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Cellular Phone Forum / Providers / Sprint PCS / June 2007Customer Service - Strategy advice
This should be an easy question, but because it's Sprint, I have to ask advice here. I want to add a phone to my plan. My sister is on Verizon and I want to get her on my plan. I have a phone for her already. I want to port her number over as well, if possible. All of this, as I say, should be extremely simple. $9.99 extra on my bill, if I recall, and my sister uses the phone so little it'll be no burden whatsoever. My fear is that CS will totally screw up everything - change my billing, etc. I've been with Sprint for eight years and always had good service. But when I've had to deal with CS, in almost every case something got screwed up. It's really strange. It's like a car that runs beautifully unless you stop moving. So if I just call regular CS I'm going to be transferred into the danger zone. Any advice on how to make sure I get someone with reasonable competence. If I call the technical department I'll get someone who knows what they're doing, but I don't think they can make this change. Thanks in advance for any advice. DGI > This should be an easy question, but because it's Sprint, I > have to ask advice here. [quoted text clipped - 25 lines] > > DGI Try Virgin Mobile, instead. Its sprint, but with semi competent cs critters. $20 goes for 3 months with unused money rolling over >Try Virgin Mobile, instead. Its sprint, but with semi competent cs >critters. $20 goes for 3 months with unused money rolling over Thanks for the advice, but over three contract renewals I've worked out a pretty good deal w/SPCS. It's not like I'm romantically attached to Sprint, but I can't switch providers and get as good a deal as I have now. That's kind of sad, but what can you do? DGI At 06 Jun 2007 00:19:43 -0400 David G.Imber wrote: > >Try Virgin Mobile, instead. Its sprint, but with semi competent cs > >critters. $20 goes for 3 months with unused money rolling over [quoted text clipped - 3 lines] > attached to Sprint, but I can't switch providers and get as good a > deal as I have now. That's kind of sad, but what can you do? I think JG's point was to put your sister, not you, on Virgin- you're looking at adding her, and her minimal usage, to your plan for $10/month extra. Virgin is roughly $8/month (minimum) with no potentially damaging screw-ups to your grandfathered plan. >At 06 Jun 2007 00:19:43 -0400 David G.Imber wrote: > [quoted text clipped - 10 lines] >extra. Virgin is roughly $8/month (minimum) with no potentially damaging >screw-ups to your grandfathered plan. I see. Thanks! DGI > Try Virgin Mobile, instead. Its sprint, but with semi competent cs > critters. $20 goes for 3 months with unused money rolling over Which means nothing if he's on a Sprint postpaid plan. VM doesn't do postpaid. Prepaid will be more expensive if he uses any significant amount of airtime, and Virgin Mobile won't allow him to use his Sprint-branded phones. -> My fear is that CS will totally screw up everything - change > my billing, etc.... But when I've had to deal with CS, in almost every > case > something got screwed up. It's really strange. I know the feeling. Sad that the management at Sprint can't seem to get CS to do the simplest things without causing problems(for us). Then it takes many calls, usually talking to several CS agents, to get the situation under control. If they had a one-call CS system, they could fire half the CS crew and use the savings to pay competent people to run the operation, rather than having to do everything over and over again. I know there are many competent CS workers, but the overall operation is shoddy, at least in my experience. There is a reason that sprint has low CS ratings. Maybe your transition to add an extra phone on your account could be handled by email. The advantage being that you get to spell out the terms of the transition in writing, and hopefully have them handled by senior staff, again...in writing...so that if there is a snafu you have something to point to for remedial action. >Maybe your transition to add an extra phone on your account could be handled >by email. The advantage being that you get to spell out the terms of the >transition in writing, and hopefully have them handled by senior staff, >again...in writing...so that if there is a snafu you have something to point >to for remedial action. I think this is an excellent idea, and I think I'll give it a try. I do PRL updates via e-mail and it's incredibly efficient. I used to go through the same routine constantly, with them either telling me that I had the latest PRL (which I knew to be untrue) or not knowing what I was talking about altogether. Then someone here suggested sending a note through the web site asking for the phones to be flagged. Works like a charm. Thank you for the advice. I'm glad I asked. DGI You did not mention whether currently you have a shared plan or a individual plan. There is a difference in base price with these. Typically, you would have to switch your individual plan to a Shared pln in order to add a line to it, and the shared plans do cost more, but the one's being offered now offer the 2nd line at no extra charge, and then 3rd, 4th and 5th lines would be 9.99 extra per line to add. might check out their website to look at the different plans and pricing on indivual vs shared. > This should be an easy question, but because it's Sprint, I > have to ask advice here. [quoted text clipped - 25 lines] > > DGI >but the one's being offered now offer the 2nd line at no extra charge, >and then 3rd, 4th and 5th lines would be 9.99 extra per line to add. I presently have a shared plan (with my wife) and the second line has no charge. Therefore I was going on the assumption the third line will be $9.99. The numbers definitely work for me, as the system does. That's why I wasn't really looking at alternative companies/plans. My only concern is that CS would screw around with everything and it would take months of calling to set things right. I've had that experience with SPCS and am gun shy. DGI > >but the one's being offered now offer the 2nd line at no extra charge, > >and then 3rd, 4th and 5th lines would be 9.99 extra per line to add. [quoted text clipped - 10 lines] > > DGI You may have some luck with 3 phones, but here I have 5 phones and the first one it took me almost 2 years to get rid of the $15 extra for the Vision (just like AOL they gave 1st month FREE then don't remove) that I asked them to disable on the first day I signed up. And they finally got the Vision removed after 6 tries, and they didn't credit back their error. Then they started charging $5 insurance for one phone, and it took me 3 tries to have it removed. Then the $100 mail-in-rebate they said they didn't have any record, when they knew I upgraded my phone, renewed 2 years, $36 for new phone activated etc.. I had the local manager called to confirm but still SORRY NO, until I faxed them the receive. Then they sent $50 instead of $100 and I had to call 2 times to get another $50. Sprint billing system and customer service etc. are rip-off, criminal. Other than that I am happy with their plan > You may have some luck with 3 phones, but... >first one it took me almost 2 years ... [quoted text clipped - 4 lines] > >$36 for new phone activated etc... . >. Then they sent $50 instead of $100... (Edits mine) Yes, this is the way it goes more often than not, and that's why I don't really want to upset things. But I'd like to help my sister, and this would be a very good deal for her. I suppose I'm going to have to roll the dice. DGI > (Edits mine) Yes, this is the way it goes more often than not, >and that's why I don't really want to upset things. But I'd like to >help my sister, and this would be a very good deal for her. > > I suppose I'm going to have to roll the dice. Actually, a Sprint store manager who reads this NG just wrote to me privately and offered to take care of this for me. I assume there is some benefit to his store for signing on a new line. However, he's still going to have to deal with the home office. I'm guessing he's entirely on the level, and perfectly capable, but all he can really do is put in the order, and leave it up to SPCS, so there's no guaranteed things won't get screwed blue even with his intervention. DGI > > (Edits mine) Yes, this is the way it goes more often than not, > >and that's why I don't really want to upset things. But I'd like to [quoted text clipped - 13 lines] > > DGI I dunno, as I have mentioned earlier that I had the store manager helped me with the $100 mail-in-rebate but it didn't get to no where, until he FAXED the original receive (lucky I didn't throw away) to Sprint headquarter. > > You may have some luck with 3 phones, but... > >first one it took me almost 2 years ... [quoted text clipped - 14 lines] > > DGI Hopefully with 3 phones you may have better luck than me with 5 phones. Hmmm but the $100 mail-in-rebate and $50 check instead of $100 have nothing to do with too many phones. Yup! Sprint billing system and Customer Service are big crooks <bg> My advice would be to go to a Sprint store in person. They are very helpful and will take care of everything I'm sure. > This should be an easy question, but because it's Sprint, I >have to ask advice here. [quoted text clipped - 25 lines] > > DGI >My advice would be to go to a Sprint store in person. They are very >helpful and will take care of everything I'm sure. I happen to live near a better Sprint store, but that would not be true of most of them. They are good at selling phones, and some have proficient tech people on staff, but when it comes to setting up plans they are all over the map. As of now I've been giving my sister pointers on how to at least try to get a better deal out of Verizon. If she can stay with the company she's with, she can possibly get a reasonably good deal, not have to port her number, and maybe nab a free or discounted new phone. Thanks, DGI my local sprint store moved the tech dept from the store i go to another store. and went from a staff of 11 reps and one manager to 4 reps and one young manager i dont care for . got to love down sizeing -- AL'S COMPUTERS > >My advice would be to go to a Sprint store in person. They are very > >helpful and will take care of everything I'm sure. [quoted text clipped - 11 lines] > > Thanks, DGI > I happen to live near a better Sprint store, but that would > not be true of most of them. Agreed. Last time I went to one of them, they switched me off of my old Vision plan because, "it doesn't look quite right here -- are you sure it's working? [I say yes it is] Well, I'll change it to the current plan anyway..." and as a result, I lost the unlimited text messaging included with the old plan. @#$#$%@% (And as is well documented, if Sprint no longer offers a plan that you had, if that plan is *ever* removed from your account there's *no way* to get it back! Although of course if you talk to the right people eventually they can construct a roughly "equivalent" plan, but still...) |
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