Wednesday, July 11, 2007

Sprint Nextel reject customer feedback - and customers

When is feedback of negative value?

You know the right answer. US mobile operator Sprint Nextel does not.

This from Communities Dominate Brands:
"CNN has just a few moment ago reported that Sprint Nextel, in its infinite wisdom, has sent 1,000 of its customers a letter informing them that because they have placed too many calls to the calling center asking for help or complaining about the Sprint/Nextel services, they are terminating the customer relationship."

So if you have had an issue that's unresolved - and you keep on calling because they still haven't resolved it - ta ta!

Sprint Nextel could have saved themselves a lot of time and trouble by cutting to the chase - and sending every customer a letter saying: "We don't care what you think. If that bothers you f**k off now."

Other end of the telescope? If Sprint Nextel regarded itself of part of the community of Sprint Nextel users, what would it have done?

There is an argument that if these particular 1000 customers were having a disruptive and damaging influence on the community as a whole there should be some form of sanction - and ultimately exclusion.

But I'm told these are good customers, fully paid up etc. So what if you have an issue with Sprint Nextel? Are you meant to consider carefully whether or not you should share that with them?

"I'm sorry to trouble you, master, but is there any chance you could take your foot off my head?"

It's the best way I can think of to prevent two-way flow. No dialogue. No debate.

No customer relationship = no customers.

See also:

The rate of change is so rapid it's difficult for one person to keep up to speed. Let's pool our thoughts, share our reactions and, who knows, even reach some shared conclusions worth arriving at?