customer care support people are limited by the unethical policies of the company
My experience with Sprint revealed to me that from the top they set up the whole system so that the customer care people simply cannot resolve many problems. The only people you can contact are discouraged from helping you get refunds by being penalized if they give too much money back to customers. What is more is that each employee in the company has a limit to how much they can return total to customers each month. So, when they overcharged me by $550, I called customer care and no matter how I dealt with the person on the other end of the phone or how nice they sounded, they eventually put me on hold (sometimes for an hour) and everytime I would get cut off. This happened with the managers as well as with the first tier of support. The problem was that they simply could not refund my money and even if they refunded a small portion of it, they would max out their monthly allowance and be penalized for that. I found this out by walking into a Sprint store and talking to the reasonable people I found there. They were also not empowered to give me my money back, but they got to the bottom of it for me (i got a credit instead of the money, so i ended up married to them for another 9 unhappy months). Hey-ho for making a personal connection.
So, if they overcharged many customers many dollars through some clerical or technical error, they cannot refund all of the money based on the policies of the company. It works out in their favor, eh? Do I want to sign up for this system? No way!
This is unethical. I prefer to give my business to Catherine Zeta Jones.
Biting the hand that feeds IT
