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Dear Sprint,
As a marketing guy, some of the things that you have been doing recently has really befuddled me and I would love to understand what you are thinking. The most recent numbers I have seen is that as a company Sprint is losing over 220,000 customers a quarter. The biggest reason for those people leaving is because of Sprint’s poor customer service. You then announced last week that you will be firing over 1000 of your most “problem customers”.
You might of thought this would of freed up some of your call centers, but I believe all you did was give every unhappy customer of yours an idea of how to get out of their contract without having to pay a penalty. If you would be willing to share, I would be willing to bet that your customer service call volume actually increases and not decreases after you kick these problem customers to the curb. If that was not enough, this week you announced a roaming increase from $.50 a minute to $.69 a minute beginning August 1st.
And you have been doing all this smack dab in the middle of the biggest and most anticipated cell phone launch in the history of cellular communications with the iPhone. Oh by the way, The iPhone is exclusive with AT&T (a competitor of yours). Can you share with us just what you are thinking? Cause I just don’t have a clue.
Thanks for your time.
Best (One of many of your ex-customers),
Cord Silverstein
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Technorati Tags: Sprint, poor customer service, problem customers, call centers, customer service, iPhone, AT&T
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When I was in sales, we called that a ‘going out of business strategy.
Have you gotten a response from them yet?
Or are you not a problem customer and thus don’t deserve their attention?
Krista - I hear ya!
Sean - I am not holding my breath for a response.