Allison and her husband wanted to reduce the amount of minutes they’re signed up for on their Sprint-Nextel cellphone plan. While that was a hassle in of itself and Allison ended up getting a phone with another company, the fun really begins once “”Insert SIM” started flashing on her husband’s phone (which is on the Nextel network, which uses SIM cards). Sprint seemed convinced that the SIM card had been reported as lost or stolen and couldn’t be activated. This was very bad as it was her husband’s business line. What followed were a series of 45+ minute call time waits, disconnected customer service calls, fruitless visits to the store, conflicting and confusing information given by different customer service reps and tech support personnel. During the fracas, her husband lost one customer who hadn’t been able to reach him during the outage. Over 100 days into the reign of new Sprint CEO Dan Hesse and shennanigans like the following story are still happening. Oh Danny-boy, are one of the “nukes” you have planned for revamping Sprint aimed at customer service?
By April 2, 2008