Sprint Hangs Up on High-Maintenance Customers

Fox News Online ^ | 07/9/07 | Fox News

[Clintons Are White Trash]

Sprint Nextel Corp. (S) is breaking up with about 1,000 subscribers the company finds to be too high-maintenance, according to news reports.

The third-largest wireless carrier sent letters dated June 29 to the dumped clients stating: "The number of inquiries you have made has led us to determine that we are unable to meet your current wireless needs," according to reports.

[Old_Mil]

These people called customer service an average of 25 times per month and OUT they go!

As a former Sprint customer, their customer service is so bad that it might take 25 calls to get things straightened out. It might take a dozen to actually get to a point where you can talk to the right human being.

[JamesP81]

Overall, kind of a dumb move because it comes across as sounding harsh. Don’t get me wrong, I believe there are some customers who should be “fired”, but you just can’t come out and say that. It’s more creative to just selectively raise the price on the PITA customers until either 1) It becomes profitable to serve them, or 2) They decide to go elsewhere.

I have a friend who owns a web design business. He calls it something else officially, but he has what he calls his 'difficulty fee'. Difficult customers take up his time he could spend working on other projects so he raises their rates, sometimes as much as 200% depending on difficulty. I don't blame him, either. I would too.

[tuvals]

Yes, you hit the nail on the head. Instead of cleaning up their act and becoming more proficient they pass the buck and say it is the customer’s fault. I am a Verizon user and my bill is correct. Also, rather then call customer service for some technical questions look for a forum on the internet. Only call the Service Provider if it is imperative you have to speak to one of their customer service reps. Have a good book in hand as you will more then likely have some time to wait. A speakerphone in this case works fine. At least you are free to do other things while listening to their piped in music or sale pitches.

[JamesP81]

I have Cingular / AT&T, and have never had a whole lot of problems. The main reason for that is that I don't try to use my phone like a computer (I have a computer I assembled myself for that).

OTOH, at my workplace everyone has blackberries through cingular. They have the email feature of course plus about nine thousand other semi untested features. Problems are frequent.

[Responsibility2nd]

I’ve been a loyal Sprint Customers for 6 years. No problems. Then last December I added a line and the billing nightmares began.

But did I call customer service? No sir.

I went back to the retail store and loudly made myself a PITA.

Those poor clerks! I had them call customer service. And I stood around for an hour or so while they were on hold with their own customer service.

And since I was tying up the retail staff at the store, there were other customers waiting and waiting. I’d tell them how Sprint billing was screwing me over - big time.

I can’t believe the Sprint retail stores don’t have a “hot-line” number for employees to call, but they don’t.

This happened 4-5 times. Each time I got an incorrect billing.... back to the store I went.

Boy, I wish Sprint would “No Thanks” me!

[JamesP81]

At one time, I gleefully made up working computers from old cast-off parts for friends, neighbors and students. I quickly discovered that when you build a computer for someone, THEY never own it. I was the one who had to do the hand-holding and pre-chewing on EVERYTHING for some of the people I gifted, and I rapidly found out that some people ARE too stupid to own a machine that may well be smarter than they are.

Yeah, I've had the same thing happen to me.

[anymouse]

Sprint used to be a great company. Left for t-mobile years ago and have not missed Sprint or it’s deteriorating service.

[winodog]

I have had abusiness account with Nextel for over 7 years. I have a fantastic plan but sprint will not let me add phones or make any changes without signing up for a new plan. I have been very happy with my service and dont wish to switch companies.

I am about to switch to another provider.

[DemEater]

Who has time to sit on hold that long?

For those who want to get out of a Sprint contract, they can always keep calling customer service.

[Fred]

Sprint Still Sucks

[driftdiver]

Cell phone companies use some pretty poor sales strategies. I had AT&T lie to me multiple times about their service. Their whole tactic is to get you to agree to another 2 years and then give you squat.

If calling them 25 times will save you the $175 fee to move to another carrier then its worth it.

[Hegemony Cricket]

Oh great - you just got Sprint to “fire” their retail store! :-P

[docbnj]

They could do what Adobe does. After a very short introductory period, during which they will try to help you if their software installation doesn’t work, you are on your own — unless you want to pay about $45 per incident, with no assurance that they will even be able to answer your question.

Alternatively, you can spend hours going to a forum full of other confused customers. There you leave messages describing your problem, and it turns out that no one else knows the answer, either.

Adobe is doing great with this policy.

[Cyber Liberty]

I hear ya. Drives me nutz whenever some family member gets their first computer. I've done the "build from spare parts" deal, and I absolutely refuse to do it anymore. For anybody.

Latest one I've had busting my chops is a unit somebody built (thanks, pal) for a relative of mine, and the unit sucks. Worst part of that is, the first time I laid eyes on it I knew there was going to be trouble.

[SierraWasp]

You guys are really worrying me! Just as Sprint and Nextel were merging, they put up a new Frankenpine on my mountain so I dumped my Verizon that I'd had in various manefestations since 1985!

I've loved the "Walkie Talkie" feature and everything has been pretty good including the Website.

But lately I've been getting four spam text messages and some spam e-mail and an occasional wrong number. I called several times after I saw the spam text messages show up on my bill and told 'em I never do Text, or e-mail and asked that those charges be removed.

After about a half-dozen tries, I think someone got-'er-done. But you guys are worrying me...

[PissAndVinegar]

Thats what pushed me from sprint.

I was in the store and a tech couldn’t figure out the problem so they sent me to a side room to call the corporate service #. The same # I called earlier from home.

After 5 min on hold, I hung up and spoke to the manager. He explained ‘this is the way we do things’

I then explained how I do things, well peppered with vulgarities, and said they and the company they work for can go f...fly a kite :)

Been a very happy Tmobile customer ever since.

[The Blitherer]

I am about to switch to another provider.

May I recommend switching. I worked for Nextel before and after the merger with Sprint, and let me just say the difference I saw was astonishing. Within the first few months Sprint completely gutted the Nextel Customer Service Dept. Nextel went downhill very fast and believe me, it's only going to get worse.

My own cell is Sprint, but I'm switching to Verizon at the end of this month because I'm fed up.

[Danette]

Isn’t their customer service in India? I guess they can afford to cut some of us American’s loose.

[-YYZ-]

Some customers are more trouble than they’re worth. We’ve all seen them - in restaurants, retail outlets, gas stations, etc - they’re a pain in the nect.

[winodog]

I was actually surprised to find out (I have tried three times) that they wont let me keep using my plan. The one they are offering in its place cuts my minutes in half and ends free long distance.
I tell them theres no way I will accept such a drastic cut at the same price. I have heard I may stand a chance if I go to a corporate headquarters store in Vegas. I will try that and then switch.