Sprint Dumps Problem Customers - Sitcoms Online Message Boards

theshark8777 · 07-06-2007, 11:01 PM

One of the most frequent complaints levied against wireless provider Sprint is the lengthy waits experienced when calling into its customer service department. Sprint is taking a strong stance and making a major change to solve the problem, though perhaps not in the way you might be expecting. The company has decided to cancel the accounts of subscribers who it feels call customer service too frequently. According to BetaNews, letters were sent out on June 29 to 'problem' subscribers notifying them of the termination of their service, which goes into effect at the end of this month. It's not known how many customers received Sprint's Dear John letter, which read, "The number of inquiries you have made to us during this time has led us to determine that we are unable to meet your current wireless needs."

This move mirrors similar practices by companies like financial services firm ING Direct, which frequently "fires" customers who put too many demands on the company's purposefully limited customer service facilities. However, this is a core aspect of ING Direct: delivering low fees and high returns on investments at the cost of "no frills" account access. Sprint, on the other hand, doesn't exactly offer prices any lower than the competition, nor any other advantages. And, given the fact that Sprint is currently bleeding customers (220,000 lost in the first quarter of 2007), it seems odd the company wouldn't be accommodating to anyone willing to sign one of its contracts.

And here's something else to ponder: If Sprint can charge you a $200 fee for terminating a contract early, why can't you charge Sprint for doing the same?

Janice · 07-07-2007, 07:04 PM

That's insane. I guess business must be great if they can act so arrogant. I wish I had Sprint so I could cancel my account, lol.

Ireneparalegal · 07-08-2007, 09:27 PM

What Customer Service? Do they mean the AUTOMATED service line?

dawsongirl · 07-08-2007, 10:26 PM

wow...i wonder what genius marketing exec/customer service exec/someone who wasted a college education thought this would help business!

Mr. Television · 07-08-2007, 10:29 PM

Its time for one of their competitors to use this against them in a commercial.

Already Gone · 07-08-2007, 10:37 PM

That is absolutely ridiculous. I'm glad I'm not a customer.

Hollow · 07-08-2007, 10:57 PM

are frequent customer service calls from the same person actually harming the company? i've never heard of a "we'll kick you to the curb without warning if you don't stop nagging us" rule anywhere.

Quote:

The company has decided to cancel the accounts of subscribers who it feels call customer service too frequently.

right, don't even give it an official limit, just base it on however you "feel."

catlover79 · 07-08-2007, 11:02 PM

All I can say is:

.

Janice · 07-08-2007, 11:55 PM

Quote:

Originally Posted by Walking Tall

Its time for one of their competitors to use this against them in a commercial.

That's a fantastic idea, Sonny.

I am Roboto · 07-09-2007, 06:30 AM

Reminds me of Verizon advertising their BroadbandAccess mobile internet service as "unlimited" and then terminating their contracts with customers who used 'excessive' amounts of bandwidth, which they eventually determined was 5 gigs (they no longer advertise as unlimited, a minor consolation I guess compared to some companies)

theshark8777 · 07-09-2007, 07:27 PM

Quote:

Originally Posted by safety pin

are frequent customer service calls from the same person actually harming the company? i've never heard of a "we'll kick you to the curb without warning if you don't stop nagging us" rule anywhere.

right, don't even give it an official limit, just base it on however you "feel."

The report I saw on CNN today said the average was 25 calls a month.

07-06-2007, 11:01 PM	#1
theshark8777 Hats for Bats Forum Veteran Join Date: Jan 23, 2001 Location: northeast Ohio. Posts: 5,315	Sprint Dumps Problem Customers One of the most frequent complaints levied against wireless provider Sprint is the lengthy waits experienced when calling into its customer service department. Sprint is taking a strong stance and making a major change to solve the problem, though perhaps not in the way you might be expecting. The company has decided to cancel the accounts of subscribers who it feels call customer service too frequently. According to BetaNews, letters were sent out on June 29 to 'problem' subscribers notifying them of the termination of their service, which goes into effect at the end of this month. It's not known how many customers received Sprint's Dear John letter, which read, "The number of inquiries you have made to us during this time has led us to determine that we are unable to meet your current wireless needs." This move mirrors similar practices by companies like financial services firm ING Direct, which frequently "fires" customers who put too many demands on the company's purposefully limited customer service facilities. However, this is a core aspect of ING Direct: delivering low fees and high returns on investments at the cost of "no frills" account access. Sprint, on the other hand, doesn't exactly offer prices any lower than the competition, nor any other advantages. And, given the fact that Sprint is currently bleeding customers (220,000 lost in the first quarter of 2007), it seems odd the company wouldn't be accommodating to anyone willing to sign one of its contracts. And here's something else to ponder: If Sprint can charge you a $200 fee for terminating a contract early, why can't you charge Sprint for doing the same?
	__________________ Who ate all the pecan Sandies??

07-08-2007, 09:27 PM	#3
Ireneparalegal LEGAL SPICE ;) Forum Legend Join Date: Jul 25, 2005 Location: OXNARD, CA - WHERE THE DALLAS COWBOYS TRAIN & PRACTICE Posts: 38,691	What Customer Service? Do they mean the AUTOMATED service line?
	__________________ DALLAS COWBOYS ARE HERE AT TRAINING CAMP!!!

07-08-2007, 10:29 PM	#5
Mr. Television 23 Years at Sitcoms Online Forum Icon Join Date: Jun 06, 2003 Location: Somewhere you're Not Posts: 62,132	Its time for one of their competitors to use this against them in a commercial.
	__________________ Sonny

07-08-2007, 11:02 PM	#8
catlover79 God Bless Val Forum Addict Join Date: May 29, 2006 Location: Bewitched in Ohio Posts: 70,392	All I can say is: .
	__________________ "Jesus loves you and He approves this message." "I'm alive. I'm feeling good. I'm trying to live every moment as much as I can." - Valerie Harper, March 2013

07-09-2007, 06:30 AM	#10
I am Roboto wtfmate Forum 4000 Club Member Join Date: Jul 17, 2003 Location: Virginia Posts: 4,224	Reminds me of Verizon advertising their BroadbandAccess mobile internet service as "unlimited" and then terminating their contracts with customers who used 'excessive' amounts of bandwidth, which they eventually determined was 5 gigs (they no longer advertise as unlimited, a minor consolation I guess compared to some companies)
	__________________ Chris.

07-07-2007, 07:04 PM	#2
Janice Retired Admin - Hollywood Swingin' Forum Legend Join Date: Aug 03, 2001 Location: Beantown Posts: 36,388	That's insane. I guess business must be great if they can act so arrogant. I wish I had Sprint so I could cancel my account, lol.

07-08-2007, 10:26 PM	#4
dawsongirl Member Forum Icon Join Date: Jan 04, 2001 Posts: 53,140	wow...i wonder what genius marketing exec/customer service exec/someone who wasted a college education thought this would help business!

07-08-2007, 10:37 PM	#6
Already Gone Member Senior Member Join Date: Dec 31, 2004 Posts: 2,587	That is absolutely ridiculous. I'm glad I'm not a customer.