Sprints customer service system is set up so that its telephone representatives can be as rude, unhelpful, and as insulting as they like without fear of punishment. The system also makes it impossible to follow up on situations/problems that require a significant amount of time to fix, thus making it impossible for customers to get any sort of help.
For example: when you call the customer service number, representatives who cannot help you or answer your questions typically will purposely hang up on customers, knowing that the customers have no way of knowing which rep it was that was helping them, and therefore have no way of contacting a supervisor or getting that rep punished. Reps will not give out their last name, employee number, call center id, anything that would allow a customer to either lodge a formal complaint or get some justice for how they were treated. Sometimes reps will give out phony supervisor names and numbers to customers, so that when the customer calls thinking that they will be able to talk to some sort of manager about their issue, they reach a wrong number.
Basically sprint has it set up so that they can make billing errors in their favor, and even the most determined customers have only a minute chance of getting anything done about it.
0 comments