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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.

Recently, I had a problem with my car loan finance company. I had changed insurance companies and sent in the proper paperwork seven times. Eventually, they place forced insurance on my car. I called every day-two or three times a day for two weeks. I was informed I would have to pay for this insurance and eventually (not) receive a credit. I was treated extremely rudely. Finally, after going to the FTC and the Attorney General in my state, I was given full credit. I was originally told I would have to pay for one month; I would not agree to this and received full credit.

Customer service people in many cases do not follow through and are often rude because as the poster who worked in customer service indicated-they don’t like their customers and consider them pains in the neck. This attitude is very common, and very unfortunate.

I am in the process of getting a mortgage and will close the end of the month. Thus, I could not ‘fire’ this company. You better believe, I am going to either pay off the car or refinance the car as soon as my mortgage closes. I will not remain with this company one minute longer than neccesary. They did not deliver the appropriate level of customer service,wasted considerable amounts of my valuable time, and I believe this insurance thing is a scam.

There was a contract and the company worked within that contract and decided it “just wasn’t working out.”
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I know there are troublesome, high-maintenance customers. Any service provider should know this also.
Was a limit on customer service stated in the contract?
Would they let a customer walk from the contract if the customer decided it “just wasn’t working out”?