I hear nightmare stories from people all the time on AT+T’s customer service…
Yesterday afternoon Julie and I noticed a sudden loss of cell service at home. We have identical phones (other than color) and we’re both on Sprint. We’ve been happy Sprint customers for about 6 years now, and issues are rare.
I’ve worked on cell towers over the years and am an expert in radio communications, so I’m pretty patient with this stuff. We forget sometimes that we’re talking on two way radios when we use these things. Radio signals are subject to all kinds of potential interference, and the cell carriers have thousands and thousands of towers to manage. Many of them are in very remote locations, and since we live in the mountains, it’s especially remote here. The cellular system is complicated, and sometimes I’m amazed that the whole thing works at all.
Anyway, I didn’t have any urgent phone calls to make last night, so I decided to wait until this morning to see if things cleared up. When I picked up my phone and then Julie’s phone we still didn’t have service, so I jumped on Skype to call Sprint customer service.
I got a customer service rep in 30 seconds. We chatted for a minute about what was happening and she started looking at the towers in our area. She ran some tests and noticed that the two closest towers were reporting “much lower numbers” than normal. She set up a network trouble ticket which sends a technician out to the towers to work on them. Then she attached a ticket to my account to track how much time we would be without service so they could credit my account for those days.
In 5 minutes she was able to diagnose an infrastructure problem and have Sprint take responsibility for it. Then she dispatched an expert to go out in the field to fix it.
Through good customer service, I was able to HELP them identify a problem they might not have known if someone didn’t report it.
I’m a happy customer even though I wont have cell service for the next day or so.
THAT is how you do customer service. Kudos to Sprint.