The CSR issue.

Toggle sidebar Toggle sidebar
M

Mike

Splendid
Apr 1, 2004
3,865
0
22,780
Archived from groups: alt.cellular.sprintpcs (More info?)

I've found one issue that daunts me with Sprint Customer Care. I work
for an indirect retailer. My main source of trouble is with getting to
corporate sponsored activations. I have a 50% chance of reaching them in
one transfer, and when I do reach them, I have a 50% chance of getting
someone that will activate off my SCID versus asking me to fax paperwork
in and wait 36 to 48 hours. They tell me that's the only way. They tell
me that I couldn't have done it this morning or yesterday. They tell me
that that has been the policy since november. They tell me that nobody
there has ever done it this way. They tell me no other departments do it
that way. They transfer me to their supervisor to tell me this too. If I
call again (20min hold time) I often get someone that says "Sure, no
problem, are you faxing documentation, or do you have an SCID?"

What do you recommend to get around the CSR that shuts down, sticks
their fingers in their ears and says "I'm not listening!"

I'm really hoping to hear from some Sprint employees here.
-mike
 
Archived from groups: alt.cellular.sprintpcs (More info?)

In article <xWwic.10170$e4.6389@newsread2.news.pas.earthlink.net>,
Mike <spamtrap@zbuffer.com> wrote:

> I've found one issue that daunts me with Sprint Customer Care. I work
> for an indirect retailer. My main source of trouble is with getting to
> corporate sponsored activations. I have a 50% chance of reaching them in
> one transfer, and when I do reach them, I have a 50% chance of getting
> someone that will activate off my SCID versus asking me to fax paperwork
> in and wait 36 to 48 hours. They tell me that's the only way. They tell
> me that I couldn't have done it this morning or yesterday. They tell me
> that that has been the policy since november. They tell me that nobody
> there has ever done it this way. They tell me no other departments do it
> that way. They transfer me to their supervisor to tell me this too. If I
> call again (20min hold time) I often get someone that says "Sure, no
> problem, are you faxing documentation, or do you have an SCID?"
>
> What do you recommend to get around the CSR that shuts down, sticks
> their fingers in their ears and says "I'm not listening!"
>
> I'm really hoping to hear from some Sprint employees here.

It used to be that calling the Business Department worked:
1-888-788-4727


Recently they rigged their 800 system, so your call is routed based upon
the number you are calling from. If you have a business cell phone,
then calls to *2 go there.

It may well be that SprintPCS would prefer that corporate sponsored
phones not go through indirect retailers, and thus your difficulties.

Sounds like you need to talk to your Company Sales Rep here,
and decide if maybe you need to what SprintPCS may be trying to tell you
here.
 
Archived from groups: alt.cellular.sprintpcs (More info?)

In article <xWwic.10170$e4.6389@newsread2.news.pas.earthlink.net>,
spamtrap@zbuffer.com says...
> I've found one issue that daunts me with Sprint Customer Care. I work
> for an indirect retailer. My main source of trouble is with getting to
> corporate sponsored activations. I have a 50% chance of reaching them in
> one transfer, and when I do reach them, I have a 50% chance of getting
> someone that will activate off my SCID versus asking me to fax paperwork
> in and wait 36 to 48 hours. They tell me that's the only way. They tell
> me that I couldn't have done it this morning or yesterday. They tell me
> that that has been the policy since november. They tell me that nobody
> there has ever done it this way. They tell me no other departments do it
> that way. They transfer me to their supervisor to tell me this too. If I
> call again (20min hold time) I often get someone that says "Sure, no
> problem, are you faxing documentation, or do you have an SCID?"
>
> What do you recommend to get around the CSR that shuts down, sticks
> their fingers in their ears and says "I'm not listening!"
>
> I'm really hoping to hear from some Sprint employees here.
> -mike
>
>

Apologies, Mike. I keep meaning to check out the policy on this just
to be sure, and I keep forgetting. I'm going to keep trying to
remember.

--
RØß
O/Siris
I work for Sprint PCS
I *don't* speak for them
 
Archived from groups: alt.cellular.sprintpcs (More info?)

O/Siris wrote:

> Apologies, Mike. I keep meaning to check out the policy on this just
> to be sure, and I keep forgetting. I'm going to keep trying to
> remember.
>

No apologies needed. I appreciate anything that you may find out.
-mike
 
Archived from groups: alt.cellular.sprintpcs (More info?)

O/Siris wrote:
> In article <xWwic.10170$e4.6389@newsread2.news.pas.earthlink.net>,
> spamtrap@zbuffer.com says...
>
>>I've found one issue that daunts me with Sprint Customer Care. I work
>>for an indirect retailer. My main source of trouble is with getting to
>>corporate sponsored activations. I have a 50% chance of reaching them in
>>one transfer, and when I do reach them, I have a 50% chance of getting
>>someone that will activate off my SCID versus asking me to fax paperwork
>>in and wait 36 to 48 hours. They tell me that's the only way. They tell
>>me that I couldn't have done it this morning or yesterday. They tell me
>>that that has been the policy since november. They tell me that nobody
>>there has ever done it this way. They tell me no other departments do it
>>that way. They transfer me to their supervisor to tell me this too. If I
>>call again (20min hold time) I often get someone that says "Sure, no
>>problem, are you faxing documentation, or do you have an SCID?"
>>
>>What do you recommend to get around the CSR that shuts down, sticks
>>their fingers in their ears and says "I'm not listening!"
>>
>>I'm really hoping to hear from some Sprint employees here.
>>-mike
>>
>>
>
>
> Apologies, Mike. I keep meaning to check out the policy on this just
> to be sure, and I keep forgetting. I'm going to keep trying to
> remember.
>

Ever hear anything? Again, I appreciate that you're here with this kind
of information...
:)
Thanks,
-mike
 
Archived from groups: alt.cellular.sprintpcs (More info?)

In article <Xpdnc.12670$Hs1.3237@newsread2.news.pas.earthlink.net>,
spamtrap@zbuffer.com says...
>
> Ever hear anything? Again, I appreciate that you're here with this kind
> of information...
> :)
> Thanks,
> -mike
>

Searches through our intranet reveal only information about helping
you set up corp-sponsored accounts, and that isn't being questioned.
I've email our training department to see if they can give an answer,
and, perhaps, an internal link as well.


--
RØß
O/Siris
I work for Sprint PCS
I *don't* speak for them
 
Archived from groups: alt.cellular.sprintpcs (More info?)

O/Siris wrote:

> Searches through our intranet reveal only information about helping
> you set up corp-sponsored accounts, and that isn't being questioned.
> I've email our training department to see if they can give an answer,
> and, perhaps, an internal link as well.
>
>

Invaluable stuff... Thanks!
-mike
 
Archived from groups: alt.cellular.sprintpcs (More info?)

In article <ckDoc.18329$V97.6950
@newsread1.news.pas.earthlink.net>,
Mikespamtrap@zbuffer.com says...
> O/Siris wrote:
>
> > Searches through our intranet reveal only information about helping
> > you set up corp-sponsored accounts, and that isn't being questioned.
> > I've email our training department to see if they can give an answer,
> > and, perhaps, an internal link as well.
> >
> >
>
> Invaluable stuff... Thanks!
> -mike
>

My training department finally got back to me, Mike. They
claim you should take all activations to your BAR. Even
the individual ones.

I disagree, and, until I get in trouble over it, would
assist you in setting them up. But that's what I'm told.

--
-+-
RØß
O/Siris
I work for SprintPCS
I *don't* speak for them.
 
Archived from groups: alt.cellular.sprintpcs (More info?)

In article <MPG.1b1f41df88995d2e989a27@netnews.comcast.net>,
O/Siris <0s?r?s@spr?ntpcs.c?m> wrote:

> My training department finally got back to me, Mike. They
> claim you should take all activations to your BAR. Even
> the individual ones.
>
> I disagree, and, until I get in trouble over it, would
> assist you in setting them up. But that's what I'm told.
>
> --
> -+-
> Ryfl
> O/Siris
> I work for SprintPCS
> I *don't* speak for them.

What does BAR stand for?
-mike
 
Archived from groups: alt.cellular.sprintpcs (More info?)

In article <spamtrap-5A305D.13541503062004@news4.west.earthlink.net>,
spamtrap@zbuffer.com says...
>
> What does BAR stand for?
> -mike
>

Your Business Account Representative. It's been a while since I
looked over the process, but when you get a small business to sign up
with us, you should have a number you can call to activate, to setup
plans, etc. That contact person is the Business Account
Representative.

--
RØß
O/Siris
I work for Sprint PCS
I *don't* speak for them
 
Archived from groups: alt.cellular.sprintpcs (More info?)

Your Business Account Representative. It's been a while since I=20
looked over the process, but when you get a small business to sign up=20
with us, you should have a number you can call to activate, to setup=20
plans, etc. That contact person is the Business Account=20
Representative.
====================================
Except usually that person is too busy trying to meet their quotas and finding
new business, and wont take the time to support existing business and tells one
to call the 800 number, and even has their personal office number automatically
forward to the 800 number.
 
Archived from groups: alt.cellular.sprintpcs (More info?)

Nebby <nebby00007@aol.compants> wrote:
> Except usually that person is too busy trying to meet their quotas and finding
> new business, and wont take the time to support existing business and tells one
> to call the 800 number, and even has their personal office number automatically
> forward to the 800 number.

Ah. And you know this, how?

--
JustThe.net Internet & New Media Services, http://JustThe.net/
Steven J. Sobol, Geek In Charge / 888.480.4NET (4638) / sjsobol@JustThe.net
PGP Key available from your friendly local key server (0xE3AE35ED)
Apple Valley, California Nothing scares me anymore. I have three kids.
 
Archived from groups: alt.cellular.sprintpcs (More info?)

In article <X4GdnfWezOsKWV3dRVn-ug@lmi.net>, sjsobol@JustThe.net
says...
> Nebby <nebby00007@aol.compants> wrote:
> > Except usually that person is too busy trying to meet their quotas and finding
> > new business, and wont take the time to support existing business and tells one
> > to call the 800 number, and even has their personal office number automatically
> > forward to the 800 number.
>
> Ah. And you know this, how?
>
>

He doesn't. He made it up.

--
RØß
O/Siris
I work for Sprint PCS
I *don't* speak for them
 
You must log in or register to reply here.

TRENDING THREADS

Latest posts

Moderators online

Share this page

COMPANY
RESOURCES
FOLLOW
Top Bottom