Posts in Companies That Could Do Better
I was going to give you all the details of my recent two day ordeal in dealing with Sprint PCS Customer Service, but I've decide it was too long a story. Instead, I will warn you about them. If you having billing issues that are anything other than the simplest of issues, expect a nightmare. It is likely that the first person won't be able to help you, and it is possible that their supervisor will fail miserably as well. Our situation involved changing phone numbers and getting new phones. Our problem was being billed for the same period of time on both the old numbers and the new numberss (old #'s were disconnected and replaced with the new #'s, at no time did we have all the numbers active). The problem was made even more complicated due to the billing errors being spread over two billing cycles.
All I wanted was an adjustment for the errors. I've got no problem paying what I am supposed to pay, it isn't like I was seeking customer satisfaction credits (the first rep asked how much credit I was looking for when I asked for her supervisor, and went on to say that perhaps she could just issue a credit, how much do you want?). Another rep (this one a supervisor) tried issuing credits for all kinds of stuff that wasn't billed wrong, but failed to see that I was being double billed.
Anyway, I hope you never have complex billing issues with Sprint. If you do, go ahead and call in as soon as you get the bill and recognize the error, and climb the chain of command as far as you can above the first two levels. You might have to wait for a callback, which is why you shouldn't put off the initial call.
I've added a new category to the weblog -- Companies that Suck. As you might guess, this category is where I will post information about companies whose products, services, policies, or employees suck.
Basically, whenever I have a problem with a company, I will write a post about it. Not to worry, I will keep it professional, and strive to present the facts -- no need for personal attacks. If a company steps up and resolves the problem, I'll write about that too. Of course, the next logical category is for Companies the Rock, or something similar. Maybe tomorrow.