Wednesday, October 22, 2008

Sprint Bad

New York Times article "Credit Squeeze Adds to Sprint’s Challenges". While the credit squeeze may be exacerbating Sprint's problems, its too bad that articles such as this don't delve into why Sprint is in bad shape. In short bad customer service. And the customers are leaving. The Times wrote: "John Hodulik, an analyst at UBS Investment Bank, said he expected Sprint to report the defection of 1.1 million customers in the third quarter, one of its largest losses ever."

I won't go into the details, but we were treated very badly by Sprint. So we left. Too bad that Sprint's management is not being held accountable for destroying the company. Seems that our corporate managers, witness our financial meltdown, have little accountability for mismanagement. It boils down to: No customers, no income, then out of business. To stop this decline, Sprint should be publicly apologizing to its current and former customers and offering to make nice. Probably won't happen since management will collect their bonuses anyway, even if the company goes bankrupt. I won't hold my breath for any apology from Sprint.
Updated 2/20/2009: The New York Times reports that: "For Sprint Nextel, a Drop in Customers and Earnings". According to the Times: "Sprint Nextel reported on Thursday that 1.3 million subscribers dropped its wireless service in the fourth quarter, contributing to a 14 percent decline in revenue. ... the nation’s third-largest wireless carrier, lost 4.5 million customers during 2008 to end the year with 49.3 million."
Updated 11/7/2008 : The New York Times reports that: "Sprint Nextel Lost 1.3 Million Customers in Quarter ". That's just over 14,000 customers a day!!!!

NY Times writes: "Revenue fell to $8.81 billion from $10.04 billion a year ago." "Sprint reported a net loss of $326 million, or 11 cents a share, compared with a profit of $64 million, or 2 cents, in the quarter a year ago."


Sonya said...

Nothing but badness from sprint. Cingular had been good, although since ATT bought them out I have been getting weird service charges more often.
Aside from customer service, Sprint had a terrible coverage area. Then again, we always seem to live in a cellular black hole.

Patrick Mullen said...

Sprint/NEXTEL does it again. They have been ranked #3 on the list of companies having the worst customer service rating.


Apparently some things never change.

In all fairness, I should point out that I was able to visit a Sprint/NEXTEL office San Diego last week to effect repairs on my cell phone!! To my amazement, they replaced my phone, and answered my questions without the sort rudeness and mind-numbing hassle that characterized virtually every past visit or phone call I have made at other Sprint/NEXTEL offices.

It would be so-o-o easy to change carriers like Steven and Sonya did, if it was not for one detail. I spend the majority of my time in Baja California where the NEXTEL Direct connect system is king. Everyone uses it and it works all the way from the tip of Baja California Sur to Alberta, Canada, without any problems. In addition, NEXTEL has is the only system I know of that will process MOSMS, MMS, and mobile email regardless of sending/receiving them on either side of the International borders, Canada/U.S.A. & Mexico/U.S.A., Canada/Mexico. The network engineers at NEXTEL apparently know their job, which is NEXTEL's saving grace. If you jump the fence as often as Anne and I do, reliable international connectivity is a requirement.

The drawback to having a phone from a Stateside carrier is the per minute charges for a voice dial-up call originating in Baja California; it is 65¢ a minute, which can be very pricey if you need to make an extended cellular dial-up call while in Mexico, which is an ever-present possibility. In most areas of Baja, a cell phone is the only means of contacting emergency services or a tow truck. Forget about trying to use those roadside callboxes, they do not work half the time.

If you can find a public phone booth that works, you will need a local calling card to use it. Although you can use an international calling card purchased in the States, be ready to enter the number sequence from hell.

Been there. Done that.

During my visit to the Sprint/NEXTEL office, I inquired about the feasability of obtaining a second SIM card for using my cell phone while in Mexico. To make a long story short, they said it could not be done without losing my current NEXTEL direct connect number while I was in Mexico (I would have to get a different "Mexican" Direct connect number if I purchased a SIM card in Mexico)....

Yes, I know your eyes have glazed over at this point, but stay with me on this.

In order to verify what they told me at NEXTEL U.S.A., I will have to go to NEXTEL Mexico and run all this by them. You do not think I will take NEXTEL U.S.A.'s word for it do you??

In all likelihood, I will have to purchase a Mexican cellular phone and service plan in order to connect to cost-effective voice dial-up cellular calling in Mexico.

Best regards,
Pat, KB6OXX/XE2 in Tijuana