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« For industry accused of arrogance, pinnacle of conceit: Customer comes last at Sprint Nextel | Main | Citizens for ethical elections »

July 11, 2007


Henri Weijo

I was pretty happy when I read that, it seems authentic and earnest. Don't know how upper management feels about it, though.

It's a bad spin job on their part, but I don't think it's "kryptonite-esque" in its devastation. I think the ruckus will die down eventually.

Alan moore

Tomi Smart mobs have already commented on your post

Alan :-)

Tomi T Ahonen

Hi Henri and Alan

Henri - thanks for the link to the "insider" story. It does smack a bit suspicious to me, especially as nobody speaks out under their own name. But since that, there is the official position by Sprint Nextel reported in Boston Globe, which actually gives very different facts. If your story was true, it would be totally in Sprint Nextel's interest to mention that in their "we won't apologize" statement in the Boston Globe. I have doubts about the story. But lets see if it gets any verification anywhere.

Of course, notice, Henri, if Sprint Nextel had a fault in its billing or pricing system, that allowed customers to benefit - completely honestly and openly and within the system - and then Sprint Nextel found that loophole, then the ethical way to deal with it would have been to fix the billing and pricing problem, not fire the customers who found it.

Alan - cool, thanks. I noticed yes.

Tomi :-)


Brilliant Tomi,

Your letter got me thinking and other than making an outright apology right now the devils advocate in me can see only one other way for Sprint to stem the losses and even potentially resurrect their image.

Provide the community with a MP3 recording (with personal details omitted) of the rudest call they've received from one of the "Sprint 1000".

Try and imagine the most abusive insults you've ever heard. Now imagine that Sprint are trying to protect the right for their customer service agents to work in a capacity where their values and rights are respected.

Now i'm not saying that this will happen (because i am 99.9% certain that is letter is based on the ridiculous financial assumption that it will save them money) but i'm an eternal optimist. Other than the release of such a violent and aggressive recording i can see no other option than the very quick apology you're recommending.

Henri - One thing that i'm absolutely certain about is that this ruckus won't die down if Sprint stay out and leave this to the community.


I'd like to add that if Sprint do release the "Sprint1000_rudest_customer_ service_call.MP3" i will be the first to use it as my ringtone!


I'm getting so tired of seeing the letters from CEOs trying to smooth over their crappy business ethics... grr... What's so hard about giving the customer what they pay for or putting someone's bags on their flight? I can definitely see why more and more people are using specialized tags like Global Bag Tags (my favorite btw).

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