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I had an entertaining time with Sprint's Chat Support

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Caloy

Android Expert
Jan 16, 2010
1,870
200
Richmond, TX
Since there's a lot of people that are still confused about the $10 add on and other features of the Evo. I tried to grill a customer chat support and see if they know the product well enough to inform people about the product. I was giggling knowing that I already know the answers to my questions and just want to know if they did. I really felt bad for doing this to someone who is there just to help, but I feel that they need to know the product or they will cause even more confusion. It was fun too... LOL

Online Chat Session ID: 349430 said:
05/15/2010 10:03:46AM System: "Please wait and the next available specialist will be with you shortly."
05/15/2010 10:03:49AM Session Started with Agent (Katrina V)
05/15/2010 10:03:49AM System: "Thank you for contacting Sprint. My name is Katrina V."
05/15/2010 10:03:49AM Caloy "Clarification of $10 fee for the Evo."
05/15/2010 10:04:07AM Agent (Katrina V): "I will be happy to assist you with this."
05/15/2010 10:04:32AM Caloy "hi, just like to know if I need to pay the $10 premium fee for the Evo?"
05/15/2010 10:04:53AM Caloy "or can i just pay the regular 69.99 for it?"
05/15/2010 10:05:07AM Caloy "without the $10 fee"
05/15/2010 10:05:18AM Agent (Katrina V): "$10 per month premium data add-on needed to enable all the features of HTC EVO 4G."
05/15/2010 10:05:39AM Caloy "what do you mean premium?"
05/15/2010 10:06:38AM Agent (Katrina V): "It is called premium because it is specific for the HTC Evo 4G to use all its features."
05/15/2010 10:07:05AM Caloy "what are all it's features that is specific to the Evo?"
05/15/2010 10:07:51AM Agent (Katrina V): "Please allow me a few moments to search this for you."
05/15/2010 10:08:05AM Caloy "no problem"
05/15/2010 10:10:01AM Agent (Katrina V): "I appreciate your patience. I am still researching that information for you."
05/15/2010 10:10:08AM Caloy "sure"
05/15/2010 10:10:17AM Caloy "I'll wait. :)"
05/15/2010 10:11:26AM Agent (Katrina V): "Thank you for being online."
05/15/2010 10:11:35AM Agent (Katrina V): "The $10 Premium Data fee is for the rich data experience that EVO provides. Dan Hesse put it best when he described the EVO experience like going from regular TV to a High Definition TV."
05/15/2010 10:11:35AM Caloy "you're welcome"
05/15/2010 10:12:19AM Caloy "Hmmmmm, so I'll get HDTV with the evo?"
05/15/2010 10:12:26AM Agent (Katrina V): "EVO???s features are custom made for data-loving customers. With a 4.3 inch display, watching a YouTube video, or your favorite show on Hulu has never been better. Just pop out the handy kickstand and watch videos on-the-go."
05/15/2010 10:12:37AM Agent (Katrina V): "Yes."
05/15/2010 10:13:04AM Caloy "so Sprint TV will be HD on my evo?"
05/15/2010 10:13:28AM Agent (Katrina V): "Yes."
05/15/2010 10:14:26AM Caloy "what if I don't really watch videos and just like basic connective services for the weather, browsing the web, and I don't need HD quality video, can I forego the $10 fee?"
05/15/2010 10:15:48AM Agent (Katrina V): "These data-rich features are available to EVO customers regardless if they are in a 3G or 4G network. Plus faster data speeds if you live in or travel to one of the available 4G markets. Sprint 4G is expected to be available to up to 120 million people" across the US by the end of 2010.
05/15/2010 10:16:31AM Agent (Katrina V): "I am sorry,I was continuing giving you the information."
05/15/2010 10:16:43AM Caloy "copy and paste?"
05/15/2010 10:16:46AM Caloy "LOL"
05/15/2010 10:17:24AM Agent (Katrina V): "I apologize,I just wanted to provide you the detailed information."
05/15/2010 10:17:40AM Caloy "So what if I don't really need the HD quality videos?"
05/15/2010 10:17:50AM Caloy "I just want the evo"
05/15/2010 10:18:09AM Caloy "can I skip the $10 fee?"
05/15/2010 10:18:53AM Agent (Katrina V): "The basic services of weather, browsing the web would be better if you add the $10 pack with the Evo."
05/15/2010 10:19:29AM Caloy "I thought you told me that the $10 is for the HD video content?"
05/15/2010 10:19:49AM Caloy "so what if I just need basic connective services, can I just skip the $10 fee?"
05/15/2010 10:20:11AM Caloy "basic browsing which is available on the 69.99 package of everythign data"
05/15/2010 10:20:32AM Agent (Katrina V): "yes, you can skip the $10.00 fee."
05/15/2010 10:21:17AM Agent (Katrina V): "But I will suggest you to add it because it will make the browsing faster."
05/15/2010 10:22:29AM Caloy "Browsing with 3G on a mobile device is fast enough for me. Unless you're downloading HD media, which I won't be sticking with 3g"
05/15/2010 10:22:54AM Caloy "believe me, you won't cover that much bandwidth in a mobile device"
05/15/2010 10:24:29AM Caloy "anyway, thanks for your help. I would skip the $10 like you told me it's possible. Session ID = 349430. YOu have a good day."
05/15/2010 10:25:21AM Agent (Katrina V): "I am sorry for the information but it is compulsory with HTC Evo."
05/15/2010 10:25:51AM Caloy "I thought you told me you can skip the $10.00?"
05/15/2010 10:26:12AM Caloy "You're getting me more confused. LOL"
05/15/2010 10:26:14AM Agent (Katrina V): "You need to add the $10.00 pack with the HTc Evo."
05/15/2010 10:27:02AM Caloy "but I don't need HD content?"
05/15/2010 10:27:12AM Caloy "why would I pay for somethign I don't need or avail of?"
05/15/2010 10:27:53AM Agent (Katrina V): "I understand but this pack is compulsary with the HTC Evo."
05/15/2010 10:28:08AM Caloy "I thought you told me that I can skip it?"
05/15/2010 10:29:17AM Agent (Katrina V): "I am sorry for any confusion but you cannot skip the $10.00 pack."
05/15/2010 10:29:45AM [copy and pasted this:]Caloy "05/15/2010 10:20:11AM Caloy "basic browsing which is available on the 69.99 package of everythign data"
05/15/2010 10:20:32AM Agent (Katrina V): "yes, you can skip the $10.00 fee."

05/15/2010 10:29:55AM Caloy "so this is a mistake?"
05/15/2010 10:30:50AM Agent (Katrina V): "I am really sorry for the miscommunication."
05/15/2010 10:31:12AM Agent (Katrina V): "There is need for the $10.00 pack to use the HTC EVO phone."
05/15/2010 10:31:35AM Caloy "miscommunication? so when you said you can skip the $10 fee it was a mistake on your part?"
05/15/2010 10:32:27AM Agent (Katrina V): "I sent the information incorrectly. I have just checked the updated information. I apologize for the inconvenience."
05/15/2010 10:32:47AM Agent (Katrina V): "Please avoid that and be sure there is need for the $10.00 pack for the phone."
05/15/2010 10:33:11AM Caloy "avoid what?"
05/15/2010 10:33:55AM Agent (Katrina V): "Avoid the information that you can skip the $10.00 pack."
05/15/2010 10:34:48AM Caloy "Anyway, I already knew this before hand, but looks like the contact centers still need training on the new product. :) A lot of people in forums are confused, and the contact centers need to know this product for these people to be set straight."
05/15/2010 10:35:30AM Caloy "Please tell your supervisor to huddle your team and know this product so that a lot of people will be set straight."
05/15/2010 10:35:47AM Caloy "anyway thank you for your time and have a good day. Cheers!"05/15/2010 10:35:54AM Agent (Katrina V): "I will take this seriously, and I will work on it."
05/15/2010 10:36:05AM Agent (Katrina V): "thank you for your feedback."
05/15/2010 10:36:08AM Caloy "aight cheers!"
05/15/2010 10:36:14AM Session Ended
 
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So you call just to taunt them? I am sorry but that is really mean. You keep twisting her around so you can make fun of her. That is really cruel and mean. Do you do that to a normal person? Keep asking them the same question over and over until you get them to slip up, the jump all over them?

That is just sad. I feel really sorry for you. Just pushing people buttons until you can twist around what they say and then make fun of them.

You wonder why customer service is horrible. With behavior like that I would quit the job quickly and the people that would be left are the horrible people. The next caller will have to deal with your behavior.

It is just sad what people find this funny.
 
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So you call just to taunt them? I am sorry but that is really mean. You keep twisting her around so you can make fun of her. That is really cruel and mean. Do you do that to a normal person? Keep asking them the same question over and over until you get them to slip up, the jump all over them?

That is just sad. I feel really sorry for you. Just pushing people buttons until you can twist around what they say and then make fun of them.

You wonder why customer service is horrible. With behavior like that I would quit the job quickly and the people that would be left are the horrible people. The next caller will have to deal with your behavior.

It is just sad what people find this funny.

Yes I called to find out if they know what they are talking about. If they didn't know what they are talking about it would be a great disservice to Sprint's Customers. I have to admit I had fun in the process. But that doesn't negate the fact that they should know this product simply because along with sales, they are the front line for Sprint.

I'm sorry you were offended by me pushing someone else's buttons, but if they come prepared, their buttons wouldn't be pushed.
 
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i thought we've been in agreement, for a very long time, that you can't trust what these associates say and they are historically not kept up to date with information, especially of things yet to be released.

and, i agree; you kinda come off like a jerk in that transcript.

I have to admit I'm kind of a jerk for doing that. But that would drive home a point. I would do it again if it meant better customer service.
 
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Many of us have studied the evo for MONTHS so naturally we will be far more informed than someone who most likely couldn't care les about the new devices. Their job also is not to cater to the 2% of the population that have intimate knowledge of a device. I also don't find it very funny to intentionally try and trip them up.

They most likely don't even have training yet and are only reading a fact tag in the system for the few people that call.

I can think of a ton of reasons to be critical of sprints customer service. Intentionally trying to trip up a cs rep on the evo isn't one of them.
 
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Many of us have studied the evo for MONTHS so naturally we will be far more informed than someone who most likely couldn't care les about the new devices. Their job also is not to cater to the 2% of the population that have intimate knowledge of a device. I also don't find it very funny to intentionally try and trip them up.

They most likely don't even have training yet and are only reading a fact tag in the system for the few people that call.

Difference in opinion. I think they need to know their product inside out. I do think I acted like a jerk, at least we agree on that. Cheers! :rolleyes:
 
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Was this needed at all?

I don't think it was needed. But they should be trained before a product or service comes out.

I felt bad for the girl. She was obviously trying her best to answer your questions and clarify the situation.

Bravo for her remaining friendly and professional. She deserves to be praised not reprimanded.

She did a very good job at it. It wasn't her fault she wasn't trained for it.
 
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You are the reason other countries hate us.
My mom worked in call service so her daughter would not have to. It is just really sad to see someone aggressively push for the wrong answer, then glorify themselves when they get it.

IT might be her first day, she could have a really bad day, or she could have no idea why this person keeps drilling her for something she already answered. It is just sad.
 
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At this point, I don't think even Sprint knows what the 10$ premium data fee is.

They need to clearly define this because it's frustrating that customers are paying more for something that right now seems so arbitrary. If you wanted to get into specifics, the EVO cannot even play HD content, unless somehow they mean through the HDMI port, but that's clearly not what anyone is saying.

I wouldn't mind if they said something like "The $10 fee ensures your area will acquire 4G sometime in the future and will grant you access to exclusive Sprint T.V. channels"

But instead it's more like "Umm, well, you can play HD content on the evo and we feel we should charge you extra regardless of what area you live in, just because we think the EVO is a pretty great phone, but we wanted to offer the EVO at a cheap price initially, so you'll have to pay this EVO rental fee for so long as you own the phone."
 
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Yeah but the phone is not even out yet? The phone was just announced, I could see giving her a hard time once they start pushing hard on advertisements and stuff but wow.

Yeah but the announcements the unveiling? There's a lot of questions to be answered. You can still some remnants of it in the forum. Anyway you hack it, if you publicly unveil a product you should be prepared for questions.

Like the sales rep that pre-sold me the evo. She never even knew about the $10/month premium. I informed her that it was mandatory because she just offered me the $69.99 a month plan to go with the evo. Imagine the surprise of people who didn't know about it availed of the pre-sold slot?

Anyway, I don't have to jusfity what I did is wrong or right. I might get the boo's for it, but I don't regret doing it.
 
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