Caroline (kittytech) wrote,

  • Mood:

Customer Service?

I got the braille copy of my cell bill from Sprint today and noticed that it had, what I can really only describe as the equivalent of a black line in print running down the right side of each page of the bill. It looks like two columns of A's going down, even on lines or pages that have nothing else on them. It made parts of the bill unreadable since certain numbers were cut off and replaced by these whatever-they-are-things. My balance, fortunately, (or is that unfortunately; oh wait, that comes back to the bill paying thing I was talking about earlier today), was untouched, and therefore I know how much I have to pay and when I have to pay it. So, it's not really a very big deal, accept for the fact that there were some parts that I wanted to read, and since there were some changes to my plan a while back I wanted to make sure I was getting the correct credits and things. So, I decided to call Sprint and let them know of my problem. Now, I have to say here that I really do like Sprint. I've been with 3, (well 4 if you count the changeover from Suncom to AT&T as two separate companies), since 1999, and I can honestly say that I've had better service with Sprint than with any other company. In August I will have been with them for three years, which is longer than I was ever with any of the other companies. Having said this though, I also have to say that there are times when I wish they hadn't merged with NexTel because they inherrited a lot of out-sourced workers, and I seem to have a problem with the language barrier. So, 9 times out of 10, I end up completely frustrated by the end of my conversations. The call went something like this after getting through the voice-activated system:

Rep: Thank you for calling Sprint PCS together with NexTel, my name is Jackie, how may I help you today?

Me: Hi, I get the braille bill andI just received my current bill today, but there seems to be a problem with the copy.

Rep: Okay, I can help you with that. Let me make sure I understand what your problem is. You have a question about your bill?

Me: (A little hesitantly), Yes.

Rep: Okay, do you have your bill in front of you?

Me: Yes, but ...

Rep: Okay, let me look up your account so I can assist you with your billing problem.

Me: I don't have a problem with the balance, I have a problem reading my braille bill.

Rep: Okay. Let me see if I'm understanding you. You don't have a problem with your balance but you have a problem with your bill.

Me: Yes, I'd like to request a new copy.

Rep: You'd like a new copy. Let me bring up your account information so I can take care of that. What's your account number, starting with the area code?

Me: 414-555-5555. (Don't try calling that, I don't know what you'll get. SMILE!)

Rep: Okay, thank you. For security purposes, may I have your name and password on this account?

Me: My name is Caroline Congdon, my password is ABAPITA. (And no, that's not my password, but if anyone doesn't know what that's an acronym for let me know and I'll fil you in. It just seemed really useful right now.)

Rep: Okay, thank you.

I heard her typing and typing, and I heard other people in the background on other calls. She was silent for about two minutes and then finally:

Rep: Okay, I have requested that you get your bill in braille. Is there anything else I can do for you today?

Me: I'm all ready getting my bills in braille, I'd just like a replacement copy for this one.

Rep: Right. You'll get a new copy of your bill.

Me: The braille copy, not the print?

Rep: Yes ma'am.

Me: Okay, just making sure.

Rep: Is there anything else I can do for you today?

Me: No thanks, I think that'll do it.

Rep: Okay, let me recap our conversation. You wanted to get a copy of your phone bill. Has your problem been resolved to your satisfaction?

Me: I just want to clarify again, this is the braille copy, not the print, right?

Rep: Yes. The bill is in braille. Is there anything else I can do for you today?

Me: No, I think this will do it.

Rep: Okay, let me recap our conversation. You want a replacement bill sent to you. Was your problem resolved to your satisfaction?

Me: (after a couple of seconds to bite my tongue), Yes ...

Rep: I'm very happy to hear that Ma'am. Thank you. We at Sprint are striving to provide you with the best possible customer service experience. Thank you for calling Sprint. Again, my name is Jackie, and you have a nice evening.

Me: Thanks, you too.

So, that's that. I honestly can't do this justice in writing because you just had to be there to fully understand the whole interaction. It just seemed to me like the braille part wasn't quite understood since she would never acknowledge it. And yes, she honestly backed up and asked me questions twice, that wasn't double typing. I think she had a script, and I interrupted it, so she had to back up a little bit to get the whole thing in. I said that I was satisfied with the call, but I honestly won't be satisfied until I see what kind of bill I get. I also just find it weird how she had to keep repeating back to me everything I said. I've seen this with other reps as well, so not sure if it's a new practice, or just something that certain people do. I just thought it was kind of interesting, and we'll see what kind of bill I get. I wouldn't even be concerned at all since I've got several other ways of getting the information, but I like seeing a hard copy of my bill so that I can check it for accuracy and things just like anyone else would. And, it's nice to have for archiving.

Anyway though, that's my story for the day. We'll see how it goes.

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