I'm going to rant. And this time it's about +Sprint
So this needs to be put on full blast because even if I deter just one
customer from Sprint, I will have done right by me and my customer.
A girl, about my age, came into Best Buy today and she wanted to move from Sprint Prepaid to Sprint Postpaid. Normally when a customer is going to or from the two, we have to contact the carrier and have them do something called a "migrate" so the customer retains their phone number and doesn't receive any early termination fees. It's generally a simple process and once we set that up, we can continue the activation as normal.
So I began the process and started gathering her information to create a Sprint account. Then once I got to the port-in, I called Sprint. The first rep to answer was either new, selfish or a combination of the two. I asked him to do a migrate and he instructed me to hand the phone to the girl. He then began asking her questions that I had already asked her. I thought it a little fishy, but I continued to listen. He then asked her how much she would like to pay for a down payment.Red flag.
I asked her to hand the phone back and I asked him what he was doing and he responded "I am just seeing how much she would like to put down on the phone." I responded, "That is not determined by the customer, that is the duty of the carrier to determine based on her credit check." He then tried to ask me how much the down payment appeared for me on my screen. (At this point in the process, I haven't even gotten to the credit check nor had the customer decide what size and color phone she wanted. This doesn't happen until after the number is ported.) It was clear he had no idea what he was doing. I asked to be transferred to his supervisor. He tried to keep us because he
wanted a sale because he
is on commission. I told him to transfer me again and he consented. I sat on hold.
The second rep asked me what the issue was and I explained it to her. She told me that since her department didn't initiate the process, she couldn't resolve it and said she had to transfer me back
to the first line. Again, clearly that first rep had no idea what he was doing.
The third rep was very quiet coming through, but I explained the situation to him. He seemed nice, but I had to keep saying "What was that?" and "I'm sorry, it's difficult to hear you. Could you repeat that?" and he began getting short with me and interrupting me as I would relay the situation and information to him. At one point he actually shouted as loudly and rudely as he could and interrupted me saying "HELLO, HELLO CAN YOU HEAR ME? CAN YOU HEAR ME NOW? HELLO?!" and he was so loud I had to pull my ear piece out. When I put it back in, a woman was on the line. Apparently she was his manager and snatched the phone from him because he needed a breather.
My fourth rep.
She asked me to hand the phone to the customer. I asked her "Why?"
"Just hand over the phone."
"No, I want to know why. The phone has been passed over to her too many times already. All I'm trying to do is mig--"
"Sir, if you don't hand over the phone, I will disconnect this call. We need her personal information and it cannot come from you."
"Fine." And I handed off the phone, again.
The customer was on the phone with her for a while, giving her the same information a second time. Then (based on the girl's responses) the rep began asking her some questions to prove she was who she said she was. The girl walked away from the counter for this part, to preserve her privacy, I assume. But toward the end of the phone call, she began getting tears in her eyes. She walked back over and handed me the phone. I asked what the verdict was and the rep told me she was not approved at all and that we had to contact another Sprint department for a credit check override. I told her that Best Buy does not attempt credit overrides and thanked her for her "help" and hung up.
I assumed the tears were about being denied after waiting in our store for over an hour, which I honestly thought was a bit of an overreaction. But I was wrong.
The girl told me that the woman asked her security questions and this is how it played out:
"How old is your mother?"
"Well, she's deceased."
"Okay, but how old is she?"
"What? I said she's deceased."
"How OLD IS SHE?"
"I said she's dead! What are you asking me for? You want me to math and figure out how old she would
be? She died at 44! Is that what you want?!"
"Ma'am if you keep up with the attitude I will end this call right here."
"Okay, okay. I'm sorry. Try 44."
Tears began welling up in her eyes again as she repeated the situation. I was shocked.
I apologized and told her that we don't do T-Mobile activations, and they likely would charge her a down payment, but they have excellent customer service and I have been happy with them. She thanked me and left.
And as she was walking out the door, it dawned on me that I should have gotten every single rep's name and employee number and done everything I could to get them all fired. I needed to make some noise about this. But all I have to go on now is the girl's name. And I'll likely never get ahold of those awful people again.
And these, ladies and gentlemen, are the kind of people that +Sprint
employs. This is how they train them.
Thanks for reading. I know it was long. I hope this sheds some light on the now 4th largest carrier in the US