On Call: Is Sprint on its way back?
The Hero is a good move for Sprint.
(Credit: Sprint)Update: Sprint announced the Palm Pixi the night after this column posted.
Almost a year ago, I wrote about Sprint's lack of identity in the U.S. carrier world. While other major operators had used trendy devices, service, and even marketing slogans to develop distinct personalities, Sprint was wrestling with incompatible networks, a baffling ad campaign featuring CEO Dan Hesse and a relatively mundane product lineup. At the time, I argued that Sprint needed to really distinguish itself from its rivals if it hoped to reverse declining revenue and customer churn.
Twelve months later, Sprint continues to lose money and valuable postpaid customers--not that other carriers are doing that much better--but I believe that Sprint is making a turnaround on the identity front. It dropped that Hesse ad campaign and rolled out a new series of commercials that focus on the Palm Pre and fun factoids about the carrier's network. Admittedly, the surreal Pre ads with the talking head are a little creepy, but you remember them and they do tell you something about the Pre.
Sprint is also making strides on the device front. Last September when AT&T was grabbing headlines with the iPhone 3G and T-Mobile had just announced the world's first Android phone, Sprint was capitalizing on the Samsung Instinct and the HTC Touch Diamond as its flagship products. It's not that they were bad devices, but they didn't have quite the star power of Apple and Google.
Yet, things are changing as Sprint lands devices that move cell phone development forward. In June, Sprint finally got the aforementioned Pre, which offers a number of awesome new features like the Palm WebOS. Sure, we didn't love the Pre completely, but it brought us something new and unique, rather than just repackaging and rehashing every other Sprint handset. Sprint also scooped up the RIM BlackBerry Tour earlier this summer and just last week it announced its first Android device with the HTC Hero. As Taylor Wimberly noted on Android Atlas, the Hero offers a number of improvements over T-Mobile's MyTouch 3G.
So what does all this mean for Sprint? I'd say it's a sign that Sprint is clawing its way back to having a sound identity. The quality of its network and customer service are important for its brand revitalization, but a solid range of phones that includes handsets like the Pre is just as essential. Sprint hasn't completely regained its footing, but these phones are a start.
Kent German is a senior editor for cell phone reviews at CNET. When he's not testing the newest handsets on the market, he's blogging about cell phone news for Crave. In his On Call column, he answers reader questions and gives his take on the rapidly changing mobile industry. E-mail Kent. 
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Kent German is CNET's
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Metro PCS has unlimited everything for like 50 bucks. And no decent phones. But yes, Sprint is amazing.
Please tell me you're joking when you bring MetroPCS into this conversation----Sure, I can use their phones in Dallas, Philadelphia, and Detroit---3 cities I frequent---but the second I leave any of them the phone becomes a paperweight.
AT&T representatives really need to pay attention to this forum for some clues on how to improve customer relations. For those who've forgotten, their cellular division used to be called Cingular, a service nightmare for the unknowing. I've had a Sprint account for over 5 years now, and even though I've had to call them on some billing and service issues, they are much more affordable than their large competitors. Hopefully they will initiate services that are customer-oriented, as opposed to services that will maximize the company's bottom line; focus on the customer, and the bottom line takes care of itself. Focus on the bottom line, and the customer will take care of the customer. That simple.
I'm not saying I haven't had my problems with Sprint, but they pale in comparison to the ones I've had with AT&T. I have friends who have problems with Verizon and friends of mine that have T-mobile say their customer service is good but their phone service sucks. From what I hear Verizons Customer service is better than Sprint, but I haven't had much problem with Sprint. Sprints calling network has been pretty solid in Los Angeles and their 3G network is very good. So so far unless they go out of business or really do something that screws everything up, I'll stay with them. Hopefully they just keep improving and they get their 4G network out in my area soon.
About customer service, I sometimes have trouble with the FOREIGNERS on the PHONE (*2) but when I goto SPRINT STORES I get great service!!
<br />
<br />A few years back they tacked on a $1,300 charge to my landline FOR A LINE I HAD DISCONNECTED FOR OVER 2 MONTHS AND FOR WHICH I HAD A DISCONNECTION CONFIRMATION LETTER FROM *THEM*. After suing them, it turns out that some customer service reps and managers had been "transferring debt" from deadbeat customers to disconnected lines, so they could get paid. Since I had a reputation of PAYING my bills on-time, I was a prime target (AKA "sucker"). In the end, they removed the inappropriate charges and called off their Collections Department dogs, but they NEVER paid my legal fees and they NEVER wrote a letter that I could show the Credit bureaus.
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<br />On the plus side, AT&T was the reason I dropped landlines completely, and I've never looked back since then.
[CNET editor's note: Offensive language deleted.]
Over the course of 4 years with sprint, I had 3 different phones (5 if you count the 2 that just died) all of which I was told had excellent reception. On top of that I went to the store, and waited any where from 45 to 90 min just to give them my phone, and got updates at least every month or two and I still had horrible reception. And as I said I know people now, some of which have the pre, that still have reception issues. I get to hear "Hey let me call you back I'm going over a br.......". I'm not saying Verizon is the best company in the world, every wireless company has it's own unique issues. But so far for the 2 1/2 years I have been with them I have drop 4 calls, yes really just 4, compared to about 4 a day minimum, and the few times I have had to deal with customer service they have been great.
Now I'm at a point where my wife and daughter want to move from dumb VZW phones to smartphones. Unlike my own BB Bold service on ATT, I have to pay for their service. So, I'm looking for the least expensive 3G service in my area (SE PA). By far, Sprint wins hands down (your experience may vary). I can get two Pres (likely to go to $99 each once the Hero is released and Xmas approaches) on a shared Everything Data 2-line plan for about $130 (less tax and add-ons) - that 'includes' unlimited nav, msg, web, and other data services like video streaming that VZW and ATT charge extra for. In other words, I soon can get Pre smartphones and a suitable (admittedly shared) voice & data service on Sprint for the same price as ONE iPhone 3GS on AT&T. Extend that capital and monthly cost over a 2-year contract, and the savings (for me) going to Sprint over ATT or VZW is over $3,000!!! As I said, I've never been a Sprint customer for my business or private phone service, but that's number makes it a no-brainer. I've always been happy with VZW, but not $3k happier.
Cons- Sprint is NOT allowing loyal users that were for year signed on to older plans ( like F &C or SERO) use those newer phones
Sprint is still NOT very customer focused
One night at 2am I called Verizon Wireless to make some changes/corrections to my account. The customer service rep answered politely (at 2am), helped me out, explained things in detail, gave me hefty discounts on the expensive new smartphone I ordered (making it almost free), and basically bent over backwards to make sure I was satisfied. Did I mention this was at 2am HIS TIME? He also listened to - and laughed at - all my jokes. I bet if he could blow me over the phone, he would have.
Verizon's plans ARE a bit pricey, but you get what you pay for: great phones, WONDERFUL customer service, and INCREDIBLE wireless coverage.
Until further notice, I'm a customer for life.
And since this article is about Sprint I will at least say for the short time I was with Sprint I enjoyed the service, features, and pricing. I do hope they can bounce back and become a decent contender in the market again.
1) The pricing for smartphones, seriously, Verizon and ATT are nuts if they think those are good prices for data and text. Especially when text is so cheap for them, they charge so much
2) The phone neutering on Verizon was ridiculous. No matter what, they still tried to grab more money out of you by crippling the phone and making it so that only their services use some of the phones features. My RAZR was supposed to have GPS and Bluetooth. Bluetooth disabled except for headsets and GPS only useful with VZ navigator
3) The phones, while ATT has the iphone, the Smart phones on Sprint are great. The HTC Touch pro has been a great experience for me. I am not willing to move to ATT for the iphone but I do wish it would come to sprint. Maybe with congress pushing to end handset exclusivity, and Apple maybe making a CDMA version, it might be possible.
- by Galen20K September 9, 2009 1:46 PM PDT
- I have T-Mobile and don't plan on Leaving but I really think Sprint is doing so much better this year than Last year, they've lately continually have been Surprising me and I like that!
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