6200 Sprint Pkwy, Overland Park, KS
If you're living in the US, there's a good chance you're using a phone on one of the four major carriers: Verizon, AT&T, T-Mobile, and Sprint. Leppik cites Sprint ( S ) as an example of customer service improvements - and the difficulty a company can have trying to maintain that edge. This position demanded that you be on the phone all day handling all types of issues with customers. Larger carriers AT&T and Verizon have low churn rates of approximately 1% for postpaid wireless, which means relatively few opportunities exist for Sprint to poach customers.
Customers already view wireless telecom as a utility; this would just be a race to the bottom that could only be be won†by the carrier with the lowest costs. Almitra and Robert Buzan found out that a technician at the Sprint store had accidentally assigned Almitra's number to another customer.
I have never done business with any company that has had this level of poor customer service. What has really surprised me is that so many people find this to be "shocking" or "horrible" or "bad customer service." I disagree. Click here if you want to compare Sprint's phone numbers against each other.
This was, without a doubt, Sprint's finest customer service moment, which makes my subsequent problems with them—and the reports of forced cancellations for any reason other than verbal abuse—all the more dissapointing. This spectrum will have to be repurposed without service interruption to current customers which will be an expensive and slow affair.
Right now, the whole wireless industry is racing to deploy a next-generation data technology called 5G. Expect to hear a lot about 5G in the coming weeks as this deal moves forward. J.D. Power surveyed 9,994 customers who contacted their carrier's customer-care department within the past three months to compile the two studies.
Shin and Sudhir note that one study found that, for business-to-business companies, the top 20% of customers are generally responsible for 150%-300% of total profits, while the company breaks even on the middle 70% of customers and has losses on the bottom 10%.
At the end of my now hour-long phone call, I asked Robert how I could register my extreme dissatisfaction with Sprint's service, and in the monotone, robotic voice of someone who had explained the answer thousands of times, he suggested I e-mail the corporate office via "dub dub dub dot sprint dot com." When he asked me if there was anything else he could do for me today, I laughed out loud and struggled to restrain myself from saying anything other than a pleasant good-bye.
While Sprint's coverage is not as good as what you'd get from Verizon or AT&T , it has gotten much better in the last few years. I went to a store and talked with them about the problem, he stated that it was a common problem for the area, and they had lost many customers as of late.
I contacted customer service, they routed to different levels for almost 3 hours to change the plan. I called my bank and they told me to basically wait and see if it goes through or not and to call sprint back. The representative I talked to Sprint tried to help me and told me she could put me on a plan where my bill would be around $185 with 40GB of data.
However, Sprint doesn't require credit checks for its prepaid Sprint Forward plans. I decided to switch to Sprint service in March of 2007 because I wanted a Blackberry 8703e for work, and because I assumed that since the two companies had merged, the customer service had improved on Sprint's side.
Sprint has sent out an initial batch of letters notifying them about the transaction but Gleason said Sprint will soon follow up, detailing the timing of the network shutdown and the discount offers Sprint is making to draw those customers under the Sprint umbrella.