As many of you know, there was an approximately 3-hour long outage for BlackBerry users addicts yesterday. For most of us it wasn't that big a deal - 3 hours and a power cycle later there was no problem. For me, not so much.
First of all, at about 11am Pacific time, I called Sprint to ask if there was any sort of an outage. I was told that there was no way there was an outage.
At around 3pm I called back and was informed that there was indeed an outage affecting some BlackBerry users. I was walked through some troubleshooting (nothing I hadn't tried already, but more than the average user would have done) and it didn't help. The rep was very nice and knowledgeable (far more so that the Sprint reps I usually encounter). She let me know that the issue should be resolved in about 5 hours and that she would call me back. Yesterday involved me being up very early, spending 5 hours driving followed by a meeting so I was a little exhausted. Imagine my surprise when I awoke and it was 8pm. Now imagine my lack of surprise and utter disappointment when I saw no missed calls from Sprint. I realize that Sprint has millions of customers (granted, a few million fewer than they used to, but that isn't the point) and I know I'm not th most important one. I also know that you're doing a pretty shitty job in customer service if the customer gets off the phone feeling like they aren't the most important. When I finished with the rep I felt ok about the call. Granted, my BlackBerry still couldn't get online but she tried to make it work, gave me an ETR (Estimated Time of Resolution) for the outage and even offered to call me back when it should have been solved. When I didn't get that call I was more than a little upset. I know they can't call back every customer. Maybe they aren't even allowed to call customers back these days. I know that in the call center that I work in we aren't supposed to call people back without clearing it first. I also know that if I told a customer I'd call them back that my boss would have my back. Here's how, even in a situation where calling the customer back isn't allowed, the conversation between the rep and supervisor should go:
Rep - "I need to call this customer back"
Supervisor - "Ummm, no. We don't do that. You know that."
Rep - "I know, but I told him I would."
Supervisor - "Ok, then call him back. Just don't do it again."
Rep - "No problem."
See? You don't penalize the customer because the rep made a mistake regarding policy. Sure, if the rep promises a year of free service, maybe you can't give that to the customer. But a simple call? A call that was offered, and not just offered but unsolicited (Microsoft-style), by the rep? For Pete's sake, let her call me! Let me, the customer, think that the company cares about me, even if it's just for a moment.
I just think that a company loses credibility when it doesn't keep its promises to its customers. And the smaller the promise that's broken, the more faith I lose. I mean, if they can't follow through on a simple phone call, what confidence do I have in them to change my plan properly or to credit my account if I'm ever over-charged. And what about bigger things, like a mail-in rebate or proposed coverage enhancements? Sprint definitely has me in a tough place. Not just because it would cost me $400 to break my contracts (and no, I don;t make enough money to shrug that off) but because I really believe in the product. I love the voice clarity I get. The only coverage hole I have around here, well, everyone has it (it's a road through the mountains, folks). The data speeds are great. The thing they lack is support. Whenever I call in, whether it's to ask a simple question or because there's a problem, they treat me like I'm interrupting them. The few good reps I do get are really good. Not just in comparison to their shitty counter-parts, but they're generally really good. The problem is that I shouldn't be surprised by great service. I shouldn't have to dread calling Sprint. I shouldn't have to put up with a problem until it debilitates my ability to communicate just because I don't want to get bummed out after talking to these people.
Come on, Sprint. Based on product, there's no reason why you shouldn't overtake Verizon. You guys run the same network and you both have decent handset lineups these day. And Sprint, your prices, especially on data plans, are way better. The problem is lack of care. I hear plenty of people complain about calling Verizon, but never with the same amount of frustration (or profanity) as is involved with Sprint. I have never heard anyone talk about leaving their carrier with as much glee as someone leaving Sprint.
Listen up, Sprint. Change my mind. If you can't call me back, that's cool. Really. Just don't say you will. If I ask you a question, check it out before you dismiss me.
If I call you, act like you're glad to hear from me. Even if you have to press the mute button and tell your neighbor what an asshole I am, or how fat I sound over the phone, the second that mic is back on, make me feel like I'm the goddamned prom queen. I mean prom king. Or special, non-high-school-dance-related guy. You know what I mean.
Please, take a sec to share your cell company story. Good or bad, I want to hear it. Even if you don't know their name I'd be interested to hear some good stuff. Let me know there's hope. If there is bad stuff I want to hear it too. Let me know I'm not all alone out here.
First of all, at about 11am Pacific time, I called Sprint to ask if there was any sort of an outage. I was told that there was no way there was an outage.
At around 3pm I called back and was informed that there was indeed an outage affecting some BlackBerry users. I was walked through some troubleshooting (nothing I hadn't tried already, but more than the average user would have done) and it didn't help. The rep was very nice and knowledgeable (far more so that the Sprint reps I usually encounter). She let me know that the issue should be resolved in about 5 hours and that she would call me back. Yesterday involved me being up very early, spending 5 hours driving followed by a meeting so I was a little exhausted. Imagine my surprise when I awoke and it was 8pm. Now imagine my lack of surprise and utter disappointment when I saw no missed calls from Sprint. I realize that Sprint has millions of customers (granted, a few million fewer than they used to, but that isn't the point) and I know I'm not th most important one. I also know that you're doing a pretty shitty job in customer service if the customer gets off the phone feeling like they aren't the most important. When I finished with the rep I felt ok about the call. Granted, my BlackBerry still couldn't get online but she tried to make it work, gave me an ETR (Estimated Time of Resolution) for the outage and even offered to call me back when it should have been solved. When I didn't get that call I was more than a little upset. I know they can't call back every customer. Maybe they aren't even allowed to call customers back these days. I know that in the call center that I work in we aren't supposed to call people back without clearing it first. I also know that if I told a customer I'd call them back that my boss would have my back. Here's how, even in a situation where calling the customer back isn't allowed, the conversation between the rep and supervisor should go:
Rep - "I need to call this customer back"
Supervisor - "Ummm, no. We don't do that. You know that."
Rep - "I know, but I told him I would."
Supervisor - "Ok, then call him back. Just don't do it again."
Rep - "No problem."
See? You don't penalize the customer because the rep made a mistake regarding policy. Sure, if the rep promises a year of free service, maybe you can't give that to the customer. But a simple call? A call that was offered, and not just offered but unsolicited (Microsoft-style), by the rep? For Pete's sake, let her call me! Let me, the customer, think that the company cares about me, even if it's just for a moment.
I just think that a company loses credibility when it doesn't keep its promises to its customers. And the smaller the promise that's broken, the more faith I lose. I mean, if they can't follow through on a simple phone call, what confidence do I have in them to change my plan properly or to credit my account if I'm ever over-charged. And what about bigger things, like a mail-in rebate or proposed coverage enhancements? Sprint definitely has me in a tough place. Not just because it would cost me $400 to break my contracts (and no, I don;t make enough money to shrug that off) but because I really believe in the product. I love the voice clarity I get. The only coverage hole I have around here, well, everyone has it (it's a road through the mountains, folks). The data speeds are great. The thing they lack is support. Whenever I call in, whether it's to ask a simple question or because there's a problem, they treat me like I'm interrupting them. The few good reps I do get are really good. Not just in comparison to their shitty counter-parts, but they're generally really good. The problem is that I shouldn't be surprised by great service. I shouldn't have to dread calling Sprint. I shouldn't have to put up with a problem until it debilitates my ability to communicate just because I don't want to get bummed out after talking to these people.
Come on, Sprint. Based on product, there's no reason why you shouldn't overtake Verizon. You guys run the same network and you both have decent handset lineups these day. And Sprint, your prices, especially on data plans, are way better. The problem is lack of care. I hear plenty of people complain about calling Verizon, but never with the same amount of frustration (or profanity) as is involved with Sprint. I have never heard anyone talk about leaving their carrier with as much glee as someone leaving Sprint.
Listen up, Sprint. Change my mind. If you can't call me back, that's cool. Really. Just don't say you will. If I ask you a question, check it out before you dismiss me.
If I call you, act like you're glad to hear from me. Even if you have to press the mute button and tell your neighbor what an asshole I am, or how fat I sound over the phone, the second that mic is back on, make me feel like I'm the goddamned prom queen. I mean prom king. Or special, non-high-school-dance-related guy. You know what I mean.
Please, take a sec to share your cell company story. Good or bad, I want to hear it. Even if you don't know their name I'd be interested to hear some good stuff. Let me know there's hope. If there is bad stuff I want to hear it too. Let me know I'm not all alone out here.
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