If you’re shopping for a Sprint phone and or plan, you might find this six documents useful handed to us by one of their recently fired customer service reps.
leaks
80 Sprint Department Phone Numbers
By 4.27.07
Inside, a list of 80 different Sprint company phone numbers by department.
A Document Alltel Looks At When You Want To Cancel Cellphone Service
By 4.26.07
Inside is an official Alltel internal company document on what they’re supposed to do when customers call up asking to cancel their cellphone service.
LEAKS: Comcast Slideshow Details Plan To Charge For Previously Free Tech Calls
By 4.23.07
According to an internal Comcast Powerpoint we received, starting this month, the cable provider gives even less of a damn about residential customers. Highlights include:
AOL Made Reps Give Out One Piece Of Tech Support At A Time, Making Customers Call Back Again And Again, And Get Upsold Every Time
By 4.20.07
A former AOL tech support rep confesses one of the worst parts about his job. AOL had a policy called “One Call/One Resolution” which basically meant that they were only supposed to dole out ONE troubleshooting step when you called. Then they were supposed to pass you off to someone who tried to upsell you to DSL or some video computer courses. The result was that customers had to call in call in call in, just to get the most basic problem solved.
AOL Already Planning To Go Free Well Before Vincent Ferrari Came Along
By 4.20.07
This gut-spilling from a former AOL employee helps confirm what we suspected all along: While it definitely spurred them to action, AOL already had the plan to switch over to a free, browser-based, ad supported system well in hand before Vincent’s call blew up.
AOL Changed Policy On Customers Recording Calls 10 Days After Vincent Ferrari Uploaded His
By 4.19.07
Vincent Ferrari uploaded his famous AOL cancellation call on June 13th, 2006. A screenshot from AOL’s internal database shows that 10 days later AOL revised its policy for what reps should do if a customer says they’re recording the phone call.
40% Geek Squad Downsizing Memo? Not That I Know Of, Says Founder
By 4.18.07
When reached for comment, Geek Squad founder Robert Stephens said he knew nothing about 40% tech staff reduction / have-more-repairs-done-remotely-by-techs-in-India memo as described by our tipster. In fact, he said he’d like to see it if we did ever end up getting it. Anyhow, as far as staff reductions go Stephens said, “There has been restructuring since we launched within Best Buy and the most recent was back in Jan/Feb but that’s old news – and quite public.”
LEAKS: Enterprise Store's Insurance Upsell Cheat Sheet
By 4.10.07
At least one Enterprise rental place has a cheat sheet for manipulating buyers into buying what is sometimes unnecessary car insurance. Here’s a transcript of the document one of our readers snagged from an Enterprise in Fort Lee, NJ .
80% Of Geek Squad Employees Say They Don't Use Anti-Static Wrist Straps
By 4.9.07
56% of Geek Squad employees responding to a poll on a company online forum said they found “no reason” to use anti-static wrist straps when repairing customer’s computers.
Rumor: iPhone Battery Lasts For Only 40 Minutes Of Talk Time
By 4.5.07
The iPhone battery lasts for only 40 minutes of talk time, according to intel tech guru John Dvorak received from an inside Cingular source.
LEAKED: 6 More Geek Squad Manuals
By 4.5.07
Here’s 6 more Geek Squad manuals. Combine this with the 6 we’ve already posted and soon we’ll have enough info to open our own franchise.
INSIDER SECRETS: 5 Ways Best Buy Ruined Geek Squad
By 4.2.07
Five ways Best Buy drives the costs out of the system, sullying Geek Squad CEO Robert Stephen’s vision of superlative computer repair, as told by a former Geek Squad Senior Agent.
LEAKED: 5 More Geek Squad Manuals
By 3.30.07
Here’s 5 more Geek Squad manuals. They’re not a fascinating as the troubleshooting manual, but perhaps if you use the Geek Squad you can use them to make sure they’re doing their job right. Or you could learn how to open up your own Geek Squad store. Sort of like a lemonade stand, except instead of turning lemons into a tasty beverage, you turn laptops into lemons.
Good Things We Found In The Quiznos Manual
By 3.19.07
We’ve been harshing on the Quiznos manual in our possession, but there’s actually some good stuff in there about customer service.
Consumerist Invites You To Join Whistleblowers Anonymous
By 3.16.07
We know many of our readers work at the companies that we write about, and we’ve started a program specifically for you. It’s called Whistleblowers Anonymous and it can help you overcome your addiction to corporate douchebagism. Through Whistleblowers Anonymous you can help your customers, your fellow humans, and yourself.
