When reading about complaints coming through about SUN Cellular, I noticed that the bulk of the dates "date" back to circa 2006 - 2007. These have to do mostly with the signal and CSR's.
What this means? I think there's been loads of improvement in their service this 2008 compared to what people experience in 2006-2007. (Yay SUN!)
A tip: it seems that a significant bulk of the complaints come from attitudes and behaviors of customer service reps and irate customer calls. Since SUN doesn't have immediate control over the signal strength in certain areas, then it isn't a problem - but something they can deal with in the "long run."
What they should deal with in the short run -
immediately - is retraining their CSR's to become more emphatic with consumer calls. Look, we're not all perfect, and we all acknowledge that telcos as a public service can have very sensitive repercussions. But any business should be able to address these problems with finesse and empathy.
Just do a search for "SUN cellular CSR stories" and you'll see what I mean. Out of every 7 stories I read, only one is positive. CSR retraining is something they can address almost immediately. Managers should be able to show these CSR's the repercussions that spread through the Internet as well. Handling irate customers can always lead to bringing out the worst in people, thus we be careful.
But, congratulations SUN for the improved service in 2008.
