Apology Accepted

It’s the first of the month and for us that means cell phone payment time.  In the past we’ve been known to complain about the lack of customer service we almost always get from banks, insurance companies, the cable company, and assorted utilities. Well we’ve discovered one service that we find quite customer-friendly.

Both of We have the same cell phone carrier.  We’re not ones to drop names but someone will ask and we’re quite happy with it so why not share.  Our service is the one that comedians seem to relish poking fun at for their customer service and we don’t understand why because we’ve received stellar service from ours.  Ours is Sprint.

Both of us arrived at Sprint separately, after horrendous customer service disasters at the hands of our previous carriers, the two biggest and fastest and bestest carriers of them all.   At least that’s what they say.  They don’t say that they are the worst customer oriented companies in the phone service marketplace.  So bad are those two, or perhaps just so big are those two, that when Each of We told our former carrier that we were leaving them, we were actually told to go right ahead and leave.

So why do we think Sprint is so good.  Both of We have had issues that required warranty service or contract questions and all of those issues were handled quite conscientiously and quite handily by human beings.  One minor point is that we did once tried to pay a bill to a human being and the idea of money seemed a little confusing to her so we stopped doing that.  What we do is pay on line, at a kiosk in the store, or most often by phone.  That’s not surprising.  Probably close to 99% of all phone users do the same.  What we notice every month when we pay is that we get a happy recorded voice who guides us through their menu of do you want to pay your bill, this is how much you owe and do you want to pay that amount, and finally do you want to use the same payment method as last time?  That’s all.  No enter your 12 digit account number, your 10 digit phone number, your 5 digit ZIP Code.  No user names.  No passwords.  Just 3 questions, a couple of quick pushes on the number 1, and then the pleasant voice says, “Your payment has been accepted.  Please be aware that it may take up to 15 minutes to be recorded throughout our system.”  Other companies say that it will take up to 3, 7, or even 10 business days to credit your account so please write down this very long confirmation number and plan on someone calling you later to ask for more money.

Anybody who has ever checked out his or her bank account on line minutes after making a phone or computer payment knows that within those same minutes that payment has already been syphoned out of the bank.  Why aren’t all of those payments just as immediately posted as paid at the company that is doing the syphoning?  Yet the one company that almost immediately posts the payment apologizes because it’s not as immediate as they would like it.  Maybe that’s something the other companies can figure out how to do just as fast while they are figuring out who’s the fastest of them all.

Can you hear us now?

Now, that’s what we think. Really. How ‘bout you?


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