July 9, 2007
Sprint Drops Clients Over Excessive Inquiries
According to The Wall Street Journal, Sprint Nextel Corp. has taken the unusual step of disconnecting customers who call customer service excessively.
"The country's third-largest wireless provider, with more than 53 million subscribers, has sent letters to about 1,000 subscribers terminating their contracts, according to Roni Singleton, a company spokeswoman.
"The number of inquiries you have made to us ... has led us to determine that we are unable to meet your current wireless needs," the letter, dated June 29, states.
The terminated subscribers called an average of 25 times a month, a rate 40 times higher than average customers, Ms. Singleton said. A large number of calls from these customers were related to billing issues. Some also requested information that Sprint isn't permitted to give out, such as details on other customers' accounts, she said.
Like other carriers, Sprint disconnects customers who fail to pay their bills. But this marks the first time the Reston, Va., company has cut off subscribers because they call customer service too much."
Related:
-- Splitting up with your cell phone carrier - While Sprint's move has rankled customers, the company is probably saving money by cutting ties with subscribers who keep the service lines busy. (News.com)
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