Communication Breakdown
Communications from the world of, er, communications. And other stuff.
Friday 13 July 2007, 10:17 AM
Customer support? Get lost...
Brilliant story here from the BBC, which reports that US comms giant Sprint Nextel has ditched a thousand customers who committed the heinous crime of calling their customer support line too often.
Sprint claims the average number of calls per month from these customers was between 40 and 50, but the worst cases were apparently calling hundreds of times a month on the same issue - which kind of makes you wonder how bad the not-so-terrible cases were. Exactly how much do you need to hassle a phone company before they drop you?
PreviousComments on this post
But are the services offered by Sprint, normally "professionally" run? If the people with dropped contracts were complaining for the sake of complaining, ( and any business knows there are a few who will do this without real reason ) the company might have taken the view that perhaps unjustified complaints were saturating their facilities available for justified complaints and to maintain a professional service clear for real comlainants decided to be selective. Is this the case? If this is the case, I think their decision is infinitely preferable to certain carriers who cut people off when complaining, never answer the telephone. re-route calls to some remote region, or simply ignore the customer. I remember being told once on the telephone in a very justified complaint I was making, "that letters of complaint are not read. There is no point reading them, because such letters are automatically thrown away"
No further words !!
Regards Lindsay.
