Sprint ditches “problem” customers

Okay, so we know that Sprint doesn’t have any prepaid services of their own (though they have plenty of prepaid MVNOs), so this story isn’t exactly prepaid related. But once we saw it, we knew we couldn’t pass it up. It seems that Sprint, in an attempt to clean up its service, has jettisoned a few of its more problematic customers. Or, at least, the customers it considers most problematic. And they didn’t even have the courtesy to call these customers up. Instead, they got a form letter.

We know it’s been said before, but the letter is worded like your boyfriend/girlfriend breaking up with you in the most amicable way possible. To wit:

Our records indicate that over the past year, we have received frequent calls from you regarding your billing or other general account information. While we have worked to resolve your issues and questions to the best of our ability, the number of inquiries you have made to us during this time led us to determine that we are unable to meet your current wireless needs.

Yep, nothing like ditching the people who speak up. The squeaky wheel gets the axe, at least according to Sprint.

From our experience, the people who call to complain the most are the ones getting the short end of the straw. It’s not that they’re idiots and don’t understand the service, it’s that the service provided to them isn’t of the quality promised. So in a way, Sprint is doing these customers a favor.

These lucky/unlucky customers have until the end of the month to find a new service and port their numbers. So now they can go annoy other wireless carriers. Just kidding. Kinda.

[Gizmodo]

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5 Responses

1. Sprint’s subscriber purge part of larger picture | Prepaid Reviews Says
   

   [...] we did not think that Sprint was dumping a few of its customers just for the heck of it. After all, it costs between $300 and $350 to recruit a new subscriber [...]

   
   Posted on July 9th, 2007 at 11:18 am
2. Nate Says
   

   I want to know the legality of Sprint’s new “customer service” policy. In cutting the customer, is it contractually legal to require them to pay the early termination fees.

   Sprint, these are your customers. They are going to ask questions, and no matter how annoying it is or demanding of your business, it’s really your job to help them. Ditch them if you want – but you’re getting egg all over your face.

   
   Posted on July 9th, 2007 at 5:25 pm
3. Steve Says
   

   Thanks for the comment, Nate. I felt the same way as you did, until I read an article where Sprint justified the move. A story on it will be up later today, but let’s just say for now that we’re not talking about people who called customer service five times a month.

   
   Posted on July 10th, 2007 at 8:15 am
4. Sprint immediately back in our bad graces | Prepaid Reviews Says
   

   [...] we were ticked at Sprint for what we thought was heartlessly dropping some of its customers. It was a great bandwagon while [...]

   
   Posted on July 11th, 2007 at 10:13 am
5. Sprint rushes to new MySpace Mobile | Going Cellular Says
   

   [...] 2005. So, in an addition to drop a few extra pounds and prepare to come back onto the scene, they dropped their “problem” customers and picked a new marketing direction. They’re focusing on data services, so it makes sense [...]

   
   Posted on December 14th, 2007 at 9:34 am

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