Against all odds, blogging from deep within Sprint’s Customer Care Team.
Sprint/Nextel Corp. has not always had the best relationship with bloggers and the social media/networking world, in general. Years ago it was said that any employee caught blogging or participating in social networking sites would be fired. While that’s no longer true today, the culture still isn’t as open and embracing as it could/should be. Employees that do blog and identify themselves as an employee are asked to remember our standards and commitment to Sprint – and while I wholeheartedly agree with that – there is still too much scrutiny and attention paid to those employees that do so, and there job often ends up at risk over trivial things they may say online, especially if critial of the company. It’s for that reason that I created this blog, so that I may freely blog about my experiences, thoughts, and frustrations – all inclusive of both the good and the bad.
While I do occasionally give details about what I do, it’s generally in relatively broad or general terms, as to protect myself, and as to not cause any negative consequences – whether justified or not. The facts relative to this blog, and as to you as a reader, are that I’m a longtime Sprint/Nextel employee, and that I strive each and every day to keep our customer base happy. Sometime this simply means explaining someone’s bill to them because no one has ever taken the time to do so; and on other days it might mean that I have to make sure that we make good on a promise from one of our agents. No matter what I am doing, it is always to ensure that our customers are treated fairly, and with honesty and integrity.
The blog is not only an outlet for me to vent frustrations with policies that sometimes keep departments from working together or agents from doing the right thing, but also a venue which gives you a peek into the daily life at Sprint. I hope you enjoy, and feel free to leave comments and questions on the appropriate posts/pages.
I should also take the time to mention that this blog is not related to, written by, or have any relationship to Sprint/Nextel Corporation. Any and all text on this site is that of the respective author, and has no relationship or bearing to Sprint/Nextel. This blog is private in ownership, and while some articles may be authored by an employee of Sprint/Nextel, anything contained within is the opinion of the employee as an individual, and not as a representative of the corporation at large.
Please keep in mind that this blog is not intended to be a resource for the resolution of any problem that you may have with your Sprint/Nextel service or with the company in general. While I may be able to answer questions of a general nature when it would benefit the readershp at large, I cannot respond to individual specific issues due to privacy policies within the corporation, as well as for my own protection. We do have special teams that deal with special situations and unresolved issues, and I will be able to point you in the right direction to make sure that you do receive a resolution – but if I were to answer individual concerns about your account, then I’d not only be working for free (as that’s what I do on a daily basis!), but I’d have no time to spend writing about the things this blog is intended to be about.
[...] Is this a legitimate Sprint employee who went undercover to protect themselves as stated in the about page? After looking at one of the most interesting and funny yet serious legal disclaimers I’ve [...]
Go go gadget man!
if your name starts with a D i know who you are.. sort of lol
Thanks for leaking our secrets and costing both companies millions.
@VendorGuy — C’mon … Really … How has this blog cost your companies millions? As a long time Sprint customer (just accepted an offer for a sixth line of service today), things like this blog are exactly what Sprint needs. The “distance” between sprint “intelligence” or know-how and Sprint users is what has cost the companies millions. And the huge gap between Sprint’s customer “service” and Sprint’s customer needs has cost the companies Billions (with a B). So please, get off your high horse and recognize that better and more open communication is exactly what Sprint needs if it wants to remain in the ranks of the living wireless companies.
Actually, this blog and others do cost both companies millions of dollars when information is leaked. Your issue is with Sprint and navigating their environment of which I agree, all carriers are daunting. However when it comes to leaking any information about a new device that a vendor and carrier has invested 10′s of millions of dollars in development it’s just wrong. Leaked information telegraphs our strategies for devices, marketing and product feature offerings. Additionally both companies take a huge hit on marketing and PR. When companies loose money and market impact you can believe jobs are lost.
Obviously, your not in the industry so you would not understand from an insiders perspective and that’s ok. I still stand by my original claim though and will stay on my high horse.
No…I’m pretty sure it was bad customer service and terrible advertising that did that. The only thing that has kept me a customer for years is the behind-the-scenes info I get on the web. If I didn’t have a good online comparison of prices, a good source of rumors for upcoming devices, and a list of ways to get more from my phones I’m sure I would have been suckered in by the (much better) ATT and VZW ad campaigns like the rest of the suckers out there.
As it is I’ve learned to get the most from my Sprint account and I plan to stick with them for years to come. I’m even converting my girlfriend from VZW once the Pre comes out.
You are welcome.
Hi, could you post the full content in your RSS feed instead of just summary/description?
Hey,
Are there palm pre’s in the herndon/reston offices of Sprint Nextel!?
[...] the options are the same): The blogger claims to be an employee of Sprint (you can read the information about him here). I’ve never seen him at work, but his information has been pretty reliable so far. I know this [...]
I don’t know if this is in your area of expertise, but I need help with an issue with my account (is there somewhere else I should put this?):
My contract expires on 6/3/09, and I am doing research to determine my available options, there is another phone that will need to stay on this account for 6 more months.
I am interested in the iPhone, the HTC Touch Pro, and the LG Voyager as potential options, I also am trying to get the phone cost to $99 after rebate.
I can do this in a number of ways, but currently all involve canceling my current Sprint account for my phone number (the other phone will have it’s plan downgraded):
1) I can leave Sprint and go to AT&T and get an iPhone for $99 (http://www.wireless.att.com/cell-phone-service/packages/packages-details.jsp?q_package=sku3130222&q_sku=sku3600244&_requestid=31927)
2) I can leave Sprint and go to Verizon for the LG Voyager (http://shop.verizonwireless.com/?id=LG+Voyager+in+Titanium+Cell+Phone)
3) I can allow my current Sprint phone to drop to a 1 phone plan, then start a 2nd Sprint account and get the HTC Touch Pro for $99 via Amazon (http://www.amazon.com/gp/product/B001QD2QHK?ie=UTF8&wpbr=1)
I would love to skip all this and get the Option 3 program without having to stop my current contract and initiate a new contract. I imagine that this would also save Sprint bookkeeping costs, etc.
Any recommendations on how I might be able to get the Amazon offer applied to upgrade my soon-to-expire contract?
This web log is a great way for Sprint customers to gain insight on what’s going on at Sprint from a very credible perpsective. As a long time Sprint customer, this particular blog makes me feel like doing business with Sprint is based on a psuedo-relationship. This blogger doesn’t know me, but I feel like I know the blogger a little. Sprint as an organization definatly doesn’t know me, and I definatly don’t have any kind of personal relationship with Sprint.
This blog kinda bridges that relationship gap in a way. It makes me feel better about handing over thousands of dollars to Sprint over the years and not knowing one person who I’m giving it to. I think more big companies should embrace information sharing such as this with there customer base.
Keep up the good work InsideSprintNow. It’s great stuff.
Do you know if there is any way to have an automatic email or text sent out when you are getting within your plan minutes, say within like 50 minutes or so? This would be great if it is possible.
Unfortunately not. I’ve seen a couple of homebrew apps out there, but they all pulled from your actual sprint.com account (from your home pc) and then send a txt/email message to you or your phone.
There is a lot of irony there when you claim “I should also take the time to mention that this blog is not related to, written by, or have any relationship to Sprint/Nextel Corporation. Any and all text on this site is that of the respective author, and has no relationship or bearing to Sprint/Nextel” and at the same time, all your home page information is directly cut and paste from sprint sites.