Skip to comments.Sprint Cuts 1,000+ Customers For Excessive Complaining
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 ...
At least they can be let out of their contracts.
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?
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!
Maybe Sprint is on to something. If only we could cut the America haters in Hollywood, the RINOs and the leftie moonbats....if only...
I don’t blame Sprint. I have never called them regarding my service or bill.
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.
Sprint handles it customers the way Congress handles Iraq.
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...
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).
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”...
I am thinking of letting my husband go for the same reason.
Nextel’s walkie-talkie beep is aggravating anyway.....
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.
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.
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.
Do you call and complain 40-50 times a month?
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..
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.
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.
Dropped customers don’t have to pay any balances and are let out of their contract. I saw it on another post.
*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!
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!
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.)
I am thinking of letting my go for the same reason.
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.
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.
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.
I guess the call centers in India are complaining about customers complaining!
You two sound like a potential marriage made by Verizon! LOL!
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.
I take notice...I would never use Sprint after reading this.
There was a contract and the company worked within that contract and decided it just wasnt 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”?
I’m considering changing to T-Mobile when my sprint deal expires, but am currently undecided.
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.
I wonder what God foresaken country their calls go to?
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!!
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.
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.)
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.
Now all the other Sprint customers know how to get out of that lousy service contract!
Sprint has stumbled onto Robert Mugabe’s Zimbabwean Solution. Rather than change the law, replace the electorate
“I hear they are also going to drop customers who dont 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.
Interesting. Bump for later reading.
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.
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