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Sprint Nextel offers a free 30-day trial of its EVDO modem included in a Sony Vaio model—if you can get them honor that: James Martin of PC World spent an inordinate amount of time getting Sprint to honor a coupon expiring Dec. 30 of this year for a 30-day free trial of Sprint Mobile Broadband. He had to make multiple calls and visit a Sprint store to get the deal in the first place, and make two calls and send two faxes to get the service canceled without him being charged. Unacceptable.
That’s a strategy, not an accident, or Sprint’s internal customer support systems are incredibly poorly designed. The latter is more likely. While Sprint told Martin regarding the free sign up that representatives are being trained and should follow procedures, in the latter provided no real explanation for the charge and his problems in getting it removed.
Any decent support system shows account details when a customer’s account is pulled up, including things like any special promotions, and when they expire. The conclusion is that Sprint has terrible back-end systems, not an unusual state of things.
Posted by Glennf at December 5, 2007 2:13 PM