Sprint News
YAAAAAAAYYYYYYYY US!!!
I am so happy this survey was done and I am so glad there is a light shining in Sprint. It goes to show that our company works very hard to satisfy our customers and I am proud to be apart of a company that do value the customers input!!!
Does this take into account how long it takes to get an issue resolved? The quality of the service? How long it takes to get from customer care to another dept.? For example it took me over an hour on hold to reach tech support last week.
I recommend emailing them. I have had great success doing that. Tech support has even called me after I emailed my problem to them. I have to say that I am impressed with the call wait times and service I have received in the past 90 days.
Not to be a negative Nancy, but I think this is complete hogwash.
It's an independent review company it looks like. Not as large or well known as places like JD Powers. That doesn't mean its hogwash though, just that we don't know a whole lot about them. In many ways independent reviewers can give much more insight into true improvements, in many ways they can't. That is why there are both large and small survey and review companies.
I question the validity of a study that apparently determines good customer service based simply upon how fast the reps pick up the phone when you call. Just because the call gets answered fast doesn't mean you won'tspend 45 minutes on the phone, be bounced around to 4 different departments and left with no real resolution when its over. Quick response time is just one of many factors that comprise good customer service. Don't get me wrong, I think bringing down the wait times is great. I remember how horrible it was when I started at care back in early 07 at that time, wait times were routinely 15-20 minutes. I think just about every customer I talked to was frustrated by the time they got to me, which made my job even more high stress. I was pleased to see the hold times steadily decline during my time there. But don't kid yourselves, Sprint still has a long way to go in the customer service department.Message Edited by Dragonfire on 10-16-2008 04:49 PMMessage Edited by Dragonfire on 10-16-2008 04:50 PM
My experience on the phone to customer care today totally backs up this story, which idiscovered on-line after concluding my call to Sprint. My customer service rep, Tammy, was friendly and helpful and even answered questions before i asked them. SinceI have had extraordinarily bad experiences calling customer care in the past (one memorable call lasted two hours and actually created even bigger problems than i had before calling), I was quite unprepared for the pleasant experience i had today. It took me by surprise but that was definitely a good thing. Now if we can just get some direct connect phones that work properly all will be well.
how much did sprint spend on this. There is a reason sprint is rated so low by JD powers. It took me 1.5 hours to resolve a problem a month ago. Granted I should have just let iPCS do it and I would have been ok. But I dislike there stores and reps. Living in iPCS land sucks period I needed a issue handled with a software glitch on my moto q9c and like always iPCS does not stock refurbs for the program so I have to call sprint and get to around and around.
Ok so now we have customer service that is friendly with customers. Now if we could get management to stop hating the customer and come up with more service-hence-customer friendly policy we'd be seeing the real usefulness in all this.
Ok so now we have customer service that is friendly with customers. Now if we could get management to stop hating the customer and come up with more service-hence-customer friendly policy we'd be seeing the real usefulness in all this. You mean like NOT forcing current customers to adopt newer rate plans nor pay for services that they don't use/need when they decide to upgrade to a newer phone?!? I'm all for that.
Ardoreal wrote:Message Edited by quasijedi on 10-16-2008 11:52 PM
Think how much faster the queue would have passed if all these thousands of surveyers weren't constantly calling to test the length of said queues...
Gotta love irony.
i say take this for what it is
they tested time on hold before an agent answers, nothing more. By that metric, sprint has gotten way better.
I'm not suggesting sprint's CS is 100% fixed or that there isnt still improvement to be made. However my own experience, along with this study and a few people i've talked to locally, strongly suggest that at the very least things are getting better .
There's still much that needs fixing- much of it in the realm of broken corporate policies. But I think sprint deserves at least a little credit when things get better.
IMHO at least 
So they can answer a phone call fast, If you read on other forums and I've experienced it myself that it takes HOURS on the phone getting transfered from rep to rep, Hung up on and the issue still doesen't always get resolved in the first call, So we have to call back and start all over. only to find out that there were no notes applied to the account that we've even called.There's a lot that needs fixing, Do a google search and read all the horror stories.
IronHelix wrote:
i say take this for what it is
they tested time on hold before an agent answers, nothing more. By that metric, sprint has gotten way better.
I'm not suggesting sprint's CS is 100% fixed or that there isnt still improvement to be made. However my own experience, along with this study and a few people i've talked to locally, strongly suggest that at the very least things are getting better .
There's still much that needs fixing- much of it in the realm of broken corporate policies. But I think sprint deserves at least a little credit when things get better.
IMHO at least :)
no question that there is much which still needs fixing. I also mentioned my premier status, perhaps premier customers get transferred to better call centers or better agents.
my only point is the only real conclusion we can draw from this survey- it suggests at least one aspect is getting better.
If you have to be transferred around that still sucks, but if it only takes a minute or two for the first person to pick up that's still an improvement in my book.
i'm not trying to be a fanboy or anything, just saying that this survey suggests at least an effort is being made, and things are slowly starting to get better. I think that deserves a bit of credit, even if there is still a long way to go.
just my 2c at least
I never once had an issue with hold time at Sprint in any of the several times I had to call to get an issue taken care of. Not before or even now when I have to call several times. Just because they answer the phone the fastest doesn't mean they know what they're doing.
I work in a Help Desk and 93% of our calls (100k/year) are answered without hold. That doesn't account for the fact that 1/2 of our staff rushes like crazy to get the people off of the phone and miss 3/4 of our procedures, whether or not the job gets done, who knows, nobody looks at re-calls.
My point... Statistics can be made to say whatever the heck you want. Third party or not.
i dunno quasi...
the way i see it, a year or two ago there wouldn't have been a snowballs chance in **** that sprint CS would win ANY award in ANY state for ANY category. In fact a year or two ago as I recall sprint was consistently coming in dead last in every category.
Sure this is a small step and they have a long way to go. Sure they still make plenty of boneheaded management decisions. Sure they are still nowhere near the old pre-merger Nextel.
But things like this show that they're at least trying, that some effort is being made somewhere.
so i say dont begrudge them their small victory, let them enjoy it cuz as i see it they deserve it. They aren't done yet, but let them have their first lap victory...
I received this in my ISC page today for all that mentioned JD Power. Hey, only 4 states, but were getting there! Dan is Great! #ACTION REQUIRED FOR EXCLUSIVE DEALERS: JD Power Award Materials Arriving At Your Store On Wednesday, 10/22, your store will receive stanchion sign toppers and table tents to announce Sprints JD Power Call Quality Award win. Follow these guidelines for displaying thee materials in your store: A front window cling will be sent to stores at a later date. Thank you and congratulations!
This email is for Exclusive Dealers with stores located in Arkansas, Kansas, Missouri, Oklahoma or Texas.
I received this in my ISC page today for all that mentioned JD Power. Hey, only 4 states, but were getting there! Dan is Great! ACTION REQUIRED FOR EXCLUSIVE DEALERS: JD Power Award Materials Arriving At Your Store On Wednesday, 10/22, your store will receive stanchion sign toppers and table tents to announce Sprints JD Power Call Quality Award win. Follow these guidelines for displaying thee materials in your store: A front window cling will be sent to stores at a later date. Thank you and congratulations! Wow...how sad that Sprint feels that it's a good idea to promote their JD Power finish as first in only 1 region (those 4 States)...yet they continue to be last (or tied for last) in the other 4 regions. Ironically, the one that they finished first in...Sprint has the smallest natural footprint (i.e., the phones mostly roam in those areas). Go figure. BTW, funny how JD Power did NOT factor in iDEN intot he equation. I wonder if Sprint would have faired if they had? Would the company have faired better, worse, or the same????
TheWirelessPlace wrote:
This email is for Exclusive Dealers with stores located in Arkansas, Kansas, Missouri, Oklahoma or Texas.
wow, now a feel a sense of relief. I thought it was only me who had bad att service. and I now know I can be optomistic about Sprint:)
KBear, yes you can (omg, I just used the original SprintNextel slogan...ack!).
Ironhelix, actually, I did find something out about the Nextel side. It turns out that Nextel iDEN has suddenly moved up to consistently be ranked as #1 or #2 in all regions. However, because iDEN has less than 20M subscribers, JD Power et al did not feel it was appropriate to include them in the survey. Weird, if you ask me. Maybe Sprint didn't want Nextel included. *shrugs*
Ah well. I will say that I'm now noticing improvements in customer service. They are actually starting to be more knowledgeable...and that's a good thing. Fewer total hold times, fewer handoffs, and friendlier responses. Granted, I'm not always getting what I want, but I do at least get the right answer now. So, to me, CS is becoming more like the way Nextel ran things...and that's not just a good thing, it's a GREAT thing.
Hmmm...now, if only SprintNextel will have Motorola make the Cabo an iDEN/WiMAX phone.
Silver Expert
says:
i can corroborate this... last time i had to call was when i switched to Simply Everything a few months ago and had to re-kill my voicemail service. I was on hold barely at all, the person I talked to immediately identified themself with first/last name and call center location, knew immediately what I was talking about and got it done quick. I was not transferred or placed on hold; the total call time according to my phone's counter was only 3 minutes 30 seconds. I was quite impressed :)
I am a premier customer if that makes any difference...