I just got off the phone with Sprint – my cellular service provider.
They called me randomly to ask me (in a typical non-USA-resident accent) if I was pleased with my service and to offer to review my account and see if I was utilizing the best plan for my use.
I usually like these calls.
Since I was on the phone and sitting at my computer, I decided to log into my account while talking with the lady at the other end. I noticed $35 of ‘casual data usage’ charged to my account and I mentioned to her that we don’t ‘casually use data’ on our phones. She informed me that yes, I did – each time I sent a picture to a service like TwitPic or a video from my phone to Facebook. Ouch. Didn’t know that.
We were told when we signed up for our plan that the “unlimited messaging” plan we were using covered all of that “data” used with pictures and videos.
She was happy to transfer me to customer service where I explained my situation (again!) to the new lady (with a somewhat more local accent) who quickly cut that $35 charge down to only $17 and made a change in our plan to give us unlimited data for FREE – so that we can continue our TwitPic and Facebook addictions from our phones!
That’s incredible customer service, I think. Could’ve been better to have the full $35 comp’ed, but half is better than nothing and FREE data on our plan from now on makes me feel great about them going the extra mile to ensure our satisfaction.
Thank you Sprint.
Now, if you’d just send me a Sprint MiFi device…
