WirelessWeek - July 09, 2007 Customer Service Troubles for Sprint Nextel By Teresa von Fuchs
Sprint Nextel is facing a veritable smear campaign from bloggers and the media regarding letters the carrier recently sent to customers "releasing" them from their contracts. Notices were sent to customers who frequently called Sprint's customer service department, and said that since the company was unable to resolve the users' technical issues "we are unable to meet your current wireless needs."
Sprint adamantly claims that only a "very small percentage" of customers with "irresolvable" service issues were affected. But letter recipients have testified, mainly online, to the contrary. One user claimed he called customer service repeatedly over the last few months due to a defective phone and the carriers' botched attempts to find him a suitable replacement. Another former customer said she called the billing department twice a month because of errors on her bill.
The company claims affected users called customer service on average
25 times per month over the last 12 months. Sprint graciously let customers off without an early termination fee, giving them until the end of July to find new service.