If I tried to drop my phone plan, they’d insist on me paying through the remainder of the contract. Wonder how that works when the phone provider drops the customer...don’t they have to honor the contract until it expires?
My bet is Nextel callers were calling about lack of coverage or dropped calls.
As a former call center guru, I can tell you that it costs the company between $4 and $8 (depending on what level of training costs). If these folks were calling 40 times a month, they were losing money. If the calls were not legit, the company is right in dropping them.
At the bank I worked at we had folks call two or three times a day to check their balances. The customers never understood that we processed deposits once a day, and they could call all day long and the balance wouldn’t change.
After 20 years as a customer service professional and consultant—I can tell you that the customer is rarely right—they dont understand services and they usually have unrealistic expectations. However, they are always the customer and should be treated with respect.
Consider, if the call center reps are not spending five minutes with these nut jobs—your hold time just dropped a few minutes...and your call is probably legit.
In the end, it comes down to profitability. These customers were not profitable (and we do NOT run charities do we?) They were right in cutting them lose. There is no constitutional right to cel phone service. There was a contract and the company worked within that contract and decided it “just wasn’t working out.”
I applaud Sprint for having the guts to tell these folks to take a hike. If more companies did this, service would get a lot better.
Dropped customers don’t have to pay any balances and are let out of their contract. I saw it on another post.
If it is a typical one-sided contract Sprint probably has a "we'll drop your ass any time we want to" clause in it.