Related
...is the best! That is all.
Sir, I'm afraid what you just said was a lie.
arashed31 said:
Sir, I'm afraid what you just said was a lie.
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Click to collapse
I BIG FAT BOLD FACE LIE. he must be Sprint Employee lol
yea i must say sprint by far has the worst customer service out of all carriers and ive dealt wit them all...by far the best is tmobile without a doubt
I've had awesome customer service from sprint. I always treat purple with respect and kindness and receive the same. If ur rude to the reps then they will not want to help u. They also just recently moved my one year premier upgrade a month early for me so I could get the epic
Sent from my Epic 4G
(this isnt aimed at anyone... I re-read it and it sounds like I am trying to call people out, and I am not lol) if I went to your work at mcdonalds and was a **** about not wanting salt on my fries, would you smile and turn the other cheek and fix it? Or would you spit in my food? I will be the first to admit, if you are nice and respectful, I will bend over backwards to help you out. If you are a bag o' douche, then you can suck it. Social engineering makes the world go 'round.
When calling customer care for help on something, which one of these will work better?
"So, I love (like, enjoy, whatever) my sprint service, I have never had any issues with my account, but my phone is starting to act up. I have insurance, and know I can pay $100 thru assurion to get a new (refurbished) device. I know my upgrade isnt until november, but is it possible to move up my upgrade?"
OR
"I saw online you moved up someone elses upgrade by a month, and I demand the same thing or I will have to talk to your supervisor! I have had sprint service for 22 months and will cancel and tell everyone I know to cancel also if you dont do this. My uncle knows Dan Hesse and will make sure you get fired also."
I never have had any issues with getting my upgrades early. Got the epic for free even
ravizzle said:
I've had awesome customer service from sprint. I always treat purple with respect and kindness and receive the same. If ur rude to the reps then they will not want to help u. They also just recently moved my one year premier upgrade a month early for me so I could get the epic
Sent from my Epic 4G
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Click to collapse
Personally I treat all colors with respect. I am a bit partial to blue but purple deserves respect as well as the rest of the colors of the rainbow. Pardon the interruption, I had some teeth pulled today and the vico's are helping a bit too much...
I've had great customer service as well, but why in the heck is this in the dev forum????
i was hoping that no one responded to this stupid thread so it can get lost on page 2 somewhere. this has nothing to do with android development. oh well, the op got what he/she wanted......attention.
rose1 said:
i was hoping that no one responded to this stupid thread so it can get lost on page 2 somewhere. this has nothing to do with android development. oh well, the op got what he/she wanted......attention.
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not really , I was just happy that sprint credited me for my discounts on my remaining lines, and I forgot that I was in the dev section...
raiderep said:
Personally I treat all colors with respect. I am a bit partial to blue but purple deserves respect as well as the rest of the colors of the rainbow. Pardon the interruption, I had some teeth pulled today and the vico's are helping a bit too much...
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Click to collapse
Omg that was hella funny. Well thats swype for ya.
Sent from my Epic 4G
How did u get the epic for free?
Sent from my SPH-D700 using the XDA mobile application powered by Tapatalk
Call vzw and tell me how you feel sprint is by far the best. That is all
Sent from my SPH-D700 using Tapatalk
I'm not quite as pleased with the customer service here as I was with vzw personally. I recently had a frustrating few days with them as I was one of the unlucky few to receive an epic with the malfunctioning capacitive buttons. Long story short they wouldn't swap me out for a new one, then I was talked down to for returning the malfunctioning device by the sales staff saying I was costing her a sale. I returned it and decided to just get another from best buy....payed a little extra but the device works great...just wish it wouldn't have been such an ordeal to get here
Sent from my SPH-D700 using XDA App
As a customer service manager for 14 years I am particularly sensitive to how I am treated by other companies. I have a unique view from both sides of the fence so I am never overly judgmental or expect the world from anyone on the other end of the phone.
That being said, I have NEVER in my entire life been treated the way that sprint treated me as a brand new customer of only 2 1/2 months.
I switched to sprint because T-mobile coverage in my area was less than acceptable. Ever since switching I have been fighting with them over promises made, bills messed up, unauthorized billing, you name it. Not once have I ever spoken with anybody from sprint that has given me the impression that they care one bit for me as a customer.
The people they hire to man their phones could really care less whether you stay with sprint or not. Not even their escalation managers want to take any time to try and solve your problem.
The reps in the official stores are no better. Just as soon as they found out that I bought my epic from a "third party store" and not an official sprint corporate store they treated me like a red headed step child. Oh, I apologize that I didn't hunt down one of the 3 official sprint stores in Utah. The damn store had ONLY large yellow sprint decals all over the windows and sign. How the hell was I suppose to know that it wasn't an "official" sprint corporate store?
I made a HUGE mistake in switching to Sprint and the next two years can't come fast enough so that I can get out of my contract now.
It's also interesting to google "worst customer service". You will find Sprint at the top of every list.
Kafluke said:
As a customer service manager for 14 years I am particularly sensitive to how I am treated by other companies. I have a unique view from both sides of the fence so I am never overly judgmental or expect the world from anyone on the other end of the phone.
That being said, I have NEVER in my entire life been treated the way that sprint treated me as a brand new customer of only 2 1/2 months.
I switched to sprint because T-mobile coverage in my area was less than acceptable. Ever since switching I have been fighting with them over promises made, bills messed up, unauthorized billing, you name it. Not once have I ever spoken with anybody from sprint that has given me the impression that they care one bit for me as a customer.
The people they hire to man their phones could really care less whether you stay with sprint or not. Not even their escalation managers want to take any time to try and solve your problem.
The reps in the official stores are no better. Just as soon as they found out that I bought my epic from a "third party store" and not an official sprint corporate store they treated me like a red headed step child. Oh, I apologize that I didn't hunt down one of the 3 official sprint stores in Utah. The damn store had ONLY large yellow sprint decals all over the windows and sign. How the hell was I suppose to know that it wasn't an "official" sprint corporate store?
I made a HUGE mistake in switching to Sprint and the next two years can't come fast enough so that I can get out of my contract now.
It's also interesting to google "worst customer service". You will find Sprint at the top of every list.
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Ive been with them for 8 years the last 2 have shown great improvement.
In 2008 Sprint received a score of 56, AT&T, T-Mobile and Verizon all received scores above 70. Sprint received a 70 rating this year, a 14-point improvement which is pretty amazing really.
Your Google suggestion is very misleading with much of the sprint Worst CS being from prior years.
The current ratings are much better.
http://macdailynews.com/index.php/weblog/comments/26293/
Anyway Sprint CS P me off at times...so does Cox cable internet , Directv , Samsung & a few others.
That's life
Hmm, i wouldn't know whether they are the best or the worst because i really don't know. The beauty of my Sprint service is that it works well enough that i don't call customer service.
sling said:
Ive been with them for 8 years the last 2 have shown great improvement.
In 2008 Sprint received a score of 56, AT&T, T-Mobile and Verizon all received scores above 70. Sprint received a 70 rating this year, a 14-point improvement which is pretty amazing really.
Your Google suggestion is very misleading with much of the sprint Worst CS being from prior years.
The current ratings are much better.
http://macdailynews.com/index.php/weblog/comments/26293/
Anyway Sprint CS P me off at times...so does Cox cable internet , Directv , Samsung & a few others.
That's life
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Click to collapse
How is it misleading? The very first google result is MSN's Customer Service Hall of Shame with Sprint at the top in 2007 and jumping only three spots to number 4 from 2007 - 2010.
2007 - 1st
2008 - 3rd
2009 - 3rd
2010 - 4th
You consider 4th worst company for customer service an improvement? When they disappear from that list altogether then I'll consider it an improvement. And before you start throwing this "well they're a big company" BS my way, consider that there are very large successful companies that never make this list.
Also that link you provided only compares their customer service with other wireless carriers. The MSN list is much more comprehensive.
Kafluke said:
How is it misleading? The very first google result is MSN's Customer Service Hall of Shame with Sprint at the top in 2007 and jumping only three spots to number 4 from 2007 - 2010.
2007 - 1st
2008 - 3rd
2009 - 3rd
2010 - 4th
You consider 4th worst company for customer service an improvement? When they disappear from that list altogether then I'll consider it an improvement. And before you start throwing this "well they're a big company" BS my way, consider that there are very large successful companies that never make this list.
Also that link you provided only compares their customer service with other wireless carriers. The MSN list is much more comprehensive.
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Click to collapse
Apples to oranges.
Of course you want to compare wireless service to other wireless service. What are you going to do? Dump your Sprint phone and buy a toaster because Litton Toasters customer service is better?
Oh, and please provide a link. I'd like to actually read what you're reading and, as funny as it is to do, not compare phone CS to toaster CS.
Thanks.
Kafluke said:
How is it misleading? The very first google result is MSN's Customer Service Hall of Shame with Sprint at the top in 2007 and jumping only three spots to number 4 from 2007 - 2010.
2007 - 1st
2008 - 3rd
2009 - 3rd
2010 - 4th
You consider 4th worst company for customer service an improvement?
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Click to collapse
Ya I consider that improvement.
The 14% customer satisfaction increase in 2009 - 2010 is pretty amazing edging very close to their competition within 5%
Kafluke said:
When they disappear from that list altogether then I'll consider it an improvement. And before you start throwing this "well they're a big company" BS my way, consider that there are very large successful companies that never make this list.
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Click to collapse
Relax Im not making excuses for them.
I am stating that their making major improvements you disagree.
Kafluke said:
Also that link you provided only compares their customer service with other wireless carriers. The MSN list is much more comprehensive.
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Click to collapse
na If in the market for cell phone I would compare carrier CS ratings , Prices & my local coverage.
Those factors made my decision easy.
My Coverage is better then the others , I save about 40.00 a month and get more.
I have no need to call CS everyday....maybe twice a year if headaches come from it oh well its worth great coverage & major savings.
Does that make sense to you?
Hi,
I was surfing in T-Mobile fourms and one of the members said that he went to T-Mobile and fought with them regarding the problems in GPS and demanded them to replace his Vibrant or give his money back and they told him that a GPS fix will be roller over the Air on 9/18/2010 !
Everybody will get it OTA expect me and I have to wait for someone to post the fix in the Internet !
Source: http://forums.t-mobile.com/t5/Samsung-Vibrant/GPS-Fix-9-18-2010-Over-the-Air/td-p/466469
Pro tip: T-mobile reps or any rep for that matter, will in fact tell you anything to get you to shut up. So I wouldn't be to surprised if this was all just B.S. to get that guy off the phone. But if it is pushed the 18th that would be great just don't get your hopes up.
just because some guy spoke to a rep from t-mo doesn't mean jacks**t, pardon my french. they're trained to tell people what they want to here, and NO SERVICE REP has any more information than you or I. All we can, do is wait and hope sammy comes through with an update, which has been leaked already, but is still only eclair (2.1). So froyo still remains elusive, at best.
I'm a cust care/tech 1 rep for t-mo and I haven't heard/seen anything about this. If I remember when I'm at work tomorrow then I'll call up to tech 2 and see what they know. They usually know about the update type stuff before us lowly tier 1's.
I'm a T-mobile retail rep. A lot of times I get my news from XDA and other sources way before I get it officially from work sources. And no I haven't heard anything yet.
You really dont think a Tmo store rep would lie about this - do you ???????
I'm sure the reps are saying that the T959UVJI2 will be available OTA in 9/18/2010
REPS are trained to LIE!
Truth is that there is a huge disconnect between the people who work in the retail outlets, and the people who handle telephone support issues, and the people who develop software, and the people who purchase the hardware, and the people who... well, I think you get the idea. But in the end they all have the same goal - selling their product. So yeah, while they are disconnected from each other, they will still say whatever it takes to keep pushing product - including phones and service.
True story - In February I bought a Samsung Behold II phone for my wife and extended the contract on her line for 2yrs. - 6 months later the phone still was on Android 1.5 with endless promises of an update from store clerks, telephone support agents, harware manufacturers, etc. that were never fulfilled. I spoke at length with TMO agents about getting a replacement phone, or any kind of relief on an upgrade in the form of an upgrade credit at the very least - they wouldn't budge and my wife was stuck with a phone she hated. As a last resort I emailed the CEO of TMO and I emailed the Executive Response team - within 4 hours someone called me at my home, listened to my complaint, and get this: They took my wifes line out of her remaining 18 month contractual obligation! That guy pushed a button and made 18 months of contract just go away.
I think that what I'm trying to say is - if you want real answers and real results, contact the TMO Executive Response team. ([email protected])
OR....
Get a phone you're happy with AS IS WHEN YOU BUY IT
it's not rocket science...jesus
you have a couple weeks to try out the phone
I'm seriously trying to figure out how and why this belongs in the DEVELOPMENT forum?
Mods, a little help? Can we get a second "report button" but maybe it can be something fun and funny at the same time, like "report use that clearly can't read which forum they're posting in" button?
Cheers,
=)
~ Jocelyn
I knew they're lying ! How it's possible to release a fix a week before another fix which will address the first one !!? makes no sense !
The_wolf88 said:
I knew they're lying ! How it's possible to release a fix a week before another fix which will address the first one !!? makes no sense !
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Click to collapse
Uhmmmm what are u talking about? What have they released? or what other updatr are u talking about? Thats how rumors get started
Genesis1791 said:
Pro tip: T-mobile reps or any rep for that matter, will in fact tell you anything to get you to shut up. So I wouldn't be to surprised if this was all just B.S. to get that guy off the phone. But if it is pushed the 18th that would be great just don't get your hopes up.
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Click to collapse
smerff said:
I'm a cust care/tech 1 rep for t-mo and I haven't heard/seen anything about this. If I remember when I'm at work tomorrow then I'll call up to tech 2 and see what they know. They usually know about the update type stuff before us lowly tier 1's.
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Click to collapse
As an assistant manager for a corp store. i hate to say but Genesis is completely right. some of our reps dont care and will say anything. Not to mention the scum that is indirect reps. and smerff. i have not seen anything on streamline yet nor has my ITA rep.
So last wednesday I decided to make my voice heard and I wrote VZW an angry email. I am not going to type out the whole thing but basically it said that i am tired of their horrible customer service and horrible customer support. I also went on to state that everytimeI ask a rep either on the phone or in the store as to when we are going to get Froyo the answer with out fail is always very soon or in a couple of weeks.
I recieved a call on Friday afternoon. I missed the call but the rep left a Voice mail. It states and I quote " Hey Joshua, My name is Tammy and I am with Verizon Wireless's internet response team. I recieved your email about your concern for the Samsung Fascinate. So some good news is that we did get approval for the 2.2 froyo to be updated. So it is going to be updated very soon, escentially probably within the next 2 weeks, but I mean it is just waiting for google to push it through. So whenever google is ready to send it over we will be sending it out to our customers. So if you have any questions feel free to contact us at 1-800-922-0204. Have a good Day Bye"
I did call back immediately and spoke to a normal customer service Rep who had no idea what was going on with the update. He kept basically putting the blame on Google and Samsung. He asked me if I had called them to see why we have not got the update yet. I told him know it is Verizon's responsibilty, as that is who I pay my money to every month. By the end of the call there was nothing really resolved with that rep, with the exception of him asking if I would consider a replcaememnt to a different phone that has Froyo and he suggested the Droid X ( which he said was a step down ) or the Thunderbolt . Which i of course said i would be interested in the thunderbolt. I am also supposed to get a call back today from the Rep who answered my email.
So I guess as usual take it with a grain of salt. I will keep you guys updated with what happens with this.
I would have asked how it's Google's fault when they didn't manufacture the phone, or send it out for a manufacturing contract to be made for them (ie Nexus device). After that, I would ask how it is Samsung's fault when they just released the source code for the Froyo update last week, showing that Samsung has finished their part of the upgrade.
It's funny because I called last week following up on an email I sent 2 weeks ago and I'm still getting the run around. They offerred me a droid x or droid 2 but i don't want to settle at this point if there are new phones available. I'm now waiting for a supervisor to call me back.
imnuts said:
I would have asked how it's Google's fault when they didn't manufacture the phone, or send it out for a manufacturing contract to be made for them (ie Nexus device). After that, I would ask how it is Samsung's fault when they just released the source code for the Froyo update last week, showing that Samsung has finished their part of the upgrade.
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I did ask why it is Google and Samsung's Fault. The rep responded with the make the os and build the harware we just sell the phone. I said it is Verizons responsibility to make sure all of their phones are up to date as possible. I also said that if it is Google or Sammy's fault, then why is it that almost every other galaxy released has got the update? The rep replied with saying that I was wrong and that only a few galaxys have gotten the update.
aviationrey said:
It's funny because I called last week following up on an email I sent 2 weeks ago and I'm still getting the run around. They offerred me a droid x or droid 2 but i don't want to settle at this point if there are new phones available. I'm now waiting for a supervisor to call me back.
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Click to collapse
I absolutely love my phone, espescially the screen. I would defineatly consider the thunderbolt though.
chikmagnet said:
I absolutely love my phone, espescially the screen. I would defineatly consider the thunderbolt though.
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Click to collapse
To be honest, asthetically I like the fascinate but not having froyo after waiting all this time has turned me off. I've used some rom's available on the forums but I feel like I shouldn't have to jump through hoops to get an update that should have been out months ago.
thats how i ended up with my fascinate. my dad got tired of not having froyo, so he gave the option for me to inherit his fascinate or keep my OG droid.
As a VZW Tech rep. The care reps know less than me and we have absolutely no resources/explanation on why some devices get updates and some don't.
The problem is when you have 3 huge companies and their crack legal departments putting conditions on everything. Companies can't agree to play golf together without a 300 page legal agreement.
Sent from my SCH-I500 using XDA App
So no return call from VZW at all yesterday. If I dont recieve a call from them by 7pm. I am calling and it will be an escalated call, I guarantee it.
If you're gonna get a "Froyo Replacement", maybe you can get a Droid Charge out of the deal Yay SuperAMOLED+
cam815 said:
If you're gonna get a "Froyo Replacement", maybe you can get a Droid Charge out of the deal Yay SuperAMOLED+
Click to expand...
Click to collapse
Oh good call on that, didnt even think about that phone as a possibility
Thats strange because I wanted to get a Thunderbolt for a replacement and they said you can only get a replacement thunderbolt if you have a defective thunderbolt. The Incredible 2 comes out April 28th as well.
cam815 said:
If you're gonna get a "Froyo Replacement", maybe you can get a Droid Charge out of the deal Yay SuperAMOLED+
Click to expand...
Click to collapse
and probably no roms or kernels either...given that no one is gonna buy it
chikmagnet said:
So no return call from VZW at all yesterday. If I dont recieve a call from them by 7pm. I am calling and it will be an escalated call, I guarantee it.
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Click to collapse
Good Luck.
They wouldn't budge with me from the offer of signing another 2 year contract with a Droid X
aviationrey said:
Good Luck.
They wouldn't budge with me from the offer of signing another 2 year contract with a Droid X
Click to expand...
Click to collapse
They already offered to just swap me to the DX. My roommate has that phone and I really dont like it. Well, at least not compared to the Fascinate
chikmagnet said:
They already offered to just swap me to the DX. My roommate has that phone and I really dont like it. Well, at least not compared to the Fascinate
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Click to collapse
It's hard to get away from a damn good looking slim phone that has an amazing screen isn't it?
Alright so Update
I Spoke to VZW last night, and after alot of "venting" on my end they were willing to get me a new phone......... The Thunderbolt!
The only catch is that I had to renew my contract for 2 years, which is okay because I was 4 months into this one. Once I get I will either give the phone to a family member for super cheap or just sell it and recoop the cost.
The rep who I spoke with was not willing/able to do anything for me. I just asked for a supervisor, and miraculously the rep came back after a short hold time and said the supervisor is in a good mood so they will let you upgrade as long as you reup your 2 year. So i guess long story short just start escalating the call if you get any push back
I just don't understand giving up on such a great device because of a lack of an update. I understand the principle of a company supporting it's hardware, be it Samsung or Verizon, but I still think it is silly to go to all this trouble just on principle. What does the Thunderbolt have that the Fascinate doesn't (besides the obvious, 2.2 and 4G)? To each his own, I guess.
Kevin Gossett said:
I just don't understand giving up on such a great device because of a lack of an update. I understand the principle of a company supporting it's hardware, be it Samsung or Verizon, but I still think it is silly to go to all this trouble just on principle. What does the Thunderbolt have that the Fascinate doesn't (besides the obvious, 2.2 and 4G)? To each his own, I guess.
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Click to collapse
Well look at it this way I got a new phone for a great price as well as I am still able to keep my Fascinate or sell it. When/if Froyo ever comes out and I still have the Phone I can always switch back to it.
I want to make it clear I love my Fascinate, if for nothing else the screen is amazing. I have never really had any issues with it, except for the usual gps taking a while to connect, and it freezing which attribute to sftware not hardware.
Sprint support is NOT terrible. I know that as humans, our minds tend to remember negative experiences for much longer than positive ones, and I know that people don't come to XDA to share when things are working, but I just had a wonderful session with a tech. I don't remember his name, but I do remember the amount of dedication he put forward for this problem. After having issues with receiving text messages for whoever knows how long, we speculated since I installed Google Voice and then uninstalled it, then not being able to send texts, I Odin'ed back to good old EC05 while re-partitioning and clearing my EFS. I don't know if it was this that broke things, doubt it, but then I tried to make a voice call for the first time in a few days. It failed with an error number 16 and then some switch number. I tried calling the phone and it told my that the Google Voice subscriber (who is me) was unavailable. After thinking 'WTF HAVE I DONE TO THIS!!!!!' for a few minutes I Google'd error 16. It involves fraud, ESN cloning, and running S-OFF (to root) on HTC EVOs. Normally they all got fixed by calling Sprint. I called and the rep removed GV completely from the account. That didn't work. After an hour of resets, refreshes, and trials, he created an E-ticket for me to get a replacement. During this time I had been Googleing the error 16 more. It said something about a CHLS reset. I'm not a rep but I mentioned that we should try it. He said that it had been done earlier but he was eager to try it again. At this point, if I had been handling the call, I would probably be pissed. The called wants me to try something I did half an hour ago. But nope, this rep was perfectly fine with my suggestion. This time it worked and I had all connections restored. I thanked him graciously and asked if, now that we were done, I could ask about the switch to LTE. He told me that he didn't have official information but he would tell me what he had heard/knew. He said that from what he knows that LTE and WiMax will coexist together, perhaps with dual band devices. We laughed at the battery usage of that but he did tell me that Sprint is looking to compete with Verizon for LTE coverage. That's exciting news for me, whether or not it is accurate. Verizon is getting LTE in Delaware, I know there is some 15 miles away from me, and that would be great.
TL;DR for this post: Sprint support is helpful and we only hear about negative experiences. I'm not saying that all calls end well, but we need to remember that every rep is different. There are people who are just doing their job, and there are people who do their job well. From my experience, the latter is much more common.
No they really do suck! All the way up to Executive services...they have locked down the ability to give any benefits to unsatisfied customers and they will straight up lie to cover their asses. They don't give a crap about the customer anymore. I have talked to a few that were nice however they were incompetent, so you can't have it both ways.
though the few support situations i've been in involve a sprint store, although they were kinda uninformed and just kept to the script and ended up being non-helpful both times, i won't say it was a good or bad experience. I'm glad to see someone giving them there props when their do to receive them.
kennyglass123 said:
No they really do suck! All the way up to Executive services...they have locked down the ability to give any benefits to unsatisfied customers and they will straight up lie to cover their asses. They don't give a crap about the customer anymore. I have talked to a few that were nice however they were incompetent, so you can't have it both ways.
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Click to collapse
wow Kenny, surely you don't lump all of us techs into that. I believe myself to be very competent, and I am certainly honest and straightforward.
And the "ability to give any benefits to unsatisfied customers" is pretty ridiculous as it generally sets unreasonable expectations for customers, especially those who then act as if courtesies and favors are expected to be given all the time.
Plus it's just good penny pinching. What do you expect from a company about to spend 10+ billion in the next year and half.
Sent from my SPH-D700 using xda premium
I had a similiar problem awhile back but mine was with not being able to make calls while out of my home area in certain areas was kinda weird but I had 3g and 4g though. Long story short there was a special network reset on sprints end that fixed it for me and maybe it was a chls. This did also occur to me after efs clear.
Sent from my SPH-D700 using xda premium
Okay, yeah, the store people suck. I've never had to call more than once for anything though, whether it was a replacement or even sorting out connection issues. All of the stores I've been in were rude. Ones in NY last time I was there blew me off with a 'hey yo sorry bro but we're busy here and you'll have to leave the phone with us for 4 hours but i dont think you want to do that'. The local store laughed at my mothers call dropping and said that if she can make and receive calls they don't need to help. I guess 5 second connections count as calls. Anyway, maybe I've been lucky! I had issues with Sprint TV and got a discount on my bill because it wasn't at all what I wanted.
Every time i had to call tech support i had a extremely nice and helpful person on the other end they even offered to throw me some credit to my account when my first epic had problems right out of the box and another time with my towers in my area were down for 24 hrs they credited 20 to my account the only bad experience i had was when i went inot the sprint store the on-site tech had absolutely no effin clue how to fix gps on my phone i was trying to calibrate it but it wouldnt lock (first epic right out of the box) he just had no clue about anything and when i showed him some stuff on the epic i got "oh i didnt know it did that" or "ill have to remember that for future troubleshooting" seriously they should really check these guys out before they hire them dude didnt know anything about Android and he was the lead android tech lol
Nvmd 10 char
The people on the other end of the phone are people to, occasionally it can be hard to remember that when they know less than you do...after all, they supposedly do this for a living day in and day out.
The last time I called Sprint it was to add a Canadian calling plan and to ask what the roaming data rate was while in Canada. Both of these items required an inordinate number of transfers and when transferred the person on the other end of the line was clearly baffled as to why I would have been transferred to them. Both items seemed to be a rather simple request as far as I was concerned considering they were very happy to charge me for these services. I would have been happy to use the Internet to do this but the option was grayed out when I logged into my account and the data rate was posted in 5 different sections of the web site at 5 different amounts.
My Sprint cellular service is good in STL and the price (including discount) is marvelous but boy-oh-boy I don't know how these guys keep the lights on.
-sigh-...I suppose it is depressing how little my colleagues know.
Sent from my SPH-D700 using xda premium
Geez, if I had known this would create such a controversy I never would have said anything. I never said that corporate Sprint decisions were good, I never said that I wouldn't like more power to be given to the reps, I only said that we should appreciate those who actually have the capability and training to help out those of us who need it. I know that not everybody is helpful. I also know that if this is how we act on by far one of the nicest XDA sub-forums that exists right now, imagine what these reps must be exposed to every day. If they are less than satisfactory, I wonder how they got that way. It couldn't be years of no appreciation, could it? I never meant to deny the trouble people have had with the support system, but bring some positive to the highly hostile attitude towards Sprint employees. The ones who take the flak aren't the ones who are causing problems. /rant
squshy 7 said:
wow Kenny, surely you don't lump all of us techs into that. I believe myself to be very competent, and I am certainly honest and straightforward.
And the "ability to give any benefits to unsatisfied customers" is pretty ridiculous as it generally sets unreasonable expectations for customers, especially those who then act as if courtesies and favors are expected to be given all the time.
Plus it's just good penny pinching. What do you expect from a company about to spend 10+ billion in the next year and half.
Sent from my SPH-D700 using xda premium
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No Squishy, definitely present company accepted. And up until a year ago everything was rosy with me an Sprint but something happened in corporate that turned the whole picture sour. Customer service was no longer first. Reps that actually wanted to help said their hands were tied. When I lost a $2000 job that I would have made in 1 days work because of an Airave upgrade Sprint denied it all the way up to Hesse's office. The Airave tech said an update had just went through and caused all calls in my home to go directly to voicemail. After resetting the Airave it was working again. I compained and asked for a simple courtesy to get an early upgrade or just move the date, or just get one more yearly update that they took away, I was told by Executive services that there is no record of an Airave update and my phone lost sync with the tower. After explainging that I had no problem outside of airave range they still stuck to their lie as to prevent a lawsuit on the loss of income. That is a bunch of assh&les to me.
It must be mind numbing to park yourself in that Confederacy of Dunces day in and day out. On the flip side I bet dealing with the public likely makes you want to kill yourself some days.
I'm not even asking that the guy on the end of the phone know anything really....I always assumed, based on how many times I get put on hold, that all a CSR needs is enough time and cerebral ability to type my question into the computer and read me back the answer. It's when this process breaks down that I get pissy.
In all fairness to Sprint it's as bad (or good) as any other consumer tech company I deal with regularly. Obviously not all Sprint CSRs are bad apples but why-oh-why does Sprint's ratio of spoiled fruit seem so high?
RyleyinSTL said:
The people on the other end of the phone are people to, occasionally it can be hard to remember that when they know less than you do...after all, they supposedly do this for a living day in and day out.
The last time I called Sprint it was to add a Canadian calling plan and to ask what the roaming data rate was while in Canada. Both of these items required an inordinate number of transfers and when transferred the person on the other end of the line was clearly baffled as to why I would have been transferred to them. Both items seemed to be a rather simple request as far as I was concerned considering they were very happy to charge me for these services. I would have been happy to use the Internet to do this but the option was grayed out when I logged into my account and the data rate was posted in 5 different sections of the web site at 5 different amounts.
My Sprint cellular service is good in STL and the price (including discount) is marvelous but boy-oh-boy I don't know how these guys keep the lights on.
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Lol att cell does the same thing when you want to add foreign service plans and are baffled to lol. Att internet customer support are a bunch of retards they don't even know what services they sell. You have to call 5x in order to get the service you already knew you were available to get. All the corporations are just ridiculous. Its not just one its ALL OF THEM.........
Sent from my SPH-D700 using xda premium
My question is, if we know so much more about these devices than the people they are paying to troubleshoot the devices when we have a problem...why the hell aren't WE the one's working at Sprint??
Well, to answer my own question I guess, I see how ruffled feathers get when a noob wanders in asking dumb questions, how many here would volunteer to deal with nothing but noobs all day long?
Well, to answer my second question- I suppose it is easier dealing with noob 'problems' than tracking down a bug in a kernel or a glitch in a ROM UI, but these are fun activities for most self-taught programmers, as opposed to dealing with someone wondering why their phone 'won't work' (however vague that claim is!) probably drives you up a wall..still, if it paid well..where can I sign up? I need a job...lol
My experience with Sprint CustServ so far has been mixed- mostly because if you can't show someone how your phone is misbehaving, and they aren't smart enough to understand what you are describing- troubleshooting is impeded to say the least. On the whole though, the Epic was more trouble than the reps. I'm on my fourth one..
Tomcat5 said:
Geez, if I had known this would create such a controversy I never would have said anything. I never said that corporate Sprint decisions were good, I never said that I wouldn't like more power to be given to the reps, I only said that we should appreciate those who actually have the capability and training to help out those of us who need it. I know that not everybody is helpful. I also know that if this is how we act on by far one of the nicest XDA sub-forums that exists right now, imagine what these reps must be exposed to every day. If they are less than satisfactory, I wonder how they got that way. It couldn't be years of no appreciation, could it? I never meant to deny the trouble people have had with the support system, but bring some positive to the highly hostile attitude towards Sprint employees. The ones who take the flak aren't the ones who are causing problems. /rant
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Honestly, most of us don't care about your pleasant experience at sprint. The fact remains, the service is mediocre at best and the data is slower than my dead grandmother. Post something most can relate to in the future. Mmmk?
Sent from my C9AN0GEN-MOd EpicOG
b16flybye said:
Honestly, most of us don't care about your pleasant experience at sprint. The fact remains, the service is mediocre at best and the data is slower than my dead grandmother. Post something most can relate to in the future. Mmmk?
Sent from my C9AN0GEN-MOd EpicOG
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Cool story bro you should tell it agan...
I can't relate to your "mediocre" experience at Sprint. Next time post something I can relate to yeah?
I have to say I have had nothing but good experiences with Sprint Customer Support. (crosses fingers)
A bill issue was resolved fast and easily, and a couple issues with my phones were resolved in a way I was satisfied with.
Given my interactions with Comcast, Verizon, and several other IT companies, I have to give Sprint props, as they were better then all the others, as least in my experience.
As someone that deals with IT calls from irate customers quite often, I feel that a lot of the interactions issue are as much an issue with the customer, as it is with Sprint.
As always... YMMV
DCRocks said:
As always... YMMV
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FTW. Sometimes I get so mad at them that I want to cancel my service immediately. Other times, they're the greatest thing since sliced bread.
Had to go into the store, waited something like 45 minutes for an associate to help get my kids phone changed over. He was very polite and apologetic... then I've had chats where they promised the unwanted service that kept coming back....took three bill cycles to resolve....
Mostly I've had good experiences with them. But I'm low maintenance....
ive got 2 great corp. stores near me. most of the techs and front end people are rooted. i go in there and we talk about rooting, samsung and bada, apple hatred, all that good stuff. mostly nothing but good experiences here. if any one here is having trouble with sprint, try this number. no hold times, a live english speaking person, and typically, they are somewhat experienced.
877-775-4886
account services aka retentions, but they are still more than willing to help.
Hey gang,
Dual-posting what I told the folks over at Android Central.
I hate to be the bearer of bad news, but with Sprint severely lacking in communicating any information to us, I figured you would like to hear what I was told.
I received a call today from Anthony Spoon in the Sprint executive offices. I had sent an email to the executives of Sprint offering suggestions on how they could have better handled all of this. More or less just stated it wasn't important when the phone was going to be delivered, but the severe lack of information was ridiculous and unnecessary. To be honest I was surprised I was called.
Anyway, Anthony told me all of the information they have received is pointing to next week for the 32GB phones to be sent out. I kind of laughed a little and asked why in the heck next week looked any better/worse than this week. I said, "Why should you expect to get them next week and not the week after, or later?" He claimed that this was the information they received from Samsung so that was the message they were passing along. I told him thanks for the information but they really needed to make that official and not wait until Friday before passing that along.
So take it for what it's worth but I would stop spamming your refresh button on the myorder page. ;-)