is this an actual customer support tactic?

[Rallispec]

I called Sprint to cancel my cell phone plan last night-- was put on hold right away for nearly 20 minutes-- talked to a CS person for about 1 minute. He tried to talk me into keeping my plan, i said no. He asked me to hold on for a sec, was back on hold for another 20 minutes. He comes back, tries to convince me to stay one more time, i say no. He gets the idea, no more sprint.

My mom and I were ranting about this, and she figures that the long wait time on hold was so that people would just be like "eh.. being on hold for an hour sucks, not worth cancelling a plan over..." and never actually get around to cancelling service--- Meaning that the long hold times are intentional.

Is this an actual thing they do? Seems really dirty to me, but i wouldnt put it past them.

 

[MercenaryForHire]

I'd put money on it.

- M4H

 

[Angrymarshmello]

It's not a reputable one that I am aware of......don't know about Sprint though

 

[TheBoyBlunder]

Originally posted by: MercenaryForHire
I'd put money on it.

- M4H

As would I.

 

[DaveSimmons]

If this were a land line, I'd probably write a polite letter of complaint to the state utility commission and CC it to the attorney general's office. But since this is a national cell carrier I don't know if the states have any utility oversight. The state AG office might still be worthwhile, they can go after anyone doing business in your state, and every complaint they get brings them closer to taking action.

 

[Zim Hosein]

Originally posted by: DaveSimmons
If this were a land line, I'd probably write a polite letter of complaint to the state utility commission and CC it to the attorney general's office. But since this is a national cell carrier I don't know if the states have any utility oversight. The state AG office might still be worthwhile, they can go after anyone doing business in your state, and every complaint they get brings them closer to taking action.

Well if you cross state lines, then this would be a "Federal" offense right? 😕

 

[Rallispec]

Originally posted by: DaveSimmons
If this were a land line, I'd probably write a polite letter of complaint to the state utility commission and CC it to the attorney general's office. But since this is a national cell carrier I don't know if the states have any utility oversight. The state AG office might still be worthwhile, they can go after anyone doing business in your state, and every complaint they get brings them closer to taking action.

not sure if its going to make a difference or not-- but i did send them an email complaint.... maybe i'll send one over to the Attorney General as well.

 

[DaveSimmons]

Originally posted by: Zim Hosein

Originally posted by: DaveSimmons
... The state AG office might still be worthwhile, they can go after anyone doing business in your state, and every complaint they get brings them closer to taking action.

Well if you cross state lines, then this would be a "Federal" offense right? 😕

Yes, good point. Sending a second copy to the FTC might do some good, but state AGs can be more responsive to local complaints than the feds.

 

[Jhill]

I guarantee it is a tactic.

Call them and try to sign up for service. 20 bucks says you don't get put on hold for 20 minutes.

 

[Zim Hosein]

Originally posted by: DaveSimmons

Originally posted by: Zim Hosein

Originally posted by: DaveSimmons
... The state AG office might still be worthwhile, they can go after anyone doing business in your state, and every complaint they get brings them closer to taking action.

Well if you cross state lines, then this would be a "Federal" offense right? 😕

Yes, good point. Sending a second copy to the FTC might do some good, but state AGs can be more responsive to local complaints than the feds.

Don't forget to contact the Better Business Bureau that's located where the call center is as I've found them very helpful in the past as long as you can document everything in your complaint 🙂

 

[DaveSimmons]

All of which is work, but consider your complaint might be the straw that gets them investigated and maybe even fined. Make them suffer! 🙂

 

[Rallispec]

Originally posted by: DaveSimmons
All of which is work, but consider your complaint might be the straw that gets them investigated and maybe even fined. Make them suffer! 🙂

[mr. burns] excellent [/mr. burns]

i'll look into tomorrow.. too tired right now.



thanks for the advice everyone.🙂

 

[Bryophyte]

Go to Wduaqnug's forums for more contacts.