3 more lines ported over to the good guys

[crzycrkr]

I just got my parents to switch from Verizon to Sprint because of their prices and practices. They had a Verizon family plan with 3 lines with 700 minutes, and I think the unlimited texts. They were paying $155 a month. They wanted to upgrade to 3 Droids, but Verizon wanted another $90 a month for the data add-ons. I have had Sprint for 12 years and told them about the 1500 unlimited family plan through Sprint. They pretty much decide it was worth it to switch, but wanted me to call Verizon to see if they would do anything to keep their service. Well, apparently Verizon has no retentions department. The woman I got on the phone was incredibly rude and unhelpful when I explained the situation. She basically tried to sell me on Verizon's service, and when I informed her of Sprints roaming agreement with Verizon, her response was, "well that just shows you we have better service." Why would I pay twice the amount for the same service, I ask her. Our conversation quickly broke down from there to her repeating that Verizon does not price match.

I wish I had asked for a supervisor. I guess that's what happens when you're on top, and that's how you drop to the bottom. 3 more lines just ported to Sprint.
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[Menno]

I posted more in the verizon thread, but It should be mentioned here as well. Please understand I'm not trying to "convert" you to verizon, or question your choice. Just want to clarify a bit on the reps end.

Customer service (including retention) can only say certain things to customer, and offer certain benefits to those customers to try and resolve the issue. They also can't just tell a customer "I'm sorry, we can't do that, so I'll cancel your lines for you." Things like one time credits, or early upgrades are possible. There are a couple legacy plans available, but most of them are only a net savings of 10 a month or so. They can't waive smartphone fees, or discount the plan, or match other prices. I don't know of any cellphone company that's bigger than an MVNO that can do that, or would want to do that.

So if you called wanting them to make the price in-line with sprint, there was literally nothing they COULD do to keep your service, even if they wanted to. The same can be said for any customer service dept with any carrier.

 

[crzycrkr]

I understand, but as you said, it is worth mentioning here as well. Nothing was offered and they did not try to resolve anything. The customer service rep became rude quickly and refused to answer questions. I understand there was probably nothing they could have done, but that doesn't excuse the behavior.