Should HTC/Sprint give good will gesture?

[Mercury81]

Obviously no one itt has ever been a csr. Lay off these guys. They are told the information they can share and give you all the info they can. Leave them be so the can assist customers with real issues and not us whining about our toys.

I will lay off, once Sprint works on retraining these csr so they really know what's going on. I grow tired of getting different answers from every csr on the same related questions. Give me a break, if you're selling a product. You should all get the same information and beware of what your company is offering regarding sales and upgrades.

sent from Evo4G using Tapatalk 2

 

[castingon]

I voted for Sprint and HTC as my opinion is Sprint should not have to bear the entire cost if a a good will gesture was to be offered. For a good will gesture, it should be for waiving the activation fee or if by some miracle the phone can ship today, paying for Saturday delivery. It should not be something tangible. I'm not sure what it costs Sprint to activate a new phone, but I can't believe their actual cost is $36 especially on an already established account.

Do I think this is going to happen? Not really. Do I think I'm "owed" anything? No. Bottom line. I preordered my phone on 5/7 fulling knowing I was getting charged $200 for a phone I did not know when I was going to receive. I even to the CSR I spoke with in EVP I said that I was uncomfortable with this as when I preordered my OG EVO I paid a $50 deposit when I ordered it and the remainder when I picked it up at BB. Will I think twice about paying the full amount up front to preorder a phone in the future? Yes.

And I know everyone's order situation is different, but this is just my personal take on this.

 

[castingon]

First off I'm not crying yet but I paid $45 for a early upgrade so i can get this phone I will be pissed if it goes into my contract date

Do you know how this fee is calculated? If I had paid an early upgrade fee and hit the next lower fee tier while waiting, I would be calling for a credit.

 

[biggdogg9]

No i don't know how they come up with there fee

Sent from my PC36100 using Android Central Forums

 

[PhyscoAssassinX]

Obviously no one itt has ever been a csr. Lay off these guys. They are told the information they can share and give you all the info they can. Leave them be so the can assist customers with real issues and not us whining about our toys.

But some are just idiots just look at this conversation I had with one last night
And no it wasn't about My toy lol

Trudy S.: From how many days you are unable to receive Email notifications on your phone?

Customer: im not getting updates from sprint. for example i pre-ordered the evo LTE and i didnt get the comfermation email and i also didnt receive the email explaining the the phones have been held by us customs

Trudy S.: Thank you for providing additional details. Customer: no problem,
Trudy S.: So, you are basically concerned about HTC EVO LTE phone.

Trudy S.: I can see that HTC EVO LTE phone was pre-order on May 07, 2012.

Customer: um no im concerned about not recieveing my email's from sprint

Trudy S.: The order number is ----

Trudy S.: Please confirm your email address.

Customer: -----------@Gmail.com

Trudy S.: Thank you.

Trudy S.: The email address is correctly setup on your account.

Customer: so why aren't i receving emails

Trudy S.: It might be possible that due to system error you was not able to receive the notification.

Trudy S.: I have refreshed your account to resolve your issue.

Customer: ok thank you i have another question well 2 actually

Trudy S.: Ok.

Customer: the first is is it possible for you to send a test email so i can ensure that the problem is fixed

Trudy S.: I understand that. However, I apologize, it is a chat environment so, I am unable to send you an email.


Trudy S.: I would also like to inform you that

Trudy S.: Sprint is now accepting pre-orders for the May 18, 2012 availability of the HTC EVO 4G LTE. Visit here to pre-order yours. A new browser window will automatically open on your computer.

Customer: do you not reliaze you gave me my order number for that already?

Trudy S.: Yes, I did.

Trudy S.: I just want to assure you that you have pre-ordered your phone.

she tells me I pre ordered it She saw i was aware of the customs problem and gives me my order number but wants to inform me I can pre order the EVO LTE for may 18.


There's just no excuse some of these guys are just plain idiots


Sent from my HTC .....oh wait its stuck at customs

 

[tony404]

Crediting the activation fee would be a nice gesture.They wont and it would cost them close to nothing . Companies talk about the customer being important but they really don't care. its all make it just good enough.

 

[manonmoon49]

But some are just idiots just look at this conversation I had with one last night
And no it wasn't about My toy lol



she tells me I pre ordered it She saw i was aware of the customs problem and gives me my order number but wants to inform me I can pre order the EVO LTE for may 18.


There's just no excuse some of these guys are just plain idiots


Sent from my HTC .....oh wait its stuck at customs

You can't really call someone an idiot when your grammar and spelling is as bad as the CSR

Sent from my antique Evo 3D that can now be found at the Smithsonian

 

[bstryd]

$25 itunes card?..........

Wait - Apple and their ugly practices causes this and you want an iTunes card??!! NOT a good choice - this is android - Google Play credit, maybe. But it's not Sprint / HTC at fault. It's the non-thinking patent office at fault.

 

[PhyscoAssassinX]

You can't really call someone an idiot when your grammar and spelling is as bad as the CSR

Sent from my antique Evo 3D that can now be found at the Smithsonian

Ahh you're one of those I see, well first off I could care less about my grammar when I'm talking in forums or little chat sessions it's not like im writing one of my college papers or a letter to the president so if you don't like it you can go pick up a book second what's does my grammar have to do with proving my statement? How are you going to give me my order number then tell me I should put order a phone when obviously did and you know it. like I said some of these guys are idiots in every sense of the word

Sent from my HTC .....oh wait its stuck at customs

 

[MDteX]

neither cause the delay wasn't caused by either one of them.

Ditto.

 

[ab304945]

It's a question of morality and ethics, I am a customer of Sprint who now has 200$ of my money for an indefinite amount of time... I am not blaming them but I am their customer and as the old saying goes "The customer is ALWAYS right"... this doesn't change just because they are a multi-million dollar corp..

you can cancel your pre order and get your $200 back, so not being help for an indefinite amount of time.

 

[manonmoon49]

Ahh you're one of those I see, well first off I could care less about my grammar when I'm talking in forums or little chat sessions it's not like im writing one of my college papers or a letter to the president so if you don't like it you can go pick up a book second what's does my grammar have to do with proving my statement? How are you going to give me my order number then tell me I should put order a phone when obviously did and you know it. like I said some of these guys are idiots in every sense of the word

Sent from my HTC .....oh wait its stuck at customs

Those systems are also more automated than you wouldn't believe. They are designed to provide predesigned messages and the person on the other end has no control over that. Its just like the script the phone reps need to follow. They have to follow their procedures. I'm not saying they are helpful in every situation but when they are on their 31st consecutive complaint about the same thing and the system sends the automatic message reminding the customer they can pre order the new Evo 4G LTE and they have to improvise when the customer has already ordered the phone, some consideration would go a long way. In response to whether I'm one of THOSE. I definitely am one of those that sees someone talking down about another person and points out that they should do a better job of ensuring they don't sound like what they are calling someone else.

Sent from my antique Evo 3D which can now be found at the Smithsonian

 

[drekosh]

Bad stuff happens and you aren't always owed something b/c it does. If you HAVE to have a phone right now then get a refund (which they will give you) and get a different phone. If you don't have to have it today, then wait and be angry with Apple for causing the problem. No one owes you anything b/c you didn't get your shiny new toy immediately.

I think they should, just to restore faith in their companies.

They didn't do this. It was done to them in the middle of a legal battle. It is ridiculous to blame them.

My Take is they Took our money for pre-order with a Date tacked on to that . They missed that date (with very poor communication that they were going to) . Now just like my machines this is no Heart/lung transplant machine but an understanding that they made was not met.

Again, not their doing...it was done to them.

I don't think Sprint or HTC owes anyone a thing. That being said; they probably should wave the activation fee just as good business to show people they understand and value them as a customer. Not because they owe it to anyone but b/c they want to make their customers happy.

Lastly, in reference to the CSR argument. No, they aren't the smartest people in the world. That's why they aren't working in a nuclear facility, NASA, or as a doctor. Odds are the people making rude comments about them aren't either. Doesn't mean you should be a jerk.

 

[hmmm]

I don't have a preorder and therefore don't care much about a goodwill gesture but I would like to know how long this can take. How long was the Galaxy Tab tablet not able to be sold in Germany during something like this? I just want to know if this is a days, weeks or months thing. If it is months I can move on and wait for a November/December phone that is sure to be released(or even the GS3), if it is days I can continue to be excited. New technology happens too fast in the smart phone world to sit on a hopeful release date for months IMO.

 

[moonoverparma00]

It's a question of morality and ethics, I am a customer of Sprint who now has 200$ of my money for an indefinite amount of time... I am not blaming them but I am their customer and as the old saying goes "The customer is ALWAYS right"... this doesn't change just because they are a multi-million dollar corp..

In a way Sprint is also the customer.

 

[Xiphias]

Wait - Apple and their ugly practices causes this and you want an iTunes card??!! NOT a good choice - this is android - Google Play credit, maybe. But it's not Sprint / HTC at fault. It's the non-thinking patent office at fault.

I think you missed the joke, my friend.

 

[JoshK]

Strangely, there was no poll option for whiney customers to give a goodwill gesture to the CSR's who are listening to their complaining.

If there were, that's how I would have voted.

CSRs are getting a paycheck. It's their job to listen to the ing and whining, plain and simple and if they don't like it, they can find another job. My first job was similar and it sucked at times, and when I didn't like it anymore I found another job. CSR's are the absolute last people I have pity for in this situation. I can think of worse things than getting paid $10-16/hr for sitting on your ass having to listen to the occasional whiny brat.

On topic, I think it couldn't hurt for Sprint to to show some appreciation to its customers for their patience and understanding. I know I would be ashamed if I left my customers is the situation we(people that waited weeks to pre-order and then did it as soon as we could) have been put in, and I would do some form of compensation.
As the customer though I don't want anything for free or need any form of compensation, I just want my phone. :'(

 

[Robbzilla]

Unless they have a HUGE Apple-bake, I'm not really seeing that HTC or Sprint need to give me free stuff over something that essentially isn't their fault.

 

[gfdos.sys]

Apple should give good will gesture. Not sure what they could give that I'd want.... but still...

 

[PhyscoAssassinX]

Those systems are also more automated than you wouldn't believe. They are designed to provide predesigned messages and the person on the other end has no control over that. Its just like the script the phone reps need to follow. They have to follow their procedures. I'm not saying they are helpful in every situation but when they are on their 31st consecutive complaint about the same thing and the system sends the automatic message reminding the customer they can pre order the new Evo 4G LTE and they have to improvise when the customer has already ordered the phone, some consideration would go a long way. In response to whether I'm one of THOSE. I definitely am one of those that sees someone talking down about another person and points out that they should do a better job of ensuring they don't sound like what they are calling someone else.

Sent from my antique Evo 3D which can now be found at the Smithsonian

And I'm the type of person that sees if something is wrong then it must be fixed if I know I can't do I job I say out if I'm doing something wrong I admit it and that isn't the first time I've had issues with a rep I'm not saying they're all idiots but some just are I had a bank CSR tell me my social security number and my birthday was not the same one under my account, after 15 minutes he got his supervisor who apologized to me for the CSR confusion abbr said he had no idea what the rep was looking at. like I said of you can't do the job right you shouldn't be doing

Sent from my HTC .....oh wait its stuck at customs