Alli, Personally I've never had a problem with Sprint, but I certainly can understand not wanting to go near them if you've been burned really bad, albeit not exactly rational if the word on the street is that they have gotten much better ;-)
Because they are an underdog, though, as underdogs tend to do, they are courting the customer in every way possible, whereas the other providers seem bent on nickle and diming their customers wherever possible. It makes some sense - when you are a major player, fewer people are going to risk jumping to an underdog competitor, so you don't have to be quite as generous, whereas underdogs are constantly in danger of going out of business, being bought up, etc., so they have to do backflips to get that reputation high enough to compensate for that risk factor. Here's my last two experiences with Sprint as an example: in June I finally brought my year-old Pre in. The screen had some defects that didn't prevent use, but were annoying. This was an obvious defect, but not a serious one. Still, I thought I'd bring it in. I was told that Palm doesn't consider this to be a serious defect, but just a cosmetic one and so Palm wouldn't replace it, and Sprint would have to charge the normal $50 or $100 deductible off the insurance I carry. But they said that since this was my first time with such a claim they'd just give me a new one, or rather refurb replacement. That worked fine but I started experiencing cut-offs in the phone audio in the last few weeks, finally the phone audio didn't work at all through the normal earpiece - it worked fine on the speakerphone and via hands free. I brought it in and they said, yes, that was the problem and they ordered a replacement at no cost. When I got there on Saturday they tried my replacement but it wasn't getting my Palm Profile. Could be the Palm servers were down and I had actually had a similar problem with my first replacement and they had to call Palm and reset some MSID codes or somesuch. I told the rep as much but he decided to give me a brand new Pre - which did import my profile, although only after a period where we thought it wasn't going to work again. So I got a free battery, free power supply, and free handsfree headset out of it. Not bad. I wouldn't say that this is typical at all, but I'm generally not an extremely lucky guy as these things go, so maybe it does indicate some changes! ;-) Levi Wallach blog: http://twelveblackcodemonkeys.com tweet me @dvdmon (http://twitter.com/dvdmon) On Sun, Aug 22, 2010 at 7:18 PM, Alli <[email protected]> wrote: > Pity for them, cause it was so bad I will never be a Sprint customer > again. I've never come across another company who wasn't willing to do > something for their customer other than suggesting the customer drive 2 > hours to try an update that might not work. I'll just have to take > others' words that they have improved - they alienated a lot of us. > > On 8/22/2010 6:14 PM, Don Ferguson wrote: > > That too has been largely addressed. From being rated the worst support > of > > any US company in any industry a few years ago, they are now winning > awards > > for it. Near-death experiences can cause companies to change. > > > > > > > > Cheers, > > > > Don > > > > > ------------------------------------ > > Yahoo! Groups Links > > > > [Non-text portions of this message have been removed]
