Tomi Ahonen is very upset and has a long blog about this issue : For industry accused of arrogance, pinnacle of conceit: Customer comes last at Sprint Nextel
Tomi says ..
CNN has just a few moment ago reported that Sprint Nextel, in its infinite wisdom, has sent 1,000 of its customers a letter informing them that because they have placed too many calls to the calling center asking for help or complaining about the Sprint/Nextel services, they are terminating the customer relationship.
Sprint Nextel must immediately apologize and invite all cancelled customers to return. We cannot allow ANY business to arbitrarily punish customers who call the calling center “too much above the average”
Shame on you Sprint Nextel ! This will go down as the most moronic marketing move by any company ever, worse than New Coke. The Marketing Management at Sprint Nextel better offer their resignations and the CEO better accept them. This is shameful for the whole profession of marketing, not just wireless telecoms.
We will monitor this story and report on its developments. I will dig up Sprint Nextel’s CMO name etc next. But all of you, please join us, blog about this now and condemn this abusive action. No company can get away with this. Not in this new age when Communities Dominate.
The report is HERE
The report says that Sprint ‘needed to cull its customer base to improve services’.