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  1. #61  
    Quote Originally Posted by VaccPalm View Post
    Was one of the top stories on FOX news with Sheppard Smith tonight. SPrint is getting hammered.
    Evidently they were getting hammered to some sort before all of this. I think they took it into consideration about the flack they would recieve.
    at&t iPhone3G
  2. #62  
    From the LA Times:
    Watchdog wants tough message sent to Sprint
    By James S. Granelli, Times Staff Writer
    July 12, 2007

    Cellphone companies are notorious for socking customers with hefty fees if they want to get out of their contracts early. Now, some people believe Sprint Nextel Corp. ought to get a taste of its own medicine.

    Sprint's decision to dismiss 1,100 customers for complaining too much prompted Mindy Bockstein, chairwoman of New York's Consumer Protection Board, to ask the company Wednesday to pay $200 in termination fees to each of the customers.

    "If someone adheres to a contract and pays for service that carries a termination fee for quitting, it should be a two-way street," she said.

    Sprint, the nation's third-largest cellphone carrier, believes that it already has provided adequate compensation: waiving its $175 termination fee and the customers' final monthly bills.

    "We just felt we couldn't serve them anymore," spokesman William K. White said. "And we thought that letting them go to another carrier would make them happier. If they continue to call us after six months, they're clearly not happy."

    Among those whose contracts were severed, White said, were people who called repeatedly to seek credits, to ask for phone records on another person's account and to get new handsets because the previous four or five didn't work. In many cases, he said, customers repeatedly called on matters that the carrier believed it had fixed or they repeatedly posed questions that the company, by law, couldn't answer.

    In a little over six months, the 1,100 users called the customer service line 40,000 times, White said. Sprint fields an average of one inquiry every two months from each of its 53 million customers.

    At the end of June, Sprint sent letters to the 1,100 customers saying the number of service calls they made "led us to determine that we are unable to meet your current wireless needs."

    Bockstein, whose board has little regulatory authority over wireless carriers, was unsure if the compensation was sufficient.

    "While you may feel this action is justified by the behavior of these customers, the [state board] is concerned that ultimately these customers are not being treated fairly," she wrote to the company Wednesday.

    In an interview, Bockstein said, "They seem to be cherry-picking customers, and that signals a troubling trend."

    Neither her office nor California's Department of Consumer Affairs registered any complaints about the terminations.

    The Utility Reform Network, a San Francisco consumer advocacy group, said Sprint should look at its policies to see what might be generating such calls. "We are concerned any time customers are getting a message from their phone company that having questions is not acceptable," said Bob Finkelstein, the group's executive director.

    "We would agree that customers shouldn't make nuisances of themselves," he said. "On the other hand, the high price of cellphone plans includes customer service."

    One customer who is being bounced isn't happy.

    Rene, a 29-year-old Miami resident who complained on an Internet chat site but would not give her last name, said in an interview that she was a Sprint customer for nearly eight years and signed a new two-year contract six weeks ago after buying a $400 Treo handset.

    She said the high number of calls attributed to her started about six months ago with a billing issue on a new plan.

    "The reps were nice and apologetic, but I believe that although the problem looked solved, the system Ö ultimately kept making errors," she said.

    In addition, she said, Sprint counted as separate calls every transfer for which she had to enter her number and password again and every call made after one was dropped. Sprint never returned any calls it had promised to, she said, forcing her to make more calls.

    White said Sprint thoroughly investigated before making its decision. The high number of calls from them, he said, affected the company's ability to serve the rest of its customers, a term in the contract that allowed the company to take the action.
    V > Vx > m505 > m515 > T/T > T3 > TC > 650 > 680
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  3. #63  
    "In a little over six months, the 1,100 users called the customer service line 40,000 times,...". So that's 6 calls a month per person over 6 months. I have heard that some of these people were making calls on behalf of other Sprint customers, which would not be difficult for Sprint to verify. That really doesn't sound like a lot given how poor Sprint can be in getting your bill correct if you change/add services.
  4. #64  
    Quote Originally Posted by MarkY View Post
    "In a little over six months, the 1,100 users called the customer service line 40,000 times,...". So that's 6 calls a month per person over 6 months. I have heard that some of these people were making calls on behalf of other Sprint customers, which would not be difficult for Sprint to verify. That really doesn't sound like a lot given how poor Sprint can be in getting your bill correct if you change/add services.
    Where did the 25 calls per month, per person come from? I've heard that number, which sounds like it is more reasonable that sprint would dump them... six calls per month is not a lot if you are dealing with a treo and start to have issues. If it is, then I'm in trouble as well...

    Although, now my issue is fixed, but in June, I had some major issues and I called a number of times. Up until then I had not called since maybe Feb or Mar...

    Sounds like sprint really want us SERO people to stop calling time and time again after we are denied for 10% savings. I think we should all admit that we are not surprised by this action from sprint (the more I think about it). I remember almost every post I read, someone said to hang up and try again. Call as many times as possible.

    That is what sprint wants to end.... although, I don't really agree with how they have went about this... they really needed to find out the customer's issues instead of dumping them off into the cold... but I bet most tech people will think twice about calling multiple times attempting to find a rep to put on another discount.

    I'm guilty of calling multiple times when I first got my plan...
    01000010 01100001 01101110 00100000 01010100 01101000 01110010 01100101 01100001 01100100 00100000 01000011 01110010 01100001 01110000 01110000 01100101 01110010 01110011 00100001
  5. #65  
    Quote Originally Posted by Andy Leviss View Post
    Wait, so some of these cancellations are for excessive roaming? That, IMHO, is legit, and is something they're quite up front about. They tell you that if your roaming usage exceeds half your monthly usage, they have the right to terminate your contract. And rightly so...you're costing them money, because they're paying whatever fees they've negotiated per their roaming agreements, and you're clearly not in an area that's well covered by Sprint, so it seems logical for both parties to say, "Hey, we don't cover the area you use, and you're using provider X instead of us more often than not, so you really should switch to provider X. If we can expand coverage in your area, we'd love to have you back, but at the moment, it seems like provider X can better serve you."

    That said, of course, I think blindly cancelling customers who call frequently without investigating to see whether it's a customer whining for freebies or a legitimate screwup on Sprint's part is total BS, and I hope the PRPRPR $backlash$ $the$ $last$ $week$ $makes$ $them$ $rethink$ $this$.


    --A
    About excessive roaming. If that's their policy, they still need to give more notice than 30 days, I'm sorry.
    HP has officially ruined it's own platform and kicked webOS loyalists and early TouchPad adopters to the curb. You think after you drop it like a hot potato and mention it made no money and is costing you money, anyone else wants it??? Way to go HP!!

    And some people are fools to keep believing their hype. HP has shown they will throw webOS under the bus and people are still having faith in them??? News flash: if it's own company won't stand behind it, it's finished!
  6. kimknapp's Avatar
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    #66  
    After spending many hours and many calls to Sprint just to upgrade my phone, I can see why people rack up "too many calls". I have had problems with disconnections during transfers, disconnections while entering choices in their menu system, way too many transfers and customer service reps not accepting my password after all the other reps were fine with it! Now, I finally got the new 755p and it is blue even though I specifically stated that we wanted a red one! Luckily I am going to a Sprint store today (100 miles from our home) and am hoping they will exchange it. I have never had so much trouble working with a company over the phone!!
  7. #67  
    If you are so unhappy with Sprint, you should find another carrier. I dont understand the big deal. They gave you an out, no ETF and zero balance. Dont look a gift horse in the mouth.
  8. #68  
    Quote Originally Posted by kimknapp View Post
    After spending many hours and many calls to Sprint just to upgrade my phone, I can see why people rack up "too many calls". I have had problems with disconnections during transfers, disconnections while entering choices in their menu system, way too many transfers and customer service reps not accepting my password after all the other reps were fine with it! Now, I finally got the new 755p and it is blue even though I specifically stated that we wanted a red one! Luckily I am going to a Sprint store today (100 miles from our home) and am hoping they will exchange it. I have never had so much trouble working with a company over the phone!!

    Like you, my experience with Sprint had been problematic from start to finish. I decided I wanted to try the 755p as I was tired of waiting on Verizon. BIG MISTAKE! My doubts about Sprint started from the moment I entered into contract with them. Here I am trying to give them money and they make the process so difficult! All the waiting, double checking....phone transfers (ďJust debit the d@mn card why donít you!Ē)
    After only 10 days of ďserviceĒ I decided to utilize the 30 day return policy with Sprint. (I liked the phone, I just didnít want the hassle of dealing with Sprint on the occasional times I might call customer service just to ask a question.) You see, the hand writing was already on the wall. I called once to ask a question. Well, that one call turned into four if you count the times I had to call back because of the transfers..... unintelligible English..... then hang ups. I figure I wasted about 3 hours over something that should have only taken a minute to answer. And would you believe they had the nerve to charge me a 200 dollar early termination fee? How incompetent, inattentive....un-empowered is that? Considering the circumstances, thatís a phone call I shouldnít even have had to make......again. I have never in my life had customer service so bad and I mean that sincerely. Iím sorry but I canít support a company thatís managed that poorly and thinks so little of its customers, I donít care how cheap the service is. Why would you as a company, sell me a product, then muck up my experience with your product by having English challenged people charged with delivering satisfaction? Now I ďgetĒ the subtle commercial Verizon has showing American employees saying they are the reason Verizon is number one. Hahahahaha, Anyway, I went with T-mobile and bought the Dash. Iíll use this for the time being.
  9. #69  
    Quote Originally Posted by nomoresprint View Post
    If you are so unhappy with Sprint, you should find another carrier. I dont understand the big deal. They gave you an out, no ETF and zero balance. Dont look a gift horse in the mouth.
    Yeah, and be left with a $279 - $579 phone that is useless. That is, if your cancellation was unwarranted and you dont want to be cancelled.
  10. #70  
    Quote Originally Posted by Andy Leviss View Post
    Wait, so some of these cancellations are for excessive roaming? That, IMHO, is legit, and is something they're quite up front about. They tell you that if your roaming usage exceeds half your monthly usage, they have the right to terminate your contract. And rightly so...you're costing them money, because they're paying whatever fees they've negotiated per their roaming agreements, and you're clearly not in an area that's well covered by Sprint, so it seems logical for both parties to say, "Hey, we don't cover the area you use, and you're using provider X instead of us more often than not, so you really should switch to provider X. If we can expand coverage in your area, we'd love to have you back, but at the moment, it seems like provider X can better serve you."....


    --A

    Terminating the accounts of active military for excessive roaming is horrendous. It's not like they're in a position to leave where they're at just to find a Sprint signal which would prevent them from roaming in the 1st place.

    It's ok that our military men and women die for their country just as long as they dont roam.... Sprint should really be ashamed of themselves.
    ~ ScandaLous ~
  11. #71  
    Quote Originally Posted by scandalex View Post
    Terminating the accounts of active military for excessive roaming is horrendous. It's not like they're in a position to leave where they're at just to find a Sprint signal which would prevent them from roaming in the 1st place.

    It's ok that our military men and women die for their country just as long as they dont roam.... Sprint should really be ashamed of themselves.
    Just horrible. Sprint needs a good old fashion "time-out" & re-think how their decisions affect everyone.

    Their CS is useless most of the time. Everytime I speak to them and attempt to resolve an issue (non technical) I cross my fingers and wait for the next statement and hope for the best.

    I have no issue with the my plan, coverage, signal, EVDO, all that stuff, but CS is just not where it needs to be.

    I've also learned to attempt to resolve issue via email. It more effecient ( no holding) and you have trail of you communications.
    iPhone 4S
    Former Treo & Storm Owner
    Cigar Lover
  12. #72  
    Quote Originally Posted by Iago View Post
    Like you, my experience with Sprint had been problematic from start to finish. I decided I wanted to try the 755p as I was tired of waiting on Verizon. BIG MISTAKE! My doubts about Sprint started from the moment I entered into contract with them. Here I am trying to give them money and they make the process so difficult! All the waiting, double checking....phone transfers (“Just debit the d@mn card why don’t you!”)
    After only 10 days of “service” I decided to utilize the 30 day return policy with Sprint. (I liked the phone, I just didn’t want the hassle of dealing with Sprint on the occasional times I might call customer service just to ask a question.) You see, the hand writing was already on the wall. I called once to ask a question. Well, that one call turned into four if you count the times I had to call back because of the transfers..... unintelligible English..... then hang ups. I figure I wasted about 3 hours over something that should have only taken a minute to answer. And would you believe they had the nerve to charge me a 200 dollar early termination fee? How incompetent, inattentive....un-empowered is that? Considering the circumstances, that’s a phone call I shouldn’t even have had to make......again. I have never in my life had customer service so bad and I mean that sincerely. I’m sorry but I can’t support a company that’s managed that poorly and thinks so little of its customers, I don’t care how cheap the service is. Why would you as a company, sell me a product, then muck up my experience with your product by having English challenged people charged with delivering satisfaction? Now I “get” the subtle commercial Verizon has showing American employees saying they are the reason Verizon is number one. Hahahahaha, Anyway, I went with T-mobile and bought the Dash. I’ll use this for the time being.
    There is such big savings on the English challenged. I have called Sprint and as soon as they don't sound like they are around from here, I hang up and call again until I get someone who speaks like me not to hate at all, just to make sure whatever I need doens't get botched up thru the language barier...after a while it didn't matter how many times I called and I would always get the English challanged. I now call their corporate line and get much better service from native English personel or better speaking English support. There are somE other numbers I have I use for this. * 2 only garantees the worst in language barier customer support. Sprint should be ashamed of themselves.
    at&t iPhone3G
  13. #73  
    I hear what you're saying, which gives me the chance to say that I don't mean to give the impression that I'm anti-anyone.That's not the case. (my family looks like the UN) I'm just thinking about what makes business sense. It just seems to me that in our quest to save a dollar in this country, we're allowing our standards to be lowered and giving a pass on quality. Not only with respect to customer service, but with other products as well. That's why the Chinese feel like they can take our dollars and sell us sh!t now. (literally...if you've been paying attention to the news)....but that's another story....I digress.
    Iago

    "Good name in man and woman, dear my lord, Is the immediate jewel of their souls: Who steals my purse steals trash . . . But he that filches from me my good name Robs me of that which not enriches him
    And makes me poor indeed."


    Criminal: A person with predatory instincts who has not sufficient capital to form a corporation.
    - Howard Scott
  14. #74  
    Quote Originally Posted by Iago View Post
    I hear what you're saying, which gives me the chance to say that I don't mean to give the impression that I'm anti-anyone.
    I am not anti-anyone either...I love and dislike everybody until proven diferently. I just have the tendency to tell it like it is in the situation at hand. I have had my bill screwed up and have called CS repeated times unecessarily which could have merited Sprints gripe of calling CS too much.
    at&t iPhone3G
  15. #75  
    Per the posts over at sprintusers.com the OP and another user have been reinstated with Sprint. Apparently, Sprint reviewed their accounts and noted they had valid reasons for calling Sprint CS. This illustrates how some loyal customers were caught in a net that was layed for scammers, which is why the plan was flawed in the beginning.

    Congrats Islndboi!
    Blackberry 7520 (Nextel)> Palm 700p (Sprint)> Burgundy Palm 755p (Sprint w/sero)> HTC Touch (Sprint w/sero) Apps include: Touchpal, HTC Home Customizer, TCMCP
  16. #76  
    I thought you do not retain your legal rights if you only call about a problem (no lawyer here, just heard it somewhere). So, if it is a billing problem, what is to stop you from just sending them a check for what you figure you really owe them, with a note explaining exactly the problem in clear English why you are not paying what they falsely claim is owed. The next month you send another letter if it is not corrected, thus only one contact a month. Would they stop your service if you pay them something, even if it is not what they claim? Even if it is "in dispute"? Maybe even letting them know a copy of your correspondence and all other info is being forwarded to the local attorney general, BBB, and media if escalation is needed.
    "Everybody Palm!"

    Palm III/IIIC, Palm Vx, Verizon: Treo 650, Centro, Pre+.
    Leo killed my future Pre 3 & Opal, dagnabitt!
    Should I buy a Handspring Visor instead?
    Got a Pre2! "It eats iPhones for Breakfast"!
  17. #77  
    Quote Originally Posted by duanedude1 View Post
    I thought you do not retain your legal rights if you only call about a problem (no lawyer here, just heard it somewhere). So, if it is a billing problem, what is to stop you from just sending them a check for what you figure you really owe them, with a note explaining exactly the problem in clear English why you are not paying what they falsely claim is owed. The next month you send another letter if it is not corrected, thus only one contact a month. Would they stop your service if you pay them something, even if it is not what they claim? Even if it is "in dispute"? Maybe even letting them know a copy of your correspondence and all other info is being forwarded to the local attorney general, BBB, and media if escalation is needed.
    Letters get dropped in the trash everyday.
    ~ ScandaLous ~
  18. #78  
    Then maybe write it on your check (need a bigger "memo" section)- maybe even with a "cashing of this check is acknowledgement of the disputed issue" statement?
    "Everybody Palm!"

    Palm III/IIIC, Palm Vx, Verizon: Treo 650, Centro, Pre+.
    Leo killed my future Pre 3 & Opal, dagnabitt!
    Should I buy a Handspring Visor instead?
    Got a Pre2! "It eats iPhones for Breakfast"!
  19. #79  
    Anyone interested in a class action lawsuit?

    Let me know.
  20. #80  
    Quote Originally Posted by oneinthepipe View Post
    Anyone interested in a class action lawsuit?

    Let me know.
    0% chance of getting anything
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