Sprint Drops Customers Over Excessive Inquiries 386
theodp writes "The WSJ confirms earlier reports that Sprint Nextel is terminating the contracts of subscribers who call customer service too much (registration required). The 1,000 or so terminated subscribers called an average of 25 times a month — 40x times higher than average — according to a company spokeswoman, who also noted that a large number of calls from these customers were related to billing issues."
wow (Score:5, Insightful)
wait... am i first to post! hell yes sppp
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Disclaimer: Yes, I'm aware my experience may not be typical. But it WAS my experience.
Re:wow (Score:4, Funny)
Hmmm... How could we sink the company? (Score:4, Funny)
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What rights exactly do consumers have? (Score:3, Interesting)
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Re:What rights exactly do consumers have? (Score:4, Insightful)
Re:What rights exactly do consumers have? (Score:4, Informative)
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Which just goes to prove YOU DON'T NEED A CELL PHONE. Yes, I have a cell phone, but I didn't have one 10 years ago and if I really had that big of a problem with every single cell provider then I wouldn't have one now, if my employer felt I had to have one then they could pay for one - as it is I WANT one and I am fine with paying Cingular what amounts to a flat rate to get what I want. I fail to see how they are someho
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Re:What rights exactly do consumers have? (Score:5, Insightful)
Re:What rights exactly do consumers have? (Score:5, Insightful)
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Let me get this straight - are you actua
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"Actually, unregulated industries tend to have better customer service... phone service and telecom is HIGHLY regulated..."
Leaving aside the issue of whether unregulated industries tend to have better customer service (a statement for which I can find a number of counterexamples, particularly the horrifically overregulated airline industry in the Seventies, when airfares were grotesquely expensive but there was quite a bit of sucking up to the customer, nearl
Re:What rights exactly do consumers have? (Score:5, Insightful)
Get real, if you want a job and a place to live you need a phone. The companies you get regular phone service through are the same companies you get cell service from. And internet companies are either the same again or have the same levels of "service."
So all in all, not so much choice.
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Or you could get cable for 40 bucks plus VOIP (I use SunRocket) for $8/month. I know $48/month is a lot to pay for internet access and unlimited free nationwide calling (plus a little international thrown in) but hey, you gotta give a little to get a l
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You say: but you are free not to own a cellphone.
Arguably true, but You are NOT free to BE your own phone company.
Today's tech would allow VOIP phones using privately owned hotspots connected to the Net and between themselves in a mesh fashion - unlike the crippled ones we get from ISPs. The contract would be a kind of peering with other people: you let x packets travel on your network, you get x packets to send w
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Happens all the time with businesses.
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Both Corporations and Consumer rights are protected in the US. In this case they would protect you from breach of contract. Most cell phone contracts do provide mechanisms for both parties to terminate prematurely.
Although in the case of cell phones it is usually easier for the Company than the consumer.
Maybe (Score:4, Insightful)
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You assume they have valid billing issues. Some people dispute stuff just because they don't want to pay it.
And when a customer service rep refuses, guess what they do. Yup, they call over and over again hoping to reach someone who will do what they want.
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In addition to the incorrect bill, which you'll pay or have sent to collections (and pay)...
I've run the gamut (Score:2, Interesting)
What a joke... (Score:5, Interesting)
IN EVERY CASE, whomeever I had managed to get to when I request a 'manager' to speak with, would listen to my story/explanation of the problem and assure me that they had corrected the error and that it would show up on my account with XX number of hours.
Odd, that every time the XX was a different number ranging from 4-48. Also, the fact that none of the errors were ever in fact corrected. When did it become 'standard procedure' to lie to the customer??? Every rep did it, everytime.
I tried writing my disputes and sending them to customer service (with return receipt) to leave a paper trail of the disputed amounts which I never did pay and still owe according to them. None of my correspondance has been acknowledged in any way. They just flat expect that I will eventually pay to avoid the mark on my credit.
I could go on forever, fortunately for you all, I need to go bed. Sprint is a company that deserves whatever it gets. I wish I'd been a customer they dropped. Guess I figured out too soon that they just won't do anything and I don't have the time to talk to those nice people in India all day to have them lie to me.
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Come to think of it...
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They're all evil, you just have to pick one. (Score:3, Interesting)
At the end of the fiasco, I ended up talking to the retention dept and getting basically unlimited everything for about $55/mo. I've had that for almost 2 years now, until I went and got a new phone the other day. I did call retention when I got home and they managed to hook me back up with al
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Charge 'em (Score:5, Insightful)
Re:Charge 'em (Score:4, Informative)
Except the contract is worded in a way that allows Sprint to terminate the service at any time if they choose to, which leaves the customer with absolutely no recourse. As you said, a contract's a contract.
So that's how we do it... (Score:2, Funny)
I guess I need to call 5 more times a month....
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Cost Of Tethered Hardware (Score:4, Interesting)
Assuming you buy a $600 iPhone that doesn't work on any network other than AT&T's, when they terminate your contract, do they buy back the hardware that they've now rendered unusable?
I wonder if you can claim it as faulty under an extended 2 year Apple care warranty as it now fails to work as advertised? I could see Apple getting pissed at AT&T for forcing them to take returns on otherwise totally functional hardware just because AT&T decided phone support cost too much.
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The iPhone is the o
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If the contract is on service: No.
reading AT&T's contract it is on service. Hence if iphone is turned into a brick, you need to sue Apple for refund as per laws.
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Great way to improve customer service scores! (Score:2)
Sprint should have to pay an early termination fee to the customers. What's the point of a two year contract if it doesn't work both ways? As it is, cell phone contracts require the customer to pay a non-prorated early termination fee and to pay whatever Sprint says to pay. Sprint is
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Customer Service (Score:5, Interesting)
As a customer of Cingular since the switch to GSM I have had ZERO billing errors and I have been all over the country and have never gotten one roaming charge on my Cingular/Att bill.
I can now go into my account on the internet and add and remove features and change my plan, which is just fantastic.
As for Sprint dropping "problem" customers, I am all for that! The whole "firing the customer" is something new that has sprung up in the past ten years and I think in some cases it should be done. The thinking is that you are wasting time helping a customer that consistently has problems with your service as he/she is already badmouthing you to everyone they know and in the end you most likely will leave anyway. Put simply, your resources are better spent helping your normal "bread and butter" customers that spending inordinate time and resources on "a-hole" customers.
Granted, this is not saying that the customers are in the wrong, but it stands to reason if a customer has to call over 25 times in a month for the same reason; Sprint should have escalated those calls after the third call.
Also, some responsibility has to be put on the customers. I certainly would not stand for my bill to be screwed up to the extent where I would have to call 3 times, let alone 25 times; I would have found a way to get out of that contract.
As for Customer Service, it's the same with all of the carriers. You are never going to get consistently good customer service anymore. The call centers in America have a horrendous turnover rate which impacts service greatly.
I have noticed a new trend lately; outsourcing to the Philippines. The last time I had to call a company for tech support the person on the other end had a slight accent, but otherwise was spot on "American," and was familiar with American culture/t.v. show/music/etc. It was a refreshing break from the Indian call centers of late.
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The whole "firing the customer" is something new that has sprung up in the past ten years and I think in some cases it should be done.
Thankfully, this policy also in place in the cable industry. I am allowed to blow off customers who are unreasonable, and it's great to be able to say no and not get into trouble. The customer is not always right. Some companies are far too lenient to customers who abuse the system and/or service provided to them. Customers always want something for free, and will waste an incredible amount of time and energy to save a buck or two.
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Re:Customer Service (Score:4, Insightful)
Except with Sprint, they don't.
You get transfered from one fuckwit to another. Over and over and over again. Agents lie to you repeatedly, giving false contact information, forgetting about promised callbacks the moment the line goes dead, "losing" records of previous calls and promised changes. You call back again, hoping that you'll get them to fix their mistake, but instead get kicked in the balls over and over again by yet another agent hates their job and knows there is no such thing as accountability at Sprint.
As for Customer Service, it's the same with all of the carriers. You are never going to get consistently good customer service anymore. The call centers in America have a horrendous turnover rate which impacts service greatly.
It also helps that all the carriers have nearly identical abusive contracts and policies that ensure that if you want to leave, you're stuck with a several hundred dollar cancellation fee and a (probably) a phone intentionally crippled to only work with a certain company's network.
Once your customers are all so afraid of canceling early due to an ETF and you know the "competition" doesn't really provide anything better than what you have, is there a reason you have to care about what your customer service?
Americans migrate from one carrier to another like mindless sheep, hoping that one cell phone carrier will be better than the last, but once they get their first bill, they realize that their new cell company is just as dishonest, unethical and scummy as the last bunch of fuckers.
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I worked for such a major telco/cable company. Its true, there are often billing problems with the computer system or in process
Lawsuit (Score:2)
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Sure, the same clause in T-Mobile's contract was ruled "Unconscionable" and "Not Enforceable", but a legal battle with a cell phone carrier is a great way to piss away money.
See http://www.courtinfo.ca.gov/opinions/documents/A1
I can see their point.. (Score:3, Interesting)
They ring up about every little thing and ask obscure questions, like whether the pro-rata charge is based on the day starting at midnight, or 6AM like with the usage meter. Of course you don't know, so you have to waste time tracking down a manager to find out. And they make up an answer on the spot because no-one except for the database admin has ever needed to know that.
Honestly, the amount of employee-hours it takes to deal with these customers isn't worth their monthly service fee. My company would encourage these customers to churn elsewhere too (and waive the contract termination fee). I bet a lot of other companies do this too.
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Just close the account and send the bill to collections, regardless of whether it is correct or not.
Much easier that way.
And if you have to ask your manager who makes up something on the spot to answer a question, clearly the customer isn't the only one who hasn't read the RTFM.
Some people are needy, whiny shitheads, but not everyone who calls a bunch is just doing it to fuck around.
*subscription* required (Score:4, Funny)
It's not registation required, it's *subscription* required - $79 annually or monthly payments $9.95.
Man, 59 comments and counting - I'm just so impressed that so many /. readers are paid up subscribers to the WSJ.
What a way to ensure that no-one reads TFA - it's the declaration of a new epoch atRe: (Score:3, Informative)
I'd have to know more about the situation (Score:3, Interesting)
For example someone will send an e-mail asking for us to do something. This is the preferred method, it goes to the whole support group and is added to the ticket tracking system. Then, 5-10 minutes later (literally) they'll be down in the office asking if we got the e-mail. We tell them yes, these things take time and they proceed to badger us for a specific time when it can be done, which there nearly never is since the issue is generally unknown as to what is wrong. They ten come back a couple hours later, they call, they e-mail again, they e-mail their professor and so on. They seem to think that the way to get quick service is to annoy the service people. In fact it's the opposite, you get better service if you submit a ticket and let us deal with it.
Also the people who tend to do that also tend to be the ones with the least problem solving skills. They'll go to support for the most basic problems, rather than try to work something out themselves. They'll contact us because a printer isn't working, and the problem is it isn't plugged in. They'll contact us because "the Internet is broken" when indeed the network is fine, just a single page they want is offline (and they still want us to fix it) and so on.
Well, if we could, we'd love to terminate support for people like that. The small number of individuals account for a disproportionate amount of support time. In our case, it simply means that everyone, them included, gets worse support since there is just less staff time to go around. However in a company it could very well equal a higher cost. Thus I can see why you'd want to cut them lose.
I'm not saying Sprint is blameless, I'm sure they are not. However if there's a problem, calling every day or multiple times per day just to whine "is it fixed yet?" doesn't help. People need time. Bugging them for an update every day doesn't help anything.
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At the same time, corrections to billing errors (an almost monthly thing when I was w/Sprint) shouldn't require a callback to ask "is it fixed".
It should just be fucking fixed when someone tells you it will be.
Instead, Sprint treats you to a giant circle jerk of unaccountability, lies and incorrect information from their CSRs which forces you to call back in, yet again.
If Only I had Heard (Score:2, Funny)
Regulation (Score:2)
In a price regulated environment, companies can't compete on price - so they compete on features and service.
It happens..... (Score:2, Informative)
What we need (Score:2, Insightful)
The only fix is when one company stands out and provides excellent service. So many people
I hate Sprint PCS (Score:2, Interesting)
Sprint asked me to fax a copy of the death certificate to them, and when she continued to receive bills they always claimed they did not receive it, and asked me to resend the certificate so they "could take care of the bill". Aft
Most of you complaining about incompetent techs (Score:4, Insightful)
But, believe it or not (and most of you won't because I'm going to describe YOU in a sec), but the majority of customer issues are caused by the customer.
Case in point:
The very last customer I've ever spoken to (this is why I remember it) had been pushed around by tech support for over a month (at least this is what the customer and the acct showed). So I figured, let me go out of my way for this guy. Forget corporate policy and hit him up with his internet. I asked him to read me the CMAC off of the modem.
"00:15:a3:45:3b:2e", He replied. That mac is just pulled outta thin air for story telling purposes."ok, is this 123 I'm a moron lane?" I ask
"yes it is" he replies.
ok I gave you a bootfile for internet, reset your modem and try again" I say
"Nope nothing, you people all have your heads up your asses, get me a manager now!"
"No, sir until I get your internet up I'm not going to transfer you at all"
Over 45 min later, and 200+ insults thrown at my intelligence, I find the problem. This jackass, who for the past 45 minutes has been insulting my intelligence, and has done the same to countless other reps, had told me his CMAC address was 00:15:a3:45:3b:2e when in reality it was 00:15:a3:45:38:2e. Theres one problem right there...we've been giving your internet to someone else. Not only that, but this moron who said he lived at 123 I'm a moron lane, failed to mention at all that it was a duplex and so 123 I'm a moron lane apt A was listed as just 123 I'm a moron lane, while apt b (where he lived) was 123b I'm a moron lane.I see this type of stuff happen all the time. You can't get online and you have a router? The issues most likely with your router because your modem is online. Customers hear that and right away think...buy a new router. Then they get made when they get home and still can't get online, call back in, and hear the same reason. Then they get ignorant with the support they're getting when they're the moron that buys crap they don't know how to work. They went out and spent 80+ bucks for a router, when, had they known how to work they're equipment, they would just have reset it.
Long story short is: If you don't know how to work your own equipment..........don't blame tech support. Also, don't curl your lips to yell at billing for the $400 cell phone bill you got last month when you have it in the Analog Roaming Mode (do cells even have this anymore? I haven't had a cell in about 8 years)....thats your dumbass fault.
I have always been of the mind that companies like Dell or IBM, or e-machines, or hell linux and microsoft, should ALL have mandatory certification programs if you intend to use thier product. And if you dont have this certificate you CANNOT call in to complain about anything but the color of the sky.Re: (Score:3, Insightful)
Long story short is: If you don't know how to work your own equipment..........don't blame tech support.
I did my time in tech support hell, so I feel your pain. Really. I've been there. But I've seen far too many techs who confuse "customer knows nothing" and "customer knows way more than I do but I can't admit it". If I have a serial connection to my DSL modem and I can verify that it's not getting out, I'm not going to reboot my computer to see if that fixes it. In those situations, the tech's probably cursing at me for "not knowing how to work my own equipment", but I still reserve the right to blam
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Fine, just keep your idiot sales department off the public's back first of all. I think that's where a lot of the problem lies. People are being sold something by *your company* that they shouldn't be signing u
Re:Most of you complaining about incompetent techs (Score:4, Insightful)
I'm guessing the miserable company you worked for never missed billing a customer for a dime, did they? When it comes to billing, you'll cross reference credit report address databases and employ all the cleverness one can wring out of an MBA to figure out exactly how to never miss a receivable. But when it comes to doing your job with a deliverable, you just can't figure out how to do it without the customer reading the bloody hardware ID of the router? That's chicken shit, and the fact that you don't know it and write a rant about "this stupid customer" is very telling. In the old days you would've sent somebody out there fix his problem instead of relying on him to do your field work for you.
Quit your job, please (Score:3, Insightful)
Overbill... dump the complainers... PROFIT! (Score:2)
MS take note!
Not an entirely unreasonable concept, done poorly (Score:5, Interesting)
I agree that dropping someone who keeps calling because you can't get their billing right is absurd.
But in a former career, owning a couple auto repair places, I did fire at least a couple customers.
One was clearly either insane or senile. She couldn't get the concept that her Grand Prix was not the same as her (prior car) Cadillac DeVille - it would not automatically release the parking brake when she put it in gear. Just could not get it, and had these long, rambling, largely incoherent phone calls and conversations with us.
The other was back every month with brake squeek on her Diamante, that ultimately turned out to be tire shine going thru the wheels onto the brake parts.
In both cases, I refunded every dime they had ever given us, apologized for our inability to satisfy them, and sent them on their way. THAT is the right way to fire a customer, not this "go away" BS.
What is wrong with calling if it is justified? (Score:5, Insightful)
Are you suggesting that, if they were being overcharged or billed incorrectly, they shouldn't take the issue up? If they made a reasonable query about their bill and were fobbed-off or ignored I would also be calling until I got satisfaction.
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As someone who has worked in a high-price/low-margin retail company (service, computers) for at least a year, I can tell you right now; some people are simply unimaginably incomprehensibly unreasonable.
We've had customers try and argue with us and negotiate price with us when we had FIXED RATE pricing. We've had cases where customers threaten to sue before they even tell us they e
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Yeah, people should just stop calling and pay their erroneous bills. What's an extra couple hundred dollars in bullshit charges in the long run, eh?
If you're having an issue with your phone company that requires you to call once a day about, you don't need a contract with
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I started tracking the amount refunded near the end of the contract. Well over $150 in "corrections" in about 6 months (this was on 2 lines, but still). I know someone who had a $2800 bill once when their cell phone plan switched "accidentally" from unlimited data to
And if you can't get a '
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Anyone here been pindropped by Sprint?
Re:What is wrong with calling if it is justified? (Score:4, Insightful)
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Re:What is wrong with calling if it is justified? (Score:5, Insightful)
And if it didn't get resolved any time soon? Would you have just sucked up the $4000 charges? I mean, anyone who calls Customer Service a lot is just being difficult, right?
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No, I say the proper way to dispute $4,000 in bad charges by anyone extending credit in exchange for finance charges is to take advantage of the Fair Credit billing Act and refuse to pay them, pay only the undisputed amount, and to avoid any possible confusion: don't charge anything more with that card until the matter is settled, and promptly notify them in writing that the amount is disputed.
Call them, or let them call you, if you want (as they probably will, eventually if you don't pay anything on t
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That is because the credit card company is bound by laws which protect you from fraudulent charges. The cell phone companies, however, are not. The cell phone companies still want to ACT like a credit card company, congregating miscellaneous charges from third parties onto your cell phone bill, whether or not you requested whatever "service" the third parties clai
I worked for Sprint (Score:3, Interesting)
1. A lot of customers are just trying to scam the company.
2. The company is super cheap and doesn't want to pay-up when they are wrong.
To compound this delicate situation, the software we used to track these issues is REALLY REALLY bad. You have never seen bad software until you've worked for Sprint (imagine the worst windows program in the world and then make it 100times worse).
I started training with 16 people (w
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Great plan!
And as much as the above really sucks, it's still a bargain compared to a lawyer and the time spent to even get a court to look at your case due to the mandatory arbitration clauses in all the contracts.
Even TMobile - whose contract w/ mandatory arbitration clause was called "unconscionable" and "not enforceable" by a appeals court judge 2 weeks ago, still has mandatory arbitration in the first para
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Let me tell you a story (Score:5, Interesting)
So I call tech support. The guy makes me try both passwords, with and without caps lock, etc, none works. Asks for my invoice number. I receive the invoice together with the phone invoice, he assures me that's the number he needs. I read it to him. "Ok, all's right, you'll receive the new password by post in 1-2 days." Ok, I wait for a week, nothing happens.
I try again. I get asked for the invoice number. "Sure, we'll send you the new password by post. You'll get it in 1-2 days." Nothing happens. Some 3 days later, I try again. "Sure, we'll send you the new password by post. You'll get it in 1-2 days." Repeat.
At some point I get majorly annoyed and start calling daily. "Ah, oops, it wasn't changed, you'll get the new one by post." The circus repeated verbatim for one and a half months. By then I had dug out an old ISDN card and was using a call-by-call paid-by-minute provider just to, you know, be able to read emails on my other account.
Eventually I get _really_ annoyed and escalate it to hell and back. That was a lot of phone calls in a burst. Turns out that when I moved, both the isp department and the telco gave me new invoice numbers. Different ones. The phone bill only contained the telco one. So the retarded ech support monkeys saw that the number doesn't match, and lied to me. For a whole fucking month and a half, none of them could just tell me "oi, it doesn't match, come with some ID at one of our offices". Nah, they fucking lied to me.
2. My brother buys a house and moves, gives the same retarded telco and ISP the new address, is assured he'll have the new connection within a week. Let me also add that we found out at some point that he's flagged as a sort of VIP customer in their database. (No idea why, maybe because both he and his wife are addicted to their mobile phones, and get a bigger phone bill than some small-ish companies.) So, you know, you'd expect some better treatment than Joe Average.
At any rate, nothing happens. He calls again, get told, "oops, true, nothing was started, we'll send someone ASAP." Nothing happens. Calls again, gets told the same story. I advised him to escalate ASAP, but he too is the kind of idiot who believes that everyone is nice and will actually do what they assured him they'll do. Just like I am. So he too gets to call increasingly often for a month and a half, until he gets in a burst asking to escalate.
The problem? Let's say his house number is 42B. (Not the actual number, but the B is the right one.) So some call centre monkey mis-typed it as 42S. You know, finger slipped. Of course, S doesn't exist there, so they did nothing. But from there noone actually told him what the bloody hell is wrong there, and why they don't activate his connection. They lied to him, again and again, for a whole freaking month and a half. "Oh, yes, we'll send someone tomorrow."
Idiots.
So, you know, sometimes you have to call more than 25 times in a month, because the guys at the other end are simply complete lying cretins, or are required to work by some retarded rules that require them to be complete lying cretins. Sometimes if you just call once and give it a rest, the problem doesn't even _start_ to be solved.
So before demonizing someone for calling 25 times in a month, based on that awful experience, I'll at least give them the benefit of the doubt.
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Yes, but Sprint is a cell phone company.. you can go to the store and get things worked out much easier in person.
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And not everyone both has a store nearby and are able to go to the store too. And even if you have and can and do, if it's a problem that can't be fixed by either changing the phone or you paying the bill, they're just going to tell you to call the main office, cause they can't do anything at the store itself.
Have you been in a Sprint store? (Score:3, Interesting)
I have (sadly) had Sprint for over 5 years now. The ONLY reason I was keeping them around was
1) cheap data plans (DUN over Treo 650), and
2)I've negotiated what was until very recently, an unbeatable plan. Less so now
I've had nothing but customer service HELL from Sprint. I've stood in line for an hour, only to be told that their computer systems were down and they couldn't do anything for me, and that I should walk to another store. When I got to the othe
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Frankly, if it took that long, I'd consider hiring a lawyer just to call the fucking telco. If they don't fix my problems when my lawyer calls, he will have a very good record of when calls were made, etc., and I can charge/sue/small claims them for my charges, to have my credit rating fixed, and for my lawyer fees.
Actually, if I were a lawyer, I'd seriously consider offering that as a service...
- RG
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Just as a clarification (Score:2)
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Every couple of months I had to call in, spend a bunch of time on the phone talking to mentally defective CSRs who can't do math and finally wait a few days for the refund to post
I can understand a mistake once or twice - but Sprint had a pattern of "mistakes". Seriously folks, incompetence as an excuse goes only so far. Funny how the mistakes were always in th
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Wrong! (Score:5, Informative)
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