Comments on: How Much is Customer Service Costing You? (Part 2)

By: suse

suse — Wed, 12 Sep 2007 00:13:45 +0000

i have a palm (locking up when i hit contact & powering off and on randomly!) AND moto q that has completely locked up. i went to the sprint store where i was told they were not responsible after 30 days because i didn’t BUY INSURANCE (at $7 a mo.!!). i’ve had both 4 months. motorola says i have to go the sprint store first to get it “approved,” sprint did nothing but hand me an 800 number to nothing-ville. i have been on the phone with sprint every single day for 3 weeks, 4-5 hours at a time speaking to someone in the BLASTED PHILLIPINES. after a while, they just tell me they are mailing me a new phone and hang up on me. of course, it doesn’t come and there is no record of it. there is also no way to speak to anyone in the u.s. (or someone that speaks 1/2 ass english, for that matter!). if i can’t get the store to listen, and get hung up on by the phillipines — what can i possibly do?? after 54 minutes once today, she again said, “what is your name?” i said, “you’ve got to be kidding.” i don’t think it computed. there seems to be nothing i can do. they have me caught between a rock and a hard place!! any help??

By: plus6

plus6 — Sat, 28 Apr 2007 03:07:59 +0000

I have the Treo 650 and had that happen twice with getting stuck in the headphone mode. The first time it happened I brought it to Sprint and they replaced it. The second time it fixed itself with a reboot I think. The 650 is my first Treo and I am hooked!

By: zen

zen — Thu, 26 Apr 2007 14:16:28 +0000

What happened to me a couple times – Apple said they’d send a box FIVE times – I receieved 0 boxes. Took it to a store. Verizon said I’d receive a box three times – I received one box after they tried to bill me $300 for not sending the phone.

Moral of the story – you’ll get billed, you’ll refuse their stupidity, and *then* you’ll get a box and a credit.

By: Rich Slick

Rich Slick — Thu, 26 Apr 2007 01:18:54 +0000

It’s been a horrifying year for me as it relates to customer service on so many issues. I’ve had problems with credit cards, returns on merchandise, local phone service, DSL service, Cable Internet Service, Satellite TV service. With a population that is top heavy toward seniors and aging day by day I fear the situation will get much worse before it gets any better. There are simply not enough young workers interested in working in a customer service role any more, everyone wants to be a manager, director, or vice president.

By: Jim

Jim — Thu, 26 Apr 2007 00:50:15 +0000

If I were in your shoes, and the return kit never arrived, sprint would probably not get the device back. If it was really a big priority for them to get it back I’d assume they would have asked you to return it to the store, or sent the return kit as a higher priority.

“Return kits” are pretty big now-a-days. I just recently had a ‘run in’ from gateway. They said the kit would arrive in 2 – 3 business days. I got it 3 weeks later. Maybe someone should explain the difference between 2 – 3 business days, and 2 – 3 business weeks to the gateway customer support staff.