Recent Comments:
Sprint lambasted for disconnecting whiners, notorious roamers {Engadget Mobile}
Jul 10th 2007 2:51PM While some are "whiners" and are definitely deserve this, many who received letters were not. One person was only a customer for 30 days and was calling regarding porting. That is not a "6-12 month careful review" !!!!
I had constant bills resulting in overcharges for 6 full months that the "system" was doing and was promised repeatedly it would be fixed (it still isn't) I'm not "bicker prone" - I was a customer for 8+ years and had very few calls until the mistakes started happening.
If the problems were fixed on call 1 there would be no call 2. If they called these 1000 customers to actually fix the issues once and for all THAT would be effective and fair. No one wants to call let alone get hung up on, transferred and sit on hold. It's more frustrating for the customer than it is for the rep in many cases. We had to deal with ongoing "mistakes" (ALWAYS in their favor), an endless CS procedure and then get booted?
In fairness, as of Monday they were reviewing the accounts of those who called in and did reinstate those who were targeted in error. (Myself included) They also took care of the military customers. Possibly due to the media coverage but at least it was done.
Sprint Dumps Problem Customers {Switched.com}
Jul 7th 2007 4:09PM Someone started a petition, if anyone is interested . Thanks!
http://www.ipetitions.com/petition/sprintsubs2/
Sprint Dumps Problem Customers {Switched.com}
Jul 7th 2007 1:42PM Hi everyone. I'm the one who "broke" the story so to speak and got one of the first letters. This "plan" done correctly, to only the customers who deserve it (with a warning or "account review" possibly) WOULD work. However, they are not looking into the reasons for these calls (my bill has been wrong for 6 months) and not realizing people get transferred dozens of times, hung up on, given new numbers and told the issue would be fixed when it's not)
I have signed four 2 year contracts, and received one "perk" every 2 years in exchange for the contract signing. This is standard. The plan itself was a regularly offered plan for long time customers. I never once asked for a penny more. I was offered the deals and signed the contracs. This plan was correct w/ no errors for over a year but in 1/07 the mistakes started up and even after many calls STILL to this day are not fixed (They just sent me my final bill and there are 2 error on it)
Aside from the standard phone swaps, technical questions, ALL the calls were due to Sprint's errors. If they fixed them on call 1, there would be no need for call 2 and so on. Counting each "action" such as a transfer or a disconnected call ONE call is wrong. 90 calls in 6 months by their book is really about 20-30 DIALED calls from the customer.
They are now cancelling MILITARY accounts due to roaming while they are in service!
There are some good things about Sprint that I have mentioned even after getting this letter and in the above thread. I dealt with the CS issues because I was happy w/ service and had built my way up to a GREAT plan. I let a few mistakes slide b/c I wanted to be fair and didn't need to waste more time if it wasn't so important. I've been patient and calm. I even have Emails from sprint admitting the multiple mistakes and profusely apologizing, promising things wre fixed (the bills after that were still wrong)
Lastly, after being blown off by the # given on the letter (ironically, telling us to CALL them!) I spoke to someone at the Executive / Gary Forsee (CEO)'s office who hadn't heard of this (days ago) and PROMISED me he would get some info and contact me back within 48 hours.
4 days later, no call. I had to call him, and he blew me off saying "Sorry, decision final" They didn't even look into the reasons behind the calls - just looked at the incorrect "number" .
Hope this helps clear some issues up, and feel free to join us at SprintUsers for the ongoing discussion / media updates / new information
More info/discussion here:
http://sprintusers.com/forum/showthread.php?t=136518
Blog w/ great updates here: (check "Recent entries"
http://blogs.zdnet.com/ip-telephony/?p=1985
Have a great weekend!
MissDiva
