Saw an unusual charge on my Sprint bill, so went online to check it out. Turns out Sprint has a handy online Support Chat, so I thought I’d give it a go. Has to be more efficient, since you don’t have all that extra “chatty” stuff to deal with.
Let me share with you just how helpful they are. If you’re smart, though, you’ll just skip to the end.
Connected to sprint-ap1.cnxchat.com
| Your session ID is 8563309. | ||
| Time (Eastern) | Details | |
| 01/25/2010 10:39:48PM | System: “Please wait and the next available account specialist will be with you shortly.” | |
| 01/25/2010 10:39:54PM | System: “If you are chatting today for Technical Support, please call (888) 211-4727.” | |
| 01/25/2010 10:40:00PM | System: “.” | |
| 01/25/2010 10:40:08PM | System: “Thank you for waiting. At Sprint, we take your account security seriously; please be prepared to provide your account PIN or security answer. If you haven’t created them yet, please visit Sprint.com/pin.” | |
| 01/25/2010 10:40:14PM | System: “.” | |
| 01/25/2010 10:40:22PM | System: “Thanks for your patience. We look forward to chatting with you.” | |
| 01/25/2010 10:40:28PM | System: “.” | |
| 01/25/2010 10:40:36PM | System: “While you wait, did you know you can check usage or review your account balance online? It’s fast, easy and available 24 hours a day, 7 days a week.” | |
| 01/25/2010 10:40:42PM | System: “.” | |
| 01/25/2010 10:40:50PM | System: “Simply visit Sprint.com and sign into your account for a usage summary. Please continue to wait; the next available specialist will be with you shortly.” | |
| 01/25/2010 10:40:56PM | System: “.” | |
| 01/25/2010 10:41:04PM | System: “Thank you for waiting. We will be with you as soon as possible. Did you know that you can pay your bill online at Sprint.com?” | |
| 01/25/2010 10:41:10PM | System: “.” | |
| 01/25/2010 10:41:18PM | System: “Visit Sprint.com/paybill and sign into your account. Online bill pay is fast, easy and available 24 hours a day. We appreciate your patience.” | |
| 01/25/2010 10:41:24PM | System: “.” | |
| 01/25/2010 10:41:32PM | System: “Check out our how-to videos that will have you managing your Sprint account in minutes. Whether you’re registering for the first time or activating a new phone, see how to do it all online at Sprint.com/howto. Please continue to hold.” | |
| 01/25/2010 10:41:38PM | System: “.” | |
| 01/25/2010 10:41:46PM | System: “We appreciate your patience.” | |
| 01/25/2010 10:41:52PM | System: “.” | |
| 01/25/2010 10:42:00PM | System: “We’re sorry for your wait. You’re welcome to continue to hold. If you’d prefer to email us your question, please type Sprint.com/emailcare in your browser and complete the email form. A specialist will respond to your inquiry within 24 to 48 hours.” | |
| 01/25/2010 11:04:44PM | Session Started with Agent (Chrisella) | |
| 01/25/2010 11:04:44PM | System: “Thank you for contacting Sprint. My name is Chrisella. In order to better assist you; may I please have your first and last name?” | |
| 01/25/2010 11:04:44PM | Bailey: “I have a question about my account” | |
| 01/25/2010 11:04:55PM | Session Ended | |
After waiting, and watching the screen for 25 minutes, I made the mistake of looking away, and had 11 seconds to get an answer. I lost.
My contract ends with them on 3/24/10. I’ll be shopping around.
The chat ended abruptly, and then I got this:
| Help us get better! |
| int. | Please take a moment to fill out the survey. It should only take about 1 minute to complete. Your responses will help us better serve your needs. Please complete the survey below, and click “Submit”. All text boxes are optional. Thank you! |
| q1. | How would you describe your overall satisfaction with your Chat experience with Sprint? |
| q2. | Did the chat representative understand your questions or problem? |
| q3. | Was the chat representative knowledgeable? |
| q10. | Did the chat representative treat you with the right level of care and concern? |
| q4. | Was this the first time you contacted Sprint about this issue within the past 45 days? |
| q9. | If you hadn’t been able to chat today, how would you have contacted Sprint? |
| q5. | Was your issue resolved on this chat session? |
| q8. | Will you be calling customer care to follow up on this particular issue? |
| q7. | We would like to know what we did well or how we can improve. Please provide any additional feedback below. |
I think Sprint had 2 goals for this chat session:
1. To inundate me with so many ads, I just couldn’t help myself, and buy something. (Nope)
2. To make sure I gave up and don’t bother them anymore. That’s exactly what’s going to happen next.
Buh bye.
