No Respect For Long-Term Customers
June 26th, 2009
No comments
I have been a continuous customer since 1997, mere months after Sprint PCS came into existence. I have never left, and never even looked at any other provider. Essentially, I have been extremely faithful in the relationship. Over the nearly 13 years of being a Sprint customer I have increased my account to have eight lines. Initially I was overpaying for this service, later it became a relative bargain. In that time I have tolerated all the growing pains that Sprint has gone through as it grew from a third-tier provider to become a real player in the market. At no time was I unfaithful to Sprint.
Â
Everything has changed now and I am extremely angry with Sprint. Up until now I had the impression that Sprint valued their existing customers, and especially their long-term customers. With the new strategy in place it has become clear to me that I am no more valuable to Sprint than any new person walking into the store, even those people who jump from one mobile carrier to another whenever there is a bargain to be had. Here is my complaint: Sprint has introduced two new phones that require that the customer be on "new" plans that are standardized such that anyone can get them, and Sprint offers absolutely no incentive to the loyal customers who have been the backbone upon which Sprint has grown. For my eight lines of service, and after all loyalty rewards vanish in nine months, my prices will double if I want to use either new phone (like the Pre). What is worse, if I do nothing now and just stay away from the new style phones my costs will increase by $50 in nine months no matter what happens. On top of that, as new phones are released it has become obvious that Sprint has a strategy to make them all not be compatible with my old plan, thus forcing me to eventually double my expenses. The Pre and the Samsung phones are a sign of the direction in which Sprint is moving, and it is actually quite devious.
Â
I have spoken with many people, including a high-ranking gentleman in the retention department who had the audacity to walk me through Verizon and AT&T’s websites to help me "shop the competition". What I told him is that should I be treated poorly by my mobile provider I would rather it be with somebody who I have not committed 13 years to instead of somebody whom I believe owes me some loyalty and consideration in return.
Â
I am on the cusp of leaving Sprint, even if it costs me more money than I am currently paying. I figure if I am to be treated like just another new customer, I might as well be just another new customer.
Categories: Sprint accessories, cards, chat-with-buzz, community-user, container-bread, copyright, direct-connect, family, search, smart, Sprint, sprint-com
Recent Comments