Ah, the joys of working at Sprint.. someone referred me to this horrible video that’s used in finance care training – to call attention to the danger of leaving confidential info in account notes.
After the stress of the past few days, I figure we all needed a good laugh:
Ever wondered just how many customer care agents work Sprint? the number is astronomical. But before you get overwhelmed, remember the following:
When you call a landline from your cellphone, what name does the Caller ID display? For over 40% of our customers, that field is blank, and as the memo that went out today shows, Sprint will be updating all the blank fields to the account holder’s name later this month. Call into care if you want to update/change this ahead of time.
PLEASE NOTE: You can’t pick just anything to display. You can choose either the account holder’s name or ‘Wireless Caller’ (or set the name/number to both be blocked).
Here’s the memo that went out:
Caller Name (CNAM) Update and Notification
Beginning in May, Sprint will populate any blank CNAM field with the account holder‘s name, changing the way the customer‘s name appears on wireline Caller IDs.
During May and June, consumer and IL customers will receive a bill messages and the following text message, informing them of this change.
SprintFreeMsg: The Caller ID name for this number will be updated by 6/15 to display the name of the Sprint account holder. Call *2 from your mobile to modify.
The CNAM field cannot be updated on sprint.com.
Why you need to know it
Customers may call in to ask that their Caller ID name be changed to reflect another name or may not want their name to display at all.
What you need to do
For steps to change the name that appears on Caller ID, go to CST > Search and use the keywordsCaller ID | Change Name and select Change Caller ID Name for a Subscriber.
Or, populate the CNAM field withWireless Caller for customers that don‘t want a name to display on Caller ID.
This went out to our care agents today, in response to a segment on the ‘Today’ show:
Why you need to know it:
What you need to do.
Here’s the hot topics from the ‘Playbook’ this week:
In this issue:
A reminder for our agents that is going out today, and some information our readers may find useful, as well.
What you need to know:
Why you need to know it:
Recent fraud activity involving account name and address changes was brought to the attention of Care Management. Specialists are allowing name and address changes without proper authentication of the accounts and not following written policy. Due to this fraudulent activity, we are providing a review of the correct policies for Changing an Account Name or completing a Change Ownership.
Guidelines to follow for account (billing) name change:
Guidelines to follow for Change Ownership (Transfer of Liability) for one Account (BAN) to different Account (BAN):
In 2012, we have an aggressive iDEN migration plan and the pool of Q2 targeted customers has increased to help us achieve our goal of moving these customers over to CDMA.
What you need to do:
On 6/17/12, Sprint is introducing new TEP tiers and deductibles based on device Standard Retail Price (SRP).
| Deductible | Device SRP | Monthly TEP Charge | |
| Tier 1 | $50 | ≤$324.99 | $8 |
| Tier 2 | $100 | $325 -$549.98 | $8 |
| Tier 3 | $150 | $549.99 -$599.99 | $11 |
| Tier 4 | $200 | ≥$600 | $11 |
Why you need to know it:
What you need to do:
Frequently Asked Questions
What is TEP?
Total Equipment Protection covers virtually anything that can happen to your phone. Without TEP, customers who lose or damage their device might need to shell out the full suggested retail price (for example, $549.99 for a Galaxy Nexus) to replace their device.
Are there any Apps I can use to help with my TEP service?
Yes. When you enroll, you will receive an App that lets you track, alarm and remotely lock or wipe your device if it is lost or stolen.
If I already have TEP, will I be grandfathered into that rate?
Starting 6/17/12, TEP will be at $11 with a $150 deductible and will apply to the 4G LTE devices with a price of $549.00 and after 6/17/12.
When will I see this increase in TEP on my bill?
When you receive your next bill after 6/17/12, the new price will be listed.
Will I receive any other reminders about this besides this blog?
Yes. Within a few weeks, you will receive a welcome postcard in the mail. This postcard will remind you about the price change. You will also receive an email notification in June or early July that will provide more detail about the price change.
Why will the price for TEP on my 4G LTE device be increased to $11 in June. This seems high.
Due to the high replacement cost of these phones, it was necessary to increase the monthly charge.
Is this really worth the price?
Yes. You could be enrolled in TEP for 3 years and pay the $150 deductible for a loss/theft/damage claim and still not equal the replacement cost of your phone.
When can I sign up for TEP?
You can sign up for Total Monthly Protection within the first month of any device purchased and activated.
Ever wonder what snazzy tools our care departments have to assist you when problems arise? The list is exhausting!
While most of these tools are internal, there are a few external ones thrown in for good measure. While you won’t be able to access *most* of these tools, you can at least have a good idea of all the resources available to our agents, and what they do.
Ever wondered what info we have about the retail/Servie & Repair (S&R) stores that you don’t? Believe it or not, it’s not much! Basically, we have:
Some of you may find this info useful? Perhaps for directing complaints, direct phone numbers, or other reasons. In case you do, it’s posted here as a google doc:
Sprint Service & Repair Master DB (2012) (Google Doc)
Keep in mind that most locations are simply DBA’s with a Sprint contract. So when we have issues with them at an executive level we simply refer back to the division manager that enforces the contract, or requests a favor, but in the end, it’s up to the store to handle situations within our guidelines.
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