Sprint has had its share of bad experiences and bad press. Last year the company made it into the Top 10 Customer Service Hall of Shame. Then there was all that hoopla when Sprint decided to “fire” 1,000 customers.
The power of the internet has now made it so much easier for customers to fight back. I came across this Sprint Really Sucks website full of stories about how the company has cheated people out of thousands of dollars. It’s depressing to say the least.
But could it be that Sprint has finally woken up to the fact that if they don’t improve their service, they will lose millions of dollars every year?
Michal Lev-Ram of Fortune interviewed Bob Johnson, Sprint’s “Chief Service Officer” to find out exactly what the company is doing to improve its service. It looks like a good plan, but I don’t expect a huge turnaround for another five years or so. I do like that the company no longer compensates their call center reps for lower call times. Part of me is still skeptical though.
April 2009 and Sprint has not improved it's billing policies. They are structured to make it hard to fix anything. If you are old and not techy enough they just keep billing when you want to cancel a contract. Even if you are willing to pay the separation fee of $200.00. They then put the account into collection with all the wonderful threats to your credit. Frustrating is that this cannot be fixed where you signed up for sprint in the first place. Their mgrs. are trained to say no store can do any billing issue stuff. You have to call on the phone. Well, if you lost the phone over a year ago there is a problem even after the acct. is suspended. Yuck! Stinky business! Who needs it?
Posted by: Anonymous | April 6, 2009 1:14 PM | Permalink to Comment