July 6th, 2007
EXCLUSIVE: That to-be-disconnected Sprint customer tells me all
This morning I’ve been in email contact with Rene, the Sprint customer in Florida who was first to alert the world that Sprint had sent her a termination notice due to her excessive calling of customer “service.”
Dear Rene,
I apologize for the inconvenience caused to you due to the changes made on the account. Thank you for contacting Sprint in this regard.
I noticed that the $10.00 Power Vision option with $10.00 credit was removed from the account and the new Power Vision option of $15.00 was added. I am sorry as this change was made to your account without your request.
I have added the $10.00 Power Vision option with $10.00 credit to your account effective immediately. Let me assure you that this option will not be removed from your account without your request.
Regarding the credits for the 7 p.m. option and Text Messaging option, a credit of $26.00 and the applicable taxes of $4.31 has been applied to your account against the same. This credit will reflect on your next invoice.
Let me assure you that now your plan has been correctly configured with free 7 p.m. option and Text Messaging option. So, your account will not be billed for these options.
Thank you for emailing us. It was a pleasure assisting you and I look forward to more opportunities to serve you in future. Have a great day!
Name Omitted
Business E-Care
Sprint together with Nextel
“Where our customers come first!”
So now let’s see if the care of this customer “came first:”
In her first of two emails to me, Rene said Sprint Executive Services/(Sprint CEO) Gary Forsee’s office promised to call her back within 48 hours with some information, and no one ever bothered to.
Then, just a few minutes ago, Rene wrote to me that “after Sprint never calling me back I called them and was blown off saying ” ‘ decision final.’ ”
So why all these calls to customer service?
“The vast majority of my calls were to fix errors Sprint made,” Rene tells me in her latest email. “Most of the calls were transferred numerous times, disconnected (forcing me to call back) or they told me to call a different #.
“That’s why the actual “call #” was so high.”
Unblankin’ believable.
Russell Shaw is an enterprise computing journalist, analyst and author based in Portland, Oregon. See his full profile and disclosure of his industry affiliations.
