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When I returned to my office, I had the same problem. This time, I didn’t bother with tech support at Sprint. I went to Sierra Wireless’ site. I found an interesting entry in the support forums – the type of device I was using has trouble in ‘noisy’ WiFi environments. I was having a channel conflict with some other WiFi router in my building. It said to try a hard-set of the channel. I did so. It still didn’t work. I tried a few other channels. No joy.
I called the returns desk again. The extremely helpful and friendly agent said she was sorry I’d had so much trouble and would be happy to send a return kit. I explained I was leaving the country that night and would gladly return it to the store. She agreed and said she’d alert the store that I was coming.
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In the end, the mail-in return process was an easy, positive, and well executed process. |
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instructions arrived. I packaged up the device and dropped it off at a local UPS store. I received a courtesy call from Sprint the next day to make sure I’d sent my device back and letting me know they’d credit my charge card as soon as they got the equipment. In the end, the mail-in return process was an easy, positive, and well executed process. The antithesis of everything else I had endured in my tech support and in-store experiences.
I just had to ask why? Why the disparity? Why make it so easy to purchase and return a device, and yet so difficult to make it work the way it should?
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So back I went to the greasy man-cave. This time, it was Tex, sporting both too much hair gel and a waistline that gives Silent Bob a run for his money. He told me he couldn’t process my return because Chad, in his excitement to sell me a new phone, had messed up my exchange for reasons I still don’t quite understand. More likely Tex just didn’t want to run his sausage-like fingers through the gauntlet necessary to process my return because he wouldn’t be paid a commission for it. So I left the country, sent a few e-mails through my Blackberry to Sprint to cover my tracks, and enjoyed my vacation.
When I returned from vacation I called Sprint’s returns desk again. Cayla, who answered, was friendly and helpful. She also couldn’t understand why Tex didn’t process my return two weeks earlier, but she was happy to send me a return kit. A few days later, a UPS envelope with a label and
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The Best Desk of All
I called Sprint’s PR team and asked specifically whether the returns desk is staffed with more experienced agents. I figured if this was a new push for the company, they probably wanted some of their best and most helpful care agents managing it.
But Sprint Public Relations Manager Roni Singleton says, “Sprint care agents that handle returns and cancellations are part of our general customer service organization. I think what you may have experienced is simply part of the overall improvements we’ve made to customer service and the customer experience. The areas Sprint has focused on include providing more consistent and quality support from care agents to ultimately lead to better first call resolution. There has also been a priority placed in increasing the satisfaction customers have with us when they call us.”
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