Retention Plan Limbo -- HELP!

[JustaguyOK]

Here's my current setup:
$85 2000 Anytime / 3000 NW Minutes
Free PCS to PCS
Unlimited PCS Vision on primary.
$20 Add A Phone on 3rd line.
3 x $5 Protection Plan

Bottom Line: $85 + $20 + $15 = $120 Before Taxes

Here's my problem. I just moved from Oklahoma to Arizona, so two of the phones are going to need new phone numbers. According to both the CSR and the Retention Rep this is called a "CSA Swap" which essentially means that to get two phones new numbers I am effectively deleting what I have and creating new contracts under the new phone numbers.

This retention plan dates back to Jan 2003. Both reps assure me that the $85 2000 / 3000 Plan was discontinued that same year and there is no way I can switch the phone numbers and retain it. Therefore, they are saying that I must switch to a fair and flexible plan which would work out like this:

$70 Dollars for their 800 minute plan. $10 Dollars for the third phone line. I lose vision all together because I'm not paying $15 bucks to check movie listings or play with ringers I have to make. And my usage usually puts me around 1400 Anytime minutes total so $5 x 4 to get me to 1200 minutes, then another 5 bucks for a 200 minute block. Bottom line $70 + $10 + $25 and dont forget the $15 protection so it's $120 before taxes.

Yes folks, they actually want me to switch to less minutes, lose my unlimited vision, and pay the same or more (wierd taxes add about 2 dollars), just so I can get new telephone numbers! I've been with PCS since January of 2000, in good standing and always paying on time, and this is the thanks I'm being offered. I was so stunned I had to get off the phone and tell them that I would think about it. That is what 1 hour on the phone to retention got me, and no, there was no mention of loyalty discounts, bonus minutes, credits, etc.

These reps sounded sincere, so what am I doing wrong here? Can I get my old retention plan switched to new numbers and they just dont know it? Is there a better option? I am definitely open to suggestions.

[MsRandall]

That retention plan might not be avilable for that area. Do you really need to change your numbers? I mean some people after looking at the pros and cons keep an out of state number because they didnt want to lose the special plan.

I would call back and talk to another rep just because it always great to talk to 3 people with sprint.

[NwIndianasFines]

Email CS and explain ur situation.... More times/people you talk to the better dont do anything till you get what you want just will take patience!

[PCSRepGirl]

As an ex retention rep, I can tell you that what the 2 reps told you is correct. In theory, I understand what you're trying to do, however it's not really like that. You are canceling one phone number in Market A, and asking for a new phone number in Market B. Therefore, you must sign up for a current existing plan in Market B. If you were switching just to a new number in Market A, then you would be able to keep your plan. In essence, to do what you want, one number has to be completely canceled, and a new plan rebuilt from scratch on the new number.

In these days of everyone having a cell phone, my 2 cents would be to keep your old numbers. Therefore, you get to keep your old plan and all its perks. Yo solve the local number problem, either get an add'l line on your cell phone plan, or a local landline, then people can call you locally.

[Hola]

I wonder if the day will be soon where sprint allows you to a CSA change without canceling and rebuilding. I am sure the software can be capabily to program like that.

It does have no advantage for sprint do so likewise, but it does have a disadvantage of losing customers. I don't know how other cell companies are with that issue. In essance, if you got a customer for 6 or 7 years, you don't want to lose them due to the system lack of technology.

[rx7freak]

I hate CSA swaps.

[JustaguyOK]

Let me be honest here. I am actually considering canceling. When I lived in Claremore Oklahoma, which is an admittedly small town, Sprint had the best although not good coverage. Originally I signed on to Sprint because I started working for them in the IP Telecenter when it still existed in Kansas City. Employee discounts are nice, and even after I left it just seemed like Sprint was doing as good a job as I could expect out of a cell phone company. Remember, customer feedback seems to put cell phone companies at the top of lists dealing with dissatisfaction with service.

Up to now, most of what has been stopping me from seriously looking at other carriers has been the assumption that having been with PCS so long, they would always give me a better deal to keep my business than any competitor could offer me to start all over again as a new customer. The Fair and Flexible plans they are offering me now are the same thing they offer every bad credit, "I want a new phone for free", Tom, duck, and Harry.

Canceling is a pain, and researching competitors plans and avoiding their pitfalls is twice as bad. I would much rather deal with Sprint because I at least know where they are weak and know what to look out for. I'm not asking for better deals that anyone else, I just want to keep the deal I've had all along. If that deal was only available because I signed up for it years ago, then that should be the benefit I receive for remaining a loyal customer. Arbitrary issues like their computers being unable to switch from Market A to Market B when their billing computers magically find me no matter what is bull. I'm not saying they can't do it, I'm saying that if they can't I think its by design, which is not something your average CSR or retention rep would be privy to.

Sorry about the long post... but here is what I need if anyone can help. One, I'd like to take someones suggestion and email Sprints customer service so I can copy my posts here and get them up to speed, but I need the email address. Two, if there is some magic way to get ahold of retention reps that know the loopholes for customers like me, I would like to know how. Or barring one and two, I'd like to know of competitors that are offering better deals than Sprints Fair and Flexible offers.

To do three, I figure you'll need to know how I'm using my phones. I have three phones, with three users. User A uses about 350 AT minutes a month. User B uses about 200 AT minutes a month. User C uses anywhere between 750 to 1050 AT minutes a month. Of course these AT minutes are dependent upon another 300 minutes or so of free PCS to PCS calling. Frankly I'd like to kick my talkative user C onto his own plan, but its my father and that's not a conversation I want to have just yet. Even if you'd rather not help me switch, consider this: If there are no better offers I will be staying, and apparently retention will not take me seriously unless I have competitors offers on hand.

Thanks everyone for your help so far.

[Dan]

Let me be honest here. I am actually considering canceling.

Sorry about the long post... but here is what I need if anyone can help. One, I'd like to take someones suggestion and email Sprints customer service so I can copy my posts here and get them up to speed, but I need the email address. Two, if there is some magic way to get ahold of retention reps that know the loopholes for customers like me, I would like to know how. Or barring one and two, I'd like to know of competitors that are offering better deals than Sprints Fair and Flexible offers.


Thanks everyone for your help so far.


Emailing sprint care is easy. log into your account at ssprintpcs.com, click contact us at the bottom of the page, and then a new window should open with a fill in form. fill in your info and let them reply, sometimes within 2 houtrs but almost always within 24.

[CSWORKER]

I wonder if the day will be soon where sprint allows you to a CSA change without canceling and rebuilding. I am sure the software can be capabily to program like that.

It does have no advantage for sprint do so likewise, but it does have a disadvantage of losing customers. I don't know how other cell companies are with that issue. In essance, if you got a customer for 6 or 7 years, you don't want to lose them due to the system lack of technology.

This is going to change in JULy no new aa and we dont have to chg the plan ...thank God its a headache doing it

[JustaguyOK]

This is going to change in JULy no new aa and we dont have to chg the plan ...thank God its a headache doing it

Can anyone else confirm that some system change is going to allow me to avoid the CSA Swap which seems to be mandated by the current system? If this is the case, I can probably hold out on getting another number another month.