Nigel Campbell's picture

Sprint Sends Customer Email Labeling Him 'Gay' 'Sissyboy"

Well this certainly isn't raising the bar for customer service.

Sprint customer Kelvin Mathews reportedly reached out to Sprint regarding a billing error and received an email from the company addressed to "Sissyboy Kelvin Gay Matthews" while he was on the phone with a customer service representative. 

From NBC Los Angeles:

“I gave [the representative] my email address, and that’s the email they sent me,” Mathews said.

Mathews said he originally called the company Sunday because he was still receiving messages from a Sprint account he thought he closed.

He told a customer service representative about his issue and was directed to check the status of his phone on his online account. When he couldn’t remember his login information, he said the representative sent him an email with instructions.

When he received the email, however, he was shocked and called customer service again.

“I expressed my concerns to them and how serious this is to me and my wife,” he said. “I don’t live a homosexual life, I never gave Sprint anything to go on and think that, and even if I did I don’t think it would be fair to say this on my account.”

Sprint said its investigation is ongoing but did acknowledge the error.

A spokesman for the company said the salutations on the automated emails can be changed by employees.

"We have apologized to Mr. Mathews and deeply regret what happened over the weekend,” the company said in a statement. “Mr. Mathews should never have received this email from our representative. We have dealt with that employee appropriately."

For his part, Mathews says Sprint may have lost his business permanently. 

“To have this email is a form of degrading someone and I think people need to know about it,” he said. “They’re not treating customers like they should.”

 

Thoughts, Instincters?

 

(H/T: Towleroad)

Comments

seriously, you are all assholes for arguing about sprint's stats, when the issue was how a customer was treated.  I laugh at you all. hahahahahahaha.

The story is fake.  I laugh at you for believing it.

Sprint sucks anyway so who cares. Change service and have a better life.

No.  They don't.

yes yes they do... Sprint sucks big hairy man meat

First off I wouldn't buy this happened.  People make this shit and fake this shit all the time.  Besides  this is a non story.  You cannot blame Sprint, who is ranked number 1 in customer service, for one moron in their CS Department.  And Sprint is pro equality.  They have a 100 from the HRC. http://www.hrc.org/apps/buyersguide/profile.php?orgid=1427#.U07JZbZdV0w

More to the point, when we quit treating any gay man who's anything other than über masculine like he's beneath our contempt and embarrassing for all the rest of us, slander like "sissyboy" will finally lose a lot of its power & edge. 

Aside from what I've read here, that Sprint employee was in the wrong, period. I've done more than my fair share of customer service and hospitality jobs and God knows there are customers out there richly deserving a slap down, but when someone is representing a business, big or small, they have no right to act unprofessionally. There are ways to deal with difficult customers while maintaining a professional attitude and being classy.

There are two sides to every story and I'd be curious to hear what the other half of this story has to say. For all anyone knows, there might have been some details left out to paint one half or the other in a different light. 

I always take stories like this with a big grain of salt. As for the unhappy customer, if playground-level name-calling is all it takes to lose him as a customer, he might want to grow a thicker skin since the fine art of civility, decorum and common courtesy are all rapidly dying art forms in todays brusque, selfish and mean-spirited world.

This just goes to show you that the big companies only care about their profits. This should never should have been sent to a customer....period. Sprint, should compensate the customer in any way possible to make this right.(If anything can)

Well, further evidence that Sprint is deserving of its rating among the lowest in the country for customer service satisfaction.  Never been a customer, never will be.

Actually Sprint is ranked the highest in customer service. They were ranked last in 2005 but since 2008 they have been ranked number 1.  Nice try.

Also Sprint has a got a 100 from the Human Rights Campaign.

Hah, don't know where you get your information from, but everything I've looked up saying that Sprint is 2nd from the bottom of customer service rankings soooo... Nice try!

http://articles.latimes.com/2013/nov/21/business/la-fi-tn-sprint-worst-consumer-reports-20131121

http://cell-phone-providers-review.toptenreviews.com/​

http://www.jdpower.com/press-releases/2013-us-wireless-customer-care-full-service-performance-study-volume-2-and-2013-us 

Haha wrong.  Stupid American.  Sprint was ranked Number 1 in Customer Serivce. 

OK, a**hole NON-American, where are you getting YOUR stats?  You haven't provided any, whereas one of the three posted above is from November, 2013.  

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