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Sprint Nextel Cant Get The Little Things Right

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by Kevin Maney
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Oct 09 2007 12:00am EDT

Sprint Nextel Can't Get the Little Things Right

Sprint Nextel CEO Gary Forsee is done. And the stories today blame it on the big things -- he couldn't put Sprint and Nextel together, and couldn't spur growth in an increasingly competitive market.

But sometimes the little things are as much a sign of trouble, and Sprint had come to have the worst customer service reputation among all the cell carriers. Its automated 800 number is a horrendous experience. Its Web site is not up to snuff. Sprint Nextel doesn't just need a new direction -- it needs an overhaul.

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