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Sprint Cuts 1,000+ Customers For Excessive Complaining
News4Jax.com ^ | 7/11/07 | News4Jax.com

Posted on 07/11/2007 6:10:16 AM PDT by GeorgiaDawg32

JACKSONVILLE, Fla. -- Hundreds of cell phone customers are being given the boot, accused of being too high maintenance.

Sprint-Nextel is disconnecting more than 1,000 subscribers on grounds the clients call customer service too often and make "unreasonable requests."

The 1,200 people getting dropped will have to find a new carrier by the end of the month.

A Sprint representative said the average customer calls customer service less than once a month, but the 1,200 clients getting the boot call 40-50 times as often.

(Excerpt) Read more at news4jax.com ...


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I'd like to know what the "unreasonable" requests are..could it be "give me what I'm paying for??"
1 posted on 07/11/2007 6:10:19 AM PDT by GeorgiaDawg32
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To: GeorgiaDawg32

At least they can be let out of their contracts.


2 posted on 07/11/2007 6:14:05 AM PDT by mtbopfuyn (I think the border is kind of an artificial barrier - San Antonio councilwoman Patti Radle)
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To: GeorgiaDawg32

Well, I’ve owned a cellphone for four years, and have yet to call customer service even once.

I wonder if these high-maintenance customer have anything else in common?


3 posted on 07/11/2007 6:14:20 AM PDT by Steely Tom
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To: GeorgiaDawg32

The remaining millions of unsatisfied customers have already left!! I hear they are also going to drop customers who don’t use their phones often enough!! What gall!


4 posted on 07/11/2007 6:15:30 AM PDT by TommyDale (Never forget the Republicans who voted for illegal immigrant amnesty in 2007!)
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To: GeorgiaDawg32

Maybe Sprint is on to something. If only we could cut the America haters in Hollywood, the RINOs and the leftie moonbats....if only...


5 posted on 07/11/2007 6:16:01 AM PDT by LottieDah (Democrats, AlQaeda and the ACLU working together to destroy America)
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To: Steely Tom

I don’t blame Sprint. I have never called them regarding my service or bill.


6 posted on 07/11/2007 6:16:12 AM PDT by GeorgefromGeorgia
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To: GeorgiaDawg32

As a former retail level technical type person, I wholeheartedly know the types of people SN is ditching. High maintenance whiners. Ones who call in to claim a month of credit for one lousy dropped call. Ones who call in to complain about not getting signal strength while in the basement. And of course those who call in and are initially rude to the CSR’s.

Only 1200 out of millions of customers... these must be the creme’ de la creme’ of idiot customers.


7 posted on 07/11/2007 6:16:39 AM PDT by Sir Hailstone (I'm a "Dollar-a-day" Free Republic member. Are you? [http://digitalfarmers.blogspot.com])
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To: GeorgiaDawg32

Sprint handles it customers the way Congress handles Iraq.


8 posted on 07/11/2007 6:17:27 AM PDT by TheRobb7 (The welfare state needs a new customer base--ILLEGAL aliens!)
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To: GeorgiaDawg32

or as quite a few I personally know....getting billed for services they did not subscribe (sign) to or getting double-billed, or charged for overseas calls they did not make....etc.....etc...


9 posted on 07/11/2007 6:18:06 AM PDT by RSmithOpt (Liberalism: Highway to Hell)
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To: Steely Tom

Exactly. According to Sprint, these people were logging in 40-50 calls per month. That’s more than one call per day on many occasions. The tip-off to me was that the people Sprint is cutting loose were said to often times request information on other user’s accounts. Hmmmmm. It reminds me of a lot of the type of people I see come into Judge Judy’s courtroom (i.e. losers).


10 posted on 07/11/2007 6:18:18 AM PDT by Paved Paradise
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To: Sir Hailstone

Too funny, work with customers long enough, and this becomes a Dream Scenario..the stuff that makes a smile come to your face for no apparent reason to anyone but you...

Sort of like the guy from the enzite commerical “Bob”...


11 posted on 07/11/2007 6:20:36 AM PDT by padre35 (Conservative in Exile.)
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To: GeorgiaDawg32

I am thinking of letting my husband go for the same reason.


12 posted on 07/11/2007 6:21:27 AM PDT by elizabetty (Perpetual Candidate using campaign donations for your salary - Its a good gig if you can get it.)
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To: GeorgiaDawg32

Nextel’s walkie-talkie beep is aggravating anyway.....


13 posted on 07/11/2007 6:21:48 AM PDT by NRA1995 (To Congress and Mr. President: This is OUR country, and don't you forget it!)
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To: GeorgiaDawg32

Maybe the customers were calling to complain about dropped calls-something that happens A LOT with sprint-I know, I’m one of their customers.


14 posted on 07/11/2007 6:22:19 AM PDT by mrmargaritaville
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To: Sir Hailstone
I am a self employed mfg’r of a product and have about 10 customers out of thousands who use to take up half my day.One use to call everyday toll free for about 5 month’s Caller ID has freed me!!!

Also use to have a retail store, restaurant and lodging, same thing. A few whiners took up half our time and all of our sanity. I no longer give this personality type the time of day.

15 posted on 07/11/2007 6:23:11 AM PDT by liberty or death
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To: GeorgiaDawg32
Wasn't Sprint this clown's paycheck awhile back?

16 posted on 07/11/2007 6:24:59 AM PDT by ErnBatavia (...forward this to your 10 very best friends....)
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To: GeorgiaDawg32

If I tried to drop my phone plan, they’d insist on me paying through the remainder of the contract. Wonder how that works when the phone provider drops the customer...don’t they have to honor the contract until it expires?

My bet is Nextel callers were calling about lack of coverage or dropped calls.


17 posted on 07/11/2007 6:25:50 AM PDT by dawn53
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To: elizabetty

heh


18 posted on 07/11/2007 6:26:40 AM PDT by GeorgiaDawg32 (Every Democrat Party cause eventually becomes a business then it degenerates into a racket.)
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To: GeorgiaDawg32

Do you call and complain 40-50 times a month?


19 posted on 07/11/2007 6:27:18 AM PDT by Blood of Tyrants (G-d is not a Republican. But Satan is definitely a Democrat.)
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To: Blood of Tyrants

not I, but I’m considering dropping sprint when my contract expires anyway. I’m tired of the dropped calls (I’m talking 5 bars to zero in the blink of an eye, then 5 bars etc..on clear days, not rainy, foggy, etc..) and quit calling to complain years ago..


20 posted on 07/11/2007 6:29:48 AM PDT by GeorgiaDawg32 (Every Democrat Party cause eventually becomes a business then it degenerates into a racket.)
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To: TommyDale

They also dropped the troops (in Iraq and other places) for excessive roaming. However; when this made the news, Sprint backed down-this is a company on its way out.


21 posted on 07/11/2007 6:32:13 AM PDT by nyconse
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As a former call center guru, I can tell you that it costs the company between $4 and $8 (depending on what level of training costs). If these folks were calling 40 times a month, they were losing money. If the calls were not legit, the company is right in dropping them.

At the bank I worked at we had folks call two or three times a day to check their balances. The customers never understood that we processed deposits once a day, and they could call all day long and the balance wouldn’t change.

After 20 years as a customer service professional and consultant—I can tell you that the customer is rarely right—they dont understand services and they usually have unrealistic expectations. However, they are always the customer and should be treated with respect.

Consider, if the call center reps are not spending five minutes with these nut jobs—your hold time just dropped a few minutes...and your call is probably legit.

In the end, it comes down to profitability. These customers were not profitable (and we do NOT run charities do we?) They were right in cutting them lose. There is no constitutional right to cel phone service. There was a contract and the company worked within that contract and decided it “just wasn’t working out.”

I applaud Sprint for having the guts to tell these folks to take a hike. If more companies did this, service would get a lot better.


22 posted on 07/11/2007 6:33:03 AM PDT by Vermont Lt (I am not from Vermont. I lived there for four years and that was enough.)
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To: dawn53

Dropped customers don’t have to pay any balances and are let out of their contract. I saw it on another post.


23 posted on 07/11/2007 6:33:25 AM PDT by nyconse
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To: LottieDah

*Maybe Sprint is on to something. If only we could cut the America haters in Hollywood, the RINOs and the leftie moonbats....if only...*

Haha! That was my thought, too. If only we could!


24 posted on 07/11/2007 6:33:34 AM PDT by swatbuznik
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To: GeorgiaDawg32

It’s probably more along the lines of ‘Stop over-charging me for stuff my plan is supposed to cover for free’. My ex-bf is being suddenly (once again) charged for overtime minutes (around 900)....all because he just upgraded his phone last month.

This same thing has happened 4 or 5 times in the past years (everytime he upgrades to a newer/better phone). He didn’t change his plan at all, but somehow Sprint always manages to change it FOR him. They drafted over $350 out of his bank acct in ONE month for what he was normally being charged only $100/mo. for, and they’re charging him a similar amount for July too.

They really have some racket/scam going there. Screw the customers and then drop the ones that complain about getting screwed!


25 posted on 07/11/2007 6:34:07 AM PDT by XenaLee
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To: Sir Hailstone
High maintenance whiners.

Yep, some people have created miserable lives for themselves and just want to take it out on somebody. My wife Scan58 works customer service, and runs across a few who call mad and stay mad, no matter how she tries to make things right.

I always try to treat service people with respect. It's amazing the lengths they'll go through to help you just by your treating them like human beings. (It's not their fault the company they work for won't hire enough reps to avoid your having to wait on hold.)

26 posted on 07/11/2007 6:34:17 AM PDT by scan59 (Let consumers dictate market policies. Government just gets in the way.)
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To: elizabetty
I am thinking of letting my husband go for the same reason.

I am thinking of letting my wife go for the same reason.

27 posted on 07/11/2007 6:34:22 AM PDT by jws3sticks (Hillary can take a very long walk on a very short pier, anytime, and the sooner the better!)
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To: dawn53
Wonder how that works when the phone provider drops the customer...don’t they have to honor the contract until it expires?

If it is a typical one-sided contract Sprint probably has a "we'll drop your ass any time we want to" clause in it.

28 posted on 07/11/2007 6:35:16 AM PDT by KarlInOhio (A base looking for a party.)
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To: Sir Hailstone

Having experience in the customer service area, I can well imagine what type of people these whiners are. Quite frankly, I’m surprised it’s only 1000 - I’m sure there are many thousands more who deserve the boot as well, but I think Sprint decided to make an example out of these idiots in hopes that the rest will sit up and take notice.


29 posted on 07/11/2007 6:38:34 AM PDT by reagan_fanatic (Press 1 for English, press 2 for deport)
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To: GeorgefromGeorgia
"I don’t blame Sprint. I have never called them regarding my service or bill."

It's probably a good thing you never had a problem. If you had, you would have sat on "hold" for hours, then finally reach some 'quota hire' who has no clue what they are doing, but would cop an attitude with you because you revealed their stupidity. Heaven forbid if you had a problem with your billing, because they couldn't understand their own system.

30 posted on 07/11/2007 6:39:57 AM PDT by TommyDale (Never forget the Republicans who voted for illegal immigrant amnesty in 2007!)
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To: GeorgiaDawg32

I guess the call centers in India are complaining about customers complaining!


31 posted on 07/11/2007 6:41:27 AM PDT by Leftism is Mentally Deranged
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To: jws3sticks; elizabetty

You two sound like a potential marriage made by Verizon! LOL!


32 posted on 07/11/2007 6:42:27 AM PDT by TommyDale (Never forget the Republicans who voted for illegal immigrant amnesty in 2007!)
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To: Vermont Lt
Recently, I had a problem with my car loan finance company. I had changed insurance companies and sent in the proper paperwork seven times. Eventually, they place forced insurance on my car. I called every day-two or three times a day for two weeks. I was informed I would have to pay for this insurance and eventually (not) receive a credit. I was treated extremely rudely. Finally, after going to the FTC and the Attorney General in my state, I was given full credit. I was originally told I would have to pay for one month; I would not agree to this and received full credit.

Customer service people in many cases do not follow through and are often rude because as the poster who worked in customer service indicated-they don’t like their customers and consider them pains in the neck. This attitude is very common, and very unfortunate.

I am in the process of getting a mortgage and will close the end of the month. Thus, I could not ‘fire’ this company. You better believe, I am going to either pay off the car or refinance the car as soon as my mortgage closes. I will not remain with this company one minute longer than neccesary. They did not deliver the appropriate level of customer service,wasted considerable amounts of my valuable time, and I believe this insurance thing is a scam.

33 posted on 07/11/2007 6:46:00 AM PDT by nyconse
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To: reagan_fanatic

I take notice...I would never use Sprint after reading this.


34 posted on 07/11/2007 6:47:37 AM PDT by nyconse
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To: Vermont Lt

There was a contract and the company worked within that contract and decided it “just wasn’t working out.”
:::::::
I know there are troublesome, high-maintenance customers. Any service provider should know this also.
Was a limit on customer service stated in the contract?
Would they let a customer walk from the contract if the customer decided it “just wasn’t working out”?


35 posted on 07/11/2007 6:47:59 AM PDT by loungitude (The truth hurts.)
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To: GeorgiaDawg32
I'd like to know what the "unreasonable" requests are..could it be "give me what I'm paying for??"

I saw this article the other day. I think the criteria is people who call customer service more than 25 times per month.

If I had someone calling me that often, I'd get rid of them too. Or I'd raise their rates until it became profitable to retain them.

On the other hand, Sprint sucks. I wouldn't even consider getting my cell phone service through them.
36 posted on 07/11/2007 6:48:46 AM PDT by JamesP81 (Keep your friends close; keep your enemies at optimal engagement range)
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To: JamesP81

I’m considering changing to T-Mobile when my sprint deal expires, but am currently undecided.


37 posted on 07/11/2007 6:52:37 AM PDT by GeorgiaDawg32 (Every Democrat Party cause eventually becomes a business then it degenerates into a racket.)
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To: GeorgiaDawg32

Those 1000 customers should fall to their knees and thank God.

My elderly parents had a sprint cell they bought in NV years ago. They never used it, just kept it for emergencies. When they got it, their plan was around 25/month.

Sprint kept bumping them up till they were paying 39/month. Then their charger failed, Sprint sent them another one that didn’t work, claimed they never recieved it when my parents sent it back, and they never got the credit. Sprint also tried to extend their contract for another 2 years for no reason.

Last Christmas I bought them a pay-as-you-go phone from Cingular, charged up with 1000 minutes. I’ll ‘recharge’ it every year at a cost of around $100. Screw Sprint.


38 posted on 07/11/2007 7:01:12 AM PDT by TC Rider (The United States Constitution ? 1791. All Rights Reserved.)
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To: GeorgiaDawg32
It probably took 300 calls per month just to get to someone who spoke and understood English. Sprint sent me a text message so I could link to the site to download a phone upgrade to make a feature work but then charged me for the text message they sent. I called Sprint to get the credit and was told that I didn’t have to open the text message they sent. After about 20 calls to worm my way through the slang and ghetto talk customer service reps, I finally just came out and said I wanted a manager that spoke regular English and could actually help me without transfer. After 3 days of calls I became a completely satisfied customer.
39 posted on 07/11/2007 7:02:17 AM PDT by tobyhill (only wimps believe in retreat in defeat)
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To: GeorgiaDawg32
I’m considering changing to T-Mobile when my sprint deal expires, but am currently undecided.

The only provider I've ever been with is Cingular / AT&T. They suit me fairly well. My Razr gets pretty good reception, I don't have a whole lot of dropped calls, (sometimes one will drop if I've been on the phone for over a half an hour, which I rarely am) I have realistic expectations of the service and the equipment, and the money is reasonable. All I want it to do is make phone calls so I don't have to pay for a landline in my house (which costs more than my cell plan anyway). If I want to browse the internet or check email, I've got a computer for that.
40 posted on 07/11/2007 7:02:48 AM PDT by JamesP81 (Keep your friends close; keep your enemies at optimal engagement range)
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To: Leftism is Mentally Deranged
I guess the call centers in India are complaining about customers complaining!

I wonder what God foresaken country their calls go to?

41 posted on 07/11/2007 7:04:09 AM PDT by TC Rider (The United States Constitution ? 1791. All Rights Reserved.)
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To: Vermont Lt

I work for one of the service providers.Belive me, these are non-revenue generating customers.50 to 60 calls to customer care a month.Some have not paid a bill in years - monthly credits on account.

No big loss!!


42 posted on 07/11/2007 7:05:18 AM PDT by zavvone
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To: GeorgiaDawg32

Sprint was dying before they swallowed Nextel. Nextel had almost four times as many subscribers as Sprint, and with good reason: Sprint is the “No Service” zone.


43 posted on 07/11/2007 7:14:06 AM PDT by editor-surveyor (Turning the general election into a second Democrat primary is not a winning strategy.)
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To: GeorgiaDawg32
I’m considering changing to T-Mobile when my sprint deal expires, but am currently undecided

Why don't you try calling Sprint too many times and then they'll drop you and you won't have to worry about waiting for your contract to expire (just kidding, but if you called them and told them you didn't like the way they were doing business...they sure wouldn't let you out of your contract.)

44 posted on 07/11/2007 7:19:29 AM PDT by dawn53
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To: reagan_fanatic

I’m in CS, too. The only reason why I think Sprint or any other company would drop a customer is if that customer was costing them more money than they were making off of them.

That being said, I’ll never use Sprint again. I absolutely hated their support system and their policies. So, I would bet these folks who got the boot will be happier with another service anyway.


45 posted on 07/11/2007 7:21:07 AM PDT by scan58 (Diversity results in a collection of unconnected individuals.)
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To: GeorgiaDawg32

LOL!!!

Now all the other Sprint customers know how to get out of that lousy service contract!


46 posted on 07/11/2007 7:27:48 AM PDT by CodeToad
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To: GeorgiaDawg32

Sprint has stumbled onto Robert Mugabe’s Zimbabwean Solution. Rather than change the law, replace the electorate


47 posted on 07/11/2007 8:00:56 AM PDT by gcruse (Let's strike Iran while it's hot.)
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To: TommyDale

“I hear they are also going to drop customers who don’t use their phones often enough!! “

I was a member of Book of the Month Club for years and years. They got a new president or some such and decided purging the rolls of those who bought an insufficient amount of books would be the thing to do.

So they dropped me.

A year or two later I got a letter pleading for my patronage again. Apparently they nearly put themselves out of business.

I smiled as the wadded up solicitation made the waste basket in one.


48 posted on 07/11/2007 8:05:54 AM PDT by gcruse (Let's strike Iran while it's hot.)
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To: GeorgiaDawg32

Interesting. Bump for later reading.


49 posted on 07/11/2007 9:32:53 AM PDT by Kevmo (We need to get away from the Kennedy Wing of the Republican Party ~Duncan Hunter)
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To: GeorgiaDawg32

According to Sprint, the 1,000+ customers were those who were ‘scamming’ the customer service system to get free phone credits.

Some of these people had acquired more than $1,000 in free air time credits - simply by calling and complaining - over and over and over and over - with the goal of building more free air time credits.

See details at http://consumerist.com/consumer/exclusives/sprint-customers-terminated-for-complaining-too-much-were-scamming-sprint-for-free-service-277026.php


50 posted on 07/11/2007 9:38:45 AM PDT by Puntagorda
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