The PhoneBoy Blog

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Sprint Terminates Customers, So What?

I’m failing to see what the issue is with Sprint making a decision to terminate about a thousand customers for excessive use of their customer service lines. Here’s a little secret for you: every company does this. Perhaps not on the scale or as publicly as Sprint is doing it, but it happens, and it happens more often than you think. Those “excessive roaming” clauses in your wireless contract are one example.

In companies I’ve worked for, customers have been “terminated” only a handful of times that I am aware of. In all cases, I believe the customer was offered a full refund of monies paid for service. It’s the best you can hope for under the circumstances.

Sprint is handling this better than I expected: they are forgiving the customer’s final bill, waiving any early termination fees, and giving them until the end of the month to port their number elsewhere. They could have easily turned this more positive by refunding the customers service fees for some period of time as well. One of the other wireless companies out there could also turn this into a positive by offering anyone who received one of these lettes from Sprint some bonuses. Whether that happens or not remains to be seen.

#Cybersecurity Evangelist, Podcaster, #noagenda Producer, Frequenter of shiny metal tubes, Expressor of personal opinions, and of course, a coffee achiever.