Sprint loses 135,000 customers on a net basis in the third quarter

52. Homotechual posted on 30 Oct 2009, 11:07 0 0

AZMphonegeek that's not true at all. T-mobile's customer service is outstanding. They NEVER blame you for something you did wrong, they will almost always credit you any mistake that was made on your bill, they let you upgrade early if you need to (at Verizon someone would come in with a broken phone, I would call the call center to see if we can upgrade them early if their usually 1-2 months away from their upgrade and they would flat out say NO), There is a reason why Tmo is on top of the wireless industry with customer service. And i'm sorry to say, it might not be important to tech junkies likes us, but to the average consumer they respond to that not cool phones like the droid, and they will come in flocks (look at Costco, Nordstrom, Chick-a-fila they have all been ranked #1 in customer service at some point and look how successful they are). T-Mobile is not just for teens anymore, were playing with the big boys now!

53. AZNphoneGeek posted on 30 Oct 2009, 11:43 0 0

Homo (hehe sorry i had to), i think the point i was trying to make only hit about half way. yes, some providers DO have better CS but they do not do anything another provider wouldn't do. i've seen verizon waive an eartly term fee because a cust left to ATT fot he iphone. reason being.... even if they had the phone, they would still have ATT, dog the network, and still say to their friends "damm, ya know VZ hooked me up, even when i was leaving for iphone. i love the phone but hate the network". I've seen Tmobile NOT help out a customer when a stolen phone war racked up with over $1000 in charges because the customer did not proactively place the device on a lost/stolen warning. and obviously, i saw one carrier let go 1,200 customers because they were consistently unhappy with their service. one time i heard someone was somehow stoked with ATT. point being, even though sprint's cust care reps are crusty as all hell, it's getting better and no matter what carrier, most everything does get resolved as long as it's not an out of the question request. what the well point was i trying to make? dammit... another rant... oh yeah. it's always up to the customer to not be an idiot about positioning the request and situation to the carrier. i don't care if the "customer is always right" cause usually they're NOT. it's the carrier's job to explain things, why things happened, and to offer preventative education. sprint unfortunatly does a crap job of just that. if you want the fastest 3G network (hands down) and the best value in wireless (not the cheapest, it's the most feature for your $), you gotta put up with some bull$hit. duh.

56. Iphoneisthesuck posted on 30 Oct 2009, 13:04 0 0

I have Sprint...had it for 10 years. I love it. Verizon can talk a long walk off a short pier.

64. frankenbike posted on 06 Nov 2009, 18:44 0 0

My story begins two years ago. I was going to leave Sprint for Verizon, who had a phone I preferred. Retentions talked me into staying, and the Sprint Mogul barely met my needs. I was specific about not wanting to sign up for another two years, and was given a deal presumably without a two year contract requirement, because I was told they really wanted to keep me and felt that with my 7 year track record at the time, they did not think I would leave before two years anyway. Cut to two weeks ago. I was a Sprint customer for 9 years. No complaints about the service, which worked when I needed it and I was happy. My Sprint Mogul went into boot mode while on business and the local corporate Sprint store had no facility to properly examine it. I tried following various Net remedies, none worked. The Sprint store said I could buy a used replacement for $125 but it would take several days. Since I needed to be reached I thought I'd just get a new Sprint phone. Their selection is absurd. A bunch of Palm Treo/Blackberry lookalikes, a crap HTC Hero, nothing remotely good. HEY SPRINT, PHONES DO MATTER, and a bunch of outdated crap isn't going to attract anyone. Even if it's newly released crap with outdated specs. I went to the Verizon store and found the Imagio for me and the LG Env Touch for my wife. Transferred my numbers and called Sprint for my closing bill amount. They didn't tell me there was going to be a $400 early termination fee at the time. I was told I wasn't under contract 23 months earlier. Either way, I didn't have much choice. When I got my closing bill, there was the $400 early termination fee tacked onto the bill! When I called a variety of customer service reps, "managers" and "supervisors", they told me whoever told me I wasn't under contract never had that option. I never received any contract info after that previous sign up from retentions. I received a summary of the services I'd be receiving and was paying for. So retentions lied to me, I acted on that lie, and nobody from Sprint would back down. I offered to pay the remainder of my contract, which would have amounted to $235 for one month and 2 days of service. No dice. $400 DOLLAH! After 5 hours on the phone, I was pretty much told they never waive an early termination fee, but if I switched the numbers back to Sprint, we could finish out our contract. Which would leave me without a working phone on the number I needed constantly and I'd still have to buy another Sprint smart phone without a contract. Total cost would have been around $360 and a whole lot of inconvenience. And probably an unknown amount of fees from Verizon. So, in two years my contract will be up with Verizon. I won't be returning to Sprint. I would have if they had a phone I wanted. 9 years and a month of early termination, and Sprint sticks it to me as badly as they can (though they're within their misrepresented contractual rights, since I'm responsible for any misrepresentation by their employees according to them). $400 is a lot of motivation to never return, and to do everything in my power to dissuade people from going with Sprint. They'd prefer a motivated enemy and surely losing at least one potential customer through word of mouth (figure at least $1500 over two years for each customer I persuade to go to Verizon or another company). Maybe no other company would have acted differently, but Sprint is the one I'm familiar with. It's not that I believe Verizon or any other cellco are good guys. They're all evil, marginally more contemptable than Microsoft, Apple, Yahoo and Google. But Sprint made a conscious and informed decision to burn their bridges with me, my wife and my family forever.