Sprint, I.B.M. and C.C.I. (OVERLAND PARK, KS and ATLANTA, GA, respectively.) - Customer Agents Told To Lie BY OMISSION IF NECESSARY To Protect Sprint Brand Name And Not Tell Customers The Truth
Customer Humiliation Group, aka as G.F.Y. Group
BREMERTON CALL CENTER, UNDER I.B.M. AND C.C.I., WASHINGTON -- I was a customer care agent for '5' months in the Bremerton call center. Over time, it was apparent that SPRINT was decommissioning cellular service in many metropolitan areas and promising customers that, once the 4G LTE service was rolled out, service would be 'wonderful' which, in fact, was truly an intentional LIE. In most cases, post upgrade to the oh so wonderful 4G LTE in most areas, customers lost their ability to communicate altogether on their SPRINT phones but were in roaming range of all of the competitor’s out there. In some cases, if they needed to use their phones in emergency situations they had no choice but to allow roaming to occur or not place a call at all.
The SPRINT corporation had a propensity for, without the customer's knowledge or approval, adding additional lines of service to their account, then terminating the illegally added line of service the customer had no clue about, AFTER the 14 day 'guarantee' period where the ETF then went into effect for 350 dollars and was NOT WAIVERABLE. In addition to this, customers were being intentionally lied to BY POLICY DIRECTIVE IN COMPANY PROCEDURES, that in effect directed customer care agents to; "do not discuss the estimated time of resolution of the problem..but express EMPATHY.." and in other cases with new fees being added illegally, these new fees were going up as much as 2 dollars a month in many municipalities...and once again, policy directive says;"express EMPATHY with customer and advise them the fees are explained on the bill" when the bill had a blanket statement about SURCHARGES that did not cover these two new fees added to customer's bills as SURCHARGES. This is FRAUD, pure and simple. Failure to justify these costs is, in fact, fraudulent.
These charges, by the way, are called ADMINISTRATIVE FEE and REGULATORY FEE. aka as: Bend Over I haz something for you FEE!! :)
Lastly, customer care agents were forbidden from transferring a call for SERVICE TERMINATION to the group known as Account Services, and customers, by direction were to be told; "IF YOU WISH TO CANCEL YOU MUST CALL BACK" and of course, once again, the next agent would have no authority to transfer the call to Account Services for account termination by the customer. The worse case scenario here is that this CALL CENTER in BREMERTON was an "ACCESSORY TO CONSPIRACY TO DEFRAUD" and when I reported the company to both the FEDERAL GOVT. in Washington, D.C., as well as the State Attorney General in Washington State and informed my managers I had taken that action, I was then without warning, 'suspended' (TERMINATED) on October 3rd. of this year for the 'whistle-blowing' under the excuse of; "You are being suspended for threatening us with legal action, per our counsel's advise, you are suspended until the investigation is completed..." This is November 5 and not even a letter from them and nothing handed to me in writing for the suspension. In addition I reported them to the State Occupation and Safety people for a severe INDOOR AIR QUALITY PROBLEM that was adversely impacting the health of the call center agents who worked there, including myself. Dept. of Safety and Health promised a full investigation into the matter but it will be white washed, strictly because the Bremerton call center, run by C.C.I. now out of Atlanta, is the ‘last chance’ of employment in an area that has no jobs.
In any case, my personal ‘call center’ experience is that SPRINT is intentionally and CRIMINALLY DEFRAUDING CUSTOMERS by not providing adequate cellular service and refusing to allow them to QUIT THEIR CONTRACTS DUE TO NON PERFORMANCE ON THEIR END OF THE CONTRACT! SPRINT also directs call center employees to DECEIVE AND LIE BY OMISSION, and not tell the truth to customers who in some cases have had more than '6' consecutive months of either BAD or ZERO CELL SERVICE!!!!!!!!!!!! In some cases, customers who had to stand by a window or not move in their homes, while on their SPRINT phones, suddenly were finding after the 4G LTE upgrade, they had to stand OUTSIDE IN THE RAIN to use their SPRINT cellular phones, or drive down the road to a spot they could get a signal. How's that for UPGRADED SERVICE? If a customer tries to cancel due to SPRINT’s inability to provide service, they are hit with a huge ETF fee for no good reason, when the problem is solely SPRINT’s and not the customer’s fault.
Let’s now talk other FRAUD being perpetrated by SPRINT and a co-conspirator, ASURION, who provides all of the cell carriers with a rather shoddy and expensive service of phone replacement in the event of loss or damage. Significantly large numbers of SPRINT customers, based on my experience, were getting replacement phones from ASURION, in some cases, which had the screens falling off them right out of the box, in one case the phone had PORNOGRAPHY on the memory of the device and the prior user's information on it, including his name, and SPRINT once again gave call center personnel direct instructions to DISSUADE CUSTOMERS FROM CANCELLING THIS FRAUDULENT INSURANCE POLICY that was a very very very huge RIP OFF. Let's put it this way, after 8 or 11 dollars a month, then comes the 150 to 200 DEDUCTIBLE and then you get a refurbished phone with broken screens, bad batteries, and PORNO on them. What a bargain! That customer, as you can imagine, was one we handled during training class. Furthermore, SPRINT customers have no idea that at any given moment in time, they are talking to a TRAINEE in what is called the ‘learning lab’ where they are in carels (small booths) with training personnel not directly sitting there monitoring their calls unless the trainee requests help. This results in the obvious: Major screwups by new trainee’s who haven’t yet learned how bad the software can let them fowl up the customer’s accounts they are dealing with. The short of it, you are paying for trained call center help and getting TRAINEE’s in a learning environment in many cases. This is a cheap way to handle call volume at a call center that on any given day the attrition rate is anywhere between 6 and 12 percent of the work force fails to show up for work. FACT.
Needless to say, the tired and oh so worn out song you get when you call SPRINT nd your cell phone isn’t working is; “WE ARE UPGRADING OUR NETWORK!!” Hahahahhahahhahahhahahha!!! If ‘upgrade’ means ‘unplugging’ sectors of towers for weeks at a time without forewarning the customer of TOTAL LOSS OF SERVICE< then I guess that is an UPGRADE, but in many cases, it’s an OUTRAGE!!! Sprint 4G is not going to be the promised solution for the DECOMMISSIONING OF CELLULAR TOWERS ACROSS THE NATION, either. THAT TOO IS FRAUDULENT! SPRINT’s own estimates on when they expect the alleged (ahem!!!) UPGRADES to 4G LTE to complete, is the END OF 2014. Can you pay for full service and get almost nothing, month after month, and still get socked with the ETF if you bail? You betcha you can, if you are a SUCKER FOR PUNISHMENT and TRUST THEM!!!
Another fun thing SPRINT has a propensity to do, is the stacking as many as '3' ACTIVATION FEES on bills and then forcing the customer to call in repetitive times over MONTHS to have those fraudulent charges billed back or credited, was also FRAUD. This too was being done on purpose. THIS IS FRAUD!!!!!!!!
Now, the State A.G. won't likely prosecute, and it's unclear what the wholly illegitimate Federal Government will do, but this is FRAUD!!!!!
THIS IS FRAUD!!!!!!! THIS IS A CRIME!!!!!!! This is pathetic and quite ILLEGAL but nobody will prosecute them. But it gets better (worse actually).
Note: In one case, an elderly woman 89 years of age who had been improperly billed, called in and said; ":SPRINT CAN'T DO THIS TO ME!!! I can't even afford to buy my medicine or food because of this bill you sent me.."
In addition, one of the other SPRINT scams was PREMIUM CONTENT crap they were in cahoots with marketing companies who would send text messages to customers, the customers unwittingly would click on at least two stages of CONSENT and then end up with 9.99 on their bill, or other lesser charges, for crap they did not ask for, solicit, or need. SPRINT policy now is to not reimburse customers who wrongly got these charges foisted on them by SPRINT and no doubt the companies who were feeding kickbacks to SPRINT not to reverse the illegitimate charges for wrongfully marketed PREMIUM CONTENT garbage.
All in all, over those '5' months I thought I had seen it all, but I had not, until the day that my departmental manager told me to my face; "YOU MUST PROTECT THE SPRINT BRAND.." after I informed him that I would not lie to the customers under any circumstances. Apparently to him, and the rest of the vermin in the chain of command at C.C.I. and SPRINT, they had no qualms asking customer care agents to LIE for SPRINT. They have no idea how sad and repugnant that is to some of us. As a call center agent with a conscience, I was expected to handle ALL CALLS in 500 seconds or be punished
By threats of firing or other retaliatory acts on the part of the supervisors there. This is wrong, because all calls cannot be handled in 500 seconds. Some take longer, by necessity. As a call agent, if you transfer a call, you get threatened with termination if you don’t get permission first. That’s not service, that’s bull*hit.
In FIVE MONTHS working there, I literally had direct contact with thousands of customers who had been egregiously SCREWED by FRAUD at SPRINT and who had legitimate complaints for both the F.C.C. to pursue and the F.T.C. in Washington, but with this bogus mis-administration, nothing is likely to happen to anyone's complaints, they all get rolled over to SPRINT to call the customers and politely tell them that their bad service is not SPRINT responsibility because the contract does not stipulate that the service must be sufficient or usable. It's tragic in the year 2013 that there is not one agency in this country who will SUE SPRINT AND TAKE THEM TO TASK FOR MASSIVE CONSUMER FRAUD.
A customer agent who knows what they were doing, and it is FRAUD!!!!!!!!
I think the worse part of having to sit in a chair and be the buffer zone between SPRINT INCOMPETENT CRIMINALS IN OVERLAND PARK, KS, and the irate and justifiably very bent out of shape customers, was that, as in any customer service scenario, you would have to be a heartless thug not to connect and feel a great deal of INTENSE SORROW as I did for that elderly lady in San Antonio who couldn't now afford her medicine or food and was piteously weeping on the phone to me. That hurt, and it was difficult going to sleep that night knowing that others just like her were being screwed out of their fixed incomes and stipends they live off of.
That was the hardest part. Knowing I worked for scum who had the ethos of any garden variety hyena, as they plundered customers to enrich themselves.
But that is America today. It's all about grabbing all the cash as fast as you can, and then thumbing your noses at those you ripped off.
There IS NO WATCHDOG in this government, so people, your only fair shake is to either CLASS ACTION SUE THESE SLIME, or cancel your accounts and get the hell away from them as fast as you can. And don't ever ever look back. Someday they will be gone, but it won't be because any governmental agency took them to task for the FRAUD. And the Indoor Air Quality situation will be allowed to worsen and cause the agents in the building to get sicker and sicker from the mold in the air there...but that's due to INACTION on the part of the State of Washington.
Run fast, and run far from these sleaze. I have no idea if AT&T or VERIZON are this bad, but clearly, SPRINT clearly is defrauding everyone, everyday, 24/7, and charging top dollar for substandard cellular services which in some cases are either nonexistent or just flat bad. Talking to someone on SPRINT is like talking to someone in a small metal submarine inside a flushing toilet. It’s just not fair for any so afflicted customer to pay the outrageous ETF’s and put up with intentional FRAUD when they do contact SPRINT thru the C.C.I. call centers. It’s just not right.
on a closing note about SPRINT, it's not bad enough that the call center in Bremerton is manned up by mostly good hearted agents who try to do their best. Or that their trainers who tried to do the right thing, were good people, and in the same boat the rest of us were: working for the EMPLOYER OF LAST RESORT IN THE AREA.
but let's put it this way, for a corporation like SPRINT to use a punk company like C.C.I. as a 'buffer' between them and the COURTS, that smacks as rank cowardice. Furthermore, when you penalize each and every call agent if a customer calls back in within 72 hours, using a term called 'NCP' or next call prevention, when much of the reasons the calls are coming in are NOT CONTROLLED BY THE AGENTS IN ANY WAY...then this is pretty pathetic and sad. Paying them 10.50 cents an hour to breathe in cootie infested air, be threatened with FIRING every time they go to a group meeting, and have incompetent management inform them that their "JOB IS TO PROTECT THE SPRINT BRAND AND LIE FOR SPRINT" is a bit much. I know that if any of the call center personnel ever read this, tell them to pass to Mat and Chris and the entire TRAINING gang that 'they' are in fact the SOLE reason it was worth staying there for the 5 months I endured till they terminated me for blowing the whistle on the FRAUD and the BAD AIR SITUATION there.
and to the other call agents; "most of you who I worked with, if you tolerate the incessant LIES of management, you deserve the cornholing and the b.s. you get every single day you are there. Human dignity can only be stripped so far before you have to ask yourself if it's worth it to cover up for RANK CRIMINALS WHO ARE DOING HARM TO THEIR CUSTOMERS EVERY DAY THEY PULL THE COLLECTIVE WOOL OVER THE CUSTOMERS EYES..
november 13, 2013 update: C.C.I informed me that they were pleased to notify me of my upcoming ELIGIBILITY TO GET MEDICAL BENNIES!!
I wrote the delusional whistle-head a polite; "Uh, I don't think so..I got suspended for REPORTINIG YOU TO THE FEDERAL and STATE GOVERNMENTS FOR CONSPIRACY TO DEFRAUD.."
THAT no doubt went over like a turd in a fishbowl once she forwarded it to their legal group grope.
Interestingly, the Feds informed me that the matter is now in the hands of the F.C.C. Now that is REASSURING (NOT!!) They might as well have told me that the Pope was going to assign a 'Holy See to investigate SPRINT' now.
As you can imagine, in AmerdeKuh things are no longer too very real any longer. Corporations CAN GET AWAY WITH IT, and there is NO OVERSIGHT OF ANY KIND. IF any of you read down this far thru this whole thing, be advised that IF you report these slime, you're almost wasting your time doing it. Best to just bite the ETF bullet and have a drink, because any effort you expend reporting these a$$holes to any agency is time and money down a rabbit hole.
And I do think that Dan Hesse knows that. and so does co-conspirator C.C.I.'s female CEO. They know.