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Author Topic: Customer service horrible  (Read 2168 times)
petie71
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« on: July 20, 2010, 09:58:31 PM »

2 weeks ago I bought 2 EVOs.  For the past couple days 1 has had issues with typing and screen.  Waited @ the Sprint store for about 3 hours to find out it was DEFECTIVE!  Told to call Sprint because they did not have any in stock.  Called Sprint and after another 2-3 hours with them being transferred to every area they wanted me to check the site everyday to see if any available and then call back to order a replacement.  Then they would charge me for a new one and once they received the old one they would refund the money (per them this may take 2-3 BILLING CYCLES).  Of course told them to just cancel that one and reactivate my old phone.

I would like to know how many people with EVOs have had problems with them and have not been satisfied with the customer service resolution.  If so I am looking into a possible complaint/suit.
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dwk1020
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« Reply #1 on: July 29, 2010, 07:31:53 PM »

I had the same exact issue.  I was told the store did not have any to exchange with and after a 2 hour customer service call I found out the store did have some and would exchange it.  Make sure you don't get your call outsourced overseas.  They will not care what your issue is.  Make sure you get a Rep from the USA or Canada.  I found this out the hard way.  After a lot of calling and hanging up I was able to get Both EVO's replaced at a store That "didn't Have Any".  Just call and hang up until you get a rep that will do the "right thing".
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tube517
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« Reply #2 on: July 30, 2010, 02:36:27 AM »

Weird.  They were going to charge your credit card for the new one??

When I bought an Instinct,  I had to return my first one (it was defective) and they BILLED me for the new one.  When I returned my defective one, they credited the account when it was received by them.  No new credit card numbers or any payment information was given.  They explained the whole process and made sure I understood, it would be taken off the bill once they received the defective one.
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f3justusc
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« Reply #3 on: July 30, 2010, 06:24:08 AM »

I've sent phones back to Sprint and the conversation typical starts with, "I want to cancel my service" then they transfer me to the retentions department. From there, they send me a phone and I send one back. I have NEVER been charged for this. What they say is, if we don't get the old phone back in X number of days we will charge you up to XX dollars.
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alysaface
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« Reply #4 on: August 18, 2010, 08:12:10 PM »

I've had some awful customer service issues with Sprint, and some decent ones. Today was the worst for me..

I got a replacement refurbished phone sent to me because after i updated to 2.2 froyo, my phone has been horrible with typing lag in texts, email and in any web browser.

Well, I got my "Refurbished" replacement phone today, and it's got the screen separation issue in the bottom left corner as well as, the internal handset speaker is completely blown.. I get told by the first ~lovely~ lady that I spoke with that to get it replaced.. even though this was a refurbished replacement they JUST SENT ME.. I'd have to go into the nearest tech staffed store *which is 30 minutes from my home* or else.. too bad. I said lol, nope, and asked for her supervisor.. She hung up on me..

So I had to call back in two more times to finally get to the.. i guess? order fulfillment department, and the guy there was wonderful and apologized profusely on sprint's behalf for their bullsnuckery.. and got me a replacement ordered immediately with a confirmation number.

*sigh*

Gotta love horrible customer service agents, though. I mean.. come on!
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f3justusc
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« Reply #5 on: August 19, 2010, 07:14:31 AM »

I've had some awful customer service issues with Sprint, and some decent ones. Today was the worst for me..

I got a replacement refurbished phone sent to me because after i updated to 2.2 froyo, my phone has been horrible with typing lag in texts, email and in any web browser.

Well, I got my "Refurbished" replacement phone today, and it's got the screen separation issue in the bottom left corner as well as, the internal handset speaker is completely blown.. I get told by the first ~lovely~ lady that I spoke with that to get it replaced.. even though this was a refurbished replacement they JUST SENT ME.. I'd have to go into the nearest tech staffed store *which is 30 minutes from my home* or else.. too bad. I said lol, nope, and asked for her supervisor.. She hung up on me..

So I had to call back in two more times to finally get to the.. i guess? order fulfillment department, and the guy there was wonderful and apologized profusely on sprint's behalf for their bullsnuckery.. and got me a replacement ordered immediately with a confirmation number.

*sigh*

Gotta love horrible customer service agents, though. I mean.. come on!
That's the saddest part about Sprint customer service. Some of the people are really great and others are the worst ever. Sprint has an ad that states, "Our customer service is much improved." Every time I see that ad, I think, you were at the bottom of the barrel, therefore, any improvement is great. One should not have to call back multiple times to receive good customer service. UGH.
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mynetdude
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« Reply #6 on: August 19, 2010, 03:56:30 PM »

Any company who cannot produce good customer oriented CSRs should be required to PAY YOU for the headache and hassles IMHO.  Tongue

If they can resolve your problem the first time and satisfactorily then they shouldn't be required to pay you as long as each time you call the issue gets resolved without repeatedly having to go over the same issue or you call to get an update on the same issue and there is progress being made to satisfaction.

I haven't had too much trouble with sprint itself, the store in my city sucks.... I don't go there, I go to the stores 25-30 minutes away or I go to Radio Shack or some other place.

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Zeria
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« Reply #7 on: August 20, 2010, 11:11:24 PM »

Any company who cannot produce good customer oriented CSRs should be required to PAY YOU for the headache and hassles IMHO.  Tongue

If they can resolve your problem the first time and satisfactorily then they shouldn't be required to pay you as long as each time you call the issue gets resolved without repeatedly having to go over the same issue or you call to get an update on the same issue and there is progress being made to satisfaction.

I haven't had too much trouble with sprint itself, the store in my city sucks.... I don't go there, I go to the stores 25-30 minutes away or I go to Radio Shack or some other place.



Having worked in a call center, I think 3 simple things (well, simple from our perspective) would make such a massive difference in the Customer Service we receive we likely wouldn't recognize it anymore.

1. Stop requiring unreasonably short average call times. When you encounter a particularly bad mood rep, what you can't see is the supervisor standing over them tapping her nail on the top of the partition wall and motioning to her watch indicating the rep has to wrap up the call now, they've taken too much time. Or some variation of this. It's incredibly common. Doing collections for Sprint/Nextel, our average call times were expected to be under 2.5 minutes. Great if someone wanted to make a payment, disaster if someone had a genuine problem and needed help.

2. Pay to attract bright, intelligent people, and then give them the tools to fix things. Most reps are monkeys given scripts. On occasion you find a few that actually learn extra things not in the scripts that can help.

3. Stop making every little thing it's own department. Seriously. Train the reps to help the customer, period. Stop segregating everything and spreading the power to do something so thin no one is able to actually do anything.

I got out of call center Customer Service in part for these 3 reasons. Tired of getting in trouble for actually helping people because it took longer. Got paid for crap and barely got trained. I trained myself by learning with every call. And segregating departments, it's crap. Should be one stop, fixed.

But of course, all this costs cash. And since people in general put up with bad customer service cause most companies (not all, but most) are on the same level of bad, they'll continue to do it.

Mind you, this is just generalizing. I've actually gotten quite good service from Sprint in the last few years, except for a couple reps. They weren't rude, but clueless. Anytime I've gotten a rude attitude, it's been from a supervisor believe it or not.
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M.I.C.
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« Reply #8 on: August 21, 2010, 08:41:31 AM »

If I were a customer service rep I would likely be one of the horrible agents, can you imagine talking to dozens of complaining customers all day?! Would drive me crazy
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mynetdude
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« Reply #9 on: August 21, 2010, 10:06:24 PM »

Any company who cannot produce good customer oriented CSRs should be required to PAY YOU for the headache and hassles IMHO.  Tongue

If they can resolve your problem the first time and satisfactorily then they shouldn't be required to pay you as long as each time you call the issue gets resolved without repeatedly having to go over the same issue or you call to get an update on the same issue and there is progress being made to satisfaction.

I haven't had too much trouble with sprint itself, the store in my city sucks.... I don't go there, I go to the stores 25-30 minutes away or I go to Radio Shack or some other place.



Having worked in a call center, I think 3 simple things (well, simple from our perspective) would make such a massive difference in the Customer Service we receive we likely wouldn't recognize it anymore.

1. Stop requiring unreasonably short average call times. When you encounter a particularly bad mood rep, what you can't see is the supervisor standing over them tapping her nail on the top of the partition wall and motioning to her watch indicating the rep has to wrap up the call now, they've taken too much time. Or some variation of this. It's incredibly common. Doing collections for Sprint/Nextel, our average call times were expected to be under 2.5 minutes. Great if someone wanted to make a payment, disaster if someone had a genuine problem and needed help.

2. Pay to attract bright, intelligent people, and then give them the tools to fix things. Most reps are monkeys given scripts. On occasion you find a few that actually learn extra things not in the scripts that can help.

3. Stop making every little thing it's own department. Seriously. Train the reps to help the customer, period. Stop segregating everything and spreading the power to do something so thin no one is able to actually do anything.

I got out of call center Customer Service in part for these 3 reasons. Tired of getting in trouble for actually helping people because it took longer. Got paid for crap and barely got trained. I trained myself by learning with every call. And segregating departments, it's crap. Should be one stop, fixed.

But of course, all this costs cash. And since people in general put up with bad customer service cause most companies (not all, but most) are on the same level of bad, they'll continue to do it.

Mind you, this is just generalizing. I've actually gotten quite good service from Sprint in the last few years, except for a couple reps. They weren't rude, but clueless. Anytime I've gotten a rude attitude, it's been from a supervisor believe it or not.

Wow... short call time requirement and I thought hotel reservations was the only one required it, I never understood why they want short call times and I still don't understand except they want to be able to serve more customers I guess.

I will never take another job doing call center work, I had to be able to sell (or cross sell) a hotel room in under 3 minutes and we had a script to go by and I'd say about 50% of the time this worked because the caller was either A) looking for a hotel in their specific area B) they have a price in mind or C) the room was not available or D) they wanted another hotel brand that we sell and does not realize we can cross sell them so they end up calling back again  :Smiley

Reservation cancellations were not rare, but they were uncommon because most of the times the guest would contact the hotel directly.  The only time my calls would go outside the 3 minute window were A) customers who couldn't get a room at the hotel they wanted were shopping while on the phone (although I could have directed them to check online and call us back bad idea) and B) there was some other problem and then at that point I'd have to transfer them to another call center where they exclusively handled complaints and they'd whine about the fact I couldn't help them.

Anyway... I agree if they had trained us to handle complaints and resolve issues, though I guess these kinds of companies would rather train those people exclusively otherwise if you're cross trained you might get confused in policies and so on and on I guess.

Its one thing to be clueless and being helpful and not being rude vs being rude and clueless in my book the former is better because the customer will feel that they are being helped even if the agent is not knowledgable at the time (Heh I remember my very first reservation call I had a guy keep telling me that I was new, and I didn't know what I was doing and I'd screw it up, I reassured him that yes I was new and I would do my best to keep it simple even if I had to get help which I didn't need to wink).

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Zeria
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« Reply #10 on: August 22, 2010, 02:37:27 AM »

Wow... short call time requirement and I thought hotel reservations was the only one required it, I never understood why they want short call times and I still don't understand except they want to be able to serve more customers I guess.

I will never take another job doing call center work, I had to be able to sell (or cross sell) a hotel room in under 3 minutes and we had a script to go by and I'd say about 50% of the time this worked because the caller was either A) looking for a hotel in their specific area B) they have a price in mind or C) the room was not available or D) they wanted another hotel brand that we sell and does not realize we can cross sell them so they end up calling back again  :Smiley

Reservation cancellations were not rare, but they were uncommon because most of the times the guest would contact the hotel directly.  The only time my calls would go outside the 3 minute window were A) customers who couldn't get a room at the hotel they wanted were shopping while on the phone (although I could have directed them to check online and call us back bad idea) and B) there was some other problem and then at that point I'd have to transfer them to another call center where they exclusively handled complaints and they'd whine about the fact I couldn't help them.

Anyway... I agree if they had trained us to handle complaints and resolve issues, though I guess these kinds of companies would rather train those people exclusively otherwise if you're cross trained you might get confused in policies and so on and on I guess.

Its one thing to be clueless and being helpful and not being rude vs being rude and clueless in my book the former is better because the customer will feel that they are being helped even if the agent is not knowledgable at the time (Heh I remember my very first reservation call I had a guy keep telling me that I was new, and I didn't know what I was doing and I'd screw it up, I reassured him that yes I was new and I would do my best to keep it simple even if I had to get help which I didn't need to wink).
Yeah, the call time requirement was pretty brutal. Basically they wanted as many calls as possible handled in the shortest amount of time. If the customer needed help with something that wasn't paying a bill, we were supposed to ship them off to a different department, even if we actually knew how to help them, because the other departments had higher call allowances. Absolute crap in my book.

And yeah, when I was new, I admitted it. I flat out told the customer that the call may take a few extra minutes, because I wanted to make sure I got everything done correctly, even if that meant checking with a senior rep to ensure I got things correct for them. Normally, most people were actually appreciative of the honesty.
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eek88dj
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« Reply #11 on: August 27, 2011, 03:56:19 PM »

My friend had a problem with her EVO 4G she talked to customer service ok. They tell her they will call rt back.. guess what they never did now that terrible. Sprint going to poop on customer service on the phone better go to a store.
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