TELECOM Digest OnLine - Sorted: Customer Service Troubles For Sprint Nextel

Customer Service Troubles For Sprint Nextel

Teresa von Fuchs (wireless@telecom-digest.org)
Mon, 09 Jul 2007 23:42:33 -0500

WirelessWeek - July 09, 2007
Customer Service Troubles for Sprint Nextel
By Teresa von Fuchs

Sprint Nextel is facing a veritable smear campaign from bloggers and the
media regarding letters the carrier recently sent to customers
"releasing" them from their contracts. Notices were sent to customers
who frequently called Sprint's customer service department, and said
that since the company was unable to resolve the users' technical issues
"we are unable to meet your current wireless needs."

Sprint adamantly claims that only a "very small percentage" of
customers with "irresolvable" service issues were affected. But letter
recipients have testified, mainly online, to the contrary. One user
claimed he called customer service repeatedly over the last few months
due to a defective phone and the carriers' botched attempts to find
him a suitable replacement. Another former customer said she called
the billing department twice a month because of errors on her bill.

The company claims affected users called customer service on average
25 times per month over the last 12 months. Sprint graciously let
customers off without an early termination fee, giving them until the
end of July to find new service.

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