So it’s been an adventurous few days. I’ve been in contact with Sprint support from online and they actually decided to do something about it. Was it a perfect experience? No, but it was good enough for me to write another post because Sprint did the right thing. They took care of me when they screwed up.
If you are just coming to this article, and need to know the previous details, view my last post about Sprint and why customer service is important.
Obviously, I wasn’t happy when I was told I had to pay for something Sprint broke. I registered for a couple forums and posted negative reviews. I tweeted about my displeasure (and I’m surprised as Sprint was the first company to not respond to a twitter review) and I also contacted Sprint.
I finally received a response from Sprint about a day later, which was yesterday. They had me verify my information and then told me to go to the nearest Sprint repair facility to where the plan is located, Brighton, MI. The interesting thing is that they told me the nearest facility was up in Hartland, and not in Brighton. They also said they couldn’t make any promises, but I needed to go to the store and I should be taken care of.
Today, I decided to go to the location in Madison Heights, as it’s where I live. It was actually a pleasant experience. I explained the situation and the employee went to the back to see if they had a battery. He then took my information and next thing I knew, I had a new battery for free. Sprint took care of me and covered their mistake. Everything was taken care of at the store in less than 5 minutes.
This morning, I was actually looking at other service providers prices. Now I’m good and I don’t need to do that. The lesson here is to go above and beyond when you make a mistake and take care of your customers. They will recognize that you’ve helped them.
Honestly, I don’t know if was Sprint’s online customer service that put in a note for me to get my battery replaced, or if it was the representative at the Sprint store who saw an opportunity to turn an unhappy customer into a happy one, but it worked. Just two days after writing a bad review, I’m now writing a good one.
Last time I said don’t be like Sprint. This time it’s to opposite. Be like them and help your current customers… just do it before they start talking negatively about your brand! :)