I treat everyone who comes in my store like they were my family or friends. To say that everyone who works for sprint doesn't care is just crazy. A blanket statement that is false.
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My Sprint EVO 4G LTE Chronicles -- open letter to local Sprint store
- Thread starter fattank
- Start date
I treat everyone who comes in my store like they were my family or friends. To say that everyone who works for sprint doesn't care is just crazy. A blanket statement that is false.
agreed...
and the survey is completely randomized, exists, is controlled by a 3rd party, and at least for in store reps, effects pay.
There is not really a way to circumvent or rig the current survey system.
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Some months I wish there was. Lol. This month most surveys have gone to others customers in my store. I have some of my customers asking if there is a number they can call to take it and give me a good survey score. But there isn't. So instead I am stuck with only 3 surveys so far this month.
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I know what you mean. We are a large store that typically gets 30 or more a month.
we have a great group. Sadly things are out of our control at times =neg survey on great cust service
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Well my mother was with Sprint for 12 years and never got any survey. I was with Sprint since they merged with Nextel never got it either. My brother in law been with Sprint for years too never got it. No one i've spoken to who uses Sprint even to this day has ever heard of it. Maybe they just exclude anyone who ever called to complain about anything just to be safe or they exclude everyone in the South.
I don't think everyone in the company is a bad person or a jerk but everyone in the retention department is near worthless for sure. Only two people in CS were nice to me and that was AFTER trying to file complaints with corporate in regards to customer abuse. If you doubt me pretend you are a customer about to jump ship and call retentions to see how they treat you. There was a time before Sprint got so deep in it's own mess that it cared so much more and went the extra mile to make customers happy. Now they don't even want to hear about towers with weak signals and ship out a free $2 Airave (which they sell to suckers who will pay) or blame signal loss on the phone needing a reset in hopes you wont leave.
But it pretty much proves my point when the only people who constantly rave about Sprint and talk about the changes anymore are employees and insiders.
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You are so biased it wouldn't matter if I was just a customer and not an employee and said the same things you still wouldn't listen. You'd probably just say I didn't know what I'm talking about.
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well my experience with this phone has been a nightmare i have been to 5 sprint stores around my area including best buy, and i have checked 24 htc evos lte and all of them had a least one dead pixel on then, im really frustrated with htc for this, i really like the phone but im starting to think that all of you phones have a dead/stuck pixel as well but you havent check it throughly. i really want a evo lte but i not longer wish to fight with the sprint reps for going over and over and keep returning phones for this. i am not crazy maybe im just having bad luck, but its embarrasing going back to the store and all the reps looking at me like (i dont want to sell you anything), oh i really hate my luck. but i hate htc the most for using cheap screens on this phone.
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What are you using as a test method
I am more than willing to check mine and a few others out
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I've only had one to look at, but have not noticed a dead pixel in the almost 2 months I've had it.
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I have been using dead pixel detect mostly at full brightness in a dark room. but there are a few other that are good, and also for a quick check at the store i direct the browser to google.com classic site and zoom in so the background will show only white, so most dead pixels are going to be easy to notice.
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Most of my family left Sprint in the past few months as the airave became a requirement to make calls at home.. are they all biased too or just me for dealing with the most crappy CS on planet earth?
Bottom line i'm not a rep of any carrier or service provider who needs to lick corporate butt (how is that not biased?) for job security. Not to mention i'm paying less per month for a better phone then anything Sprint offers (maybe? that would be my OPINION). Today i've got working coverage/service as expected, LTE in limited areas around me but still over 6Mbps on 3G. In the end it's pretty clear in my mind that i made the right choice for my situation biased or not.
I don't like the hassle of change and had no complaints when my service with Sprint worked. But starting late last year the coverage kept becoming less and less. I left T-Mobile for Nextel when the coverage in Miami (one of the most populated cities in the US) went south. Even in those days Sprint had a bad rep when it came to Customer Service but the coverage was solid and i stayed loyal for 6 years (never took an upgrade subsidy either) after the merger.
So you can make me out to be the biased guy here if you wish. However keep in mind that when to many customers become biased like me you will be the one searching for a new employer. Maybe instead of trying to belittle me and possibly others on here you should be taking notes and sharing them with Dan. I gave Sprint a chance to remove some bad apples though it seems the loyalty within Sprint is totally misguided and it's very sad when customers rather then bad employees who are viewed as the enemy.
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Well I have a few jobs so I won't be looking for a new job any time soon. Especially with how many new acts I get every day. Also, I am the unbiased one. I have a phone on each of the four major carriers. I actually sold all 4 at the job before this one. I also don't need to kiss any ass to keep my job. My job is just that. It isn't who I am more is it my life line. It is what I do to pay my bills and feed my kids. There are different carriers so that you have a choice on who works best for you. Where I live and for what I do sprint works best for me. Where I used to live Verizon did. Use what works best for you and be done with it. It's really that simple. I've walked people because I knew that a carrier wouldn't work for them. I don't understand people who put all this time and effort into anger and hate. But hey, whatever floats your boat.
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@Speed Daemon: I can't say I'm a huge fan of your apparent blame-the-victim mentality, but it is my duty to defend myself against some of your personal accusations.
Let's go over it again. My phone was seized (with my memory card) under false pretenses, was withheld from me, my data destroyed, while I was told to leave without the activated phone. I was NOT ALLOWED in the back room where they were tinkering with it. They were NOT just inspecting it as they claimed -- they were destroying my data and trying to keep the phone. And they would have unless I worked up the courage to demand it back. I will not be labeled responsible for this, because I am certain I am not to blame in this regard. There's nothing I could have done differently (had I pocketed the card, I would have been unable to easily and decisively display the defects in an obvious way, for instance). Thanks for understanding.
I know what franchises are, sir. And I consider myself educated enough to know that the chain of accountability allows for repercussions and resolutions passed down from corporate (like your McDonald's case). This was an open letter to an individual sprint store as I explicitly noted in the title, and a publication of my experiences and attempts to deal with a situation I considered unfair (bringing it to cooperate attention is one such way). It's like me saying "You are proof that somewhere our education system has failed us because in my classroom I was taught to read the title, among other aspects of reading comprehension." Or "looks like the wonderful classroom of your youth has failed to impart a semblance of common sense to its student body." They're misguided and fallacious statements that don't need to be said. I don't know about your classroom, but I was raised with teachings like "you don't have to live with injustice" and "if you're mistreated, tell someone." You know, Barney kind of things. Call me idealistic, but so it stands, and I don't deserve to be insulted about it. It is my opinion that nobody deserves to be insulted for their opinions or ideals -- but that they reserve the right to follow up regarding undue insult.
Who indeed! Beep beep, whirrr. (Seriously?)
What's the point of this anecdote? I never threatened to leave Sprint. I don't plan to. On the contrary, I care enough to stay and try to rectify this issue. I've also never been so slighted and antagonized by any sort of business in my whole life. Ever, period. So what exactly is the point you're trying to make? Oh wait, it's coming:
Good. This is similar to the outcome I'd be happy with in my case. Your inclusion of this story implies that it is intended as some sort of lesson (perhaps in a similar vein to the "classroom lessons" of yours you're so condescendingly proud of having taken) with which to chastise me for doing differently. Not so. Not so at all.
Personal insults to maturity aside ("Jee, I thought you'd be grown up enough to refrain from rashly insulting people you apparently don't even understand -- or, coincidentally, realize that even pre-teens are getting cell phones these days"), let me clarify. The SD card was removed by myself and set aside close to me on the rep's table so that I could test the phone with it (I had some test cases on there -- black pictures, white screens, color tests), which I then did as planned to show the multiple problems. Never would I have imagined a manager coming out to bully me away from the desk while he or his worker snatched my phone (SD card inside) with the excuse that it would be "shown to the techs" behind my back. No, I usually have these things under guard. The situation was unprecedented in many respects.
It was clear whose property it was, but thanks for allowing me the benefit of the doubt. Or, you know, common sense. The rep was assigned to me, my card was personally removed and was then placed into my new, activated phone after the completed return of the old phone (yes, of course I told them the card was mine -- above and beyond the obvious knowledge that none of these phones came with memory cards).... All this, only to then be bullied by a manager who snatched away my phone (with my card) for "inspection" in the back and wouldn't return it (and the card inside it) unless I sternly requested it. There is no way the "bulk of the responsibility" is on my shoulders. This was hardly a misunderstanding -- it was extremely antagonistic behavior on their part.
Let's go over it again. My phone was seized (with my memory card) under false pretenses, was withheld from me, my data destroyed, while I was told to leave without the activated phone. I was NOT ALLOWED in the back room where they were tinkering with it. They were NOT just inspecting it as they claimed -- they were destroying my data and trying to keep the phone. And they would have unless I worked up the courage to demand it back. I will not be labeled responsible for this, because I am certain I am not to blame in this regard. There's nothing I could have done differently (had I pocketed the card, I would have been unable to easily and decisively display the defects in an obvious way, for instance). Thanks for understanding.
That's nice. In your experience, no store was bad, but a particular store in a completely different state that you happened to visit was better than others. I love your concluding line "So I pick and choose. No problem." It's rife with ludicrous implications that do not apply to me. Especially considering, you know, I did go to a different store and got a good phone on the first try, like I posted in my follow-up reply.
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Lets keep it civil folks. I will have no problem closing this thread down and issuing infractions.
TS
TS
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Update: this new LTE has 2 dead pixels. I don't know if they're new or if I just didn't see them before. They show up on a white background as black dots (previously I only checked for dots on a black background so I could combine it with dark-phase light leak tests). One is really quite obvious (it's on the left side of the HTC clock widget, so there's always a white background there on the home screen).
I'm going through HTC this time. ;-)
Not happy, Jan! (TM)
I'm going through HTC this time. ;-)
Not happy, Jan! (TM)
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Wow, fattank, it sure sounds like you're having more than your share of bad luck. Or maybe you just are more discriminating than the average customer and these HTC devices are built with poor QC?
I have two thoughts: I seem to recall more problems with HTC devices than others in the past. Right or wrong: I tend to avoid HTC for that reason. Secondly: I recently had cause to visit a Sprint store. After unsatisfactory results from not less then three franchise stores in a row, I decided "the heck with this," and went out of my way to a Corporate store, where they had what I wanted and treated me well, as they always do. I won't ever bother with a non-Corp store ever again.
Jim
I have two thoughts: I seem to recall more problems with HTC devices than others in the past. Right or wrong: I tend to avoid HTC for that reason. Secondly: I recently had cause to visit a Sprint store. After unsatisfactory results from not less then three franchise stores in a row, I decided "the heck with this," and went out of my way to a Corporate store, where they had what I wanted and treated me well, as they always do. I won't ever bother with a non-Corp store ever again.
Jim
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I actually ended up swspping mine out, got one with 5 dead pixels. Swapped thst one out for one thst had 1 barely noticeable dead pixel. I chose to just live with it. Thhat device however died.
I no longer have and evo
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I NEVER go to a sprint store anymore. I've found buying online to be much more efficient and I don't have issues with upgrades most times.....what i usually do is buy the device and CALL in and have them do it...any problems i have then are minor and you don't have to worry about the sales folks screwing things up while forcing unwanted accessories on you.
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I have to disagree, he should ABSOLUTELY blame Sprint. It is THEIR responsibility to insure that their Managers are properly trained, audited and held accountable for their shortcomings, not to mention rewarding them for their successes.
I posted a multi-thousand word narrative on this site about my incredible adventure with Sprint, my complaints to Sprint fell on deaf ears, UNTIL I filed a BBB complaint, say what you will about Sprints contempt and disinterest in the BBB, once they were formally notified of the complaint their tune changed, and miraculously they were able to do things for me that before the BBB complaint were said to be "impossible".
Part of their problem is their hiring practices. I do not claim to have any knowledge of their training regimen or expectations of their CSR's, but I can say it is either non-existent, or it is severely lacking in both quality and accountability. More than once I spoke to CSR's whos thick "ghetto" accent prevented me from communicating with them, it was just not possible to carry on an intelligent conversation with them. It was so bad that I would gather my CS team leads in my office before I called in so they could take notes on what the Sprint CSR's were doing wrong, this went on so long that we would put calls on speaker, and transcribe the conversations. We held a Kaizen event and used the Sprint transcriptions for training exercises. This event was so successful my group won a cash award for their efforts. The training is now used at all of our factories around the world and is officially know as "The Sprint Paradigm, and how to avoid it".
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I had a similar experience when dealing with Sprints wholly owned subsidiary Virgin Mobile, I had my Triumph replaced 6 times in a 2 month period because of camera issues and was finally informed by senior tech support that there was no solution to the problem that it was a manufacturing defect and I would have to live with it. I was forced to sell the phone at a loss and subsequently filed a BBB complaint, within the week I was contacted by Sprints Executive Escalations department head and asked me what I wanted to make me" whole". I ended up with the difference in funds that I lost, a 50% price reduction on a new phone, 3 months service credited to my account and the direct number for Sprints US based tier 3 technical support team for any future issues that I might have.
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