Sprint Defines Excess Roaming As 800 Minutes/mo Over 6 Months
Posted on 20 April 2008, at 3:03 pm, by Wayne Schulz
If you missed Sprint’s August 2007 chat with VP of Customer Experience Jerry Adriano, you’ve got another opportunity this coming Tuesday April 22, 2008. Join Sprint’s live chat and learn about new programs that Sprint is launching as well as get a look at new policies and programs yet to be launched. During the last chat Jerry answered some pretty pointed questions including defining for the first time ever (that I have seen) what Sprint considers excessive roaming (800 or more roaming minutes per month for at least 6 months). You may recall that some Sprint subscribers had received “excessive roaming” cancellation notices within the last year. The online session will last an hour and is free and open to all. There is an opportunity to ask your own questions.
Link: 4/22/08 Sprint Conference Call – Enhancing The Customer Experience Part 2
Link: Transcript of prior conference call – August 13, 2007
Some highlights from the August 2007 Conference Call:
Q: I heard also of people getting terminated due to excessive roaming. What is Sprint’s definition of ‘excessive roaming’? Is it 40%, 50%, 200 minutes, what exactly is it?
Excessive roaming was identified 800 or more roaming minutes per month for at least 6 months.
Q: I see that Sprint is slowly bringing customer service back to Canada (from India) – which is a great move. Do you know if this will be a full switch to the Canadian call centers, or just certain ones? – I know as a customer getting a Canadian center is a lot more positive experience than getting one in India.
Only a small percentage of our customer service representatives are outside of North America. We don’t have any reps making or receiving calls in India, but we do have some reps in the Philippines. We are continually evaluating how to provide the best level of customer service and one of the critical elements that we look at is where the representatives are based. We will be looking at the mix of offshore to North America as part of our 2008 planning.
Be sure you mark your calendar for Tuesday April 22, 2008 at 3pm EST for the next one hour online conference with Sprint.
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April 21st, 2008 at 1:52 am
This should be interesting. I had a Sprint SERO plan for one day and cancelled due to poor customer service. I had heard about their customer service, but SERO was just so tempting!!! In the end it just didn’t work out. It will be very interesting to see how Sprint’s future plays out.