service is ridiculous.

Disappointing that they are powerless. I guess it really doesn't matter if the rep is "nice" or not, the system really does cripple their ability to adjust plans.

As for taking away discounts in the middle of a contract, that is just bad business. If they are no longer offering a loyalty discount stacked with a NVP, then that should be erased at the end of a contract period. Perfectly understandable to want to correct the issue and prevent total discounts in the 40% range, just wrong way to go about doing it if the goal is to avoid dissatisfied customers and keep the churn rate lower. Regardless, I have been with Sprint for over six years (nothing compared to some on here, but still slightly loyal) and will continue b/c they still have the best rates with my current negotiated plan. I guess we'll see how things change going forward.

-Paul

Talk about cripple a system and the ability to adjust plans.... I have been with Sprint for 10 years and recently got onto a family retentions plan. 10 days AFTER it became effective on my account I tried to add lines to the plan under AAP. I found I needed a low cost phone and the best way is AAP. Sprint CANNOT add a line to the plan. Everyone has tried and I mean everyone. I cannot add any lines to my account unless it is a regular plan costing $29.99 per month. They cannot give me a retentions family plan for 2 separate lines - only one family plan per account, no emergency plan lines except $15/75 minutes which does NOT include PCS to PCS. I cannot afford to add two lines at $30 each when they are basically less than 100 minute/month. If they were regular useage lines, I could see paying $30 but since I already have a family plan with 3 lines of which I am the primary user. The ES supervisor said they were constantly revamping their plans and moving towards unlimited plans which eliminates billing problems. I told her Sprint wasn't going to sell unlimited family unless it was extremely reasonable AAP- a family was not going to pay $95 per line.

BTW - my monthly bill is over $100 per month and all three lines are OOC. Basically the ES supervisor told me she hoped I did not leave but there was nothing she and Sprint could do to AAP lines or to add low cost lines. Previously available emergency plan of $10/240 minutes is no longer in system either. :td:

They were so "generous" in giving me a $100 credit after 4 weeks and 11 hours of phone conversation in trying to restore a suspended line. I had an ES rep imply I should be grateful for the $100. Welcome to the new Sprint.

[REDFOCZ]

Wow, were did we learn to read? :laughing: Where are you getting this Discount Codes from? How did we get a job at Sprint, Opps its Sprint we are talking about. :DMan you are a tool, you can keep living in that dream world you are in. I work with this system everyday and know what is working in it and what is not. If you want to tell me I am wrong go ahead, but who is the one at the end of the day that is calling in and asking for discounts on there price plan. I know it is not me :laughing:


Im not saying this trying to be mean, I have no promblem looking to see if the codes you are posting up still work or not, but do not sit there and insult me. It's just sitting on the side of the fince that I am on reading in this forum is kinda funny.

[YankeeFan01]

Talk about cripple a system and the ability to adjust plans.... I have been with Sprint for 10 years and recently got onto a family retentions plan. 10 days AFTER it became effective on my account I tried to add lines to the plan under AAP. I found I needed a low cost phone and the best way is AAP. Sprint CANNOT add a line to the plan. Everyone has tried and I mean everyone. I cannot add any lines to my account unless it is a regular plan costing $29.99 per month. They cannot give me a retentions family plan for 2 separate lines - only one family plan per account, no emergency plan lines except $15/75 minutes which does NOT include PCS to PCS. I cannot afford to add two lines at $30 each when they are basically less than 100 minute/month. If they were regular useage lines, I could see paying $30 but since I already have a family plan with 3 lines of which I am the primary user. The ES supervisor said they were constantly revamping their plans and moving towards unlimited plans which eliminates billing problems. I told her Sprint wasn't going to sell unlimited family unless it was extremely reasonable AAP- a family was not going to pay $95 per line.

BTW - my monthly bill is over $100 per month and all three lines are OOC. Basically the ES supervisor told me she hoped I did not leave but there was nothing she and Sprint could do to AAP lines or to add low cost lines. Previously available emergency plan of $10/240 minutes is no longer in system either. :td:

They were so "generous" in giving me a $100 credit after 4 weeks and 11 hours of phone conversation in trying to restore a suspended line. I had an ES rep imply I should be grateful for the $100. Welcome to the new Sprint.

PM'ing you

[JeffDTD]

This thread is just troubling to me. Someone thats been with sprint 10 years isn't going to weather the idea "sorry, we just can't do what we've done for you for years" very well. The new sprint huh?

The billing system is strict, bla bla bla. Its nextel's billing system, and nextel wasn't discount happy! woot woot for more money! oh yeah sprint, somehow they've gotten a system that isn't discount happy, but they've lost $500 million, and profit per customer is at a new low....

I wonder how many more million have to leave before they will give longtime customers what they have given them for ages? And trying to move customers to everything plans? What about paying 2 or 3 times as much for service for a family plan, when sprint has offered the lowest credit ratings in the industry service, and gas costs $3.78 a gallon, tells sprint people have ANY money to splurge on unlimited calling for the whole family?

if I had 3-5 lines and sprint started this **** with me, I'd likely go to alltell

[He123321]

Man you are a tool, you can keep living in that dream world you are in. I work with this system everyday and know what is working in it and what is not. If you want to tell me I am wrong go ahead, but who is the one at the end of the day that is calling in and asking for discounts on there price plan. I know it is not me :laughing:


Im not saying this trying to be mean, I have no promblem looking to see if the codes you are posting up still work or not, but do not sit there and insult me. It's just sitting on the side of the fince that I am on reading in this forum is kinda funny.


You need to get off that fince, and get on a fence before you fall. :laughing: Calling me a tool because I know what I'm talking about is not to smart, but you do you. :tu:

[bcaroo]

This thread is just troubling to me. Someone thats been with sprint 10 years isn't going to weather the idea "sorry, we just can't do what we've done for you for years" very well. The new sprint huh?

The billing system is strict, bla bla bla. Its nextel's billing system, and nextel wasn't discount happy! woot woot for more money! oh yeah sprint, somehow they've gotten a system that isn't discount happy, but they've lost $500 million, and profit per customer is at a new low....

I wonder how many more million have to leave before they will give longtime customers what they have given them for ages? And trying to move customers to everything plans? What about paying 2 or 3 times as much for service for a family plan, when sprint has offered the lowest credit ratings in the industry service, and gas costs $3.78 a gallon, tells sprint people have ANY money to splurge on unlimited calling for the whole family?

if I had 3-5 lines and sprint started this **** with me, I'd likely go to alltell

No Alltel in my area - we have MetroPCS but I am not going there. I have been approved for 10 lines on Sprint and I pay a decent amount of money considering 2 of my phones each use less than 100 AT minutes per month. The point of AAP is to benefit families instead of adding on full plans for additional users. My son mostly uses night and weekend, texts and pcs to pcs. I am keeping my options open right now - Sprint phone SERVICE has been really stable for me. Needless to say, I am not very satisified right now.
I will be doing additional research/work in the next few weeks.

[Dano959]

... about is not to smart, but you ...

to smart, or TOO smart? When you call somebody out for their spelling, it's best to make sure yours is correct, first....... :ohcrap:

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