Open Letter To Dan Hesse

Sent to Dan Hesse on 9/20.

Hi Dan,

Going to try and keep this quick.

These days, thanks to the advent of the internet, consumers' power has increased significantly thanks to the ability to contact just about anyone, yourself included. I myself have resolved issues by emailing corporate & CEOs. Unfortunately, no one ever seems to take the time to email when something positive happens. This is one such email.

I just wanted to take a minute to let you know that after a somewhat grueling process to get a bunk replacement phone replaced yet again, we've finally found some help. The short story is, my girlfriend had her phone replaced, & the replacement had the same problem, but she didn't return it to the store on time to get it replaced again & it was marked as physical damage when she did.

After speaking with about 5 people, we ended up speaking with Steve, a manager in Account Services. Steve was courteous, listened, & conferenced in Matt Keith, the manager at your Flatiron flagship store. After speaking with Matt, he offered a solution we were happy with & called us back in a few minutes to confirm.

I just wanted to take these few minutes that would have otherwise been spent chiding Sprint to praise these two employees for their ability to listen to & reason with a customer, not to mention their willingness to go above & beyond. I hope these two become an example of how to treat customers when it comes down to a situation of a Sprint customer's word against a CSR's. 

Enjoy your day!
M!