Sprint store>Best Buy, Radioshack, etc.
A post in another Sprint related forum prompted me to talk about this.
As a wireless consultant at a Sprint store, I often hear of customers opting to go to Best Buy or Radioshack to purchase devices with instant mail-in rebates. The appeal of this choice is clear: it's instantly cheaper than paying the in-store cost of a phone and waiting on the rebate.
But what if you have questions about the device? Best Buy's Geek Squad charges customers ($30?) to do email set-up and other necessary customizations on smartphones. Sprint offers the Ready Now service, which is free. Best Buy Mobile charges customers to do contact transfers and even to apply screen protectors.
My store does all of this and more for free.
Finally, what if your...
(continues)
As a wireless consultant at a Sprint store, I often hear of customers opting to go to Best Buy or Radioshack to purchase devices with instant mail-in rebates. The appeal of this choice is clear: it's instantly cheaper than paying the in-store cost of a phone and waiting on the rebate.
But what if you have questions about the device? Best Buy's Geek Squad charges customers ($30?) to do email set-up and other necessary customizations on smartphones. Sprint offers the Ready Now service, which is free. Best Buy Mobile charges customers to do contact transfers and even to apply screen protectors.
My store does all of this and more for free.
Finally, what if your...
(continues)
...
Not to shoot you down here, fellow employee, but the customer can purchase their phone at Best Buy/Radio Shack and then come to your store for ReadyNow assistance. Also, buying a phone new from a third-party location like BBY/RS does not make it inelligible for Advanced Exchange or other in-store repair services.
...
I'm aware of that and meant to write it in my post.
Ideally, the customer would by the device at a Sprint store and continue to be serviced there for the life of his or her committment with the company.
I was simply pointing out that 3rd party retailers are generally in place to make sales and little else.
Ideally, the customer would by the device at a Sprint store and continue to be serviced there for the life of his or her committment with the company.
I was simply pointing out that 3rd party retailers are generally in place to make sales and little else.
...
Ah. To that point, I agree. For customers who buy at third party stores, they can expect no assistance beyond the initial purchase.
...
Because... why should I (the customer) pay an extra $100?
Only to have to wait 3-6 months to get that money back... with a strong chance of some minor detail forgotten that negates me getting it back?
No offense to Sprint... but fek Mail-In-Rebates... not worth all my extra effort for Sprint (or whoever) to get 6 months of interest and a strong chance of me being to lazy to do it.
Only to have to wait 3-6 months to get that money back... with a strong chance of some minor detail forgotten that negates me getting it back?
No offense to Sprint... but fek Mail-In-Rebates... not worth all my extra effort for Sprint (or whoever) to get 6 months of interest and a strong chance of me being to lazy to do it.
...
The only thing you are apparently too lazy to do is actual research. I have had maybe 1 customer in the last year who it took them longer than 6-8 WEEKS to get their rebate. And if your too lazy (your words not mine) to drop a rebate in the mail then you deserve to lose a hundred bucks.
Even if i didn't work for sprint I would buy my phones with them where i know i can go talk to someone who is actually informed.
A) If a $100 rebate is breaking your bank there is probably something better for you to be spending your money on than a smartphone.
B) If your willing to sacrifice service to get a instant rebate (not a cheaper phone, just cheaper up front), do us a favor and go back to best buy in 2 days or 2 mnths with your inevitably s...
(continues)
Even if i didn't work for sprint I would buy my phones with them where i know i can go talk to someone who is actually informed.
A) If a $100 rebate is breaking your bank there is probably something better for you to be spending your money on than a smartphone.
B) If your willing to sacrifice service to get a instant rebate (not a cheaper phone, just cheaper up front), do us a favor and go back to best buy in 2 days or 2 mnths with your inevitably s...
(continues)
...
Don't break the bank.
There is honestly no reason that I, the customer, should have to be inconvenienced by it.
$100 for whoever to sit on... for whatever length of time... basically earning interest on my money.
Chance that something, somewhere, somehow will go wrong - forget to sign, do this wrong, that gets lost in the mail... bye bye money
What real purpose does it solve? MIRs are basically odds that Joe Public won't send it in and basically free money.
I am lazy. I don't buy stuff that use mail in rebates. Ever.
I know a LOT of people that agree with me. If I'm going to get a high end something, $100 won't break the bank... It's the principles behind the MIR that lose my sale.
You are a Sprint employee... if you ju...
(continues)
There is honestly no reason that I, the customer, should have to be inconvenienced by it.
$100 for whoever to sit on... for whatever length of time... basically earning interest on my money.
Chance that something, somewhere, somehow will go wrong - forget to sign, do this wrong, that gets lost in the mail... bye bye money
What real purpose does it solve? MIRs are basically odds that Joe Public won't send it in and basically free money.
I am lazy. I don't buy stuff that use mail in rebates. Ever.
I know a LOT of people that agree with me. If I'm going to get a high end something, $100 won't break the bank... It's the principles behind the MIR that lose my sale.
You are a Sprint employee... if you ju...
(continues)
...
You sir and people like you are the reason Sprint has a poor reputation for customer service.
...
You got alot to learn!!!!!!!!!!!!!!!!maybe look for another line of work, cause you just dont get it!!!!!!!!!!
...
Well, fellow employees, you simply have to have the stones to tell these customers that ready now is reserved for customers that purchase their phones in store. I don't mind answering a quick question. But ready now? No way.
...
I don't know about that. A customer is a customer. In fact, I hope that by offering Ready Now to someone who bought his phone at Best Buy/Radio Shack/Walmart, I'm showing him the advantages and benefits of shopping at my store in the future.
...
Good job winning that customer respect.
"You didnt' buy from me? Take a hike."
"You didnt' buy from me? Take a hike."
...
Wow, just remember not all of us have the same thought pattern as him. If someone purchases their phone through another location and then comes into the store with questions, do I help them to the best of my ability, just like my own customers? Without a doubt.
Yes it can be frustrating because of the possibility of losing out on other sales, but that is why we are paid base plus commission. A customer is a customer, whether you personally sold them or not. If you do not feel that way then it is time to find another company to work for and let us who care about the company do our job.
Yes it can be frustrating because of the possibility of losing out on other sales, but that is why we are paid base plus commission. A customer is a customer, whether you personally sold them or not. If you do not feel that way then it is time to find another company to work for and let us who care about the company do our job.
...
Wow, no wonder I get so many complaints about store reps. It doesn't matter to me or my coworkers whether a sale is involved, if a customer has an issue with a phone or plan change they got anywhere (even at your store, fellow employee), we will help them to the fullest of their ability.
Based on responses, it seems many other store reps agree with this philosophy. Shame it only takes one or two to ruin it for the bunch.
Based on responses, it seems many other store reps agree with this philosophy. Shame it only takes one or two to ruin it for the bunch.
...
Radio Shack is TOTALLY WILLING to tell you to call Care to have that fee waived. That's like a guarantee!
...
i totally hear what you are saying. I had 5 box sales walk on me today because of best buy and radio shack. My question is why cant we match them??? The phones don't cost that much money. Its not that big of deal. If they can afford to do it then why cant we. We cant even match our own sprint.com prices. WTF is that?
I will help a customer if they bought their phone somewhere else because it is part of my job but don't think for one second that I don't pressure them for accessories. Every second they are in here I am asking them if they need something and talking them into an accessory.
Also what really is ridiculous is they come into my corporate store and I talk them into the phone they want and spend at least an hour answering all ...
(continues)
I will help a customer if they bought their phone somewhere else because it is part of my job but don't think for one second that I don't pressure them for accessories. Every second they are in here I am asking them if they need something and talking them into an accessory.
Also what really is ridiculous is they come into my corporate store and I talk them into the phone they want and spend at least an hour answering all ...
(continues)
...
See people it is attitudes like yours that make the customers upset making them call customer care(in which i work) yelling and screaming because they didnt buy there phone with you. in my mind a sprint customer is a sprint customer it should not matter where they bought there phone wheather it be at the sptint store or at a 3rd party retail store. and if that customer is having an issue with the phone isnt your job to help them no matter what with a smile on your face? if thats not the case and you are telling a customer that you cant help them when all they need is to buy a charger of the battery isnt charging then like the last guy said just quit and work somewhere else cause you are the reason so many people hate going into a sprint stor...
(continues)
(continues)
...
Thats funny because my csat is at 100%. Did you not read my last post? I said I would help a customer because it is part of my job but another part of my job is to SELL things. Just like it is yours to transfer if you "cant" help the customer. Then they get disconnected like 8 times. I think the customer would rather come to a store than deal with care.
...
yes i did read your last post and i as well have a 100% csat and alot of the customers that contact me say they dont like going into a store b/c they are rude or they dont want to help them...
...
Seriously, this ridiculous and seemingly prevailing surly attitude from many (obviously not all or even most) corporate employees is exactly why I get the volume of sales I do. I am constantly told that my store's helpful and generally pleasant attitude is a driving factor as to why people purchase their devices with us. To be fair, I hear it a lot from our AT&T customer's as well, but the fact is that you work at a corporate store. You aren't just there for sales. When dealing with billing issues, do you ask the customer where they purchased their phone? Is it relevant? No.
Ultimately, the institution of the Mail-In Rebate is just a method of hoping for extra cash for carriers, and please don't insult our intelligence by saying that mail...
(continues)
Ultimately, the institution of the Mail-In Rebate is just a method of hoping for extra cash for carriers, and please don't insult our intelligence by saying that mail...
(continues)
...
You know when you sign up a customer with a two year contract, that you're subjecting them to the terms of conditions of that two year contract? Do you even know all the terms and conditions?
Phone-as-modem (tethering) is an add-on customers must pay for unless the company says that the customer doesn't even get access to it. It says that in the Terms and Conditions. If the customer is found to be violating the terms and conditions, their contract can be terminated and they lose their number.
I do tell customers that you can tether but you do so at your own risk. Yes, it is difficult for companies to find out if you're tethering, even more so if you do it RIGHT. But I get Blackberry customers in that have been "educated" by third par...
(continues)
Phone-as-modem (tethering) is an add-on customers must pay for unless the company says that the customer doesn't even get access to it. It says that in the Terms and Conditions. If the customer is found to be violating the terms and conditions, their contract can be terminated and they lose their number.
I do tell customers that you can tether but you do so at your own risk. Yes, it is difficult for companies to find out if you're tethering, even more so if you do it RIGHT. But I get Blackberry customers in that have been "educated" by third par...
(continues)
...
And just so you don't think I'm an "arrogant" corporate employee, read this:
Except with Phone-as-Modem plans, you may not use a phone (including a Bluetooth phone) as a modem in connection with a computer, PDA, or similar device. We reserve the right to deny or terminate service without notice for any misuse or any use that adversely affects network performance.
I got that from: http://shop.sprint.com/en/legal/legal_terms_p rivacy_popup.shtml
Except with Phone-as-Modem plans, you may not use a phone (including a Bluetooth phone) as a modem in connection with a computer, PDA, or similar device. We reserve the right to deny or terminate service without notice for any misuse or any use that adversely affects network performance.
I got that from: http://shop.sprint.com/en/legal/legal_terms_p rivacy_popup.shtml
...
I like the opportunity cost. The store can be shabby at times also. Plus i can get any help with my phone by calling sprint directly. Besides if you can fix it who do you call? And frankly, mail in rebates are a thing of the past. Nobody believe in that. I'm speaking from experience. Don't get me started on the sprint store.
...
Nobody believes in MIR? So, they don't exist now, or something? Is this kinda like if I believe in Jesus, then he becomes real? Except the opposite?
I don't believe in taxes anymore. Let's see if this works...
I don't believe in taxes anymore. Let's see if this works...
...
people do go to third party stores to save money yes, the ready now to help them use the phone or set up email or things like that, they can simply call customer care for free and they can help them set up phone features as well, the reason why customer care reps refer customers to the bby or rs is because they are more likely to buy the phone then if they go to a store and have to do a mir, customer hate the mir, plus we do get paid a type of comission when customers buy phones we do get a monthly bonus.
...
As a Sprint phone rep, I can say from experience that the level of service our customers receive from the corporate stores vs. service at 3rd party retailers is identical. Some stores are great, some stores suck, the ownership does not matter. The employees do.
As far as what the store can actually DO for a customer, well, that's a different story. There are some functions which 3rd pty retailers simply cannot perform (not for a lack of wanting to) because they don't have access to our systems.
Your best bet is cultivate a relationship with a store near you that has good service, and do everything possible through them: payments, purchases, service/repair, etc. If there's something that they can't do, then call us and we'll work someth...
(continues)
As far as what the store can actually DO for a customer, well, that's a different story. There are some functions which 3rd pty retailers simply cannot perform (not for a lack of wanting to) because they don't have access to our systems.
Your best bet is cultivate a relationship with a store near you that has good service, and do everything possible through them: payments, purchases, service/repair, etc. If there's something that they can't do, then call us and we'll work someth...
(continues)
...
