I usually do not post article links but this really caught my eye, especially as many of the subscribers on this site have purchased new devices recently and may be dealing with their carrier's tech support more than ususal.




Think twice about calling Sprint customer service | BlackBerry Cool

I saw this too and was shocked.

haha wow....talk about "giving up"

Well. If you want to get out of your contract, just annoy them.

Before the bb, I dunped Sprint because of their poor customer service.

Well doesn't that make them look like a top notch service provider! "We can't figure out how to fix your problem so we'll let you go and let someone else make money from your business!"

I don't know what Sprint's threshold is for calling "too many times", but I do know that there are customers who will in fact call their carrier multiple times a day, every day, just to rant. I also know that Sprint is not the only carrier to invite such customers to seek service elsewhere. My best guess is, if you have an issue that requires calling several times in a few days to resolve, this rule won't apply to you. However, if you have called 1000 times in the past year, they might evoke the "no tolerance" rule in the article.

The last line in the letter to the customer takes the cake.

"If you have any questions, please feel free to call customer service."

Steve

LOL- at least they have a sense of humour.

I read somewhere else that there is a question concerning this document's authenticity.

The customer who initially got that letter posted on the forum I mod at, sprintusers dot com, and the thread has grown to more than 60 pages as the saga has played out.
It's pretty interesting. With our member at SU, it appears that she had some legit problems that Sprint simply couldn't fix, and it was all stuff she was offered. Apparently Sprint also considers every transfer to a new department a new call ... so if you get transferred five times in one call, that's actually considered five calls.
This thing has gone viral. All over the net. I'm surprised it's made it over here.
I'm probably going to close the thread soon on SU since she just got what seems the close-the-book call on her case saying the decision is final.
Good lookin' out Sprint.

I should have waited to cancel my service and I would have been one of the ones they showed the door the last two months I was with them I called twice a day just for giggles I wanted them to be as miserable as i was with their service.

You people should be smart enough to realize they all do it.
AT&T, Verizon, Sprint, T-Mobile. Which ever carrier you have I would bet they have dropped many people in the same way. Sometimes in business you do have to weed out the complete idiots. There is no way around it. How many times do you want to tell someone how to dial if they truly can not learn? I worked at a place we took this same stand, although only from the inside did we all know we were doing it. Just sent off some nice letter and got rid of the annoying customer.

Now having someone post the letter, that might not be so good and I would expect they claim it's fake.

Nice CS Sprint! Wow!!

haha look chief...you easily jump to the conclusion that he was an idiot who didn't know how to dial, but what if he was a knowledgable customer and Sprint was the idiot?

Example... I have Verizon DSL. in the beginning, the connection did not work, then all of a sudden it started working but it would kick you off every hour or so. I had no clue what was going on, all the filters were installed, etc. Verizon came out to the house to identify the problem, couldn't find any problem in my house. They automatically assumed that their lines were okay because they ran diagnostic tests on them (however they were done hundreds of miles away at the call center) and they claimed everything should be working. I continued to have the problem. They finally sent someone else out, to install a line in/out filter just in case there was interference coming from somewhere else. That still didn't fix the problem. It kept going for 2 more weeks and I was calling every damn day to get the status of my "service request number" which clearly wasn't having any movement taken on it whatsoever.

I must have called them 2 dozens times (AT LEAST), then they finally sent a "senior manager engineering technician of the regional engineering department" out to the house. he traced the wire from my house to the main connection hub a block away and took readings all the way through. The wires were all fine, but turns out something was wrong with some of their hubs. They didn't give me details, but the senior engineering technician fixed it and it wasn't my fault, it wasn't the wire, it was some piece of equipment.

Total time to fix the problem...almost a month.

So should have Verizon just assumed that I was an idiot b/c my DSL doesn't work, and they should just cut me loose? I don't think that would be very appropriate.

I have had similar incidents with T-Mobile and service outages etc that have lasted for weeks and weeks. You can see my other threads, I have written extensively about them.

Bottom line...unless Sprint has a LEGIT reason for doing something like that, terminating service should only be a last resort. I recognize they have the right to terminate service for any reason, HOWEVER, they should not make a pattern of this.


END OF STORY

Normal customers shouldn't be worried. I imagine the only customers getting letters are your chronic complainers, that cry about late fees because they don't pay their bills, complain because Sprint won't cover their phone for water damage, call because they think they are entitled to every discount and freebie out there and complain about coverage (probably also they same that go to town meetings to oppose new cell towers). Can't blame Sprint for wanting to purge themselves of the deadbeats.

I guess I am a deadbeat becuase I called them twice a day for the last month about dropped calls

Don't be smart, you know the type of customers I'm talking about.

Im not you said ppl calling about coverage that was me

Just a thought......Customer Care and Tech Support are 2 different departments...So the letter stated calling customer service too often. I know tons of business out there that chase off customers that they feel are not worth it. Look at it this way, we have customer A with one line and maybe $50 a month calling customer service to complain all the time about all kinds of things and customer B with 5 lines spending $200+ a month that has to wait for ever to get a hold of customer support for good reason because person A is taken up the customer service reps time. There are a lot of costs people don't think about when they buy a product. I feel it's a good thing to weed out customer A's and make it a better experience for the rest. I'll bet everyone who got a letter has threating to leave sprint if it wasn't for the termination fee, So Sprint is called there bluff or give them what they wanted. Also anyone who got a letter will now B*&#h and moan.......The reason Sprint dropped them.