sprint pcs Informative - add-ons - cust serv
They are pressured into selling additional services and renewing contracts through job security. Since their job is on the line, many resort to dishonest means of acquiring sells. Like not telling the customers of charges following the 2mos. free, or the fact that a contract will be renewed when changing a plan, or service area. It doesnt matter what the customers problem is, the most important thing is selling more services and getting more locked into contracts.
They don't understand how to interpret charges on the system because some charges are truly undentifiable, even to them.
It's true that those who pay on time and don't go over their minutes are less likely to fall prey. But they're not told about a spending limit when they sign up. So most are surprised when their phone is cut off.
Their are different customer service centers that handle different groups of customers based on credit. So if you have good credit and a high income, it' most likely you haven't experiened the problems that a lot of others have.
It's unfortunate. But a lot of companies are like this now. And it just gets worse because they have to resort to these tactics in order to compete with each other. For Sprint, it's probably just a matter of survival.