UPDATE: A representative from Sprint has since contacted me after noticing my post, apologized, and provided the information sought after. David Harper
At Winksite, we test our service on many phones across many networks. Volunteers overseas (along with our log reports and emulators) keep us informed on how we’re doing abroad. In the US we also have volunteers who watch over us but for daily testing we like to keep several phones on hand across several US networks – Helio, T-Mobile, Cingular, Verizon, and Sprint. Needless to say it’s always a fun day when we head over to one of the local stores here on Long Island to pick up some new phones.
Well today we needed to upgrade our Sprint line-up so a couple of us drove over to the local Sprint store. We had preselected a few phones online but we like to check the mobile browser type and version be purchasing to make sure we’re sampling a range of releases. Sometimes though display models on the floor are not the working models so we can’t check ourselves. That being the case with one of the phones we were looking to purchase we walked over to one of the sale assistant’s for help. The “Retail Communications Consultant” told us that he didn’t know what the browser was and that we could check for ourselves online. I mentioned that the browser type/version wasn’t available online – that this was important to us – so could we look at a working model. He told us that wasn’t possible but that we could call Sprint tech support. We were looking to make an immediate purchase during our lunch break so I asked him if he could facilitate that call and help us get the information we needed. Note: There were several “Retail Communications Consultants” in the store at the time – we were the only customers.
He abruptly responded, “No. I won’t”, and handed me a piece of paper that he had hastily scribbled the number on.
He went on the say, “That if I needed to know what the browser was I could find out myself.”
With surprise I then said, “So here I am – a customer – wanting to buy a phone – you won’t find this out for me? You’re not willing take a few minutes to do that?”
To which he loudly and quite arrogantly responded, “No, I’m not willing to do that.” The other sales people, who were aware of the dialog between us offered no assistance. They were too busy chatting with each other a few feet away.
I said, “Your kidding me right? You won’t help me?”
The “Retail Communications Consultants” said, “No. I’m not.”
Incredulous that this was his attitude, I simply said “Fine”, crumbled the paper with the number and tossed it back to him.
“Thanks for valuing me as a customer”, and turning to the person with me I shrugged, rolled my eyes and said, “Let’s go.”
What a bummer, “Buying New Phones Day” had turned a bit sour…
…and after enjoying Sprint’s “Ambassador” program in the past, and thinking well of them, I’m now left at a loss as to what to think.
Customer support has always been important to me – I practice what I expect. My family having been in the food business taught me to be polite and helpful – my job was to ensure the customer always had a great experience, and that you needed to please people one forkful at a time.
So, if anyone from Sprint Customer Service reads my blog (or has the ear of Gary Forsee, Sprint CEO) – I ask you and him. What the fuck?
On another note, we received the new Ocean the other day from Helio (an MNVO working off the Sprint network.) We needed to change the number; they did so without fuss and the support person ended the call with, “I hope this number is lucky for you.”
Now that’s an attitude that makes you feel good.