suicidalseagull (suicidalseagull) wrote in bad_service,

Tales of Offshoring

I just wanted to share this with people for theraputic reasons since I can't even inform the company that caused this. Anyway,...I have Sprint and I'm ok with them, phone works, I'm happy with the price, and my coverage is good for all the cities I go to. But beware if you ever,...EVER have to call to customer care. Here's the story.
So my phone was shut off yesterday because my brain forgot to tell my hands to go to the web site and make a payment. So I make the payment and wait about 4 hours, I turn off my phone, turn it back on, and still all calls are being diverted to Sprint Customer Care. So I say what the hell and elect to speak to an agent. Now the IVR (automated system) is recognizing my payment and telling me the amount due in mid April,..ok, on to the agent to turn this sucker on. I get someone who I know is not in the USA,..mainly because they can barely speak english and get the information I tell them completely wrong. After about 5 minutes of breaking the accent barrior they get my account pulled up. Now she tells me the balance I owe (not due until the middle of April) and asks if I would like to make that payment. I respond with, now why would I want to do that? It's not due until next month. This of course does not register, she responds with, "the balance is 69.00 would you like to make a payment". So I decided that maybe it was time to get a little crafty, I asked when that payment was due, she responded with the due date. And I then asked if it's not due till then why is my phone off now. response, " one moment while I look at your account,...I see a balance is left on your account of 0.20, would you like to make a 5.00 payment now"? WHAT!? ok at this point I realized our little friend from the land beyond the horizon was just making shit up. I hung up on her and tried back,..Second agent I talked to was again not in the USA. Again another 5 minutes of breaking the accent barrior and my account is pulled up. She then proceeds to tell me that there is a "Promise to pay" on my account with check by phone for 69.00. I asked her if it made any sense for me to call and make a promise to pay on a balance that is not even due yet. Her response was "one moment while I look at your account". I'm like your kidding right, I'm asking you to think logically and look at my account and see what needs to be done. response: "would you like to make a payment on that balance today". After about 10 minutes of wrestling with her she finally realized that I paid my balance and informed me that my phone service should return any minute now, and that is all I wanted. I don't complain much at all, I don't call companies and harrass them simply because I'm a customer and have entitlement issues. I'm a supervisor in customer service and I talk to the angry mob all day every day so I have sympathy for those in the same position. But being in customer service gives me a keen eye to recognize complete and utter incompetance. Oh and by the way, I called this morning to Sprint Customer Service to see if there was a number I can call to get someone in the USA. When I called and explained what happened the agent responsded with "ok I see,..let me look at your account,...your balance is 69.00". I'm like wait, your not in the USA are you? "No sir I am in the Phillipines". So I take it Sprint no longer offers customer service in the USA. Since they couldn't even log a complaint I called the Sprint Store and asked if I could just call them if I ever need to call about anything. Sure not a problem. I never thought I'd be the customer complaining but jesus man,...if you went through that crap I'm sure you'd be pretty ticked off too.
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