Apparently it doesn’t pay to complain (or contact customer support) sometimes! According to this report over at News.com, Sprint Nextel notified several customers on June 29th, 2007 that their service would be canceled by the end of July because of “excessive calls to customer service.”

Here’s an excerpt of some of the wording:

“Our records indicate that over the past year, we have received frequent calls from you regarding your billing or other general account information,” - it continues.. “While we have worked to resolve your issues and questions to the best of our ability, the number of inquiries you have made to us during this time has led us to determine that we are unable to meet your current wireless needs.”

Sprint’s point of view is as follows – if they can’t help serve you after your many calls to customer support, then they obviously can’t meet your current needs which means SEE YA!

However, the very same News.com article cites a posting on the Sprint users’ message board where a customer got the letter after she called Sprint too much to complain about errors in the company’s billing.

I’m sorry but this is absolutely lame of Sprint. Instead of spending time and resources (and yes some money) to help a customer with their problems, they’ll simply say “sorry we can’t serve you properly.” That’s clearly a cop-out if you ask me. Not only can good customer support build good relationships with customers, but it can help root out problems in Sprint’s service all across the board – from phone quality issues to network issues and to billing issues. This move makes it clear that Sprint cares more about their own bottom line than in improving the customer experience.

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