How do you solve too many customer complaints? - Sprint "fires" bad customers

[Morrigoon]

There are two approaches to improving your customer service score: you can actually improve your customer service, or you can cease doing business with people who complain:

http://articles.moneycentral.msn.com/Investing/Extra/SprintDumpingCustomers.aspx

Way to step up to the plate, Sprint!

[Alex]

I have to work closely (though thankfully not directly) with the phone customer service people at my job. So I see most of what comes in and there is definitely a core group of customers where we frequently kid that the next time they call we're going to say "Obviously you hate us, here's your money, might we recommend you try a different bank."

Now, there are definitely things that we do that are stupid and the vast majority of issues are legitimate but some people just like to complain and end up costing us more money than we'd ever make off of them.

We'd never do it because it is bad PR no matter how justified but boy would it feel good sometimes.

[Not Afraid]

We've done it. Some customers are NOT worth the time and energy they suck away from everyone else. It becomes difficult to provide excellent customer service when certain customers make it VERY difficult to do so - no matter what you do. Getting rid of the low hanging fruit can be good policy and good business in certain instances.

[sleepyjeff]

We've done it. Some customers are NOT worth the time and energy they suck away from everyone else. It becomes difficult to provide excellent customer service when certain customers make it VERY difficult to do so - no matter what you do. Getting rid of the low hanging fruit can be good policy and good business in certain instances.

Yep. I once had a customer who would come into my store every couple of weeks right at closing time......only to complain about my product, my service, my employee, and even my location. Rarely did she buy anything and when she did it was something from my bargain area...and then she would come back and complain that it wasn't up to her standards(then don't buy it from the bargain room I wanted to scream). Finally I told her I couldn't do business with her anymore(so politely that she actually left the store thanking me) and when she asked me to reccomend another place she could go I said I couldn't(because I wouldn't wish her on my worse enemy, let alone my friendly competitors) but wished her good luck:D

[Kevy Baby]

I don't fault Sprint for this action. I think it is about time that companies stand up to money losing PITA's.

From a different article (http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9026643&intsrc=news_ts_head):
The No. 3 U.S. wireless provider, with 53 million customers, said today that it started sending service termination letters on June 25. Sprint said the cancellations involved 1,000 to 1,200 customers who had collectively called the company about 40,000 times per month.That means that these customer called in on average 33 times per month!

Since this amount represents about 1 customer out of every 50,000 (or approximately .0023% of their customer base), I think it is a smart move.

[Morrigoon]

Actually, I agree that some customers need to be "fired"... it was just funny that the firing of their customers seems to have come on the heels of their being ranked worst in customer service.

[Nephythys]

We also "fire" bad customers in my industry- retirement plan record keeping..if a plan is too small, or too problematic or has a bunch of crazy people- they have suggested they take their business elsewhere.

[blueerica]

Only 1,000? They'd probably be dumping more if people like me piped up. You know, the kind that thinks Sprint sucks yet doesn't call because he/she feels it doesn't change anything. I'm just happy my contract ends in a month and a half. After being with Spring for 11 years and happy for 9.5 of them... I want them to know they can take the last year and half I've been stuck with them and Nextel and shove it.

Not that I'll tell them. I don't want any complications when I close out my contract.

[blueerica]

I should add that I'm glad they're dumping problem customers. Some people truly are nothing but problems. But like I said earlier - there would be more, if more people were willing to speak up about how crappy the last year or so has been since they merged.

[Betty]

Spring sucks!

I handle the cell phone account for our office (one of my many duties is approving bills since I have a knack for spotting errors... aka: actually read the bill and make sure we got what we're paying for) and we have both Nextel and Spring.

THey are the same company because they've merged - only their not.

Different phone numbers, account numbers, bills. Different shipping methods.

Nextel is right on top of things. I order them. They arrive. If there's ever a rare problem, it's taken care of immediately.

Sprint has problems with orders yet waits for the customer to call, wondering where their order is before they even attempt to solve the problem. From there, it involves more follow up phone calls on the customer's part because Sprint does not call back after saying they will. When the customer calls back they find that their order is now placed - but with todays date even though by this time at least a week has passed. And they've either shipped it the slowest way known where it will take 5-7 business days to receive, or they overnight it but at the customer's expense because it's their fault or something.

Yes. Personal experience. Not once. But twice just like that. Not to mention all the other lame things like sending a box of wireless cards, half set up, half not. Sending a card that was not on our account, and seems to be some "phantom" card that isn't in the system. with no record I ever called and even ordered a card. which I now have to send back and wait for a new card that I really need to check out to an employee.

Sprint is as bad as Verizon is. Since the DMV now has appointments, I think they might be easier to deal with. Give them a run for their money anyway.

[Nephythys]

Verizon? We love them. My son and I ordered his phone (new line on the family plan) and it had shipped in less than 2 hours. Arrived in less than 24- at our door by fed ex. Free shipping no less-

I had Cingular for ages- hated them. They screwed up my bill and account every which way they could- I was on the phone with them monthly for 6 months working it out (more than once a month, but not as many times as these people)-

Plus I get a spiffy corporate discount on Verizon- like 23%

(grrr- quick reply is broken)

[Morrigoon]

I've been happy with Verizon.

Cingular "we don't guarantee continuous service" / AT&T can shove it.

[BarTopDancer]

I've been very happy with T-Mobile. But I'll be switching to VZW after my contract is up because most of my friends are on VZW and I can get a cheaper plan thanks to their *in calling*.

[Kevy Baby]

One interesting thing about cell/mobile service providers: you are guaranteed that with ANY company, you will always be able to find someone who likes them and someone who doesn't. It is all about individual usage and experience. You will always find someone who says that for [insert service provider here], that their customer service sucks and someone who says their customer service is great.

[Morrigoon]

Yes, I daresay cell phone companies have become one of those universal conversation starters - appropriate for almost all crowds and sure to spur discussion. Like talking about one's health or the weather.

Well, except for the profanity that tends to pop up during cell discussions ;)

[Mousey Girl]

I like Cingular, but that may change soon. I have to "suspend" one number (or change it and have an extra phone) and lower the monthly plan.

[Betty]

Actually - for Verizon I was speaking of their business line service which is seperate, I think, from Verizon Wireless.

[wendybeth]

Verizon landline is separate, but the business cell division is part of Verizon Wireless. If you have Verizon cell for your business and are having probs that your agent isn't handling, contact the district manager. I think Verizon cellular has a great customer service department, but I've heard the Verizon landline company can be a real PITA to deal with. Totally separate companies, though.

[Chernabog]

I've had a mostly great experience with Verizon.

I think the people in Cingular customer service need to be castrated and eaten slowly by rabid squirrels.

[Alex]

I've been with Sprint for about 4 years now and have no complaints at all. But then I am hardly a power user.

[lashbear]

I don't fault Sprint for this action. I think it is about time that companies stand up to money losing PITA's.

From a different article (http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9026643&intsrc=news_ts_head):
That means that these customer called in on average 33 times per month!

Since this amount represents about 1 customer out of every 50,000 (or approximately .0023% of their customer base), I think it is a smart move.

Kevy voiced my thoughts before I could say them.... Good on you, Sprint.

[lindyhop]

I've been with Sprint for years and years and never had any problems with them. But I discovered last week that it was because I never had to call Customer Service.

Last month Sprint changed my account number so I made sure to go to my online banking and change the account number there before I made the payment. I made the payment and forgot about it. Then last week I got two statements from them. One for the old account number with a credit balance (my last payment) and another for the new account number which was past due. I checked back with the bank and the payment definitely went with the new account number.

I tried going on line but couldn't remember my username or password and even going through the "don't remember" links I couldn't get on. I could reset my password but then the site wouldn't accept the username (which they had e-mailed to me moments before) so I tried the "contact us" button to complain but I had to log on to send them a message.:rolleyes: So I called in a payment (in my mind past due is apparently one step away from serial killer) and went to bed.

The next day at work I tried calling and discovered their labyrinth of customer service. What happened to those despicable phone trees where you have to listen to dozens of options before finding the one that might be what you want? At least then you had a chance. Now they have this evil robot woman who pretends to be your friend ("just say what you need") but misunderstands anything you say. All of the things she suggested didn't fit and when I did say something she said "okay, technical support" which didn't sound right at all so I hung up but actually pressed the button too long and turned the phone off.

It was a quiet afternoon at work so I tried again a little later and somehow managed to get to the "contact a human" option where they told me it would be a 15 or 20 minute wait so I sat there listening to the most horrendous staticky hip hop music. I waited it out and after talking to two different people they said they would transfer the credit to the new account number.

By the end of the week I'd forgotten all about it until I saw this thread:eek: ...but I was finally able to log in to their website so I shouldn't have to deal with evil robot woman ever again.

[RStar]

The article in the Register quoted an average of 40-50 calls made to customer support each month from the people they cancelled! Yikes, if I made that many calls- I'd fire that company, not the other way around! I can't emagine make one or two calls per day to any company and stay with them!!

[Kevy Baby]

The article in the Register quoted an average of 40-50 calls made to customer support each month from the people they cancelled! Yikes, if I made that many calls- I'd fire that company, not the other way around! I can't emagine make one or two calls per day to any company and stay with them!!Hey, that sounds familiar:

I don't fault Sprint for this action. I think it is about time that companies stand up to money losing PITA's.

From a different article (http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9026643&intsrc=news_ts_head):
The No. 3 U.S. wireless provider, with 53 million customers, said today that it started sending service termination letters on June 25. Sprint said the cancellations involved 1,000 to 1,200 customers who had collectively called the company about 40,000 times per month.That means that these customers called in on average 33 times per month!

Since this amount represents about 1 customer out of every 50,000 (or approximately .0023% of their customer base), I think it is a smart move.:D

[CoasterMatt]

I had a guest ask "Can't you just tell those people to go play on the freeway? They wasted your time and mine, so I think we should be compensated" :D

[Mousey Girl]

I found out that I can't do anything about the cell service until after the 30th. *sigh*

[€uroMeinke]

Hmmm - $200 cancellation fee or 30 calls a month to toll free customer service while I surfing the internet...

[blueerica]

I think the biggest problem with Sprint really is in their customer service. Once you finally get to someone, you end up with five different answers. One of them, recently, almost made me sign up with a new contract all while they were saying it wouldn't extend my contract with them in any way.

I'm not saying CS is much better anywhere else, but it's become increasingly frustrating throughout the years. Of course, I've had more reasons to call in to CS lately... so maybe that's why it seems like it's only happening now.

[RStar]

I think Sprint cut off the worst complainers to make their customer saticfaction numbers look better.......

Evil, I tell you. Just Evil.

;)

[lashbear]

I think the biggest problem with Sprint really is in their customer service. Once you finally get to someone, you end up with five different answers. One of them, recently, almost made me sign up with a new contract all while they were saying it wouldn't extend my contract with them in any way.

I'm not saying CS is much better anywhere else, but it's become increasingly frustrating throughout the years. Of course, I've had more reasons to call in to CS lately... so maybe that's why it seems like it's only happening now.

"Hello, Ms Blueerica? My name's Clarice from Sprint Customer Service. I've been reading your posts on the Lounge Of Tomorrow, and I thought I'd just give you a call to let you know that Sprint may not be the right service provider for some customers. If you ever wish to cancel and try another provider, our cancellation line (no waiting) is ***-*** "

[lindyhop]

I've fallen down the rabbit hole. Several posts up I described my frustration trying to get through to Sprint customer service to ask them to apply my payment to the correct account number. Well, I just got my two statements again and I still have a credit on the old account. I don't want to pay them more money on the new account. They already have my money.

So I called today and discovered that even though they sent me a statement showing the credit balance I was supposed to fax them proof of the payment a couple of weeks ago. I received a couple of text messages a few weeks ago from "unknown sender" requesting that information but I ignored them because it was ridiculous, I had already spoken to someone who saw the payment and said they would fix it. I'm sure that person doesn't work there anymore. They were probably terminated for attempting to fix a problem after just one call and no screaming.

So I have my e-mail from the bank stating that the payment referenced the right account number and a print-out of the payment itself and both my statements. I think I may fax this information to them hourly.

:mad:

[scaeagles]

They show a credit but want proof of payment? That's insane. The credit IS proof of payment!

Morons.

[€uroMeinke]

Ask for proof of service