just called retention

culpthug · 10-20-2004, 01:42 AM

well i just called retinsion and i dont know if they are always rude or if i did something wrong

anyway i called he asked me like 6 times how i got the numberfirst time i sed computer second i sed internet third i sed google and then he said how i siad i searched it then he asked wut website it was on and how did i get it from them and i said it was on some sprint info website

he then asked me the number and info on the account

he said if you are calling to change your plan please hang up and call *2 from your handset i told him that i was looking for a better plan or im leaving sprint and he sed well ussually i dont change plans for little kids(im 16 but sound like im 12 damn english ancestors)but this time ill make an exception,see you are not supost to have this number unless you are transfered from a store manager blah blah blah

i told him that i needed about 750 miniute for 40 bucks(i pay 45 for 500 now) he sed that isnt an option i asked if i could get anything around 750 he sed no
i then told him since i cant have a better deal im canceling my service he then said i would be happy to give you 750 minutes for 45 dollars plus 50 raoming miniutes for 5 dollars more i sed that would be great sir may you please change my plan to that he then told me that it was 50 fdollars for the 750 miniute plan without the roaming miniutes i told him that he just told me 45 dollars and he gets smart and sed well kid everything in life isnt perfect go play with your little tonka trucks and give you mom her phone back just when i was about to hang up i told him i wanted my service cancelled and he hung up

later i call *2 and it seems that i now have 750 miniutes for 50 dollars (wich is ok for now but im gonna be needing thoose roaming miniutes in my new house) i was just wanting to know mainly if this is a new customers plan?(i think so,but dont care)

**Noodle** · 10-20-2004, 04:02 AM

hmmm.... I debated for so long as to even respond to this post but anyway. Ok you're 16, still seems like you aren't telling somthing because I've never had a rep regardless of the company be that blatently rude unless the other person was first. Second, learn to type. Third, if you didn't actually agree to the plan regardless of if you told them you wanted it (ie you need to go through the at least automated system for third party verification for change of service) they can't hold you to it.

Ted · 10-20-2004, 09:11 AM

the key to dealing with retention is not to come off like you know how it works... and to be very nice and very polite.

a good approach that many have used (including myself) is to emphasize that you like sprints service and you want to stay with sprint but you have a competitive offer from another carrier (and know the specifics of that offer if asked) and let THEM tell YOU that they will give you 750 AT plan, etc.

it's a concept called Finesse... chess players and card players know how this works. Retention will offer you a plan in most cases in hopes of competing with another carrier and retaining you as a customer, but it's not like just calling up and saying "I'll take the 750AT retention plan, and a side order of fries."

**Cal** · 10-20-2004, 09:30 AM

Quote:

Originally Posted by culpthug

Last edited by msrandall : Today at 07:35 AM. Reason: Spelling

I wasn't aware that proper grammer was a requirement on this forum. It would be nice, but if someone can't spell or chooses not to follow correct English guidelines then that should not be a reason to edit their post.

I know, I'm always complaining about something

jsblair17 · 10-20-2004, 09:33 AM

well i called a couple days ago and they were rude to me I was offered a plan that was normal plan that everyone can get i was like " well i was looking for someting a little better because nextel is offering me this..." and the guy was like tough crap pretty much and was like ok well i will cancel your phone.

I said "so it like you don't care if i am a customer or not huh well i guess i would rather be with nextel where they care about their customers" he was like ok well it is set up to cancel on the 23 I was like allright bye.

I wasen't rude at first just by the end of the convo i was gettin agrivated is there anyway to get a better plan my contract runs up in dec so i won't cancel i will wait till dec then cancel but it just kinda pissis me off they are not even kind of helpful. Oh yeah it is the bus department if that helps any.

ziggy4500 · 10-20-2004, 09:54 AM

^^

how do u know he didnt already cancel your account for the 23rd?

Vanity3 · 10-20-2004, 10:06 AM

Sorry to ask this selfish question, but what is the new number to retention?

Ted · 10-20-2004, 10:15 AM

Quote:

Originally Posted by jsblair17

well i called a couple days ago and they were rude to me I was offered a plan that was normal plan that everyone can get i was like " well i was looking for someting a little better because nextel is offering me this..." and the guy was like tough crap pretty much and was like ok well i will cancel your phone.

I said "so it like you don't care if i am a customer or not huh well i guess i would rather be with nextel where they care about their customers" he was like ok well it is set up to cancel on the 23 I was like allright bye.

I wasen't rude at first just by the end of the convo i was gettin agrivated is there anyway to get a better plan my contract runs up in dec so i won't cancel i will wait till dec then cancel but it just kinda pissis me off they are not even kind of helpful. Oh yeah it is the bus department if that helps any.

it's all in the approach folks... picture a single guy trying to get a girl to sleep with him... requires a very friendly, nice, laid back approach.

also to consider... your value to sprint. if you've been a customer for 10 years @ $100 MRC per month that is different than if you have been a $30 customer for 1 year. also if you have had a lot of billing credits that reduces your value to sprint and they track this ( i think they use 1 to 5 $ signs on your account).

not everyone can get what they want from retention. and the perceptions of them being rude may be because they spend all day talking to folks who try to scam them for a better plan and want everything for nothing. i don't work there so i don't know but that may be a factor. you may have been the 50th person in a row to call asking for special treatment.

TRSNYPAZ · 10-20-2004, 10:21 AM

damn that guy was extremely rude!!! first off if he asked you where you got the number your response should of simply been--well a rep transfered me to retentions--thats all--no need to explain in detail how u got the number--secondly dont ever tell them what plan "you" want--let them offer the plans--let them know you will cancel to go with someone else if they cannot help you further--be clear and straight to the point man...i called about 6 months ago and got them to give me a 750 plan and it only was a 5 min conversation...

Ted · 10-20-2004, 10:24 AM

Quote:

Originally Posted by Vanity3

Sorry to ask this selfish question, but what is the new number to retention?

yeah, the old one isn't working. LOL they keep changing the number, thinking they can avoid us...

i think you can call *2 and tell Claire "cancel service" - that should get you there.

AFman2004 · 10-20-2004, 10:26 AM

Personally I have never had a problem with the Sprint reps, they have the best customer service around. Maybe you just caught him at a bad time? When their job is to give people great plans because they are valued customers based on their opinion, you take away the purpose of them if your calling in saying I want this go do it, then its just a custom plan regardless of how valued you are which doesn’t seem like to satisfying of a job. This is all just my opinion though…

Ted · 10-20-2004, 10:28 AM

Quote:

Originally Posted by AFman2004

Personally I have never had a problem with the Sprint reps, they have the best customer service around. Maybe you just caught him at a bad time? When their job is to give people great plans because they are valued customers based on their opinion, you take away the purpose of them if your calling in saying I want this go do it, then its just a custom plan regardless of how valued you are which doesn’t seem like to satisfying of a job. This is all just my opinion though…

interesting thought... and i bet they get a lot of calls like this "I'll have the 750AT retention plan, free Vision, and a large fry"

PCSRepGirl · 10-20-2004, 11:03 AM

not everyone can get what they want from retention. and the perceptions of them being rude may be because they spend all day talking to folks who try to scam them for a better plan and want everything for nothing. i don't work there so i don't know but that may be a factor. you may have been the 50th person in a row to call asking for special treatment.[/QUOTE]

OMG... LOL Thank you very much! Are you sure you never worked there?

As a business retention rep, there are many days I feel like this. However, I have never actually been rude to anyone. I just have say no, and be the bearer of bad news sometimes; this in turn, usually makes me rude, from the customer's viewpoint, b/c I cant give them what they want.

PCSRepGirl · 10-20-2004, 11:09 AM

Quote:

Originally Posted by TRSNYPAZ

damn that guy was extremely rude!!! first off if he asked you where you got the number your response should of simply been--well a rep transfered me to retentions--thats all--no need to explain in detail how u got the number--secondly dont ever tell them what plan "you" want--let them offer the plans--let them know you will cancel to go with someone else if they cannot help you further--be clear and straight to the point man...i called about 6 months ago and got them to give me a 750 plan and it only was a 5 min conversation...

I will DEFINITELY agree what that person said/did was very rude.

However, we can tell from our phone system how the call comes through. Retention calls are supposed to be warm transferred from the rep (the rep actually introduces the call first). Sometimes, the reps will do the wrong thing and cold transfer the customer. It still comes thru on our phone differently than as if the customer somehow managed to directly dial into retention.

Also, if you notice y'all are always asking "whats the new number to retention - the old one has been disconnected?" .... there's a reason for this; these direct hotline numbers are for the store reps to be able to call into us without wait, so they can get done what they need to get done, and go spend their time with their own customers. As Sprint notices that there's more traffic on the numbers than usual, they change the number - thus, you have to find a new number to call us on.

justinwatts · 10-20-2004, 11:12 AM

Did anyone else catch that this kid is only 16? The phone won't be in his name anyway.... so why should he be able to call in and modify it?

10-20-2004, 01:42 AM	#1
culpthug Telephone User Join Date: Aug 24, '04 Location: F-Dub Posts: 180 Phone: 7400 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 10	just called retention well i just called retinsion and i dont know if they are always rude or if i did something wrong anyway i called he asked me like 6 times how i got the numberfirst time i sed computer second i sed internet third i sed google and then he said how i siad i searched it then he asked wut website it was on and how did i get it from them and i said it was on some sprint info website he then asked me the number and info on the account he said if you are calling to change your plan please hang up and call 2 from your handset i told him that i was looking for a better plan or im leaving sprint and he sed well ussually i dont change plans for little kids(im 16 but sound like im 12 damn english ancestors)but this time ill make an exception,see you are not supost to have this number unless you are transfered from a store manager blah blah blah i told him that i needed about 750 miniute for 40 bucks(i pay 45 for 500 now) he sed that isnt an option i asked if i could get anything around 750 he sed no i then told him since i cant have a better deal im canceling my service he then said i would be happy to give you 750 minutes for 45 dollars plus 50 raoming miniutes for 5 dollars more i sed that would be great sir may you please change my plan to that he then told me that it was 50 fdollars for the 750 miniute plan without the roaming miniutes i told him that he just told me 45 dollars and he gets smart and sed well kid everything in life isnt perfect go play with your little tonka trucks and give you mom her phone back just when i was about to hang up i told him i wanted my service cancelled and he hung up later i call 2 and it seems that i now have 750 miniutes for 50 dollars (wich is ok for now but im gonna be needing thoose roaming miniutes in my new house) i was just wanting to know mainly if this is a new customers plan?(i think so,but dont care) Last edited by msrandall; 10-20-2004 at 07:35 AM. Reason: Spelling

10-20-2004, 04:02 AM	#2
Noodle Meh, I'm me. Join Date: Jun 12, '04 Location: IA Posts: 1,396 Phone: Curve 8330m x 2 Trades: 2 Thanks: 0 Thanked 1 Time in 1 Post SU$: 7,963	hmmm.... I debated for so long as to even respond to this post but anyway. Ok you're 16, still seems like you aren't telling somthing because I've never had a rep regardless of the company be that blatently rude unless the other person was first. Second, learn to type. Third, if you didn't actually agree to the plan regardless of if you told them you wanted it (ie you need to go through the at least automated system for third party verification for change of service) they can't hold you to it. __________________ Thanks to 9xlt8 for the donation for my Premium Membership! Kudos to you! (first phone with sprint) Samsung SCH-1000> (current phone with sprint) Titanium Curve 8330

10-20-2004, 10:06 AM	#7
Vanity3 Telephone User Join Date: Aug 1, '04 Location: Indianapolis Posts: 135 Phone: Sanyo Katana Thanks: 0 Thanked 0 Times in 0 Posts SU$: 300	Sorry to ask this selfish question, but what is the new number to retention? __________________ Retention Plan: 1000 Anytime minutes, unlimited N/W@8PM, unlimited PCS2PCS, TEP ($7), 500 txt ($5), 15% discount (10% business discount + 5% loyalty discount) = $51.70 after taxes and fees

10-20-2004, 10:21 AM	#9
TRSNYPAZ Walkie Talkie User Join Date: Aug 19, '03 Location: PA Posts: 374 Phone: SAMSUNG A920 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 120	damn that guy was extremely rude!!! first off if he asked you where you got the number your response should of simply been--well a rep transfered me to retentions--thats all--no need to explain in detail how u got the number--secondly dont ever tell them what plan "you" want--let them offer the plans--let them know you will cancel to go with someone else if they cannot help you further--be clear and straight to the point man...i called about 6 months ago and got them to give me a 750 plan and it only was a 5 min conversation... __________________ damn why everybody wanna be a gangsta? man **** You!!!

10-20-2004, 11:12 AM	#15
justinwatts Forum Member - Contributor - Join Date: Feb 5, '04 Location: Arkansas Posts: 259 Phone: Motorola V3 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 16	Did anyone else catch that this kid is only 16? The phone won't be in his name anyway.... so why should he be able to call in and modify it? __________________ "If you are going to be in the Los Angeles area and would like tickets to 'Hitler', please call area code 213 - DU WERDEST EINE KRANKENSCHWESTER BRAUCHEN!"

10-20-2004, 09:11 AM	#3
Ted Sprintusers Sheriff Join Date: Jun 2, '04 Location: Williamsport PA Posts: 2,312 Phone: 4700 Trades: 4 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 246	the key to dealing with retention is not to come off like you know how it works... and to be very nice and very polite. a good approach that many have used (including myself) is to emphasize that you like sprints service and you want to stay with sprint but you have a competitive offer from another carrier (and know the specifics of that offer if asked) and let THEM tell YOU that they will give you 750 AT plan, etc. it's a concept called Finesse... chess players and card players know how this works. Retention will offer you a plan in most cases in hopes of competing with another carrier and retaining you as a customer, but it's not like just calling up and saying "I'll take the 750AT retention plan, and a side order of fries."

10-20-2004, 09:33 AM	#5
jsblair17 Telegraph User Join Date: Oct 19, '04 Location: Kansas City Posts: 40 Phone: treo 650 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 752	well i called a couple days ago and they were rude to me I was offered a plan that was normal plan that everyone can get i was like " well i was looking for someting a little better because nextel is offering me this..." and the guy was like tough crap pretty much and was like ok well i will cancel your phone. I said "so it like you don't care if i am a customer or not huh well i guess i would rather be with nextel where they care about their customers" he was like ok well it is set up to cancel on the 23 I was like allright bye. I wasen't rude at first just by the end of the convo i was gettin agrivated is there anyway to get a better plan my contract runs up in dec so i won't cancel i will wait till dec then cancel but it just kinda pissis me off they are not even kind of helpful. Oh yeah it is the bus department if that helps any.

10-20-2004, 09:54 AM	#6
ziggy4500 Walkie Talkie User Join Date: Aug 19, '02 Location: Louisiana Posts: 452 Phone: Blackberry Tour Thanks: 0 Thanked 0 Times in 0 Posts SU$: 363	^^ how do u know he didnt already cancel your account for the 23rd?

10-20-2004, 10:26 AM	#11
AFman2004 Two Cans & String User Join Date: Oct 18, '04 Location: Phoenix, Az Posts: 6 Phone: Sanyo 8100 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 10	Personally I have never had a problem with the Sprint reps, they have the best customer service around. Maybe you just caught him at a bad time? When their job is to give people great plans because they are valued customers based on their opinion, you take away the purpose of them if your calling in saying I want this go do it, then its just a custom plan regardless of how valued you are which doesn’t seem like to satisfying of a job. This is all just my opinion though…

10-20-2004, 11:03 AM	#13
PCSRepGirl Telephone User Join Date: Feb 16, '04 Location: Nashville Posts: 253 Phone: Red 8200 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 212	not everyone can get what they want from retention. and the perceptions of them being rude may be because they spend all day talking to folks who try to scam them for a better plan and want everything for nothing. i don't work there so i don't know but that may be a factor. you may have been the 50th person in a row to call asking for special treatment.[/QUOTE] OMG... LOL Thank you very much! Are you sure you never worked there? As a business retention rep, there are many days I feel like this. However, I have never actually been rude to anyone. I just have say no, and be the bearer of bad news sometimes; this in turn, usually makes me rude, from the customer's viewpoint, b/c I cant give them what they want.

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