(SUMMARY): In a press release on 22 May 2011, Sprint announced that Sprint phones step it up a notch
this year to surpass customers' expectations… But the one question customers would like Sprint to
address is: “Has Sprint Customer service step up a notch this year?”
In a press release on 22 May 2011, Sprint announced that Sprint phones step it up a notch this year to
surpass customers' expectations.
But the one question customers would want Sprint to address is: “Has Sprint Customer service step up a
notch this year?”
Sprint has introduced a range of Sprint phones
• HTC EVO View 4G tablet
• Nexus S 4G
• Motorola i476
• Overdrive Pro 3G/4G Mobile Hotspot
Sprint is ahead of its competitors by having the first 4G network. Sprint are always improving their
coverage. Sprint has better and cheaper phone plans than their competitors.
<b>Has Sprints customer service improved?</b>
Let us examine the awards they received.
The American Customer Satisfaction Index (ACSI) survey which polled 8,000 households in the first
quarter released its finding on 17th May. Sprint tied with Verizon Wireless for top score (72 out of 100).
Sprint improved score was two points ahead of last year. It was a big jump from a score of 56 three years
Three years ago, their focus was on fixing problems with billing and dropped calls. Now it shift its
attention to improving customers' experience and upgrading its service quality.
In February, Sprint won a J.D. Power 2011 Customer Service Champion award in a broader survey of
An April survey by Vocalabs put Sprint in a tie with T-Mobile and AT&T Inc. in their handling of
customer care calls.
Is the sentiment the same on the ground? Let us listen to customers' conversation in the forums.
Some long-time Sprint subscribers have no service issues with Sprint phones. They feel their customer service is
Some have complained that 4G is only available in major cities.
A number of customer complaints are that some Sprint workers aren’t familar with their products and
generally they just forward customers from one person to another. The customers have to explain their
problem again and again. It would be better if Sprint as a computer system to record customers' last call
and the issue at hand. They should return the call to customers within 24 hours.
Customers expect their problems to be resolved on the first call. If you, as a customer does not like the
answer you get, hang up the phone and call again. Hopefully, the next person who answers your call is
more knowledgeable representative than the previous one.
Sprint should upgrade the training of its frontline workers. Sometime customers get a different answer
from different representatives regarding the same question. This is frustrating for consumers and
unprofessional for Sprint.
One felt there is a lack of communication between the sellers and those in the billing departments. Maybe
the different departments have different systems and databases. Hence there is a lack of coordination.
Another common complaint is that when a phone malfunctions, customers are given refurbished phone
instead of a new phone.
The mail-in rebate is a peeve. Sprint's competitors offer instant rebates while Sprint requires mail-in
rebates. Consumers hate it as it is a hassle to send them in.
Despite the shortfall, it is comforting to know that Sprint has improve its consumer service ratings over
the years. When Dan Hesse took over troubled company as the CEO, he has made improvements in
customer service a center-piece of his turnaround plan. As the ACSI survey show, he has delivered on his
promise. Sprint provides avenues for complaints to be addressed through their online forums and their