As a former Sprint PCS Trouble Technician, I CAN complain and comment on how much SPCS Cust SUCKs!
I worked in the Trouble Tech Department and my wife worked in the Customer Service Department.
I can not tell you how MANY times I would be over seeing my wife and hear some of the CRAP that was being told to customers.
Since I was a TA on the Floor, I had to wear a "VEST" that told everyone I was one. SO, I would walk right up to the rep and make them place the customer on hold and ask them where in the HECK did they get stupid info from?
I was not nice about it, as at that time I knew the trainers and I knew they were not spouting that crap.
Several of the reps I had to reprimand for stupidity usually got fired cause now I had made them a target and lit the fire under their Team Leader by telling my Managers what I heard and had to fix.
But for everyone that I caught, 20 more would sneak by!
I got put in a "WORK FLOW" group once (notice I said ONCE!) to find out why our CS was ranked so bad by so many CS consumer groups.
Well, after hearing all the BS being flung about how we couldn't be all that bad, I finally said to the Home Office Executive leading the "WORK FLOW" group the following:
"You wanna know why we SUCK? I'll give you a PRIME example. I will dial 5 SPCS Reps and ask them the SAME question, and I'll bet I only get 2 out of 5 reps that give me the right answer!"
The executive got all bent out of shape, started to complain and I said I'll prove it!
I picked up the phone in the conference room, put it on loudspeaker and dialed the 800 #. The first rep that picked up was very nice sounding and introduced herself and asked how she could help. Here are the following answers from all 5.
I simply asked "How can I tell if I am roaming on my phone when I go to make a call?"
Rep 1) "It's very simple, if you are roaming, your phone will beep and let you know." I asked "Is that the only way?" Rep 1) "Yes, that's the only way!" STRIKE 1
Rep 2) "Um, I'm not sure, I guess you'll have to talk to Tech Support. Hold and I'll transfer you!" Without a chance to say a word, I start to hear hold music and then dead air! I was hung up on! (Yes, it happens ALOT!) STRIKE 2
Rep 3) "What type of phone do you have?" I said "Samsung N200." She said "Okay, when you are in a roaming area, your phone will display the letter R w/ a circle around it. You can also set your phone to NOT ROAM and it will either show SPCS Service, or NO SERVICE. Okay?" I thanked her for her time and hung up. DING DING! WINNER!
Rep 4) "Roaming, um I don't know. But if you'll hold for a minute, I'll find out." I said "Sure." She muted the phone so I couldn't hear her, not placed on hold, then she came back on and said that my phone couldn't roam." I asked "WHY?" She said "Cause SPCS set the phone to NOT ROAM only and it couldn't be changed." STRIKE 3
Rep 5) " I can answer that, pls hold while I get that information." "Okay" "Okay sir, You will have to turn your phone off and on when you see the roaming signal on the screen" I asked "What's the roaming signal look like?" Rep 5) "I don't know, but I believe it says the word "ROAMING" on the screen. Okay? Thanks for calling." CLICK!
SO, as I said, the training sucks and so do ALOT of the reps!
Needless to say, I was never asked to be on a FOCUS group again and I got chewed out by Team Leader for being so "HONEST!"
Anyway!
Now I will be fair.
I have called in to do ESN Swaps about 24 times in the last two months! Each time, I have gotten a very nice rep who took care of me. I did get alot of the "Please be sure to allow 4 hours for the phone to program so you'll be able to use it."
It doesn't take 4 hrs unless there is a Provisioning issue!
But anyway!
/Q]
I've been lucky with them so far but then again I haven't had a sprint phone in over a year so i guess it looks like it went downhill since then.