Sprint PCS Complaint - Business Sense? - Poor Customer Retention
STATEN ISLAND, NEW YORK -- Wow, after being with Sprint for TEN (10) years, I think I reached my end. I was going to upgrade my phone to the new Instinct, and upgrade my plan to the 99.00 everything. My current contract expires totally 03/09. Currently I have a 2nd phone on this family share plan, free, not the 9.99.
I called Sprint Customer retention to inquire as to what would be available for me, and "why I should stay a customer"... The first guy I spoke to was one of the most rudest Customer representative (a supervisor to boot), who essentially told me.." We don't need you, we will offer you nothing, and you will have to pay the disconnect fee on that other line.. I spoke with his supervisor, better customer service, lodged a complaint, and he told me that any decision would have to be made higher than him.
They called me back today (while the supervisor was friendly), and said under no circumstances could/would they waive the 200.00 cancellation fee on the second line. I explained that this is a NO COST line, I pay nothing for it, and I am looking to UPGRADE my PHONE and PLAN!! He understood, but said they can do nothing..
10 years, and treated like this.. I told him they left me with 4 month to rethink my relationship with them, and I didn't see the desire to return..as of now..
Amazing, I was going to upgrade, re-contract for 2 years (4 month early), and pay for a better plan... Now they are in danger of losing a customer... And they just don't seem to care...
Funny thing is, even though I have had them for 10 years (satisfied to a point) I cannot use my phone in my home..Signals dropped immediately. The first idiot wanted to give me (waive the 99.00) a signal antenna to boost my home signal... BUT, it would cost 5.00 per month to use it..***.. I laughed at him, and asked simply WHY would I do that? He had no answer..
Just wanted to give a heads up on the treatment of a 10 year loyal customer, whose bills are prepaid, never upgraded hardware, and never lodged any complaints..
2 years ago, when I was gonna quit, they practically begged me to stay, offered month incentives, etc... Maybe I'll see what happens come March... But I have a bad taste in my mouth!!