On 7/10/07, zuk009 <[EMAIL PROTECTED]> wrote: > > --- In [email protected], "Bill Gamble" <[EMAIL PROTECTED]> wrote: > > > > I thought this article on CNet was interesting: > > <http://news.com.com/8301-10784_3-9739869-7.html> > > > > _______ > > Bill > > > > Those customers had called to customer service 40-50 times > a month, that is like calling customer service every day > not even once but twice.
I do find it interesting that Sprint didn't look in to the nature of the problem the customers were having (I'm assuming they didn't) and just counted the number of calls within a time period, picked a cut off,and sent the letters. They admit to using the number-of-calls as their decision in the termination letter. They didn't put a line it about that particular customer being expensive to service, but I think it is pretty obvious they are trying to cut some of that expense. But whatever their reasons, setting the balance to zero, waving the ETF and holding the number for porting seems like good terms for the customer. The contract is a voluntary one for both sides, so if Sprint makes a decision to end it, those terms seem fair. Any time you have millions of customers you will always have those 'outliers' that take up way more of your time then they make for you. Not to mention the those that are diagnosable as obsessive-compulsive and customer service has been the lucky recipient of their focus. Cell phone service is a business and they are going to be making decisions based on money. (Seems obvious, I know, but thinking in terms of money for every decision is one way to understand the crazy stuff.) >From a PR perspective, though it is completely boneheaded. Especially with being a public company and having efficient communicator tools like the internet around to tell about these decisions. Being a high-tech company *cough cough*, they should know better. -Matt Johnson [Non-text portions of this message have been removed] - - T-Mobile-US on Google Groups: http://groups.google.com/group/T-Mobile-US _ _ Yahoo! Groups Links <*> To visit your group on the web, go to: http://groups.yahoo.com/group/T-Mobile-US/ <*> Your email settings: Individual Email | Traditional <*> To change settings online go to: http://groups.yahoo.com/group/T-Mobile-US/join (Yahoo! ID required) <*> To change settings via email: mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] <*> To unsubscribe from this group, send an email to: [EMAIL PROTECTED] <*> Your use of Yahoo! Groups is subject to: http://docs.yahoo.com/info/terms/
