Sprint reports 2Q numbers: better, but still bad.
posted by Brian K. / Aug 06, 2008, 11:05 PM
1.09M loss in Q1. However, not all is bad and it appears that initiatives of new CEO Dan Hesse are working. He has spearheaded a company-wide focus on customer service and retention, and churn dropped a staggering 45 base points, from 2.45% in 1Q to just below 2% in 2Q, the largest such drop by any wireless company since 2004. ARPU is still comparatively high at $56, and even with all the losses Sprint still serves nearly 52M customers. Record sales of the surprisingly great Instinct along with their recent Diamond coup indicate that Sprint is dedicated to bringing their customers the best handsets, and when you make your customers happy and provide them with world-class products others will come. The night is always darkest before the dawn, and if you look closely there is some light breaking over the horizon.Sprint announced second quarter numbers, and once again they lost customers at a rapid rate. Post-paid losses were 776k, and overall losses were 901k, which is a bit better than their
as a employee .. i am all for customer service and improving profits as whole ... but hq still needs a lot of work as far as who they hire and employee to wear the brand and push they're services and features much less products ..
posted on Oct 20, 2010, 1:42 AM 0
Pretty much! I mean if you have a rude beligerate and all around NASTY man working as the greeter/host of a location that basicly makes it incredibly hard for your sales reps to correct the customer's view of your customer service.
posted on Aug 10, 2008, 12:35 PM 0
Sprint will go under very soon, who cares if they are doing better. The company has to many bad people within it. I'm sorry but Sprint plain sucks, and that's why every rates them last with ATT for service.
posted on Aug 07, 2008, 4:03 AM 0
also as a sprint employee....i do whatever i can to help take care of the customer's needs...all this talk about how sprint's customer service sucks should step on the other side of the fenceline. you cant please everyone and it seems like all the issues i've read that people are having has to do with their devices or billing issues. sprint doesnt make the phone you use so if you have a problem with it, add insurance when you buy a device so you can have sprint replace it instead of whining that your phone is broken. as for billing issues, if you call in to customer care and cannot understand what they are saying, hang up and call back or go into a store. also, if you listen to the options when you call in, pick 2 for spanish even if all you speak is english....those reps know english as well and can probably help alot better than the outsourced call centers. the customer service is not bad, its just a breakdown in communication and people dont want to try to look at things from a different perspective.
posted on Aug 07, 2008, 10:46 AM 0
The point is, you shouldn't have to hang up and call back. You should be taken care of the first time every time. And selecting a Spanish rep to get an English speaking one is just plain crazy. Looking at things from a different perpective is all well and good, unless that perspective is just plain nuts.
posted on Aug 07, 2008, 11:23 AM 0
You kidding right? #1: Whinning about our broken phones? Your an employee of Sprint and your complaining about your customer's? Don't bite the hand that feeds you. Your locations have repair centers, or suddenly did they get sold off like everything else is slowly that your company owns? Provide a solution instead of your rude attitude. #2: Your telling me that the only way I am going to get the CORRECT service I should get the first time I call is to call back and try to transulate the selections that are in spainish untill finally I get a representative. Is that the new customer service procedure? That ridiculous! #3: I understand the view from the other side. I work as a sales representative. I have heard people's stories of their phones ill-fated adventures and instead of going, " Oh well you should have gotten insurance" I help find a solution to the issue. The customer service is a complete issue with your company, hence why I canceled my service. I have held Nextel contracts and Sprint contracts, both I was incredible dissatisfied.Yes, your company did not loss as many customers as it did previously but that fact that your still loosing that many is an issue its not something to go, 'YAY! we arent going into the ground that quickly yet'. And no before someone calls me a VZW fan-GIRL, No I do not work for verizon nor do I currently own them.
posted on Aug 10, 2008, 12:59 PM 0
Lowest Churn ratio= VZW Highest amount of customers gained= VZW Highest Amount of Data per Contract=VZW Lowest amount of Return per Handset= VZW ratio of sprint customers switching to VZW versus VZW switching to Sprint = 36 to 1 in favor of VZW Best company out there to belong to and work for= VZW ( highest paychecks per commission dollars and hourly rates = VZW ) Sprint is going down the toilet, their numbers speak for themselves. Selling against Sprint is so simple, people come BEGGING me to get away from them. and now with VZW giving a better PTT service than Sprint/Nextel I have been getting companies to do the switch as well. By the boat load!!! I will be sad to see them file for bankruptcy, but only because thats one less company I can pluck their customers from with ease.
posted on Aug 07, 2008, 11:09 AM 0
you are an idiot. If VZW knew your name or that you were posting such comments you would be fired I have worked for them and sprint in the past. I will be returning to sprint due to a very robust culture. I have alot of reserved feelings of how VZW promotes. Rather than true skill they promote on True kiss ass. There are way to many talented people passed up for promotions for uneducated ignorant people that can inflate their numbers in order to move on. GET A LIFE
posted on Aug 07, 2008, 12:37 PM 0
Tell me how VZW's PTT is better than Sprint's. If you switch a company over to VZW's PTT, they are gonna be pretty pissed when they can only PTT to each other and the other seven people that have it. Sprint offers EVDO Rev A based PTT (the same thing VZW offers) that is compatible with the exsisting IDEN network. Having it be interoperable with the current line-up of Nextel phones is a HUGE advantage. Plus, they offer it on way more phones than does VZW.
posted on Aug 07, 2008, 12:55 PM 0
our PTT service is faster than Nextel Sprint for response time, and it has been selling off the hook...Sprint is GIVING AWAY the Instinct at Best Buy, hence why it is selling well....because THEY ARE NOT CHARGING ANY MONEY FOR IT....it is a decent phone, but half the apps dont work and it is still on the crappiest network out there.
posted on Aug 07, 2008, 1:04 PM 0
Sprint's PTT is using the same technology. Stop drinking the kool-aid. Crapiest network? Where do you get this stuff? Why do Verizon employees consistantly fail to recognize any good points of the competition? Do they confiscate your brain during orientation?
posted on Aug 07, 2008, 1:25 PM 0
This is not true at all. If your going to try to state the facts lets make them right. iden: 1 sec to connect Sprint PPT: 3 sec to connect Vzw ppt: around 5-6 sec to connect if you can get the signal Facts are better than B.S.
posted on Aug 08, 2008, 1:32 PM 0
Look, I'm a proud customer of Verizon's. I'm not a "VZW-Fanboy" and I don't bash every Sprint lover for not liking VZW. The point here is, Sprint is just not doing well. As much as they want to compete with Verizon, they just can't. Their constant CS mishaps, and service problems are just causing the company to go down the tube. Even if phone sales (instinct) are good, a heavy chunk of that income goes to Samsung. As a previous customer of Sprint, I experienced several bill mis-charges, and a phone rebate screw up. Everytime I called CS for those issues, I was either on hold for hours, or was speaking to someone who did not (and I mean NOT) at all know what they were talking about. Sprint needs to realize that customer's come first. No matter how quickly you release new devices, it's the service to the customer that matters. If sprint took a minute to stop rushing out new products, and maybe revamp their CS and reception problems, maybe I would consider them competition. But right now, they're not. And if they are improving, it isn't happening very fast. With today's economy, they need to get a move on, or their going to fold.
posted on Aug 07, 2008, 2:03 PM 0
Posts: 1; Member since: Aug 07, 2008
Thank you for an intelligent post. I will admit that Sprint CS has been in serious need of improvement and let me tell you, from an inside view, Sprint has made really good steps toward first class customer service. The biggest problem Sprint CS faced was off shore CS call centers and treated as a simple business expense as opposed to the lifeblood of the company. That model has been revamped and justifiably so. Sprint was hemorraging customers for a while and that is the only reason that competitor's actually raised their new activations within the past 2 years. Sprint's forecasted churn numbers were beaten and the average revenue per user has risen, but Sprint is a long way from where they want to be. I appreciate your post and wish you the best.
posted on Aug 07, 2008, 2:34 PM 0
You are a complete moron, I have come across alot of people on these forums but have never seen someone so blind to the actual facts because they are on there knee's and bobbing on Verizon. Sprint does realize the customer service is number one, they have completel;y re-vamped their dedication towards it. Did you expect it to reverse overnight? You are a moron and should be forbidden from posting on here. Nextel has the largest and fastest push to talk network IN THE WORLD, do you understand that? Sprint's Q-chat IS comaptible with that (except international), so how do you figure Verizon can possibly compete? Verizon doesn't even have a bigger EVDO network, not to mention RevA, Sprint has them in both of those categories. What would you do if you were hired by Sprint to turn the business around, hmmmm maybe re-focus on customer serevice, cut spending, go on a hiring and firing spree trying to replace the bad with the good, make employee's paycheck's based on customer service scores, make an effort to get great devices, yeah sounds like a terrible business strategy. Did you really think after they hired Dan Hesse that every Sprint customer would wake up the next morning and say "hey Sprint has great customer service now", no it takes time, it's like making a u-turn in an aircraft carrier. Sprint is a large company, it doesn't happen overnight, but they are doing the right things to salvage and turn things around, it make take years, but if they keep doing the things they are doing IT WILL HAPPEN. WIMax is coming out, they may partner up finiacially with a large company, and they are always in talks with comanies like SK Telecom about possible partnerships for devices, technologies and financial backing. Their network and it's footprint is worth alot of money and very valuable for people to invest in, especially since their stock is so low and if they do rebound investors would stand to make alot of money. People are so used to Sprint failing that they don't recognize progress and positive change even if that comes in the form of fewer losses and the lowest reduction in Churn in 5 years of any company. So wipe the the "Big Red" sauce from the corners of your mouth, some must of got in your eye's too, because you are obviously blind because you contribute no beneficial info or valid points for arguing against Sprint's effort to salvage itself. GET OFF OF THIS FORUM. You are an IDIOT!!!!!!
posted on Aug 07, 2008, 2:47 PM 0
thanks for being so kind unlike the ass40le below you. shut the @#$% up #25, I was leaving my opinion. I'm allowed. If you think I'm an idiot? Then you're a #@$%ing idiot. Do you see half the 2#$@ that gets posted here? And since when is it that #@%ing hard to hold a little seminar training CS reps? I used to work CS for a computer company and in one day we we're told what to do and how to handle any situation. Obviously someone died in the CS division because there has been NO improvement. Turning a plane around? Well, Sprint's plane's wheels fell off a long time ago. Face it, improve all the technology you want, but those things shouldn't even be mentioned until CS is up and running. Maybe Verizon doesn't have all that new technology, but guess what.. they're service works EVERYWHERE for me, my mobile web is faster than ever, and when I have a problem, CS HELPS ME! You're ignoring the fact that even though you claim Sprint is doing all of these awesome things, they're not working on CS first. CS should be put FIRST. BEFORE WIMAX, BEFORE ANYTHING ELSE! All of this new technology sprint is coming out with is bound to have problems, and if you don't have competent, attentive CS reps handling those situations, you're going to lose customers, and lose them fast.
posted on Aug 08, 2008, 12:48 AM 0
Posts: 10; Member since: May 29, 2008
thanks for being so kind unlike the ass40le below you. shut the @#$% up #25, I was leaving my opinion. I'm allowed. If you think I'm an idiot? Then you're a #@$%ing idiot. Do you see half the 2#$@ that gets posted here? -Oh my, such a dirty mouth. Yeah you just Reek of customer service... And since when is it that #@%ing hard to hold a little seminar training CS reps? -It actually is pretty damn hard trying to train people fresh with no prior experience. I used to work CS for a computer company and in one day we we're told what to do and how to handle any situation. -Polite conversation being a bit beyond your scope? Obviously someone died in the CS division because there has been NO improvement. Turning a plane around? Well, Sprint's plane's wheels fell off a long time ago. -Who said anything about a plane... I belive the term "Aircraft Carrier" was used. You know, Huge boat? Planes land on it? If I see a aircraft carrier flyin around I'm gonna run and hide... Face it, improve all the technology you want, but those things shouldn't even be mentioned until CS is up and running. -Better tech gives CS a better backing for thier products. Maybe Verizon doesn't have all that new technology, but guess what.. they're service works EVERYWHERE for me, my mobile web is faster than ever, and when I have a problem, CS HELPS ME! -We here at Sprint help all the time, but if you call in and yell and scream and piss and moan... will we bend the rules or start quoting policy? You're ignoring the fact that even though you claim Sprint is doing all of these awesome things, they're not working on CS first. -Actually they are. I watched about 50 people get walked out the door for having bad Issue Resolution. CS should be put FIRST. BEFORE WIMAX, BEFORE ANYTHING ELSE! All of this new technology sprint is coming out with is bound to have problems, and if you don't have competent, attentive CS reps handling those situations, you're going to lose customers, and lose them fast. -But we do have great CS reps and its called multi-tasking. You should try it sometime. It's called "make-them-watch-one-hand-while-you-do-something-with-the-other-one" Behind the curtain type stuff. But its being done. (The statements I have made here reflect in no way upon PhoneArena.com, its staff, affilates or anybody else associated with the website. These opinions are my own and my first amendment right as a American)
posted on Aug 08, 2008, 3:01 PM 0
NEXTEL is NOT THE FASTEST PUSH TO TALK network out there, with an average delay time for responses between 3-5 seconds, Verizon is now blowing that away...1-2 seconds on the max wait, most of the time it is instantly...a shame Nextel has had 15+ years to develop faster technology but they have stood with their hands in their pockets PRAYING that the customers wouldnt wise up and see an alternative. Well...the customers are done with waiting, they are done with FALSE promises and terrible coverage, they are sick of terrible morons like the idiots defending Sprint here, sick of hearing retarded answers for legitimate problems....and they LOVE the fact that VZW employees know what they are talking about....they love the more than standard handsets we offer to meet everyone's needs and the fact that we have ceritifed techs to help with difficulties and amazing customer care reps that BLOW AWAY the acne infested tweens sitting on their fat asses in a Sprint shop not knowing shit and not caring. The FACTS are speaking for themselves, the CUSTOMERS are leaving and they are taking their freinds with them...they love VZW, thats why they dont leave....they love the Network and the fact that when they ARE DRIVING ACROSS THE DESERT THEY ARE COVERED ...they love the PEOPLE on the phone who answer their questions and the people in the store who seem to have a solution for everyone. And they hate Sprint/Nextel....thats blatantly obvious....over 2 million people left in 2 quarters while VZW just posted 2.2 million net adds in the last quarter. It is over, this company has lost face and lost its reputation...those are 2 things you will have a seriously hard time ever gaining back, especially with the big dog getting better and better. Its great that you guys recognize that your doing poorly and its great that you have this impression that things are getting better.....but you dont count. Its the customers that need to know this, and honestly....they dont care anymore. Its too little too late. RIP Sprint/Nextel. VZW FAnboy
posted on Aug 07, 2008, 3:23 PM 0
First off, your Nextel numbers are way off. Secondly, Sprint has the same Rev A PTT technology that VZW has with MORE handsets AND compatibility with the IDEN network. I guess while they were standing around praying, the Gods granted them the updated PTT system that you think doesn't exsist. In other words, Sprint has what VZW has PLUS you can talk with all those Nextel customers as well. Notice how I'm not calling you names. Maybe you could learn from that. So throw out a few more insults, but first go do some studying on PTT. Your knowledge seems limited to VZW propaganda.
posted on Aug 07, 2008, 3:55 PM 0
My friend you are living a dream world, or you're just at this point lying! Verizon's push to wait service at this time or at anytime still does not match Nextel's speed! That might be what you're telling customer's, but that is false my friend. Maybe you're still waiting for the correct facts (must be that VZW DC service)? Nextel's direct connect service is under a second, and no one including Verizon has matched that. I would suggest you contact one of your push to wait experts about this before you spreading any more false information.
posted on Aug 07, 2008, 3:57 PM 0
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