Centric Habits Enabled Sprint's Dramatic Turnaround

On June 29, Sprint sent letters to more than 1,000 subscribers, saying their service had been terminated because of their excessive calls to customer service. Shortly thereafter, Sprint launched unlimited data plans, one of the key reasons our family has remained loyal” over the years. And there are plenty of posts on message boards and forums about AT&T customers reporting bad service. And I again had the Sprint store representative explicitly confirm that the above important features would still be present on my new plan.

Sprint does not care about their loyal customers. He claimed that even customers of other providers, such as AT&T, Verizon and Comcast, could see price cuts as those companies respond to the business moves of the new company. If you're looking for a less expensive option, Sprint has prepaid phone plans.

AT&T and Verizon, the industry's behemoths, are recruiting Sprint customers who have grown tired of years of inattentive customer service and a lackluster array of cellphones. Sprint has the highest churn rate among its peers, 2.45 percent, which is why Mr. Hesse's first order of business was to make sure customers knew that someone was listening.

In theory at least, wait times for Sprint customer service should shorten. I was a Sprint customer from 2000 to 2003, but switched to Nextel because I was not satisfied with Sprint's customer service. At Sprint, we help our customers make these connections, allowing them to do more, strive for more and enjoy life to the fullest.

Sprint's network has also been a cause for concern. Troubles as broad as poor customer service, a poor 4G network, a small number of retail outlets and a shaky brand image are almost impossible to overcome, at least in the short term. Compared to other major providers , Sprint's plans are about as cheap as it gets.

The long-term plan is to have all Sprint customers moved to the new T-Mobile within three years — that's 2021. And from what the company has said, it plans to build a 5G-ready network to fill in those gaps. Sprint's service problems show up in several pieces of important research.

They are crooks and do not care about the customers once they rope them into service. That's right, in June 2007 Sprint fired about 1,000 of its 53 million wireless customers for excessive calls to the contact center, mostly for billing and general account issues.

Thanks to the lack of meaningful oversight, companies like Sprint are able to lock their customers into lengthy and confusing contracts, and to Sprint charge for incomplete calls and other unsuccessful transactions. As of December 2012, 2,700 Ninjas were helping to improve reputation using their personal networks to engage with customers.

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Called Sprint Customer Service (useless) - said they would send another one. Sprint's overall customer satisfaction improved dramatically from a horrible 56 in 2008 to a competitive 71 in 2013, similar to its major rivals. Although Sprint is offering better deals, beating revenue estimates, and increasing its competitive edge, it is still suffering from a disease that is potentially fatal: a toxic customer service reputation.

The dichotomy between these customer service reports and Sprint's touting of winning customer service awards is stark. Unlimited and lower-cost plans have helped Sprint battle back against much larger rivals AT&T and Verizon. Sprint news, discussion, user feedback, phone updates, tips and tricks, technical advice, and Customer Care experiences.