| Author |
Message |
man1234
Posts: 198
Phone Model:
Sanyo Katana II
Service Provider:
Sprint |
 
Mon May 19, 2008 2:35 pm |
Ok so i went over my minutes while still having a few days left in my month, knowing that i would still be making some calls.
I call sprint the same night i went over on my minute usage and said
"hi i went over my minutes and i was just wondering if i can get some bonus minutes this month, you know, maybe 10 or 15 extra minutes -- just to cover the overage charge?"
CSR - "well i can give you an extra 100 minutes for $5/mo."
me - "no thanks, im just looking for something to last me the rest of my cycle, so i do not pay for overage
CSR- "please hold"
--3 minutes later--
CSR- "okay what i did was i waived the overage charge and put 100 bonus minutes free onto the account, but they will expire at the end of the cycle, sir.
i was completely amazed and shocked that they'd be THAT nice!
100 bonus minutes & waived overage charge (the charge wasnt a big charge it was probably a few bucks)
so i think sprint's customer service is definitely improving!
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McGirk
Posts: 2424
Phone Model:
AX380 Wave
Service Provider:
Alltel |
Tue May 20, 2008 8:57 am |
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That is an improvement, but that isn't exactly what I was looking for. It is kind of them to do that, but not necessary. What I want to see is hold times reduced, properly trained CSR's, and more of them that speak the language better. If I cannot understand them, and they cannot understand me, how can they fix my problem? If they can fix these things, and I stop getting stories about multiple transfers and multiple hour CSR calls, then I will really think they have improved.
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iowa
Posts: 1187
Phone Model:
Sanyo Katana Deluxe\LG Rumor\Palm Centro
Service Provider:
Sprint~MyPlan (2 Lines 1000 Min, Free Roaming,Free Internet, Free Text, Free Pick 5, Free Mobile 2 Mobile, 25% Loyalty Discount, Free Nights & Weekends@5PM, 7$ Recurring Credit.) 80 Bucks. |
Sat May 24, 2008 4:35 pm |
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Initial Hold Times are usually less than a minute.
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McGirk
Posts: 2424
Phone Model:
AX380 Wave
Service Provider:
Alltel |
Tue May 27, 2008 9:21 am |
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Hooray, then after you speak to one of them, you're put on hold again, this time for usually longer then a minute.
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man1234
Posts: 198
Phone Model:
Sanyo Katana II
Service Provider:
Sprint |
Tue May 27, 2008 9:26 am |
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Surprisingly, i got through very fast, and the rep told me to "hold on" for about 2 minutes. i was pleased with what i went through. AND -- i still have those 100 bonus minutes, which were supposed to expire as my new month started, FREE of charge
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iowa
Posts: 1187
Phone Model:
Sanyo Katana Deluxe\LG Rumor\Palm Centro
Service Provider:
Sprint~MyPlan (2 Lines 1000 Min, Free Roaming,Free Internet, Free Text, Free Pick 5, Free Mobile 2 Mobile, 25% Loyalty Discount, Free Nights & Weekends@5PM, 7$ Recurring Credit.) 80 Bucks. |
Sun Jun 01, 2008 6:31 pm |
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Yeah it seems as if they gave the reps more power and don't have to ok everything with thier supervisor.
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McGirk
Posts: 2424
Phone Model:
AX380 Wave
Service Provider:
Alltel |
Wed Jun 04, 2008 9:32 am |
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That is a step in the right direction. The companies that have (and I mean all companies) the best customer experience usually have employees that are allowed to make decisions. Any company that decides to reduce the decision making power of it's employees risks taking huge steps backwards.
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