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Retention - (or how to stay with Sprint PCS)

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Anonymous
June 17, 2004 4:02:57 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

This FAQ is in no way authored by Sprint Spectrum, Sprint or Sprint PCS
unless otherwise expressly noted. By reading on, you agree that you are
fully aware of this. I see many questions asked repeatedly about secret
rate plans, and thought an "Unofficial Retention FAQ" was in order. I
have no association (i.e. never been employed or received any
remuneration from them) with SprintPCS and there is a greater than zero
chance there may be errors herein.
My only association with SprintPCS is as a current
customer interested in the vagarities of its policies. I believe
everything to be correct, but use the information at your own risk. This
FAQ comes not from SprintPCS, so it is unofficial, but apparently has
useful information some SprintPCS apologists are upset about being made
public, and one even threatened me with by forwarding this FAQ to
SprintPCS legal. Haven¹t heard a peep from them in after 9 months, cause
this FAQ is all true to the best of my knowledge.

What about retention deals? SprintPCS wisely would prefer that customers
not leave, its been reported it costs ~$365 to obtain a new customer in
advertising, support, and phone price subsidies, etc.; so it behooves
SprintPCS to try to retain customers by offering them a deal. However
this is a murky, semi-secret, here-to-fore not fully documented process.
Car Manufacturers often have a $1000 loyalty bonus for folks that buy a
new car that is the same make as their existing one. Those plans are not
secret. Sprint (I believe) could save a lot of grief and help
themselves by switching to a single predictable advertised retention
plan. Bonus 5% extra minutes after first year with Sprint and 2% more
for each additional year might work. Some SprintPCS employees insult me,
but SprintPCS does not keep secret the special deals for new customers,
why should it keep secret the deals it has to retain customers? Ford
doesn't. From what I have read in this newsgroup, I read about customers
SprintPCS has lost because the customer didn't know how to get, didn't
know about or wasn't offered a retention deal, that SprintPCS might have
been happy to offer.....IF IT HAD BEEN ASKED FOR....


FAQ on retention Deals from SprintPCS

Who should I contact?

Outside of a contract call CANCELLATION or go to a SprintPCS owned store
and talk to a manger and try to negotiate a deal. The variability of
deals is truly astounding, and while its been discussed, I'm not sure I
or anyone else has a complete handle on how to get the best deal, other
than its a matter of luck and who you negotiate with, maybe SprintPCS¹
policies that week, and how well you can negotiate, and your standing as
a SprintPCS customer. Such unpredictability is the reason for this FAQ.

CANCELLATION = 1-866-762-0468 recently reported as 1-866-207-7913,

How do I negotiate?

When buying a car, I always found the best negotiating tactic was:
"I don't think that¹s the best deal you're allowed to offer me, let me
go think on it.

What works best in negotiating with Sprint?

So apparently with Sprint, you call Cancellation and say "I'm seriously
considering switching to XXXXXXX Carrier because.....; are there any
deals you could offer me to consider to stay with Sprint?" or ³my cousin
just got a 750 Minute plan for $40/month, and I¹d like the same deal,
please."

In my case I said (in 2003) (and meant it) "I'm considering switching to
Verizon as my son now has Verizon, and with their deals on 1000 Free
Verizon to Verizon minutes, I'd come out ahead". (unlimited ³IN"
minutes in 2004). So I now have 300 minutes for $30 and bonus minutes on
top of that.

A Sprint employee (Tech Geek) on 9/20/2003 posted the following
suggestions
(spelling corrected)::

They can't cancel you unless you tell them specifically to cancel, if you
say you're thinking of canceling, they won't cancel you.

How long have you been a customer? $97 per month for all 4 lines? I'm
assuming you have 3 add-a-phones.

Use what you know to your advantage. If your bill is always paid on
time and in full, say that. Also, do some shopping around at the
competitors first, if you see a better deal, write it down and who it is
with.

Stay calm, and be polite. If you don't get what you like, say 'thank
you' and call back a few minutes later.

Keep to your "I'm thinking of canceling soon" attitude. Think of
the reasons to cancel, if you're not in a contract, then you have more
ammunition.

Another Sprint employee (o/siris) on 8/7/2003 said: " Or walk into a
store and ask about the "Handset Upgrade Program." You may be
surprised."


What retention deals are available?

Until ~ June 2003 they offered unlimited Vision as a free bonus.
Until May 2004 free Mobile to Mobile minutes went with a 2 year contract,
now it's has to be requested. I just got free 7PM nights and free "PCS
to PCS" with a new contract. Actually they charge for the 7 PM nights,
and then give me a credit back for it.

In 2003 commonly they offered bonus anytime minutes,
perhaps because it appears you wouldn¹t use them anyway. Sometimes you
may get a discount on purchasing a replacement phone. As of May 4, 2004
it was reported, the following is being offered:

$40/750 Anytime Minutes 8pm n/w
$50/1000 8pm n/w
$60/1200 8pm n/w
$75/1500 8pm n/w
$100/1800 8pm n/w
$100/2500 8pm n/w

Used to be they offered "Bonus" minutes on top of advertised plans. No
longer apparently (maybe?).

Bob Smith, a frequent poster posted on 5/26/2004:

"I was on a 2000 min. plan, with 2 add-a-phones, Vision, F&CA, N & W @
9:00 PM and my monthly expense was $135 including taxes and surcharges.
I was able to get a 1200 min. plan, with 2 add-a-phones, Vision, F&CA,
and N&W starting @ 7:00 PM for $70 inc. T & S for the 1st 2 months, then
$95 inc. T & S, when the cost for Vision for 2 phones kicked in."


Am I a good candidate for a good retention deal?

Apparently the longer you have been a Sprint customer, and maybe if
you've never been late with a payment, and the more phones you have, and
the more you pay per month, the better chance you have to get a good
retention deal. It also helps to be not on contract, or in the last
month or so of a contract, although not necessarily. Some have said
contract status seems not to count, if you're willing to start a new two
year contract.


Are there any other ways to save?

Yes! If you work for a large company, it may have a deal negotiated with
SprintPCS that will also allow any employee to participate. These deals
offer a discount of 5 to 27% on monthly repeating charges, and discounts
on new equipment purchases. Further, business plans users are never
charged "Activation" fees; and likely have a dedicated SprintPCS
employee in the Sprint business department to handle billing problems,
etc. These discounts would be ON TOP OF any promotional plan or
retention plan, you would contact either your company's Sprint
representative or the Business # 1-888-788-4727

SprintPCS now allows any customer to get new customer deals on a new
phone if you have been using the same phone for 18 months. You get the
discount by rebate however, check at http://www.sprintrebates.com
Some folks swear by (although others swear at) bargains obtained on eBay
when purchasing a phone. Caveat emptor. Some folks insist one should
only buy their phones at Costco, or a large Department Store (like Mays)
as their ³Satisfaction Guarantee" may cover you when a SprintPCS
warrantee might not (like with a bleeding screen).
=======
If you experience Dropped Calls, SprintPCS will give a credit each time
that happens. One dials *2, enters 1 (for English) and tells Claire
"Dropped Call Credit"; where upon with no human intervention you get a
50 cent credit on your account. Apparently SprintPCS currently allows
upto 20 such credits per # per month.
===========
If you have a friend that goes with Sprint because of your discussions
with them, SprintPCS will give you a referral credit of $20, limit one
per month. Only in the first 2 months of the new account. Dial #REF; the
person with the new number gets a $10 credit
=========

June 17, 2004
This FAQ is based on my experiences and opinions and the reported
experiences of others as posted in this newsgroup. Always go by the
latest dated FAQ and ignore all earlier ones. SprintPCS is free to
change its policies at any time, and I make no guarantee as to what will
happen if one seeks a retention plan, and cannot be held responsible for
your results. I believe it would serve SprintPCS better if it were not
secretive about these plans, and view this posting as helpful to Sprint.
I welcome ===constructive=== criticism and additions.

Personal insults addressed to the author will be ignored.

Someone has the notion that availing oneself of these
opportunities is "Stealing" from SprintPCS or ³Abusing the system".
Hardly. You won't be holding a gun to their head, just asking for deals
that not everyone knows about. Sprint wouldn't give you a retention deal
if you weren't eligible and they didn't want you to have it. Someone
about to switch to Cingular cause their advertised plans might seem
cheaper than Sprints, might well stay with a retention plan. In many
cases they are just adding Plan Minutes that they reasonably expect
won't be used anyway. But I like having extra minutes I don't use so I
don't have to carefully track my usage. If you're the type that insists
on paying full sticker price every time you buy a car, then maybe asking
for a Retention plan is not for you.

==============

P.S. Earthlink does similar things, the group that gives credits or
discounts is called their "Saves" group.
Anonymous
July 24, 2004 11:02:11 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

Hello,
I called retention, and they offered me the $40 dollar plan with 500
anytime minutes, then I pay another $5 for sprint to sprint and another
$5 for starting at 7 pm; however, they then give me a 5 percent
discount. I currently have the $30, 300 anytime, starting at 8 pm, and
I pay another $5 for sprint to sprint. I do need more than 300 anytime
minutes. I understand that sprint can't give away the company to keep
every customer, so is this the best or should I try to get more? My
plan is up soon, and I do have the option to switch to another service,
though the plan wouldn't really be any better. thanks.


--
jamesrl1979
------------------------------------------------------------------------
http://cellphoneforums.netView this thread: http://cellphoneforums.net/t125573.html
July 25, 2004 3:08:46 AM

Archived from groups: alt.cellular.sprintpcs (More info?)

The $40 retention plan comes with 750 minutes and unlimited nights and
weekends at 8pm. You were talking to customer service not the retention
dept.

jamesrl1979 wrote:
> Hello,
> I called retention, and they offered me the $40 dollar plan with 500
> anytime minutes, then I pay another $5 for sprint to sprint and
> another $5 for starting at 7 pm; however, they then give me a 5
> percent discount. I currently have the $30, 300 anytime, starting at
> 8 pm, and I pay another $5 for sprint to sprint. I do need more than
> 300 anytime minutes. I understand that sprint can't give away the
> company to keep every customer, so is this the best or should I try
> to get more? My plan is up soon, and I do have the option to
> switch to another service, though the plan wouldn't really be any
> better. thanks.
Related resources
Anonymous
July 26, 2004 7:56:17 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

On Sat, 24 Jul 2004 23:08:46 -0500, "Rod"
<cellular-dude@sprintpcs.com> wrote:

>The $40 retention plan comes with 750 minutes and unlimited nights and
>weekends at 8pm. You were talking to customer service not the retention
>dept.

I got it with unlimited n&w as well as unlimited spcs to spcs.
I was also able to get a bonus of 150 anytime minutes per phone (I
have an additional phone on this account for $20/mo.) Finally, they
gave me n&w at 7:00, and to mitigate the cost of that, gave me an
"mrc" (monthly recurring credit) of 5% per phone.

I may have gotten these perks only because a) it's for two
phones and b) I have a perfect payment record with them for almost six
years. The $40 retention plan is a fine deal even without the extras.

DGI
Anonymous
July 26, 2004 10:13:52 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

I'm not on a contract (been with sprint for 6 or 7 years. Can you get a retention plan without doing a contract?


On Mon, 26 Jul 2004 15:56:17 -0400, David G. Imber <imber@maniform.com> wrote:

>On Sat, 24 Jul 2004 23:08:46 -0500, "Rod"
><cellular-dude@sprintpcs.com> wrote:
>
>>The $40 retention plan comes with 750 minutes and unlimited nights and
>>weekends at 8pm. You were talking to customer service not the retention
>>dept.
>
> I got it with unlimited n&w as well as unlimited spcs to spcs.
>I was also able to get a bonus of 150 anytime minutes per phone (I
>have an additional phone on this account for $20/mo.) Finally, they
>gave me n&w at 7:00, and to mitigate the cost of that, gave me an
>"mrc" (monthly recurring credit) of 5% per phone.
>
> I may have gotten these perks only because a) it's for two
>phones and b) I have a perfect payment record with them for almost six
>years. The $40 retention plan is a fine deal even without the extras.
>
> DGI
>
Anonymous
July 27, 2004 2:14:27 AM

Archived from groups: alt.cellular.sprintpcs (More info?)

Daran Rehmeyer wrote:
>
> I'm not on a contract (been with sprint for 6 or 7 years. Can you get a retention plan without doing a contract?

The whole idea of "retention" is to "retain" you.

No contract, no retention.

Notan
Anonymous
July 27, 2004 5:24:33 AM

Archived from groups: alt.cellular.sprintpcs (More info?)

>The whole idea of "retention" is to "retain" you.
>
>No contract, no retention.


This was not true for me. I called a few months ago to get help on a new
phone. After the lady in retention gave me all kinds of credits and free
monthly minutes, i offered to sign a contract for more. She told me NOT to
sign a contract. I didn't and today i have retention plan minutes (on a 29.99
plan) and no contract. Just got the right rep, i guess.
Anonymous
July 27, 2004 7:06:20 AM

Archived from groups: alt.cellular.sprintpcs (More info?)

M Benz S Class wrote:
>
> >The whole idea of "retention" is to "retain" you.
> >
> >No contract, no retention.
>
> This was not true for me. I called a few months ago to get help on a new
> phone. After the lady in retention gave me all kinds of credits and free
> monthly minutes, i offered to sign a contract for more. She told me NOT to
> sign a contract. I didn't and today i have retention plan minutes (on a 29.99
> plan) and no contract. Just got the right rep, i guess.

So, basically, they offered you a deal to *not* sign up.

I'm not saying I don't believe you, just that it doesn't make sense.

Notan
Anonymous
July 27, 2004 7:29:41 AM

Archived from groups: alt.cellular.sprintpcs (More info?)

>So, basically, they offered you a deal to *not* sign up.


No. The rep offered me the credits and free minutes but never said i had to
sign a contract. I was buying a new phone which i almost got for free. I
offered to sign for a year for more credit or minutes but she said, "you don't
want to sign a contract". It may sound weird but that's how it happened.
Anonymous
August 1, 2004 7:08:21 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

In article <20040726232941.03786.00001455@mb-m19.aol.com>,
mbenzsclass@aol.com says...
> >So, basically, they offered you a deal to *not* sign up.
>
>
> No. The rep offered me the credits and free minutes but never said i had to
> sign a contract. I was buying a new phone which i almost got for free. I
> offered to sign for a year for more credit or minutes but she said, "you don't
> want to sign a contract". It may sound weird but that's how it happened.
>

That rep did neither you nor SPCS any favors. When reps tear the system
up like that, Sprint just tightens down on it to give reps less of a
chance to do it. You did the right thing offering to sign up. The rep
did not, although I'm glad she made you happy.

--
RØß
O/Siris
-+-
"A thing moderately good is not so good
as it ought to be. Moderation in temper
is always a virtue, but moderation in
principle is always a vice."

Thomas Paine, "The Rights of Man", 1792
!