From a real conversation with Sprint

retro_phone.jpg

So about 6 months ago, we decided to get rid of the home phone. Who has a home phone anymore besides parents and mayors? We called Sprint to cancel, then SBC, then Sprint again . . . and again . . . and again . . .


This was last February. 6 months of trying to cancel a simple phone line. Last month, I even had a confirmation number of the conversation to reference THIS month, knowing full well I’d be attempting the same thing once again…

retro_phone.jpg

So about 6 months ago, we decided to get rid of the home phone. Who has a home phone anymore besides parents and mayors? We called Sprint to cancel, then SBC, then Sprint again . . . and again . . . and again . . .


This was last February. 6 months of trying to cancel a simple phone line. Last month, I even had a confirmation number of the conversation to reference THIS month, knowing full well I’d be attempting the same thing once again…

retro_phone.jpg

So about 6 months ago, we decided to get rid of the home phone. Who has a home phone anymore besides parents and mayors? We called Sprint to cancel, then SBC, then Sprint again . . . and again . . . and again . . .


This was last February. 6 months of trying to cancel a simple phone line. Last month, I even had a confirmation number of the conversation to reference THIS month, knowing full well I’d be attempting the same thing once again…

This is the conversation, boiled down to the crucial elements:


DIANA: Hi, this is Diana.

ME: Hi, can I speak with your supervisor?

DIANA: Can I ask why?

ME: Do you see my file on your screen?

DIANA: Yes.

ME: Does it show that I’ve been trying to cancel for 6 months now?

DIANA: I’ll get my supervisor.

ME: Thanks.

CHANDELLE: Hi, I’m the supervisor.

ME: I’d like to cancel.

CHANDELLE: You’re all set.

ME: Actually, I’m not. I’ve tried and tried and I still get monthly bills. Every month I call to re-cancel, you guys waive the bill, and I’m on my way. Can you verify for sure that I’m cancelled this time?

CHANDELLE: Well, I just told you that you’re all set.

ME: Nothing personal Chandelle, but I don’t believe you.

CHANDELLE: You don’t believe me.

ME: Is it possible that it’s not really cancelled?

CHANDELLE: Nope.

ME: Can I get a confirmation number to reference in case I get another bill?

CHANDELLE: Sorry, I can’t do that at the supervisor level.

ME: Can I talk to your supervisor?

CHANDELLE: I don’t have one.

ME: Well who do you report to?

CHANDELLE: I can’t tell you.

ME: Is it Bill from Logistics?

CHANDELLE: No.

ME: Don from Accounting?

CHANDELLE: Nope.

ME: So you’re your own boss?

CHANDELLE: Today I am.

ME: Okayyyyyyy . . . can you fax me a confirmation that we’re all set?

CHANDELLE: We can’t fax from the office.

ME: Can you send me a letter?

CHANDELLE: Can’t do that either.

ME: Can you send me an email?

CHANDELLE: We don’t have outgoing email.

ME: Can you send me an email from your chandelle [at] sprint [dot] com on your Outlook that I can print and keep to prove that I’m good to go?

CHANDELLE: We don’t do that here.

ME: So you really don’t have a fax?

CHANDELLE: Mr. Marshall, you’re good to go.

ME: Right, and thanks for waiving the fees for services I never used, but let me ask you…Sprint’s a multi-billion dollar company, right?

CHANDELLE: Yes.

ME: Do you think you can afford the staff time to walk to the fax machine that’s on your file cabinet and send me a quick fax? Or can you afford the 50 cents for paper, envelope and stamp to send me a quick letter? I’m asking you on a human level, Chandelle. I’ve played by the rules for 6 months now. We’re at a fork in the road. On your drive home tonight, I want you to think about this conversation and I want to think back and think “You know, I took care of someone today.” It’s not too late to make a change, Chandelle. We can make it happen. I’ve got a 10 digits for my fax machine just burnin’ a hole on my paper here. I’ve got the paper loaded and everything! Let’s do this!!!!

CHANDELLE: We don’t do that here.

ME: Really?

CHANDELLE: Yes.

ME: Wellllllll then Chandelle, best of luck.

CHANDELLE: Have a nice life.

ME: Wow.

CHANDELLE: Uh-huh.

Click.

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