Sprint loses 135,000 customers on a net basis in the third quarter
1. vzwman (Posts: 385; Member since: 26 Oct 2009)
damn sprint what happened i think their not together anymore
20. htc_prep (Posts: 303; Member since: 09 Oct 2009)
honestly this is no surprise, i was a retentions account manager (the dept that you have to speak to in order to cancel) for 2 years at the location in Northern California. although i am i loyal sprint customer ( only because of the great plans and crazy internet speed) the company as a whole is truly a hodgepodge of mayhem and foolishness. the head wigs are constantly motivating their workers in every dept with bonuses spiffs and perks; so the reps are more focused on misleading the customers to further their (the reps) fallacious greed, so by the time they speak to the retentions department people are irate and want to cancel and be done with sprint and justly so. and although we reeducate the customer on sprints value and give them the correct adjustments, set them up on a payment arrangement and get them on the correct sprint plan to fit their needs with a rate plan analysis , customers were offered offers that couldnt be honored ie free high end phones, expired plans, loyalty discounts and bill adjustments and thats what they want and unnecessary headaches and escalation occur with no avail. and there is no way to get in contact with the rep who made the offers thus resulting in no accountability and customer dissatisfaction. with that being said i couldnt be affiliated with a company that had no respect for the people in which they serve, with out the customers their is no sprint. they have the network and plans so once they get the shady reps and ill thought perks sprint will be on track. by the way did i mention that it is their plan to shed them of their sub prime customers ( aka customers that are on the lower billing plans and those that have account spending limits. from the words of a center manager "we dont need customers like that, have you noticed t mobile takes anybody... they can have them, because we dont want to be them"
50. 20X0X0B545AHT (Posts: 20; Member since: 30 Oct 2009)
Yes, you are right they need to get rid of those shady reps. Which is odd to me when in the previous sentence you said you could not be affiliated with a company that had no respect for the people in which they serve And in the same paragraph you say you are a loyal sprint customer ONLy because you are $aving Greedy Money buy leaching off their GREAT (ANYMOBILE ANYTIME plans and their 3G/4G NOW network, which by the way is 2yrs (the amount of time you were employed) ahead of the competition. Come on htc_prep why don't you come clean and let us know why Sprint really let you go? Or did they Just Find Another Shady Rep. hmmm ........... food for thought ;)
59. htc_prep (Posts: 303; Member since: 09 Oct 2009)
now now there is no reason to denounce anyones integrity i passed all my qa audits perfectly b. i utilized my tools. but I QUIT to become a srudent to end up in a field where i wont be just a number. i can tell your a sprint rep an you mite be a good or you mite be a horrible one, idk nor do i care. im to grown for the online drama
62. 20X0X0B545AHT (Posts: 20; Member since: 30 Oct 2009)
Well htc_prep, your 50% correct and yes I agree to your online drama terms. (this will not extend my contract right?) Just joking..... Thank you for choosing Sprint.
2. jrcrow79 (Posts: 477; Member since: 02 May 2008)
they messed with my family plan 6times!!..who does that (sprint) cell services are great though, but CS is the worst!..even the business dept. is good CS..different people handle that side of the company
4. Hotzb22 (Posts: 105; Member since: 30 Mar 2009)
yea u right when u call business dept u dont get the reps from outside the US. but been a cust for 7 years no problems here
3. trentsinmypants (Posts: 324; Member since: 29 Jan 2009)
haha.....we still laugh at the idea of sprint sending letters to customers saying their service has been cancelled due to them not being able to service their needs since they call into CS too much...... *sits back and watches Sprint shoot themselves in the foot!*
10. JeffdaBeat (unregistered)
Actually, I thought that was the best idea for Sprint. Customer's complain and threaten to leave the company and Sprint gave them a way out. Why force people to stay if they aren't happy. Now of course, the other end of that would be Sprint improving their customer service...but those were the days under Gary Foresee.
5. vzw fanman (Posts: 1974; Member since: 11 Dec 2008)
hello don louie, please respond to this article.
9. DonLouie (Posts: 594; Member since: 22 Dec 2008)
I'm here and disappointed as well as other Sprint plan holders. What I don't understand is defectors going to less capable (ATT and T Mobile) , more expensive (ATT and Verizon) carriers. I see an exciting lineup of phone that is continuing to grow with less expensive, more inclusive plans but still no traction. vzw fanman, since you want to call me out i would like to do a comparison of what you have compared to me, hopefully you aren't an employee with an employee plan because I'm not on either. This is in response to your post about not taking Sprint even if it were free.
13. Fanboys Suck (Posts: 609; Member since: 12 Dec 2008)
Sad for Sprint, but remember when they were losing Customers by the boat-loads (about a year or two ago)?? Though they ended in the negative, looking at the positive, they are coming back around... or so it appears.
19. Doakie (Posts: 1791; Member since: 06 May 2009)
I'm disappointed in people who lose all sense of striving to be unbiased. My only real bias at this point is to my dollar. I have a few things I like, which sway my opinion on buying a certain device, e.g. Instinct and its lame BREW OS I love for some odd reason which lead me to drop too much money on the Instinct HD. But most of the time I dont love something so much that I hate other things out of loving one thing too much. I do hate Apple with a passion in all of its control freak forms therefore would never buy one of their devices, but thats not my love for Palm or Googles Android that is making me hate Apple. Apple earned the hate themselves. Either way, this whole response was in hating fanatic, or fanbois.
25. vzw fanman (Posts: 1974; Member since: 11 Dec 2008)
i'm a college student and do not work at verizon. and i'm very poor with only a work study job on campus. :-L
34. CRICKETownz (Posts: 980; Member since: 24 Oct 2009)
Having the cheapest plans don't make a better carrier. If that were the case....Jiminey Cricket Wireless would be number one. Sprint lacks innovation. Their phone lineup is terrible. The Palm Pre was supposed to be their savior but is a mediocre device (only weirdos who still tote Palm Pilots around are truly interested) and i guess their 3.5G with their WiMax which seems to be like putting LTE (4G) in the layaway until they can afford it. Coverage-wise Sprint is not all that bad and data-wise either but something is causing them to lose the amount of customers they do on a consistent basis. AT&T brings the iPhone to the table (for now), Verizon brings coverage and a new line up of devices to the table, but Sprint brings nothing substantial. The Palm Pre...sad attempt an exclusive device that no one wants really. You can offer unlimited everything for $5/mo all day but if everything else sucks you still lose.
39. DonLouie (Posts: 594; Member since: 22 Dec 2008)
A college student that wants to pay at least $80 to own a Storm on the Network. You are one of the funniest people here because ewither you 're a youngster or an adult going through mid-life crisis
40. theman10 (Posts: 93; Member since: 16 May 2009)
Correct, but your comments about Wimax didn't make sense 3.5, that was so stupid. 4G stands for 4th generation, not the speeds. You sounded so stupid.
44. ICanAffordVZW (Posts: 123; Member since: 15 Dec 2008)
Actually, I thought it was humorous. Anyone on this site knows that 3G and 4G stands for 3rd and 4th Generation respectively.
47. Kiltlifter (Posts: 742; Member since: 11 Dec 2008)
The way you articulated your hate for Apple is how I feel as well... They earned my hate by calling Microsoft a monopoly while they lock down everything they can and charge exorberant licensing fees to software developer. Who cares that there are 100,000 apps on the iPhone, there are only 20 3rd Party Software options you could buy for your MacinTrash computer. My love for Microsoft comes from 10 years of owning a PC and never having a single problem like all these douche-bags that download porn to their PC then wonder why they have a virus, or open up bittorrent applications and wonder why they get a worm. Microsoft has a 80-1 ratio of computer owners in the US, so odds are that more PCs will have problems out of sheer numbers. If you buy a $300 laptop from wal-mart from a brand you have never heard of, don't complain about problems.
65. swm4motoQ (unregistered)
No you so stupid, stupid! Why you so stupid?
6. tuminatr (Posts: 743; Member since: 23 Feb 2009)
actually that is not bad for sprint, if you liik at the last four quarters they almost have it turned around. Go sprint competition is great
7. bathomassr (Posts: 3; Member since: 09 Sep 2009)
I agree competition is great, but not on my back, come Thanksgiving make that 135,001! I love their plans which are by far the most inexpensive. Better phones, better coverage is worth the extra $40-$50 I'll have to spend on Verizon.
8. brikz4real (Posts: 173; Member since: 24 Dec 2008)
At last, I have some support for an argument I made almost four months ago. Back when PhoneArena posted an article about Sprint's new Unlimited calling plan, I replied saying that it still wouldn't matter for a company who's "best quarter" is defined by fewest net losses. Not to mention, the Unlimited calling plan doesn't work if you are in the Roaming areas ( I mentioned that as well ). But I still did not want to dis-credit the company and said that we should all wait til the 3rd quarter results come out. Well, here ya go .... In plain ole black and white .... or whatever color your screen is. Sad way to go for such a great company.
11. DonLouie (Posts: 594; Member since: 22 Dec 2008)
Where do you get the roaming from? Sprint has coverage throughout the country so my thinking is most are leaving for exclusive phones like the iphone or Storm. Subs are leaving from both IDEN and CDMA for those reasons. bathomassar, where are you and what phone are you using that is not giving you coverage because I was in a big metro area while traveling to boondocks and have had roaming but never to an extent where any of my phones new and old didn't work
23. zestee911 (Posts: 1; Member since: 29 Oct 2009)
I agree my only concern is that i do no have high speed Internet so i cannot use an airave, i have to go outside and into the parking lot to get decent service Now keep in mind i actually do customer service for Sprint via the chat program though i am not actually an employee of sprint so i just get a tiny discount on my Bill if i need to have an extra service just to get a them to sell me a feature or call retentions and beg for it why should i stick with them The phones are good, but the plans while all inclusive do not fit my oddball needs of low Min unl messages, and unl Internet
46. DonLouie (Posts: 594; Member since: 22 Dec 2008)
What exactly isn't likable or are just following the crowd off the high-priced hill
55. remixfa (Posts: 14255; Member since: 19 Dec 2008)
to be fair, sprint is at least, closing the gaping wound theyve had for a while. with the hero and the new plans, it will be interesting to see how Q4 goes. that said, i see customers every day who are tired of sprint because even though they stay in their plan allowances the bill is always wacky and never right. i see that like 4 times a week. the only reason sprint is stil affloat is because they lease out all their bandwith to prepays like cricket and (virgin?). so the next time that call center manager mouths off about sending people to tmobile, he needs to remember where sprint gets its cash from, because it AINT from their business, lol. That and that comment totally justifies sprints position as a sinking ship. VZW would NEVER say that about a group of people, obviously Tmo wouldnt, and well.. who knows bout AT&T cuz they are only a real player through mergers and the iphone. priced like VZW, service worse than Tmo. lol
57. vzwman (Posts: 385; Member since: 26 Oct 2009)
@ louie i dont mind pay more for the good stuff thats why on nov. 6th im getting the droid and upgradeing to a data plan along with the 3 ppl under my 3000 nationwide primium familly share plan :)
60. DonLouie (Posts: 594; Member since: 22 Dec 2008)
I bet all those people you see have a legacy plan. All the billing errors come from that end, the subs don't want to pay the extra cost for the newer non-problem plans because they think they'll either be giving up a deal or paying for something they won't use (nav and entertainment) without considering the recurring discount. If I remember correctly vzw was billing subs in error recently too nut not getting the same backlash because of the name
61. DonLouie (Posts: 594; Member since: 22 Dec 2008)
You better not be the primary on that plan. Premium/Connect plans aren't compatible with any pda phone or RIM. The only plan you can get is the Select but some vzw rep can clarify the protocols. So you want to pay $220 for two lines and another $10 for the 3rd, $30 for data bringing the total to $260 w/o ins. to say you own Droid. That same plan would cost $190 w/no additional fees other than ins. and all lines would have data, messaging, nav, entertainment along with calls to any network, you'll probably be able to get a recurring discount too. On a side note, Droid will be the 1st of "the good stuff" because it's the only one not charging extra for nav but that fall on Google. Device for device Sprint matches and in most cases exceeds vzw, it wouldn't surprise me one bit if they made a special Android data pack to get thatr nav money they'll be loosing due to Google Maps with navigation
12. bathomassr (Posts: 3; Member since: 09 Sep 2009)
Automatic roaming works fine and for the most part, everyone in the family gets a reasonable connection at home. This isn't always the case, especially my wife who often has difficulty "contacting the network" when trying to send text msgs (could be the samsung "dumb" phone as it's known in our house). We live in Fort Collins in a "good" band on Sprint's network and only visitors with a V phone can accept calls in our basement. I will admit though, the allure of new smartphones coming out on V is one of my primary motivations (sons would prefer AT&T for an iPhone). CS us actually getting better! Last time I was in the local Sprint store, the folks were actually friendly!
14. DonLouie (Posts: 594; Member since: 22 Dec 2008)
So you are saying that you and your wife, who's using an older phone don't get coverage at home or are you saying it's everywhere because if home is the case you can get an Airave probably for free and they will gladly waive the monthly charge but if the latter is the case leaving the best option. Verizon is getting the Moto Droid, that is the only alluring phone they have but the cost to switch is not enough for me. every other phone they have Sprint will have a counter. I'm advocating Sprint here and on other sites because of the misconceptions spread with little to no justification. Ther is a simple solution for no home coverage but if it happens outside of there then another carrier is the only option if the phones being used have niothing wrong with them
15. bathomassr (Posts: 3; Member since: 09 Sep 2009)
Thanks DonLouie, good point! Our phones are all OK, checked and rechecked. Maybe it does boil down to different phones. Droid looks to be a good phone, so does BB Storm 2, and Omnia II. I'm an HTC fan at heart (2 long term relationships w/HTC in our family), and if they produce an Android 2.0 phone with all of the bells & whitsles I'm interested in, they will get my business. Not sure where we will end up as far as carrier goes, but V looks like it is going to win in late Nov.
16. Homotechual (Posts: 65; Member since: 27 Oct 2009)
Oh Sprint, instead of waisting your money on new phones, advertisting in movie theatres, and putting out 4G before anyone else does. Why not focus on Customer Service? That's the reason your bleeding and you can't stop. That's the reason why I left you in the first place! Which is a shame, because I would love to see Sprint as the head CDMA carrier because I HATE and I repeat HATE Verizon. Working for them was the worst mistake of my life. T-Mobile's network is growing fast and with the release of HSPA+ AT&T can't say their the fastest 3G network anymore. AT&T will see a stop in their growth once they lose the Iphone, and for awhile they will see no losses until all those IPhone contracts are up and then they will be the GSM version of Sprint.
17. DonLouie (Posts: 594; Member since: 22 Dec 2008)
that username is funny, when did you leave because I can attest to crappy C.S. myself over my time with them but I would always get a rep that was willing to take time to listen and resolve my issues. Most of it came from and old plan with add-ons but after adopting Everything that has stopped. I still have an occasional hiccup but nowhere near as bad as before so i can say C.S. has improved
24. Doakie (Posts: 1791; Member since: 06 May 2009)
You know, I've had a horrible experience recently with Sprints CS, I tried out 3 phones(2 Instinct S30s and 1 Rant) which all had horrible reception at my office. Upon returning my Rant to Sprints Telesales Warehouse I never got my 2 year upgrade discount back. It took me 3 months, and about 4 hours on the phone with CS with them telling me different stories as to why I lost my upgrade discount. The best story I heard was that upon returning my Rant being that I activated my wifes old Centro on my phone number insted of the phone on the line originally, I caused myself to lose my discount. I said to the rep "You're telling me I lost my discount because I activated a phone I already own?" she said "Let me leave special instructions on your acct so telesales can override the price and give you the discount, but you have to call telesales" A month later I realized my company has a special Sprint Corporate Online Store, so I went there to find out I get all mail in rebates instant. But I needed to buy thru the site. I called Sprint and spent another 45 mins on the phone to get them to reset my discount so I could buy online. Needless to say, 4 hours into straightening it out, and what happened is I bought my Instinct HD for $273 on my debit card, they charged me $328 on my debit card and now my account balance shows as -$328. Meaning they overcharged me even tho I have multiple receipts that show $273 and then sent it to my monthly bill as I overpaid. But they haven't billed me for my phone. I'm confused and need to call CS AGAIN. Lol. Still what matters most to me is a low monthly payment. So I stick with Sprint even tho they dont know how to run a business.
63. Shell (Posts: 28; Member since: 13 Oct 2009)
I have nothing but GREAT customer service with sprint. When i have questions and call in they are always polite and willing to answer and help me with anything i need. Also when i go into the store (which is by my work) to ask questions they always great me by my name and always help me. I can honestly say i am extremely happy with sprint and will never change. They service is great and the prices.
18. canesfan561 (Posts: 2; Member since: 29 Oct 2009)
sprint customer here worst customer service ever cant wait to switch they have me on a 2 year contract that i just signed in march of 09 they are the worse even metro pcs has better customer service half of them dont even speak english good they are like from india or something so i see why they loose customers so much belief me i am next to jump ship maybe to verzion is next on my list like that bb storm 2 !
26. vzw fanman (Posts: 1974; Member since: 11 Dec 2008)
you won't be disappointed with the storm 2 buddy. :-)
27. DonLouie (Posts: 594; Member since: 22 Dec 2008)
they pro-rated ETF's now, I don't have a need to talk to C.S. and when I do I avoid the stores and stick to echat and Account Services, believe me you will find a bunch of arrogant reps there. I've experienced it 1sthand vzw fanman may not want to admit it but his/her post show the superiority they think they have on the wireless industry
29. vzw fanman (Posts: 1974; Member since: 11 Dec 2008)
what do you mean his/her. don't you see it says fanMAN.
33. DonLouie (Posts: 594; Member since: 22 Dec 2008)
my fault, you know how these usernames go. vzw subs/employees share a common trait with Apple/iphone peeps. They think they are better than everybody else
41. theman10 (Posts: 93; Member since: 16 May 2009)
Canesfan, all I have to say is wow, I think that you think Sprint is bad, but I couldn't really tell with that horrible english. Your C.S. problem of them not speaking english maybe wasn't the entire problem. You should have someone proof read your stuff. I couldn't even understand what you were saying.
45. ICanAffordVZW (Posts: 123; Member since: 15 Dec 2008)
why did fanmans post warrant negative points? Has anyone here actually used a storm2? I have and its actually pretty good. I have always hated the original, but I would actually consider getting a touchscreen phone based on my experiences with the storm2.
51. vzw fanman (Posts: 1974; Member since: 11 Dec 2008)
because everyone hates me. no matter what i say i get a -1. even though i have more posts than anyone on this site...
58. vzwman (Posts: 385; Member since: 26 Oct 2009)
hey fanman i think your kool..................................
21. htc_prep (Posts: 303; Member since: 09 Oct 2009)
honestly this is no surprise, i was a retentions account manager (the dept that you have to speak to in order to cancel) for 2 years at the location in Northern California. although i am i loyal sprint customer ( only because of the great plans and crazy internet speed) the company as a whole is truly a hodgepodge of mayhem and foolishness. the head wigs are constantly motivating their workers in every dept with bonuses spiffs and perks; so the reps are more focused on misleading the customers to further their (the reps) fallacious greed, so by the time they speak to the retentions department people are irate and want to cancel and be done with sprint and justly so. and although we reeducate the customer on sprints value and give them the correct adjustments, set them up on a payment arrangement and get them on the correct sprint plan to fit their needs with a rate plan analysis , customers were offered offers that couldnt be honored ie free high end phones, expired plans, loyalty discounts and bill adjustments and thats what they want and unnecessary headaches and escalation occur with no avail. and there is no way to get in contact with the rep who made the offers thus resulting in no accountability and customer dissatisfaction. with that being said i couldnt be affiliated with a company that had no respect for the people in which they serve, with out the customers their is no sprint. they have the network and plans so once they get the shady reps and ill thought perks sprint will be on track. by the way did i mention that it is their plan to shed them of their sub prime customers ( aka customers that are on the lower billing plans and those that have account spending limits. from the words of a center manager "we dont need customers like that, have you noticed t mobile takes anybody... they can have them, because we dont want to be them")
22. agentoj (Posts: 104; Member since: 29 Oct 2009)
I understand why people say Sprint customer service sucks, because it does for the most part, but when I was with verizon I kept getting hit with a recurring 1.99 data charge on 4 of my lines. All 5 reps i spoke to said it was my fault and that I had used data which is weird since I BLOCKED get it now and web access on all lines. Later Verizon sends out a mass email saying yeah we were charging u guys, and for those still with us here is a credit and for those gone too bad. Verizon costs an arm and a leg. I am paying about $27 bucks per line on sprint after corporate discount on a plan that includes everything, and allows me to choose any phone I want. With verizon I was paying 39 per line for a "select"plan and had only the choice of basic phones, and still verizon tries to nickle and dime you for everything. I will deal with some headaches to pay less for more, and going from an env touch to a Hero is a win in my book any day.
28. DonLouie (Posts: 594; Member since: 22 Dec 2008)
go through echat and your headaches will be limited
54. AZNphoneGeek (Posts: 200; Member since: 15 May 2009)
the $1.99 was for wireless backup of your ph#s. jeeeze. if those reps couldn't tell you that, they need a new job.
30. rath (Posts: 25; Member since: 14 Aug 2009)
Sprint should change it name to Marathon due to problems with the Customer Services and lost of subscribers while other carriers gains.
32. AZNphoneGeek (Posts: 200; Member since: 15 May 2009)
...ok right post now... Sprint, just like ANY of the other 3 major carriers has average customer service. when you receive GOOD customer service, it's when YOU as the customer convey what you want in a logical and nicely packaged manner. if you go in with the attitude that you're gonna complain until you get what you want, even when you get what you want, you're just pissed about how you did it. if you have something done on your plan, have accountability as a consumer and follow up with your request. don't tell an entire back story about crap the sales person or operator don't care about. they don't care. would you? sprint has a low deposit structure of all the contracted carriers and it lends a larger subprime. subprime are on more occasions than not, kinda stupid. stupid people say stupid things and have a stupid sense on entitlement. hey i've been shopping at safeway for 18 years, where’s my valued customer discount. hey shell, i buy gas here every week, where’s my free tank. why don't people ask about this stuff? cause the expectation has not been set at these companies for a freaking handout. there are no buy-one-get-one on houses or cars. it's because the expectation in the wireless industry has become unreasonable. that's sprint. all consumers are stupid. i'm a consumer and i get stupid too. i think what is really upsetting though is not the companies and how they "screw" you, its the sad fact that more and more Americans have unrealistic expectations, are completely oblivious as to how a real business works, and arent't willing to try anything. try to compromise, try to learn, try to not be a flippin retard. you phone doesn't work in your house, it might be your service or it might be your lead box you live in or it might be because that archaic piece of junk you're talking on has taken a bath with you and seen the underside of your car.
49. htc_prep (Posts: 303; Member since: 09 Oct 2009)
i can completely agree with you. but sprint will get it together they have the plans and network to succeed. just need to change the customers mindset.... and get the hd 2 when it becomes available