Advice on dealing with Sprint Customer Retention?
So I'm thinking of getting a new phone. I've had three through Sprint in the
last eight years I've been a customer, and it's time for a new one. My last
two-year agreement is up, and I'm month-to-month now, so I know I at least
qualify for the $150 instant rebate if I reup for two years. I like very
much what I see in the Sanyo 8400, if it resolves the issues I have with my
8100 now.
I'm suspecting, though, that if I go to the Sprint Store, they're gonna give
me an attitude on some other issues, so I may have to deal with the Sprint
Retention folks.
These are those issues:
1) At one point, a few months ago, they offered me the $150 + $50 if I trade
in my current phone. I turned it down at the time because I was considering
switching providers and didn't want to tie myself to Sprint for a new
contract at the time. I'm anticipating an attitude if I ask for that today.
2) I want the $36 service charge waived. If I'm buying a new phone with the
$150 instead of just taking it as a service credit, that's good enough, and
I think eight years is a pretty long time to be a customer to still have to
get dinged with that crap.
3) I want to downgrade my plan. Right now I have the $35 Free & Clear plan
with 300 minutes. I rarely use my phone during peak hours (most of the time
it isn't even turned ON), so I don't EVER EVER come close to using those 300
minutes. I want to downgrade to the 200-minute Fair & Flexible plan (so that
free nights start at 7:00P instead of 9:00P) for $30, and I'll keep the $15
Vision plan I have, since I mainly use that for Wireless Web and the very
rare text message. Way I see it, that still keeps me over $35 and eligible
for upgrade again two years hence.
So, what I'd like to know is, if it comes to having to go to the Retention
folks to accomplish this, can anyone who has dealt with them offer some
advice as to how to deal with them to get what I want?
Go to this site and scroll down to the retention thread
http://www.sprintusers.com/forum/forumdisplay.php?s=1893a750f07a1b26
Definitely deal with the retention people on the phone, don't
go through a store.
I've been through three contracts and rec'd benefits each
time, and each of those times I've gone through retention. I've found
it gets easier each time because at this point, they're as prepared
for it as you are. I'm always simply honest and polite. I don't claim
that I can get a better deal elsewhere (I cannot), and I admit that I
would like to stay with Sprint, but I simply ask what they are
authorized to offer me if I renew my contract. Last time I explained
that I didn't need more minutes, but wanted a new phone. They gave me
a choice of two phones and when I asked if that's all, they said that
they could add some bonus minutes, credit the charge I had for 7 pm
evenings, and waive new contract fees. I also asked them to waive the
$18 "upgrade fee" which they now charge when you change phones (and is
such a rip-off - all the companies are doing it now I'm told).
That may seem like weak advice, but never underestimate how
far honesty and civility will take you. You may do better than I did.