Michael wrote in to let us know that in spite of Sprint’s customer service shortcomings, the company is happy to give a discount to those customers who have remained with the beleaguered wireless provider. Here is the email exchange Michael had with Sprint…
I have been a longtime loyal customer with SprintPCS. I have friends that have gotten loyalty discounts of 10%-15% and 500 free text messages a month for being long time customers.
I would like to know if I can get a loyalty discount and free text messaging.
Again I have been a long time loyal supporter of Sprint. A customer appreciation discount would also help offset the cost to me when I add a line in the near future for my daughter and son.
Thank you for your help.
Soon after, Sprint emailed Michael, and after promising to “surely resolve [Michael's] concern to [his] satisfaction,” they did just that:
Thank you for contacting Sprint about the loyalty discount and free textmessages. I will surely resolve your concern to your satisfaction.Yes, you have been a long time customer since 2004. In fact, you have been a long time member of Sprint family. We do appreciate your loyalty and long association with us. Now, it is our turn to offer something for your loyalty and long association with us.
I am happy to confirm that a 5% Employee discount has already been added to your account as of March 11, 2008. Going ahead, I have also added a 10% loyalty discount on the account effective March 11, 2008. Now, you will receive a 15% discount in total, from the next invoice onwards.
I have also added 500 text messages pack to the line number xxx-xxx-xxxx. Please be assured, It is absolutely free for you.
To avoid the additional charges for sending and receiving 6 text messages, I have also added the pack from the first day of the current bill cycle. I would like to assure you that the account will not be charged for any additional text messages on line number xxx-xxx-xxxx.
We always love to assist our valuable customers in every possible manner. Therefore, I have made the necessary changes on the account to receive the discount of 15% and free text message option on line xxx-xxx-xxxx.
We appreciate your business and look forward to assist you.
We have mixed feelings about Sprint. Although they are the subject of stories discussing customer service meltdowns, being sued for illegally extending contracts, and inviting them to die in a fire, they also tend to listen when you complain, so much so that they set up a hotline just for Consumerist readers’ problems. The lesson with Sprint appears to be that you get what you ask for. Has anyone else been successful getting loyalty discounts with Sprint or other wireless providers?
(Photo: Spidra Webster)
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got corporate, loyalty discount, free txt, and discounted vision along with discounted phones. all depends on the luck of the person u call in the cancellation department.
Sprint, as a company, might be taking customer service seriously. That certainly hasn’t filtered down to all their reps yet, most of whom have no clue. I am dealing with them right now about a $100 service credit…made 8 phone calls so far…might have to break out an EECB.
What number are you guys calling or who are you e-mailing? I’ve called Customer Service twice and then asked for Cancellation once and no luck. They say I’m not eligible because my contract isn’t up until 2009, even though I’ve been a customer since 2003.
Just pulled this off today. Got an email back saying I will be getting 500 Free Text Messages and a 10% “Loyalty” discount. Fingers crossed that is shows up on the next statement.
Sprint still has a serious customer service problem. There are good outsourced CSR. There are some terrible CSR in the U.S. They need to fire bad employees from the top management to CSR, Team Managers, Trainers, Quality Assurance, …. There are many people who treat Sprint customers and employees badly.
Well, I called to talk to a rep/store reps didn’t know what I was talking about, says I have to talk to hotline employee, so basically, got signed up for two years without knowing about it. Called customer service, they couldn’t do anything about it. So I called the consumer hotline she said she would investigate it and get back to me. That was at 12 o clock, which was 10 hours ago. SO I will have to wait to see what happens tomorrow.
@Loker: As of 1 1/2 weeks ago it wasn’t so.
Thanks so much for the tip. I left a message for Sprint and within a few hours, they replied and gave me a 15% discount!
@vastrightwing:
Glad someone agrees with me, lol.
@vastrightwing:
GLAD someone agrees with me, lol.
@vastrightwing:
GLAD someone agrees with me, lol.
@krez:
Call the Sprint Consumerist/Consumerist Sprint Complaint Hotline #. The # is (703)433-4401
@Azazel024:
Call the Sprint Consumerist Complaint # I just posted and ask to speak to or ask the rep to email Latricia Jackson. She is an executive with Sprint and she is AMAZING!! She helped me out with my phone bill and she gave me a free phone as well. Please update and let us know what happens. Thanks and good luck.
I’m posting this comment to encourage Sprint customers to ask for a loyalty discount– I did, and Sprint really did pony-up to retain me as a subscriber.
I was really and truly going switch carriers. I called them to ask a question about porting my number, and was transferred to Retentions. Having read the post by the former Retentions person on The Consumerist, I kinda knew what to expect and what I might ask for, but not exactly.
After I asked a couple of basic questions about my expiring contract, the Rep asked me why I was thinking of switching. I said, “I dunno. I think I can get better service elsewhere. I’ve been a loyal customer of Sprint for a lot of years (7), but I think it’s time to try somebody else.”
He asked, “Can I try to offer you something to keep you as a customer?”
“Sure,” I said.
Just so this is clear: I have a 400 minute/$40 plan (formerly “Fair & Flexible”). No texting or web browsing plan, no insurance– no extras at all. I’ve always chosen the basic “free” phone along with my 2-year contract. I say this to emphasize I’m NOT by any means a high-dollar, high-profit customer.
With no further discussion, this is what the Rep proceeded to offer me:
$10.00 per month discount
200 additional Anytime minutes
Nights starting at 6pm (instead of 7pm)
Free Sprint-to-Sprint
100 free monthly texts
Free “Pick 3″ service, which is a new service like T-Mobile’s “Faves.” The Rep took down my three numbers right then.
I asked if this would require signing a new 2-year contract and he said no, only a a 6-month extension. After 6 months, the price would go back up to normal, but the new services would stay intact.
I thought about this offer for about 10 seconds, and I bit. I think Sprint (or this Retentions Rep at least) showed me they still want my business.
So, here’s proof you sometimes get what you ask for (or more).
THANKS CONSUMERIST.COM — KEEP UP THE GOOD FIGHT!
I would be skeptical that that would entail a contract extension.. Sorry to be the bearer but I would definitely ask on this one!!
It is all based on the ARPU spent on the account.. If youdon’t spend more than at least $60 per month then the discount is at minimum discount of $5-10 per month.. ARPU is Average Revenue Per Unit spent which can be calculated per unit and divided by number of cells and that is your basic ARPU on your account. If you spend more than $80 per unit then you get a chunkier discount from retention
@FromThisSoil:
From this Soil
Let me know how things turn out for you when you renew, I am also renewing in May.
I have been with Sprint since 1999. Traveled about everywhere across the USA with very good service at home and where I traveled until 2006. Something happened to to at home area coverage because ” can you hear me now” conversations were the most common. My phones were running down the batteries “Searching for Signal” . My Sprint said I needed to Update my phones, then gave me new phones to no avail. I used less minutes per month, reduced my plans to minimum and Sprint “Retention” gave me 15% off and gave me their lowest plans and even free 3rd line. Well just two months ago they split my family plan so I could go to another company if I wanted, and gave me a 300 min,free Roam, 7-7 nights/wknds for $7.50 each line. I will not complain about Sprint with that deal ever. I’ll keep it for each phone even if I get a Data Smart phone down the line some time. I plan to try the Sprint Blackberry or Instinct for 30 Day trial at least. Go Sprint just add a new tower closer to my home.
No Checha