urn:uuid:b536a5a1-427d-51e0-a1ec-8eea6f3d3c82 http://gethuman.com/Sprint/news_1065/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:31f1b1b9-4cc9-487f-0fe4-b24fba81c6fa 2012-05-15T20:27:59+00:00

You have to hand all of the credit to CEO Dan Hesse. Not only has Mr. Hesse turned the company around, he has done so by focusing on customers and customer experience. He clearly saw a hole in the cellphone service model and decided to take advantage of it. Actually scratch that, he more than took advantage of it. He used it as leverage to catapult his company back into relevance again, and placed himself as the target for consumer sentiment/disdain by placing himself squarely in the middle of the company's ad campaign. In a time when CEO's have been caught for cheating on their resumes as well as have had to deflect criticism for huge company errors (Hi JP Morgan we're looking at you), Mr. Hesse has thrust himself into the spotlight of relativity by focusing on the issues that concern consumers, and giving them what they really want - great customer service. Somewhere down the line there will be a business school case written about this turn around, and rightfully so. This is one heck of a turn around when it comes to consumer sentiment.

If you want to read the whole press release click here. ]]>

urn:uuid:c677f4c1-4781-6209-948d-befc2ec919af 2012-05-01T20:02:59+00:00

urn:uuid:0367beb7-be94-4881-6e86-bb58058e7d39 2012-04-27T20:23:15+00:00

urn:uuid:f14ae62d-7edb-cf8d-75d2-2ecff3c2826f 2012-04-27T18:08:59+00:00

urn:uuid:99850688-1486-d33b-96f8-141ced1a134c 2012-04-02T14:50:50+00:00

urn:uuid:8472f74b-416a-6b2e-62d7-4228398bfbf1 2012-03-23T16:14:12+00:00

urn:uuid:1ebb4d89-9b88-4684-caf6-c533b9594e87 2012-03-05T15:53:20+00:00

urn:uuid:8c26ec7a-1ff8-b3a0-4fbb-3924dd033901 2012-01-24T21:21:19+00:00

urn:uuid:6cc8448b-4f33-98bd-fde0-b39d010b9ae8 2012-01-21T18:11:45+00:00

urn:uuid:40de4b97-0942-c69a-e0a2-cad58e97a42e 2012-01-06T18:23:48+00:00

urn:uuid:6438f6a1-2b17-e20a-c1f8-311defbbea34 2012-01-05T19:02:37+00:00

urn:uuid:edb15c9e-0fba-9fbc-f2bf-0fc607d52aa8 2011-12-27T00:41:58+00:00

urn:uuid:0d819fa7-f049-e44c-d377-54e7f223673d 2011-11-25T18:07:14+00:00

urn:uuid:0cd0c573-6eb6-33b5-8e15-95dd156a6152 2011-11-01T18:55:24+00:00

urn:uuid:7ce51426-6db7-34d5-a3f7-46373b816f73 2011-10-28T18:39:12+00:00

urn:uuid:32bf8822-fb48-72db-c5b4-01a00f7435a1 2011-10-25T16:28:01+00:00

Sprint. You had a going thing going in 2010, and you were trending in the right direction, and now? All for naught. In a most recent customer service study conducted by Vocal Laboratories, Sprint has lost ground in almost every category while perpetual whipping boy, AT&T, is making some headway in the right direction. According to the study, of the AT&T customers surveyed, 66% claimed to be very satisfied with their customer service, versus 53% of the Sprint customers, down from 64% in 2010. According to the CEO of Vocal Labs, the slide can be seen mostly in shift by Sprint to more prepaid customers versus long time contract holders. Vocal Labs focuses on providing effective feedback in the customer service realm by using intricate metrics to effectively rate and provide customer service feedback. So apparently those ads on tv say one thing, while the customer experience is another. Maybe instead of shooting ads with their CEO walking through Central Park, they should start investing in more quality customer service. Just a thought. But how about AT&T making a comeback? AT&T which is perpetually hindered by bad user experiences resulting from dropped calls with the iPhone, has apparently gotten the message and has started working on better customer service, and it's working. Here's to hoping they don't take a Sprint sized step backwards next year...Btw for comparison's sake, 55% of T-mobile customers claimed to be very satisfied, and 60% of Verizon customers were as well.

For more on the Vocal Labs report about cellphone carriers, click here. ]]>

urn:uuid:a0bd213e-bbea-7d53-b453-39517f2976ad 2011-10-17T19:48:31+00:00

urn:uuid:04a3917f-46eb-926b-b561-f07d0356ca7a 2010-09-08T14:15:43+00:00

Sprint customers that Federal investigators have uncovered a scam in which thousands of cellphones and accounts were cloned in order to defraud Sprint out of $15 million worth of long distance call charges. If you would like to know if your number or cellphone service was used as part of the scam, take a look at your statement and see if there were any erroneous long distance calls made on your account. Other signs that your account may have been accessed illegally, the criminals apparently used user passwords and online accounts to tweak customer's accounts and plans in order to make long distance calls.

According to authorities, low level Sprint employees with access to the Sprint customer database were often bribed by people higher up in the scam for certain information, in order to gain access to the Sprint network, as well as the ability to change customer's accounts to allow them to make long distance calls. As is always the case with these kind of infringements, customers with questions or concerns about their account should contact Sprint immediately.

For more on the unfolding scam, Click Here. ]]>

urn:uuid:f50fb5bd-cc09-eda5-7694-8ea583b0bd19 2009-10-28T21:32:14+00:00

Sprint to fix your problems with Hero. Apparently there are several shortcuts that can be made in order to get a customer service rep to not only acknowledge your issue, but also to possibly pay you for the inconvenience! Shortcuts include: calling Sprint and asking for the Advanced Tech Support desk; mentioning the possibility of switching to another carrier (T-Mobile); and mentioning what an inconvenience the entire process was and asking the Account Services Rep to have the issue reported and asking for compensation. Much like all cell carriers, Sprint is terrified of losing customers and is very conscious about retaining them at all costs.

Read the full post here]]>