July 9, 2007
EXPERIENCE LIFE AT SPRINTSPEEDTM, JUST NOT WITH US
A Sprint Nextel customer, whose personal information has been blocked out in this image, recently received the following letter from Sprint Nextel saying that her contract would be canceled because the company believed she had contacted the Sprint Nextel customer service department too many times:
Unless anyone has a better idea, I recommend changing the company's slogan from:
"Experience life at SprintSpeedTM" to "Experience life at SprintSpeedTM, Just Not with Us."
Posted by Mikal at July 9, 2007 6:15 AM
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Yes, Mikal, you are rather clever.
I imagine this customer must be pleased to be released from this contract. I bet there are thousands of folks who would love to receive such a letter from their wirless carrier. Lee McD
Maybe this person was a freaky cutomer service stalker. I mean, you'd have to do something pretty outrageous to have your cell phone carrier drop YOU.
Also, I like how the last sentence suggests that she should call Customer Care if she has any questions.
In any case, I won't be doing business with Sprint/Nextell anytime soon.
Too much!
Wow, that's awesome! Let be known that if you harass your (Sprint) service provider too much, they'll dump you.
I have to admit though, Sprint was my first wireless provider and they gave me the absolute best customer service I think I had ever experienced in my life.
As someone who has spent several years in customer support, I can attest that there are times when the hassle a customer gives you every single month (or week, or day) just isn't worth having them. It's worth the potential bad press just to get rid of them.
When I worked retail, there was a customer who every time he called would yell at, berate, and curse out whoever he talked to. Then he would come in the store and yell and scream about how crappy our store was, how stupid the employees were, and how we never had what he needed (which lead me to wonder why he kept coming back). He'd even occasionally threaten to beat up employees. Yeah, he was a real piece of work.
Not to say this lady was abusive like that. She probably just had an unreasonable (in Sprint's view) amount of complaints.
To be honest, I find it refreshing that a company actually admitted that they were unable to meet a specific customer's expectations rather than trying to BS her like I've often had to do with unhappy customers. I feel sorry for whoever she moves to :)
I just saw a story that mentioned Sprint is dumping a large number of folks. Guess they just ran a database query and pulled out everybody that had called support more than "X" times in the last year.
That changes my opinion a little bit. I'd hate to have a bad year, then get dumped because their stupid query indicated I'm too much of a hassle... sheesh!
I'm guessing the health insurance companies will be doing this next.
This story made a rotation in the national news cycle this past week. Evidently, Sprint dropped more than a thousand "problem customers," if I remember the CNN HN report correctly. As I wrote earlier, if *I* were having this many concerns - so many that I had to call Customer Service regularly - I'd probably be happy to be dumped, which, in legal-speak, means being let out of my contract. Lee McD
I work for Sprint Telesales. And there are those customers who call in with unreasonable demands that we simply cant meet. We explain that and they continue to call & call & call. Eventually for some of them it gets to the point where the person beside me gets the customer; and we talk about them. It's just plain harassment; and with my cellular provider it specifically mentions that you are not allowed to harass the employees of the company. Basically. it'll speed up Customer care lines, and allow employees to have a more positive outlook (which affects customer experience and assistance) because we don't have to deal with the never-satisfied customers.
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