Wow! Retention dept just canceled

[bimmer10]

I was quite surprised how the young girl handled my phone call. I was within the 14 day trial period using the Treo 650 w/ the Fair and Flex 700 minute plan, unlimited Vision, Unlimited text, insurance. I called *2, said "cancel". My intension was to see if Sprint would match my current 1000 minutes that I have on my Tmobile service, or to see if Sprint would match the Amazon cost of the Treo at $319.00. When the Rep took my call an I said I may be interested in canceling service since I am still in the trial period but I would like to discuss 2 questions, she said hold on, then within about 5 seconds told me my "service had been canceled and to please return the Treo so that I would not be charged full price for it." And she hung up!

Wow I thought retention would have at least asked me why I was considering canceling my service. Caught me by surprise.

[mcurtiss1970]

no more free lunch

[NewYorkerOzzy]

Good for Sprint!

If you love your T-Moile plan so much than stay with T-Mobile. You knew perectly well before you signed up Sprint's rates. If you like the service keep it and pay for it.

I really don't understand this "if i don't get a good deal" i am switching mentality.

[lennyj17]

Let that be lesson folks for those who call retention or sprint every 2 weeks to get a better rate. So lets see we had one who Sprint cancelled his services b/c of abusing the dropped call credit and now we have one that was trying to run game on them and they got the last laugh.......... :lol:

[bimmer10]

Its funny how things are in this forum. I was simply posting a situation with retention, everything I learned about working with retention to get the best deals with Sprint was learned here! But all of a sudden people here have the holyer than god attitude? Please, I learned all the "retention" tricks from this board! The fact of the matter is I was going to stay with Sprint. So now no big deal. I return the Treo, get my $477.00 dollars back minus my activation fee. I go to Amazon and get the Treo for $319.00 after rebates and Im still ahead of the game.

Jeez lighten up.

[urbancontra]

um..yeah...

thanks for letting us know.

[SLDNchick]

Everyone on the board doesn't agree with people playing games with retention to get a better deal - that's why you've received this kind of response. Those who don't agree are speaking up, and glad that Sprint is sticking to their guns. You've now seen both sides of the board - those who play with rentention, and those who don't think it's right to play with retention.
You've made their point exactly - you were going to stay with Sprint anyway, so you really didn't need to call retention. It's for people who are leaving Sprint...
There are plenty of people here and elsewhere who do abuse retention, and that makes it harder for those who really are going to cancel to get those little perks that might make them stay.

[don56]

I would just about bet also that if you buy the treo through Amazon and try to call to activate again, they will say "We just cancelled you recently, goodbye."

[NewYorkerOzzy]

Its funny how things are in this forum. I was simply posting a situation with retention, everything I learned about working with retention to get the best deals with Sprint was learned here! But all of a sudden people here have the holyer than god attitude? Please, I learned all the "retention" tricks from this board! The fact of the matter is I was going to stay with Sprint. So now no big deal. I return the Treo, get my $477.00 dollars back minus my activation fee. I go to Amazon and get the Treo for $319.00 after rebates and Im still ahead of the game.

Jeez lighten up.

I am no corporate defendor, but your ations are plain wrong. True, you did learn all your retention tricks on this board, but that does not mean we all agree with it. I have read the same retention stuff you have, yet i have never called sprint threatening to cancel.

Do you like the service you are receiving from Sprint PCS? If so, why not pay the price you agreed and signed on to in the first place? I guess that's too much to ask for. :eyeroll:

[bimmer10]

Ok I did not intend to ruffle everyones feathers here, as I said in my first post I had 2 questions to ask and I was only considering canceling. My complaint was regarding her actions in not even listening to those 2 questions. Just goes back to CS level at Sprint I guess. Did I like the service? Yes however I am a heavy data user and all my calls were going straight to voicemail when I was using the web or emailing. In regards to the question on price matching Amazon, I don't see anything wrong with price matching.
My second post was based on the initial replys to my post where everyone here thought I was trying to scam something out from Sprint. its obvious that the CS's quick actions were not called for.

[al3azim]

Ok I did not intend to ruffle everyones feathers here, as I said in my first post I had 2 questions to ask and I was only considering canceling. My complaint was regarding her actions in not even listening to those 2 questions. Just goes back to CS level at Sprint I guess. Did I like the service? Yes however I am a heavy data user and all my calls were going straight to voicemail when I was using the web or emailing. In regards to the question on price matching Amazon, I don't see anything wrong with price matching.
My second post was based on the initial replys to my post where everyone here thought I was trying to scam something out from Sprint. its obvious that the CS's quick actions were not called for.


If you think the CS did you wrong, then you should call back and ask for a supervisor and tell them that you were not treated right by a rep. Talking to them nicely and explaining the situation might help. Worth a shot.

[bimmer10]

Haha, too much. And a happy thursday to all!!!

[bimmer10]

I have done just that they were great about it. Once again didn't want to rub people the wrong way here. Peace!

[Ted]

hey now there's no call for name calling! at least can we have a reprive from it today in honor of my birthday?

[donC]

Yeah, I called retention a few weeks ago to ask the following question, do I really have to add $15 a month for vision to my $40 plan just to qualify for the rebate (that's what a regular cs rep told me) But the first thing out of the reps mouth was "So, you're threatening to cancel if we don't give you a free phone?!" and I'm like chill, I just want to know what my options are. Eventually he gave me the $10 vision plan. This is perhaps the third time I called retention in five years. The last time (2 1/2 yrs ago) they were much more civil.

[MsRandall]

Passing out valiums and drinks....sheesh


The OP tested the water like many people have here on this forum from time to time...Not wrong not right and certainly not the END OF THE WORLD...Sprints retention dept is calling peoples bluff now so wait awhile to try it again

[bimmer10]

hey now there's no call for name calling! at least can we have a reprive from it today in honor of my birthday?

And a very Happy Bday to you!

[urbancontra]

HAPPY BIRTHDAY TED!!!

bimmer10-I was only joking around..internet sarcasm, ya know?

[bimmer10]

HAPPY BIRTHDAY TED!!!

bimmer10-I was only joking around..internet sarcasm, ya know?

Not for nothing, but throwing Hitler and Nazi references are a bit passed by internet sarcasm level.

[kehanra]

I would just about bet also that if you buy the treo through Amazon and try to call to activate again, they will say "We just cancelled you recently, goodbye."

Nope, they will activate that happily, Spritn makes next to nothing on the phones, if he wants service, they will give it to him.

[outofgum]

There's no such thing as rentention if you are in the 14 day period. Retention is to retain people who's contract has ended, not people who's contract has not even begun.

[ctnchrisw]

wait... you just signed up and got the treo? So in other words, you are nothing to them. Retention is for folks who have been with sprint for a while, not for getting deals because you want it.

[Guy]

wait... you just signed up and got the treo? So in other words, you are nothing to them. Retention is for folks who have been with sprint for a while, not for getting deals because you want it.

Exactly. Sprint is not going to give you a deal if you're within the first 2 weeks of service. I heard of people getting retention plans within the first few months of service a long time ago, but maybe Sprint is done doing that too. I think it's good that they are discontinuing the awarding of retention plans to non-deserving parties. That practice lowers the value and image of their services.

[jgallandt]

Wirelessly posted (Sanyo MM7400: Mozilla/4.0 (MobilePhone MM-7400/US/1.0) NetFront/3.1 MMP/2.0)

Not Going To Fault Someone For Trying To Get A Brake. Sprint's Not Poor Or Hurting For $. And They Will Not, Retention Or No Retention, Give You A Plan They Will Loose Money On.

[shumacher]

Eh, middle of the road here. Retention is there to retain people. They're most useful to keep people who are out of or nearly out of contract and to keep people that are likely to leave regardless of contract, but are valuable enough to want over an ETF.

Another way of saying it, is that retention deals are to good business. After all, keeping customers that have proven themselves profitable is always good business.

If you sign a contract with Sprint, and decide later that you'd like to cancel, is it fair for you not to expect an ETF? Nobody forced you to sign, you agreed to an ETF, so an ETF is fair.

If Sprint offers you a deal through retention, and you accept that deal, isn't it the same thing? Sprint authorized their retention rep to give out retention deals. The retention rep gave you a deal. You accepted. They didn't have to give you the deal, they weren't forced. They have millions of other customers.

I just think Sprint simply would not offer the retention plans unless they felt the plans were better for their business.

So, asking Sprint for a deal doesn't seem morally wrong. My one exception would be for lying. In my mind, lying is immoral.

I'm on a retention plan, and I didn't get it by lying. Money was tight, and I called *2 to ask about alternative plans that might lower my rate. I was five months into a 1 year agreement. The rep explained a few plans, told me about my recent usage, and then told me that I might be able to do better with someone in the cancelations department. I told the person in cancelations that I was just looking for a plan to lower my bill a few dollars a month to make it easier to pay. I didn't intend to leave, and I never told anyone I did. They gave me a $40/month 750 min plan with 8pm n&w with a 1 year contract.

I challenge those against calling retention to have a problem with my plan and the way it was obtained. I'd imagine most would support it.

[Bohemian Iconoclast]

Not for nothing, but throwing Hitler and Nazi references are a bit passed by internet sarcasm level.


....*way* past sarcasm... :eyeroll:

[shumacher]

....*way* past sarcasm... :eyeroll:
As an online discussion grows longer, the probability of a comparison involving Nazis or Hitler approaches one. -Mike Godwin

[Bohemian Iconoclast]

As an online discussion grows longer, the probability of a comparison involving Nazis or Hitler approaches one. -Mike Godwin

Godwin's Law....man after my own heart.....

You can count on it almost as well as Moore's Law and Murphy's Law. ;)

[Dan]

I agree with schumacher. Retentions IS there to retain people and some people have front line reps that will send you there and tell the rep to try and work with you. I had no idea what dept my person was sending em to after I called about PRL updates and shytty service.

Should I be ashamed over cutting my bloated $110/month bill in half? Realistically when I add back Vision on the main line, im getting $30/month off for giving back 1000 minutes and getting my nights at 7 instead of 9. Fair to me and to sprint.

Retentions and the business discount can both be abused as we have found from the business discount listings. I have been given the 3rd degree by 2 reps asking me about my NYS employee discount and I calmly explained why I have it. Basically told them that the rep that put it on said we qualify as shes a student nurse and does go into a state owned hospital so she qualifies as an employee. 15% state and 5% "loyalty" discounts is 20%, same as cingu/ATT were offering the students so I dont feel bad about that either!


The OP should not have been turned off if he said he was thinking of canceling service. I called and said cancel service and got a regular rep, and i was very serious about doing it too. She asked me why and when I explained it she took care of my concerns without offering me the store, and I was still in my 14 day trial. Guess its luck of the draw?

[joe123]

Wow I thought retention would have at least asked me why I was considering canceling my service. Caught me by surprise.

I have been with Sprint for 5 years and have made several hundred calls to Sprint, so I have quite a bit of experience here.

When I call retention, I alway say I am *THINKING* of canceling due to x,y reasons. I have had reps who immediately try to cancel my service and others (majority) who will try to give me a better deal.

You sound unexperienced. Learn from your mistakes. I have given Sprint SH*T one time the canceled my service when I clearly said "THINKING of canceling". They apologized and gave me a great deal.

Learn the ropes before you cry.
:hee:

[jdl1219]

I think that SPCS has directed Retention (& stores) to toughen up. Has anyone else seen this?

My experience is that I wanted to get a NTY rebate three months early and commit five lines to two years. Through e-mail they would only agree to 50% of the rebate. I’ve been a regularly paying customer for two years. Was my request unreasonable?

[joe123]

I think that SPCS has directed Retention (& stores) to toughen up. Has anyone else seen this?

My experience is that I wanted to get a NTY rebate three months early and commit five lines to two years. Through e-mail they would only agree to 50% of the rebate. I’ve been a regularly paying customer for two years. Was my request unreasonable?

I just re-negotiated my plan after 8 months into a 2 year agreement with Sprint Retention. They were nice and pleasant to deal with. Always start by saying that you are THINKING of canceling. :hee:

By the way, I have the upper hand. I bought 4 phones at $250 bucks each from Costco - I can get 1 grand back if Sprint cancels my service. Yes, I already got the phone rebates :D

[NewYorkerOzzy]

Eh, middle of the road here. Retention is there to retain people. They're most useful to keep people who are out of or nearly out of contract and to keep people that are likely to leave regardless of contract, but are valuable enough to want over an ETF.

Another way of saying it, is that retention deals are to good business. After all, keeping customers that have proven themselves profitable is always good business.

If you sign a contract with Sprint, and decide later that you'd like to cancel, is it fair for you not to expect an ETF? Nobody forced you to sign, you agreed to an ETF, so an ETF is fair.

If Sprint offers you a deal through retention, and you accept that deal, isn't it the same thing? Sprint authorized their retention rep to give out retention deals. The retention rep gave you a deal. You accepted. They didn't have to give you the deal, they weren't forced. They have millions of other customers.

I just think Sprint simply would not offer the retention plans unless they felt the plans were better for their business.

So, asking Sprint for a deal doesn't seem morally wrong. My one exception would be for lying. In my mind, lying is immoral.

I'm on a retention plan, and I didn't get it by lying. Money was tight, and I called *2 to ask about alternative plans that might lower my rate. I was five months into a 1 year agreement. The rep explained a few plans, told me about my recent usage, and then told me that I might be able to do better with someone in the cancelations department. I told the person in cancelations that I was just looking for a plan to lower my bill a few dollars a month to make it easier to pay. I didn't intend to leave, and I never told anyone I did. They gave me a $40/month 750 min plan with 8pm n&w with a 1 year contract.

I challenge those against calling retention to have a problem with my plan and the way it was obtained. I'd imagine most would support it.

What you described here is much different than people calling Sprint saying they will cancel knowing well ahead they won't.

[Cheatachu72]

taken from "How to win an internet arguement" at http://www.somethingawful.com/articles.php?a=2715 :

4) AT SOME POINT IN TIME, CLAIM THE OTHER PERSON IS A NAZI. Every, and I repeat EVERY Internet argument should involve at least one comparison to either Hitler or the Nazis. This is one of the most basic requirements of an average Internet debate, and although ignorant outsiders may find it silly to compare a person arguing on the Internet with an individual responsible for the execution of millions, this action represents one of the most traditional pillars of every online debate. The earliest recorded instance of the infamous "Nazi clause" can be traced to Greg "suprsk8r" Henderson, who used Q-Link in July of 1986 to call Alex "Dr_Millions" Wilson "the Adolf Hitler of preseason NCAA fantasy league basketball" over People Connection.

FLAME: uhhhhhhhhhhhhhhhh no i dont think taht GI Joe could beat the Transformers in a battle cuz Optomus prime would like totally kill the **** out of duke and waht do u know about anything anyway u reteard

INCORRECT RESPONSE: Dear Internet cur, I'll have you know that your churlish actions and replies reek of an insolent ignoramus! Why, upon reading your cretinous claim, I let out a mighty scoff and nearly choked upon my brandy!
CORRECT RESPONSE: *** U HITLER!!!

[Jason]

just call them back up, and ask them for a retention plan. All this ridiculous talk that people posts on these boards. We're consumers, we want the best price, if someone is getting a lower one, we want it too. Just call and ask, tell them your friend is on it, you'd like it to. They'll give it to ya.

[Dan]

just call them back up, and ask them for a retention plan. All this ridiculous talk that people posts on these boards. We're consumers, we want the best price, if someone is getting a lower one, we want it too. Just call and ask, tell them your friend is on it, you'd like it to. They'll give it to ya.

Wouldnt hold my breath on getting the "better price" when your still inside of 14 days as a sprint customer! The OP has no $'s with sprint, which is how they decide on retaining a customer. He stated he said he was thinking about dropping sprint and they dropped him, plain and simple.

The fact that he said he was thinking about it and that he didnt say he WAS going to leads me to believe that they will do something to help him out, if not he didnt ask to be dropped technically and could argue that the rep was unwilling to answer a couple basic questions.

Funny thing is, he most likely talked to a regular rep and that person was the one that turned him off, as you dont get routed to retentions by claire, you get routed there by the 1st rep that talks to you.


O well, he's got a call to make and see what they decide they want to do!

[Dan]

I have done just that they were great about it. Once again didn't want to rub people the wrong way here. Peace!



what was the result then? Sure we would all like to know! ;)

[Bohemian Iconoclast]

taken from "How to win an internet arguement" at http://www.somethingawful.com/articles.php?a=2715 :

4) AT SOME POINT IN TIME, CLAIM THE OTHER PERSON IS A NAZI. Every, and I repeat EVERY Internet argument should involve at least one comparison to either Hitler or the Nazis. This is one of the most basic requirements of an average Internet debate, and although ignorant outsiders may find it silly to compare a person arguing on the Internet with an individual responsible for the execution of millions, this action represents one of the most traditional pillars of every online debate. The earliest recorded instance of the infamous "Nazi clause" can be traced to Greg "suprsk8r" Henderson, who used Q-Link in July of 1986 to call Alex "Dr_Millions" Wilson "the Adolf Hitler of preseason NCAA fantasy league basketball" over People Connection.

FLAME: uhhhhhhhhhhhhhhhh no i dont think taht GI Joe could beat the Transformers in a battle cuz Optomus prime would like totally kill the **** out of duke and waht do u know about anything anyway u reteard

INCORRECT RESPONSE: Dear Internet cur, I'll have you know that your churlish actions and replies reek of an insolent ignoramus! Why, upon reading your cretinous claim, I let out a mighty scoff and nearly choked upon my brandy!
CORRECT RESPONSE: *** U HITLER!!!


Q-LINK!!! Been a decade since I thought of them...

We had our warning how bad AOHell would be....those of us with Commodore 64s remember it well....

[shumacher]

Q-LINK!!! Been a decade since I thought of them...

We had our warning how bad AOHell would be....those of us with Commodore 64s remember it well....
Wow, me too. I thought it was neat that they would send you a disk for free... Of course, they were absorbed into AOL, and when AOL was playing the free disk game, I became considerably less impressed.

I never did get Q-Link to work with my modem...

[Bohemian Iconoclast]

Wow, me too. I thought it was neat that they would send you a disk for free... Of course, they were absorbed into AOL, and when AOL was playing the free disk game, I became considerably less impressed.

I never did get Q-Link to work with my modem...

...actually, Quantum Computer Services *became* AOL....just a reorganization....

What got me was they refused to upgrade to 2400 baud (when everyone was using 9600 or greater)...

[g4lt]

Everyone on the board doesn't agree with people playing games with retention to get a better deal - that's why you've received this kind of response. Those who don't agree are speaking up, and glad that Sprint is sticking to their guns. You've now seen both sides of the board - those who play with rentention, and those who don't think it's right to play with retention.
You've made their point exactly - you were going to stay with Sprint anyway, so you really didn't need to call retention. It's for people who are leaving Sprint...
There are plenty of people here and elsewhere who do abuse retention, and that makes it harder for those who really are going to cancel to get those little perks that might make them stay.


Of course, gaming retention mightn't be necessary if the normal service reps could give good deals to people who ask, or the fact that you can only get a service rep that actually helps you approximately 1/3 of the time... Frankly, I didn't WANT to go to retention the one time I did, I wanted to keep service, I just wanted to replace my damn kyo 2255 with the broken screen, and I really didn't see much point in buying a new handset for a systemic issue with said kyocera.

[joe123]

Frankly, I didn't WANT to go to retention .

Keep in mind that that a lot of SPRINT EMPLOYEES post here. Don't fall for their guilt trip or BS. They have no morals.

Always look out for your best interest. Be nice and civil to the Sprint people when you call, but BE PERSISTANT. I cannot tell you how many things (extras) I have gotten by simply asking OVER AND OVER AGAIN. KEEP AT IT. Sometimes it takes months of calls, but it pays off. :hee:

[Cheatachu72]

Keep in mind that that a lot of SPRINT EMPLOYEES post here. Don't fall for their guilt trip or BS. They have no morals.

Always look out for your best interest. Be nice and civil to the Sprint people when you call, but BE PERSISTANT. I cannot tell you how many things (extras) I have gotten by simply asking OVER AND OVER AGAIN. KEEP AT IT. Sometimes it takes months of calls, but it pays off. :hee:

thank you for the lecture on morals......could you tell me about ethics too sometime?

:joy:

[joe123]

thank you for the lecture on morals......could you tell me about ethics too sometime?:joy:

Sure thing.

When someone screws you, like Sprint trying to Screw you, you can take one of several steps:

[BAD METHOD] While protecting yourself, being rude and nasty to the Sprint employee who has nothing to do with the program. Yeling at them, making them feel bad, etc.

[GOOD ETHICAL METHOD] Protect yourself ALWAYS. When you are GIVIEN SH*T, dont do the same. Be kind BUT BE PERSISTANT and keep after Sprint until you are given a deal just like they are giving OTHERS having same account setup.
Never loose your temper, never give up.

[EVIL METHOD] Try to make others feel guilty for protecting themselfs against SH*T. Use the guilt trip, tell them they are not worthy of getting a better deal, but others do - specially those paying the same with less years with Sprint.

Does this help? Do tell.

[g4lt]

thank you for the lecture on morals......could you tell me about ethics too sometime?

:joy:


ethics? From SPRINT?! :hee: Just remember, in order to EXPECT something, one must show it. the fact that IME appromately 66% of the sprint reps are useless and serve only to waste customers time instead of resolving issues, AND THE FACT THAT THE RATIO CONTINUES UNABATED implies that the ethical lessons need to be applied in some coprorate offices first

[shumacher]

I'm generally nice to the reps. I had a great experience with a rep a year ago, where she called all the stores in my area to locate some part I needed. She had contact names and everything. The best part, was it was a connection card, and she was a regular rep. I've been trying to get a great experience like that since, and it just hasn't happened.

I think the only time I've been a real problem to a rep is on one or two cases when they've told me things that are flat wrong. I know I could call again, wait through hold and get another rep who should know the right answer, but when I have a rude person giving me wrong information, my principals overcome my common sense. I'm still not rude, I just tell them "Actually, while you said x, I know y to be the case."
They tell me things like "I've been doing this for years." "I'm quite expert with this." and that sort of thing. I'll reply with "I can appreciate that, however, that does not address y being the case."

I just remain steadfast.

I've never used language and I've never raised my voice to a rep.

The worst call ever, I think the issue was an ETF mistakenly charged to me when I had the number changed on a new line of service. I think some reps aren't allowed to hang up calls. She kept telling me the charge was correct, and I simply reminded her that an ETF could not be charged in this case. She eventually shouted "Fine!" and the line went silent. I held for about ten minutes, no music, no sound, and she came back and she started pleading with me to hang up, and that she wasn't able to reverse the charge. She told me that she would have reversed it, as it would be easier than dealing with me. I finally gave up, called back, the second rep told me straight away that the charge was bad, that he couldn't issue a refund, but his supervisor would, and that I could expect a call in a couple of hours confirming the credit. A couple of hours later, I got the call and all was well.

[joe123]

I never really understand when people pitch for a corporation instead of the consumer.

The only time this has made sense, is when the person acting as a regular person is really a Sprint employee or a person wanting to get a job at Sprint.

[PCSRepGirl]

[B][COLOR=Magenta]Keep in mind that that a lot of SPRINT EMPLOYEES post here. Don't fall for their guilt trip or BS. They have no morals.

Ok, thanks a lot for huge generalization.

Actually, there's quite a few of us on this board. We all have morals. We're here to help you with your questions. Can't help it if you don't always like our answers. I don't work for Sprint anymore, b/c they closed my call center. Just like I do here, I shoot straight, I don't tell you something b/c I know it's what you want to hear. I'm honest, and I don't BS people. This does not mean I lack morals. However, you are entitled to your opinion, even if it's offensive.

[Dan]

Ok, thanks a lot for huge generalization.

Actually, there's quite a few of us on this board. We all have morals. We're here to help you with your questions. Can't help it if you don't always like our answers. I don't work for Sprint anymore, b/c they closed my call center. Just like I do here, I shoot straight, I don't tell you something b/c I know it's what you want to hear. I'm honest, and I don't BS people. This does not mean I lack morals. However, you are entitled to your opinion, even if it's offensive.


Some people believe all companies have a huge conspiricy against their customers. Sprint may be sliding down hill on customer care, on the consumer side they are in my opinion, but its due to closing domestic call centers and sending the calls to people you cant understand and dont understand you.

Never had any problems myself with sprint employees on these boards, well other than you all dont like retentions being abused by customers who have no intention of leaving. But thats not really a problem! The funny thing would be more people calling up saying they want to cancel and sprint showing them how little value they have as customers by just saying "OK, when do you want service turned off?"

The only problem with what happened to the OP in my opinion, if he is representing himself truthfully, is that he said he was thinking about switching / canceling and the person didnt confirm his intention to do so before turning him off.


P.S. Have you thought of a new name yet or just keeping this one? Hope you find a new job soon :)

[PCSRepGirl]

P.S. Have you thought of a new name yet or just keeping this one? Hope you find a new job soon :)

I might change it; I haven't really thought about it much. I was waiting till I made the final decision on whether or not I was going to transfer to Charlotte or not; plus I was checking into Sprint retail here in Nashville. Yeah, I hope I find something soon too; I'm looking but I'm also enjoying my break!

[Dan]

I might change it; I haven't really thought about it much. I was waiting till I made the final decision on whether or not I was going to transfer to Charlotte or not; plus I was checking into Sprint retail here in Nashville. Yeah, I hope I find something soon too; I'm looking but I'm also enjoying my break!

Enjoy it, I hope you find something you will enjoy. working in a store could be fun, espically the look on the face when you know that someones trying to run a scam on you and you call them on it! :furious: :eyebrow:

They give you the employee discount for a while I hope?

[ocelectroboi]

Im starting to enjoy this thread even more now. Please keep on its rather entertaining listening to your views and comments. :hee:

Im on your side! Most but not all, the people on this site annoy the hell out of me, and yet there are others that are a great help! Thanks for sharring with me.

[joe123]

However, you are entitled to your opinion, even if it's offensive.

I don't like to offend anyone in general, specially honest folks.

Telling the truth, or seeking the truth can sometimes offend people.

In relation to this topic, Sprint's policy is to squezze out as much money as they can OUT of me. My policy is to RETAIN as much of my money as I legally can. This now presents a conflict.

Sprint has no policy with regards to how many times I can ASK them for a better plan / services or lower pricing. If I see that someone else gets a better deal than I who pays about the same as I do, it is im MY interest to SEEK that better plan.

Some people here will try to GUILT others into not seeking a better plan for themselfs - those are the Sprint employees or Sprint wanabes I am refering to and it is disgusting! SHAME ON THEM.

I feel quite good about calling Sprint seeking better plans/incentives so long as I do it in a profesional manner - this means being civil and respectful to the Sprint reps when I call them. When the Sprint reps are nice, I go the extra mile to tell them how nice they have been even as they deny my request. My request being turned down (or not) has NOTHING to do with how we treat each other.

If on the other hand, a Sprint rep is being rude, changes an option on my account which I never authorized to hurt me, etc, I can become very rude and nasty and creativily bad. :evil:


Does this make any sense to you?

[PCSRepGirl]

Yes, I do understand. It's not right for anyone to be rude to a customer; Sprint or not. I think about this everytime I'm on the phone w/ people where I'm the customer. When I'm on the CS side of the phone, I treat my customers like I would want to be treated on their side; whether I can or can't give them what they want. I'll admit I have gotten testy with some of my customers, but never "rude", and it usually happened after I told them over and over the same thing, and they just refused to listen. I didn't sugar coat things, I didn't lie to people just to shut them up. I used what I knew I could do within limits; if that worked for you then great. If not, then fine too. I had to ask "are you satisfied with the level of my service today?" after every call per call flow rules. I can tell you there were a few times where I didn't bother, in all honesty, because I knew the answer would be no. However even on these calls I was not rude. There was just no satisfying the customer no matter what I did. There were only a handful of these though, a week, out of 400 calls. Overall, I had many commendations; so there are ways to not be rude even if you can't change anything.

Sometimes, though I think some of the customers will call you rude, no matter how nice you were, simply because they didn't get what they wanted.

I have learned that cellular is an industry like no other. Everyone wants more for less, and thinks that whatever they're doing they're entitled to get it. Maybe because they pay their bill on time every month or whatever? Let me tell you - Nashville Electric sends me a bill every month which says "You pay your bill on time every month and we thank you" (Its paid as soon as I get it). Does this mean I can call them up and expect a free month of service or lower rates? Nope! This means that my lights stay on all the time, and I get the service I'm paying for.

Now, yes I know - cellular is different than electric as the plans are forever changing. However, just b/c one person has something doesn't mean another should just automatically have it. So for someone to call up argue or haggle is ridiculous. Working in retention, I heard it all. Unfortunately, I got the bad luck of having to tell people something the last person offered them isn't available; because again, I told the truth, to the best of my ability. This misinformation is not only specific to Sprint. It just happens that Sprint may be all one knows about, because they don't have consistent dealings with another company to compare to.

Anyways, that's enough of that rant LOL. I don't even work for Sprint anymore.

[joe123]

Now, yes I know - cellular is different than electric as the plans are forever changing.

Yes, I can see how that line of work can be very frustrating. That is why I always give a compliment and high score to the reps when they ask me if I am happy with the level of service they provided today. I did not get what I wanted, but I did get excellent service.

You gave an example of your utility bill and how you dont normally think of going to them asking them for a better plan. As you noted above, the electric company and a cellular company have extremlely different rules.

The electric company, for example, has well known rules, written rules/plans, very litlle is hidden and why you don't have so many people mad at them. If I am disabled, I know exactly the type of discount I can get from the electric company, etc.

With the celluar business, THEY keep changing the plans on a frequent basis. To make things worse, they have SPECIAL deals which are even UNKNOWN to some reps, let alone the general public. A retention rep will have different imformation than a regular rep. When you put all this gothether along with a site like this to EDUCATE the public, you get what we have today. A mess.

So, as long as Sprint (and others) keep creating SPECIAL rules & plans and making these plans UNKNOWN to the general public unless one inquires, it leaves me no choice but to SEEK these plans - yes, this means having to call Sprint.

Unfortunately, at a SIGNIFICANT cost to Sprint, I am left with having to check with Sprint every so often. As I mentioned before, I use my commute time to/from work to call Sprint almost every day, asking/seeking what better plan there is, or can I get this or that for free. I have been AMAZED by the answers. Some reps have giving me things for free even things I didn't ask for, while others tried to make me feel guilty for the asking *and* were rude.

So the moral of the story I learned: KEEP CALLING SPRINT and eventually you will get better deals, deals others are already enjoying. Yes, always be nice, always be professional and polite. BUT KEEP ASKING :hee:

P.S. No, Sprint cannot cancel my contract for me asking for better deals. Original title of this subject.

[Nugo]

She kept telling me the charge was correct, and I simply reminded her that an ETF could not be charged in this case. She eventually shouted "Fine!" and the line went silent. I held for about ten minutes, no music, no sound, and she came back and she started pleading with me to hang up

Shumacher, she should have been fired. Therein lies one of the problems with CS today at Sprint--there is not enough monitoring, feedback, and correction. They train them for a little while and turn 'em loose on the floor. The call monitoring is probably minimal, and if it isn't, that's scarier yet--that means the supervisors are ok with this type of behavior.

Yesterday, I called in to address my PCS mail login problem from the phone, and the guy was really nice--they had scheduled my Media Package to be terminated in early April (at the end of the two month period) and the Vision Pic. Pack to take its place. This guy insisted that he could go ahead and make it happen now--I just didn't care, and he was really nice but just insisted on "fixing" this--so I just let him. Now, of course, I can't check my stuff online (ugggh) but I guess that would have happened in April anyway.

Basically, that situation suggests that I'm far more willing to deal with a Rep. at any knowledge level, as long as they are at least semi-professional, vs. a know-it-all rep. (or worse) that has an attitude.

[LU22]

Sprint can drop you if they feel your not making them money. This guy, for whatever reason, got told by sprint they wouldnt be his company anymore:

http://www.sprintusers.com/forum/showthread.php?t=60635

[shumacher]

Shumacher, she should have been fired. Therein lies one of the problems with CS today at Sprint--there is not enough monitoring, feedback, and correction. They train them for a little while and turn 'em loose on the floor. The call monitoring is probably minimal, and if it isn't, that's scarier yet--that means the supervisors are ok with this type of behavior.

Yesterday, I called in to address my PCS mail login problem from the phone, and the guy was really nice--they had scheduled my Media Package to be terminated in early April (at the end of the two month period) and the Vision Pic. Pack to take its place. This guy insisted that he could go ahead and make it happen now--I just didn't care, and he was really nice but just insisted on "fixing" this--so I just let him. Now, of course, I can't check my stuff online (ugggh) but I guess that would have happened in April anyway.

Basically, that situation suggests that I'm far more willing to deal with a Rep. at any knowledge level, as long as they are at least semi-professional, vs. a know-it-all rep. (or worse) that has an attitude.



Actually, that rep was a supervisor. :eek:

[PCSRepGirl]

Actually, the monitoring system leaves something to be desired. Yes, not all calls are monitored; just randomly for quality assurance purposes. There was really a couple types of monitoring. There was the calls the TLs monitored thru Witness, where they looked into making sure everything was done properly AND the customer was dealt with properly. If you were good with the customer, but made some little mistake, you pretty much got a hit on that call (unless you failed to maximize/sell) and then it was an automatic miss. Then there was the quality assurance monitors, which as time came closer to us being laid off, it seemed like it was getting much more strict; but not in the way it should have been. It was more aimed at internally whether we were doing things right (ie, using the right system, not reading email on a call, doing things in a timely manner); really, almost nothing which concerned the customer; I mean, when you get marked down for typos in the notes LOL theres a problem. So this among other things is why there's such a problem with the reps.

[leaving_ash]

I may be mistaken but a cust in the trial period with no known $ score is to be treated wrt ret. as though they are a high priority case. Correct me if I'm wrong. Regardless, there may have been other things going on wrt to the account that you and we may not be aware of.
In reply to the monitors, pcsrepgirl, I got a couple back that indicate I never ask for the customer's name/password. In these cases the names on the account were Ali Al-Sadar and Sventerson (names were changed to protect the innocent but they were both so uncommon that I still remember them) which I specifically recalled asking for. Another time I was marked for saying "Just a moment," to break up dead air. Was told "just a moment" is not sufficient. So I began to say other things and I was marked off later for "being to chatty." All of this left me dissillusioned with the whole company. They hand me monitors, I turn a page, sign, and hand them back.

[LU22]

This the Sprint way of getting rid of "good" reps and keeping more business going to the call centers out of the USA?

Its funny you talk about the name on account and password; I have actually gotten in the practice of giving PCS number, my name, account name and password right up front so theirs no problem! Seems to be info that they need for each call, so I'll save you some talking and just give it to ya so we can get down to the purpose of the call :)


Also, does Sprint "monitor" calls that go over a certain time? I had a rep mention that to me once, saying perhaps her supervisor has picked up the line as the call had gone over 30 minutes trying to correct a few issues



I may be mistaken but a cust in the trial period with no known $ score is to be treated wrt ret. as though they are a high priority case. Correct me if I'm wrong. Regardless, there may have been other things going on wrt to the account that you and we may not be aware of.
In reply to the monitors, pcsrepgirl, I got a couple back that indicate I never ask for the customer's name/password. In these cases the names on the account were Ali Al-Sadar and Sventerson (names were changed to protect the innocent but they were both so uncommon that I still remember them) which I specifically recalled asking for. Another time I was marked for saying "Just a moment," to break up dead air. Was told "just a moment" is not sufficient. So I began to say other things and I was marked off later for "being to chatty." All of this left me dissillusioned with the whole company. They hand me monitors, I turn a page, sign, and hand them back.

[PCSRepGirl]

I may be mistaken but a cust in the trial period with no known $ score is to be treated wrt ret. as though they are a high priority case. Correct me if I'm wrong. Regardless, there may have been other things going on wrt to the account that you and we may not be aware of.
In reply to the monitors, pcsrepgirl, I got a couple back that indicate I never ask for the customer's name/password. In these cases the names on the account were Ali Al-Sadar and Sventerson (names were changed to protect the innocent but they were both so uncommon that I still remember them) which I specifically recalled asking for. Another time I was marked for saying "Just a moment," to break up dead air. Was told "just a moment" is not sufficient. So I began to say other things and I was marked off later for "being to chatty." All of this left me dissillusioned with the whole company. They hand me monitors, I turn a page, sign, and hand them back.

As far as the trial period goes and coming to us in retention or not, it depended on what day it was and who you talked to LOL. Basically, theres nothing retention could do for them, as you have to have service 6 months or more by rule to have a retention plan. Therefore, a regular rep could have technically canceled the 14 day people. On the other side of that thiough, they told reg reps not to cancel 14 days so they came to us.

As for the monitors, yeah I know what you mean about disillusionment. It was hard walking that fine line between dead air and too chatty. I guess it all came down to whether you met your AHT goals or not.

[uky2148]

I personally think everyone should work in retail or a call center for one week and see how they like when a customer calls/comes in *****ing before so much as hello gets out of your mouth. They problem may be with the comapny, not the individual.

[joe123]

Sprint can drop you if they feel your not making them money. This guy, for whatever reason, got told by sprint they wouldnt be his company anymore:
http://www.sprintusers.com/forum/showthread.php?t=60635

That is PURE BULL. Not true.

As a Sprint Rep said in that threat and I quote
".... I work for sprint cs and i have NEVER in all my four years heard of any customer being dropped for repeated calls to us , having a low plan or using the automed system to get dropped call credit. the only time sprint drops customers that i have ever seen is if 1) they request it (2 they dont pay thier bill for a while or a lot of checks bounce or (3 if there is some sort of fraud issue"

Also, as I have stated in other posts, Should Sprint cancel my contract, I will immediately get 1,000.00 bucks back from Costco as I take my 4 $250 phones (which Sprint paid for :hee: ) and return them for FULL money back. So it would be like Sprint giving me 1,000.00 bucks for Free! Yeah baby!
I love Costco!

[shumacher]

That is PURE BULL. Not true.

Well, here's an excerpt from the Sprint PCS terms of service, emphasis added:

Termination of Services. Consistent with this Agreement: (a) we may terminate Services at any time with notice to you and, in certain instances, without notice; and (b) you may terminate Services at any time with prior notice to us. Except as otherwise provided in this Agreement, IF YOU TERMINATE YOUR TERM SERVICE PLAN EARLY, OR WE DO SO FOR GOOD CAUSE, YOU WILL BE REQUIRED TO PAY THE APPLICABLE EARLY TERMINATION FEE ASSOCIATED WITH YOUR SERVICES. We will not charge an Early Termination Fee for deactivations consistent with our Return Policy or for service plans being provided on a month-to-month basis. If any Services are terminated before the end of your current invoicing cycle, we will not prorate charges to the date of termination, and you will not receive a credit or refund for any unused Services.

[leaving_ash]

I have actually gotten in the practice of giving PCS number, my name, account name and password right up front so theirs no problem!

Also, does Sprint "monitor" calls that go over a certain time? I had a rep mention that to me once, saying perhaps her supervisor has picked up the line as the call had gone over 30 minutes trying to correct a few issues

Ha, we get in trouble if this happens as well...its "not taking control of the call," as there are several things one must do before opening an account. Restate issue, prompt for other issues, appologize...

Our in house quality assurance department will only listen to part of a 30 minutes call (first fifteen I believe). Not sure about higher level QA (there may be several). What you may have run into a supervisor checking on a call that is running longer than average. Issues are usually handled promptly and if not there may be a need for a "bigger gun".

[joe123]

Well, here's an excerpt from the Sprint PCS terms of service, emphasis added:

I think you misunderstood me. Yes, I am sure Sprint has most bases cover with legal wording. However, each state has their own super-imposed laws which a consumer can challenge.

Also, it takes a wireless company something in the order of ~$395.00 bucks to bring in a new customer. The main reasons why Sprint would want to cancel a contract, is usually becuase the customer is not paying, always late paying, or doing illegal things with their phone/service. Good justification by Sprint to cancel will save Sprint in court.

Now and I will repeat, we as consumers need to protect ourselfs. I bought my 4 Sprint phones at Costco at over $250 each. If Sprint was to cancel my contract, I would immediately get over $1,000.00 bucks by returning the 4 phones (which Sprint paied) back to Costco. Costco would not loose out as Sprint would credit them with Sprint being the ultimate looser. For me, this is about one year's worth of FREE cell phone service. :hee:

No, Sprint is not into loosing money.

[SLDNchick]

I find it really interesting that people always want to get what they paid for, but rarely want to pay for what they're getting...
If you have good service, and you use it, just pay for it!

[jwood]

I think you misunderstood me. Yes, I am sure Sprint has most bases cover with legal wording. However, each state has their own super-imposed laws which a consumer can challenge.

Also, it takes a wireless company something in the order of ~$395.00 bucks to bring in a new customer. The main reasons why Sprint would want to cancel a contract, is usually becuase the customer is not paying, always late paying, or doing illegal things with their phone/service. Good justification by Sprint to cancel will save Sprint in court.

Now and I will repeat, we as consumers need to protect ourselfs. I bought my 4 Sprint phones at Costco at over $250 each. If Sprint was to cancel my contract, I would immediately get over $1,000.00 bucks by returning the 4 phones (which Sprint paied) back to Costco. Costco would not loose out as Sprint would credit them with Sprint being the ultimate looser. For me, this is about one year's worth of FREE cell phone service. :hee:

No, Sprint is not into loosing money.


What is so special about Costco and how do i go about finding out what phones they sell and such? I have seen other posts mentioning the same thing but am not fully aware of what/how it works.

Thanks!

[LU22]

Ha, we get in trouble if this happens as well...its "not taking control of the call," as there are several things one must do before opening an account. Restate issue, prompt for other issues, appologize...

Our in house quality assurance department will only listen to part of a 30 minutes call (first fifteen I believe). Not sure about higher level QA (there may be several). What you may have run into a supervisor checking on a call that is running longer than average. Issues are usually handled promptly and if not there may be a need for a "bigger gun".


I dont try to get people in trouble, I just like to get to the bottom as quickly as possible of a relatively minor billing issue. I know that the rep cant help me with it unless they are looking at my plan on my account so i give the info as fast as possible. I also try and not call about multiple concerns at once, some reps have trouble remembering everything a customer calls for and you get half of the issues covered, but possibly not the one you called about.

The funny thing about call length is, I dont want to be on the phone with CS even more than they dont wanna listen to me griping. Nothing like how hot your phone gets on a call that runs over an hour long!



So sorry sprint reps if you get in trouble because I want to give you info fast and get it out of the way. I never seem to call about something that is just a general issue; they are all account, plan or billing questions!

[joe123]

[QUOTE=jwood]What is so special about Costco QUOTE]

Do a search and you will see. The bottom line is that Costco will let you return your Sprint phones back for FULL MONEY BACK guarantee.

What this translate too, is that should Sprint try to screw you, ie. cancel your contract for say you calling Sprint too much because you are trying to get similar contract as the next person, then you can go to Costco and get your FULL MONEY BACK on the phone.

You buy the phone at Costco, Sprint reimburst you for the phone, then you return the phone back to Costco if Sprint cancels you. :hee: