Sprint Q Support - Motorola Q Forum

Duke4062 · 03-13-2007, 12:48 AM

I've heard people complaining about bad untrained cs reps at sprint. I called today and said "data card & pda" from the automated menu and it sent me to a very knowledgeable rep. He was able to walk me through my technical issues without a problem. I just thought people with a Q, needing tech. support might want to try this.

Csquared · 03-13-2007, 05:15 PM

I did the same thing yesterday and they transfer me to advanced tech support and the guy put me on hold and then just transfered me to basic tech support. I think because I had the Q rather than a blackberry or treo. It took me 3 separate calls and about 45 minutes before I solved my own problem and just hung up.

Duke4062 · 03-13-2007, 05:28 PM

Quote:

Originally Posted by Csquared

I did the same thing yesterday and they transfer me to advanced tech support and the guy put me on hold and then just transfered me to basic tech support. I think because I had the Q rather than a blackberry or treo. It took me 3 separate calls and about 45 minutes before I solved my own problem and just hung up.

The blackberry and treo option I heard, knowing I did'nt have either I waited and selected the next automated option which was "data card or pda". That might help, obviously blackberry/treo reps. don't want to be responsible for Q.

chamberspins3 · 04-12-2007, 08:02 PM

3 hrs and counting on hold for advanced tech support.been switched 9 times now im just waiting to unload on a rep. at this point its the principal of it ive forgotten my problem.

gigemlee · 04-12-2007, 08:22 PM

I actually spoke to an advanced tech support rep last week and he was really helpful. I could hear his disdain for the underling support people. At one point he actually bragged that he could "do anything"

Very cool. Keep trying.

Stealth · 04-13-2007, 10:27 AM

Quote:

Originally Posted by gigemlee

I actually spoke to an advanced tech support rep last week and he was really helpful. I could hear his disdain for the underling support people. At one point he actually bragged that he could "do anything"

Very cool. Keep trying.

I think your the exception and not the rule.

gigemlee · 04-13-2007, 10:44 AM

Now I remember how I did it. I got in touch with Blackberry support, and they transferred me over to what he called "Motorola support." The guy on that line was the one I thought was so good. The key, I think is to simply ask the rep if they can do what you're asking them to do, and if they can't, say you'd like to be transferred.

This method should take you to the top of the pyramid. If they try something and it doesn't work, simply call back later, and let the first rep with tech support know that it didn't work.

I hate to be facile about this, but I've spent 8 years calling Sprint and learning the ins and outs of their system. The rules are:

1) Never ask for a manager. Ask for someone who can help you.
2) Be polite. I have found that asking a rep how their day has been is a free ticket.
3) If you're on hold for a while, hang up and call again. I have this sneaking suspicion that people who redial *2 get in faster.
4) Dial the direct numbers (http://www.sprintusers.com/forum/showthread.php?t=49124) See post #2.
5) Don't hesitate to get technical. This happened to me last time. Rather than talk about "mail servers," I started talking about SMTP and authentication schemes. This got me past the initial layer.