Sprint Says It Lost Some Of Those 2.8 Million Customers On Purpose

By August 8, 2008

By all accounts, Sprint has hit an iceberg and is leaking customers like the Titanic, but new CEO Dan Hesse says that they lost some of those customers on purpose because they were just crappy customers. As strange as this sounds, it does match up with what we’ve been hearing from (former) Sprint customers.

Hesse told the New York Times:

“We did it knowingly,” he said. “We are interested in quality, not quantity.”

After two quarters of hemorrhaging, Sprint has begun the process of trying to attract new customers, ones who pay their bills. This might prove something of a problem for a company that has the highest “churn” (the rate at which customers defect for other similar services) of the big three wireless companies.

Hesse says that potential Sprint customers don’t know that the company has improved. What do you think? Has Sprint improved?

Sprint Puts Positive Spin on Losses [NYT] (Thanks, Dan!)
(Photo: Maulleigh )

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Comments

  1. nerdychaz says:
    August 20, 2008 at 9:51 pm

    What makes me love sprint is their customer service. If you are a good customer, they treat you right. Furthermore, their customer service is based in the USA. This is important to me. I have had problems speaking over the phone to people in India reading off a script. (after a while you learn their script and how to manipulate it like a touch tone recording)

    Anyway back to sprint.

    I joined up when Nextel and Sprint were seperate companies. I enjoyed my Nextel service and was happy with it. After the merger, Nextel service began progressively to drop a lot of my calls. However, I was also in more urban areas where Nextel did not have as much as a base. After a while of this poor service, I recieved a call from a CSR. He direct marketed the new Sprint / Nextel combo phone (Motorola Nextel ic402) to me. That night I looked at the coverage map of sprint, nextel, and the combo service. I found that the combo phone was exactly what I wanted: A phone that always had signal, Direct-Connect (work related), and texting). I went the next day and bought the phone.

    Another time I had lost my phone and then found it a day later. Someone had took the phone and racked up $300 of 1-900 calls on it. Sprint got rid of them. Let me repeat that SPRINT ATE THE $300+ IN CHARGES. I was elated.

    In summary: Customer Service, Solid Product, Supporting the Nation’s Economy by staying in the states, Motorola based in the USA, they have a customer for life.

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