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Re: Consumers Give Sprint Nextel Failing Grade in Latest Survey
Posted by: Jason Gertzen 2008-04-25 18:37:23
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Despite recent efforts to address customer service issues, a new industry study has concluded that wireless consumers still aren't very satisfied with Sprint Nextel. The Overland Park, Kan., wireless company ranked last in overall customer satisfaction among major carriers in each of six regions included in the latest J.D. Power and Associates report, released Thursday. Verizon Wireless received top honors in four regions, T-Mobile USA ranked highest in one and Alltel was best in another, according to the report.
I've been a Sprint CSR for about 8 months, and in that time customer complaints have not gone down or really changed. I continue speaking with customers on a daily basis who have one or more of the following problems: Repeated and/or incorrect transfers; billing issues stemming from a rep's error when a change was made on an account; a serious lack of memos on accounts, which leads to confusion about a customer's issue or problem; language barrier when speaking with reps in other countries; and last but not least, receiving incorrect information from reps or sales people (probably due to the poor training).
