Sprint Videos
"Loyalty pays." it says.
SayWHAT?Loyal customers pay Sprint (maybe that's what they actually meant by "loyalty pays"),yet Sprint only rewards either 6-month newbies or 10-year lifers. The rest of us in the middle are chopped liver, apparentlyof no consequence. We are not considered loyal.
A brand new6-month customer gets essentiallythe same rewards as a 10-YEAR customer, and anyone in between gets nothing? Now there's a steamingheap of logic for you.
I'll tell you for certain that forthat reason alone I will not be renewing my two contracts when they expire this year. How's that for a direct result of Sprint's marketing genius, Ms. Parks?
Whoever at Sprint came up with the "Sprint Premier" criteria should be relieved of duty, as should their supervisor, as should every exec up the chain that went along with this idiocy.
Unless they rename it to "Sprint Insult", in which case it all falls into place.
Nxtl4me
Hmmm...my anniversary came and went. No card whatsoever acknowledging it, BUT I did get my Sprint bill. Is that the "Premier Loyalty" card that they were talking about?!?
The more I read about this program and learn about it, the more I realize just how much junk it really is. It completely favors high paying newer customers and totally screws over all other customers. Sorry, but Ms. Parks, your program has failed already.
The only thing I found on the Premier page is that I can get 15% off the NFL Shop, and get a free ringer or 25 bonus minutes for the year aniversary, plus those $150 towards a new phone (Sadly you have to buy the handset without the contract, so it's $150 out of probably $449). And when it actually started, I got Free TrackitBack stickers for the phone. It's not that bad, I wish it were a little bit more rewarding, like Free Apps or Free Games. At least I see myself using the 15% off the NFL Shop in the future 
I've been with sprint since Feb of 2001 and recently upgraded my service to the family everything data plan, but had to pay over $500 for my Palm Pre. Why am I not considered a Premier customer? I have been loyal for over 8 years yet NEW customers are considered loyal if they have 6 months. Could someone from Sprint please answer this question? I guess I should have waited until September that I would get a $150 off my phone along with the $100.00 mail in rebate.
Thank You,
Jason O.
Sprint Customer since Feb. 2001
I've been a Sprint customer for 10+ years, therefore giving me the prestigious honor of being a Premier customer. Personally, I love the distinction as it has afforded me the privilege of receiving discounts and credits pertaining to my wireless account and devices that have truly saved me lots of money.
An example would be the recent release of the BlackBerry Tour. I really wanted this device but was ineligible for an upgrade on any of my 6 handsets on the account; myonly option then was paying full price for the device. I contacted Customer Care and received the discounted handset (4 months before eligibility) and I'm satisfied with that. I additionally received another credit to offset my inability to send for the Mail-In-Rebate.
All I did was ask!
You say it's unfair to reward most loyal and high-value customers with a few little perks here and there? You think that receiving discounts or bonus minutes is "not rewarding enough" as a customer? Operative word being customer: someone who purchases goods or services... Receiving anything free or discounted is, in my book, a large perk.
I often find that people would rather rant about policy than to actually contact the company directly to see if they're eligible for anything additional. I think you'd be surprised to find how accomodating the mean, old people at Sprint Customer Care can be once you've contacted them and given concise information and instruction on what you'd like the end result to be. I've never asked for anything that I didn't think was fair and I've never threatened to move my services to the competitor to receive additional "favors".
(And I'man employee atthe world's largest telecommunications company.)
Some advice: Just call... Tell the rep online what you'd like to see happen and I guarantee, any customer with 7 months to 9 years of loyalty will be given the "Premier" treatment.
angieth08:
Actually, my posts concerning the "Premier" program are all from personal experience and based on the simple principle. What you're not realizing is that not everyone wants (let alone needs) free minutes, or a "free" ringtone. Afterall, what if I have the Simply Everything for $99.99. What good does "free anytime minutes" do me when I already have unlimited minutes? Or, what if I have 400 anytime minutes, but still only blow through 300 in any given month? How are those "free" minutes worth anything to me?
The gesture is nice, but it's a pathetic one at best. The biggest pet peave I have about this program is the "First to know, First to buy" claim. It simply is a statement to make loyal customers feel good, but the reality is that there are several examples on this site where even the concept of "First come, first served" isn't adhered to, let alone "First to know, First to buy". For example, the Palm Pre. I signed up to the Pre mailing list to see when the phone would be released and get more details on it. Did I get ANY info on the phone from Sprint? Honestly, no. I ended up having to get my information from 3rd party sources and fellow web users. And then, only a VERY SELECT few of the Premier customers were even offered invites to purchase the Pre merely 24 hours before the general public. That's doesn't leave much room for loyal customers to play with, especially since that invite went out only 2 weeks prior to the release. That's most assuredly NOT "First to know, first to buy".
So, while you may have had a positive experience as a "Premier" member, the vast majority of us have not. And trust me, we have made our fair share of calls into CS asking for info, discounts, etc. and received jack-squat.
I see some of the points I have made in other posts here from several of you. I agree about giving free minutes, no number of free minutes is going to amount to any conceivable value to many customers especially considering the plans that are required to be eligible. Furthermore I see in the digital lounge free ringer coupon codes for everybody and regularly. With these points I feel like that value in these offers are nil to me personally and I highly doubt that I am the only one that feels that way.
My biggest problem with the whole concept though is that it is touted as a LOYALTY program while the only real qualification is spending a certain amount of money each month, granted for at least six months to begin with, thus essentially making this a big spender rewards program.
And what about the early upgrade, true it is nice to be able to get a new phone every year at a larger discount than previously but its only for the primary line on the account which from my perspective is illogical mainly because the spending restriction calls for those with multiple lines to spend more than those with single lines yet they still only get to upgrade the primary line. Also you have to sign up for a new two year agreement to qualify for this early discount this means that if you decide to take advantage of this offer you will not be eligible for their contract renewal discount anymore.
I recently upgraded my phones and was really offended when I was continuously reminded that I should be happy that I was able to upgrade one of the handsets on my account early when it had already been twenty months since I upgraded both phones.
I do believe in the old adage "its the thought that counts" though that loses much of its meaning when those offering the thought are aware that what they are offering is of little to no value to you.
As a parting thought the last sentence in the video is "this is a great way for us to reward both our highest value customers and our most loyal customers."
I agree the Premier Rewards program needs to be revamped to cover a more broader range of the customer base. The categories Sprint tries to fit "us" the consumers in is very subjective. I ahve had good dealings and bad with Sprint all the same. And I never once brought up to the CSR that I have been a customer since 1997. Let alone the services I purchase are in excess of 300.00 per month. But what I do say when dealing with issues is to let the reps know what reults I would like to see happen and then give them a list of examples of ways to accomplish those goals. Needless to say I get what I ask for 99% of the time. I do feel the program is good for letting customers feel they are treated a little better evn if that may not be the case. Personally I have been dealt with the same way since I started my service with Sprint. Mostly hit and miss till you get the right rep. err the more "common sense" rep. But this happens at every large company. You get the rockstars or the tools, you determine how you deal with both categories on your own. But the premier program does need to be revamped for those and to include the ones that feel like they are in the middle. I don't agree that new customers should be given the same treatment as customers who have been with the company longer. Even if said "new" customer spends 10 times the amount I do. They need to pay their dues and at least wait till their contract is expired or renewed. Then that would show some product loyalty. Just my .02 cents.
2 points:
First, ksixftfour, with regards to "better" upgrades, what are you exactly referring to? The cost of upgrading is the same whether you opt to do so every 12 months or every 24 months (so long as you are a Premier customer). The benefit is the time frame, not the cost of the phone. The cost of the phone is the same, so there is no benefit financially.
Second, jklaughrey, I agree with the "paying your dues" idea. Absolutely NO CUSTOMER should be allowed into the Sprint Premier Loyalty program until after AT LEAST their 2 year contract is up. Allowing people into the program after 6 months so long as they spend $70 or more cheapens the whole thing.
My solution:
1. Absolutely KILL OFF the current "Premier" program. It's honestly pretty worthless. Start from scratch.
2. Premier customers automatically get enrolled into the program after the following:
A) You've been a customer consistently for at least 10 years
B) You've been a cusomter for 6 years and have averaged at least $60/month
C) You've been a customer for 5 years and have had a family plan the entire time
3. Actual Benefits of the PREMIER plan are as follows:
A) Eligible for a new phone upgrade at "new customer" pricing (including rebates) AND all rebates are instant (no Mail-In Rebates to worry about...EVER!)
B) For each year the Premier customer has NOT upgraded their current phone, they get to apply an additional $50 off of any new phone, up to a maximum of $200. So, if you somehow manage to keep your phone for over 5 years (like me), and you want the new Palm Pre, then the phone (normally $199.99 after all rebates) would end up costing you $0.00.
C) Can purchase any single accessory at wholesale price instead of MSRP every 12 months. All other purchases that year are at full MSRP minus 25% discount.
D) Premier customers can order any upcoming new handset from Sprint, and have it delivered anywhere in the US with free shipping and $0.00 activation charges.
E) Premier customers get to place orders for any and all new phones at least a full 2 weeks before the phone itself launches for public sale.
F) Any REQUIRED rate plans for any particular handset are null-and-void, BUT the Premier customer is responsible for any incurred overages due to data usage, messaging, etc. if that service is NOT currently included in their rate plan.
So, in other words, if you wanted the Pre, my loyalty program would have allowed you to order the phone as early as mid-May, 2009. Furthermore, you could have gotten the phone delivered to your home (or have it reserved for pick up at your nearest SprintNextel store...or, if we can get 3rd party stores to buy into it too...even at Best Buy). If the phones are in limited supply, then Premier customers are given those phones FIRST...always and without exception. After all, you're a Premier customer, so the company should treat you like one.
Ok...that's just my 2 cents worth...any other ideas???
D-Mon
says Did you have to sign up for another 2 year contract with Sprint to get that deal?
Im a little frustrated with the premier layout on the website. I have received a $5 discount flyer for being a ''good customer'' but cant redeem it on here. grrrrrrrrr.oh well guess i can always call the customer service in India and struggle to understand them.
Good morning bobeep, my name is Darin and I am on the Sprint Premier team.
I am sorry you can't find the anniversary $5 service credit on the website. It will only be there if you are in your anniversary window which is defined as 15 days prior to you accounts anniversary month to 15 days after that month. If you are in that window and still can't see it, I would really like to know so I can determine what is going wrong. If you could send me a private message with your account info I will have someone look into it.
If you are outside of that window, that will explain why it isn't showing up, but I would still like to get you your gift so send me your information in that case as well. I will try to make sure if someone contacts you, you will be able to communicate with them easily.
Your business is important to me so please let me help you.
Darin
S|P
Gold Expert
says:
Interesting video. But did she have to be so stiff?!?