Why Customer Support In SaaS Is A Marathon, Not A Sprint



If you're living in the US, there's a good chance you're using a phone on one of the four major carriers: Verizon, AT&T, T-Mobile, and Sprint. Sprint Corporation allowed illegal charges to be added to consumers' wireless bills, a process known as "cramming." The case was filed against Sprint and Verizon who must pay a combined $120 million in refunds and $38 million in penalties and investigative costs.

Earlier that day, the couple had visited the Sprint store on Northeast Douglas Road in Lee's Summit to fix a Wi-Fi problem on Almitra's phone. Great phones and smiling customer support are only so good until you can't actually use your phone. This is not a personal vendetta being aired because I had to spend 4 hours on the phone with Verizon customer service or something like that.

Peter Leppik is CEO of Vocal Laboratories, also known as Vocalabs, a Minnesota company that digs deep into what some companies do right, and wrong, when it comes to customer support calls. In the first quarter of 2008, 1.1 million of Sprint Nextel's 53.9 million customers fled, and such churn — a measure of how unhappy customers are — is on the rise.

This summer, the company began offering one year of free service to new customers, but even that hasn't jump-started growth. Both Sprint and T-Mobile use low prices on unlimited or large family data plans as a selling point and we don't think that's going to change right away.

Never could imagine the endless problems we encountered but then corporate customer service after many documented tech and service Chats and visits told me 14 days no more for their return policy. I told him I do not have the money and i will not pay the money and I will not use sprint ever again.

After connecting to a call center, perhaps one staffed by reps with foreign accents, one will probably be rushed into a quick and easy "fix" that may, or may not, solve the problem - since many call centers rate a rep's success by how many customers they handle in a set amount of time.

Another multi-industry study by McKinsey & Co. found that bad customers can account for as much as 30%-40% of a typical company's revenue. Among other recommendations, the NAD said Sprint should stop boasting that it offered better "unlimited" service, and that it should stop claiming that Verizon's unlimited data plans caused a drop in download speed.

If someone is so dissatisfied with a product or service that they're calling about it 40-50 times per month, it's likely time for them to move on to a different solution. While many of their plans have featured data rollover in the past, the shift toward unlimited data plans and throttling instead of topping off data has eliminated the need for rollover data.

So i called Customer service, after a 30 minute wait on hold, talked to someone, after another 20 minute negotiation, agreed to pay $100.00 to get cellphone upgrade early. Though I don't know if this complaint will reach to the same bunch of people in your customer service.

Second, I had purchased the plan with BUY ONE AND GET ONE FREE, so I bought 2 phone and received 2 for free, the time that they disconnected my account without any valid reason and once I called the customer services department to active my account, which they did, but they disconnected my promotion.

While I'm on the phone I can't use the internet, I can't count how many times I had to look something up on the Internet on my phone while I was speaking to someone and I couldn't do it. This is a function every cell phone company offers except Sprint.

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