HUNG UP ON BY SPRINT SUPERVISOR - PLEASE READ AND RESPOND IMMEDIATELY!

THERE IS GOOD NEWS - read today that Sprint is losing millions and
customers are leaving in droves. This is the kind of news Sprint
customer daydreams are made of.

God it's good to see a rotten, lying, cheating, contract-imprisoning
company finally get what's coming to them!!

same thing just happened to me.

the supervisor hung up on me.

How can I contact their managers? someone on top?

UPDATE:

Thought I would take a moment to bring everyone up to date on what has
gone on in the past couple of weeks.

After obtaining the email addresses of the CEO, CSO (Chief Service
Officer = Oversees all customer service, basically), and a VP, I sent
a detailed email describing exactly what had occurred with their
company.

A little over an hour later, I received an email directly from the CSO
(not sure if he read my email personally and wrote the email, or if it
was one of his people, but it did come from his email address)
apologizing for my experience and letting me know someone from his
team would be contacting me shortly. As promised, somebody on his
behalf did call shortly thereafter.

Ultimately, I was contacted (before end of business the same day) by a
representative from the "executive offices". I believe that person
contacted me based on the CEO email. I don't have anything to base
this on, but I imagine what happens, more or less, is that someone
sorts through the executive's emails and the disgruntled customers get
forwarded to a team of "firefighters".

Needless to say, this person was understanding, apologetic and
responsive. I am mostly satisfied at this point...Check back with me
after a few months of invoices roll in and we'll see if they've "got
it right". Chances are I will be working with this person for a
while, sorting out billing errors...

I wasn't given "the house" by any means. Surprisingly, I wasn't
really offered account credits or discounts - The rep actually wanted
to deal with the problem and fix the situation. In fact, the most
valuable thing I have received has been a direct number I can call and
get nearly anything done...without being transferred 3 million times
and waiting on hold. This rep is handling all of my issues and is my
one stop for any of my Sprint-related issues or questions. If they
can't answer it, THEY handle getting me the answer/results from
someone that can. WHY CAN'T CUSTOMER SERVICE ALWAYS WORK THIS WAY?!

So here's the bottom line: From what I have been told, Dan Hesse has
brought new leadership to Sprint. From what I heard from many Sprint
employees, he doesn't put up with much. If he finds out someone is
doing something f-ed up, he'll fire them in a heartbeat. But Sprint
has 60,000 employees...he can't possibly weed out everyone everywhere.
Only time will tell if things will ever change across the board with
Sprint. Many of the managers and upper-level people I have dealt with
admit they have struggled with customer service issues and really feel
good about what Dan Hesse has done and is doing, in one person's
words, to "turn the ship around".

I am very disappointed in Sprint's "frontline" (their term, not mine)
customer service. But let me tell you, when you bang on the right
doors, you do get a response. It is just a shame that I should have
to go through the amount of work, trouble, and disrespect I did to get
something fairly simple done with this company.

It was interesting to see that rather than offer me some
service/account credits to shut me up or make me go away, the response
was more of "lets address the problems and fix them". And I think
that in the end this is a better business and customer service
strategy than just "give him some service credits, apologize, and move
on" without really doing anything about the problems.

Also, I don't really know what came of the rep who hung up on me, but
from what I understand, someone was working on determining who it was
based on everyone who had pulled my account up at Sprint. I will try
to find out if they ever found the person and if so, what was done,
but I reason to believe I won't be privy to that information anyway.
I think I made quite an impact (who knows if the execs themselves ever
even read/heard about my email/experience) but I can only hope that
the executives would want to find out who the person is, even if it's
just to get their "side" of it. My posting on this site can only help
to "push" them (the execs) to find out who set off a customer so badly
it caused this time of negative publicity or "feedback", pun
intended.

I would also like to point out that, by this post alone, I received a
response from not only John L., who replied here, but another member
of what appears to be the same "Executive Services" ("firefighters")
team, thanks to this site. Because I was working with someone by that
point, I stuck with them. I do feel that if I hadn't gone ahead and
sent the emails shortly after posting this, I would have gotten a
similar resolution through one of those people.

So to anyone working through what seems like an impossible journey,
stick with it. I was about to just give up. But between using this
site and information gained from other areas of the web, I was able to
light some fires and get some results. Good luck to you. And thanks
to this site for helping people like me to get results and for
providing a place where people can become more educated consumers!

that basically sent "Dear John" letters to customers, canceling their
service and you are somehow SURPRISED that you got this treatment?

I hate to tell you, but you're kidding yourself if you think Sprint
cares that you're "offended and irate."

I don't think you're going to be much happier with AT&T. The only
thing worse (in my experience) is T-Mobile.

I think we (or somebody) will hear it from the employee's side. It is
their policy that the account be noted if an incident occurs that
requires a supervisor to hang up on a customer. This employee
intentionally did NOT note the account and would NOT provide me with
her supervisor's information. It is clear she thought there would be
no recourse.

Thankfully, Sprint has a way to see each employee who accessed my
account, so as long as she pulled me up, her name/computer station was
recorded.

Also, the gentleman who referred me to the supervisor in question, as
well as several other employees I spoke to can probably back up my
claim of being frustrated, upset and firm, but definitely not
offensive or profane. In addition, he did note the account, so
contacting him and finding out which supervisor he sent me to should
be no problem.

I'll keep everyone up-to-date...

if my experience is correct, call center employees generally only hang
up on irate, screaming, swearing customers, usually after three
warnings.

i'd like to hear this story from the employee's side, and when are
people ever going to stop being personally offended by company
policies? i'm pretty sure YOU didn't come up in their planning and
policy meetings.

I want to thank everyone for their reply! I am sorry that I did not
provide all of the details in the original post...I was under time
constraints at the time. Rest assured, I have been fully documenting
my experiences and am summarizing it now. I emailed Dan@Sprint.com
(from the TV ad) and have had someone respond. I will work through
that channel as well as some others (COO, VP of Retention) that I have
been provided.

This was DEFINITELY not a simple case of just "renew me". For 4+
years, I have struggled to get this company to combine an old Nextel
account with a newer Sprint line. The "One Company" image has been
marketed from day one, but has dragged out for far too long. Most of
the issues I had were just annoying gripes, that is until a supervisor
hung up on me when I politely asked for her supervisor. She
conveniently never documented our conversation on my account, as she
is required to. She knew she was wrong and to cover it up and protect
herself, she hung up on me before I could get the additional info.

I also would like to make it clear that the only time I think it is
appropriate to hang up on a customer is if that person is using
profanity or is abusive. Listening to a customer vent about a
frustrating experience with your company is part of a supervisor's
job. I was reasonable and polite, yet firm. I have spent many years
in customer service and retail, some of them in management...I assure
you, this was not handled properly and would not meet ANY company's
customer service goals.

Thanks again for the replies and I will report more details and the
outcome in the near future...

iuhq I.

I ran across your issue on the Planetfeedback website. If you will
please provide me your Sprint / Nextel phone number, and full name on
the
account, as well as the issue with you are having renewing your
account. I would like to turn this into the appropriate department in
an effort to get this issue taken care of for you.

Please contact me at the following email address
CustomerAssist-John@sprint.com

Thank you
John L.

It's really not fair to send a rant with no details, insisting a
company contact you for details. Very passive aggressive IMHO.

As said below, there has to be more to this. It seems like 99% of
letters about renewal are because someone was renewed without their
knowledge. However, you say you cant get them to renew.

I worked for VZW for six years as a Customer Care Supervisor.
Usually, we could not renew if you had outdated equipment, or a plan
that no longer existed. The plan and/or the equipment would need to
be updated before renewal. As a supervisor, I took a LOT of complaint
calls on that issue. Ther ewas nothing I could do, as the system would
nto allow the renewal and it was one of the rare issues an override
option did not exist.

It's always best to include the details of your complaint in your
letter and not ask them to contact you for them. That way they can
investigate and have answers for you prior to your call.

What happened?

Sprint has been having a hard time with certain customer service
issues. However, there's always a story.

This may be unfair, but your letter suggests that this was not a
simple situation of you wanting to renew. For most customers, renewal
takes no action on their part. Your contract expires, you go
month-to-month, you keep the same terms. Easy.

Given that you were a Nextel customer, I'm going to guess that your
existing plan is no longer being offered. Or, that you wanted to
negotiate with Sprint to keep you as a customer.

There is nothing wrong with trying to negotiate. I did it with Sprint
about a year or so ago and it worked out very well for me. However,
part of negotiating is the realization that you might not always get
your way. "No" does NOT mean that they don't like you, don't care
about your business, or don't want to retain you. Every customer
should assume that they are allowed to pick from the publicly
available offerings (see Sprint's web site). If you want something
different or special, you can ask. But you should never expect to get
it. When a company says that they won't give you what you demand, you
have a choice: accept what THEY are offering... or go elsewhere that
WILL give you what you want. In the mobile phone business, going
elsewhere does typically offer you something (like a free phone) that
you wouldn't be able to get by sticking with your current carrier.
However, this needs to be counterbalanced with what you lose. For
example, if you've had reliable service, switching is a horrible
idea.

Anyway, it would help if you explained what the fuss was about. Were
you asking for something special? Were they refusing to renew you
with your existing plan? What?

If they're giving you so much trouble as you try to renew, why not
just switch to another company? Are you trying to get a better deal
than you're offering? What did you do or say before the supervisor
hung up? THat normally doesn't happen in a vacuum.