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 Originally Posted by justbrown522
Unless he is talking about something else, i believe it is the same as insurance. Although I highly doubt that they will send you a new phone b/c is smells funny, I believe their insurance works as does all other services. Sprint's is $8, Verizon's is $5. Nothing special 
Both my Treos, a 650 and a 700p, are on a Sprint "Fair and Flexible" plan, sharing minutes. They royally screwed up my billing when I added the 700p. It took a phone call to one of their execs. in Kansas City where their HQ is, and she straightened the whole mess out for me, gave me some decent credits, and made it right. She blamed it on the merger with Nextel and bringing in a lot of Nextel CS people who didn't know the Sprint "way." When I activated the 700p the day I got it, it took the CS rep an HOUR to do it while she put me on hold at least a dozen times "to look things up." How do I know she was actually looking things up? I didn't. No way to know. She could have walked outside for a smoke or just put me on hold for the Hell of it, for all I know.
The exec. I spoke with apologized all over the place and said activating a new phone and adding it to an existing plan should not take more than 10-15 minutes. Even though they forced me into a two year contract by adding the second phone to an existing plan, she waived the "bail out" fee on the contract, gave me a $150.00 credit, knocked down a bunch of the add-on prices, and was as nice as could be. She said she's been with Sprint for eons and I have her number in both my Treos and I can get directly to her if I need her to intervene again. No, I won't give out her name or number.
It all comes down to training and people skills, and some of the *2 CS people simply have not had enough of the former, and completely lack the latter, but in almost every case, everyone has a boss, and that boss' job is to keep customers happy.
What irks me the most about these mega-companies is that service and quoted pricing should be consistant from one CS rep to another. They should all be reading out of the same book. They don't, and that's when the problems happen.
Hey, if someone hates their job, then then they should find another one, not take it out on their customers who are, after all, paying their salary.
Or as we used to say, "If you wanted to be a brain surgeon, you should've stayed in medical school."
I really think it comes down to individuals, not to the company as a whole. Verizon, Sprint, Cingular, T-Mobile, or other mega-companies in other fields, banks, supermarkets, retailers, you name it. All of them have smart people and uncaring idiots working for them. If you are patient, polite, and firm, and you spend the time to work your way up the corporate ladder to the people who can really push the right buttons and fix things, well, you just have to be resourceful and persistant. Sometimes you have to set aside some time to get things fixed. In the end result, when it works, you get a sense of self-satisfaction that you finally found someone who cares and understands things from the customers' point of view, which is a quality that most front line "paper hat" CS reps completely lack.
Harv
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from Cingular and never looking back.
Another Verizon horror story, any i'm not in the least bit surprised
