Last night, I decided to have a conversation with somebody at this number and figure why they keep calling me and not leaving a voicemail.
SPRINT REP #1
You're getting the calls because a Sprint customer put your number down for a reference number. Can you tell me the account number of that Sprint customer?
ME
I have no idea who had this phone number before me. Cingular issued the phone number to me when I opened a new account with them last week.
SPRINT REP #1
I see. Well, we can't do anything about the phone calls you get from us unless we have that account number. The next time you get a call from our number, just pick up the phone and ask the rep what account number they're calling in reference to.
ME
But that's someone from your department! You could just look up my phone number and take it out of your computer system!
SPRINT REP #1
We don't have that ability here. You should call the regular Sprint customer service department. We're the finance department. They have a different system than we do and they'll be able to tell you the account number.
SPRINT REP #2
Hi, this is [Sprint REp #2], what's your Sprint account number?
ME
I don't have a Sprint account number. [Repeat story about daily phone calls]
SPRINT REP #2
You should just answer the phone and speak to the rep who calls you.
ME
How can I do that? I've had my phone out at work, and when I answer it, there's nobody at the other end! I find it slightly creepy to keep on getting these calls where no one's at the other end.
SPRINT REP #2
Well, we use an auto dialer, so there's a pause. That's why you don't hear anything at first.
ME
So you use a telemarketing tool?
SPRINT REP #2
Yes. We make courtesy calls.
ME
Well, I don't want your Sprint courtesy calls. [Sprint Rep #1] told me to call this other customer service number and I'm not allowed to speak with a human unless I have a Sprint phone number. I've never even been a Sprint customer and I certainly will never be after all this! If you use an auto dialer, why don't you just delete my number?
SPRINT REP #2
We'd have to do that manually and that would take too long.
ME
I want to speak to a manager.
Call transfers
SPRINT REP #1
The manager has left for the day. You should call the customer service number tomorrow because they're not in anymore.
ME
Then why did you give me their number to call about this issue?
SPRINT REP #1
I assumed that you were going to call them tomorrow.
ME
I want to resolve this issue today, not tomorrow. Anyways, I can't reach a rep unless I have a Sprint phone number.
SPRINT REP #1
You need to dial *2
ME
What does the Sprint finance department do then?
SPRINT REP #1
We clear accounts that have outstanding balances.
ME
So you're tracking down delinquent Sprint customers who don't pay their bills.
SPRINT REP #3
Hi, can I have your Sprint account number?
ME
Hi, I'd like to speak to [Sprint Rep #1]
SPRINT REP #3
She's on another call right now.
ME
[Repeat story about daily phone calls and conflicting information given by Sprint reps #1 and 2]
SPRINT REP #3
Oh, I heard her talking to you about that. Hold please.
Call transfers
ME
I want an address where I can lodge a complaint. I also want the number of your legal department so I can speak to them about these harassing phone calls.
SPRINT REP #1
I don't know the number of the legal department. There's also another department that could help you but I don't have their new phone number. I can give you the business services number. Maybe they can help you.
ME
Look it up! How can Sprint departments not know how to contact each other or what they do? You can't even tell me how to contact a human being in customer service with instructions that actually work! You keep telling me that I should take the time out of my work day and waste my cell phone minutes trying to fix YOUR mistakes! I am never going to have a Sprint phone and even after this issue is someday resolved, I'm going to write a letter about this!
SPRINT REP #1
Hold please.
Call transfers
SPRINT MANAGER
Hi, this is [Sprint Manager].
ME
Did [Sprint Rep #1] tell you why I'm calling?
SPRINT MANAGER
Actually, the message was a bit garbled. Tell me again please.
ME
Surprise, surprise that she couldn't even tell her manager the problem clearly.
[Repeat story about daily phone calls and all the crappy information provided by their so-called finance department]
SPRINT MANAGER
I can take care of this for you. I'll just put your number on the do-not-call list.
ME
Thanks.
You're getting the calls because a Sprint customer put your number down for a reference number. Can you tell me the account number of that Sprint customer?
ME
I have no idea who had this phone number before me. Cingular issued the phone number to me when I opened a new account with them last week.
SPRINT REP #1
I see. Well, we can't do anything about the phone calls you get from us unless we have that account number. The next time you get a call from our number, just pick up the phone and ask the rep what account number they're calling in reference to.
ME
But that's someone from your department! You could just look up my phone number and take it out of your computer system!
SPRINT REP #1
We don't have that ability here. You should call the regular Sprint customer service department. We're the finance department. They have a different system than we do and they'll be able to tell you the account number.
So, I called the other customer service number, only to be asked for my Sprint phone number by the computer system. I didn't have one, so I tried dialing zero, which didn't work.
SPRINT REP #2
Hi, this is [Sprint REp #2], what's your Sprint account number?
ME
I don't have a Sprint account number. [Repeat story about daily phone calls]
SPRINT REP #2
You should just answer the phone and speak to the rep who calls you.
ME
How can I do that? I've had my phone out at work, and when I answer it, there's nobody at the other end! I find it slightly creepy to keep on getting these calls where no one's at the other end.
SPRINT REP #2
Well, we use an auto dialer, so there's a pause. That's why you don't hear anything at first.
ME
So you use a telemarketing tool?
SPRINT REP #2
Yes. We make courtesy calls.
ME
Well, I don't want your Sprint courtesy calls. [Sprint Rep #1] told me to call this other customer service number and I'm not allowed to speak with a human unless I have a Sprint phone number. I've never even been a Sprint customer and I certainly will never be after all this! If you use an auto dialer, why don't you just delete my number?
SPRINT REP #2
We'd have to do that manually and that would take too long.
ME
I want to speak to a manager.
Call transfers
SPRINT REP #1
The manager has left for the day. You should call the customer service number tomorrow because they're not in anymore.
ME
Then why did you give me their number to call about this issue?
SPRINT REP #1
I assumed that you were going to call them tomorrow.
ME
I want to resolve this issue today, not tomorrow. Anyways, I can't reach a rep unless I have a Sprint phone number.
SPRINT REP #1
You need to dial *2
ME
What does the Sprint finance department do then?
SPRINT REP #1
We clear accounts that have outstanding balances.
ME
So you're tracking down delinquent Sprint customers who don't pay their bills.
I called the other number again, only to find that you're supposed to dial *2 from your Sprint cell phone, which I again, don't have!
SPRINT REP #3
Hi, can I have your Sprint account number?
ME
Hi, I'd like to speak to [Sprint Rep #1]
SPRINT REP #3
She's on another call right now.
ME
[Repeat story about daily phone calls and conflicting information given by Sprint reps #1 and 2]
SPRINT REP #3
Oh, I heard her talking to you about that. Hold please.
Call transfers
ME
I want an address where I can lodge a complaint. I also want the number of your legal department so I can speak to them about these harassing phone calls.
SPRINT REP #1
I don't know the number of the legal department. There's also another department that could help you but I don't have their new phone number. I can give you the business services number. Maybe they can help you.
ME
Look it up! How can Sprint departments not know how to contact each other or what they do? You can't even tell me how to contact a human being in customer service with instructions that actually work! You keep telling me that I should take the time out of my work day and waste my cell phone minutes trying to fix YOUR mistakes! I am never going to have a Sprint phone and even after this issue is someday resolved, I'm going to write a letter about this!
SPRINT REP #1
Hold please.
Call transfers
SPRINT MANAGER
Hi, this is [Sprint Manager].
By now, I'm seriously pissed about the lies/conflicting information provided by all Sprint reps.
ME
Did [Sprint Rep #1] tell you why I'm calling?
SPRINT MANAGER
Actually, the message was a bit garbled. Tell me again please.
ME
Surprise, surprise that she couldn't even tell her manager the problem clearly.
[Repeat story about daily phone calls and all the crappy information provided by their so-called finance department]
SPRINT MANAGER
I can take care of this for you. I'll just put your number on the do-not-call list.
ME
Thanks.
Insert screaming/ripping-out-hair here.
2 comments:
Sprint custserv is totally evil. Back when I had a Sprint cell plan, they double-charged my checking account (first attempt at payment online led me to an error page..dumb me tried to pay again) and ended up bouncing it, leading to fees from the bank AND from Sprint. It took me almost six months and a very annoyed complaint to the BBB before Sprint fixed the mistake, refunded me the fees, and paid the bank fees. About the only cell companies that haven't pissed me off are T-Mobile and Cingular. How are you liking Cingular so far? :)
No worries with Cingular so far. I've been warned about their customer service, but I'm sure that I can keep on asking them questions (à la Sprint) until I get a real answer. I had Cingular for a couple years when I got my first cell phone and never had a problem. Verizon once gave me a problem, but I took care of that as well.
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