For all of you who thought that Verizon customer service was horrible......

As usual, it is best to read from the bottom up. This is a series of emails with our friends at Sprint.....


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I sent this message last week and have yet to receive a reply - accordingly, I request that you forward this message immediately to your second line supervisor for his/her immediate action.

One of the basics of customer service is that you respond to a problem in a timely fashion - not doing so just aggravates the situation.

I will not just go away quietly.

I am expecting a prompt response from a senior customer service representative that is actually responsive to my questions and offers a viable solution. Preferably, that response will not start with "I understand you...."

If you are hearing a bit of frustration in this message then you ARE getting the message.

signed

---------
Dear Veronica;

Please pass this message to your supervisor for her/his response. I
expect a >response within 48 hours.

Perhaps somewhere up the chain of command it is possible to get a response to my questions that actually resolve my issues.

Based on Tamara's suggestion, I tried calling *2 the next time I had a dropped call - unfortunately, her instructions were wrong, since calling *2 dumps you to automated "Claire" [after having to suffer through "if you want to check your minutes..."] who may or may not give you credit. In some cases you get credit, at other times, you get forwarded to an operator who tells you to dial *2, then select option.... In cases where you appear to get credit from Claire, you are informed "I'm sorry, you'll have to input the next information using the numeric keypad - you have been credited one minute, to hear this again, please press 0...." What am I supposed to enter or did I get a credit.

Clearly Claire is broken.

Following Veronica's suggestion, I called the tech support folks, where I spoke to a very friendly lady with a strong hispanic accent who first spent quite some time trying to figure out what phone I had, then after asking me to tell her my software versions proceeded to tell me that they were up to date - except for the PRL which needed updating. For that, I would have to call another 888 number from my Sprint phone or call *2 and select option 3, then 2, then 3. We all know what happens when you call *2 - you get "Claire", and "Claire" doesn't know what technical support is. You have to devine that you are to say "handset problems". When I finally got to tech support [after a 4 minute wait]I was told "yep, your software needs updating, I'll be right back" and I was put on hold for about 14 minutes, after which the muzak turned to a steady hiss that slowly faded to silence - after a few minutes of silence it was clear that I had been disconnected.

Now, for a few facts. I called Kyocera and asked them what the software versions should be [this was well before I contacted Sprint].

According to Kyo, the SX should be 1.0.11, mine is 1.0.05
KT should be 1.0.10 1.0.06
Eudoraweb should be 2.1, mine is 2.0
Eudoramail shld be 2.1.1 mine is 2.03
According to your tech support, my PRL should be 10012, while mine is 10011.

Let's recap:

Tech support is unable to support the phone
Sprint stores are unable to support the phone
Sprint customer service is still giving out incorrect information - not only about the phone, but also about your very own *2 service.

Sprint has still not resolved my concerns about the free incoming minute other that to say "Sorry, we changed that and never bothered to tell you"

If you (as Veronica's supervisor) are unable to correct all of these issues, then I expect you to forward this to a supervisor who can.

signed

From: "Veronica D." <ecare@cc.sprintpcs.com>
To: Subject: Re: ID # 2001091

Hello,

I understand you are concerned about upgrading the software on your
Kyocera 6035 and obtaining credit for your dropped calls. I also
understand you have inquiries regarding the First Incoming Minute Free
option.

In response to your inquiry about upgrading the software on your
handset, I would advise that your contact our Technical Support Team
for further assistance at 1-888-298-0756.

In response to the First Incoming Minute option, this option is not
available with your current plan. All our Free and Clear plans do not
offer this option.

I have proceeded to apply 30 courtesy minutes to your account assist
you with the problems of dropped calls for this billing cycle.

Sprint PCS is dedicated to resolving your issue in the most efficient
and professional manner. We appreciate your patience while we work to
resolve your issue.

Thank you for contacting Sprint PCS.

Veronica D.
eCare

On Mon, 24 Sep 2001 13:57:07 you wrote:

>Tamara;
>
>Please pass this message to your supervisor for her/his response. I
expect a
>response within 48 hours.
>
>Unfortunately Tamara's response is a clear indication that Sprint is
>incapable of responding to customer inquiries correctly. While her
response
>was friendly, it did not address my concerns - moreover, part of her
reply
>was just plain wrong.
>
>In my initial inquiry I crearly stated that I had gone to the Sprint
>store/service center in Gaithersburg - the same store she sent me
back to.
>My question remains unanswered - where can I have my phone updated
without
>incurring any inconvenience - sending me to another store that is
further
>away is unacceptable. By the way, the list she sent me is incomplete.
>
>To state that the phone will not work on the Verizon network is just
>incorrect and, unfortunately, show that Sprint is unable to properly
>merket/support this phone - I suspect that I, as a consumer who has
owned
>this phone for about a month, know more about it that the majority of
Sprint
>employees. Further I only brought up Verizon to show that they seem
more
>interested in customer service than Sprint is. The callous attitude
of "if
>you don't like our [technically incorrect] answer, you can go away -
see if
>we care" is, to say the least, offensive.
>
>The same holds true for the response about the free incoming minute.
>Clearly, I have trusted Sprint to not do anything incorrect with my
account
>- I have authorized auto payment which insures that Sprint receives
payment
>on time. In return, I expect that I be notified if Sprint decides to
change
>some part of service - without hiding it somewhere in the bill and
then
>expect me to challenge it. Accordingly I expect you to reinstate my
free
>incoming minute.
>
>I also believe that if you were interested in serving customers that
you
>would simplify the method for obtaining credit for dropped calls as
I'm sure
>that any logical person would agree that:
>
>..... here is how to obtain air time credits for dropped calls:
>1. Dial *2 from your Sprint PCS Phone;
>2. Select Option 3 (from the Main Menu);
>3. Select Option 2;
>4. Select Option 2 (again);
>5. Enter your Sprint PCS Phone number....
>
>is quite convoluted and discourages customers from seeking credit for
>dropped calls. Quite simply, your system could be automated to give
credit
>for all calls that re-initiated within a certain time limit [for
example 1
>minute] as those calls would almost all be dropped calls.
>
>By the way, without updating the Kyocera phone, *2 does not work -
another
>reason for upgrading the phone.
>
>In summary I expect:
>
>1. my phone to be upgraded without inconvenience to me; and
>2. my free incoming first minute reinstated;
>
>If you are unable to resolve this issue, please forward this to your
>supervisor. Please rest assured that I will elevate this concern
until I get
>a satisfactory resolution.
>

>From: "Tamara D." <ecare@cc.sprintpcs.com>
>To:

>Hello Charles,
>
>I understand you are concerned about several things. I will answer
>your questions in the order asked.
>
>Regarding the stores, some are set up as "Sales Only" centers. This
>is probably where the confusion about this issue lies. I will attach
>at the end of this email a list of the "Sales and Service" centers.
>
>Regarding switching to Verizon, Verizon may have the same model of
>phone, however your Sprint PCS phone operates on a completely
>different band than Verizon. No other carrier in the United States
>(other than our resellers) has this band. Your phone is specifically
>programmed to work only with Sprint PCS and to analog roam when there
>is no PCS signal. Therefore, your phone would not work on another
>carrier's system.
>
>Regarding the dropped call credit, you do not have to do this while
>driving or immediately after the call. Rather, you can simply call
>the options 10 times in a row once a billing cycle if you like. The
>system presently allows this, but at some point in the future may
not,
>so this is subject to change.
>
>You can receive credit for dropped calls. Here is how to obtain air
>time credits for dropped calls:
>1. Dial *2 from your Sprint PCS Phone;
>2. Select Option 3 (from the Main Menu);
>3. Select Option 2;
>4. Select Option 2 (again);
>5. Enter your Sprint PCS Phone number.
>
>Regarding your First Incoming Minute Free, you have not had First
>Incoming Minute Free since 5/1/2000. You have 15 days to dispute
your
>bill, and that bill printed 5/16/2000, so the last day to dispute
your
>first incoming minute free was 5/31/2000. I regret your
>inconvenience.
>
>This is the list of Sales and Service Sprint PCS stores in Maryland.
>You may want to call first to ensure they have the necessary
>equipment.
>
>2341 FOREST DR. I
>ANNAPOLIS MD 21401
>410-224-4300
>
>100 EAST PRATT ST.
>BALTIMORE MD 21202
>410-244-6550
>
>5 BEL AIRE S. PKWY 1607
>BEL AIR MD 21015
>410-569-1280
>
>6435 DOBBIN RD. B8
>COLUMBIA MD 21045
>410-740-8250
>
>527 QUINCE ORCHARD RD.
>GAITHERSBURG MD 20878
>301-987-5220
>
>349 MONTROSE AVENUE
>LAUREL MD 20707
>240-456-0455
>
>12268 B ROCKVILLE PIKE
>ROCKVILLE MD 20852
>301-984-2000
>
>8501 FENTON ST.
>SILVER SPRING MD 20910
>301-565-1700
>
>1 E. JOPPA RD. 200
>TOWSON MD 21286
>410-296-7100
>
>Thank you for contacting Sprint PCS.
>
>Tamara D.
>eCare
>
>
>On Wed, 19 Sep 2001 08:41:33 -0500 you wrote:
>
> >
> >====================================================
> >Customer Name :
> >Sprint PCS Phone Number:
> >Account Number:
> >Form : Ask A Question - Manage
> >Topic : Other
> >====================================================
> >
> >Question : I recently changed to a Kyo 6035 phone. I took it to the
> >Gaithersburg MD store to get software
> >updates and they acted as if they had never seen this phone. After
> >speaking with the manager, she
> >told me that they had the software but didn't have the "special"
>cable to
> >load the updates. A call
> >to Kyo confirmed that a regular cradle was all that was needed -
>which is
> >what I had told the mgr.
> >- she remained adamant that a "special" cable was needed. This
phone
>drops
> >more calls (easily 5-6
> >each day) than my previous phone - probably for lack of updates.
What
>do I
> >need to do to get my
> >phone updated? Do I need to switch to Verizon [they can activate my
> >present phone AND they can
> >update it]. The frustrating thing with Sprint is that customer
>service is
> >non-existent. Further,
> >trying to get credit for dropped calls is so convoluted that it
might
>just
> >as well be removed from
> >your options - you expect me to type in a serioes of menu option
and
>then
> >enter my phone number
> >several times - all usually while driving. Clearly, this is just
>another
> >method of bill-padding. In
> >addition, my previously free incoming first minute seems to have
> >miraculously disappeared. Please
> >have a supervisor respond. thk

[ 10-11-2001: Message edited by: cb1111 ]

__________________
CB1111

When in trouble - obfuscate

i totally agree that sprint has too many brain dead bureaucrats "working" for them. i had a phone previously with sprint. the phone was lost last march, my car seat ate it and it was found the next day. however in the interim i reported it lost just to be safe. i called back after finding it and all was okay...five months later i moved out of sprints service area and stopped my service. two months ago i moved back into their coverage area so i called to reactivate my phone. i was told the phone was reported stolen. i told them about the lost incident in detail plus gave them my orginal password and all of my other personal information. still they insisted the phone was stolen and they could not help me, that i would have to purchase a new phone. i told them that if they simply looked at my file they would see that for months after the initial report was made i had been making calls and writing out checks to them for bills. had the phone been stolen and NOT reactivated this could not have happened. i was then told by the service person they would have to speak with a manager. then i was told that if i could drive 75 miles or 150 r/t to denver with the original phone that someone there could inspect the phone to make sure it was really NOT stolen and that i was who i claimed to be then maybe they might possibly be able to reactivate my phone. the next day i called qwest ordered my 6035 and service and am soooo glad i'll never have to deal with sprint again as long as i live.

The saga actually continues. On Friday, I stopped by the Sprint store while waiting for an oil change on my car. "Can you do the updates?" I asked, and got the expected response of "we have the software but not the special cable". After I had a little talk with the manager, the tech took the phone into the back room, had a cup of coffee, went to the bathroom and ate a donut and then came back and told me that their computers couldn't do the update. She then proceeded to call all the other Sprint stores in the area and none of them could do the updates - even though she recognized that I needed some updates.

Yesterday, after my zillionth dropped call, *2 dumped me to an operator, who said that I could only get 10 credits a month and I'd gotten those already. Since I was driving down the road having nothing better to do, I demanded to speak to a supervisor, who proceeded to tell me that a PRL update would resolve my problem and I should take it to my local Sprint store for an update. After I explained to Darla [the supervisor] that none of the Sprint stores could help me, she told me that she could give me the telephone numbers of the stores in MD so that I could go to one of them to get the updates....... Darla was clearly incapable of thought and it is further clear to me that Sprint merely puts the names of all their customer dis-service clones into a hat and a drawing is held for "supervisor of the day."

Does anyone have the name and email address of anyone at Sprint that has a brain? I'm not sure where they get these idiots, but none can do anything other than read from their computer screen "if a customer has dropped calls then send him to a store for an update"

__________________
CB1111

When in trouble - obfuscate

Last night I received a call from Sprint customer service. This person was quite intelligent and, while also not familiar with the phone, scheduled a PRL update which I just completed.

Just for info, the most recent PRL is 10013...

__________________
CB1111

When in trouble - obfuscate

how do i get thiw latest version of the prl... :p

Call *2 and, when Claire comes on [assuming she isn't broken that day] say "handset problems." That will connect you with a techie who will schedule your PRL update. Then, the next time you call *2 they will update your phone - takes about a minute, you have to be in a place where you get a solid connection.

Tell them you are getting lots of dropped calls.

The PRL update did seem to resolve some of my dropped call issues [but seems to have turned one intermittent drop into a permanent one ].

__________________
CB1111

When in trouble - obfuscate

cb1111 Thanks for getting this stuff going.

After 5 call to *2 customer whatever. That tip for saying "handset problems" got me a new PRL on the spot!!! :p

However, the person said it would be 3-4 hours before I would see it on the phone. I hope it gets on the phone. Just loaded the latest SX update (SX1011.rom) software only. Will report back later on that. I'm not touching the phone update side (KT).

Thanks again.

PS: I think the best way to get our software updates and service from sprint is keep calling and writing. Sprint will get so tried of all the mess they will give us an upgrade to shut us up. :p

cb1111 Thanks for getting this stuff going.

After 5 call to *2 customer whatever. That tip for saying "handset problems" got me a new PRL on the spot!!! :p

However, the person said it would be 3-4 hours before I would see it on the phone. I hope it gets on the phone. Just loaded the latest SX update (SX1011.rom) software only. Will report back later on that. I'm not touching the phone update side (KT).

Thanks again.

PS: I think the best way to get our software updates and service from sprint is keep calling and writing. Sprint will get so tried of all the mess they will give us an upgrade to shut us up. :p

cb quad 1,

thanks for the tip. even though ive got the i300, id like to atleast have the latest "official" versions. :p

The saga continues with sprint. I never got the PRL update they promised.

Will try again today.

Did you try dialing *2 again? The way the updates work, they schedule it for your phone and calling *2 then transmits it to the phone.

But, yes, the saga continues. A few days ago I sent customer service all of my above emails, ending with the "On Friday I went to the Sprint store..." and got this as a reply. Of course I had to respond......


From: "Warren M." <ecare@cc.sprintpcs.com>
To: Hello Charles ,

This note is in response to your problems you have been experiencing
with your handset.

In order to provide you with the quickest, most effective customer
service, please take your phone to Sprint PCS location in your area.
The Sprint PCS store will effectively handle your equipment and
warranty related issues. By taking your handset to the store, a
qualified technical service representative will test the phone or
battery to determine if its condition warrants an exchange or a
repair.

Please click here: http://www.sprintpcs.com/learn/findstore.asp
to locate the store nearest you.

Thank you for contacting Sprint PCS.

Warren M.
eCare
____________________________________
Dear Warren;

I certainly hope that you are NOT one of the senior Sprint Customer Service representatives that I requested a response from - if you are, then I'd suggest that everyone quickly sell their Sprint stock.

What part of "On Friday, I stopped by the Sprint store" is difficult to understand?

Forward this message to your supervisor - better yet, forward it to the Sprint representative that scheduled my phone for