Sprint drops customers who call too much

Mobile phones


I believe it was Basil Fawlty who said, “this would be a wonderful hotel, if it wasn’t for the customers.” Sprint Nextel seems to have taken the same attitude. On June 29, 2007, Sprint sent letters notifying some customers that their service would be canceled by the end of July due to excessive calls to customer service. “Our records indicate that over the past year, we have received frequent calls from you regarding your billing or other general account information,” the letter reads. “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 has led us to determine that we are unable to meet your current wireless needs.” Sprint has long had a reputation for poor customer service (which I’ve personally experienced) and for the first quarter of 2007, it reported a loss of 220,000 post-paid monthly subscribers. It is clear that Sprint have dropped the high-maintenance customers as an attempt to conserve resources, but fail to see that this attitude is what cost them money in the first place. [GT]

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Gabrielle Taylor
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