lgmayka
12-08-2005, 03:43 PM
It is clear that Sprint's administration and billing systems simply don't know how to handle bundled TV options.
Someone I know added two new lines recently. One line had a Power Vision phone, the other a regular multimedia Vision phone. Since the first month of Vision is supposed to be free, he wanted to try Power Vision Ultimate and PCS Vision Ultimate, respectively, which are supposed to include Sprint TV Ultimate and Sprint TV, respectively.
He just got his bill. On the Power Vision line, he was charged four times for the bundled TV, even though it was supposed to be free. He was charged for a Vision Picture Pack, for Power Vision Ultimate, and twice (!) for Sprint TV Ultimate. On the regular Vision line, he was charged twice for the bundled TV, again though it was supposed to be free. He was charged for PCS Vision Ultimate, and then again for Sprint TV.
Part of his problem is a common situation we have discussed before. Customer subscribes to a Vision pack that includes bundled TV. After a day or two, bundled TV still doesn't show up in Media Player, so customer calls vision technician. Vision technician recommends subscribing to TV separately, and that "it will never show up on your bill." Of course, it does.
Through two different reps, the charges were supposedly credited back. Note that after the first rep issued credits for one line, she apparently hung up on him. (He was calling from a wireline, not a cell phone.) I do not believe that the hangup was an accident. Rather, I suspect that each rep has a formal or informal maximum amount of credits that she can issue per day. The first rep, after issuing credits for one line, was getting close to her maximum and so hung up in order to let another rep issue credits on the other line.
Can any Sprint employees tell us whether call center reps have some formal or informal maximum amount of credits that they can issue per day? Is it barely possible that such a rep, after issuing some credits, might hang up in order to avoid issuing any more (at least to that same customer)?
Someone I know added two new lines recently. One line had a Power Vision phone, the other a regular multimedia Vision phone. Since the first month of Vision is supposed to be free, he wanted to try Power Vision Ultimate and PCS Vision Ultimate, respectively, which are supposed to include Sprint TV Ultimate and Sprint TV, respectively.
He just got his bill. On the Power Vision line, he was charged four times for the bundled TV, even though it was supposed to be free. He was charged for a Vision Picture Pack, for Power Vision Ultimate, and twice (!) for Sprint TV Ultimate. On the regular Vision line, he was charged twice for the bundled TV, again though it was supposed to be free. He was charged for PCS Vision Ultimate, and then again for Sprint TV.
Part of his problem is a common situation we have discussed before. Customer subscribes to a Vision pack that includes bundled TV. After a day or two, bundled TV still doesn't show up in Media Player, so customer calls vision technician. Vision technician recommends subscribing to TV separately, and that "it will never show up on your bill." Of course, it does.
Through two different reps, the charges were supposedly credited back. Note that after the first rep issued credits for one line, she apparently hung up on him. (He was calling from a wireline, not a cell phone.) I do not believe that the hangup was an accident. Rather, I suspect that each rep has a formal or informal maximum amount of credits that she can issue per day. The first rep, after issuing credits for one line, was getting close to her maximum and so hung up in order to let another rep issue credits on the other line.
Can any Sprint employees tell us whether call center reps have some formal or informal maximum amount of credits that they can issue per day? Is it barely possible that such a rep, after issuing some credits, might hang up in order to avoid issuing any more (at least to that same customer)?