The Sprint Rebellion

Sprint is actually firing it’s customers…those who have been calling to complain an average of 25 times a month or more. Thanks to Trey for sending this my way…I love it… Click here for the story.

Do you think is appropriate for a business to do? Especially if their service is crummy?

Dr. Tim Spivey is Lead Planter of New Vintage Church in San Diego, California. He is the author of numerous articles and one book, "Jesus: The Powerful Servant." A sought after speaker for events, Tim also serves as Adjunct Professor of Religion at Pepperdine University. Tim serves as a church consultant, and his writings are featured on, Church Executive magazine, Faith Village, Sermon Central, and Giving Rocket.

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8 thoughts on “The Sprint Rebellion

  1. David, These are the problems with contracts. Some things are just more than a consumer product. Sprint partnered itself. If one of the customer’s chose to, they could make this really ugly.

  2. It seems to me that if someone is calling customer service more than 25 times a month to complain then that individual would probably welcome the opportunity to get out of the contract without an early termination fee. Given Sprint’s poor customer service, I wonder if they are creating a monster where people will now call and complain frequently with the hope of Sprint terminating the contract.
    In response to rtrr’s question, I think wise church leadership does offer to assist members who constantly complain in locating a place to worship that will better fit their needs. I’m not sure what could or should be done about miserly giving or sporadic attendance. It’s usually the squeaky wheel that gets the attention.

  3. Mr. Hat,
    Sprint is paying them a fee. They paid the account balances to bring them to zero.
    But I see what you are saying. However, if they did this, wouldn’t that exacerbate the probelm as now they would potentially have a million people calling all the time to complain so that they would be told to leave and get paid for it?

  4. Now if a customer wanted to break their contract, sprint would charge him a fee. Sprint is the party that wishes to break the contract. Should Sprint pay the customer a fee?

  5. Yes. There are some customers that CANNOT be satisfied. They will drain the resources of the company and cost ME as a fellow subscriber in the long run.
    I am sure they made reasonable attempts to satisfy customers, especially considering how the are being decimated by their competition. But there comes a time when you just have to say enough is enough. I believe they were right to say that they obviously cannot meet the needs and expectations of those customers.
    My previous employer, which was small, should have turned away many more customers than they did. There were a few that were consistently belligerent and degrading towards staff. In all my years there, I only know of one customer that was asked to never return and one before I got there (30+years of business).
    This is also not a case where the customer does not have access to a similar product at a similar cost. There is plenty of options for them.
    Sprint also paid off their accounts to make them current and waived the early termination fee. I wish Sprint would make me the same offer!

  6. Insurance companies have been firing their customers for years…upon the slightest claim made on a policy. They deny it, of course, as well they might…since it is patently illegal. Greater question is: could a church fire a member for miserly giving? For sporadic attendance? For complaining too often? hmmmmm rtrr