To jump to the end of this story, my phone is fixed and I didn’t have to reload anything.  I just wanted to be sure that all suspense is completely removed from your mind so that we can all think clearly about this.

About a week ago, my phone fell to the ground a couple of times because the belt clip on my case was so worn and old that there was about an inch of play.  It’s fallen off before (once resulting in a 45 minute retracing of steps in the snow) and there hadn’t been any problems.  This time, apparently the phone and case landed clip-side down and that inch of play in the product generated the perfect landing point for the screen to shatter.  Luckily, the screen protector kept everything together and the only real usability lost was the touch sensitivity on the screen.

Today, I decided to take the phone to the repair center.  I put my name on the list and was approached by a representative within about five minutes.  The gentleman then asked me if I had backed up my phone.  Well… no!  I don’t currently use this phone as my main means of organization as my company has given my a Blackberry to stay connected.  I don’t generally have a need these days to connect my phone to a computer.  He went back to speak with the techs and then came back and said “we need you to go backup your phone”.

So here’s where I lose it.  About a year ago I needed a complete replacement and they were able to take care of everything without a problem.  Having a sense that the representatives in the store do not have the power to do much nor the desire to think “outside” of the box, I made a small public tantrum about “improving business over going by the script” and then headed home.  On the way, I dialed *2.

*2 is another way to experience other cultures.  If you think that you have been with too many of the same type of person, just dial *2 and you’re bound to get something different every time.  I’m good with it really.  It’s just kind of random to me.  What I am not fine with is the script wherein ever line begins with “Now Mr. Davis” and ends with “OK Mr. Davis.”  I get off the phone with these people and want to change my name.

The first thing that I said to the kind lady on the line was “Now before I go into this, can you confirm with me that you have a process built in to your organization wherein the feedback of the customer is truly considered and taken into account while trying to improve the business?”

Silence…

“Hello?”

“Now Mr. Davis I understand that to which you may have encounter [sic] some concern to which I can ensure you that we can listen to your experience to which we will make sure that it does not happen again OK Mr. Davis?”

I tell my story and after a while she puts me on hold.  After five minutes of lovely hold music (which hasn’t changed in at least two years) she tells me that maybe the computers at the store aren’t working and that they just didn’t tell me.  She offered to find me a different repair center, but by this point I was committed to backing things up and return to the origination of my fury.  The *2 experience helped me to realize that they are simply a buffer.  They don’t think much, just follow the script, get a consult, and push you away.  The problem is… I didn’t even want a solution, I simply wanted the company to THINK.  We’ll get to “simply” in a moment.

So now I back everything up – head back to the store – and start over.  Another gentleman took care of me.  I showed him the phone and mentioned that I just went home to back everything up and now I’m here “and I think that was ridiculous.“  Mr. Service replied “what do you mean?”

“I think that it is ridiculous that I had to waste an hour of my day to leave here – go home – backup – and come back – when you should be able to take care of everything here.”

“Well we don’t have access to everything.”

“I just think that’s ridiculous.”

“Humph!”

“I don’t really think that this is particularly funny.”

“Well why do you think that we can just back everything up?”

“Because you’re Sprint! You’re the service provider.  You sell these phones. You can probably tap into any technology that you want.”

“Well we just don’t have access to all of the PDA’s information.”

“Well I just don’t get it.”

He then kindly put a service ticket in.  Thirty minutes later I returned to a phone with a new screen with ALL of the information on my phone completely intact.

NOW – Let’s think about this for a minute.   Throw out the box.  There is no box.  Don’t even try to think “outside” of it – because it’s just simply not there.  Wouldn’t someone just want to find a way to “simply” mirror and restore the ROM and RAM?  I don’t know how to do it.  It’s probably not really “simple.” I’m not a technician.  I’m no engineer.  But there has to be something there.  I know that this comes up more often than one person a year because I’ve heard way to many stories about people losing their entire contact list because they had to get a new phone.  There should be a solution for that.  It can’t be complete rocket science.  If you sell a phone, then you should get the intellectual property regarding that phone that will allow you to provide complete service to that phone.

What a company shouldn’t do is rely on the customer to provide their own support.  And you definitely shouldn’t act in a way that would infer that you think the customer is stupid.  This isn’t stupidity – this is a refusal to let the status quo be the only method of operation.  Why aren’t people empowered to make change?  Are organizations that scared of their team members?

It comes down to the fact that “I don’t get it” because it requires me to be completely and utterly ridiculous to “get it.”

Tags: cell phones, customer service, simplicity, Sprint, thinking

This entry was posted on Saturday, March 22nd, 2008 at 3:58 pm and is filed under why. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.