I'm glad you've had good luck with Sprint support, but my experience when I
was a customer was hit or miss. I'd be curious exactly what percentage the
cancelled customers represent, as well an average of calls they make in
order to get cancelled; also, with less than 3 weeks time before these
people are cancelled, what if Sprint *incorrectly* marked a particular user
as calling 'too frequently' - what options does this user have other than -
you guessed it -- *calling to ask questions*. Talk about the ultimate
catch-22. The information about what constitutes too many calls has yet to
be provided and has a chilling effect on customers who are already getting
lousy service from Sprint to begin with. Also, you claim that you only call
with "real" issues but don't define what that might be. What if the users
being cancelled are also calling with "real" issues and they're not being
addressed? Dropped calls, billing errors, etc. If we have a user who's
calling in with the same problem (I work at a help desk) we don't blame the
user - if it's something the person is doing, than it's a training issue; if
it's not something the user is (or is not) doing than the issue is a
technical one we need to address. Either way, it's *almost* never the
user's fault that they're having problems.
Once again, I think the issue with Sprint is not simply a few users they
don't like, but a general degredation of service in America. Most people
have learned to put up with sub-standard service and assume anyone who wants
good service must be asking for too much.
Mike Lax
First they came for the communists, and I did not speak out--
because I was not a communist;
Then they came for the socialists, and I did not speak out--
because I was not a socialist;
Then they came for the trade unionists, and I did not speak out--
because I was not a trade unionist;
Then they came for the Jews, and I did not speak out--
because I was not a Jew;
Then they came for me--
and there was no one left to speak out for me.
From: [email protected] [mailto:[EMAIL PROTECTED] On Behalf Of Don
Ferguson
Sent: Monday, July 09, 2007 9:27 AM
To: [email protected]
Subject: RE: [Treo] Sprint canning users who complain too much
Ah, OK, it's good to have the source. So Sprint cancels 1.9 x 10**-9 of
their customers for calling an average of 25x per month regarding
billing issues.
I can live with that! As far as I'm concerned, me worrying about this
is like worrying about the level of ocean going down every time I get
out of it: statistically true, but trivial and insignificant.
If cancelling a few loons who call nearly every day about billing issues
helps them get their poop in a group when I call with *real* issues:
lets them focus training so the levels of support actually get smarter
as you go higher (I've found their level 1 support - in-between Customer
Service and Level 2 support - to be the most knowledgeable and helpful),
I'm good with the letting go .0019% of their customers who don't like
how much it costs.
And yes, I'd feel differently, I suppose, if I were one of those "loons"
and felt somehow justified in calling about billing issues every day.
Cheers,
Don
-----Original Message-----
From: [email protected] <mailto:treo%40yahoogroups.com>
[mailto:[email protected] <mailto:treo%40yahoogroups.com> ] On Behalf Of
Bill Motzing
Sent: Monday, July 09, 2007 7:01 AM
To: [email protected] <mailto:treo%40yahoogroups.com>
Subject: [Treo] Sprint canning users who complain too much
Wall St Journal reports Sprint terminates about 1000 customers'
contracts for calling too much.
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-----Original Message-----
From: [email protected] <mailto:treo%40yahoogroups.com>
Date: Friday, Jul 6, 2007 12:31 pm
Subject: Re: [Treo] Sprint canning users who complain too much
To: No To
CC: No CC
<Sprint's doing is *exactly* what I teach mystudents they should
consider doing. >
Actually, the Stephen Covey book The 8th Habit that I'm currently
reading/listening to advises the same thing. If you can't get a win-win
go for no-deal. He tells of a reutable (but unamed) department store
that actually sends out letters in the same fashion.
My sense was that in the light of what you've said about Sprint's CS it
didn't look good for the new's to get wind of such a move.
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