Nearly 1,200 Sprint subscribers got the ax June 29 when the nation’s third-largest wireless service provider deemed this group’s 40,000 monthly customer service calls, "excessive." Some may see reason for such harsh consequences, but enacting mass contract terminations sends a clear message to their remaining 53 million Sprint customers and to the world at large, "We don’t want your business!"
The termination letters read as follows:
Our records indicate that over the past year, we have received frequent calls from you regarding your billing or other general account information. While we have worked to resolve your issues and questions to the best of our ability, the number of inquiries you have made to us during this time has led us to determine that we are unable to meet your current wireless needs.
Service is an intangible good that cannot be seen, touched or physically measured. It is created through time and effort.
If Sprint, a "service company" and industry giant, isn’t focused on
interacting with people and serving customers, what are they focused on
and what does this mean for the consumer?
Note: Not everyone will agree that this is a bad thing. The DIFF offers
a news story that started our discussion, along with a dissenting
opinion for consideration: