Talk about a case of the shoemaker’s children having no shoes," how about the latest misstep from Sprint? According to the Associated Press, a Sprint operator refused to provide information to help locate a toddler who was in his father’s SUV when it was stolen.
The incident went down just before Christmas when Jason Cochran buckled his 10-month-old son into his car seat and ran inside the house to collect his three-year-old. While he was inside, the car was stolen with Cochran’s infant and cell phone, equipped with a GPS system, inside.
Despite frantic calls from Mrs. Cochran to Sprint to provide the coordinates, the company operator refused to cooperate, saying it wouldn’t release the information without a subpoena and a $25 service fee. Happily, the SUV and the child were found within a few hours, safe and sound.
But, what about Sprint’s horrific behavior and the nonsensical bureaucratic policies and procedures of its operator? In my opinion, they should be severely chastised in the court of public opinion. Yet, as far as I know, there hasn’t been much fallout beyond the article.
Sprint’s boorish behavior is yet another example of performance trumping image and reputation. In other words, all the public relations and advertising in the world won’t make any difference if the organization’s product, service or, in this case, conduct, are shabby. Hopefully, the powers that be at Sprint have made some changes based upon this "near miss." Next time, they and their customer may not be so fortunate.