Think twice about calling Sprint customer service

…because it might just be one call too many. Reports have been creeping up that Sprint subscribers who have been too much of a drain on customer service resources are getting The Boot™. Sprint’s willing to put offending customers’ balance to zero, and give them until the end of the month to find a new carrier and transfer their phone number, but after that the number’s gone. The carrier’s been throwing a euthanasiast “it’s for your own good” angle on the issue.

“We have to be able to quickly and efficiently serve customers,” said Roni Singleton, a Sprint spokeswoman. “And when we are unable to consistently solve our customers’ problems it results in a lot of frustration and longer waits for other customers. So after looking through our records, we were able to determine that there were customers who we could couldn’t meet their current needs.”

From a business perspective, I could see how culling the weak could could help them streamline their call centre resources more effectively, but this seriously estranges their existing client base. Come on, the call-in customer service experience is arduous enough without the threat of service termination, why would you want to make it any worse? Hey Sprint, why not work on providing better service to avoid those calls in the first place instead of punishing paying customers for your mistakes?

Posted by Simon Sage in News

Comments [37 Responses]

Think twice about calling Sprint customer service - BlackBerryForums.com : Your Number One BlackBerry Community
July 6th, 2007 at 9:09 am

[...] Think twice about calling Sprint customer service - Today, 09:08 AM I usually do not post article links but this really caught my eye, especially as many of the subscribers on this site have purchased new devices recently and may be dealing with their carrier’s tech support more than ususal. Think twice about calling Sprint customer service | BlackBerry Cool [...]

Sprint may cancel your service if you call customer service to often | Gadgetell
July 6th, 2007 at 12:51 pm

[...] [Blackberry Cool] Comment on this post | [...]

Lowery
July 9th, 2007 at 9:26 am

That’s one way to lower churn! The issue is this gives lowly CARE reps and supervisors super powers over small business who have legitimate complaints. For example, a confused customer makes several calls into Sprint trying to understand and take care of their issue. The get booted for trying to manage their account. Great…There’s always Verizon, T-Mobile and AT&T.

get real
July 9th, 2007 at 1:26 pm

these customers were calling hundreds of times a month, over the course of 12 - 18 months. some were calling 30+ times a day. good luck to the wireless company they switch to.

bn
July 9th, 2007 at 8:54 pm

How can I get one of these letters???? I would love to get out of my rotten contact with Sprint. Their service is awful. After HOURS AND HOURS of time with customer service…they finally sent me a new phone with all the issues I had with my previous phone. Maybe I will start calling again, every day, a few times a day…maybe I will get one of these letters in my mailbox. One can always hope!!! Say a lil prayer for me that I can get booted!

Someone Please buyout Spint
July 10th, 2007 at 10:48 am

I have been a loyal and paying customer to sprint for 6+ years…All I wanted was to order a new phone and service.
A total of 6 hours on the phone to get a phone ordered and shipped. Everyperson keeps saying I’m sorry and giving me credits…Sprint now is paying me!
SOMEONE PLEASE BUY OUT SPRINT!

AT&T fails to ban users from suing them | BlackBerry Cool
July 16th, 2007 at 12:32 pm

[...] you thought Sprint’s customers were bad for calling in 40 times a month, you should check out some AT&T customers who are participating in a class-action lawsuit [...]